Refund policy
Thank you for shopping at American Fire Features. We take pride in providing you with the highest quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.
Damages
Offering you a selection of top-quality products and a pleasant, one-of-a-kind shopping experience is our top priority. While items are carefully packaged and insured by our manufacturing and entrusted shipping partners, unfortunately, accidents happen. Please inspect the packaging of your item(s) when they arrive. If you notice any damage at all, you should make note of it when signing for delivery- this ensures your ability to file an insurance claim. If your item(s) do arrive damaged, please send photos to info@americanfirefeatures.com and we will process an insurance claim and/or return merchandise authorization on your behalf. Please note:
- If you sign for the delivery, without inspection of your item for any damage or missing items, you accept that the received item(s) is in perfect condition.
- For order inspection, it must be conducted in front of the delivery person.
- Any defect/damage or missing item must be filed on the delivery receipt.
- Do not throw away any damaged piece(s) or the original wrapping.
- In case of serious damage, file the details on the delivery receipt and contact us at once to register the damage, within ONE business day. You must include all delivery details, together with associated photos for illustration of the damage.
Applicability of the return policy
This return policy is applicable for customers purchasing the products (it applies to all the products) from American Fire Features.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please email us at info@americanfirefeatures.com stating your reason for return and attach images/video of the product, provide your order number.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
Exchanges
If you would like to exchange your order with a similar or different item, we are here to assist you.
Order Cancellations
Order Cancellation Before Shipment
If you need to cancel your order, you must cancel within 24 hours to receive a full refund. Contact us at info@americanfirefeatures.com to have your order canceled immediately. Please provide the order details, including the order number, receiver’s name, and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 5 business days.
Because we support your right to change your mind, same-day cancellations incur in no penalties. After that, orders that have not shipped are subject to a 25% administration fee. There are no cancellations on orders that have already shipped, and custom and made-to-order products that have gone into production. To cancel an order please email us at customercare@americanfirefeatures.com.
Order Cancellation after Shipment
If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a full refund minus a shipping fee. All orders must be rejected at delivery.
After receiving your returned item, the full refund minus the shipping fee will be credited back to your original payment within 5 business days.
Received the Wrong Item
We follow careful order-picking procedures to ensure every product in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to info@americanfirefeatures.com indicating your order details. We will, upon request, send you the correct item or issue a full refund.
Warranty
American Fire Features sells all products with a manufacturer warranty unless otherwise specified. Please see our warranty page for more information on specific manufacturer warranties. The warranty for a specific product may also be found on the product's web page. American Fire Features offers no warranty in place of the manufacturer warranty.
What are the refund options?
Refund to the original payment method.
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 7 business days have passed since we’ve approved your return, please contact us at info@americanfirefeatures.com.
Contact Information:
Phone Number: +1 866-881-4048
Email: info@americanfirefeatures.com
Business Address: 500 Delaware Ave suite 1, Wilmington Delaware 19801, United States