Returns and Cancellations

Our Returns and Cancellation Policy

We pride ourselves on the quality of our products, but we know that sometimes things change. If you do decide to return your order, depending on the product you have ordered*  you can cancel up to 14 days after placing the order and receive a full refund.

*All Flamerite Fires are made to order and are therefore only covered by a 24-hour cancellation policy.  The 24 hours starts from the time of placing the order.

Before being able to return your product, please contact our Customer Service team and they’ll supply you with all the relevant details to be able to return your products.

Any returned goods must be complete, in the original packaging, and in “as new” condition – as per their arrival. Please ensure any goods being returned are packaged adequately to keep them safe on their journey, as any items returned that are damaged or not packaged correctly will not be accepted back into stock.

If you have surplus products you wish to return, please contact our Customer Service team who will be able to assist you.

Please note – There may be a restocking fee for returning such items.

 

Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense, but don’t worry our Customer Service team will help you arrange the collection and return.

All products which are special orders, made to your specifications  (such as the Flamerite fires) are not eligible for return unless they are faulty.

Any issues with faulty products must be reported to our Customer Service team within 48 hours of receiving your delivery.  Should a manufacturing fault be found, we will make all the necessary arrangements to have the goods replaced.

We’re here to help! 

If you need any help, please contact our Customer Service team who have many years’ experience and are available to help and advise on your purchase.  If they can’t immediately help you, they will find a team member who can.

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