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Return & Refund Policy

Last updated: November 19, 2025

Thank you for shopping at The Living Outlet. We strive to ensure every customer receives high-quality products and support. This Refund & Return Policy outlines how cancellations, returns, exchanges, and warranty claims are handled. By placing an order, you agree to the terms below.

1. Order Cancellations

1.1 Before Shipment

You may cancel your order within 12 hours of placing it, provided it has not yet shipped.

To request a cancellation within the 12-hour window:

If approved before shipment, no restocking fee applies.

1.2 After Shipment

Once your order has shipped, it cannot be canceled. It will instead be treated as a standard return, subject to:

  • 30-day return window (from date of delivery)
  • 15% restocking fee
  • Product must meet all return eligibility requirements (see Section 2)
  • Special-order items are excluded from return eligibility (see section 3)

A prepaid return label will be provided for eligible returns.

2. Return Eligibility Requirements

To qualify for a return, items must meet all conditions below:

  • Return must be initiated within 30 days of delivery. 
  • Item must be new, unused, uninstalled, and in original packaging, including; Manufacturer box, Internal protective materials, Instructions, manuals, and all accessories, & Pallet for freight items.
  • A Return Label (return authorization) issued by The Living Outlet is required.
  • A 15% restocking fee applies to all eligible returns, for all brands.
  • Returns must be shipped back using our provided prepaid label (unless a product is excluded).
  • Special-order or made-to-order products do not qualify for returns under any circumstances. (section 3)
  • Product must meet all return eligibility requirements and must not fall under the categories listed in Section 3 (Non-Returnable Items).

Free Return Shipping

For eligible returns initiated within the 30-day window, we provide:

  • Prepaid return label or
  • Freight pickup at no cost to you

**Free return shipping does not eliminate the 15% restocking fee, which applies to all eligible returns.

Free Return Shipping Does Not Apply to:

  • Unauthorized shipment refusals
  • Undeliverable shipments (wrong address, missed appointments)
  • Items shipped back without our return label
  • Used, installed, or burned products
  • Items not in original packaging

3. Non-Returnable Items

The following items are not returnable at any time for any reason:

  • Gas logs
  • Gas burners
  • Gas stoves
  • Wood-burning stoves
  • Fireplaces
  • Fireplace inserts
  • Chimeneas
  • Fire pits
  • Grills
  • Smokers
  • Any product associated with natural gas, propane, or fire
  • special order items and/or any made-to-order products

These items are not returnable due to safety regulations, liability concerns, and manufacturer policies.

*This does not affect your right to receive warranty service or a replacement for items that arrive damaged, defective, or incorrect as outlined in Section 5

4. Liability Disclaimer for Installed/Burned Products

For safety and liability reasons, The Living Outlet is not responsible for any product once it has been installed, burned, connected to fuel, or placed into operation.

If an installed or used item is believed to be defective:

  • We will assist you with the manufacturer’s warranty process.
  • Warranty claims are handled directly with the manufacturer.
  • We will help coordinate replacement parts or product solutions per brand policy.

Installation, removal, labor, diagnostic fees, or related service costs are not covered.

Installed/burned items cannot be returned for refund or exchange. (see section 3)

5. Damaged, Defective, or Incorrect Items

5.1 Visible Damage at Delivery

If the shipment arrives visibly damaged:

  1. Note the damage on the Bill of Lading/delivery receipt.
  2. Refuse delivery.
  3. Email photos and your order details to: info@thelivingoutlet.com within 24 hours.

5.2 Concealed Damage

If damage is discovered after delivery:

  1. Take photos of the product and packaging.
  2. Email photos to info@thelivingoutlet.com within 24 hours of delivery.

5.3 Defective or Incorrect Items

If you receive a defective or incorrect item:

Email info@thelivingoutlet.com with:

  1. Order Number
  2. Photos/videos of the issue
  3. Description of the problem

5.4 Resolution

If your claim is submitted within the required timeframe, we will provide:

Prepaid return label or freight pickup, and/or

One of the following depending on manufacturer policy: 

  • Replacement
  • Replacement parts
  • Refund (when authorized)

Claims submitted after 24 hours may be denied by carriers or manufacturers.

6. Exchanges

We accept exchanges under the same conditions as returns:

  • 30-day delivery window
  • Unused, uninstalled, original packaging
  • 15% restocking fee will be deducted
  • A prepaid return label will be provided for eligible items

To exchange:

  1. Start a return for the original item.
  2. After your return passes inspection, you may place a new order.

7. Refunds

7.1 Refund Method

Refunds are issued to the original payment method only.

7.2 Timing

Refunds are processed:

  • Within 3–5 business days after the warehouse approves the return
  • Your bank or card issuer may take additional time to post the credit

8. How to Start a Return

All product return requests should be sent to info@thelivingoutlet.com

Include:

  • Order Number
  • Item(s) you want to return
  • Reason for return
  • Photos (required for damaged/defective items)

We will respond with:

  • Your Return Label (return authorization)
  • Prepaid label or freight pickup instructions
  • Required steps for the return

Do not return any item without receiving a return label from us.

9. Contact Information

If you have questions or need support: