Returns & Refunds.

If you purchase goods online, by telephone or through another qualifying distance-selling method, you generally have the right to cancel within 14 days after receiving the goods.

To exercise this right, you must clearly notify us before the cancellation period expires. You can do this by email or through our contact form.

After notifying us, the goods must normally be returned or made available for collection without unnecessary delay and within 14 days.

You do not need to provide a reason for cancelling an eligible distance order.

Unless the goods are faulty, damaged, incorrectly supplied or not as described, returned fireplaces should:

• Be unused and uninstalled.
• Be clean and dry.
• Include manuals, accessories and protective materials.
• Include the original packaging and pallet wherever reasonably possible.
• Be safely packaged and accessible for collection.

You may inspect the goods in a similar way to how you could inspect them in a retail showroom.

Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may make a reasonable deduction to reflect any reduction in value.

Due to the size and weight of many fireplaces, returns are normally collected using our approved transport partners.

For unwanted goods returned under your cancellation rights, you may be responsible for the direct cost of return or collection where this was explained before purchase.

Any collection charge will be confirmed before the collection is arranged.

No return or collection charge will apply where the goods are confirmed to be faulty, damaged, incorrectly supplied or not as described.

Where you validly cancel an eligible distance order, we will refund the standard outbound delivery charge paid for that order.

If you selected a more expensive delivery service than our standard option, we are not required to refund the additional cost above the standard delivery amount.

At our discretion, we may accept returns of non-faulty goods after the statutory cancellation period has expired.

Where a discretionary return is accepted, a restocking charge of up to 20% may apply to cover reasonable handling, inspection, transport and processing costs.

Any charges will be explained and agreed before the return is authorised.

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if the goods appear damaged, faulty, defective, incomplete, incorrectly supplied or not as described.

We may request photographs of the product, packaging, pallet, labels or visible damage to help us investigate.

Where goods are confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with UK consumer law.

Depending on the circumstances, this may include:

• Repair
• Replacement
• Collection
• Refund
• Price reduction

No collection charge will apply where the goods are confirmed to fall into one of these categories.

Refunds will normally be issued using the original payment method.

For cancelled distance orders, refunds will be made within the applicable legal deadline. We may withhold the refund until we have received the goods back or you have supplied evidence that they have been returned, whichever occurs first.

Once a refund is issued, your bank or payment provider may take additional time to credit the funds to your account.

Where permitted by law, a refund may be reduced to reflect:

• Handling beyond what was reasonably necessary to inspect the goods.
• Missing parts, accessories or documentation.
• Damage caused after delivery.
• A reduction in resale value caused by installation or excessive handling.

Installing, modifying, connecting, firing or otherwise using a fireplace may reduce its value and may affect whether it can be returned as an unwanted item.

This does not remove your rights where the goods are faulty, not as described or not of satisfactory quality.

We recommend checking all dimensions, specifications, flue requirements and installation details before installation begins.

Certain bespoke or personalised products may be excluded from the standard right to cancel where permitted by law.

Any relevant restriction will be explained before the order is completed.

These exclusions do not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.

Nothing in this policy affects your statutory consumer rights.

Customers purchasing from Flame Hub continue to benefit from the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and all other applicable UK consumer protection legislation.

The manufacturer's warranty is separate from, and additional to, your statutory rights.