- Return Timeframe: 14 days (Damage on Delivery must be within 48 Hours of Delivery).
- Condition of Return: We can accept returns only on; unused/unopened items. With their original packaging should this be damaged or unusable a deduction on the refund may be incurred. Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to follow the above instructions and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery / collection.
- Custom Products: Such as cut lengths of flexible flue liner or bespoke stone and appliances made to order are not eligible for return. Please confirm prior to order if it is considered a “custom” product.
- Shipping Costs: Please note that it is the buyer that is responsible for any carriage costs incurred (unlessthestoveisnotasspecified,damagedorfaulty). Wewilldeducttheseamountsfromtherefund. There may be extra charges for Scotland or any island.
- Restocking Fees: There is a restocking fee of up to 25% of the costs of the item or £25.00 which ever is the greater figure, at the discretion of the company. We will deduct this amount from the refund.
- Refund Process: The standard time for a refund once the items are returned and received and inspected is within 24 hours via the original payment method. (Please allow several days for suitable inspection and delivery times) There may be extra delays from Highlands or non Mainland locations.
- Faulty or Damaged Items: If an item is faulty or damaged we can offer replacements or equivalent alternatives, a full refund or a suitable repair at the company's discretion.
- The Courier/Delivery Company has damaged my order. What should I do? If goods are damaged please accept or reject at the time of delivery (sometimes it is easier to accept the order rather than
reject it due to one item of many being damaged). We will replace damaged items even if you have signed for them as long as notified damaged on delivery and we are notified within 48 Hours of purchase via email. We will require photographs of damaged items in order to replace. We require to collect the damaged items, or ask you to return damaged items to us (We will cover your reasonable postage costs). To Note: if just a glass(s) are broken please accept the delivery as it is easy to replace and we can send out replacement glass. Please take care if handling broken glass.