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Return and Refund Policy

Effective Date: September 8, 2025

Brand Policies

The following policies are provided directly by our distributors and apply to products they fulfill. Because these brands manage their own shipping, freight handling, and delivery procedures, their policies override the general Outdoor Indulgence Return and Refund Policy.

 

 

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 distributor error, include photos of the issue.
  • Note whether damage was recorded at delivery.
  • The distributor covers shipping costs for returns caused by shipping damage or their own 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 originally shipped (Ground or LTL).
  • Upon return, products are inspected by the distributor:
    • If undamaged: a credit is issued for the full purchase amount, minus any re‑boxing fees (~$20–$50 depending on product).
    • If damaged: you will be notified to file a claim with the shipping carrier.

 

 

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

Return & Freight Receiving Procedure & Damage Policy

Most equipment is shipped F.O.B. from the distributor’s warehouse. Because the distributor arranges and fulfills shipping, Outdoor Indulgence does not assume responsibility for delays, losses, or damages that occur after the carrier has accepted the shipment.

As the receiving party, your signature on the Bill of Lading (BOL) constitutes acceptance of the shipment in its delivered condition.
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 are yours.

Your Responsibilities at Delivery

The National Claims Council Regulations require that you:

  • Inspect, examine, and inventory your delivery as it’s unloaded.
  • Write all shortages and damages on the Bill of Lading or Freight Bill.
  • If any items are damaged or missing, you must note the item, discrepancy, and condition before signing.
  • Open cartons/containers. If there is any doubt that merchandise is damaged (concealed or not), it must be noted on the Bill of Lading.
  • Do not be intimidated by the driver. They cannot leave until the Bill of Lading is signed.

Discovered Damage

If the box, crate, or merchandise is visibly damaged:

  • Refuse the delivery.
  • Request a Return Authorization number.
  • The merchandise will be shipped back to its origin at no charge.

Concealed Damage

If damage is discovered after delivery:

  • Immediately document and photograph the packaging and damage.
  • Keep all packaging.
  • Do not move the item.
  • Contact Outdoor Indulgence at 571‑500‑9547 for assistance coordinating a concealed damage claim.
  • An inspector will determine whether the damage was carrier‑caused.
  • A report must be filed within 2 days of receiving your delivery.
  • Reporting concealed damage does not guarantee a credit; earlier reporting increases the likelihood of approval.

UPS Shipments

UPS shipments follow UPS damage procedures.

  • Report UPS damage immediately to 571‑500‑9547.
  • UPS damages are handled between UPS and the distributor.
  • Outdoor Indulgence will assist in coordinating communication.

 

 

MERCHANDISE RETURN

  • No merchandise may be returned without prior approval.
  • Authorized returns must follow the distributor’s return instructions.
  • Returns may be subject to a restocking fee as determined by the brand.
  • All requests must be made within 30 days of purchase.
  • A copy of the original invoice is required.
  • No returns are accepted on furnace or air conditioner parts.

 

 

Outdoor Indulgence Policy

1. Scope and Intent

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

2. Contact Information

Email: support@OutdoorIndulgence.com
Phone: 571‑500‑9547
Hours: Monday–Friday, 9:00 AM–5:00 PM ET

 

 

3. Return Eligibility

Customers in the United States may cancel and return products within 30 days of receipt, subject to the following:

3.1 Conditions for Return

  • Unused and Undamaged: Item must be unused and in the same condition received.
  • Original Packaging: All labels, tags, and packaging must be intact.
  • Proof of Purchase: A receipt or order confirmation is required.

 

 

4. Return Process

4.1 Initiating a Return

  • Email support@OutdoorIndulgence.com or call 571‑500‑9547 within 30 days.
  • Provide your order number and reason for return.
  • After review, you will receive return instructions and, when applicable, a distributor‑issued return label.
  • Return shipping costs are the customer’s responsibility unless the product was damaged, defective, or incorrect.

4.2 Preparing Your Return

  • Pack the item securely in its original packaging.
  • Include all accessories, manuals, and free gifts.
  • Include the return authorization form and supporting documents.
  • Affix the provided shipping label.

4.3 Shipping Your Return

  • Ship within 7 days of receiving the RA.
  • Use the trackable carrier specified in the RA.

 

 

5. Return Shipping Costs

Return shipping costs are the customer’s responsibility and will be deducted from the refund, unless the product was damaged, defective, or incorrect.

 

 

6. Specific Return and Refund Conditions

6.1 Change of Mind

  • Item must be unused, undamaged, and in original packaging.
  • Refund issued minus shipping and any applicable restocking fees.

6.2 Defective or Damaged Goods

  • Report within 48 hours.
  • Provide photos or videos.
  • We coordinate replacement or refund with the distributor.

6.3 Incorrect Product Received

  • Report within 48 hours.
  • Distributor covers return shipping for incorrect items.

6.4 Product Never Arrived

  • Contact us if the product does not arrive within the estimated timeframe.
  • We initiate an investigation with the distributor or carrier.
  • If confirmed lost, a refund or replacement is issued.

6.5 Marked Delivered but Not Received

  • Contact us within 24 hours.
  • We initiate a carrier investigation.
  • If confirmed delivered to the correct address, Outdoor Indulgence is not liable for theft after delivery.
  • Customers may request signature confirmation or insurance before shipment.

6.6 Order Cancellation

  • Before shipment: full refund.
  • After shipment: follow return procedures; restocking fees may apply.

 

 

7. Exceptions

The following items are non‑returnable:

  • Custom or personalized products
  • Perishable goods
  • Intimate or sanitary goods (unless unopened)
  • Gift cards
  • Downloadable software products

 

 

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after we receive and inspect the returned item.
  • Items must meet the return eligibility criteria outlined in Section 3.
  • Returns must be reported within 30 days of delivery, and once approved, items must be shipped within 7 days, so the distributor receives them within the required return‑shipping window.
  • You will be notified of approval or rejection.

8.2 Refund Processing

  • Refunds are issued to the original payment method.
  • May take up to 30 days depending on your bank.

8.3 Partial Refunds

May apply if:

  • Item is not in original condition.
  • Item is damaged or missing parts.
  • Item is returned outside the required return‑shipping window.

 

 

9. Exchanges

  • Exchanges available for defective, damaged, or incorrect items.
  • Distributor typically covers shipping for defective/incorrect items.
  • Customer covers shipping for change‑of‑mind exchanges.

 

 

10. Timelines

  • Returns must be reported within 30 days of delivery. Once your return is approved, you have 7 days to ship it back, so the distributor receives it within the required return-shipping window.
  • Refunds may take up to 30 days after approval.

 

 

11. Legal Rights

This policy does not affect your statutory rights under applicable law.

 

 

12. Questions and Support

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

 

 

Agreement to This Policy

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