Refund policy

Return and Refund Policy

Last Updated: 24/07/2026

Every PRIME Fire Pit is hand-cast to order in your chosen colour and finish. Because each piece is made specifically for you, all sales are final — we are unable to accept returns or exchanges for change of mind or buyer’s remorse.

We do, however, stand fully behind the quality of what we make.

Damaged or defective on arrival

If your piece arrives damaged or has a manufacturing defect, we will make it right. Please contact us within 7 days of delivery at primefirepits@hotmail.com or +1 (866) 968-8307 with your order number and clear photos of the issue. We will arrange a repair, replacement, or refund at no cost to you.

1-Year Structural Warranty

Every piece is covered by a 1-year structural warranty against defects in materials and workmanship under normal outdoor use. This does not cover normal wear, weathering, misuse, improper installation, or damage from unapproved gas connections. Minor surface variation and fine air pockets are natural characteristics of hand-poured GFRC and are not considered defects.

Order changes & cancellations

Because production begins shortly after you order, cancellations or changes may only be possible before your piece enters production. Please contact us as soon as possible if you need to make a change.

How to reach us

• Email: primefirepits@hotmail.com
• Phone: +1 (866) 968-8307
• Mail: 1603 Capitol Ave Suite 310, Cheyenne, WY 82001, United States

Nothing in this policy affects any statutory rights you may have under applicable consumer-protection law.