Return and Refund Policy

Cancellations & Refunds: At Deluxe Flame we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).

If you have questions, please send an email to salesteam@deluxeflame.com

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (866) 545-3105 , the chat in the bottom right, or email salesteam@deluxeflame.com any time. We will process the cancelation request withing 24 hrs.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. These units are custom-made to your specification or created once you 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.

Refunds and Returns.

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. 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.

Return policy is based on delivery day not purchase day.

Return and Refund Process

After purchase, you have 30 days to return item. After 30 day you are not longer able to return item.

If you want a refund , the request will be processed within 24hrs.

To start the return process please following steps:

Email, text, call, or use the chat button in our page within 30 days of your purchase. please remember that you will be responsible for all shipping cost.

Within 24hrs, you will receive a confirmation that your request has been processed. return shipping labels, and detailed instructions will be emailed to you within 24hrs. From the date you receive this email, you will have 30 days to return the product.

3.After shipping to return item is received , we will process your refund. The customer will received the refund within 3-5 business days . Refund will be processed back to the original method of payment.

Holiday Policy

Items purchased from November 1st – December 31st can be returned until January 31st.

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. All orders are dispatched within 1-2 business days and delivered within 5-9 business days.

Order delays have proven to be unavoidable and outside of Deluxe Flame control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Deluxe Flame , you are acknowledging the following of the Exchange Agreement:

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

I understand that I am responsible for the 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 my order has left the warehouse, I am unable to receive a full refund.

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 by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, 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 damage, box, and SKU, along with a brief description of the damage to salesteam@deluxeflame.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

Exchanges

f you'd like to swap your purchased item for something similar or an entirely different product, we're here to assist you! We provide two options for exchanges – Standard Exchange and Expedited Exchange. Please be aware that all our standard return policies remain applicable.

Standard Exchange: After you return the product you wish to exchange, we'll credit the amount to your new order and initiate the processing promptly.

Expedited Exchange: If you require the replacement product to be shipped before we receive your return, we kindly request you provide a credit card to be placed on file. Please ensure the return is sent back within 30 days to avoid any additional charges.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

Deluxe Flame default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact salesteam@deluxeflame.com

Chargebacks

Our team of agents is 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 that 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. Thank you for shopping with us!

Contact salesteam@deluxeflame.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.