Returns & Exchanges


In the rare event that an item arrives faulty or damaged please contact our Customer Service department on 01522 246780 or during normal working hours (Monday – Friday 9am – 5pm).


If you receive your fireplace and are not completely happy with it you can return it within 7 days, however we will try our very best to try and offer you an alternative exchange as we want you to be 100% happy.

Returns at point of Delivery

If for any reason your fireplace order isn't suitable when it arrives in your home, our drivers will take it away free of charge as long as you inform them before they leave. A full refund will be given less cost of the delivery fee charged at the time of purchase. If for any reason a delivery fee was not charged, the usual delivery fee for your area will be calculated and applied.

Returns after delivery

If for any other reason you are unhappy with any item, please return the item(s) along with a completed returns form within 14 days of receiving the goods. Providing the item(s) are still in a completely saleable condition and in their original packaging, we will issue a full refund.

  • Unless they are faulty.
  • Refunds will be issued to the card which was used to place the order once we have received the item(s) back in our warehouse.
  • The cost of returning goods is your responsibility and the item(s) are your responsibility until they arrive at the warehouse.
  • If you are unable to return the goods to us we can arrange a collection which typically starts at £150.
  • Items which are returned which were purchased with a promotional offer or discount will be refunded less the value of the discount.

For the full details of our returns, refunds & exchanges please see our terms and conditions