Return and Refund Policy

30 Day Money Back Guarantee

We have a 30-day return policy, which means you have 30 days after receiving your item to request a full refund.

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.

To be eligible for a return, your item must be in its original saleable condition and packaging. Items that have been used or modified may not be returned.

The following are excluded from our return policy:

• Custom or Made-to-order items.

• Products which are eligible for parts under the manufacturer's warranty.

• Items that have been used or modified in any way.

• Items without the original packaging (including shipping pallet, if applicable).

• Change of mind returns
  

• Manufacturer declining the return.
  

The following brands are eligible for our Return Policy, but are limited to a 7-Day Returns window:

• Vermont Castings

Please note that the cost of original outbound shipping will be deducted from the refund total, as well as the cost of the return shipping.

If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.

To start a return, please send us an email at info@royalfirepits.ca with your order number and reason for return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please "Contact Us" if you have additional questions.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please allow some time for your bank or credit card company to process and post the refund.

Royal Fire Pits reserves the right to refuse a refund or apply a restocking fee if:

• The item returned does not match the original item shipped.

• The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.

• The item was damaged during return shipment due to improper or insufficient packaging.

• The item being returned has been used or is no longer in new and resalable condition.

• The item comes from a company that imposes a restocking fee.

• The item is being returned after the 30-day return window.

If you return your order once it has shipped, you will be responsible for return shipping fees and restocking fees, which vary by product but are usually around 20%.

Damages

You must take the time to inspect the packaging before you sign the delivery receipt from the carrier. If you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged, please send photos of the damaged item and the box with shipping label clearly visible, along with a brief description of the damage to info@royalfirepits.ca within 24 hours after delivery and we will process a claim on your behalf. Freight damage must be reported within 24 hours of arrival, or the freight damage claim will not be valid.

Do not refuse your shipment even if there is damage. In most situations, it is better to accept delivery of your order and allow us to address the problem directly. Refusing a shipment may cause delays in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization.

Missing Items

In the unlikely event your order is missing any items or parts, you must notify us within 24 hours of delivery. To report a missing item, please email info@royalfirepits.ca.

Royal Fire Pits will not be held responsible for any missing item claims received beyond 24 hours.

Cancellations

If you need to cancel an order, please contact us immediately. An order that has shipped cannot be cancelled, and our standard return procedure applies. Reach agents during business hours at 866-515-3834, the chat in the bottom right, or email info@royalfirepits.ca any time to request a cancellation.

Cancellations of Custom Orders

Custom or made-to-order products cannot be cancelled or refunded as these products are put into production specifically for your order. Once you place your order, they start building your unit. Your warranty will guarantee you a fully functional and operational product.

If it is not clear whether your order is custom or made to order, please message or call us. All sales are final for custom-made and made-to-order products.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our supplier and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, manufacturers' delays, or high shipping demand).

Order delays have proven to be unavoidable and outside of Royal Fire Pits control. While this might be frustrating, we ask you to please be patient and understanding. We thank you for your business and appreciate your patience.

Warranty

Warranties vary depending on the manufacturer. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer who files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.

Please Read The Following

When you are making a purchase from Royal Fire Pits, you are acknowledging the following of the exchange agreement:

• I understand I am to inspect the package upon delivery, an notate and take pictures if there is any damage and provide it to Royal Fire Pits within 24 hours of the product being delivered.

• I understand that I am responsible for the cost of original outbound shipping, cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.

• I understand that products need to be returned unopened and unused. An additional restocking fee may occur.

• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary product by product, but are usually around 20%.

• I understand that shipping date estimates outlined on product pages are estimated and may change due to factors completely outside of the control of Royal Fire Pits.

• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Royal Fire Pits (such as manufacturing and logistical constraints of our partner companies).