Overview
Our refund and returns policy lasts 14 days after receiving your goods. If 14 days have passed since receiving your order, we are unable to offer a return or refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned, such as special order stoves, spare parts, glass, beams and fire surrounds, if you would like confirmation before ordering please contact us.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, refund can take upto 10 days to arrive due to bank processing timescales.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again, certain refund may cancel out the original transaction if the refund is completed on the same day.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Contact.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Contact.
Shipping returns
To return your product, you should mail your product to: Contact.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning items you may consider using a trackable and insured service such as Royal Mail Special Delivery.
Website pricing & stock
Once an order is placed, our team will review the order, if there are any order queries we will contact you as early as possible to discuss.
If item is out of stock we will advise when the item will be back in stock, you will be able to cancel the order for a full refund if you are unable to wait for item to come back into stock. (this excludes fireplace beams as these are not kept in stock and are made to order)
Our website is kept up to date, however, if an error in pricing occurs, our team will contact you to discuss, in any circumstances if the corrected pricing is not acceptable a full refund will be provided. If your order is for delivery and there is a error in the delivery method at the checkout, which can be down to the area/postcode or the physical size/weight of the item, we will contact you to discuss. If no delivery charge is displayed or charged we will contact you to discuss. If the correct delivery charge and method is not acceptable a full refund will be provided.
Need help?
Contact us at Contact for questions related to refunds and returns.
