*As is the norm with chimney-liner manufacturers, chimney liner CANNOT be returned as this is a customised cut-to-length item direct from manufacturer on your behalf.
If you wish to return a stove please contact us within 14 days of purchase. We will arrange the collection of your stove.
Please note that it is the buyer that is responsible for any carriage costs incurred.
This cost is usually between £60 - £120 depending on where you are and what the item is.
This is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
If you wish you can arrange to return the items yourself.
Delivery: There will only be one driver who will unload a pallet from the lorry via a flat and smooth surface to a flat and smooth surface. Drivers will not enter your house. Drivers have the goods on a pallet truck (max. 2" clearance from ground) which DOES NOT traverse gravel or steps or grass or tight corners.
Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.
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If goods are damaged please feel free to accept or reject at the time of delivery (sometimes it is easier to accept the order rather than reject it due to one item of many being damaged). We will replace damaged items even if you have signed for them as long as we are notified within 7Â days of purchase. We will require photographs of damaged items in order to replace (via Live Chat/Whatsapp/email is fine). We may ask to collect damaged items, or ask you to return damaged items to us (in the latter case we will refund your reasonable postage costs).
Delivery: There will only be one driver who will unload a pallet from the lorry via a flat and smooth surface to a flat and smooth surface. Drivers will not enter your house. Drivers have the goods on a pallet truck (max. 2" clearance from ground) which DOES NOT traverse gravel or steps or grass or tight corners.
Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.
Please keep the pallet and wrapping until you know you are happy with the goods (if goods need to be returned to us we can send webbing straps to assist).
We must be notified of any damaged items within 7 days of the date delivered for a refund to be provided.
Please contact us if your stove is to be returned.
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If goods are missing from your delivery you have 72 hours to let us know about this. If informed within the timeframe we can open an investigation.
