Refund policy

Last Updated: July 31, 2026

At HeavenCrest, we want you to be completely satisfied with your purchase. Because many of our products, including fire pits, fire tables, and saunas, are manufactured to order by trusted brands such as The Outdoor Plus and Orivon Wellness, this policy explains when returns, exchanges, and refunds are accepted, along with the conditions that apply.

By placing an order with HeavenCrest, you agree to the terms outlined in this Returns & Refunds Policy.

Eligible Returns

We accept returns only under the following circumstances:

  • The product arrives damaged during shipping.

  • The product received is incorrect or different from what you ordered.

  • The product is new, unused, uninstalled, and returned in its original packaging, provided it is not custom-made or personalized, and the return has been approved by HeavenCrest.

Non-Returnable Products

The following items are not eligible for return:

  • Custom-made or personalized products.

  • Products manufactured specifically to customer specifications.

  • Products that have been installed, used, modified, or damaged after delivery.

  • Clearance or final-sale items (where applicable).

Important: Inspect Your Delivery

Many of our products are delivered via freight carriers. We strongly recommend inspecting your shipment immediately upon delivery.

If you notice visible damage:

  • Note the damage on the carrier's delivery receipt before signing.

  • Take clear photographs of the packaging and the damaged product.

  • Contact us within 48 hours of delivery.

Prompt reporting allows us to file a freight claim with the shipping carrier as quickly as possible.

Return Timeframes

The following return timeframes apply:

  • Visible shipping damage: Must be reported within 48 hours of delivery.

  • Defective products: Must be reported within 7 days of delivery.

  • New, non-custom products: Return authorization must be requested within 7 days of delivery.

Once approved, your Return Merchandise Authorization (RMA) will remain valid for 30 days from the date it is issued.

Return Conditions

To qualify for a return, the item must:

  • Be completely unused and uninstalled.

  • Be returned in its original packaging.

  • Include all original accessories, manuals, components, hardware, and packaging materials.

  • Show no signs of installation, wear, misuse, modification, or damage after delivery.

For damaged or defective items, customers must provide photographs or videos along with proof of purchase to assist in evaluating the claim.

How to Start a Return

To request a return, please contact us at support@heavencrest.shop and include:

  • Your order number.

  • The reason for the return.

  • Photos or videos of the item (if applicable).

Once your request has been reviewed and approved, we will issue a Return Merchandise Authorization (RMA) along with detailed return instructions.

Please do not return any product without prior authorization. Returns received without an approved RMA may not be accepted.

Return Shipping Costs

  • If your return is due to a defective, damaged, or incorrect product, HeavenCrest will cover the cost of return shipping or the replacement shipment.

  • If the return is requested for a new, non-custom product for reasons unrelated to an error on our part, the customer is responsible for all return shipping costs.

Original shipping charges are non-refundable unless the return is the result of our error or the product arrived damaged, defective, or incorrect.

We strongly recommend using a trackable and insured shipping service when returning any product.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery.

To help us resolve your claim quickly, please include:

  • Your order number.

  • Photos of the product.

  • Photos of the packaging (if applicable).

After reviewing your claim, we will arrange a repair, replacement, or refund at no additional cost to you, including return shipping where applicable.

Refunds

Once we receive and inspect the returned product, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

Refunds may take up to 30 days to appear in your account, depending on your financial institution or payment provider.

Exchanges

Where applicable, HeavenCrest may offer a repair, replacement, or exchange, subject to product availability, particularly for defective, damaged, or incorrectly shipped products.

If you need a different finish, size, or configuration, please contact our customer support team before returning your item so we can determine the best available solution.

Restocking Fee

Approved returns of new, non-custom products requested by the customer are subject to a 25% restocking fee, which will be deducted from the refund amount.

This fee does not apply to products that arrive damaged, defective, or incorrect.

Lost or Damaged Return Shipments

Customers returning products are encouraged to use a shipping service that provides tracking and insurance.

HeavenCrest cannot be responsible for return packages that are lost or damaged during transit without proof of shipment.

Order Cancellations

Orders may be canceled for a full refund provided they have not yet shipped and are not custom-made or personalized products.

Once an order has shipped, this Returns & Refunds Policy will apply.

To request a cancellation, please contact us as soon as possible at support@heavencrest.shop.

Late or Missing Refunds

If you have not received your refund after the stated processing period, please first contact your bank or credit card provider, as processing times may vary.

If you still have not received your refund, please contact us at support@heavencrest.shop, and our team will be happy to assist you.

Policy Updates

HeavenCrest reserves the right to update or modify this Returns & Refunds Policy at any time.

Any changes will be posted on this page and will become effective immediately upon publication. We encourage customers to review this policy periodically before requesting a return.

Contact Us

If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us.

Heaven Crest, LLC

7345 W Sand Lake Rd, Suite 210, Office 1996

Orlando, FL 32819

United States

Email: support@heavencrest.shop

Phone: (954) 673-3775

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (Eastern Time)