Refund policy
We want you to be completely satisfied with your JF Fire & Outdoor purchase. This policy explains how returns, refunds, and exchanges work.
Return window. You have 30 days from the date you receive your item to request a return. To be eligible, the item must be unused, in the same condition that you received it, and in its original packaging with all included accessories and documentation.
Non-returnable items. The following items cannot be returned: products that have been used, assembled, seasoned, or installed; custom or made-to-order items; gift cards; and clearance or final-sale items. Because many of our pieces are large-format and delivered or installed by our team, items that have already been installed are not eligible for return.
How to start a return. To start a return, contact us at julian@jffireoutdoor.com with your order number and the reason for the return. If your return is accepted, we will send you instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.
Return shipping. Unless the item is defective or the return is the result of our error, the customer is responsible for return shipping costs. Original shipping charges are non-refundable. For large-format items, please contact us before returning so we can coordinate safe transport.
Damaged, defective, or incorrect items. Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. We may request photos to process a claim with the carrier or manufacturer.
Refunds. Once we receive and inspect your return, we will notify you whether the refund was approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund.
Exchanges. The fastest way to get the item you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Contact. Questions about returns can be sent to julian@jffireoutdoor.com or +1 786 781 6946.