Last Updated: July 12, 2026At Signature Flames, returns are accepted for damaged, defective, or incorrectly shipped items. Eligible return claims must be submitted within the timeframes outlined below and are subject to the applicable manufacturer's policies and requirements.
Returns for reasons other than damage, defect, or an incorrectly shipped item are generally not accepted. Any exception requires manufacturer authorization and is not guaranteed.
Order cancellation requests may be submitted within 48 hours of order placement. Please see the Order Cancellations section below for additional details.
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. Please do not discard the original packaging until your claim has been reviewed.
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.
Approved manufacturer-authorized returns may be subject to a restocking fee of up to 25%, depending on the manufacturer, product, and status of the order. Customers may also be responsible for applicable return shipping costs and any other manufacturer-imposed conditions.
For an approved return, any applicable restocking fees, return shipping costs, or other authorized charges will be deducted from the refund amount. The remaining eligible balance will be refunded to the original payment method.
Claims for damaged, defective, or incorrectly shipped items must be reported within 24–48 hours of delivery and are handled separately from manufacturer-approved returns or cancellations.
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:
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.
Electronics, Gas Valves & Pilot Assemblies
Stainless Steel & Aluminum Pans
Burners
Electrodes & Spark Igniters
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