RETURNS / LEAD TIME
VIVID HEAT RETURN POLICY:
PLEASE NOTE: All Fire Features and custom order products are non returnable.
“No Questions Asked” 30 day Returns: All unused products carry a 30-day, "no questions asked”, refund guarantee (does not include shipping or handling costs or excluded products). This is in conjunction with any manufacturers warranty on the product (contact individual manufacturer or Vivid Heat's customer service team for individual manufacturer warranty details). All items must be accompanied by the original manufacturer's packaging with all printed material and instructions included in order to be returned under this policy as new condition.
"Free Shipping" Returns: On orders that included free shipping, the shipping cost incurred by Vivid Heat to ship the order will be deducted from your refund total (in addition, the same Vivid Heat "initial time from order" return guidelines & stipulations apply).
Please Note: Any Items damaged or misused are excluded from this return policy. Items damaged due to manufacturer defect however are eligible for warranty exchange or replacement by the original manufacturer based on their individual warranty. (Vivid Heat may help facilitate a return or replacement in conjunction with said manufacturer.)
Defective Items: If an item is thought to be defective please contact Vivid Heat’s customer service team for information on the individual manufacturers warranty policy. If the item is deemed eligible for manufacture warranty the VIVID HEAT customer service team may facilitate a return or exchange with the manufacturer in question.
Undeliverable or Unclaimed Packages: All orders returned as undeliverable or unclaimed will be charged a 15% restocking fee plus deduction of shippings costs from the customers refund.
Cancellations: We are unable to cancel an order once it has been fully received and processed. Please contact customer service immediately to cancel or modify an order.
Unused Item Returns: You may return any unused item within 30 days of the purchase date in accordance with our “No Questions Asked" full refund (does not include shipping and/or handling charges or excluded items. See above). Unused items returned after 30 days of the purchase date may be charged a 10% restocking fee and the customer is responsible for return shipping (initial shipping/handling costs non refundable). No partial item returns are accepted (such as kit partial portions, pieces, left-over parts, etc.). No returns accepted after 90 days from the purchase date.
Used items: Non-defective used items that are returned within 30 days of the purchase date will receive a 50% refund of the total purchase price of the item(s) returned (shipping is non refundable and return shipping is paid by the customer requesting the return, this excludes non returnable items. See above). After 30 days of the purchase date: no used returns accepted.
NOTE: ANY AND ALL REFUNDS ARE ISSUED/PAID ONLY AFTER THE RETURN PRODUCT HAS BEEN RECEIVED BY VIVID HEAT.
VIVID HEAT reserves the right to refuse any return request. Return requests are approved for any unused item within 30 days of the original purchase in most normal cases. The original shipping and return shipping is the responsibility of the buyer. In the case of a "change of mind" or customer error original shipping will not be refunded and the buyer will be liable to ship the product back at their cost in order to receive a refund on the product portion of the order. If the product is damaged or shipped in error of the shipper (VIVID heat) VIVID heat will in some cases cover the new shipping charge. Please contact customer service with any questions. VIVID HEAT - www.vividheat.com - Is under the One Stop Outdoor family of brands.
LEAD TIME:
The majority of items on vividheat.com ship within a standard 5 business days (including products such as; fire glass, burners, fire pit parts/kits, etc.). Fire Features & Custom orders can take anywhere between 2 weeks (on in stock items) to 6-8weeks for out of stock items.
Customer service will usually inform you of a backorder or out of stock lead time situation and give you an estimate on when you can plan to receive your item. However if you have not been notified you should contact customer service directly.