Refund policy

At Hearthborn Outdoor, we take pride in offering premium outdoor cooking equipment and a customer experience that matches the quality of our products. If something isn’t right, we’re here to help.

1. Returns

We accept returns on most items within 30 days of delivery.

To be eligible for a return:

  • The item must be unused, unassembled, and in its original packaging.

  • All accessories, manuals, and parts must be included.

  • The product must be in resellable condition.

Please note that due to the nature of our high-ticket products, returned ovens must not show signs of fire, fuel use, or outdoor exposure.

Non-returnable items:

  • Used or fired pizza ovens

  • Custom or made-to-order items

  • Clearance or discounted “final sale” items

  • Gift cards

If you are unsure whether your item qualifies, please contact us before sending it back.

2. Return Process

To start a return, email us at:

📩 returns@hearthbornoutdoor.com
(Replace with your real store email)

Please include:

  • Your order number

  • Reason for return

  • Photos of the item and packaging (required for courier approval)

Once your return is approved, we will provide return instructions.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the product is:

  • Damaged on arrival

  • Incorrect

  • Faulty within the warranty period

Because ovens are heavy/bulky, return shipping fees can be significant. We always recommend reviewing measurements and product details before purchase.

3. Damaged or Faulty Items

If your order arrives damaged or faulty, please notify us within 48 hours of delivery.

Send an email to:

📩 contact@hearthbornoutdoor.com

Include:

  • Order number

  • Photos of the damage (product + box)

  • Description of the issue

We will arrange a replacement or repair at no additional cost.

4. Refunds

Once your return is inspected and approved, we will process your refund to the original payment method.

Refunds typically take 5–10 business days to appear.

Deductions

We may deduct part of the refund if:

  • The product shows signs of use

  • Parts/accessories are missing

  • Packaging is damaged

  • The item is returned without approval

  • Return shipping costs apply (customer-initiated returns)

5. Order Cancellations

You may cancel your order within 24 hours of purchase if it has not been dispatched.

If the order has already shipped, it must be returned under our standard return policy.

6. Exchanges

We currently do not offer direct exchanges.
Simply return your item (if eligible) and place a new order.

7. Warranty

Many of our manufacturers offer their own warranties (typically 1–5 years depending on brand and model).
Warranty coverage includes manufacturing defects but does not usually cover:

  • Cosmetic blemishes

  • Wear and tear

  • Improper setup or misuse

  • Weather or heat damage due to incorrect installation

If you need warranty assistance, contact us and we’ll help coordinate with the manufacturer.

Contact Us

For any questions about returns or refunds, reach out:

📩 contact@hearthbornoutdoor.com
📞 07375129975

We’re here to help and ensure you have an exceptional Hearthborn Outdoor experience.