Returns & Exchanges
We want you to feel 100 % confident lighting up your new Pure Flame Co purchase. If something isn’t working—or simply isn’t what you imagined—our 30-day return window and flexible exchange program have you covered.
(Commercial / trade orders have a 14-day window; details below.)
⚡ Quick Policy Snapshot
| Return window | 30 calendar days from delivery |
| Product condition | Uninstalled, unused, original packaging & accessories intact |
| Return shipping cost | Free prepaid label on parcels ≤ 70 lbs • Customer-arranged freight for > 150 lbs (or use our $199 flat rate) |
| Restocking fee | 0 % if unopened • 15 % if packaging opened • 25 % if installed/used |
| Exclusions | Ethanol fuel, clearance/“Final Sale”, custom-cut burners, special-order finishes |
| Refund speed | 5 business days after inspection → original payment method |
🔄 How to Start a Return or Exchange
- Email to support@pureflameco.com and enter your
#PF-1234order number and the email used at checkout. - Select Return or Exchange and choose a reason.
-
Parcels ≤ 70 lbs → download a prepaid label.
Freight > 150 lbs → follow carrier instructions or opt-in to our $199 flat pickup. - Pack securely (original foam & corner blocks). Attach the label outside any master carton.
- Drop parcels off or schedule freight pickup. Refunds / exchanges process within 5 business days of inspection.
🔁 Hassle-Free Exchanges
Need a different size or finish? Choose Exchange in the portal—your replacement ships as soon as the original scans in transit.
🚚 Freight & Oversize Returns
Items over 150 lbs ship on a pallet. You may:
- Arrange freight pickup yourself and email us the PRO number.
- Use Pure Flame Co’s $199 flat-rate curbside pickup (deducted from your refund).
Tip: Keep the original pallet until you’re sure you love the item; carriers charge extra for loose freight.
🛠️ Damaged or Defective Items
- Take photos of the damage before removing protective film.
- Email them to support@pureflameco.com within 48 hours.
- We’ll file the carrier claim and send replacement parts or a new unit at no cost.
🌎 International Customers (Canada, AK / HI)
Returns from outside the contiguous U.S. must be pre-paid by the customer. Duties & taxes paid at checkout are non-refundable; claim them back with your local customs office.
⏱️ Refund Timeline
- Return in transit → tracking shows “Picked up”
- + 2–5 days → Item arrives at inspection center
- + 0–2 days → Inspection clears; refund or exchange released
- + 3–5 days → Funds post to your bank or credit-card statement*
*PayPal / Shop Pay often reflect instantly.
❓ Quick Links & FAQs
Need more help? Start a live chat (bottom-right bubble) or email us at support@pureflameco.com. We reply within one business day.