Returns and Replacements

Any damages/faults must be communicated to us by email within 48hrs and the replacement will be arranged free of charge. If you decide to return the items for any other reasons (not suitable), you can do so within 14 days, providing the item is unused and in its original packaging. These are few simple rules you need to follow and things you need to know in case of damage or returning goods bought from us:

1. You always need to check the goods on delivery BEFORE signing as we may not be able to accept your claim once the delivery was accepted.

2. Do not use your fireplace, unless you are sure that you want to keep it. We can only accept returns of unused goods.

3. Do not throw away the packaging, receipt, instructions and any parts of the order. We ask that you unpack your order in a clean and secure place to ensure the product remains in optimal condition and the packaging is not damaged.

4. You have 14 DAYS from the day of delivery to change your mind and return the items. Once they are checked by us you will receive a full refund of the product price. Please note that if you contact us after 14 days we may not be able to accept any returns even if you did not open the goods straight away after delivery. It is your responsibility to organise for the parcel being checked within quoted time (for faults and defects, please refer to our Terms and Conditions for more information)

5. The delivery charge will not be refunded. The return carriage will be your responsibility.

6. Please note if you have bought a fireplace or any associated products from an exhibition or direct from our office, but find that you are dissatisfied we will accept return of the used goods within 14 days. However there will be a surcharge of 10% of the purchase price.

6. You can cancel your order and get a full refund until it is dispatched from our warehouse. Once the goods are dispatched, you need to reject delivery and the refund will be given excluding the actual delivery cost.