Returns & Cancellations
Sudfire Hearths are substantial, limited-production live-fire products. Because of their size, weight, freight requirements, and delivery preparation, returns and cancellations are limited.
Please review your selected model, finish, accessory setup, estimated delivery window, and delivery options before placing your order.
Order Cancellations
Within 48 Hours of Purchase
Orders may be canceled for a full refund within 48 hours of purchase, provided the order has not already shipped or entered local delivery.
To request cancellation, email info@sudfire.com with your name and order number.
After 48 Hours but Before Fulfillment
After the initial 48-hour period, you may still request cancellation before your Hearth has shipped or entered local delivery.
Approved refunds may be reduced by actual, nonrecoverable costs already incurred specifically for your order, including applicable payment-processing fees, special-order components, or freight already booked.
Sudfire will explain any deduction before the cancellation is finalized.
After Shipment or Delivery Begins
Once an order has been transferred to a freight carrier or entered local delivery, it can no longer be canceled. The return and delivery-damage terms below will apply.
Custom, modified, or specially ordered products may have different cancellation terms disclosed before purchase.
Estimated Delivery and Delays
Delivery dates and windows shown on the website are estimates.
If Sudfire learns that an order cannot ship within the estimated period provided at purchase, we will contact the customer with an updated estimate and the options required by applicable law.
Customers will not be required to accept an indefinite delay.
Returns After Delivery
Sudfire does not accept standard buyer’s-remorse returns after delivery.
Returns or other remedies may be considered only for:
Delivery damage reported according to the Shipping & Delivery Policy
An incorrect model, finish, or product received
Missing components reported within 48 hours of delivery
Eligible manufacturing defects covered by the Sudfire Limited Warranty
If an incorrect, damaged, or incomplete product is received, do not light, season, modify, or continue assembling it until Sudfire has reviewed the issue.
Delivery Inspection
Inspect your Hearth and packaging promptly when it arrives.
Visible freight damage should be photographed and noted with the carrier before the delivery is accepted whenever possible.
Delivery damage, missing components, or order discrepancies must be reported to Sudfire within 48 hours. Keep all packaging materials while the claim is being reviewed.
Non-Returnable Items
The following are not eligible for standard return:
Hearths that have been burned, seasoned, used, or modified
Products damaged by misuse, improper fuel, accelerants, unsafe placement, neglect, improper maintenance, or failure to follow the Owner’s Manual
Custom or special-order products
Products used for commercial, rental, hospitality, demonstration, or event purposes without prior written approval
Opened or used wood products
Used gloves, tools, covers, or cooking accessories
Products returned without prior authorization
Claims that do not qualify under the applicable Limited Warranty
Normal Corten patina, carbon-steel seasoning, heat discoloration, cosmetic wear, surface oxidation caused by improper care, and other expected changes from live-fire use are not manufacturing defects.
Return Authorization Required
All returns require prior written authorization from Sudfire.
To request review, email info@sudfire.com and include:
Customer name
Order number
Product model and finish
Description of the issue
Clear photographs or video
Photographs of the packaging when freight damage is involved
Do not arrange return freight or send a product back without written instructions from Sudfire. Unauthorized returns will not be accepted.
Approved Remedies and Refunds
Depending on the circumstances and applicable warranty terms, Sudfire may provide replacement components, repair instructions, repair, replacement, refund, or another appropriate remedy.
Approved refunds will be issued to the original payment method. Processing time after issuance depends on the customer’s bank or payment provider.
Shipping, delivery, removal, installation, or return-freight costs are nonrefundable unless Sudfire confirms otherwise in writing or the claim results from an eligible Sudfire error, covered defect, or properly reported delivery damage.
Questions
Questions about an order, cancellation, delivery, or return may be sent to:
Sudfire LLC
Email: info@sudfire.com
Website: sudfire.com
Nothing in this policy limits rights that cannot legally be waived under applicable law.