In an ideal world, every customer would love the item that they’ve just purchased, but we live in the real world and we know that sometimes there are going to be situations where the item you’ve ordered and had delivered isn’t suitable for your requirements. In the unlikely event that you’re not 100% satisfied with your purchase and you want to return the goods, we are pleased to offer all customers a 14 Day Refund giving you peace of mind when you’re buying something off the internet. This will give you 14 working days in which to decide to keep the goods or return them to us for a refund.
Returns are often the result, of the incorrect goods being chosen for your needs and usage and in particular the size of the goods not being suitable for the space available. If you are in doubt before you purchase, please contact our Sales Team by email or phone
Please notify us via email if you want to return your item within 14 days of delivery the email address for returns is firstname.lastname@example.org.
Please note the item must be in its original condition and packaging to be accepted.
The 14 days starts from the day of delivery. To cancel your order, you need to notify us, this can be either by phone at 0151 245 0697, e-mail email@example.com or by letter. We recommend e-mail as it keeps a record of your cancellation.
If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price minus the return shipping costs. Please note that it is the buyer responsibility for any carriage costs incurred with the return of the Item. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
Below is a guide to the Return shipping costs depending on location.
Wallmounted Fires £60-£80
Fire Surrounds £40 – £60
Electric Suites £50-£70
3 sided fires £50-£60
Media Walls £200
If you wish you can arrange to return the items yourself you will need to notify us via email with any tracking numbers and pictures of the returning item in the original packaging.
We will not accept any goods that have been Installed or are damaged. If the goods are not returned in a resalable condition, then we reserve the right to deduct an amount from your refund to return the item to a saleable condition. We would contact you at this event as soon as possible.
Your refund will be processed within 14 days of us receiving the goods back at our factory. All goods must be returned to us in their original packaging and in a good and unused condition with no damages for a full refund minus the shipping costs.
CUSTOM MADE PRODUCTS example: TV cutout sizes, soundbar cutouts Items that are not the standard size cannot be returned.
Cancelling your order
If you cancel your order and the item has already shipped out of our factory the Return policy applies.
Unit 2 Firefly Square
Email for Returns firstname.lastname@example.org
Phone number for Returns is 0151 245 0697