| Returns Policy
Order Cancellations
You may cancel your order at anytime before an item has been dispatched without incurring any charges. In this situation you will receive a full refund including the costs of delivery. Once an order has been dispatched from our distribution centre we will refund the cost of the items, however we will charge you for the cost of the delivery. If your order was initially over £300 and eligible for free delivery we may charge you up to £20.00 to cover the cost of returning the item to us by the courier company. Before canceling, please confirm your order status with our Customer Services team so any charges can be confirmed before the cancellation process is completed.
Faulty Items
On all stoves we are pleased to offer a full manufacturers guarantees, in-accordance with their own individual guidelines. This policy does not affect your statutory rights.
We will only exchange or refund items which have been maintained in accordance with the instructions outlined in the information supplied with your stove.
Under the terms of the guarantee we will only refund the cost of the products supplied by us. Unfortunately we cannot accept liability for any additional costs associated with the installation of our products. This condition applies both to the process when they are initially fitted and at any subsequent date, including the costs associated with repairs, replacement, additional treatments or preparation.
If an item becomes faulty, please contact one of our Customer Services team on 01606 841141 immediately. We may then offer you an exchange or a monetary refund dependent on the nature of problem.
How to arrange for an exchange or refund item?
Firstly you must contact our Customer Services team on 01606 841141, advising them of the nature of your concerns, relating to the product purchased from us.
If you are returning items under the terms of the 14 day money back guarantee, we will normally arrange the collection of items on your behalf. When an item has been returned to us and checked that it is of saleable quality, we will refund you using the same payment method as you used to place your initial order. Items due to be returned to us will remain your responsibility until we have received them back at our distribution centre.
On faulty items, we may under certain circumstances kindly request you to send us additional information to support your claim. The completion of any such information, either in writing or of photographic nature will ensure that we can offer you the best service and most suitable recommendations at all times.
It is our aim to process returns and refunds as quickly as possible and in all circumstances customers will be refunded within 30 days, even if additional information is requested by us to assess the nature of your specific problem.
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