Return Policy

Spotix is committed to providing a positive shopping experience. If a product doesn’t meet your expectations, we’re here to help with return solutions.

• Items must be unused, unassembled, and in their original (intact) packaging.
• Returns must be requested within 30 days of delivery and shipped back within 14 days of approval.

Certain items are not eligible for return, including:

• Used or Assembled Products: Items that have been installed, used or assembled.
• Custom Products: Custom-made, special-order and modified or assembled-to-order items.
• Items Marked Non-Returnable: Products designated as non-returnable in the description.
• Specific Brands: Brands such as American Fyre Designs, The Outdoor Plus, Prism Hardscapes, Warming Trends, Fire by Design, as well as some HPC fire pit kits and other made to order products.
• Items Outside the Policy: Products requested outside of the 30-day return period.

If your return request is due to a suspected manufacturer defect or shipping damage, Spotix will first attempt to work with you to repair the product. If repair is not possible within reason, we may assist in replacing the item. These circumstances will default to our shipping policy or the manufacturer's warranty process.

To start a return, please complete our return form (found below) to request approval. Once approved, you’ll receive a Return Authorization, return labels, and instructions. Orders shipped via freight carrier must be returned via freight carrier.

• Approval: Upon receiving your return request, you’ll receive a confirmation email with next steps. Photos may be required for approval.
• Return Documents: Once approved, we’ll send you the necessary return labels, a Return Authorization, and packaging instructions.
• Shipping Timeline: Approved returns must be shipped back to us within 14 days of approval.
• Freight Returns: Returns via freight may require a photo of the items before authorization. Freight returns must be secured to a pallet, with photos of the item ready for pickup.

To protect your item from damage, it must be packaged in original outer and inner packaging and include all parts, manuals, and packing slips.

• Refunds are processed after inspection.
• Shipping costs for both outbound and return shipping will be deducted from your refund.
• Spotix reserves the right to charge a restocking fee based on the condition of the returned item.
• Returns outside the specified process or timeframe may not be eligible for a refund. Items returned independently of the specified process are also not eligible for a refund.

Refunds will be processed after your return has been inspected. Processing times vary based on your payment method.

For further questions, our Customer Solutions team is here to assist!