Returns & Exchanges

Our Commitment to Your Satisfaction

At Firepits Direct Store, we take pride in offering premium quality outdoor living products that transform your space. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Your satisfaction is as important to us as the craftsmanship of our fire pits and accessories.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you adequate time to inspect your purchase and ensure it meets your outdoor living needs.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

• In its original condition
• Unused and unassembled
• In the original packaging with all tags and labels attached
• Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

• Fire Pit Components that show signs of use
• Conversion Kits that have been opened
• Fire Pit Service Parts that have been installed or used
• Any products that have been assembled, used, or show signs of wear

Please carefully review product specifications before purchasing these items.

Step-by-Step Return Process

1. Initiate Your Return Request
   Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
2. Wait for Authorization
   Our team will review your request and provide return authorization and instructions within 2 business days.
3. Package Your Item
   Securely package the item in its original packaging, including all accessories and documentation.
4. Ship Your Return
   Send the package to our warehouse at:
   Firepits Direct Store
   105 Inglewood Dr, Glen Burnie, US 21060
   We recommend using a trackable shipping service and retaining your shipping receipt.
5. Processing Your Return
   Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund or exchange.

Refund Timeline & Method

Upon approval of your return:

• Processing Time: 3-5 business days after we receive your returned item
• Refund Method: Refunds will be issued to your original payment method
• Appearance on Your Account: Depending on your financial institution, refunds may take 5-10 business days to appear on your statement

Subject: Return/Exchange Request - Order #[Your Order Number]

Dear Firepits Direct Store Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Information:
- Order Number: [Your Order Number]
- Order Date: [Date of Purchase]
- Product Name: [Product Name]
- Product SKU: [If available]

Reason for Return/Exchange:
[Please briefly describe why you're returning or exchanging the item]

Preferred Resolution:
[ ] Refund
[ ] Exchange for [Specific Product if Exchanging]

I confirm that the item is in its original condition, unused, and includes all original packaging and accessories.

I look forward to your return authorization and instructions.

Thank you,
[Your Full Name]
[Your Phone Number]