Returns/Cancellations Policy 

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.

Please notify us via email if you want to return your item within 14 days of delivery the email address for returns is support@evolutionfires.com.

The 14 days starts from the day of delivery. To return your order, you need to notify us, this can be done via e-mail support@evolutionfires.com or by letter. We recommend e-mail as it keeps a record of your cancellation.

In the unlikely event that you are not 100% satisfied with your purchase and would like to return or exchange the goods, we offer all of our customers a 14-day period to return. The 14 days starts from the date the order is delivered. To return the order we need to be notified by email support@evolutionfires.com

Any damages must be reported to us via email within 48 hours of delivery – if reported after this time we will be unable to assist in resolving the issue with the courier.

There are two options available in the event that a return is required.

Option 1: If you wish to return goods in person, please email us to confirm this. Our team will reply with an available date and time slot for you to visit our warehouse, where the items will undergo an inspection in your presence. A full refund will be processed within 14 days, provided the goods are in resalable condition and packaged as they were originally delivered. Our return address is at the bottom of the page.

Option 2: If you would like us to collect your product, we will charge £130 to organize a collection service. This amount will be deducted from the refund.

*Please note – for any parts of the unit that are missing or damaged upon return, the value of these will be deducted from your refund*

It is the buyers responsibility to repackage the goods to the standard at which they where delivered, and for the buyer to arrange safe return of the product to our premises. We ask that online customers are aware of this before purchasing. If there is any doubt before processing an order, please contact us and one of the team will be happy to advise. We also advise that all of our customers check measurements before purchasing.

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  Media Walls that have bespoke sizes ie TV cutout sizes, soundbar cutouts, Custom colours and Media Wall dimension’s which are not the standard size cannot be returned.

Cancelling your order 

If you cancel your media wall order and we have already provided you with a custom made CAD drawing ie custom made soundbar cut-out , custom made TV cut out any changes to the standard sizes we will deduct £200 from the refund for the CAD drawings as these in-depth drawings are not avalible for anyone who is not placing an order. If your custom made Media Wall has shipped out and you decide to cancel we do not accept returns on custom made products.

Any other customised items including Wall mounted fireplaces and fireplace suites that are not the standard sizes cannot be cancelled once production has started.

This section applies to 3 sided fires, wall mounted fireplaces, and fireplace suites. If you cancel your order and the item has already shipped out of our factory the Return policy applies even if the Item is still with the courier as we still get charged for this service.

There are two options available in the event that a return is required.

Option 1: If you wish to return goods in person, please email us to confirm this. Our team will reply with an available date and time slot for you to visit our warehouse, where the items will undergo an inspection in your presence. A full refund will be processed within 14 days, provided the goods are in resalable condition and packaged as they were originally delivered. Our return address is at the bottom of the page.

Option 2: If you would like us to collect your product, we will charge £130 to organize a collection service. This amount will be deducted from the refund.

Return Address 

Evolution Fires 

Unit 2 Firefly Square 

Plantation Road 

Burscough 

L408JT

Email for Returns  support@evolutionfires.com

Phone number for Returns is 0333 303 0956