Return and Refund Policy

Lux Yard and Homes Client Return Standards

At Lux Yard and Homes, your satisfaction and investment confidence are our primary commitments. As an authorized dealer partner for premier United States outdoor living manufacturers, our products ship directly from domestic crating hubs and design foundries. To guarantee regulatory transparency, legal alignment, and total protection of your investment, returns and order adjustments are governed by clear freight preservation standards.

1. 15 Day Return Policy for In Stock & Quick Ship Freight Items

For standard stocked inventory and factory Quick Ship architectural pieces (such as pre cast fire tables, standard dining tables, and catalog fixtures), you may request a return within 15 calendar days of curbside delivery, subject to the conditions below:

Pristine Crated Condition: The piece must remain completely uninstalled, unburned, never connected to gas or water lines, and securely banded to its original timber shipping pallet with all factory crating, internal blocking, and protective foam intact. Once heavy stone or concrete is removed from its pallet, freight carriers cannot safely transport it without severe structural fracture hazards.
Return Authorization Required: Every freight return requires an authorized Return Merchandise Authorization (RMA) number issued by our concierge desk. Shipments dispatched without an active RMA will be turned away at factory receiving docks.
Customer Preference Returns: If an in stock item arrives in pristine condition but does not suit personal aesthetic preference, the return is subject to actual round trip commercial LTL freight fees and the applicable manufacturer factory restocking charge (15% for Elementi stocked inventory; 20% for American Fyre Designs quick ship models). These actual pass through costs are deducted from the net refund balance.
Transit Damage & Defect Exemption: Restocking charges and return freight fees never apply to items that arrive structurally damaged or defective.

2. Custom Cast & Made to Order Architectural Pieces

Because American Fyre Designs and select estate collections are artisanal concrete features custom poured, cured, and finished to client order specifications at the California foundry, made to order configurations enter casting schedules immediately upon order verification:

Final Sale Status: Made to order fire tables, custom textured finishes, and special order stone structures are strictly final sale and cannot be returned or canceled once manufacturing has commenced.
100% Transit Protection: While custom pieces cannot be returned for preference, they are fully covered against transit incidents. Any piece damaged during line haul shipping is repaired or replaced with an identical brand new factory casting at zero expense.
Warranty Backing: All made to order pieces remain fully backed by complete manufacturer structural and burner warranties.

3. 30 Day Return Policy for Parcel Accessories

Smaller accessories delivered via parcel carriers (including canvas weather covers, stainless burner lids, glass wind guards, propane tank covers, and maintenance items) may be returned within 30 calendar days of delivery:

Items must be unused, unburned, and secured inside original manufacturer packaging with all inserts and documentation intact.
Return parcel shipping postage is the responsibility of the client on preference returns.
Approved accessory returns are subject to standard warehouse restocking fees of up to 15%.

4. Return Physical Depots and Logistics Routing

Because Lux Yard and Homes dispatches products directly from factory production facilities and specialized crating hubs located across California, Wyoming, and across the United States, return destination depots vary by manufacturer and material classification.

Do not ship returns to our corporate administrative address. Every return must travel under an official carrier bill of lading directly to the authorized brand logistics facility specified on your RMA documentation. Returns sent to unauthorized addresses will be rejected and returned at sender expense.

5. Step by Step Return Procedure

Initiate Request: Email sales@luxyardandhomes.com within your applicable return window with your original order number and reason for return.
Photographic Verification: Provide clear photos showing the intact crated pallet, strapping bands, and product identification tags. Our team reviews packaging integrity within 24 business hours to confirm carrier compliance.
Freight Coordination: Upon authorization, we deliver your official RMA paperwork, bill of lading documentation, and coordinate carrier collection directly from your driveway apron.
Dock Inspection: The shipment is received and inspected by factory quality control specialists to verify all hardware, burner components, and structural surfaces are unburned and pristine.
Refund Disbursement: Net funds are returned to your original payment method within 7 to 10 business days of warehouse receipt.

6. Product Exchanges

To ensure clients receive alternative sizes, burner configurations, or stone tones without inventory delays, exchanges are processed as a return and repurchase. Initiate a return request for your original uninstalled piece under our standard window. Once your return pickup is verified by carrier bill of lading, our concierge team coordinates your new order immediately.

7. Pre Dispatch Order Cancellations

Stock Inventory: In stock and quick ship orders canceled prior to factory crating and line haul scheduling receive an immediate 100% refund. Cancellations requested after freight dispatch must follow the standard return process.
Made to Order Castings: Custom made to order pieces may only be canceled within 24 hours of order placement. Once mold preparation, concrete mixing, and casting begin at the California foundry, orders cannot be canceled.

8. Transit Inspection and Immediate Replacement Protocol

Every commercial freight shipment travels fully insured against transit incidents. To ensure immediate replacement without out of pocket expense:

Delivery Inspection: Inspect the outer wooden crate and carton exterior with the driver present. If any puncture, crushed timber, or tear is visible, note the condition directly on the driver delivery receipt before signing.
3 Day Reporting Standard: Notify our team within 3 calendar days of delivery by emailing photos of packaging, any affected areas, and the delivery receipt slip to sales@luxyardandhomes.com.
Zero Cost Rectification: Transit damages verified under our reporting protocol are repaired or replaced with brand new factory hardware or complete replacement tables at zero added cost.

9. Late or Missing Refund Resolutions

If you have received written confirmation of an approved refund but do not see the credited balance on your statement:

Review your banking application or credit card statement to verify pending credits.
Contact your credit card issuer or banking institution. Financial institutions frequently require 3 to 5 business days of processing time to post settled refunds.
If you have completed these steps and have not received your credit within 10 business days of factory check in, contact our accounts desk at sales@luxyardandhomes.com or 254 503 5382.

10. Client Advisory Support

Our concierge advisory desk is available for questions regarding freight handling, site prep, or policy inquiries:

Advisory Line: +1 254 503 5382
Client Service: sales@luxyardandhomes.com
Operating Schedule: Monday through Friday, 9:00 AM to 6:00 PM EST