Refund policy
Fireside Comforts
At Fireside Comforts, products ship directly from our manufacturer partners. Because of this, return, refund, cancellation, and warranty policies may vary by product and brand.
Please review the return details listed on each product page before purchasing.
General Return Guidelines
Cancellation window: Orders may be canceled free of charge before shipment unless the item is custom, made-to-order, or already in production.
Return eligibility: Returns may be accepted depending on the manufacturer’s policy and the condition of the product.
Condition requirements: Products must be unused, in original packaging, and in resalable condition.
Return approval: All returns must be approved before being sent back. Some brands require a Return Merchandise Authorization, also known as an RMA.
Return costs: Customers are responsible for return shipping costs and any applicable restocking fees unless otherwise stated.
Large freight items: Some large items such as saunas, hot tubs, fire features, and custom products may not be eligible for return once shipped.
Refund timing: Refunds are issued after the returned product is received, inspected, and approved by the manufacturer or fulfillment partner.
Damaged or Defective Items
Inspection required: Please inspect your order upon delivery and document any visible damage with photos.
Reporting damage: If your item arrives damaged or defective, contact us as soon as possible with photos and a description of the issue.
Resolution support: We will work with the manufacturer and carrier to help resolve the issue as quickly as possible.
Warranty claims: Warranty coverage varies by manufacturer and does not usually cover shipping damage, improper installation, misuse, normal wear and tear, or failure to follow care instructions.
BuenoSpa
Cancellation window:
Orders may be canceled within 2 business days of purchase for a full refund. After 2 business days, a 10% cancellation fee may apply. Orders canceled after shipment may be subject to return shipping charges and restocking fees.
Return window:
Returns and exchanges require approval and must follow the manufacturer’s return timeframe.
Restocking fee:
Returns or exchanges after shipment may be subject to a 10% restocking fee and return shipping costs, which may be significant for large items.
Condition requirements:
Items must be in original, salable condition and free from cosmetic or structural damage.
Return process:
All returns require an approved RMA before being sent back. Returns without an RMA cannot be accepted.
Additional notes:
Custom-built or made-to-order items are non-returnable. Original shipping and handling charges are non-refundable. Customers are responsible for safe packaging, return shipping, and insurance.
Elementi
Return window:
Returns are accepted within 15 days of delivery and require an approved RMA.
Restocking fee:
A 15% restocking fee applies. Return shipping costs are the responsibility of the customer.
Condition requirements:
Products must be unused, in brand-new, resalable condition, and in original packaging.
Return process:
The RMA must be clearly written on the package. The RMA is valid for 15 days. C.O.D. shipments are not accepted.
Refund timing:
Refunds are issued after the item is received and inspected. Missing parts may be deducted from the refund.
Damage reporting:
Claims for lost or damaged shipments must be reported within 7 days of delivery. Original packaging should be kept for carrier inspection and claim processing.
Warranty:
Elementi fire features and accessories include a 1-year limited warranty covering defects in parts and workmanship under normal residential use.
Additional notes:
Warranty does not cover freight, labor, removal, reinstallation, improper installation, misuse, neglect, weathering, staining, fading, scratches, decorative rock, or unauthorized modifications. Minor surface variations, hairline cracks, color differences, water marks, and casting imperfections are normal and are not considered defects.
Golden Designs
Cancellation window:
Orders must be canceled within 24 hours of purchase. Cancellations after 24 hours may be subject to shipping, handling, and restocking fees.
Return window:
Returns must be requested and processed within 30 days of delivery.
Restocking fee:
A 20% restocking fee may apply depending on the condition of the product. Shipping charges both ways may also apply.
Condition requirements:
Returned items must be new, unused, and in original packaging.
Return process:
All returns must be pre-approved and require an RMA. Returns without approval may be refused.
Refund timing:
Refunds are issued after the product is received, inspected, and approved. Refunds may be denied if the item is used, damaged, missing packaging, or returned without authorization.
Warranty:
Golden Designs products include a manufacturer warranty. Warranty details may vary by product and are listed in the product manual.
Additional notes:
Customers are responsible for return shipping damage and should consider insured shipping.
LeisureCraft
Cancellation window:
Orders may be canceled free of charge within 14 days of being placed. After 14 days, a $350 cancellation fee applies. Orders cannot be canceled within 7 days of the ship date.
Order changes:
Orders may be changed free of charge within 14 days of being placed. After 14 days, a $350 change fee applies. Orders cannot be changed within 7 days of the ship date.
Return window:
LeisureCraft does not normally accept returns. If a return is approved, the product must be returned in its original packaging and condition.
Restocking fee:
If a return is approved, a 20% restocking fee applies. The customer is responsible for all return shipping costs. LeisureCraft will inspect the returned product and determine the amount of the refund.
Condition requirements:
Replacement parts or warranty support may be available depending on the situation and manufacturer approval.
Refused delivery:
Please do not refuse delivery without contacting us first. If a delivery is refused and the product must be rerouted or resold, a 15% restocking fee may apply. The customer is also responsible for any shipping and rerouting costs.
Damage reporting:
Claims for missing components or shipping damage must be reported within 30 days of delivery. Please take clear photos and note any visible damage on the delivery paperwork.
Warranty:
LeisureCraft products include a limited 5-year warranty against defects in materials and workmanship under normal residential use.
Additional notes:
The warranty is limited to replacement parts and does not include labor, service, or installation costs. Warranty does not cover normal wear and tear, improper installation, insufficient maintenance, weather damage, environmental damage, or failure to follow manufacturer instructions.
Liberty Spas
Cancellation window:
Orders canceled 60 days or more after payment may be subject to a cancellation fee of up to 5% of the total order amount.
Return window:
Liberty Spas hot tubs, swim spas, and saunas are not eligible for return. All sales are final.
Damage reporting:
Shipping damage must be reported within 48 hours of delivery. Please take clear photos and contact us as soon as possible so a claim can be submitted.
Warranty:
Liberty Spas products include a 2-year parts and labor warranty. Warranty service is handled through Liberty Spas and its authorized service network.
Additional notes:
Please inspect your order carefully at delivery. Warranty coverage and service are subject to the manufacturer’s warranty terms.
Luxury Spas USA
Cancellation window:
Please contact us as soon as possible if you need to cancel your order. In-stock products may ship within 1–2 business days. Once an order has shipped, shipping and return-related charges may apply.
Return window:
Returns may be requested within 20 days of the shipping date. Products must be new and in resalable condition.
Restocking fee:
Products that are not properly packaged and are damaged during return shipping may be subject to a restocking fee of up to 25%.
Condition requirements:
Products must be returned in their original condition with all original packaging, manuals, accessories, crate, and other included materials.
Return shipping costs:
Fireside Comforts provides free shipping at the time of purchase. However, for returns due to customer preference or other reasons not related to a product defect, the customer is responsible for the actual original shipping cost and return shipping cost.
Return process:
Please contact us before sending a product back. We will provide return instructions and help coordinate the return process.
Refunds:
Refunds are issued after the returned product is received and inspected. Applicable original shipping, return shipping, and other return-related fees will be deducted from the refund.
Defective products:
Please open and inspect your product as soon as it arrives. If you discover a defect or concealed damage, contact us right away. Eligible defective or broken products may be repaired or replaced at no charge. After 30 days, defects are handled under the manufacturer's warranty.
Warranty:
Luxury Spas USA hot tubs include manufacturer warranty coverage. Warranty claims are handled through Luxury Spas USA and may be resolved through repair or replacement according to the manufacturer's warranty terms.
Additional notes:
Please keep all original packaging and materials until you have inspected your product and confirmed that it is in good condition.
Redwood Outdoors
Cancellation window:
Orders may be canceled within 7 days of purchase for a full refund. Cancellations after 7 days may be subject to a 3.5% cancellation fee.
Return window:
Returns may be accepted within 30 days of delivery with prior written approval.
Restocking fee:
Approved refunds may exclude shipping charges, handling fees, return freight costs, and other applicable fees.
Condition requirements:
Products must be returned in the original wooden crate and properly prepared for return shipping.
Return process:
All returns must be approved in writing before being sent back. Returns requested after 30 days will not be accepted.
Damage reporting:
Damage must be noted on the delivery paperwork before signing. Photos and details should be sent within 7 days of delivery.
Additional notes:
If a bundle discount was applied and part of the bundle is canceled or returned, the refund may be adjusted to reflect regular pricing on the items kept.
Return Support
If you have questions about cancellations, returns, refunds, or warranty support, please contact us before sending anything back.
support@firesidecomforts.com
715-921-8262