Refund policy

Returns & Exchanges Policy

Last Updated: April 20, 2026

At Lux Outdoor Fireplaces, we stand behind the quality of every product we offer. Our goal is to provide a fair and transparent return process for our high-ticket outdoor features.

Policy Detail Specification
Return Window 30 Days from date of delivery
Restocking Fee 20% (Applies to buyer's remorse/change of mind)
Return Shipping Paid by Customer (Remorse) / Paid by Lux (Damaged/Defective)
Item Condition New, Unused, Original Packaging
Refund Method Original Payment Method

1. Return & Exchange Eligibility

To be eligible for a return or exchange, items must be new, unused, and in their original packaging with all accessories, manuals, and components included.

  • Products that have been installed, used, modified, or damaged after delivery are not eligible for return.

  • Because our items are large, specialized products, they must be in resellable condition to qualify for a refund.

2. Return Window

We accept return requests within 30 days from the date of delivery. Requests submitted after this 30-day window are not eligible for a return or refund.

3. Return Fees & Shipping Responsibility

  • Customer-Initiated Returns (Buyer’s Remorse): For returns due to change of mind, preference, or ordering the wrong size/model, the customer is responsible for return shipping costs. * Restocking Fee: A 20% restocking fee will be deducted from the final refund amount for all customer-initiated returns.

  • Defective or Damaged Items: If the return is due to a manufacturer defect, damage in transit, or an incorrect item sent by us, Lux Outdoor Fireplaces will cover 100% of the return shipping costs and the restocking fee will be waived.

4. How to Start a Return (RMA Process)

To initiate a return, please follow these steps:

  1. Contact our support team at support@luxoutdoorfireplaces.com or call (877) 335-2178.

  2. Provide your order number and the reason for the return.

  3. Our team will provide a Return Merchandise Authorization (RMA) and the correct return shipping address.

  • Note: Do not ship items back to our corporate mailing address. Returns sent without an RMA will not be accepted.

5. Damaged or Defective Items

Please inspect your order immediately upon arrival.

  • Freight (LTL) Deliveries: Report damage within 48 hours.

  • Small Parcel (UPS/FedEx): Report damage within 15 days. Include clear photos of the product and packaging. Once verified, we will arrange a replacement, repair, or full refund at no cost to you.

6. Cancellations

Orders may be canceled for a full refund at any time before they have shipped. Once an order has been dispatched, it is subject to the standard return policy, including return shipping costs and restocking fees.

7. Refund Processing Time

Refunds are issued within 7 business days after the returned item is received, inspected, and approved. Refunds will be processed back to the original payment method.

Contact Us

Lux Outdoor Fireplaces Phone: (877) 335-2178

Email: support@luxoutdoorfireplaces.com

Business Address: 200 S. Wilcox St. Ste. 607, Castle Rock, CO. 80104

Note: This address is for correspondence only; please contact us for warehouse return instructions.