Refunds and Returns
At OutdoorLuxeLife, we proudly offer premium outdoor products that are often handcrafted, custom-built, oversized, or made-to-order. Due to the specialized nature of these products, our refund and return policies are necessarily detailed and specific.
We encourage all customers to carefully review product specifications, measurements, finishes, fuel requirements, and installation considerations before placing an order.
Measure your space to endure the product fits through doorways, entryways and fits in the space you have designated as its final placement.
Ensure truck access to your property.
Order Cancellations
Orders may generally be canceled within 24–48 hours of purchase without penalty, provided production has not yet begun. (Manufacturers have different time limits for cancellations, please call us as soon as you know you wish to cancel to get authorization.)
After 48 hours:
- Approved cancellations may be subject to a restocking fee of up to 25%
- Some cancellations may be issued as store credit
- Credit card processing fees may be deducted where applicable
Once production has begun, many orders become non-cancellable.
Custom-built, modified, powder-coated, personalized, or made-to-order items are generally considered final sale and are not eligible for cancellation.
Return Eligibility
Because many products are custom fabricated or freight shipped, returns are limited and must receive prior written authorization.
To qualify for an approved return:
- The request must typically be submitted within 20 days of delivery
- The item must be unused, uninstalled, and in original packaging
- The product must remain in new, resalable condition
- All accessories, manuals, and packaging materials must be included
Returns sent without authorization may be refused.
Non-Returnable Items
The following items are generally not eligible for return or refund:
- Custom or made-to-order products
- Powder-coated or modified items
- Installed gas components
- Ignition systems that have been connected or used
- Fire pits or appliances that have been burned or operated
- Used products
- Clearance or final sale items
- Products showing wear, misuse, outdoor exposure, or damage after delivery
Due to the artisan nature of our products, slight variations of color, texture or finish are expected and desirable. These are not considered defects and do not qualify for returns and refunds.
Freight Damage & Incorrect Shipments
Customers must inspect all shipments immediately upon delivery. If severe damage is present, please refuse delivery whenever possible.
If damage or an incorrect item is discovered:
- Notify OutdoorLuxeLife within 24–48 hours
- Provide photographs, videos, and delivery documentation
- Retain all original packaging
Visible freight damage should be documented on the carrier’s delivery receipt before signing. Please be specific and document all damage you can see.
Failure to report damage promptly may affect claim eligibility.
Return Shipping Responsibility
Unless otherwise approved due to verified manufacturer defect or shipping damage, customers are responsible for:
- Original outbound shipping charges
- Return freight costs
- Packaging expenses
- Freight coordination fees
All approved returns must generally be shipped prepaid and properly packaged.
Because many products are oversized freight items, return shipping costs can be significant.
Refund Processing
Once an approved return is received and inspected:
- Customers will be notified regarding approval or denial
- Approved refunds are generally issued to the original payment method
- Refund processing times may vary by financial institution
Shipping charges are non-refundable.
Return freight charges and applicable restocking fees will be deducted from approved refunds.
Exchanges
Exchanges are generally limited to products that arrive defective or damaged.
If an exchange is approved:
- The original product may need to be returned first
- Freight charges may apply
- Replacement lead times may vary
Store Credit
In certain situations, approved cancellations or special return considerations may be issued as store credit for future purchases.
Store credit decisions are evaluated on a case-by-case basis.
Warranty Information
Many products sold include manufacturer warranties covering defects in workmanship or materials.
Warranty coverage varies by product and may include:
- Structural warranties
- Burner warranties
- Ignition system warranties
- Limited residential-use warranties
Warranty coverage generally does not apply to:
- Improper installation
- Misuse or abuse
- Saltwater exposure
- Neglect or lack of maintenance
- Commercial use unless specifically approved
- Environmental wear
- Normal patina development
- Surface discoloration or finish aging
Please note: Natural weathering, heat exposure, and finish variations are often considered normal characteristics of outdoor products rather than defects.
Warranty Claims
To submit a warranty claim, customers should provide:
- Proof of purchase
- Order information
- Description of the issue
- Photos and/or video documentation
Manufacturers reserve the right to repair, replace, or substitute products of equal value at their discretion.
Warranty coverage typically excludes:
- Labor costs
- Installation expenses
- Shipping charges
- Incidental or consequential damages
Limitation of Liability
OutdoorLuxeLife is not responsible for:
- Improper installation
- Improper fuel connections
- Misuse or neglect
- Damage to surrounding surfaces or structures
- Freight delays beyond our control
- Weather-related deterioration
- Failure to follow manufacturer instructions
Customers are responsible for ensuring products are installed and operated safely and in compliance with local codes and regulations.
Website Errors
We make every effort to ensure that the content provided on our website is both current and accurate. However, errors can occur. Due to the ever-changing laws and regulations in the hearth industry, there may be delays, errors, and inaccuracies in the information contained herein.
Questions or Assistance
We believe exceptional service extends well beyond the moment of purchase. If you have questions regarding returns, freight deliveries, warranties, or product care, we are always happy to assist.
OutdoorLuxeLife LLC
+1 561-251-7252 | Michele@OutdoorLuxeLife.com
1011 Cornwall A, Boca Raton, FL 33434