Refund policy
We want you to be happy with your Branch purchase. If something isn't right, please contact us and we'll do our best to help.
Returns
Unused and unopened Fireside Starter Kits may be returned within 30 days of delivery.
To be eligible for a return, your kit must be unused, in its original condition, and include the original packaging and contents.
Non-Returnable Items
Because the Fireside Starter Kit contains food and beverage products as well as fire-starting materials, opened kits cannot be returned.
We also cannot accept returns of:
- Used or partially used kits
- Kits with missing or used components
- Items damaged after delivery
- Gift cards, if offered
This does not affect our commitment to make things right if your order arrives damaged, defective, incomplete, or incorrect. Please contact us and we'll work with you on an appropriate replacement or refund.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible. Include your order number and photos of the product and packaging when applicable.
If the issue is our responsibility, we'll work with you to provide an appropriate replacement or refund.
Refunds
Once your return is received and inspected, we'll notify you of the status of your refund. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee cancellation once an order has entered fulfillment or shipped.
Questions
For return or refund questions, please contact us through the Contact page on our website.