We are very happy to refund items when appropriate but as usual we must have a few rules to ensure a smooth purchasing experience.
Any unused or undamaged item (*except chimney liner) can be returned to us within 28 days of purchase (postage at your expense). You will organise your own courier (Post Office fine for many items). Items should be packaged in original packaging. Used or damaged items will not be refunded (we sign for them at our end as "damaged" and inform you). Please notify us if you wish to return an item and we will provide full details of the process. *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.
STOVES: Stoves must be signed for. The driver is obliged to allow you opportunity to open and check the package for any damage which may have occurred during transit, or for any missing items. As soon as you sign the delivery documents as received in good condition, the insurance ceases – signing as ‘unchecked’ is not acceptable. If there is any damage to the stove do not sign for the delivery (if you do then we cannot assist you to gain any replacement or refund) – ask the driver to take it away and contact us immediately. If it is just the glass which is broken, accept the delivery, but make a note on the driver’s documents – contact us within two working days of the date of delivery so we can quickly dispatch replacement glass. IF YOU SIGN FOR A STOVE YOU ARE SIGNING TO SAY THAT, AT THE TIME OF DELIVERY, THE STOVE IS UNDAMAGED AND YOU WILL NOT BE ABLE TO CLAIM FOR DAMAGE FROM STOVE FITTER'S WAREHOUSE (glass breakage aside).
MATERIALS: If other materials are damaged please feel free to accept or reject (sometimes it is easier to accept the order rather than reject it due to one item being damaged). We will replace damaged items up to a maximum of £300 even if you have signed for them (stoves excluded). We will require photographs of damaged items in order to replace (via 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). We must be notified of any damaged items within two working days of the date delivered for a refund to be provided.