Returns & Refunds Policy

Return and Refund Policy

Effective Date: August 6, 2025

0. Returns Policy Summary

• Returns require an approved Return Merchandise Authorization (RMA) and must be authorized in advance following distributor-specific procedures. Return instructions will be provided after approval.
• Return requests must be submitted within 30 days of delivery
• Items must be new, unused, and in original packaging
• Customers are responsible for return shipping unless the product is defective
• Approved returns may be subject to a restocking fee up to 20%
• Refunds are issued to the original payment method within 5–10 business days after inspection

 

1. Scope and Applicability

This Return & Refund Policy applies to all purchases made through Outdoor Embers (“Company,” “we,” “us,” or “our”), including products fulfilled, drop-shipped, or supplied by third-party distributors such as F&C Distributors.

Certain products are subject to distributor-specific return, freight, and restocking requirements, which may limit or override general return eligibility.

2. Return Authorization (RMA) Required

No returns will be accepted without a Return Merchandise Authorization (RMA).

To request an RMA, customers must contact us at:

RMA approval is subject to distributor and manufacturer policies. Outdoor Embers will assist customers throughout the return authorization process and provide clear instructions once a return is approved.

3. Return Eligibility & Timeframes

3.1 General Return Window

  • Outdoor Embers accepts return requests within 30 days of delivery, subject to distributor approval and RMA authorization.

  • All return requests are subject to distributor invoice and RMA timing requirements. Meeting the customer request window does not guarantee return approval. AND

  • Returned merchandise must be received by the distributor within 90 days of the original invoice date, AND

  • Merchandise must be shipped within 10 days of RMA issuance.

Failure to meet any of these conditions' voids return eligibility.

4. Condition of Returned Merchandise

All approved returns must meet ALL of the following conditions:

  • New, unused, and uninstalled

  • In original packaging

  • In resaleable condition

  • Include all manuals, accessories, parts, and packaging materials

Items showing signs of use, installation, or damage will be refused and returned to the customer at the customer’s expense.

5. Restocking Fees

Approved returns are subject to a restocking fee of up to 20%, as assessed by the distributor.

Restocking fees are non-negotiable and deducted from any approved refund.

Original outbound freight charges are non-refundable under all circumstances.

6. Non-Returnable Items

The following items cannot be returned:

  • Special-order products

  • Non-stock or custom items

  • Drop-shipped products designated as Final Sale

  • Products previously installed or used

  • Gift cards

  • Clearance or discontinued items

7. Freight & Shipping Costs

7.1 Outbound Shipping

  • Original shipping charges are non-refundable, including promotional or “free shipping” offers.

7.2 Return Shipping

  • Customer is responsible for ALL return freight charges, including LTL and freight shipments.

  • This includes returns due to change of mind, incorrect sizing, or buyer error.

7.3 Refused Shipments

If a shipment is refused:

  • Customer is responsible for all freight charges, return freight, and any carrier fees incurred.

  • Additional service or handling fees may apply.

8. Freight, LTL & Large Item Disclaimer

Many Outdoor Embers products ship via LTL or common carrier freight.

Customers must inspect all freight deliveries immediately upon receipt.  Most freight deliveries are curbside unless otherwise specified.

  • Any visible damage or shortages MUST be noted on the bill of lading before signing

  • Failure to note damage voids all claims

  • All freight damage claims must be filed by the customer directly with the carrier. Outdoor Embers may assist with documentation but is not responsible once delivery is accepted.

9. Damaged or Defective Merchandise

9.1 Inspection Requirement

All merchandise must be inspected immediately upon delivery.

9.2 Reporting Window

  • Damage or shortages must be reported within 3 days of delivery

  • Photos and documentation may be required

9.3 Freight Claims

  • All freight claims are filed by the customer directly with the carrier

  • Once a shipment has been delivered and accepted, responsibility for damage or loss may transfer to the customer and/or carrier, depending on the circumstances. Outdoor Embers will assist customers in submitting claims when applicable.

10. Exchanges

  • Exchanges are subject to product availability

  • Customer is responsible for freight on exchange shipments

  • Defective items may be exchanged at the distributor’s discretion


11. Refund Processing

Refunds are issued only after returned merchandise has been received, inspected, and approved by the distributor.

Once approved, refunds are processed to the original payment method within 5–10 business days.

Please note:

  • Original outbound shipping charges are non-refundable

  • Applicable restocking fees (up to 20%) will be deducted from the refund

  • Refund timing may vary depending on distributor processing and any applicable carrier claim resolution

  • Customers will receive a confirmation email once the refund has been issued.

12. Legal & Limitation of Liability

Once the carrier has delivered and obtained a signed bill of lading, Outdoor Embers is not responsible for damage, loss, or shortages.

This policy does not affect any rights provided under applicable law.

 

13. Contact Information

Customer Support
Email: support@outdoorembers.com
Phone: 1-866-885-4484
Hours: Monday–Friday, 9:00 AM – 5:00 PM CST

Mailing Address (Business Correspondence Only)
5900 Balcones Drive, Suite 100
Austin, TX 78731

This address is used for business correspondence only. Outdoor Embers is an online-only retailer and does not operate a public showroom or retail storefront at this location.

Returns must NOT be sent to this address unless explicitly authorized by our support team.