Returns, Refunds & Peace of Mind

We know returns aren’t fun — and our goal is to make the process as smooth, clear, and fair as possible. Please take a moment to review the details below so there are no surprises if anything needs to be changed, returned, or replaced.

Cancellations (Before Shipment)

We offer free cancellations on all standard orders before they ship — excluding custom or made-to-order items.

• Email support@vineandflame.com or call (480) 385-7604 to cancel.
• If your order hasn't shipped, you'll receive a full refund.
• If it has already shipped, our return policy will apply.

Custom & Made-to-Order Items

These brands include products that are made-to-order or custom-built. Once placed, these orders cannot be canceled or returned under any circumstances.

• Fire Magic
• American Outdoor Grill (AOG)
• TrueFlame
• Primo
• KingsBottle
• Broilmaster
• Cowboy Cauldron
• Le Griddle
• Pinnacolo
• Camp Chef
• Broil King
• Blackstone

If you're unsure whether your item is custom or made-to-order, contact us before placing your order.

Returns & Exchanges (After Shipment)

• Must be requested within 30 days of delivery
• Items must be unused, unassembled, in original packaging, and in sellable condition
• 25% restocking fee + return shipping will be deducted
• Exchanges are allowed but subject to shipping fees
• Items returned without prior approval will be refused
• Photos of the item & packaging are required for return authorization

Email support@vineandflame.com with your order number, reason, and photos to begin a return or exchange.

Damaged Shipments & Freight Claims

Please inspect all freight deliveries upon arrival. To ensure proper claim support:

• Visible damage: Refuse the shipment or note "Package Damaged" on the delivery receipt
• Concealed damage: Must be reported within 48 hours of delivery
• Submit photos of the packaging and damaged item to support@vineandflame.com
• Keep all packaging materials during claim review

If damage is not reported in time, your claim may be denied.

Incorrect Addresses & Delivery Failures

If your shipment is returned due to:

• Incorrect or incomplete shipping address
• Refused delivery
• Missed delivery appointment

You will be charged both outbound and return shipping, and a restocking fee may apply.

Opened or Assembled Freight

Any item that has been opened, unboxed, or assembled is considered used and is no longer eligible for return — unless damage was reported within 48 hours.

Non-Returnable Items

• Custom / Made-to-order products
• Used, installed, or damaged items
• Products without original packaging
• Special order, clearance, or discontinued items

Freight Forwarding & International Orders

We ship to addresses within the continental U.S. only. If you use a freight forwarder:

• Our responsibility ends once the item is delivered in good condition to the forwarder
• We cannot accept damage claims that occur after delivery to the forwarder

BOGO & Promotional Items

• Both items must be returned for a full refund
• If one item is returned, store credit may be issued for the remaining value

Refund Processing

• Refunds issued to original payment method after inspection
• Please allow 7–10 business days after inspection for processing
• Damage or use may result in partial or denied refunds

Chargebacks & Fraudulent Claims

We’re here to help. Contact us first — we’ll resolve the issue fairly.

If a chargeback is filed without prior communication, it may be treated as fraud and pursued legally. Repeat offenders may be permanently banned from purchasing from Vine & Flame.

Still Have Questions?

Email us at support@vineandflame.com or call (480) 385-7604 — we’re happy to help.