Refund policy

Return Timeline

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We will notify you once we’ve received and inspected your return, then let you know if the refund was approved or not.

Refund Processing

If your return is approved, you’ll be automatically refunded on your original payment method within 5-10 business days once we receive and inspect your return. Please allow additional time for your bank or credit card company to process the refund. If more than 15 business days have passed since we approved your return, please contact us at phoenixfireartllc@gmail.com or eric@phoenixfireart.com.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

How to Request a Return

To start a return, you can contact us at phoenixfireartllc@gmail.com or eric@phoenixfireart.com. For standard store products returns will need to be sent to the return address we provide in your return authorization email. *Please note: For custom orders only, if a return is eligible and accepted the item is to be returned to [8881 N. 101st. Dr., Peoria, AZ 85345]

If your return is accepted, we’ll send you a return shipping label via email at no charge, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Refunds will be issued to the original payment method used for purchase.

You can always contact us for any return question at phoenixfireartllc@gmail.com or eric@phoenixfireart.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If a custom order is damaged during shipping, we will provide either the tools and/or products with instructions on how to fix it or dependent upon the type of custom order, we may send a replacement. Replacements will not apply to custom fire feature or art sculpture orders. If there is a discrepancy concerning color, this is always confirmed and approved during the design process of the custom order, along with a disclaimer that we are not responsible for slight variations in color.

Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We do not accept returns for custom orders because these are custom made to customer specifications and cannot be resold or restocked. All custom order sales are final. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Standard products from our suppliers may incur a 15% restocking fee. For custom orders, there are no exchanges, all sales are final.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.