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Refund policy

General Return Guidelines

Return requests must be submitted within 30 days of delivery.
Requests submitted after this period may not be eligible for return approval.

To begin a return, please email info@housefiregrill.com and include:

  • Order number

  • Delivery date

  • Reason for return

All returns require prior approval and a Return Merchandise Authorization (RMA) number.
Returns sent without approval or without an RMA may be refused.

Product Eligibility

To qualify for a return, all products must be:

  • Unused and uninstalled

  • In original packaging, including the box and pallet

  • In resalable condition

  • Accompanied by a valid order number

Returns may not be eligible for approval if:

  • The product has been used, installed, or modified

  • The product is not in resalable condition

  • Original packaging (including pallet) is missing

  • The return request does not include an order number

Restocking Fees & Cancellations

A 15% restocking fee applies to all eligible returns.

The restocking fee also applies if:

  • An order is cancelled after shipment

  • A shipment is refused after shipment

  • Incorrect shipping details are provided, resulting in a return to the warehouse

Restocking fees are deducted from the refund amount.

The restocking fee covers inspection, handling, and warehouse processing costs.

Return Shipping & Customer Responsibilities

  • For buyer’s remorse or change-of-mind returns:
    The customer is responsible for return shipping costs.

  • For confirmed defective or damaged items:
    We will provide instructions and support for return shipping.

Return instructions and the correct warehouse return address will be provided once the return is approved.

We are not responsible for delays caused by carriers, weather conditions, or circumstances beyond our control.

Do not ship returns to our mailing address listed below unless specifically instructed.

Non-Returnable Products

The following items are not eligible for return:

  • Products that have been used, installed, or modified

  • Products that are not in resalable condition

  • Products not returned in the original packaging

  • Accessories including (but not limited to):
    range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, lineguards, wall mounts, linesets, couplers, and similar accessory items

Damaged Products

Visible Damage at Delivery

If your item arrives with visible damage:

  1. Take clear photos of the packaging

  2. Refuse delivery

  3. Ensure the driver notes the damage on the Bill of Lading or Freight Bill

Concealed Damage (No Visible Box Damage)

  • Inspect the product immediately after delivery

  • If damage is discovered, take photos and email us right away

Reporting Damage

All damage must be reported within 48 hours of delivery.

Email info@housefiregrill.com with:

  • Order number

  • Description of the issue

  • Photos of the packaging and product

Keep all original packaging materials, as they may be required for inspection or claim processing.

Claims reported after 48 hours may not be eligible for approval.

Removal of old units and installation costs are not covered.

Exchange Policy

We do not offer exchanges.

If you would like a different product, please submit a return request (if eligible) and place a new order separately.

Refund Processing

Refunds are issued only after:

  • The returned product is received

  • The product is inspected

  • The return is approved by the warehouse

Refunds will be issued to the original payment method.

Please allow up to 7 business days after inspection approval for the refund to be processed. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Example refund calculation:
If an item costs $1,000 and a 15% restocking fee applies, $150 will be deducted. The refund would be $850 (excluding any non-refundable shipping fees, if applicable).

Original shipping charges are non-refundable unless the return is due to confirmed damage or defect.

How to Start a Return

To begin a return, email info@housefiregrill.com with:

  • Order number

  • Delivery date

  • Reason for return

Our team will respond with the next steps and instructions.

Contact Information : 

House Fire Grill 

Customer Service & Mailing Address:
1207 Delaware Ave #3954
Wilmington, Delaware 19806
United States

Email: info@housefiregrill.com 
Phone: +1 302-204-3206

Customer Support Hours:
Monday – Friday: 9:00 AM – 9:00 PM EST
Saturday – Sunday: 9:00 AM – 6:00 PM EST

Time Zone:  (GMT-05:00) Eastern Standard Time (New York)