Returns & Exchanges Policy

At Haven Outdoor Fireplaces, we want you to feel confident when making an investment in your outdoor space. We understand that fireplaces and fire features are significant purchases, so our returns and exchanges process is designed to be clear, fair, and straightforward.

Return & Exchange Eligibility

We accept eligible returns and exchanges for products that are new, unused, uninstalled, and returned in their original packaging with all accessories, components, manuals, and other included materials.

Products that have been installed, assembled, used, modified, or damaged after delivery may not be eligible for return. All returns must be authorized by Haven Outdoor Fireplaces before being shipped back.

We do not charge a restocking fee on eligible returns.

Return Window

Return requests must be submitted within 30 days of delivery. Please contact us within this period so we can confirm eligibility and provide return instructions.

Return Shipping Responsibility

For customer-initiated returns, including a change of mind, incorrect size selection, or other buyer-preference reasons, the customer is responsible for return shipping costs.

When available, we can provide a prepaid return shipping label for your convenience. The cost of the return label will be deducted from your refund.

For verified defective products, incorrect items, or errors caused by Haven Outdoor Fireplaces or our fulfillment partners, we will cover the applicable return shipping costs.

How to Start a Return or Exchange

Before returning any product, email support@HavenOutdoorFireplaces.com with your order number, the item you would like to return or exchange, and the reason for your request.

Our team will review your request and provide a Return Merchandise Authorization (RMA) along with return instructions. Please do not ship an item back without authorization, as unauthorized returns may not be accepted or properly credited.

Damaged or Defective Items

Please inspect your order carefully when it arrives.

For oversized items delivered by LTL freight, visible or concealed shipping damage should be reported to us within 48 hours of delivery. If damage is visible at delivery, note it on the carrier's delivery receipt before signing and take clear photographs of the packaging and product.

For smaller packages delivered by UPS or FedEx, please report shipping damage within 15 days of delivery.

If you receive a defective, damaged, or incorrect item, contact us promptly with photographs and relevant details. Once verified, Haven Outdoor Fireplaces will arrange the appropriate resolution and cover applicable shipping costs.

Cancellations

Orders canceled before shipment are eligible for a full refund. Once an order has shipped, it can no longer be canceled and must follow our standard return process.

Refund Processing Time

Once your authorized return is received and inspected, approved refunds are processed within 7 business days.

Eligible refunds include the original shipping cost. For customer-initiated returns, any applicable return shipping charges, including prepaid label costs provided by us, will be deducted from the refund.

Your financial institution may require additional time to post the credit to your account.

Our Error vs. Customer-Initiated Returns

If we shipped the wrong product or the item arrives defective or damaged and the claim is approved, Haven Outdoor Fireplaces covers the applicable shipping costs.

For returns based on customer preference, such as changing your mind or selecting the wrong size or model, the customer is responsible for return shipping.

Exchanges

To request an exchange, contact our support team for authorization. The original product must meet our return eligibility requirements.

For customer-requested exchanges, the customer is responsible for both the return shipping and shipping costs for the replacement item. If the exchange is necessary because of our error or a verified product defect, we will cover the applicable shipping costs.

Shop With Confidence

Our goal is to make purchasing from Haven Outdoor Fireplaces feel as dependable as it is enjoyable. If something isn't right with your order, contact us at support@HavenOutdoorFireplaces.com. Our team will work with you to understand the issue and provide a clear path toward resolution.