Returns & refunds

MATERIALS

*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.

You can return other items within 30 days of purchase.

Please contact us for returns labels (returns without these labels will not be accepted). We send these to you via the post. Please add one label to each separate item (one address label and one "Stovefitter's RETURN" label).
 
Please use a signed-for service (e.g. Post Office signed for service).

Please note that items will be inspected once they arrive with us. If damaged then a refund cannot be given. We strongly suggest that twin wall, especially "lengths" of flue pipe", are heavily wrapped with bubble wrap or similar.

Even better put these items on a pallet, secure with pallet-wrap or cling-film and contact us for a "pallet collection" price.

Contact details at top of website.

STOVES

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.

 

STOVES DAMAGED BY OUR COURIERS

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 7 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.

 

MISSING ITEMS

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.