Refund and Returns Policy

Effective Date: January 18, 2025

At Pure Luxury Fires, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, we offer a comprehensive refund and returns policy to ensure that you are happy with your experience.

1. Returns

We accept returns on most items within 30 days of purchase, provided the product is in new, unused condition with all original packaging and tags intact.

  • Eligibility: Items must be returned in the condition you received them, including all accessories, manuals, and original packaging.
  • Non-Returnable Items: Some items, such as custom-built or personalized products, are not eligible for return unless they are defective or damaged upon arrival.
  • Return Process: To initiate a return, please contact us at contact@pureluxuryfires.com or call us at (928) 532-5750. We will provide you with a Return Authorization Number and instructions for shipping the item back to us.

2. Refunds

Once we receive your returned item, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase.

  • Processing Time: Refunds will be processed within 7–10 business days after we receive your returned item. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
  • Shipping Costs: Shipping costs are non-refundable, and customers are responsible for the return shipping fees, unless the return is due to a defective product or an error on our part.

3. Damaged or Defective Items

If your product arrives damaged or defective, please contact us immediately. We will arrange for a return, exchange, or refund based on your preference.

  • Damage Claims: If the item is damaged during transit, please retain the original packaging and contact us within 7 days of receiving the item. We may request photos of the damaged product and packaging to process your claim.

4. Exchanges

If you would like to exchange your item for a different model or size, please follow the return process outlined above and place a new order for the item you wish to receive. The cost of the new item will be charged to your payment method, and any applicable refunds will be issued for the returned item.

5. Cancellations

If you wish to cancel an order, please contact us immediately. We can cancel the order if it has not yet been processed or shipped. Once an item has shipped, you will need to initiate a return.

6. Restocking Fees

In some cases, we may charge a restocking fee for returned items. The fee will be communicated to you at the time of the return request and will not exceed 15% of the purchase price of the item.

7. Refund Processing Time

Once your return has been received and inspected, we will notify you of the status of your refund. Refunds will be processed to the original payment method, and you will be notified by email once the refund is completed.

8. Changes to the Refund and Returns Policy

We may update or modify this Refund and Returns Policy from time to time. Any changes will be posted on this page with the updated effective date. Please review this policy periodically for any updates.

9. Contact Us

For any questions regarding our Refund and Returns Policy, or if you need assistance with a return or exchange, please contact us: