Refund policy

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, exchange, or cancel an order. 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 top-quality products and a smooth shopping experience is our top priority. While items are carefully packaged and insured by our manufacturing and shipping partners, accidents can happen during transit.

Please inspect the packaging of your item(s) at the time of delivery. If you notice any visible damage, note it on the delivery receipt before signing. This ensures your ability to file an insurance claim.

If your item(s) arrive damaged, please send photos to info@americanfirefeatures.com, and we will process an insurance claim and/or a return merchandise authorization on your behalf.

Please note:

  • If you sign for delivery without inspection, you acknowledge that the received item(s) are in perfect condition.
  • Inspections must be done in front of the delivery person.
  • Any defects, damages, or missing parts must be recorded on the delivery receipt.
  • Do not throw away any damaged pieces or the original packaging.

In case of severe damage, file the details on the delivery receipt and contact us within one (1) business day, including all delivery details and clear photos.

If your order arrives severely damaged or beyond repair, you may refuse delivery without any additional cost. In these cases, you will not be responsible for return shipping charges or restocking fees.

Applicability of the Return Policy

Returns

Returns apply to orders that were delivered in perfect condition but are being sent back due to customer reasons, such as:

  • The customer changed their mind.
  • The customer ordered the wrong product or size.
  • The product did not meet personal expectations, despite being delivered as described and in good condition.

In these cases:

  • The product must be clean, unused, and in its original packaging.
  • Returns and reshipment shipping costs are the responsibility of the buyer.
  • Returns must be requested within 48 hours of delivery.
  • Refunds will only be issued to the original payment method used at checkout.
  • A 25% restocking fee will apply.

These terms do not apply in cases of damage during shipping or manufacturer defects. If an item arrives damaged or defective, we will handle the replacement or refund at no cost to the customer.

There are no returns on:

  • Custom or made-to-order products.
  • Used products.
  • Products without original packaging.

To Initiate a Return

  1. Obtain a Return Authorization Number (RAN) by emailing customercare@americanfirefeatures.com
    Include your order number, full name, and reason for the return.
  2. We will provide you with your RAN and the correct return address.
    Do not send returns to the corporate address; use the address provided.
  3. If a package is refused at delivery for reasons unrelated to damage or defect, the buyer will be responsible for return shipping charges and restocking fees.

Exchanges

If you wish to exchange your order for a similar or different item, please contact us at info@americanfirefeatures.com. We will be happy to assist you with the process and provide the appropriate instructions.

Order Cancellations

Order Cancellation Before Shipment

Orders can be canceled within 24 hours for a full refund.
Please email info@americanfirefeatures.com with your order number, receiver’s name, and email address.

After 24 hours:

  • Orders that have not yet shipped may be canceled but will incur a 25% administration fee.
  • Orders that have already shipped or are custom/made-to-order cannot be canceled once production has started.

Refunds for canceled orders will be processed within 5 business days and credited to the original payment method.

Order Cancellation After Shipment

If you cancel an order after it has shipped but before it is delivered, you may refuse the delivery.
In that case, you will receive a refund minus the shipping cost once the returned item is received and inspected.

Received the Wrong Item

We follow strict procedures to ensure that every product shipped is correct, but mistakes may occur.

If you received the wrong item, you may:

  • Keep it with a partial refund, or
  • Request the correct item at no cost (we will provide a prepaid return label).

Please email info@americanfirefeatures.com with your order details to initiate the correction.

Warranty

All products sold by American Fire Features include the manufacturer’s warranty, unless otherwise specified.
Please refer to our Warranty Page or the product listing for details on specific coverage.
American Fire Features does not offer additional warranties beyond those provided by the manufacturer.

Refund Options

Refunds are issued to the original payment method used at checkout.

Once we receive and inspect your returned item, we’ll notify you of the approval or rejection of your refund.
If approved, a refund will be processed within 5 business days.
Please note that it may take additional time for your bank or credit card company to post the refund.

If more than 7 business days have passed since your refund was approved, please contact us at info@americanfirefeatures.com.

Contact Information

Phone: +1 (866) 881-4048
Email: info@americanfirefeatures.com

Business Address:
500 Delaware Ave, Suite 1
Wilmington, Delaware 19801
United States