Returns, Refunds & Warranty Policy

At Highmark Products, we stand behind the products we manufacture and want you to be confident in your purchase. Because many of our products are made to order or customized specifically for each customer, return and cancellation eligibility depends on the type of product purchased and the stage of production.

Please review the following policy before placing your order.

Returns

Standard, non-customized products may be eligible for return within seven (7) days of delivery.

To be eligible for a return, the product must be unused, uninstalled and in its original condition. Please contact Highmark Products before returning an item so we can confirm eligibility and provide return instructions.

Returns sent without prior authorization may not be accepted.

Unless the return is the result of an error by Highmark Products, a confirmed manufacturing defect or an approved warranty claim, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable.

Custom & Personalized Products

Custom and personalized products are made specifically for each customer and are final sale once production has begun.

This includes products featuring custom names, wording, dates, logos, artwork, dimensions, colours or other customer-requested modifications.

Where a design proof is provided, it is the customer's responsibility to carefully review all spelling, dates, dimensions, layout and other design details before approving the proof.

Once a proof has been approved and the product has entered production, changes, returns or refunds are not available unless the finished product differs from the approved design due to an error by Highmark Products.

If we make an error that results in the finished product differing from the approved proof, please contact us and we will work with you to make it right.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

For standard products, cancellation may be possible if processing or production has not yet begun.

For custom or personalized orders, please contact us to determine where your order is in the design and production process. If design work has already begun but the product has not yet entered production, a partial refund may be available depending on the amount of design work, materials, preparation or other work already completed.

Once a custom product has entered production, cancellation may no longer be possible.

Cancellation eligibility and the amount of any applicable refund will be determined based on the stage of the order at the time the cancellation request is received.

Refunds

Once an approved return has been received and inspected, we will notify you of the status of your refund.

Approved refunds will be issued to the original method of payment. Once a refund has been processed by Highmark Products, the time required for the funds to appear in your account will depend on your bank or payment provider.

Original shipping charges and return shipping costs are non-refundable unless the return is the result of an error by Highmark Products or an approved warranty claim.

Products returned in a condition that does not meet the requirements of this policy may not qualify for a refund.

Damaged Shipments

Damage that occurs during shipping is addressed under our Shipping Policy rather than this return policy.

Shipping damage must be reported to Highmark Products within three (3) business days of delivery. Customers must retain the original packaging and provide the photographs and information required to process a shipping damage claim.

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Product & Workmanship Warranty

Highmark Products stands behind the materials and workmanship of the products we manufacture.

If you believe your product has a manufacturing defect, please contact us with your order information and clear photographs showing the issue.

Warranty coverage applies to defects resulting from our materials or workmanship under normal and intended use. It does not cover damage resulting from misuse, improper installation, accidents, modifications, neglect, abnormal conditions, improper maintenance or normal wear and tear.

Warranty periods and coverage may vary by product depending on its construction, materials and intended use. Where a product carries specific warranty coverage, the applicable warranty period will be identified on the individual product listing.

If a warranty claim is approved, Highmark Products will determine an appropriate resolution based on the nature of the issue. This may include repair, refinishing, replacement of the affected product or component, or another reasonable solution.

Fire Pit Structural & Workmanship Warranty

Highmark Products warrants our fabricated steel fire pits against defects in materials and workmanship under normal residential use.

Because our fire pits are available in different constructions, materials and configurations, the structural warranty period varies by model. The applicable structural warranty period, where provided, will be identified on the individual product listing.

Structural warranty coverage applies to defects affecting the primary fabricated steel structure or welded joints resulting from a defect in materials or workmanship.

Components that are subject to direct and repeated exposure to fire and extreme heat — including grates, mesh, screens and other replaceable or wear components — may carry different warranty coverage than the primary fire pit structure. Where applicable, coverage for these components will be identified with the individual product.

Normal deterioration resulting from repeated exposure to fire and extreme temperatures is not considered a manufacturing defect. This includes surface rust, scaling, heat discolouration, minor distortion and the gradual deterioration of grates, mesh, screens or other fire-contact components through normal use.

The structural and workmanship warranty does not cover damage resulting from misuse, modification, impact, improper installation, corrosive materials or environments, lack of reasonable maintenance, commercial or abnormal use, or use of the product for a purpose other than its intended use.

Paint, powder coat and other finishes are not covered by the fire pit structural warranty and are subject to the applicable finish terms outlined below.

Powder Coat — One-Year Limited Warranty

Highmark Products provides a one (1) year limited warranty on our powder-coated finishes against peeling, flaking or loss of adhesion resulting from a defect in the coating application.

Powder coating provides a durable protective finish; however, no exterior coating is completely maintenance-free or immune to damage and environmental exposure.

The powder coat warranty does not cover:

• scratches, chips, dents, impacts or abrasion;
• damage caused during installation, transportation or handling after delivery;
• damage caused by cutting, drilling, grinding, welding or otherwise modifying the product;
• corrosion or rust originating from scratches, chips or other areas where the coating has been damaged and bare steel has been exposed;
• normal fading, chalking or changes in colour, gloss or appearance resulting from UV exposure and weathering;
• exposure to salts, fertilizers, harsh chemicals, industrial contaminants or other corrosive substances or environments;
• damage resulting from misuse, neglect, improper care or maintenance; or
• normal wear and tear.

Minor variations in colour, texture or finish that can occur as part of the powder-coating process are not considered manufacturing defects.

Damage to the coating should be repaired promptly. Once bare steel is exposed to moisture, surface corrosion can occur and is not considered a failure of the original powder-coated finish.

High-Heat Paint Finish

High-heat paint applied to Highmark fire pits is intended primarily as an aesthetic finish and is not covered by our powder coat warranty.

Fire pits are exposed to extreme and highly variable temperatures during normal use. Depending on the size, location and intensity of the fire, the painted finish may discolour, fade, blister, peel or burn away — including during the first few uses. This is considered a normal characteristic of a high-heat painted steel fire pit and is not considered a defect in materials or workmanship.

High-heat paint does not provide permanent protection against rust or corrosion. As the finish wears or burns away and bare steel becomes exposed, surface rust may naturally develop.

The appearance and lifespan of the painted finish will vary depending on use, fire intensity, weather exposure, storage and maintenance. Periodic cleaning and application of an appropriate high-heat touch-up paint may be required to maintain the appearance of the product.

High-heat paint and its appearance are not covered under the fire pit structural and workmanship warranty. Paint wear, heat discolouration, fading, blistering, peeling, burning and surface rust do not affect the structural warranty applicable to the fire pit itself.

Outdoor Steel Products & Maintenance

Steel is a durable material, but it can rust when exposed to moisture and the elements, particularly when its protective coating has been scratched, chipped, worn or exposed to extreme temperatures.

Outdoor products should be periodically inspected for coating damage or exposed steel. Touching up scratches, chips and worn areas as needed will help protect the underlying steel and extend the appearance and life of the finish.

Exposure to rain, snow, humidity, standing water, road salt, fertilizers and other environmental conditions can accelerate corrosion.

Surface rust, weathering and corrosion resulting from normal use, damaged or worn coatings, environmental exposure or lack of reasonable maintenance are not considered manufacturing defects and are not covered under the coating warranty.

Product Dimensions & Natural Variations

Highmark products are individually manufactured and finished, and minor variations between products are normal.

Dimensions listed on our website are nominal and are intended to provide an accurate general representation of the finished product. Small variations in finished dimensions may occur as a result of material tolerances, cutting, forming, welding and finishing processes.

Minor variations in alignment, weld appearance, colour, texture, finish or other characteristics inherent to the manufacturing process are not considered defects provided they do not materially affect the intended use of the product.

If your project requires an exact finished dimension or specific tolerance, please contact us before placing your order so we can determine whether your requirements can be accommodated.

Warranty Exclusions

Unless specifically stated otherwise in this policy or on an individual product listing, Highmark Products' warranties do not cover damage or deterioration caused by:

• normal wear and tear;
• misuse or use of a product for a purpose other than its intended use;
• improper installation, mounting or assembly;
• accidents, impacts or physical damage;
• alterations or modifications made after purchase;
• failure to reasonably maintain the product;
• exposure to abnormal or unusually corrosive conditions; or
• natural weathering and aging of materials and finishes.

Warranty coverage applies to the original purchaser, and proof of purchase may be required.

Warranty Claims

To submit a warranty claim, please contact Highmark Products and provide:

• your name and order number;
• a description of the issue;
• clear photographs showing the affected area;
• photographs showing the overall product; and
• any other information reasonably requested to help us assess the issue.

We may request additional photographs or information before determining whether an issue qualifies for warranty coverage.

If a claim is approved, Highmark Products will determine the appropriate resolution based on the nature and circumstances of the issue. Depending on the situation, this may include repair, refinishing, replacement of the affected product or component, or another reasonable solution.

Warranty claims do not automatically entitle the customer to a full refund or complete product replacement when the issue can reasonably be corrected through another solution.

Questions

If you have questions about a return, cancellation, product finish or warranty coverage, please contact Highmark Products. Someone from our team will be happy to review your order and help determine the appropriate next steps.