Refund and Return Policy

Last updated: August 5, 2026

We want you to be satisfied with your purchase. Because the products we sell are large, high-value items that ship by freight, our return process differs from a typical online store. Please read this policy carefully before ordering.

Return window

You have 30 days from the date of delivery to request a return.

To be eligible, the item must be unused, uninstalled, in its original condition, and in its original packaging including all manuals, hardware, and accessories. Items that have been installed, wired, plumbed, mounted, fired, or otherwise put into service cannot be returned.

You will need your order number or proof of purchase.

How to start a return

Email info@ashfordfire.com with your order number and the reason for the return.

If your return is approved, we will issue a Return Merchandise Authorization (RMA) number and provide the specific return address for your item. Because we ship directly from our manufacturers and their distribution centers, the correct return address varies by product and will be supplied with your RMA.

Items shipped back without an RMA number will be refused and no refund will be issued. Please do not ship anything back until you have received written authorization from us.

Return shipping and restocking

For returns due to a change of mind, ordering the wrong item, or any reason other than our error or a defect:

• You are responsible for return freight costs. We can arrange freight on your behalf and deduct the cost from your refund, or you may arrange your own qualified freight carrier.
• Original outbound shipping is not refundable. Free shipping offered at the time of purchase reflects a real freight cost that we incur, and that cost will be deducted from your refund.
• A restocking fee of up to 25% may apply, as set by the manufacturer for the item in question. The applicable fee will be confirmed to you in writing with your RMA before you ship anything back.
• Returned items must be properly repackaged and palletized. Items that arrive back damaged due to inadequate packaging may be refused or subject to an additional deduction.

If the return is the result of our error, or the item arrived defective, we cover return freight and no restocking fee applies.

Freight delivery: inspection is required

This is the most important part of this policy. Please read it before your delivery arrives.

You must inspect your shipment before signing the delivery receipt or bill of lading.

• Check the crate, carton, and pallet for punctures, crushing, tears, water damage, or shifted contents.
• If you see any damage, note it in writing on the delivery receipt before signing — for example, "carton crushed on left side" or "crate punctured." Photograph the damage before the driver leaves.
• If the damage is severe, you may refuse the delivery outright. Note the reason on the delivery receipt.
• Contact us at info@ashfordfire.com the same day with your order number and photographs.

If you sign a clean delivery receipt and later discover damage, the freight carrier will typically deny the claim, and we may be unable to provide a replacement or refund. Signing without inspecting transfers responsibility for that damage away from the carrier.

Concealed damage — damage not visible until the item is unpacked — must be reported to us within 5 business days of delivery, with photographs of both the product and the packaging it arrived in. Please keep all original packaging until you have confirmed the item is undamaged.

Defective items and wrong items

If your item arrives defective, or you receive the wrong item, contact us immediately at info@ashfordfire.com with your order number and photographs. We will work with you and the manufacturer to repair, replace, or refund the item at no cost to you.

Products sold through Ashford Fire are covered by their manufacturer's warranty. For issues that appear after installation or during normal use, the manufacturer's warranty applies. We will help you open and manage that claim.

Non-returnable items

The following cannot be returned:

• Made-to-order, custom, and configured products. Many items in our catalog are built to order after your purchase is placed. These enter production shortly after your order is accepted and cannot be cancelled or returned. Where an item is made to order, this is stated on the product page.
• Installed or used products, including any item that has been wired, mounted, plumbed, connected to gas, or fired.
• Custom-cut, custom-sized, or special-order components, including burners, pans, and enclosures made to your specifications.
• Products damaged by improper installation, use outside the manufacturer's specifications, or failure to follow local codes.
• Clearance and final sale items, where marked.
• Gift cards.

Order cancellations

You may cancel an order at no charge before it ships. Once an order has shipped, it becomes a return and this policy applies.

Made-to-order items may not be cancelled once production has begun, which is typically within 24 to 48 hours of order acceptance.

Exchanges

The fastest way to get the item you want is to request a return for the original item and place a new order for the replacement. Contact us and we will help coordinate both.

Refunds

Once your return is received and inspected at the return facility, we will notify you whether the refund has been approved. Inspection of freight returns typically takes 5 to 10 business days after arrival.

If approved, your refund will be issued to the original payment method, less any applicable return freight, original shipping, and restocking fee. Refunds are typically processed within 10 business days of approval. Your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, contact us at info@ashfordfire.com.

Questions

Email info@ashfordfire.com or call 205-650-0366, Monday through Friday, 9am to 5pm EST.

AA Stores LLC 2803 Philadelphia Pike, Suite B #438 Claymont, DE 19703