At Alfresco Elements, we want you to make the right purchase the first time. Most of the products we sell are made-to-order — built specifically to your selected size, color, fuel type, and configuration. Because of this, return eligibility varies by vendor and product type. Please read this policy carefully before ordering, and call us at 1-727-334-0636 if you have any questions. We would rather help you choose correctly upfront than deal with a return after the fact.

The Most Important Thing to Know

The majority of our products are made-to-order and are not eligible for return. If you are considering a purchase and have any questions about fit, compatibility, or specifications, contact us before you buy. We will give you straight answers.

HPC Fire Inspired™ — Return Policy

• Returns and exchanges must be requested within 30 days of the original shipment date
• All eligible returns are subject to a 20% restocking fee
• Items must be unused, unassembled, and in original condition to qualify
• A purchase order number or sales order number must be provided with the return
• Customer is responsible for all return shipping costs
• Refunds are issued to the original form of payment
• Made-to-order products are not eligible for return or exchange under any circumstances, unless there is a manufacturing defect or an error on their part
  

The Outdoor Plus (TOP) — Return Policy

The Outdoor Plus manufactures made-to-order products. Their policy is strict and should be understood before purchasing.

• Made-to-order products are not eligible for return or exchange under any circumstances, unless there is a manufacturing defect or an error on their part
• If you need to cancel or exchange an in-stock item, you must notify us within 24–48 hours of purchase. After that window, the order has entered production and cannot be cancelled
• Qualifying refunds on eligible items are issued by check by default. A refund to the original credit card is available but subject to a 3% processing fee
• The Outdoor Plus reserves the right to determine whether a refund qualifies

Cal Flame — Return Policy

• Eligible returns are subject to a minimum 20% restocking fee
• Orders may be cancelled within 24 hours of payment. After 24 hours, orders are typically in production or prepared for carrier pickup and cannot be cancelled
• Custom and made-to-order products cannot be cancelled once production has begun
• Custom and made-to-order products are not eligible for return or exchange under any circumstances, unless there is a manufacturing defect or an error on their part
• 30 days from order date
• Items must be new, unused, and in original packaging
• Customer responsible for return shipping costs
  

Return Merchandise Authorization (RMA)

No return will be accepted without a Return Merchandise Authorization number issued by Alfresco Elements. To initiate a return, contact us at [email protected] or 1-727-334-0636. We will confirm eligibility, issue an RMA if applicable, and give you return instructions. Returns received without an RMA number will not be processed.

Damaged, Defective, or Incorrect Items

Freight shipments — inspect before signing. Many of our products ship via freight carrier. Before signing for delivery:

• Inspect the packaging and product carefully
• If damage is severe, refuse the shipment
• If you accept delivery, note any damage on the delivery receipt before signing and photograph the shipping receipt, not a copy.
• Photograph all damage immediately
• Contact us within 24 hours at [email protected] or 1-727-334-0636

Damage reported after 24 hours may not be eligible for replacement or refund. We must notify the manufacturer within their required reporting window, so prompt reporting is essential.

Defective products will be repaired or replaced by the manufacturer at their discretion. All outgoing freight and replacement costs are covered by the manufacturer if the product is within the warranty period. Contact us and we will coordinate with the manufacturer on your behalf.

Manufacturer or Alfresco Elements error — we will issue an RMA and a prepaid return shipping label at no cost to you. Full credit will be issued upon receipt.

Items Not Eligible for Return

Regardless of vendor, the following cannot be returned:

• Made-to-order and custom products — any product where color, finish, fuel type, size, or configuration is selected at the time of purchase
• Products that have been assembled, installed, modified, or used in any way
• Products damaged due to improper installation, misuse, overheating, or neglect
• Electrodes, spark igniters, ornaments, and fire media
• Clearance or non-returnable items as noted on the product page

Order Cancellations

Orders may be cancelled for a full refund if they have not yet been processed or shipped. Contact us immediately at [email protected] or 1-727-334-0636 if you need to cancel an order. Cal Flame orders may be cancelled within 24 hours of payment. Custom and made-to-order products cannot be cancelled once production has begun, regardless of brand.

Warranty Information

All products sold by Alfresco Elements are covered by the manufacturer's warranty against defects in materials and workmanship. Warranty terms vary by brand and product type. Please refer to the individual product page for specific warranty information, or contact us and we will obtain the details directly from the manufacturer.

HPC Fire Inspired™ — Warranty

Warranty periods by product type (Residential / Commercial):

• Fire Pit Stainless Steel Burners: Lifetime / Lifetime
• Outdoor Fireplace Burner & Pan: Lifetime / Lifetime
• Electronic Components and Gas Valves: 3 years / 1 year
• Pilot Assembly: 2 years / 1 year
• Stainless Steel Components: 5 years / 1 year
• Cold Rolled Steel Components: 1 year / 6 months
• Flex Lines: 5 years / 1 year
• Regulators: 3 years / 3 years
• Outdoor Logs: 3 years / 3 years
• Unfinished Fire Pit Enclosure: 3 years / 3 years
• Copper Bowl Series (normal weathering expected): 1 year / 1 year
• Vinyl Fire Pit Covers: 3 years / 3 years
• Aluminum Bowl / Metal Enclosures: 1 year / 1 year
• Sport Pit: 1 year / 1 year
• Forno de Pizza Ovens: 2 years / 2 years
• Concrete Fire Pit Shells: 5 years / 5 years
• SmartArc Ignition Systems: 3 years / 1 year

Evolution360° & H2Onfire Series:

• Polyethylene Basin and Liner: 3 years / 3 years
• Water Pump: 2 years / 1 year
• Float and Sensor: 2 years / 1 year
• Hose and Fittings: 2 years / 2 years
• Electronics and LEDs: 2 years / 1 year

Warranty does not cover damage from overheating, modification, abuse, improper installation, or Acts of God. NFI certified installer or licensed contractor required for installation. Warranty is non-transferable.

The Outdoor Plus (TOP) — Warranty

• Burner Ring & Burner Bars: Lifetime warranty
• Stainless Steel & Aluminum Pans: 5 years residential / 1 year commercial
• Fire Pits, Bowls, Fireplaces, GFRC, Stainless Steel: 1 year
• Electronics, Gas Valves, LED Lighting, Self-Contained Units: 1 year residential / 6 months commercial
• Torches, Canvas Covers, Stainless Steel Covers, Wind Guards: 1 year
• Ready-to-Finish products, custom products, electrodes, spark igniters, ornaments & media: Not warranted
• Warranty is non-transferable and valid for original owner only

Cal Flame — Warranty

Cal Flame's Limited Warranty applies to the original purchaser of any Cal Flame grill manufactured after January 1, 2021, installed for residential use in the United States and Canada with proof of purchase.

• Grill structure or frame housing: 10 years — warranted against rust-through due to defects in material or workmanship
• Stainless steel burners: 10 years — warranted against rust-through and operation failure due to defects in material or workmanship
• V-Grates: 10 years — warranted against rust-through and operation failure due to defects in material or workmanship
• Flame tamers & warming rack: 3 years — warranted against rust-through and operation failure due to defects in material or workmanship
• Porcelain burners: 1 year — warranted against rust-through and operation failure due to defects in material or workmanship
• Gas valves and other components: 1 year — warranted against operation failure due to defects in material or workmanship

Warranty Limitations: The Cal Flame warranty is void if the grill has been subjected to alteration, neglect, misuse, abuse, or freight damage caused by a common carrier; if repairs or fuel conversions have been attempted by anyone other than a designated Cal Flame representative or experienced technician; or if the failure is caused by accident, acts of God, or other causes beyond Cal Flame's control.

Prorated Warranty: Units within the warranty period determined to be non-repairable will be replaced on a prorated basis. The user will be charged 1% of the current retail cost for each full month of ownership from the date of purchase through the date the failure is determined. This charge is waived during the first 6 months of ownership.

For warranty claims contact Cal Flame directly at [email protected] or 1-800-225-7727.

Local Codes and Regulations

It is the customer's responsibility to verify that any product purchased from Alfresco Elements is approved for use in your local jurisdiction. We are not responsible for products that cannot be installed due to local codes or restrictions. Items purchased in error for code compliance reasons are subject to our standard return policy.

Questions? We're Here to Help.

Our team is available to answer any questions about returns, warranties, or your order before and after your purchase. We will always do our best to assist — including reaching out directly to the manufacturer on your behalf if needed.

📞 1-727-334-0636 — Monday–Friday 9am–7pm | Saturday 9am–5pm EST

📧 [email protected]