Warranty

All products sold by Halcyon Fireplaces are brand new and supplied by Halcyon Fireplaces as an authorised retail partner of KRATKI.

Eligible products are supplied with the applicable KRATKI manufacturer warranty, subject to the manufacturer’s official warranty terms and any product-specific exclusions.

KRATKI provides:

• A 5-year manufacturer warranty covering the proper functioning of the fireplace or stove from the date of purchase.
• A 1-year manufacturer warranty covering fireplace grates and seals.

The manufacturer warranty does not cover heat-resistant ceramics, including fireplace glass, except where otherwise stated in the applicable warranty terms.

To maintain the validity of the manufacturer warranty, the appliance must be installed, operated and maintained in accordance with the manufacturer’s instructions and all applicable UK building, ventilation and chimney regulations.

Halcyon Fireplaces will assist customers with valid warranty claims and, where appropriate, liaise with KRATKI on the customer’s behalf.

The manufacturer warranty is provided in addition to, and does not affect, your statutory rights under UK consumer law.

Returns and Refunds

At Halcyon Fireplaces, we want you to be satisfied with your purchase. Due to the size, weight and specialist nature of fireplaces, returns must be handled carefully.

To request a return, please contact us within 30 days of delivery.

For online consumer orders, your statutory cancellation rights include the right to notify us that you wish to cancel within 14 days of receiving the goods. You then have a further 14 days to return the goods.

Returned items must be kept in good condition and, where reasonably possible, returned with their original packaging, pallet and protective materials.

Fireplaces that have been installed, connected, used or damaged after delivery may not be eligible for a change-of-mind return. This does not affect your rights where goods are faulty, damaged on arrival, incorrectly supplied or not as described.

Halcyon Fireplaces can arrange collection from your property at a pre-agreed date. The cost of collecting a non-faulty change-of-mind return will be confirmed before collection and may be deducted from the refund where permitted by law.

No collection charge or restocking charge will apply where goods are faulty, damaged on arrival, incorrectly supplied or not as described.

Where returned goods show handling beyond what would reasonably be permitted when examining them in a shop, we may make a lawful deduction for any reduction in value.

Refunds

Refunds will be processed after the returned goods have been received or collected and inspected.

Refunds will be made to the original payment method.

Where the statutory cancellation right applies, refunds will be issued within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been returned.

Where applicable, the original standard delivery charge will also be refunded. Additional charges paid for an enhanced or expedited delivery service are not refundable beyond the cost of standard delivery.

Banks and card providers may take additional time to display the refunded amount.

Important Notes

Fireplaces are heavy and are often delivered on pallets. For safety and to reduce the risk of damage, we recommend using the collection service arranged by Halcyon Fireplaces.

Any collection cost or deduction will be explained clearly before the return is completed.

Nothing in this policy limits or excludes your statutory rights.

FREE standard UK delivery is available on orders over £300. Orders below £300 are charged £10.

Most fireplaces are delivered on a pallet using a kerbside delivery service. The driver will unload the order to the nearest safe and accessible point outside the property but cannot move the fireplace inside.

Most orders are dispatched within 3–5 working days unless a different lead time is shown on the product page. Deliveries are normally made Monday to Friday between 9:00am and 5:00pm.

Please make sure there is suitable vehicle access and that someone is available to accept the delivery. Additional charges may apply for missed deliveries, unsuitable access or late changes to delivery arrangements.

Smaller items and accessories may be sent separately by Royal Mail, Parcelforce or another suitable courier.

For full delivery terms, access requirements and important information, please visit:

https://flamehub.co.uk/delivery-information/

Nothing in this information affects your statutory consumer rights.