Returns and Refunds
When purchasing a product from the fireplace.co.uk website you can expect a high standard of customer service, before, during and after receiving your order.
This returns policy does not affect your statutory rights.
If you are contracting as a consumer, you may cancel your contract with the supplier at any time within seven days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods. You will be responsible for the cost of returning the product to the seller. If the seller collects the product from you then the seller will have the right to recover the cost of collection. If the product has been opened then the seller may deduct a restocking fee from any refund.
For the safe return of products we advise that you take out insurance to the value of the product.
For the return of faulty products or wrong items you will need to contact the merchant directly within 14 days of you receiving the product. It will need to be returned to the merchant in the same condition it was received within 30 days of you receiving it. There are no returns accepted unless you have reported a problem within 14 days of receiving the product.
For made to measure, bespoke or special order products there are no returns accepted unless the product is faulty or the seller is at fault.
It is the responsibility of the seller to contact fireplace.co.uk once the product is returned to them to authorise a refund to you. Funds will then be deposited back in your debit or credit card account and fireplace.co.uk will send you confirmation by email.
Privacy
As a responsible business fireplace.co.uk does not pass your personal information on to others, with the exception of a seller from which a product is purchased. As the number one online fireplace store in the UK, when purchasing from fireplace.co.uk you can be safe in the knowledge that your credit or debit card details are not passed to a seller, which makes it very safe and secure.
Disputes
It is important to us when purchasing a product from fireplace.co.uk that you can buy with complete confidence, however, occasionally disputes between a buyer and seller can arise.
A seller must respond within 10 days to any dispute raised by the buyer. Fireplace.co.uk may hold funds back from a sellers account if the seller does not attempt to resolve a dispute within a reasonable timescale.
If you have a dispute with the seller you must try to resolve this with the seller through the message system on the order management page of your customer control panel, you will need to be logged in to do this. It is important you use the message system to contact the merchant as all correspondence is logged by fireplace.co.uk. If you can't come to an agreement with the seller then you can raise a dispute notice with fireplace.co.uk through your customer control panel. A member of fireplace.co.uk staff will look into the dispute or claim and decide on the best way forward.
