Fire Pit for Outside 16’’Gas Fireplaces 30,000 BTU Electronic Ignition Square with Lava Rocks

1.How do I contact KOMFOTT regarding my order?
Whatever happens to your order, you can contact us via [email protected]. It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

2.When will my order be shipped out?
Once we receive your order, we will process it in the same day and send out on the second day from Monday to Friday. Any orders placed on Saturday's will be sent out together with Sunday’s orders.

3.What shipping methods do you offer?
We use UPS ground, UPS surepost, USPS and freight transportation by truck to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

4.What is the estimated delivery time?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order the same business day. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through. Our standard delivery times (2-5 business days) are estimates and may vary due to external factors outside of KOMFOTT, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

5.How do I cancel my order?
Please initiate a cancel request from your personal center. If the order has already been shipped out, we would request $17.6 as a recall fee for each package. Please refer to the Return Policy for additional information.

6.What if I don't receive my order?
Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.

7.What if I have received a damaged order?
Please initiate a return request from your personal center and within 3 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide KOMFOTT with proof of the damage in detail as this will assist us in processing your order refund.

8.When can I expect a refund debited to my account once I return the item?
Once you are authorized to return an item back to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, we will issue you the refund in 3-5 business days.

9.What is the warranty of my item?
All items come with a guarantee 3-month warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

10. How do I return the item?
If you received any defective items, you can contact us for a full refund. Most of our products can be returned within 30 days of purchase provided they are in sellable condition with original packaging, tags and a receipt. When your purchase fails to meet your expectations provided they are in sensible condition (items in original packaging, manufacturer's tags attached, undamaged) we request that the shipping cost must be paid by you in order for KOMFOTT to process your refund.

11.Is that possible for me to order replacement parts from you?
Normally we don’t sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge providing if we have the parts available. If your order has extended its warranty date, we advise you to order any additional parts or replacements from your local hardware store.

 

Product Returns:
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of delivery. Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items, and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final. Otherwise, the item may not be eligible for return.


To initiate a return for an exchange or refund, please go to “My Account” and click “View My Orders”, you can apply for a return.
Please fill in the detailed information for a return or exchange. Once your request is approved, you can download the return label from the “Return Information”.
If you want to return it by yourself, please email us at [email protected] along with the return tracking number(s).

Please send all returns to:
Komfott
11250 Poplar Ave, Fontana, CA, 92337
844-242-1885


We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Komfott. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3-7 business days.

If you cannot find what you’re looking for in our Return Policy, please visit our Contact Us page for additional customer service assistance.

Order Cancellations
Order Cancellation before Shipment:

If you need to cancel your order, you must cancel within 24 hours to receive a full refund.

To cancel your order, please go to “My Account” and click “View My Orders”. Fill in detailed information to cancel the order. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3-7 business days.

Please note that we are updating our system maintenance between 11:30 pm-4:00 am PST Time. Any online cancellations are not supported. If you would like to cancel your order during this time, please contact our customer service at [email protected].

Order Cancellation after Shipment:
If you need to cancel after 24 hours of the order and before the item is delivered, please go to “My Account” and click “View My Orders”, to apply to cancel the order. Fill in detailed information to cancel the order. We will process and recall your item(s) right away.
If the package has been recalled, you will receive a full refund minus a flat recall fee of $17.60*, which will be credited back to your original payment within 3-5 business days. *Each recalled package is $17.60.
If the package has failed to recall, you will receive a failed recall email notification. Please get in touch with [email protected] right away. Cancellations after shipment are only valid to UPS ground delivery service and FedEx. Any items delivered by truck, UPS surepost, or USPS cannot be recalled. All orders must be rejected at delivery.

Returned Products:
For any item returns, you can request a return label. Please notify us in advance of any of the following returned reasons, so we can anticipate that return.

Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem. To apply for returns, please go to “My Account” and click “View My Orders”. Our support team will quickly reassess the issue and provide you with a response for up to 48 hours.

Received the Wrong Item:
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label.

Please go to “My Account” and click “View My Orders” to apply for returns. We will, upon request, send you the correct item or issue a full refund.

Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at [email protected]. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.

Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at [email protected] with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.