In simple terms, if you aren’t happy contact us and we promise to do our very best to sort it out for you.
If 30 days have gone by since your purchase was delivered, unfortunately we may not be able to offer you a refund or exchange.
CLICK & COLLECT
If you have ordered a product from our website and have come to the store to collect it, then the following applies. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Certain orders cannot be returned such as custom-made log stores.
To complete your return, we’ll need to confirm you made the purchase
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
A 15% restocking fee may apply if your stove or product was ordered specially and is not part of our normal stock.
Refunds (if applicable)
Once your return is received and inspected, we will contact you confirm approval or rejection of your refund.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We will replace items if they are defective or damaged. If the item isn’t performing as expected, we will also do our very best to offer an alternative.Offer
Sale Offers (If applicable)
Any offer is not to be used in conjunction with any other offer, including where we “price-match” an item or offer a discount off a manufacturer’s RRP.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We will refund or replace your firewood with no quibbles if you are not happy with it, even if you have used some of it and find something wrong with the logs. We will collect the unwanted logs from your location.
We will sort out any problems if you have had a stove installed by us. If your stove isn’t working as expected we will take responsibility to work with the supplier to resolve the problem to your satisfaction.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
We aim to keep our website up to date with any changes in features and specifications. However, our suppliers may make product changes without letting us know in advance. We reserve the right to notify you of any such changes at the time of sale.
Frequent Fires Club Prize Draw
In order to participate in the quarterly prize draw to win a cubic metre of kiln-dried ash logs, you need to send us a photo or video and be signed up to the Frequent Fires Club email newsletter. We would expect to share your pics on Facebook, Twitter and Pinterest as well as in an email announcing the winner (this can be anonymous, it’s just the photo that is shared) so make sure you are OK with that and let us know if you want to remain anonymous. A winner is selected at random from the photos we receive.