Returns & Refund Policy
This Return & Refund Policy is issued by Berkshire Collective, LLC, doing business as Flame & Slate.
Effective Date: August 13, 2026
At Flame & Slate, we want you to feel confident in your purchase. Because many of our products are oversized, freight-shipped, made to order, or supplied directly by our manufacturing partners, return eligibility may vary by product and manufacturer.
Please review the return information on the applicable product page before placing your order.
1. Standard Return Policy
Most eligible products may be returned within 30 days of delivery, unless otherwise stated on the product page.
To qualify for a standard return, the product must:
- Be unused and undamaged
- Be in its original condition
- Include all original packaging, parts, accessories, manuals, and documentation
- Not have been installed, assembled, altered, or used
- Not be designated as final sale, custom, made to order, or otherwise non-returnable
All returns require prior authorization from Flame & Slate. Please do not ship a product back to the manufacturer or another location without receiving return instructions from us.
2. Manufacturer-Specific Return Policies
Certain products are subject to manufacturer-specific return restrictions due to their size, freight requirements, customization, production method, or manufacturer policies.
These restrictions may differ from Flame & Slate's standard 30-day return policy.
When manufacturer-specific return terms apply, they will be disclosed on the applicable product page. The product-specific return terms will govern the return eligibility of that product.
Orivon Wellness Products
Due to manufacturer requirements, Orivon Wellness products are final sale for non-defective products.
Returns may be considered in cases of verified product damage or defect in accordance with the manufacturer's requirements.
Customers should inspect Orivon products promptly upon delivery and contact Flame & Slate as soon as possible if damage or a defect is discovered.
Please include your order number, photographs of the product and packaging, and a description of the issue so we can work with Orivon Wellness to determine the appropriate resolution.
Depending on the circumstances and manufacturer authorization, the resolution may include repair, replacement, replacement parts, or refund.
Leisurecraft Products
Due to manufacturer requirements, Leisurecraft products are not returnable.
If a Leisurecraft product arrives damaged or with a verified manufacturing issue, please contact Flame & Slate promptly. We will work with Leisurecraft to determine the appropriate resolution in accordance with the manufacturer's policies. Depending on the circumstances, this may include replacement components, replacement wood, repair assistance, or other manufacturer-authorized remedies.
Because Leisurecraft products include large freight-shipped sauna kits and related equipment, we strongly encourage customers to carefully review dimensions, specifications, heater requirements, electrical requirements, assembly information, delivery requirements, and site requirements before placing an order.
Please contact Flame & Slate before ordering if you need assistance determining whether a Leisurecraft product is appropriate for your space.
3. Custom, Made-to-Order & Final Sale Products
Custom, personalized, made-to-order, special-order, clearance, and products specifically identified as Final Sale are not eligible for return unless otherwise expressly stated on the applicable product page, or unless they arrive damaged, defective, or incorrect.
Any applicable restrictions will be disclosed on the product page whenever possible.
4. Return Authorization
Before returning an eligible product, contact:
Please include:
- Your name
- Order number
- Product name
- Reason for the return
- Photographs, when applicable
If your return is approved, we will provide return instructions and the appropriate return destination.
Products returned without prior authorization may not be accepted.
5. Return Shipping & Restocking Fees
For eligible change-of-mind returns under our standard return policy, the customer is responsible for return shipping costs unless otherwise stated.
Original shipping and freight charges, including costs that may have been included in a product's advertised price or offered as free shipping, may be non-refundable where permitted.
Certain manufacturers and products may also impose restocking fees. Any applicable manufacturer-specific return conditions will apply.
For products that arrive damaged, defective, or incorrect, Flame & Slate will work with the manufacturer and carrier to determine the appropriate resolution and applicable shipping responsibility.
6. Damaged or Defective Products
Please inspect your shipment carefully upon delivery.
For freight deliveries, inspect the packaging and product before signing the delivery receipt whenever possible.
If visible damage is present:
- Photograph the damaged packaging and product
- Note the damage on the carrier's delivery receipt
- Retain all packaging materials
- Contact Flame & Slate immediately
Please report concealed or hidden freight damage within 48 hours of delivery whenever possible so we can promptly work with the manufacturer and freight carrier.
Manufacturer-specific reporting deadlines may apply.
Depending on the circumstances, the appropriate resolution may include replacement parts, repair, product replacement, or refund.
7. Incorrect or Missing Items
If your order arrives with an incorrect or missing item, please contact us within 7 days of delivery.
Include your order number, photographs when appropriate, and a description of the missing or incorrect item.
We will work with the manufacturer or fulfillment partner to resolve the issue.
8. Exchanges
Exchanges may be available for eligible products, subject to product availability and manufacturer return requirements.
Products that are final sale or otherwise non-returnable are generally not eligible for exchange.
Please contact us before returning any product for an exchange.
9. Refunds
Once an authorized return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds are generally processed within 14 days following receipt and inspection of the returned product.
Refunds are issued to the original payment method.
Shipping charges, freight costs, restocking fees, and other applicable manufacturer charges may be deducted from the refund when permitted under the applicable return terms.
Your financial institution may require additional time to post the refund to your account.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Orders that have already entered production, been prepared for shipment, or shipped may not be eligible for cancellation.
Custom, made-to-order, and manufacturer-restricted products may have separate cancellation policies.
Any applicable cancellation fees or manufacturer charges will be communicated before a cancellation is completed whenever possible.
11. Questions Before Ordering
Many Flame & Slate products represent a significant investment and may have specific space, installation, electrical, assembly, freight delivery, or site requirements.
We encourage you to contact us before ordering if you have questions regarding product selection, dimensions, installation requirements, compatibility, delivery, or return eligibility.
Our team is happy to help you make an informed purchasing decision.
12. Contact Us
For returns, refunds, damaged shipments, or questions regarding this policy, please contact:
Flame & Slate
Berkshire Collective, LLC d/b/a Flame & Slate
82 Wendell Ave, STE 100
Pittsfield, MA 01201
United States
Email: support@flameandslate.com
Phone: 833-569-3792
Business Hours: Monday–Friday, 9:00 AM–5:00 PM EST
13. Changes to This Policy
Flame & Slate may update this Return & Refund Policy from time to time. Changes become effective when posted on our website.
For purchases already completed, the return terms applicable at the time of purchase will govern, subject to applicable law.