Returns & Cancellations
SUDFIRE Hearths are heavy, limited-batch live-fire products. Because of the production, freight, and delivery process, returns and cancellations are limited.
Cancellation Before Batch Close
For preorder or batch reservation orders, you may cancel your order for a full refund before the published batch close date.
To request cancellation, email info@sudfire.com with your name and order number.
Cancellation After Batch Close
After the batch close date, SUDFIRE begins finalizing production allocation, inventory planning, freight coordination, and delivery preparation.
Cancellation requests received after the batch close date may be declined or may be subject to cancellation fees, restocking fees, payment processing fees, freight charges, allocation costs, or other costs.
Returns After Delivery
SUDFIRE does not accept standard buyer’s-remorse returns after delivery.
Returns may be accepted only for:
Delivery damage reported according to the Shipping & Delivery Policy.
Eligible manufacturing defects covered by the Limited Warranty.
Nonconforming products, such as the wrong model or wrong finish, reported within 48 hours of delivery.
Non-Returnable Items
The following are not eligible for standard return:
Products that have been assembled, installed, burned, seasoned, used, or modified.
Products damaged by improper fuel, misuse, neglect, weather exposure, or failure to follow care instructions.
Products used for commercial, rental, hospitality, demonstration, or event purposes without prior written approval.
Custom or special-order items.
Opened or used accessories.
Opened or used wood products.
Products without proof of purchase or outside the applicable warranty period.
Return Authorization Required
All returns require prior written authorization from SUDFIRE. Unauthorized returns will not be accepted.
To request return authorization, email info@sudfire.com.