Returns and Refunds Policy

Our returns promise

We want you to get the right part the first time. If you’re unsure whether a burner, pan or fire glass will fit your fire pit, call us on 302-348-8944 or email sales@themagicoffire.com before you order, and we’ll check it for you.

If we send you the wrong item, we put it right at no cost to you. If something arrives damaged, we’ll sort it out. For everything else, most new, unused items can be returned within 30 days of delivery.

What you can return

You can return an item if it is:

New, unused and uninstalled, in its original packaging with all parts, manuals and paperwork
Requested within 30 days of delivery
Shipped back within 14 days of your return approval

What can’t be returned

Used, installed or assembled products. Once gas components have been installed or used, they can’t be safely resold.
Custom, special-order and made-to-order items, including made-to-order The Outdoor Plus products and made-to-order HPC fire pit kits. These are built for your order, and the manufacturer won’t take them back.
Orders shipped outside the contiguous 48 states, including Alaska, Hawaii, Canada and other countries. These are final sale.
Items marked “non-returnable” in their product description.
Requests made more than 30 days after delivery.

Not sure whether an item can be returned? Ask us before you order, and we’ll tell you.

Wrong or damaged items

Wrong item: if we sent you the wrong product, we send you the right one and pay for the wrong one to come back. There’s no cost to you.

Shipping damage: email sales@themagicoffire.com within 48 hours of delivery, with your order number and photos of the item, the packaging and the shipping labels. We’ll open the claim with the carrier and arrange a repair or replacement.

Manufacturer defects are covered by the manufacturer’s warranty, and we’ll handle the claim with them for you.

Freight deliveries: inspect before you sign

Check the shipment while the driver is there. Count the boxes and look for crushed, torn or wet packaging.
If you can see damage, take photos and refuse the delivery. The carrier will take it back, and we’ll arrange a replacement.
If the damage is minor, write it on the delivery receipt (for example, “2 boxes crushed, contents may be damaged”) and take photos before the driver leaves.
Never sign a clean receipt if something looks wrong. Once it’s signed without notes, the carrier may deny the claim.

How to start a return

Email sales@themagicoffire.com with your order number and the item you want to return. We may ask for photos.
We’ll send you a Return Authorization (RA), with return labels and packing instructions.
Ship it back within 14 days of approval, in the original inner and outer packaging, with all parts, manuals and packing slips.

Freight orders must be returned by freight. Please send photos of the items securely palletized and ready for pickup before we authorize the return. Items sent back without an RA, or outside these timeframes, can’t be refunded.

Refunds and costs

For change-of-mind returns, these costs are deducted from your refund:

Restocking fee: 15% of the item price.
Return shipping: the cost of the return label or freight pickup.
Freight orders only: the original freight cost as well. Freight for large items can run to several hundred dollars each way, so please ask us for the figure before you request a return.

None of these apply if we sent the wrong item.

How long refunds take: many items ship directly from the manufacturer, so returns usually go back to them. Once the item arrives and is confirmed in good condition, usually within 2 to 3 business days, we issue your refund straight away. Your bank typically shows it within 5 to 10 business days, often sooner.

Questions?

Call us on 302-348-8944 or email sales@themagicoffire.com. We’d rather help you choose the right part than process a return.