Refund policy
Refunds & Returns Policy
We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must be:
- In the same condition as received
- Unused and uninstalled
- In its original packaging
- Accompanied by proof of purchase
How to Start a Return
To request a return, please contact us at info@southernfirepits.co.nz with your order number and reason for return.
Returns must be approved before being sent back. Items returned without prior approval will not be accepted.
If your return is approved, we will provide return instructions and the return address.
Return Shipping
Unless the item is faulty or damaged, customers are responsible for return shipping costs. Original shipping fees are non-refundable.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us within 48 hours of receipt if your item is damaged, defective, or incorrect. Please include photos so we can assess the issue and resolve it promptly.
Non-Returnable Items
The following items are non-returnable:
- Custom or made-to-order products
- Sale items
- Gift cards
If you are unsure whether your item is eligible for return, please contact us before purchasing.
Exchanges
We do not offer direct exchanges. To receive a different item, please return the original item (if eligible) and place a new order once the return has been approved.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at info@southernfirepits.co.nz