Returns & Refund Policy

Our Commitment

At Flame & Slate, we want you to be completely satisfied with your purchase. Because many of the premium products we offer are made to order or shipped directly from the manufacturer, return eligibility varies by product and manufacturer.

We encourage customers to review product details carefully and contact us with any questions before placing an order.

Order Cancellations

Orders may be cancelled before processing or shipment, subject to manufacturer approval.

Once production has begun or a product has shipped, cancellation requests may be subject to manufacturer cancellation policies and applicable fees.

If you need to cancel an order, please contact us as soon as possible.

Returns

Many of our products are custom ordered, oversized, or shipped directly from manufacturers.

For this reason, not all products are eligible for return.

If a return is approved, the product must generally:

Be unused and in new condition
Be returned in its original packaging
Include all original accessories and documentation
Be returned within the manufacturer's approved return period

Return authorization must be obtained before any product is returned.

Unauthorized returns may be refused by the manufacturer.

Return Shipping

Unless the return is the result of shipping damage or a manufacturer-approved warranty issue, customers are generally responsible for return shipping costs and any applicable restocking fees required by the manufacturer.

Return shipping for oversized freight items can be significant.

We recommend contacting us before initiating a return so we can explain the available options.

Damaged Shipments

Please inspect your shipment carefully upon delivery.

If visible damage is present:

Note the damage on the carrier's delivery receipt before signing.
Take photographs whenever possible.
Contact Flame & Slate immediately.

Prompt reporting allows us to work quickly with the freight carrier and manufacturer to resolve the issue.

Defective Products

If you believe your product has a manufacturing defect, please contact us promptly.

Many issues are covered under the manufacturer's warranty, and we'll be happy to assist you in coordinating warranty support.

Refunds

Approved refunds are processed after the returned product has been received and inspected by the manufacturer or authorized return facility.

Refund timing may vary depending on the payment method and financial institution.

Questions About Returns?

We're committed to providing clear communication throughout the return process.

If you're unsure whether a product is eligible for return or have questions before placing your order, please contact us.

We're always happy to help.