Please never return anything to us without having contacted us first.
Please do not simply send anything back to the address as shown on our website - unidentified deliveries will be refused.
Returns will be paid for by yourself and a full refund issued for the goods (not postal charges)
If the goods are faulty and we will arrange for a collection or replacement as soon as possible
Custom chimney plates cannot be returned we will issue a refund or make you a replacement if found to be manufactured incorrectly proof will be required for manufacturing faults
We will give a full refund for any items that you wish to return to us and do not levy a restocking charge (unless we have had to order in something specially for you). You have up to 4 weeks to return items to us.
Time limit: goods can only be returned within 4 weeks of receiving the order.
To return items to us please contact us. Just send us an email with your name and your order number and we will get back to you. You can email us from our returns page
Obviously we cannot refund for items that are returned to us damaged, so please ensure that the items are insured during transit. If any items do come to us damaged then we will let you know what was damaged, the value, and you can take this up with your delivery company.
When you do return items to us we stress that lots of extra packaging is needed as this will reduce the chance of damage during transit. Please also make sure that you do not write on the original packaging that the items come in as we cannot then resell them. If you do write on the packaging we then have to sell the items through our clearance section and you will receive 25% less refund - so it is worth adding that extra packaging and then writing the address on there.
Damages and discrepancies When the pallet arrives, please check your the contents very carefully once it has been unloaded to ensure that nothing has been damaged during transit before you sign for it. This will usually mean that you have to remove some or all of the packaging to be able to have a good look at it. When you sign for receipt of the delivery please be aware that you are signing to say that the package and all component parts have arrived in good condition. If there is any damage then make sure you sign for the delivery as damaged. Signing for it as unchecked is not sufficient.
If your stove or flue is damaged you can still accept the delivery but you must have signed for it as damaged. Then you will need to let us know within 24 hours. Please also check that all components to flue systems etc have been delivered and any discrepancies must be reported to us within 24 hours.