Return and Refund Policy

At Luxe Heat Emporium we pride ourselves on having the best return policies in the industry. As the majority of our products are handmade to-order in the USA, 48 is the magic number. Cancel your order any time within 48 hours to receive a full refund. After 48 hours, the manufacturer will begin hand-crafting your order and a full refund of your order will not be possible. We also recommend that your product is installed by a licensed professional. Some manufacturers will void warranties and deny claims if the product was not installed by a licensed professional.

If you have questions, please send an email to support@luxeheatemporium.com or call us at (775) 256-0934.

Cancellations (Before Order Ships)

If you need to cancel an order after 48 hours, please contact us as soon as possible. After 48 hours, we are able to provide you with a 50% refund on your order before the hand-crafted item leaves the warehouse. Reach agents any time during business hours at (775) 256-0934, the chat in the bottom right, or email support@luxeheatemporium.com.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include: The Outdoor Plus, American Fyre Designs, Fire Magic, and Athena Glass. More brands will be added as available.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products. Exceptions include if you cancel your order within 48 hours. Should you do so, you are eligible for a full refund. Should you cancel your made-to-order product after 48 hours and before it leaves the warehouse, you may be eligible for a 50% refund.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 2-6 weeks, depending on custom-made product ordered.

Order delays have proven to be unavoidable and outside of Luxe Heat Emporium control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Refunds and Returns

If you need to return the product, you may do so either as a Freight Claim or Warranty Claim. Details about each are below. You must immediately contact agents at the Luxe Heat Emporium to initiate either process. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes, unless otherwise noted.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs.

Freight Claim: A freight claim is initiated when a product arrives damaged, is the incorrect product, or there is concealed damage upon opening the package. There are important steps to take to help Luxe Heat Emporium ensure you receive the hand-crafted product you ordered.

Inspecting your package thoroughly, taking thorough notes and pictures, as well as signing the Bill of Lading (BOL/shipment document) with "upon final inspection" is crucial.
Carriers and manufacturers will always try to protect themselves and can deny liability which is why you should never clean sign a BOL, even if the delivery appears undamaged. You also must provide all possible evidence (including pictures) needed to justify any claims. Doing so within 48 hours of receipt is imperative because after that time window closes, and Luxe Heat Emporium is no longer responsible for any damaged, missing, or wrong items. If you do miss the 48-hour mark, we still encourage you to reach out to us and we will try
our best to resolve the issue.
The driver delivering your product will allow you to inspect the freight. Some carriers/drivers are more willing to allow this than others as they may not have time to wait for you to break down pallets and open all the products. You will
always have the ability to inspect the outer packaging and notate “upon final inspection” on the BOL accordingly before the driver leaves.
Here's what to do in each situation:

- Receiving a shipment with visible damage: If visible damage to the products is evident, it is highly recommended that you refuse the shipment. This will automatically start the freight claim process and the damaged product will be sent back. We highly recommend taking photos of the product to document the damage seen at the time of delivery and ask that you notify our customer service team as soon as possible so we can get the product re-shipped.
- Contacting the Luxe Heat Emporium within 24 hours will allow our team to complete the freight claim form in its entirety with the required 48 hours of receipt. Our customers are responsible for inspecting all products at the time of delivery and are expected to submit any freight claims that are needed within 48 hours.
- If damage is seen on the outer packaging of the product but you think the product is still in good shape, you can receive the shipment. If you choose to receive the shipment, you must thoroughly inspect the outer packaging, clearly notate any damage on the BOL, and sign it with “upon final inspection”. Even if no evident signs of damage to the outer packaging are present, all BOLs should be marked with this verbiage and not signed clean. Signing clean can allow carriers to deny liability if any damage is found even within the 48-hour time frame.
- Receiving a shipment with concealed damage: We strongly encourage you to inspect and open all products within 48 hours as carriers tend to have strict policies with regard to damaged freight. It is crucial to notify us immediately to ensure the Luxe Heat Emporium support team may submit any needed concealed damage freight claims and pictures showing the undamaged packaging and the product within 48 hours so we can hold the carrier accountable.
- If you suspect you are missing or receiving the wrong product: Notate the missing or wrong items on the BOL and notify the Luxe Heat Emporium customer service team immediately. You will have 24 hours to report any missing or wrong product. If notified within the 24-hour window, Luxe Heat Emporium can arrange withing 48 hours to ship out the missing items and/or arrange for the wrong product to be shipped back to their facility. Rest assured, as long as we’re notified within 24 hours and we may contact the manufacturer within 48 hours, we will create a replacement shipment or issue a credit.

Warranty Claim: A warranty claim is initiated when a product is not functioning as it was designed. It is crucial to first know which products and parts are under warranty by which manufacturer before proceeding. Important steps to follow are outlined below.

Verify which manufacturer handmade your product.
Check their product warranties either in warranty booklets you received with your product or what is listed on the manufacturer's website.
Reach out to the manufacturer's tech support to troubleshoot the issue and gather any applicable part numbers, case numbers, etc.
Contact Luxe Heat Emporium agents with this information and we will initiate your claim for you.
Initiating this claim yourself may inhibit Luxe Heat Emporium's support team from assisting you through this process.
Lead times on receiving replacement parts can vary. his is especially true if items are on backorder. The manufacturer will share with our team the expected shipping date. Warranty items will be sent out at their earliest availability.

Delivery Checklist

Upon delivery, please make sure to check the following before signing for it.

Confirm that the shipment is yours. If the shipment isn’t yours, please refuse the delivery and contact our customer service team as soon as possible. Be sure to record the PRO/Tracking number prior to refusing the shipment.
Inspect and count all product that is being delivered. Make sure part numbers and quantities match the packing list. If anything does not match, you must notate it on the BOL and contact our customer service team within 24 hours of receipt.
Check for damage on the product. If there is suspected damage, please refuse the shipment. If the damage to the outer packaging seems minimal, you can receive the shipment but the damage must be clearly noted on the BOL. It is also best to practice taking pictures of the product at the time of receipt.
If the driver does not allow you to inspect the freight or is not giving you the opportunity to refuse the shipment, do not sign the BOL and contact our customer service team immediately.

If damage is visible at the time of delivery, you must:

Refuse the shipment and notify the Luxe Heat Emporium customer service team immediately.
If you choose to accept the delivery, the damage must be clearly noted on the BOL and the BOL must be signed “upon final inspection”.
Take pictures of the damaged product as they are needed for all claims.
Receive an exception number from the driver if the delivery receipt is on an electronic device.
Email support@luxeheatemporium.com within 24 hours of the shipment receipt notifying our team of the issue so we can provide a quick resolution to the matter.
Keep damaged product in or with the original packaging.
The consignee must hold the product and its contents in the same condition as when the damage was discovered while awaiting inspection by the carrier.
Inspections can typically be handled by our team as long as we have the evidence/pictures of the freight at the time of delivery.

If damage is not visible at the time of delivery, you must:

Sign the BOL, and note “upon final inspection”.
Open and inspect all product within 24 hours.
Take pictures of the outer packaging to provide evidence that the outer packaging did not have any visible damage at the time of delivery.
Complete and submit a freight claim for concealed damage with the Luxe Heat Emporium Customer Service/Support Team.

Please Read the Following

When you are making a purchase from Luxe Heat Emporium, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery and notate as well as take pictures if there is any damage and provide it to Luxe Heat Emporium within 24 hours of the product being delivered.
I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if my order has left the warehouse, I am unable to receive a full refund.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@luxeheatemporium.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

Warranty

Warranties vary depending upon the manufacturer. See details below.

The Outdoor Plus:

The Outdoor Plus Company (TOP) warranties fire pits against manufacturing defects that prevent safe and correct function as follows:

Stainless Steel and Brass Burner Tubes/Rings = Limited Lifetime Warranty
Electronics, Gas Valves, & Pilot Assembly: 1 year
Stainless Steel Pan & Valve Box: Commercial – 1 year; Residential – 3 years
This commences from the date of original sale / shipment from The Outdoor Plus
This warranty is for the parts and in-house (TOP) labor. The defective product must be sent back to TOP with a Return
Merchandise Authorization (RMA) issued by TOP for that specific product and any other additional information for the nature of the defect or warrant claim
The warranty does not cover items that have been damaged by overheating, modification, abuse, or improper storage.
Any labor involving installation or maintenance with the unit is not covered
This warranty excludes claims for consequential, indirect-collateral expenses arising from the products defects or warranty recovery.
This warranty is only applied to original purchases.

PRODUCT WARRANTY

The Outdoor Plus, Inc., warranties product against manufacturing defects that prevent safe and correct operation of the product commencing from the date of original sale or shipment from TOP. The warranty on parts and in-house labor will apply only to claims presented to us by our original customer and is in lieu of all other warranties expressed or implied. Please refer to the Warranty Chart above for warranty periods. The defective product must be shipped back with an RMA (Return Merchandise Authorization) issued by Luxe Heat Emporium for that specific product which states the nature of the defect or warranty claim. Product to be returned should be packed carefully- The Outdoor Plus is not responsible for shipping damage on returned items. The original purchase information will be required. RMA’s are only valid for 30 days from the date of issue b and will not be processed if received after the expiration date. The RMA number must be indicated on the outside of the return package and a copy of the RMA should be placed in the package with product.

Our warranty does not cover items that have been damaged by overheating products modification, abuse, improper storage, installation, or maintenance. All products must be professionally installed by a licensed contractor in good standing with the State in which it is installed, otherwise the warranty is voided. This warranty excludes claims for incidental or consequential damage and indirect collateral expenses arising from product defects or warranty recovery. Product manufactured by TOP including cLCus Certified models, cannot be altered or modified in any way.

The Outdoor Plus is not responsible for local codes and will not accept a return on any product that is not approved for installation. Please check with your local authorities or governing agencies for proper approvals before purchasing. TOP is not responsible for the actions including negligence of the installer.

PRODUCT TESTING PROGRAM: If you believe a unit or component you received is defective, The Outdoor Plus will gladly test any component at our facility. TOP will cover shipping back to you.

DEFECTIVE: If an item is found to be defective it will be repaired or replaced at our discretion. TOP will absorb all costs of outgoing freight and replacement or repair costs if product is in warranty.

NON-DEFECTIVE: If the product is found to be non-defective it will be returned to the customer – no credit will be given. Freight coming in are at the customer's expense.

Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Luxe Heat Emporium default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@luxeheatemporium.com,

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact support@luxeheatemporium.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.