Returns & Refund Policy
Effective Date: 01/01/2024
We take great pride in the quality and craftsmanship of our fireplaces. If for any reason you are not fully satisfied with your purchase, this Returns & Refund Policy explains your rights and responsibilities regarding returning products.
1. 14-Day Return Period
Customers may request a return within 14 days of receiving their product. The 14-day period begins on the day the product is delivered and signed for.
To initiate a return, customers must contact our Customer Support team on pour email or telephone us within this timeframe.
2. Condition of Returned Products
To qualify for a return:
- The product must be unused, uninstalled, and in original condition.
- The product must be returned with all original packaging, inserts, manuals, and accessories.
- The product must be suitable for resale as new.
3. Exclusions — Physical Damage at Delivery
Once the customer has received the product and signed for its delivery, it is deemed to have arrived in satisfactory physical condition.
Any physical damage discovered after the signed delivery confirmation will not be covered under this returns policy.
Customers are strongly advised to carefully inspect all items before signing for the delivery. If any visible damage or defects are present at the time of delivery, customers must refuse delivery or clearly note the damage on the delivery receipt and notify us immediately.
4. Return Process
If a return is approved:
- We will issue a Return Merchandise Authorization (RMA) number.
- The customer must return the product within 14 days of RMA issuance.
- Returns must be sent to the address provided with the RMA documentation.
Products returned without an RMA will not be accepted.
5. Return Shipping Costs
Unless the return is due to a confirmed manufacturing fault (reported prior to delivery acceptance), the customer is responsible for:
- Return shipping costs, and
- Ensuring the product is securely packaged to prevent transit damage.
We strongly recommend using a tracked and insured courier service.
6. Inspection & Refunds
Once the returned product is received, our team will inspect it to ensure it meets the eligibility criteria. A refund will only be processed if:
- The product is in unused, undamaged, and resalable condition.
- All original packaging and accessories are included.
If approved, a refund will be issued to the original payment method within 14 business days.
Deductions may apply, including but not limited to:
- Restocking fees (if applicable).
- Costs required to restore packaging or product to resalable condition.
If the item is returned damaged, used, or altered, the refund may be refused.
7. Non-Refundable Items
The following are not eligible for return:
- Products showing signs of installation or use.
- Products damaged after delivery acceptance.
- Clearance or final-sale items.
8. Faulty or Defective Products
If a manufacturing defect is identified upon delivery — before signing for the goods, customers must:
- Refuse the delivery or note the defect on the delivery confirmation;
- Contact us immediately with photos and details.
We will then arrange a replacement or repair at no additional cost.
Faults discovered after installation may fall under warranty terms rather than this returns policy.
9. Contact Information
For any return enquiries or support, please contact:
Email or Telephone – Customer Support
Stone Fireplace Manufacturer in Cambridgeshire
