Returns & Refunds


We apply a restocking fee of 0% on pre-arranged returns that arrive back at our warehouse completely undamaged following permission to send goods back. Bear in mind that twin wall flue pipe, if not on a pallet, is very easily damaged. Or you can choose, within the app, not to return any part of your order for any reason other than "incorrect part supplied" or "damage" for an EXTRA 10% discount over and above the norm. Our design app should negate the need for flue returns and it is usual that any unused items can be held, as stock, by installers to be used on another job at a later date. 


All stoves must be signed for. If there is any noticeable damage to the stove do not sign for the delivery  – ask the driver to take it away and contact us immediately. If it is just the glass which is broken, accept the delivery, but make a note on the driver’s documents – contact us within two working days of delivery so we can quickly dispatch new glass. We will replace any stove damaged in transit even if signed for as long as notified within two working days of delivery.


If an item arrives to you damaged, please sign for as ‘damaged’ with the delivery driver on receipt. If you sign the item as ‘unchecked’ it will not be accepted by the delivery company. Photographic evidence of the damage will be gratefully received and can lead to the replacement process being shortened. We ask that any damages are reported to us within two working days of delivery. Damages reported after 48 hours will be directed to the Managing Director for a decision to be made based on the individual circumstances.