Never return goods without contacting Flame Fireplaces first. Email us at the earliest possible convenience. Any goods sent without prior contact with Us will not be accepted and we will not be liable for refunds.
According to Consumer Contracts Regulations 2014, You have a 14 day ‘Cooling Off Period’ to return goods from date received. This does not include Special Order or Bespoke Products such as bespoke fireplaces, hearth plinths, flue systems, spare parts, stove glass, fire brick, fire rope and other goods that have been manufactured or cut to size.
Returned goods will only be accepted if they are in original packaging and original state. The goods must not have been fitted, installed or used in any way. The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition. Please do not write on original packaging.
It is your duty to pay for carriage of returned goods. Goods in transit are your responsibility. Damaged goods will not be refunded. Returned goods are subject to a re-stocking charge [10%]. If goods are not returned in their original condition a re-stocking charge of 20% is applicable.