Return and Refund Policy

Effective Date: September 8, 2025

Outdoor Indulgence Return and Refund Policies are overridden by the following Brand Policies

Brand Policies

Cozy Heat, Finnmark Designs, Finlandia, Harvia, Hukka, HUUM, IgluCraft, Kohler, Kolo, Narvi, Rento, SaunaLife, Saunum

Return Eligibility:
- Returns are accepted for new and uninstalled items only.
- Items must be returned within 30 days of purchase.
Return Authorization:
- Contact Support@OutdoorIndulgence.com to begin the return process.
- A Return Authorization (RA) number must be obtained before sending any item back.
Returns Due to Damage or Error:
- If returning due to shipping damage or an Outdoor Indulgence error, include photos of the issue.
- Note whether damage was recorded at delivery.
- We covers shipping costs for returns caused by shipping damage or company error.
Customer-Initiated Returns:
- No fixed restocking fee is charged for standard returns.
- We recommend shipping the item back insured and using the same method it was sent (Ground or LTL).
- Upon return, products are inspected for damage:
  - If undamaged: a credit is issued for the full purchase amount, minus any re-boxing fees (~$20–$50 depending on product).
  - If damaged: you’ll be notified to file a claim with your shipping carrier.

American Fyre Designs. Empire Comfort Systems, Grand Canyon Logs, The Outdoor GreatRoom Company, TrueFlame

Return & Freight Receiving Procedure & Damage Policy:

Under the terms of our purchases, most equipment is shipped F.O.B. from the Outdoor Indulgence distributor’s warehouse. Outdoor Indulgence shipments F.O.B. Outdoor Indulgence assumes no responsibility and makes no allowances for delays, losses or damages from any causes after goods have been delivered by transportation companies.

As the receiving agent for Outdoor Indulgence, your signature on a warehouse receipt or delivering carrier’s freight Bill of Lading (BOL) constitutes acceptance of the merchandise “as is” and in good order. If you do not inspect before signing you are, for all practical purposes, waiving “our” right to collect on a damage claim even if the damage is “concealed”. Remember, once you sign, the merchandise and the responsibility is yours!

Immediately check for possible damage that may have occurred during shipment. The National Claims Council Regulations specify that you must:

Inspect, examine and inventory your delivery as it’s unloaded.

Any and all shortages and damages must be written on the Bill of Lading or Freight Bill. Should you determine on the bill that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition of Landing or Freight Bill before you sign it!

You should open cartons and/or containers. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill of Lading or Freight Bill or the liability to prove damage was done by the delivering carrier is your responsibility.

Inspect your delivery. Do not be intimidated by the driver. They cannot leave until the Bill of Lading or Freight Bill is signed (regardless of how much in a hurry they are or how late they are).
- Discovered Damage- If the box, crate, or merchandise is visibly damaged, refuse the delivery and request a Return Authorization number so the merchandise can be shipped back to its origin at no charge.
- Concealed Damage- In the event of concealed damage, you MUST immediately document and photograph the packaging and the damage. You must keep the packaging. Do not move the item. Call Outdoor Indulgence at 571-500-9547 to begin a concealed damage claim and ask for an inspection. The inspector will determine if the damage was possibly carrier caused. Remember you signed the document saying everything was OK.
- A report must be filed with Outdoor Indulgence within 2 days of receiving your delivery. Reporting concealed damage will not guarantee a credit. The sooner the concealed damage is discovered, the better.

*Items shipped by UPS are not covered by this policy. UPS damages should be reported immediately to Outdoor Indulgence by calling 571-500-9547. UPS damages will be handled between UPS and Outdoor Indulgence.

MERCHANDISE RETURN — No merchandise is to be returned without prior approval. Authorized returns must be prepaid and will be subject to a 15% restocking charge. All requests to return merchandise must be made within 30 days of purchase and have a copy of the original invoice. No returns are accepted on furnace or air conditioner parts.

Outdoor Indulgence's Return and Refund Policies are overridden by the above Brand Policies

Outdoor Indulgence Policy

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Outdoor Indulgence website located at www.OutdoorIndulgence.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@OutdoorIndulgence.com
Phone: 571-500-9547

Hours: Monday to Friday, 9:00 AM - 5:00 PM Eastern Time (ET)

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt, subject to the conditions outlined below.

3.1 Conditions for Return

Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging: The item must be in the original packaging, with all labels and tags attached.
Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

Contact Customer Service:

Email us at support@OutdoorIndulgence.com or call 571-500-9547 within <30 days of receiving your order.
Provide your order number and a reason for the return.

Return Authorization:

After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label for a specific carrier.
All return shipping costs are the responsibility of the customer and will be deducted from the refund. The exception being if the product was damaged, defective, or did not match the description, see section 6 below.

4.2 Preparing Your Return

Package the Item Safely:

Securely pack the item in its original packaging.
Ensure all accessories, manuals, and free gifts are included.

Include Documentation:

Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:

Download and print the return shipping label provided in our email.
Affix the label to the outside of the package.

4.3 Shipping Return

Ship the package within 7 days of receiving the return authorization.
Use the trackable shipping carrier dictated by the RMA to ensure your package arrives safely.

5. Return Shipping Costs

Customer Responsibility: All return shipping costs are the responsibility of the customer and will be deducted from the refund. The exception being if the product was damaged, defective, or did not match the description, see section 6 below.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

Items must be unused, undamaged, and in original packaging.
Return request must be made within 30 days of receipt.

Refund:

A refund will be issued to the original payment method, minus any applicable shipping and restocking fees.

6.2 Defective or Damaged Goods

Notification:

Documentation:

Provide photos or videos of the defect or damage.

Resolution:

We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

Notification:

Inform us immediately upon receipt, within 48 hours.

Resolution:

We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

Notification:

Resolution:

We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Package Marked Delivered but Not Received

Notification:

If your order is marked as delivered but you did not receive it, please contact us within 24 hours of the delivery date.

Resolution:

We will initiate an investigation with the carrier to confirm delivery details.
If the package is confirmed to have been delivered to the correct address and is suspected to have been stolen from your property, we recommend filing a police report.
In such cases, Outdoor Indulgence is not liable for the loss and no refund or replacement will be issued.
Customers have the option to upgrade shipping with signature confirmation, insurance, or other safeguards to reduce this risk by contacting us by phone or email to coordinate.

6.6 Order Cancellation

Before Shipment:

You can cancel your order for a full refund if it has not yet been shipped.

After Shipment:

If the order has already been shipped, please follow the return procedure after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

Custom or Personalized Products:

Items made to your specifications or clearly personalized.

Perishable Goods:

Such as food, flowers, newspapers, or magazines.

Intimate or Sanitary Goods:

Including underwear, swimwear, and personal care items, unless unopened and unused.

Gift Cards and Downloadable Software Products.

8. Refunds

8.1 Refund Conditions

Approval:

Refunds are issued after we receive and inspect the returned item.

Notification:

We will notify you via email regarding the approval or rejection of your refund.

Condition:

Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

Method:

Refunds will be processed to the original payment method used at the time of purchase.

Time Frame:

It may take up to 30 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

Condition Issues:

Items not in original condition, damaged, or missing parts for reasons not due to our error.

Late Returns:

Items returned more than 44 days after delivery.

9. Exchanges

Eligibility:

We replace items if they are defective, damaged, or incorrect.

Process:

To request an exchange, contact us at support@OutdoorIndulgence.com.

Shipping Costs:

For defective or incorrect items, we cover the shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

Return Window:

Returns must be reported within 30 days and shipped within 37 days of receiving the product.

Return Processing:

After receiving and inspecting the returned item, we will process the refund.

Refund Period:

It may take up to 30 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please:

Contact our Customer Service team:
- Email: support@OutdoorIndulgence.com
- Phone: 571-500-9547

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

Outdoor Indulgence
support@OutdoorIndulgence.com
571-500-9547