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Return and Refunds 

Last Updated: July 12, 2026

Return & Cancellation Policy

At Signature Flames, we accept returns for damaged, defective, or incorrectly shipped items. We also accept order cancellation requests submitted within 48 hours of order placement.

Returns requested outside of these conditions may be reviewed on a case-by-case basis and are subject to manufacturer approval.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We may request photographs and additional information to assist with the claims process.

Order Cancellations

Orders may be canceled within 48 hours of placement. Cancellation requests submitted after this period may be subject to manufacturer approval, processing fees, or restocking fees, depending on the status of the order.

Returns & Restocking Fees

Because many products are custom-built, made-to-order, or shipped directly from the manufacturer, returns outside the circumstances described above may not be eligible for approval. Approved returns may be subject to restocking fees up to 25%, return shipping charges, and other manufacturer-imposed conditions.

Non-Returnable Items

Certain custom, special-order, made-to-order, clearance, or discontinued products may not be eligible for return unless they arrive damaged, defective, or incorrect.

DELIVERY

All deliveries are made via curbside delivery unless otherwise specified.

Signature Flames does not provide white glove delivery, inside delivery, installation, assembly, or placement services.

Customers are responsible for ensuring adequate assistance is available to receive, move, and install products upon delivery. Due to the size and weight of many products, additional labor or equipment may be required.

If desired, customers may hire a qualified third-party service provider to assist with delivery, placement, or installation.

GUARANTEED SATISFACTION

Products that are manufactured by The Outdoor Plus and Videl are covered by their respective manufacturers warranties. Warranty coverage varies by the product and manufacturer.

If your product exhibits a verified manufacturing defect, the manufacturer may, at its discretion, repair, replace, or otherwise correct the defect in accordance with its warranty policies.

This guarantee does not cover damage resulting from:

  • Misuse or abuse
  • Improper handling or storage
  • Improper installation
  • Unauthorized modifications
  • Normal wear and tear
  • Acts of nature or environmental conditions

Our Commitment to Fair and Transparent Service

Many of the products we offer are custom-built, made to order, oversized, or shipped by freight. Because of their size and customization, manufacturers typically do not accept returns for buyer's remorse or change-of-mind purchases.

To help you order with confidence, we encourage you to contact our team before placing your order. We're happy to answer questions about sizing, specifications, compatibility, finishes, and installation to help ensure you select the right product.

If your order arrives damaged, defective, incorrect, or is affected by a shipping issue, we'll work with you and the manufacturer to resolve the problem as quickly as possible. Our goal is to provide a fair, transparent, and professional experience from the time you place your order through delivery and beyond.

WARRANTY 

  • Are returns accepted, and if so, under what conditions? wrong item/ damage items can be refused delivery  and or  has to be submitted within 24-48 hours of delivery for any claims.
  • Are there any restocking fees we should disclose? Restocking fee if cancelled after 48- hours and no refund balance will stay as a store credit.
  • Are refunds allowed after shipment, or only prior to shipping? NO
  • How are damaged or defective items handled? damaged items can be refused on delivery and  submit pictures and videos  of damage, has to be submitted within 24-48 hours of delivery 
  • Are custom or made-to-order products non-returnable? No- Returns .

Warranty coverage varies by manufacturer and product category.

Electronics, Gas Valves & Pilot Assemblies

  • Commercial Applications: 6 Months
  • Residential Applications: 1 Year

Stainless Steel & Aluminum Pans

  • Commercial Applications: 1 Year
  • Residential Applications: 5 Years

Burners

  • Lifetime Limited Warranty

Electrodes & Spark Igniters

  • Not covered under warranty due to normal wear and expected service life.

Warranty coverage is subject to the manufacturer's terms, conditions, and inspection requirements.

CONTACT INFORMATION

Questions regarding orders, deliveries, returns, warranties, or product information may be directed to:

Signature Flames
Email: sales@signatureflames.com
Website: https://signatureflames.com