We understand that on rare occasions, you may need to return a product. This page tells you how and outlines our returns policy.
Cancellation of Order
Under the Distance Selling Regulations you have a right to cancel your order for any item purchased on this website at any time before the goods are despatched, or within 7 days of receiving your goods and for a full refund excluding cost of return postage, providing you take reasonable care of the goods whilst they are in your possession.
Returning Items
All notices of order cancellation or return of goods must be made in the first instance via e-mail to sales@firesonline.co.uk. A returns form will then be produced and emailed out to you. This form should be accompany any returned items. We can arrange for a collection, which will be charged at the fees outlined below or you can use your own courier, in which case, we strongly recommend that you use a tracked and insured postal/courier service. Our collection service must be used when returning any damaged or incorrect items. When returning items, please include all of the manufacturers original packaging and repackage using suitably protective materials to ensure that the items arrive with us in a saleable condition.
Costs
The standard costs for return transport from England, Wales or Scottish Mainland (Zone 1) are:
Stove is £70.00
Smaller items will be £10.00 (per parcel)
If you are located outside of the above zones, please call our office to confirm return costs.
If you wish to cancel your order at any time later than 7 days following receipt of your goods there will be a restocking charge of 10% to cover administration and packaging costs.
The full original payment amount less any charges will be refunded to you account within 30 days.
Damaged or Incorrect Items
All goods must be inspected to ensure the order is correct and no items are damaged. If you find any damaged items notify the delivery driver and sign the ticket appropriately. Please let us know about any problems immediately and we will arrange for a replacement to be sent to you. We may ask that the original item be returned to us so that we can return it to the manufacturer for inspection, in which case we would ask that you also use the form below.
