Refund policy

Returns & Exchanges Policy

At Brasero Living, we want you to feel completely confident in your purchase. We take great pride in curating high-quality outdoor cooking equipment, and we stand behind every product we sell. If an item isn’t the right fit for your space, our straightforward return process ensures a seamless experience from start to finish.

Policy Overview We offer a transparent 30-day return policy on eligible products. Our dedicated support team is here to assist you through every step of a return, replacement, or exchange to ensure your experience remains simple and stress-free.

Return & Exchange Eligibility To be eligible for a return or exchange, your item must meet the following criteria:

• The item must be in new, unused condition.
• It must be returned in its original product packaging.
• All components, manuals, and included accessories must be present.

Items that have been assembled, used, or altered cannot be accepted for return due to safety and health standards associated with outdoor cooking equipment.

Return Window You have 30 calendar days from the date your package or freight shipment is delivered to request a return authorization.

Return Shipping Responsibility Return shipping arrangements and costs depend on the reason for your return:

• Customer-Initiated Returns (Buyer’s Remorse): If you decide to return an item because you changed your mind or selected the wrong size, you are responsible for the return shipping costs. For your convenience, we can provide a prepaid return shipping label, and the actual cost of the label will be deducted from your final refund.
• Our Error, Defective, or Damaged Items: If we ship the wrong item or your product arrives defective, Brasero Living will cover 100% of the return shipping costs.

Original Shipping Cost Policy If you choose to return an eligible item, we will issue a full refund of your original purchase price, including any initial standard shipping charges you paid at checkout.

Restocking Fees We do not charge restocking fees. As long as your returned product arrives in new, unused condition with original packaging intact, you will receive a full credit for the returned item.

How to Start a Return or Exchange (RMA Process) Please do not send items back without contacting us first. To start a return, email us at support@braseroliving.com with your order number and the reason for your return. Once approved, our team will issue a Return Merchandise Authorization (RMA) along with detailed shipping instructions and a return label or freight pickup schedule.

Damaged or Defective Items Please inspect your shipment immediately upon arrival.

• Freight (LTL) Deliveries: For large items like pizza ovens and fire bowls, inspect the crate and packaging before signing for delivery. Report any visible physical damage to our team within 48 hours of delivery.
• Small Parcel (UPS/FedEx) Deliveries: Report any hidden damage or manufacturing defects within 5 days of delivery.

In both cases, send clear photos of the damaged item and packaging to support@braseroliving.com so we can immediately arrange a full replacement or issue a refund at no cost to you.

Exchanges Process If you wish to exchange an item for a different size or model, contact us to initiate an RMA. For buyer’s remorse exchanges, you are responsible for the return shipping of the original item and the shipping costs associated with the new item. Once we receive and inspect the returned item, we will process your replacement order.

Cancellations If you need to cancel an order, please contact us as soon as possible. Any order canceled prior to warehouse dispatch will receive a 100% full refund. If your order has already shipped, it must follow our standard return procedure upon delivery.

Refund Processing Time Once your return is received at our domestic warehouse and inspected by our quality assurance team, your refund will be issued. Refunds are processed within 7 business days back to your original payment method.

Our Commitment to You Investing in your outdoor kitchen is an important decision. We are committed to maintaining a fair, transparent customer experience that protects your purchase every step of the way. If you have any questions regarding a product or return, reach out to us at support@braseroliving.com.