Online Returns Policy
We want you to be fully satisfied with your new products and have a return policy to prove it. If for any reason you are unhappy with your purchase, you have a 14 day cancellation period. Simply call to reschedule a pick-up and as long as the goods are returned in as new condition, undamaged, having all parts, and packaging is still in re-sellable condition, you will be given a full refund. For small items such as parts and small fires, a transport charge of £49.99 will be docked. For larger items, such as stoves and fireplaces, a charge of £99.99 will be incured. Should you choose to return the item yourself, you will not be charged as long as the item is in the same condition it was delivered, and still in sealed original packaging. If you choose to cancel an item once it has left the warehouse, you may be charged the delivery fee.
You have a duty of care while the products are in your possession and we reserve the right to charge you for any damage that may have occurred during this period.
In the unlikely chance an appliance is faulty, please report the issue to us as soon as possible.
Please do not install damaged or unwanted goods and let us know of any issues within 72 hours of receipt via email. Where possible please keep all original packaging and send emailed documents to let us know of any issues.
Should you contact us regarding a faulty item, we require an inspection by a qualified engineer. Before we can arrange a replacement, we will check the item where it’s installed to see if we can fix the fault.
We highly recommend items being put back in original packaging especially when being returned by you. This will help the goods to stay in new condition while in transit.