Starfire Direct accepts returns or exchanges within 30 days of delivery.*  

General Stock Items: 

Products that are general "off the shelf" type items in new and unused condition w/original packaging, complete and can be resold as new, can be returned for a refund or store credit to repurchase (Minus Return Shipping Cost). *Refund or Store Credit will be processed upon item being received and inspected back at our facility.  

Examples:  

• Fire Glass 
• Wind Guards 
• Most Fire Pit DIY Components 
• Heaters 
• Etc 

Made-to-Order & Special-Orders**: 

Made-to-Order & Special-Order Items are products that can be purchased from a catalog or our website but require manufacturing or assembly. These products are not on the shelf ready to ship. These products are eligible to be returned for Store Credit only (Minus original outgoing & return shipping costs). 

Examples: 

• Fire Pits where you choose the finish, color, or ignition type. 
• Patio Furniture where you choose the finish or fabric. 
• Vent Free fireplace burner systems (these cannot be resold once opened). 
• Special Order Grills 
• Designer umbrellas where you choose the finish or fabric. 
• Fireplace Gas Burners, Logs, Fire Balls, or Fire Shapes that have been made-to-order. 
• Fireplace Remote Controls that are not compatible with your fireplace. 
• Any product that was built special/ or made-to-order for your project 

**If the product was made wrong or ordered wrong by our Starfire Team, we will happily take responsibility and provide a replacement at no charge to you. 

Final Sale Items: 

Products that have been returned, damaged, or have a defect and are marked clearance for resale to our customers! Many of our customers take advantage of these opportunities.  

Examples: 

• Products with slight defects or below our QC (Quality Control) Standards 
• Repaired products 
• Damaged Products 
• Discontinued products 

*Custom: 

Starfire Direct is happy and excited to work with customers on their custom projects. Custom Projects include any product that Starfire Direct helps design or designs that is outside of any catalog or variation that is currently offered or available.***  

Examples:  

• Concrete features that will require a new concrete mold to manufacture.  
• Fire pits that require CAD work, Custom graphic design, or specified dimensions provided like a Spec Sheet for approval (Regardless of the end material) 
• Custom Burners, Pan and Ignitions that require CAD work, Custom graphic design, or specified dimensions provided like a Spec Sheet for approval (Regardless of the end material) 
• Custom Glass Wind Guards 
• Custom Furniture that is outside any current catalog or product variant. 

***Anything Custom will require approval throughout the design process. Custom projects do account for margin of error, and this is understood by our customers.  

Shipping Fees: While your order may have included "Free Shipping," it's important to note that shipping does come with a cost. At Starfire Direct, we take responsibility for covering this cost to you. Upon your return being approved, you will receive your refund with the return shipping cost deducted. 

Denied Returns:  

• If your order is outside of the 30-day (from delivery) return window 
• Damaged*  
• Used 
• Burned  
• Broken* 
• Bent* 
• Not new for resale,  
• Custom 
• Final Sale, Clearance or Discontinued Products 
• Returned without approval and/or receiving an RA from Starfire Direct 

We reserve the right to reject return requests that fall into any of the above categories or ship the product back to you and deny your refund request. 

*Does not include products that were damaged upon arrival: Please see our shipping page which covers Freight Orders on the next steps.  

• For the sake of both parties, please use adequate packing materials to avoid this unfortunate situation. Please save all packing materials for the time being (Pallet, Crate, Wrapping, boxes, etc). If packaging is disposed, this can alter the eligibility of return/replacement.
  

To start your return process, please fill out the form down below.