Legal

Returns & Refunds

Last updated 5 August 2026. This policy sets out your rights when buying from , trading as , and sits alongside your statutory rights rather than replacing them.

1. The short version

If you order online as a consumer, you have 14 days from receiving your appliance to change your mind, and a further 14 days to send it back. If something arrives faulty, damaged or not as described, you have 30 days to reject it for a full refund. Bespoke and made-to-order items are treated differently, and installation work already carried out is charged for.

2. Cancelling because you changed your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance or off-premises contract within 14 days without giving a reason. The period ends 14 days after the day you, or someone you name, take physical possession of the goods. Where an order is delivered in separate consignments, it ends 14 days after the last item arrives.

To cancel, tell us clearly before the period ends: email or telephone . You may use the model cancellation form below, but you do not have to. Sending the goods back without telling us first delays the refund, because we cannot always identify who returned them.

3. Sending the goods back

Return the appliance within 14 days of telling us you are cancelling. You are responsible for the cost of return unless the goods are faulty, damaged or were not what you ordered.

• Stoves and fires are heavy. Keep the original pallet, crate and packaging until the cancellation period has passed.
• We can arrange a palletised collection and quote the cost before booking it. You may also use your own carrier.
• Until the goods reach us, they remain your responsibility. Insure the return and keep proof of postage or collection.

4. Your refund

We refund within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them, whichever is earlier. If no goods were supplied, we refund within 14 days of you telling us you are cancelling.

Refunds go to the payment method used for the order, in the currency you paid in. We refund the standard delivery charge; if you chose a faster or timed delivery, we refund the standard rate and you bear the difference.

5. Deductions for handling

You may handle the appliance as you would in a showroom. If its value is reduced by handling beyond that, we may deduct the loss from your refund. For stoves and fires that typically means an appliance that has been lit, connected to a flue, commissioned, cut into, or whose paint has been cured, glass scratched, firebricks chipped or rope seals damaged.

6. Goods and services the cancellation right does not cover

• Appliances made to your specification or clearly personalised, including special enamel colours, non-standard dimensions and cut-to-length flue components.
• Services fully performed with your express agreement before the cancellation period ended, where you acknowledged you would lose the right to cancel.

Where you asked us to begin installation or commissioning during the 14-day period and then cancel, you pay a proportionate amount for the work carried out up to the point you told us.

7. Faulty, damaged or misdescribed goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days: you may reject the goods and receive a full refund, including delivery and return costs.
• Between 30 days and six months: you may ask for a repair or replacement. If that fails or is impossible, you may keep the goods and ask for a price reduction, or reject them for a refund which may be reduced to reflect your use of them.
• After six months: the same remedies remain available, but you may need to show the fault was present when the goods were delivered.

You have six years from delivery to bring a claim in England, Wales and Northern Ireland, and five years in Scotland. This does not mean the appliance is guaranteed for that period.

8. Damage in transit

Check the pallet before the driver leaves. Sign as damaged if the packaging is torn, crushed or opened, and tell us within 48 hours with photographs of the packaging and the appliance. We replace or refund transit-damaged goods at our cost.

9. Warranty and parts that wear

Manufacturer warranties are offered in addition to your legal rights and never in place of them. Warranties generally exclude parts that wear in normal use, including glass, rope seals, firebricks, baffle plates, grates and paint finish, and exclude damage caused by burning unsuitable fuel, overfiring, or an incorrect flue.

10. Installation

Solid fuel appliances must be installed by a HETAS registered installer or signed off by building control, and gas appliances by a Gas Safe registered engineer. Damage caused by incorrect installation, an unlined or undersized flue, or by an appliance being modified is not a manufacturing fault and is not covered by the warranty.

11. How to start a return

1. Email with your order number, the model, and whether you are cancelling or reporting a fault.
2. For faults, attach photographs and, where relevant, the commissioning record and installer registration number.
3. We confirm the return address, arrange collection if you want us to, and quote any cost.
4. We inspect on arrival and refund or replace within the timescales above.

12. Complaints

If you are unhappy with how a return has been handled, write to us at or email . We acknowledge complaints within five working days and aim to resolve them within 28 days. Nothing in this policy affects your right to take a dispute further.