Refund policy

Our Commitment

At Eternal Flame Outdoors (operated by Eternal Flame Unlimited LLC), we want you to feel confident in your purchase. We carefully select the products we offer and are here to assist you before and after your order.

Many of our products are large, specialized, configurable, made-to-order, or shipped by freight. Please review this policy before placing your order, and contact us if you have questions about the return eligibility of a specific product.

Return Eligibility

Eligible products may be returned within 30 days of delivery, subject to the conditions below.

To qualify for a return, the product must:

• Be new, unused, uninstalled, and undamaged
• Be in its original packaging
• Include all original parts, accessories, manuals, hardware, and documentation
• Be in resalable condition
• Have been purchased directly from Eternal Flame Outdoors
• Receive return authorization from Eternal Flame Outdoors before being shipped back

Products that have been installed, assembled, connected to gas, propane, electrical, or plumbing service, fueled, burned, used, altered, or modified are generally not eligible for return.

Return Authorization Is Required

Please do not ship a product back without contacting us first.

To request a return, contact us within 30 days of delivery:

Email: support@eternalflameoutdoors.com
Phone: (813) 599-0521

Please provide:

• Your order number
• Product name
• Reason for the return
• Photographs of the product and packaging, when requested

We'll review your request and, if the product is eligible, provide return authorization and return instructions.

Returns sent without prior authorization may be refused and may not qualify for a refund.

Preparing Your Return

Once your return has been authorized:

• Carefully repack the product in its original packaging.
• Include all parts, accessories, manuals, hardware, and other materials originally supplied with the product.
• Follow the return instructions provided by our team.
• Use a trackable and appropriately insured shipping method when you are responsible for return transportation.
• Ship the authorized return within the timeframe provided with your return instructions.

When the customer is responsible for return transportation, the customer is also responsible for ensuring that the product arrives at the designated return location safely and in acceptable condition.

Return Shipping Costs

For eligible returns due to a change of mind, incorrect size selection, project changes, ordering the wrong product or configuration, or other reasons not caused by Eternal Flame Outdoors, the manufacturer, or a verified shipping issue, the customer is responsible for return shipping or return freight costs.

For oversized or freight products, return transportation can be costly. We strongly encourage you to contact us before purchasing if you have questions about dimensions, specifications, fuel type, finishes, compatibility, or product suitability.

If you receive an incorrect product or there is a verified shipping or product issue for which Eternal Flame Outdoors or the manufacturer is responsible, we'll work with you to determine the appropriate resolution and applicable shipping arrangements.

Free Shipping & Returns

Eternal Flame Outdoors offers free standard shipping on all orders within the contiguous United States.

Our free standard shipping offer applies to the original standard delivery of your order.

For an eligible return due to a change of mind, incorrect size selection, project change, ordering the wrong product or configuration, or another reason not caused by Eternal Flame Outdoors or the manufacturer, the customer is responsible for the cost of return shipping or return freight.

We do not deduct the cost of the original free standard shipping from an otherwise approved refund.

Additional charges resulting from customer-requested upgraded delivery services, missed delivery appointments, storage, redelivery, reconsignment, address changes after shipment, or other special circumstances are separate from our free standard shipping offer and may remain the customer's responsibility when applicable.

Restocking Fees

Some manufacturers charge restocking fees on returned products.

When applicable, manufacturer restocking fees are typically 25% of the product price and may be deducted from the refund.

Any known applicable restocking requirement will be communicated during the return authorization process.

Restocking fees do not apply when prohibited by law or when otherwise waived as part of an approved resolution.

Non-Returnable Items

Certain products cannot be returned unless they arrive damaged, defective, or incorrect, subject to the applicable manufacturer, warranty, or shipping-claim process.

Non-returnable items may include:

• Custom or personalized products
• Made-to-order products
• Special-order products
• Products with custom colors, finishes, sizes, or configurations
• Products that have been installed or used
• Products that have been connected to gas, propane, electrical, or plumbing systems
• Products that have been fueled, burned, or fired
• Certain gas, fuel, ignition, or electrical components
• Clearance, final-sale, or discontinued products when identified as such
• Gift cards
• Products specifically identified as non-returnable on the product page or manufacturer documentation

If you're unsure whether a product is returnable, please contact us before placing your order.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

In-Stock Orders

We will make every reasonable effort to cancel an in-stock order before it enters fulfillment or ships.

Once an order has entered fulfillment, been released to the manufacturer or warehouse, or shipped, cancellation may no longer be possible.

If the order has already shipped and the product is otherwise eligible for return, it must be handled through the return process described in this policy.

Made-to-Order, Custom & Special Orders

Made-to-order, custom, and special-order products may enter manufacturer processing or production shortly after an order is placed.

Once manufacturer processing, customization, or production has begun, these orders may not be cancelable or refundable.

Please contact us immediately if you need to request a cancellation. We will confirm the order's status with the manufacturer and advise you of the available options.

Damaged Shipments

Shipping damage is handled differently from a standard return.

When receiving a freight shipment:

• Inspect the packaging and shipment carefully before signing.
• Note any visible damage on the carrier's delivery receipt before signing.
• Take clear photographs of the packaging and damaged areas.
• Keep the product and all packaging and shipping materials.
• Contact Eternal Flame Outdoors as soon as possible.

Visible damage should be noted on the carrier's delivery receipt before signing and reported to Eternal Flame Outdoors as soon as possible.

If concealed damage is discovered after unpacking your order, please notify Eternal Flame Outdoors within 7 days of delivery so we can assist with the claim.

Prompt reporting is important because freight carriers and manufacturers may impose their own claim deadlines.

We'll work with the carrier and/or manufacturer to determine the appropriate resolution, which may include replacement parts, repair, replacement, or another available remedy depending on the circumstances.

Please do not discard, return, repair, or otherwise dispose of a damaged product or its packaging until we provide instructions or confirm that the claim has been resolved.

Please see our Shipping, Delivery & Lead Times Policy for additional delivery information.

Refused Shipments

Please do not refuse a shipment solely because the exterior packaging appears damaged unless the shipment is clearly unsafe to accept or the carrier instructs you otherwise.

When possible, note visible damage on the delivery receipt, photograph the shipment, accept the delivery, and contact Eternal Flame Outdoors promptly so we can assist you.

If an undamaged shipment is refused without prior authorization from Eternal Flame Outdoors, it may be treated as a customer-initiated return.

The customer may be responsible for applicable return freight, storage, redelivery, reconsignment, or other carrier charges resulting from the unauthorized refusal, subject to applicable law.

The cost of the original free standard shipping will not be deducted from an otherwise approved refund.

Non-returnable products, including certain made-to-order, custom, or special-order products, do not become returnable solely because delivery is refused.

Defective Products & Warranty Claims

A product defect that develops after delivery is generally handled under the applicable manufacturer's warranty rather than as a standard return.

If you believe your product is defective, contact us with your order number, product information, photographs, and a description of the issue.

We'll help coordinate the claim with the manufacturer.

Warranty eligibility, coverage, and available remedies are determined according to the applicable manufacturer's warranty terms.

Please see our Warranty Information & Support page for additional details.

Incorrect Product Received

If you receive a product that does not match what you ordered, please contact us promptly.

Provide your order number and photographs of the product, packaging, model number, and shipping label when available.

Once verified, we'll work with you and the manufacturer or fulfillment partner to arrange an appropriate resolution at no additional shipping cost to you.

Please do not install or use an incorrect product while the issue is being resolved.

Missing or Lost Shipments

If tracking indicates a shipment is delayed or you believe your order may be lost, please contact us.

We'll work with the carrier to investigate the shipment.

If the carrier confirms that a shipment has been lost, we'll work with you to determine the appropriate replacement or refund based on the circumstances of the order and carrier claim.

Refunds

Once an authorized return has been received and inspected, we'll notify you of the status of your refund.

Approved refunds are issued to the original payment method, unless otherwise required by applicable law.

Depending on the circumstances of the return, applicable deductions may include:

• Manufacturer restocking fees, when applicable
• Return shipping or return freight costs when the customer is responsible for return transportation
• Missing components, accessories, manuals, hardware, or packaging
• Damage or diminished value that occurred after delivery and was not caused by Eternal Flame Outdoors, the manufacturer, or the carrier

We do not deduct the cost of the original free standard shipping from an otherwise approved refund.

Any applicable deductions will be determined based on the circumstances of the authorized return and communicated to you.

Products returned in a condition that does not meet the approved return requirements may be refused or may not qualify for a full refund.

Refund Processing Time

Once a refund has been approved and processed by Eternal Flame Outdoors, please allow additional time for your bank, credit-card issuer, or payment provider to post the credit to your account.

Processing times vary by financial institution and are outside our control.

Exchanges

Because many of our products are high-value, oversized, specialized, or shipped by freight, we generally do not process traditional retail exchanges.

If you would like a different model, size, finish, or configuration, please contact us.

If your original product is eligible for return, we'll explain the available options and help you place the correct order.

Products received damaged, defective, or incorrect will be handled through the applicable shipping, warranty, or order-resolution process.

Where Do I Send My Return?

Do not send returns to our business or mailing address unless specifically instructed to do so.

Many products must be returned directly to a designated manufacturer or distribution facility. The correct return destination depends on the product and manufacturer.

Once your return is authorized, Eternal Flame Outdoors will provide the appropriate return address and shipping instructions.

Products sent to an unauthorized address may be refused and may affect refund eligibility.

Manufacturer Warranties

Manufacturer warranties are separate from this Returns & Refunds Policy.

Warranty coverage, duration, exclusions, and remedies vary by manufacturer and product.

Eternal Flame Outdoors will assist customers with warranty claims for products purchased directly from us, but warranty eligibility and available remedies are determined according to the applicable manufacturer's warranty terms.

Please see our Warranty Information & Support page for additional information.

Questions Before Ordering?

With premium fireplaces, fire pits, grills, outdoor kitchens, and other large or configurable products, choosing the correct specifications before ordering can help avoid costly returns.

If you're unsure about:

• Product dimensions
• Fuel type
• Installation requirements
• Clearances
• Finish or color
• Accessories
• Compatibility
• Shipping requirements

please contact us before ordering.

We're happy to help you make the right selection.

Contact Us

Eternal Flame Unlimited LLC dba Eternal Flame Outdoors
Email: support@eternalflameoutdoors.com
Phone: (813) 599-0521
Hours: Monday–Friday, 9:00 AM–7:00 PM Eastern Time

By purchasing from Eternal Flame Outdoors, you acknowledge the return and refund terms applicable to your order, subject to rights that cannot be waived under applicable law.