Your rights to return goods are protected under the EU Distance Selling Directive.
Please ensure you submit your return via your account for all goods you wish to return to us, returns without this form will be refused. All returns should meet our returns policy as detailed below.
You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us by email and quoting the order number supplied to you. Your refund will be paid within 30 days of the goods been returned. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example if goods are faulty or have an incorrect description. Some products in our store are not eligible for return, they include any items manufactured especially for you. Please also be aware that we DO NOT ACCEPT RETURNS OF FLEXIBLE FLUE LINERS (both for solid fuel and gas), PAINTED PRODUCTS and ANY BESPOKE ITEMS as these have been made and cut to specific customer requirements.
Returned items must be in a saleable and unused condition, and in the original packaging. Any items returned to us after the seven-day cooling-off period will encounter a restocking charge of up to 35%.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affects your legal rights, and these are not diminished in any way. If any term is held to be invalid under any applicable statute or the rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
Customers who have checked out using the "Guest" option must email firstname.lastname@example.org and obtain a return authorisation from us.