Returns & Refunds
Mail order, telephone and internet sales to individuals (not businesses), are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC). This protects you by providing a 7 working day cooling off period after the product has been delivered.
As a customer you have the option to cancel any order between the time of placing it and 7 working days after delivery.
You have the right to a refund within 30 working days of cancellation. We will action the refund as soon as the goods have been returned to us in a resalable condition.
We normally pay refunds within 14 days of cancellation or the goods being returned safely (whichever is the later). You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging. 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. All spare parts are non returnable and non refundable due to being a special order. The cost of returning the item to us is your responsibility.
We will refund the amount originally paid minus any damages. Return of the goods is to be arrange by the customer, unless the stove has been damaged. In which case the damage must be reported to the shipping/delivery company, in accordance with their reporting timescales and terms, and we will arrange collection of the stove/products for recovery to us.