Refund policy

t Ploutos Luxury, we partner with Phoenix Domes and KoKoMo Grills to deliver premium, made-to-order dome retreats and luxury outdoor kitchens. We understand that sometimes products need to be returned or exchanged. This policy explains eligibility, timelines, and processes for returns and refunds across all our offerings.

 

1. Eligibility & Timeframes

  • Stock Products (KoKoMo Grills)
    Returnable within 30 days of delivery for a full refund (minus shipping). Items must be unused, in original packaging, and with all accessories included.
  • In-Stock Phoenix Domes
    Returnable within 14 days of delivery if unused, undamaged, and in original packaging. Custom covers and modified frames are not eligible.
  • Made-to-Order & Custom Builds
    Phoenix Domes and KoKoMo Grills built or modified to your specifications (custom sizes, finishes, covers, or add-ons) are final sale and not eligible for return.

 

2. Non-Returnable Items

  • Custom dome covers, tailored finishes, and one-off designs
  • Special-order accessories or upgrades
  • Products showing signs of use, damage, or missing components
  • Clearance, discounted, or promotional items marked “Final Sale”

 

3. Return Process

  1. Submit a Request
    Email returns@ploutosluxury.com within the applicable timeframe. Include:
    • Order number
    • Product name and SKU
    • Photos of item and packaging
    • Reason for return
  2. Receive an RMA
    Once approved, you’ll receive a Return Merchandise Authorization (RMA) with instructions.
  3. Ship the Item
    • Pack securely in original packaging
    • Include the RMA form inside the box
    • Ship to the address provided
    • Customer is responsible for return shipping costs, unless the item is defective or shipped in error
  4. Inspection & Approval
    Upon receipt, our team inspects the product. If it meets return criteria, we’ll process your refund.

 

4. Refunds & Restocking Fees

  • Refund Timeline
    Refunds are issued to the original payment method within 5–10 business days after we receive and approve the return.
  • Restocking Fee
    A 15% restocking fee applies to all approved returns for stock products. This fee covers inspection, repackaging, and logistics.
  • Shipping Charges
    Original shipping (and return shipping) costs are non-refundable, except for defective or incorrect items shipped in error.

 

5. Exchanges

  • Exchanges for a different model or color are treated as a return + new purchase. Follow the return process above, then place a new order online.
  • If you need to swap sizes or configurations, contact us promptly—availability can be limited.

 

6. Warranty Claims

  • Phoenix Domes: 1-year structural frame warranty
  • KoKoMo Grills: 2-year manufacturer’s parts & labor warranty

Warranty issues (defects, malfunctioning components) should be submitted to support@ploutosluxury.com with photos and detailed descriptions. Warranty claims are evaluated separately and may entitle you to free repairs, replacement parts, or a full product replacement.

7. Questions?
If you’re unsure about eligibility or need help with the process, our Customer Care team is here to assist:
Email: support@ploutosluxury.com

Thank you for choosing Ploutos Luxury. We’re committed to your satisfaction and stand by the quality of every product we deliver.