Free Returns Policy
We believe in our products and are so confident in our quality that we now offer free returns on certain products. We want you to feel like every item is the perfect match for your home. If it’s not the right fit, you can request to return most items for a FULL REFUND within 24 HOURS of delivery.
Return shipping costs will not apply.
Products that are eligible for free returns are:
- Floating Fires
- Fireplace Suites
- Built-in electric fires
Please note the item must be in its original condition and packaging to be accepted.
Products that are not eligible for free returns are:
- Clearance items
- Items that are custom made to your specifications
- Items you have already assembled
- Items marked “Non-Returnable” on the sale page
- Fire Surrounds
- Media Walls
To arrange a free return please call our customer support team on 0151 245 0697 The refund will be issued 2/4 days after the product has arrived back at our factory and has been inspected.
Cancelling an Order
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.
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 shipping costs. Please note however that it is the buyer that is responsible for any carriage costs incurred. This cost is usually between £100 – £140 depending on where you are and the size of the Item.
This is a direct cost to us to have the item shipped and returned. 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.
If you wish you can arrange to return the items yourself.
We will not accept any goods that have been Installed or are damaged.
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.
Any items that have been custom made cannot be cancelled