Our Policy, Plainly Stated

All Sales Are Final

We stand behind the quality of everything we create and sell. This policy applies to physical goods, custom fabrication, digital products, and Member Vault access. The only path to resolution is the Quality Guarantee detailed below, which covers items that arrive damaged, defective, or materially different from what was described.

Our Quality Guarantee

We stand behind our craftsmanship. If any physical item arrives damaged, defective, or materially different from what was described, we will make it right.

What Qualifies as a Defect

Defects covered under our Quality Guarantee include:

• Structural damage that affects function or safety
• Missing components or incomplete orders
• Significant manufacturing defects
• Items materially different from the product description

What Does Not Qualify

The following are not considered defects and are not covered:

• Minor variations in handcrafted items (these are features, not flaws)
• Color or finish variations due to monitor display differences
• Normal wear and tear after use
• Damage caused by improper use, storage, or maintenance
• Damage during use or cooking
• Items that do not meet personal expectations but match the product description
• Buyer's remorse or change of mind

Product Categories and Specific Policies

The Member Vault

The Member Vault is a one-time purchase that unlocks permanent access to a private section of ownthefire.com with 80+ professional recipes across 8 categories, updated monthly.

Custom Grills, Smokers, and Built-to-Order Fabrication

Custom builds are fabricated to your specifications and represent a significant investment of time, materials, and craftsmanship. We build custom Argentine parrilla and Santa Maria hybrid grills, reverse flow smokers, and BBQ prep stations.

Before you order a custom build:

• Consultations are by appointment only. Contact us to schedule.
• Review all specifications carefully before approval
• Understand that custom work is built to your approved specifications
• Ask questions before deposit. We are available to clarify any detail.

Artisan Knives

Our Artisan Knives are Brazilian hand-forged blades. Each piece is unique by design.

Artisan Knife Policy:

• All knife sales are final
• Handcrafted variations (handle grain, finish patina, slight dimensional variations) are inherent to the craft and are not defects
• Knives must be inspected immediately upon delivery
• Damage must be reported within 7 days of delivery with photos
• Improper use, sharpening by unauthorized parties, or neglect voids any claims

Care Instructions: Proper care of Artisan Knives is essential. Misuse or improper maintenance is not covered under our Quality Guarantee. Care instructions are included with each knife.

Artisan Leather

Our full-grain Artisan Leather is designed to develop character with use. Natural variations are part of the material.

Artisan Leather Policy:

• All Artisan Leather sales are final
• Natural leather variations (grain patterns, color variations, natural marks) are characteristics of genuine full-grain leather, not defects
• Damage must be reported within 7 days of delivery with photos
• Items showing signs of use cannot be returned or exchanged

Signature Gear and Apparel

Apparel Policy:

• All apparel sales are final
• Review size charts carefully before ordering
• Incorrect size selection by the customer is not grounds for return or exchange
• Defective items (manufacturing defects, printing errors, damage in shipping) will be replaced under our Quality Guarantee

Before you order apparel:

• Review the size chart on each product page
• Contact us with sizing questions before ordering
• We cannot exchange items for different sizes

Shipping Damage

If your order arrives with visible shipping damage:

• Document the damage immediately. Photograph the packaging and the product before opening if possible.
• Note damage with the carrier at time of delivery if possible
• Contact us within 48 hours at info@ownthefire.com
• Do not dispose of packaging. We may need photos of the original shipping materials.

We will work with you and the shipping carrier to resolve shipping damage claims. In most cases, we ship a replacement at no additional cost.

Order Cancellation

Before Shipment

• Standard products: Orders may be cancelled if they have not yet shipped. Contact us immediately at info@ownthefire.com.
• Custom builds: Cannot be cancelled once production has begun. See Custom Build Policy above.
• Member Vault: Access is granted instantly at purchase. Cannot be cancelled or refunded.

After Shipment

• Orders that have shipped cannot be cancelled
• Refusing delivery does not constitute cancellation and may result in additional fees

International Orders

International orders are subject to:

• Additional shipping fees and longer delivery times
• Import duties, taxes, and customs fees (buyer's responsibility)
• Limited options for damage claims due to shipping complexity

International buyers should carefully review product descriptions and specifications before ordering. We currently ship within the United States only. International shipping may be available on request for select products.

Contact Us Before You Buy

We want you satisfied with your purchase. The best way to ensure that is to review the details and reach out with questions before you order:

• Review all product details carefully before ordering
• Contact us with any questions. We are happy to help.
• Request additional photos or information if you need them
• Understand the product specifications, especially for custom work

Our team is available to answer questions about product specifications and dimensions, material details and care requirements, custom build options, size and fit recommendations, and anything else you need to know before purchase.

How to Request Support

If you have an issue with your order:

• Email: info@ownthefire.com
• Include:
  • Your order number
  • Description of the issue
  • Clear photos if applicable
  • Your preferred resolution

Response time: We typically respond within 24 to 48 hours during business days.

Final Acknowledgment