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Return Policy

30 Day Return Policy:

We want you to be satisfied with the products you purchase. If you are unsatisfied with your purchse for any reason, please let us know, and we will do our best to assist you.

We offer a simple return policy allowing you to return any new, unused, unassembled, and resalable items in their original packaging within 30 days of delivery for a refund. The refund issued will be for the total amount of the order minus original outbound shipping and any return shipping costs incurred by Spotix, Inc. If your return is due to an error made by us, you will not be responsible for shipping costs.

  • If your return request is due to product defect or damage, we will first attempt to work with you to repair the product. If repair is not possible, we will help you replace your item. You may need to include images of the damaged item for warranty purposes.
  • If your return will be shipped via freight service, we require a photo of the item as you’ve packaged it in order to have a “before” image of the package. This provides record of item condition in the event of damage caused during return shipping.
  • When returning an item, be sure the product is clean, the packaging is sufficient to prevent damage, and you note your RMA number on the outside of the package.

If you’d like to return your item(s), please feel free to use our simple Return Form to obtain an RMA number (Return Authorization number) and we will process your return quickly.

Refund Eligibility:

To be eligible for a return, item(s) must be within 30 days of delivery in new, unused, unassembled, and resalable condition in the original packaging.

  • The cost of original outbound shipping will be deducted from your refund total.
    • A return shipping label can be available upon request, but will be at your cost.
  • For returns that require freight service, we can schedule a freight truck to pick up the returning item(s) but you will be responsible for the cost.
  • Certain items are not eligible to be returned. This includes customized items and items built-to-order based on your specifications.
    • These items include, but are not limited to, American Fyre Designs fire pits, fireplaces, and firewalls; HPC’s MLFPK, FPK, FPPK, and HWI fire pit kits; other custom-built products.
  • Refund will be applied to the credit card, debit card, or other form of payment used at the time of original transaction.
  • Returns are usually processed within three business days, but processing time may be longer during times of high volume. Your bank may also have additional processing time before issuing a credit.

Spotix, Inc. reserves the right to refuse a refund if:

  • The item returned does not match the original item shipped.
  • The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
  • The item was damaged during return shipment due to improper or insufficient packaging.
  • The item being returned has been used and is no longer in new and resalable condition.

Exchanges:

In many cases, an exchange may be made to ensure you get the exact item(s) you need. To make an exchange, contact us by phone or email and we will process an RMA/Exchange for the correct item(s). You will have two options:

  1. You may purchase the new item(s) immediately in order to get them shipped out sooner. This will result in a second charge to your payment method. When we receive your return, you will be credited for your item per our criteria.
  2. You may elect to return the original item before we ship the new item. This will allow us to issue you a credit before creating a second charge. However, this option will result in a longer timeframe to receive your new item.

Any additional costs will need to be paid for at time of exchange. Return shipping will still be your responsibility, though if an exchange is completed, you will not be charged original outbound shipping.

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