Refund policy
Return & Refund Policy
Every Wood Fire Home order ships direct from the manufacturer or distributor to your door. This policy explains what to do if something arrives damaged or wrong, and what you can return if you change your mind.
1. Damage you can see on delivery
Inspect the carton and the product before you sign for it. If there is visible damage, refuse the delivery and contact us the same day at support@woodfirehome.com. We will send a replacement or give you a full refund, at no cost to you. Please note that if you sign for a visibly damaged delivery, the carrier will usually reject the claim, and freight damage is not covered by the manufacturer's warranty.
2. Concealed damage or defects
If you find damage inside the packaging, or a defect, contact us within 48 hours of delivery with photos of the product and packaging. Keep all packaging until the claim is settled. We will arrange collection and send a replacement or give you a full refund. You pay nothing.
3. Wrong item, missing parts, or not as described
Contact us within 14 days of delivery. We will send the correct item or missing parts, or give you a full refund, and we cover the cost of return shipping.
4. Change of mind
You can return an item within 30 days of delivery if it is unused, uninstalled and in its original packaging. Contact us first for a return authorization, as returns sent without one cannot be accepted. You pay the return freight, and we refund the purchase price less a 20% restocking fee.
5. Items that cannot be returned
- Products that have been installed, connected to gas or power, or used
- Special-order, made-to-order and custom-finish items (for example powder-coated fire pits and special-order fireplaces). These are marked on the product page.
- Damage caused by improper installation, misuse, or accidents
After the return window
Faults that appear after these windows are covered by the manufacturer's warranty. Contact us and we will help you file the claim with the manufacturer.
Refunds
Once a return is approved, or a returned item has been received and inspected, we refund your original payment method. Your bank may take a few business days to show the credit.
Contact us
Email support@woodfirehome.com or call +1 (307) 224-9142 with your order number.