At Flame Pizza Ovens, we strive to ensure that you are satisfied with your purchase at all times. Rest assured that we take great care to ship all orders in excellent condition to ensure they reach you in the same state. Nevertheless, if for any reason you are not happy with your purchase, kindly inform us, and we will work towards finding a solution to make it right.

 

Overview

To ensure you get your order in good condition, please inspect it within 48 hours of delivery and report any issues to Flame Pizza Ovens. You can return non-custom, new, and unused items in their original packaging within 30 days of delivery on most items, but shipping and restocking fees may apply. Custom items cannot be returned. You can cancel your order within a few days, but fees may still apply. To return an item, you need to get a Return Authorization Number from us and follow the procedure. If you refuse to receive a legitimate order, you'll get a credit minus the shipping and restocking fees.

 

Detailed Return Policy and Procedure

Damaged/Missing Items

To ensure that you receive your order in good condition, we kindly request that you inspect it for any damage or missing items within 48 hours of delivery. In the event of damage during shipping, please document it on the driver's paperwork. Failure to notify Flame Pizza Ovens within the first two days after delivery will be considered as confirmation that all items have been received without damage. Unfortunately, we will not be able to send replacements if we are not notified of any issues within this timeframe.

 

Return Policy

Our return policy allows you to return non-custom, new, unused, and resalable items in their original packaging within 30 days of delivery. Please note that Flame Pizza Ovens will deduct the original and return shipping costs from your refund, and you may also incur restocking fees from the manufacturer. However, if the return is due to an error on our part, we will cover the shipping costs. To avoid incurring return fees, it is important to measure your outdoor space accurately and order the exact products you need. Additionally, if you received free bonus items with your purchase, the refund will be issued for the order amount minus the cost of the bonus items.

If a product description indicates a different return policy than the one stated, the 30-day return policy described above may not apply. Please refer to the specific product description for its return policy.

 

Return Condition

If a return is deemed feasible, the product must be returned in its original factory packaging or shipping crates. Failure to ship the returned item in its original packaging will result in the factory refusing to accept the shipment and withholding any refunds.

 

Refunds

In the event of a perfect product return, refunds will be issued to the original credit card used for the transaction.

If the return is initiated due to a defective product or a wrong item received, we will collaborate with you to resolve the issue and pay for the return shipping costs. A replacement item may also be provided.

If the return is not due to damage, the customer is responsible for both the original and return shipping costs. Additionally, the refund will be deducted by the initial shipping costs and handling fees.

Returned products must be unused, in new condition, and in their original packaging with all hardware and instructional components intact. A restocking fee may also apply.

Items that are damaged, missing parts, or not in their original condition cannot be accepted for return. If such items are returned, no credit will be issued, and the customer bears the cost of returning them.

A Return Authorization Number must be obtained within 30 days of delivery, unless stated otherwise on the item's page. After receiving the number, the customer has 7 days to return the item(s).

Upon processing the return, the refund will be issued to the original credit card used for the purchase. It may take up to 7 business days to receive the refund, and the bank may take additional days to post it to the account. Notification of the refund will be sent via email.

 

Custom Orders

Products that are custom or built-to-order cannot be returned. We advise that you consult with Flame Pizza Ovens, your contractor, or architect before placing your order to confirm that you are purchasing the appropriate item.

 

Cancellation Policy

We make every effort to process your order and custom requests as quickly as possible. As such, we begin working on your order immediately after receiving it. However, we understand that you may have a change of heart, and we allow a few days for cancellations provided your order has not yet shipped.

If you decide to cancel your order and your credit card has not been charged, you can do so within three days. However, if your credit card has been charged, you will receive a refund minus the CC fees (2.9% + .30) upon cancellation.

If you choose to pay with PayPal or Amazon Pay, you will receive a refund for the full purchase price minus the fees (2.9% + .30) if you decide to cancel within the allowed cancellation period. In case you used your bank account for the transaction, the refund process usually takes 3 to 5 days to complete and become available in your bank account. However, this may take longer depending on your bank's policies.

We regret to inform you that we cannot refund any of the fees charged by CC companies.

Please note that cancellations for custom items or products with extended lead times are not eligible for a refund after the three-day grace period.

 

Restocking Fee

No restocking fees will be applied for returns or exchanges of non-custom items.

 

Procedure

In order to obtain your Return Authorization Number, please complete the following steps:

1. Reach out to us to request a Return Authorization.
2. Once approved, you will be emailed a unique Return Authorization Number. Please ensure that you write this number on the package containing the item to be returned to avoid any delay in processing your refund.
3. Send the item you wish to return, along with a copy of the original invoice or packing slip, to the address provided in the RMA email.
4. If you have any further inquiries, please do not hesitate to contact us at returns@flamepizzaovens.com.

 

Refused Orders

In the event that you place a legitimate order with us but refuse to receive the item when it is delivered by UPS, USPS, or any other carrier, a credit will be issued for the item. However, please note that the credit amount will be reduced by the initial shipping and return shipping charges, as well as a restocking fee.