Refund policy

Refund & Return Policy

At Verona Hearth, we take immense pride in the quality of our premium outdoor kitchen products. We understand that purchasing luxury backyard fixtures is a significant investment, and we are committed to making your experience seamless.

1. 30-Day Return Window
You have 30 days from the date of delivery to request a return on any eligible item. To be eligible for a return, your item must be completely unused, unassembled, uninstalled, and in the exact same condition that you received it. It must also be securely packed in its original manufacturer packaging with all structural pallets, straps, and protective wrapping intact.

2. Return Shipping Costs & Restocking Fees
Because high-ticket outdoor appliances are shipped via specialized LTL freight carriers, returns are subject to the following manufacturer-enforced conditions:
* Return Shipping: The customer is responsible for arranging and paying for all return freight shipping costs back to our manufacturer warehouses. 
* Restocking Fees: All approved returns are subject to a standard 15% to 25% restocking fee (depending on the specific manufacturer brand). This fee is deducted directly from your final refund amount to cover warehouse inspection and repackaging costs.

3. How to Initiate a Return
Do not ship items back to the address on your original shipping label. To begin a return, please email our support team at sales@veronahearth.com with your order number and photos verifying that the item is still untouched in its original packaging. We will provide you with the correct manufacturer warehouse authorization form and return address.

4. Cancellations
* Before Shipment: If you change your mind and wish to cancel your order before it leaves the warehouse, please notify us immediately. If the item has not been loaded onto the freight truck, we will cancel it for a full 100% refund.
* After Shipment: If your order has already been picked up by the freight carrier, it cannot be canceled in transit. It will be treated as a standard return, and outbound freight shipping costs, return freight shipping costs, and restocking fees will apply.