Standard Returns (Non-Custom Items)

Eligibility

You may return unused, uninstalled items in their original packaging within 30 days of delivery for a refund.

Return Process

1. Contact us at sales@fireluxehome.com or 1-855-906-0626 to request a return authorization
2. Returns must be authorized before shipping back to us
3. Package the item securely in its original packaging
4. Ship the item back at your expense

Refund Amount

Your refund will be calculated as follows:

• Original purchase price
• Minus 15% restocking fee
• Minus original shipping costs (if applicable)

You are responsible for return shipping costs.

Processing Time

Refunds are processed within 7-10 business days after we receive and inspect the returned item. Refunds are issued to your original payment method.

Custom and Made-to-Order Products

All sales are final for custom-made and made-to-order products.

Custom orders cannot be cancelled, returned, or refunded once placed. Production begins immediately after your order is confirmed.

What qualifies as custom/made-to-order?

• Products built to your specifications
• Products manufactured after you place your order
• Items marked as "custom" or "made-to-order" on the product page

Order Cancellations (Before Shipment)

You may cancel standard (non-custom) orders free of charge before they ship.

Contact us immediately at:

• Phone: 1-855-906-0626 (business hours)
• Email: sales@fireluxehome.com (anytime)

We will process a full refund if we can stop your order before it leaves our warehouse.

Exchanges

Exchanges are available within 30 days of delivery. You are responsible for:

• Return shipping costs for the original item
• Shipping costs for the replacement item

We may assist with shipping costs on a case-by-case basis depending on the circumstances and product. Contact us to discuss your exchange.

Damaged or Defective Items

Shipping Damage

Inspect your delivery immediately. If you notice damage:

1. Note the damage when signing for delivery
2. Take photos of the damage, packaging, and SKU number
3. Contact us within 24 hours of delivery at sales@fireluxehome.com

Manufacturing Defects

Items covered by manufacturer warranty may be eligible for warranty service. Warranties vary by product—see individual product pages for details.

Note: Items damaged upon arrival must be reported within 30 days to qualify for warranty coverage.

BOGO Promotions

For Buy One, Get One (BOGO) promotions:

• Both items must be returned to receive a full refund
• Returning only one item results in store credit for that item's individual retail value
• Standard return fees apply (15% restocking fee + return shipping)

Shipping Times

• Order Processing: 1-2 business days
• Delivery: 5-7 business days

Estimated delivery times are provided on product pages. While we strive to meet these timeframes, delays may occasionally occur due to factors outside our control. We will notify you of any issues immediately.

Important Terms

By purchasing from FireLuxe Home, you agree to:

• Inspect packages upon delivery and document any damage within 24 hours
• Pay return shipping costs for returns and exchanges
• Return products unused, uninstalled, and in original packaging
• Accept a 15% restocking fee on returned items
• Accept that custom/made-to-order products cannot be returned

Dispute Resolution

Our return policy is designed to be fair and transparent. If you experience any issues with your order, please contact us directly so we can work together to find a solution.

We ask that chargebacks only be filed as a last resort, after allowing us the opportunity to address your concerns.