Following huge demand for multifuel and wood burning stoves our regular stocks are now very low. Most manufacturers have long production times on new orders resulting in a delay in delivery. Because of this, orders for stoves not in stock can not be guaranteed delivery before Christmas. If you are interested in a particular model, please call our sales office on 01745 582300 to enquire about availability. Stock will be allocated on a first come first served basis. Click here for approximate delivery times for none stock items.

Returns

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.com and should be accompanied on return with the form at the bottom of this page. 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. 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 cost for return transport of a stove is £70.00
The standard cost for return transport of smaller items will be £10.00
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.

Click here to print our returns form

Phone lines open Mon to Fri 9:00 am to 5:00 pm, Sat 9:00 am to 1:00 pm

Returns - Speak to the experts at firesonline.co.uk