Returns & Refunds Policy

 

30-Day Guarantee: Standard Return Procedure

If you're not satisfied with your items, you can request a return within 30 days after delivery for a full refund. The item(s) must be in their original unused condition (meaning all original packaging, assembly instructions, manuals, tags, and labels). It must not be installed or assembled. Items that have been used or modified in any way may not qualify for returns. 

Items returned without first requesting a return will not be accepted, as all returns require an authorized return number (RMA) for processing.

The following items may not be returned:

• Any items shipped to Canada
• Products eligible for parts under manufacturer warranty
• Items that have been used or modified in any way
• Items missing their original packaging (including shipping pallet/crate, if applicable)
• Items that are soon to be discontinued or on clearance
• Made-to-order items (see the product page to check the item's eligibility for return)
• Items from brands that do not allow returns. The following brands do not accept returns: -, -, -,

 

Custom Orders:

Any orders that are custom made are not eligible for returns. We strongly recommend that you consult with your contractor beforehand to ensure what you are ordering is the correct item for your build. 

DISCLAIMER ⚠

Refund request and processing times vary by brand. Additionally, some brands have different time windows for returns after delivery is completed.

- Fire One Up (PINNACOLO): Returns can be made within 10 days of receipt. There will be a 20% Restocking fee on all returns.

 

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Cancelling an Order:

 

(Before it ships):

If you’ve recently placed an order and it hasn’t shipped yet, you must notify us promptly at support@primepizzaovens.com to request a cancellation, free of charge.

Unshipped orders after 48 hours may be subject to a restocking fee.

Refunds will be issued to the original payment method used at checkout.

(Once it has shipped):

If your order has already shipped, the standard return procedure will apply. Refunds will be issued to the original payment method that you used when checking out. Shipping and restocking fees are non refundable.

To request a cancellation, please email support@primepizzaovens.com

(For Pre-Ordered & Backordered Items):

You may cancel your order at any time until new inventory arrives at the warehouse. However, once your order enters the shipping queue, any cancellation will be subject to our standard return procedure.

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Returns Process:

 

(1) Requesting a Return:

To return an item, write to us at returns@primepizzaovens.com. We will send you a prepaid shipping label and further instructions on how to send your item(s) back.

(2) After Request Submission:

We will notify you via email once we have received and inspected the item(s). If your return is approved, a refund (if applicable) will be issued to your original payment method (using the same credit or debit card). Please allow some time for your bank or credit card company to process and post the refund.

 

NOTE: For freight shipments, please do not miss your delivery appointment. Missed appointments are not eligible for free returns. If you miss your appointment, the standard return policy will apply. Refunds will be issued to the original payment method used at checkout, minus inbound and outbound shipping costs, as well as any associated fees (such as missed delivery, storage, or restocking fees).

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Mishaps:

 

Damaged or Missing Parts:

Once you receive your order during delivery, you must visually inspect it for any damage or missing parts immediately.

In the rare event that your order arrives damaged, you may return it for a replacement or a full refund, provided that you note the damage on the freight delivery document and have it signed.

You must report the issue to us within 48 hours by emailing returns@primepizzaovens.com with attached photos. After 48 hours, we cannot file a claim with the shipper on your behalf.

If your order is missing any items or parts, you must notify us within 48 hours of delivery. If we are not notified within this timeframe, replacement pieces may not be provided.

NOTE: You won't need to worry about return shipping costs for these matters.

See our Shipping&Delivery page for complete details concerning damages.