Returns Policy
We want you to be happy with your order from us. However, if you are not satisfied with your goods, you have the right to cancel your order within 14 days from the date of delivery or collection and get a credit note or refund, as long as you return the goods at your expense in their original condition, packaging, and with all parts and accessories. 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. The right to cancel does not apply to goods that are custom-made or personalised for you, also known as ‘Bespoke’ products. We will make it clear on our website and in your order confirmation if this applies to any of the goods you ordered.
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.
