Returns Policy

1. Introduction

Thank you for shopping with us, if you are not satisfied with your purchase we are here to help.

2. Returns Policy

Orders may be returned within 14 days of the date of delivery for refund, store credit or exchange.
When returning items please include all parts and accessories in their original condition and packaging.
Returns will be processed within 28 days.

3. Shipping Costs

You are responsible for shipping costs for all returns.

4. Exceptions

The following items do not qualify for returns: custom/bespoke products.
The goods must be complete, unused, and as new; for example, if you have opened the box to check the product, you must not have damaged the box, packaging, or product in any way and you must pack it back as it was. This does not affect your legal rights. Before you return any item(s), you must send us an email to confirm your request to return and the reason why you want to return the product. You must use a delivery service that is insured to return any items, as we will not be responsible for any damage caused by the courier on the way back. We will inspect all returned items in front of the courier and we will reject any items that are damaged. When we get the goods, we will check them to make sure they have all the manuals, parts, and accessories that we sent them with and that the goods are in the same condition as we sent them to you. If we get a returned item that is not in the same condition as we sent it or that has missing parts, we have the right not to give you a refund. We will not be liable if a product is not compatible with your chimney or flue. We strongly advise that all customers look at/research the product before they order and have a professional installer do a survey to make sure that the product is suitable before they place their order. We cannot take back goods that are specially ordered for you. We may or may not take back goods after the 14 day cooling off period is over. That is up to us. If we do take back products after this time, they will have a minimum re-stocking fee of 25% of the total price you paid plus any extra costs we may have had. You must pay for all replacement products in full. If the original product/parts were sent out due to our error or if they were damaged/faulty, a refund will be issued on their return. We are unable to accept returns for products that have already been installed.

5. Contact Us

If you have any questions, please contact customer service.
Call us at: +44 333 880 7739
Email us at:

All returns must be shipped to the following address:
Address will be given at the time of processing the return. We use ship direct from manufactures in most cases so returns will be sent back to where they were dispatched from.
Attention: Customer Service
Address given at time of return
we only accept returns in, the uk


Last Updated: 2/3/2024