Refund policy


We have a 30-day return or exchange policy, which means you have 30 days after date of delivery of your item to request a return. Any orders cancelled after 24 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. There is no restocking fee.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unassembled, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

As well the item is not eligible if:

  1. If it is a used item.
  2. It is a custom order item.
  3. It is a sale or clearance item.
  4. It was purchased outside of the 30 day period.
  5. It was marked as non-returnable in the item description.

If the item qualifies for a return or exchange, you can contact us and start the return process at support@firegoddess.com

After requesting a return or exchange the process proceeds as follows:

  1. All shipping costs (both outbound and return) will be deducted from your refund with the exception of manufacturer defects and shipping damage.
  2. Upon receipt of your return request, you will receive a confirmation email containing further instructions about the process.
  3. Once your return is approved, you will receive an itemized Return Authorization along with return shipping labels and detailed instructions via email. Approved returns must be shipped back within 30 days of receiving approval.
  4. If your return involves freight truck transportation, we will require you to provide us with a photo before authorizing the return. This can be as simple as a cell phone picture. We request a "before" picture to document the item's condition prior to its return to us.
  5. Your return must be securely packaged in its original outer and inner packaging to minimize the risk of damage during transit. Please ensure that all original parts, manuals, pieces, packing slips, etc., are included.
  6. Once Fire Goddess receives and inspects your return, your refund will be processed or your exchange will be shipped. The timeframe for the refund to reflect in your account will depend on the payment method used for the order. This can take up to 14 business days to appear in your account. If is taking longer please contact us.
  7. Items returned outside of the 30 day period are not eligible for a refund.
  8. Items sent back to us without first requesting a return will not be accepted.
  9. Customer will be responsible for new exchanged shipping costs. 

    You can always contact us for any return or exchange questions at support@firegoddess.com or at 1 (403) 536-1778  

Defective Products

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Most manufacturers that supply us have great processes to assist with defective products, so please check your product manual for details.

If you are instructed to reach out to us, our experienced Support team will assist you with navigating the manufacturer's warranty process. It's important to understand the information we require and the typical steps involved in the process.

  1. The defective item must still be within the manufacturer's warranty period.
  2. Please provide any serial numbers, along with a description and, if possible, pictures or videos depicting the issue.
  3. As experts in the field Fire Goddess will troubleshoot with you to confirm whether the issue is indeed a defect.
  4. Once verified, we will report the issue to the manufacturer to initiate the claim process.
  5. The manufacturer will then review the claim and either approve or reject it.
  6. Please note that the manufacturer's response time may vary based on their internal processes.
  7. If the claim is approved, the warranty process commences, and the manufacturer will provide necessary services, parts, repairs, or a combination thereof, as per the terms of the warranty.
  8. Some components or items may need to be returned to the manufacturer for quality control purposes. We will inform you if this is necessary.
  9. Fire Goddess cannot be held responsible for reimbursing any labor costs or project delays resulting from the receipt of defective goods. Therefore, we recommend scheduling installation only after your order has been received and thoroughly inspected.
  10. It is imperative to open and inspect all shipments within 48 hours of delivery in accordance with our Delivery Inspection policy. This step is crucial to identify any visible defects or damages promptly, preventing delays in utilizing your item(s).

If your product has a defect/damage outside of the warranty period

We regret to inform you that we are unable to process claims directly with the manufacturer. However, should you require replacement parts or entire units, you can conveniently purchase them through Fire Goddess. Kindly reach out to us for pricing and availability.
Please note that replacement parts or whole units may not be available for items that have been discontinued.

Damaged Products

In the event that you receive a damaged item, it is imperative that you notify us within 5 calendar days of delivery. We strongly recommend opening and inspecting all items immediately upon delivery. Even if you do not intend to install your product right away, it is essential to open and thoroughly inspect all items for any signs of damage.

For damaged products reported within 5 calendar days of delivery:

  1. Refuse delivery of the item with the carrier.
  2. If you do accept the item, please promptly report any damage to us within 5 calendar days after inspecting both the outer box and inner contents.
  3. Upon notification, we will provide options such as replacement parts, a discounted offer to retain the item in its current condition, or the option to return it for a refund or replacement.
  4. DO NOT USE THE ITEM IN ANY WAY!
  5. If you opt to retain the item at a discounted rate, you must respond within 5 calendar days to accept or decline our offer.
  6. During this period, refrain from using the item until a final resolution is reached.
  7. Please retain all packaging materials, including the box and all components, in case the item needs to be returned to us.

For damage reported after 5 calendar days:

  1. We do not offer refunds, store credits, or free parts under any circumstances. This policy is firm and non-negotiable. Replacement parts for repair purposes can be purchased from us.
  2. Please be aware that this policy extends beyond the timeframe for filing claims with the carrier or manufacturer/shipping warehouse.
  3. Given that returns are not approved within this timeframe, you are welcome to use the item as desired.
  4. In order to assess the parts required for potential repairs, we may request pictures of the item.