Question 1

What should I do if I have ordered the wrong type of fire?

Accepted Answer

All of our fires, excluding ex-display sale items, are returnable for a full refund within 14 days. Return postage is at the customers expense. If the item reaches us unused and in its original packaging then we will be happy to arrange a refund or exchange for another item. Any price differences will need to be settled before your exchange can be shipped. Should you be outside of the 14 day timeframe, please contact our showroom number directly and we will advise of the restocking fee if applicable.

Question 2

My installer has tried fitting my fire and found it isn't suitable, what should I do?

Accepted Answer

Unfortunately if the item has been unboxed and installation has been attempted, then we cannot offer a refund. We advise our customers to consult a qualified and experienced installer before purchasing a fire to avoid issues such as this.

Question 3

It has been over 14 days and I wish to return my fire, what should I do?

Accepted Answer

Should your product meet our return criteria, unused and in its original packaging, please contact our team to discuss the next steps. There will be a restocking fee that is charged after 14 days of delivery. This is usually between 20-30% of the sale price and varies between brands. Return postage is at the customers expense. Should installation have been attempted, parts damaged or fixings used, we cannot offer a refund unfortunately.

FAQ's