Refund policy

Return & Refund Policy

Last updated: May 2026 — Alfresco Elements | [email protected] | 1-727-334-0636

At Alfresco Elements, we want you to love your purchase. Please read this policy carefully before ordering, as our return terms vary by product type and brand. If you have any questions before purchasing, we encourage you to call us at 1-727-334-0636 — we're happy to help you make the right choice the first time.

Standard Return Window

Most products purchased through Alfresco Elements may be returned within 30 days of the original shipment date, provided the item meets the eligibility requirements below. Returns requested after 30 days will not be accepted.

Return Eligibility Requirements

To qualify for a return, all of the following conditions must be met:

  • The return request is made within 30 days of the original shipment date
  • The item is unused, unassembled, and in its original condition
  • The item is in its original, undamaged packaging with all components and accessories included
  • A valid purchase order or order number is provided with the return
  • A Return Merchandise Authorization (RMA) number has been issued by Alfresco Elements prior to shipping the return

Important: Do not ship any return without first obtaining an RMA number from us. Returns received without an RMA number will not be processed. Contact us at [email protected] or 1-727-334-0636 to initiate a return.

Items Not Eligible for Return

The following items cannot be returned under any circumstances:

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

Please note: The majority of our products are made to order — built and configured specifically for your selections at the time of purchase. This means most products are not eligible for return. We strongly encourage you to contact us before purchasing if you have any questions about a product's specifications, compatibility, or suitability for your space.

Restocking Fees

All approved returns on eligible items are subject to a restocking fee. Restocking fees vary by brand:

HPC Fire Inspired™

A 20% restocking fee applies to all eligible returns.

Cal Flame

A 30% restocking fee applies to all eligible returns.

The Outdoor Plus (TOP)

A 25% restocking fee applies to eligible customer-error returns on in-stock, non-made-to-order items. As noted above, made-to-order products from The Outdoor Plus are not eligible for return.

Restocking fees are deducted from the refund amount. Refunds are issued to the original payment method within 14 business days after the returned item has been received and inspected.

Return Shipping Costs

Unless the return is due to a defect, damage, or an error on our part, the customer is responsible for all return shipping costs. We recommend using a trackable shipping method — Alfresco Elements is not responsible for items lost or damaged during the return shipment.

Damaged, Defective, or Incorrect Items

We take quality seriously. If your order arrives damaged, defective, or incorrect, please follow these steps immediately:

Upon Delivery — Freight Shipments

Many of our products ship via freight carrier. Please inspect your delivery carefully before signing. If you notice visible damage to the packaging or product:

  • Refuse the shipment if damage is severe
  • If you accept delivery, note the damage clearly on the delivery receipt before signing
  • Take photographs of the damage immediately
  • Contact us within 24 hours of delivery at [email protected] or 1-727-334-0636

Important: Once you have signed for and accepted a freight delivery, you assume responsibility for filing any freight damage claims. Damage claims reported after 24 hours of delivery may not be eligible for replacement or refund. We must notify the manufacturer within their required window, so prompt reporting is essential.

Defective Products

If a product is found to be defective, the manufacturer will repair or replace the item at their discretion. All costs related to outgoing freight and replacement are covered by the manufacturer if the product is within the warranty period. Contact us at [email protected] or 1-727-334-0636 and we will coordinate with the manufacturer on your behalf.

Manufacturer Error

If a return is needed due to an error on the part of Alfresco Elements or the manufacturer, we will issue an RMA and a prepaid return shipping label at no cost to you. Full credit will be issued upon receipt of the returned item.

Order Cancellations

Orders may be cancelled for a full refund if they have not yet been processed or shipped. Please 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. After 24 hours, orders are typically packed and prepared for carrier pickup and cannot be cancelled.

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.

General warranty highlights by brand:

HPC Fire Inspired™

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)

  • 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

Cal Flame's Limited Warranty applies to the original purchaser of Cal Flame P series (P4, P5, P6) grills manufactured after January 1, 2025, 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
  • Tamers and 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 (as listed in the Cal Flame owners manual parts list): 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. The warranty also excludes damage from installation of aftermarket parts that are not genuine Cal Flame branded parts.

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.

Performance: In the event of a defect covered by the Cal Flame warranty, notify Cal Flame as soon as possible. A designated service representative will correct the defect subject to the warranty terms. Freight charges, labor fees, diagnose fees, and travel fees are not covered by this warranty.

Disclaimers: The manufacturer disclaims all warranties, expressed or implied, to the extent allowed by State law. The manufacturer's liability shall not exceed the original amount paid for the defective product.

For warranty claims contact Cal Flame directly at [email protected] or 1-800-225-7727. Please refer to the product page or contact us for the complete Cal Flame warranty documentation.

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

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