Returns
You may return your purchase within 90 days of receipt for a refund of the purchase price excluding shipping costs and a 10% restocking fee. Customers are responsible for return shipping unless we agree to accept an item as defective or damaged. We will refund original shipping charges only if we made a shipping error.
All returned products must be 100% complete, adequately packaged in original packaging and resalable condition. Products that have been assembled or modified will not be eligible for return. All items must be returned in their entirety, meaning all items included must be returned together, assuming they adhere to Prism Hardscape’s return guidelines and policy below.
All returns require a valid Return Merchandise Authorization number (RMA) issued by our customer service team at Prism Hardscapes. Please call Freedom Fire Pits at (888) 978-0554 to start your RMA process. Items returned without an RMA will not be considered for a refund. You have 90 days from the time you receive your shipment to request an RMA. The RMA will expire 15 days after it is issued and cannot be extended or re-issued. A valid RMA number must be written clearly on the shipping label or box. No refunds will be issued for incomplete or unauthorized returns.
Refunds (if applicable)
Refunds will be issued after items arrive in our warehouse and are inspected. It may take two to three weeks from the date we receive an item for your account to be credited. Prism hardscapes reserves the right to refuse any returned product. Please refer to our return guidelines for further information.
Return Guidelines
No returns will be accepted more than 90 days after you receive the merchandise. Unfortunately, we cannot allow any exceptions to our return policy.
We will not accept damaged merchandise that was not inspected by the customer at the time of the original delivery and was not reported or claimed within 48 hours of receipt. If the customer signs for delivery and does not report any damage to the shipping company, or to Prism Hardscapes, then it’s the customer’s responsibility to file a claim for damages with the shipping company.
No returns or exchanges on discontinued items.
All returned products would be inspected. Any item that is returned as defective and is found not to be so will be subject to a 25% handling fee as well as the restocking fee of 10% plus all shipping costs.
If non-returnable items are sent back, no credit will be issued. The customer will be responsible for shipping charges. Items will be re-sent upon receipt of payment for shipping charges. Items will be deemed abandoned if we are not contacted within 30 days from the date we receive the merchandise.
If a customer refuse to accept a shipped order without setting up an RMA, then the customer will be responsible for all shipping costs. Also, a 25% processing fee will be assessed with the standard 10% restocking fee.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at t.capiola@comcast.net.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at t.capiola@comcast.net and you will receive a return email with instructions and where to ship your item.
Return Shipping
To return your product, send us an email at contact@freedomfirepits.com and you will receive a return email with instructions and where to ship your item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
