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Refund policy

General Return Guidelines

Return requests must be submitted within 30 days of delivery.
Requests submitted after this period may not be eligible for return approval.

To start a return, please contact us at Support@americanfiregrill.com and include your order number, delivery date, and reason for return.

Product Eligibility

To qualify for a return, all products must be:

  • Unused and uninstalled

  • In original packaging, including the box and pallet

  • In resalable condition

  • Accompanied by a valid order number

Returns may not be eligible for approval if:

  • The product has been used, installed, or modified

  • The product is not in resalable condition

  • Original packaging (including pallet) is missing

  • The return request does not include an order number

Restocking Fees & Cancellations

A 15% restocking fee applies to all eligible returns.

The restocking fee also applies if:

  • An order is cancelled after shipment

  • A shipment is refused after shipment

  • Incorrect shipping details are provided, resulting in a return to the warehouse

Restocking fees are deducted from the refund amount.

The restocking fee covers inspection, handling, and warehouse processing costs.

Return Shipping & Customer Responsibilities

  • Return shipping costs are the responsibility of the customer, unless the return is due to a confirmed defect or shipping damage.

  • In some cases, customers may be required to properly pack the item and deliver it to a FedEx or similar carrier location. This applies primarily to small parcel shipments. Freight returns may require scheduled carrier pickup.

  • Return instructions will be provided after the return request is approved.

Non-Returnable Products

The following items are not eligible for return:

  • Products that have been used, installed, or modified

  • Products that are not in resalable condition

  • Products not returned in the original packaging

  • Any accessories, including but not limited to:
    range hood extensions, short kits, crown moldings, trim kits, griddles, propane conversion kits, recirculating kits, filters, brass burners, lineguards, wall mounts, linesets, couplers, and similar accessory items

Damaged Products

If your order arrives damaged, please follow these steps immediately:

Visible Damage at Delivery

  • Take clear photos of the damaged packaging

  • Refuse delivery

  • Ensure the driver notes the damage on the Bill of Lading or Freight Bill

Concealed Damage (No Visible Box Damage)

  • Inspect the product immediately after delivery

  • If damage is discovered, take photos and email us right away

Reporting Damage

Email Support@americanfiregrill.com with:

  • Order number

  • Description of the issue

  • Photos of the packaging and product

All damage must be reported within 48 hours of delivery.
Claims reported after this period may not be eligible for approval.

Damaged items may be required to be returned to qualify for a refund or replacement.
Removal of old units and installation costs are not covered.

Exchange Policy

We do not offer exchanges.

If you would like a different product, please submit a return request (if eligible) and place a new order separately.

Refund Processing

Refunds are issued only after the returned product is received, inspected, and approved by the warehouse.

  • Returns must be completed to qualify for a refund

  • Refunds require the return of the item in accordance with our return instructions.

  • Refunds are issued to the original payment method

  • Please allow up to 7 business days after inspection approval for the refund to be processed (bank processing times may vary)

We aim to process all eligible refunds as promptly as possible once inspection is completed.

How to Start a Return

To begin a return, email Support@americanfiregrill.com with:

  • Order number

  • Delivery date

  • Reason for return

Our team will respond with the next steps and instructions.

Contact Us:

Store Name: American Fire Grill

Business Registration Name: ESTILO RELAJADO LLC

Business Registration Number: 2024-001481343

Business Address: 30 North Gould Street, STE R Sheridan, Wyoming 82801, United States

Email: support@americanfiregrill.com 

Phone Number: +1 888 708-8002

Customer Support Hours: 9:00 am to 5:00 pm Between Monday to Friday

Timezone: (GMT-05:00) Eastern Standard Time (New York)