FyreDirect.com is committed to providing the best customer service in the fire & heating products industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times.
FyreDirect.com 30-Day Satisfaction Guarantee Returns and Refund Policy
Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.
- You must notify us of your intent to return within 30 days of the delivery date.
- There is a 25% restocking fee.
- Our return policy applies to cancellations made after an item has been physically shipped or refused at the time of delivery.
- We will refund the product price minus any applicable fees and charges.
- Original shipping charges are non-refundable.
- You are responsible for any return shipping charges.
- Refunds will be applied to the same payment method used when the original purchase was made.
The Following Cannot Be Returned
- Products that are eligible for parts under manufacturer warranty
- Products that have had their original manufacturer packaging opened
- Products that have been out of their original manufacturers' packaging
- Products that are made to order (e.g. TheOutdoorPlus)
It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.
If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
All return request must be submitted in writing and sent to info@fyredirect.com
RETURN PROCEDURE
- All return requests must be submitted in writing and sent to info@fyredirect.com
- If your return is approved you will receive an email from us with return instructions.
- Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
- We recommend taking a picture of the package and/or the item before shipping.
- Ship the package. We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
- Please provide us the tracking number.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.
QUESTIONS? EMAIL US: INFO@FYREDIRECT.COM
CANCELLATIONS
You can cancel your order free of charge up to 24 hours after the order was placed and if the order has not been physically shipped.
All unshipped orders canceled after 24 hours are subject to a $40 administration fee. The administration fee does not apply to orders that are out of stock, however if you have agreed to wait for the order to come back in stock and then would like to cancel, the administration fee will apply.
If your order has been shipped, a standard return procedure applies. A refund will be issued once we receive the returned package.
Refunds will only be issued to the original credit card that you use when placing your order.
Cedar Creek Sculptures Cancellation Policy:
FyreDirect.com will provide a 75% refund on all Cedar Creek Sculptures orders if they have not shipped but have started/completed construction.
EMAIL INFO@FYREDIRECT.COM
DAMAGED MERCHANDISE
In the event of damage to your product in shipping, please contact info@fyredirect.com to arrange for replacement and pick-up of the damaged product. Please refer to our Shipping Policy for more details.
EMAIL: INFO@FYREDIRECT.COM
DEFECTIVE MERCHANDISE
Most of our products come with at least a 1-year manufacturer's warranty. The warranty information can be found under the "Warranty" tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.
EMAIL INFO@FYREDIRECT.COM
PLEASE READ!
It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
ISSUE OF REFUNDS
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. All refunds will be made to the same card purchased from. Please also wait for your bank to process the refund amount (this can take up to 5 business days). If you attempt to return an item without a return authorization (including refusing delivery), past 30 days, or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
