Refunds & Returns Policy | Solo Stoves
Effective Date: July 2026 At Solo Stoves, we stand behind every smokeless fire pit, pizza oven, griddle, cooler and patio bundle we sell. Our 30-Day Satisfaction Guarantee lets you return eligible outdoor gear if your backyard experience doesn’t live up to your expectations. Below covers all return eligibility, processing steps, refund timelines, shipping costs, order cancellations, damaged goods and policy exceptions for solostoves.it.com orders.
1. Core 30-Day Return Guarantee
You have 30 calendar days from the date your package is marked delivered by our carrier to submit a return request.
- The return window starts the moment your shipment scans as delivered, not the day you open or assemble the product.
- All return requests must receive official RMA (Return Merchandise Authorization) approval from our support team before sending items back. Unauthorized returns will be refused and shipped back to you at your cost.
- This guarantee applies to Summit fire pits, Infinity Flame propane units, Yukon bundles, pizza ovens, griddles, coolers and most accessories purchased directly from our official website.
2. Return Eligibility Rules
To qualify for a full refund, returned items must meet all requirements:
- Unused, undamaged, and free of burn marks, scratches, dents or outdoor weather wear
- Complete with all original packaging, boxes, pallets, hardware, manuals, protective covers and included accessories
- No missing parts, fuel, or surround components from bundles
- Not marked as Final Sale, clearance, or custom personalized merchandise
- Returned securely packaged to avoid transit damage during shipping back to our warehouse
Non-Returnable Items (Final Sale)
The following products cannot be returned or exchanged under any circumstance:
- Opened fuel, firewood, fire starters and disposable consumables
- Custom engraved or modified patio accessories
- Clearance deep-discount flash sale items marked “Final Sale” on product pages
- Gift cards and digital discount vouchers
- Parts sent under warranty replacement programs
3. Return Shipping & Restocking Fees
Customer-Initiated Returns (Change of Mind)
- You are responsible for all outbound return shipping costs, including freight fees for oversized fire pits, pizza ovens and surround bundles.
- Original shipping charges paid at checkout are non-refundable, even if your order qualified for free shipping over $199.
- A flat 10% restocking fee applies to all large heavy units (Summit 27”, Yukon bundles, Infinity Flame propane pit sets, full-size pizza ovens) to cover warehouse inspection, repackaging and restocking labor. Small accessories are exempt from restocking fees.
Our Error / Damaged / Defective Shipments
If your order arrives broken, missing parts, wrong product, or factory defective:
- Contact support within 48 hours of delivery with clear photos of packaging and damage
- We issue a complimentary prepaid return label and cover all return freight costs
- No restocking fees will be deducted from your refund
- You can choose a full refund, free replacement unit, or store credit
4. How to Start a Return (Step-by-Step Process)
- Gather your SS-XXXX order ID and delivery confirmation email
- Email our support team at support@solostoves.it.com with subject line: Return Request – [Your Order Number]
- Include your return reason, photos of the product condition (if damaged/defective), and your preferred resolution: Refund / Exchange / Store Credit
- Our team reviews your request within 1–2 business days and sends an official RMA number plus detailed return shipping instructions
- Securely repack all items in original boxes, write your RMA number clearly on the exterior of every package
- Drop off or schedule carrier pickup using the provided shipping label
- Track your return delivery via our Track Your Order page; our warehouse will inspect goods within 3–5 business days after arrival
5. Refund Processing Timeline
Once our warehouse receives and approves your returned merchandise:
- Refunds are issued back to your original payment method within 3–7 business days
- Payment providers (credit cards, PayPal, digital wallets) may take an additional 5–10 banking days to post funds to your account
- If you selected store credit instead of cash refund, your credit code will be sent instantly via email after inspection
- Partial returns will only refund the cost of returned items; bundled sets returned without all pieces will receive a prorated refund minus missing component fees
Refund Exceptions
- Orders returned after the 30-day delivery window = No refund available
- Items returned heavily used, damaged, incomplete or without original packaging = Partial refund or full rejection
- Unauthorized returns without an RMA number = Shipment refused, return shipping charged to customer
6. Order Cancellations Before Shipment
You may fully cancel your order for a 100% refund if the warehouse has not yet processed or printed shipping labels:
- Cancellations requested within 48 hours of purchase: No fees, full instant refund
- Cancellations after 48 hours but before dispatch: 5% administrative restocking fee deducted from refund
- Once your order ships, cancellation is no longer available; you must follow the standard 30-day return process
7. Exchanges Instead of Refunds
If you’d like to swap your fire pit, oven or accessory for a different size/model:
- Submit an RMA return request and select “Exchange” as your resolution
- Ship back your original item following return instructions
- Once we receive and inspect your return, we immediately ship your replacement product
- You only cover return shipping for the original item; outbound shipping for the new replacement is complimentary
- Price differences: If the new item costs more, you pay the difference; if less, we refund the price gap
8. Warranty vs. Return Policy
Our 30-Day Return Guarantee is separate from our industry-leading product warranty:
- Returns apply to unused, unassembled items within 30 days of delivery for any reason
- Warranty covers manufacturing defects for years after purchase on fully assembled outdoor gear
- Damages caused by improper use, weather neglect, fire overheating or accidental drops are not covered by returns or warranty
9. Frequently Asked Questions
Q: Can I return a fire pit bundle that I’ve already assembled once?
A: Assembled units with minor light use may qualify only if fully cleaned, undamaged and returned with all original packaging. Heavy burn staining, scratches or bent metal will result in partial refund reduction.
Q: Do sale discounted Summit fire pits qualify for 30-day returns?
A: All standard sale items (10% off Summit pits, discounted pizza ovens) follow our regular return policy. Only products marked “Final Sale” are non-returnable.
Q: Who pays freight to return large Yukon fire pit bundles?
A: For change-of-mind returns, you cover all freight costs. If the bundle arrived damaged or defective, we provide free return freight labels.
Q: Can I get a cash refund instead of store credit?
A: Yes, all eligible returns default to a full refund to your original payment method; store credit is an optional alternative upon request.
Q: My tracking shows delivered but I never received the package. Can I cancel for a refund?
A: Contact our support team immediately to file a lost shipment investigation. We will either resend your order or process a full refund once the carrier confirms loss.
10. Return & Refund Support
For all return authorization, refund status, damaged goods and exchange questions:
- Support Email: support@solostoves.it.com
- Service Hours: Monday–Friday, 9AM – 6PM EST
- Please include your Order ID in all messages for faster processing