.png)
SHIPPING & RETURNS
Shipping Policy
All prices on our website are inclusive of delivery charges to most UK Mainland addresses. Delivery is free for most UK Mainland addresses. AM/PM and Saturday deliveries are optional and will also incur additional charges. These can be obtained upon application.
We reserve the right to refuse the supply of goods at our discretion ordered by you to be delivered to any particular postcodes which incur extra charges.
​
You will be informed of your estimated delivery time once the order is confirmed. Delivery of Firez items will normally be made within 5-7 working days from clearance of payment and delivery will be through a courier. Flamerite fires can take 7-14 days, delivered straight from the manufacturer. Some fires can take up to 28 days for delivery if the manufacturer are out of stock. Special orders or goods made to a customer's specification can take up to 28 working days.
We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes outside our control. Any dates we specify for the delivery of the goods are approximate only and we shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
If we or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 14 days for dispatch of the goods. For delays of more than 14 days, you will have the right to cancel the order and we will refund any money paid by you for the goods.
Please note free delivery is a one man service. Please make provision to assist the delivery driver when ordering large products or if you live in a flat where there are stairs involved to deliver to your premises. Two man delivery is available on request but will incur extra charges, please call for details. We strongly recommend that you do not book fitters for your appliances until you have received and inspected your goods.
As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver goods to the address on the order and goods will not be left without a signature. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery. Please note if you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the carrier tried to deliver the goods to you. The carrier shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for an additional delivery charge caused by these events in the re-delivery of the goods for a second time.
Return Policy
You are entitled to withdraw from this contract within 14 days from delivery of the goods for a full credit or refund less any applicable delivery charges. The goods must be unopened and 'as new' in their original box and packaging including all manuals and accessories. You must notify us within 14 days from date of delivery and we will issue you with a Returns Authorisation Number. Returns Authorisation Number will be valid for 14 days and it will be your responsibility to return the goods to us insured via recorded delivery at your own cost and risk. Please also retain proof of insurance and posting as we will not accept any liability for goods lost or damaged in transit back to us. We will not accept any goods being returned without a valid Returns Authorisation Number clearly marked on the outside of the packaging as they will be refused on arrival.
When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods and packaging are in the condition that we sent them to you. If we receive an item that either is not in the condition we sent it or has missing components we shall charge you a further fee to cover the cost of these items.
Please note it is your responsibility to ensure that the goods you order are specified to meet your intended purpose. We therefore recommend that you independently research the goods before you purchase them from us.
Please note the right to cancel does not apply to personalised goods or goods made to a consumer's specification (special orders).
Many of the manufacturers charge a restocking fee (usually 35%) upon return of the goods this restocking fee will be passed on to the customer. It is also the responsibility of the customer to ensure that the goods are returned to us via a courier service the cost of which is to be paid by the customer.
​
Faulty Products
A product is deemed to be 'dead on arrival' if it shows symptoms of hardware failure preventing basic operation upon its first use out of the box. In such instances please contact our customer support helpline within 7 days from the delivery date. You can then either return the faulty item directly yourself or we will organise a collection from your home. Upon receipt of the goods and confirmation of the fault by our technical engineers you will be offered the following options:
-
A replacement – this item will be shipped to you at our own expense.
-
A repair – the repaired item will be shipped to you at our own expense. Please note that once repaired the product is no longer eligible for replacement.
-
A full refund – provided the item has been verified faulty and is complete with all accessories in its original box and packaging. If the condition of the product or the packaging is poor then we reserve the right to impose a charge to cover re-packaging costs. Missing accessories will also be charged to you.
If the product is not deemed to be faulty by our technicians then you will be offered the following options:
-
Return of the goods – the cost of delivery and an administration fee of 15% of the price of the goods will be charged to your credit card account.
-
Refund – the invoice cost less an administration fee of 15% of the price of the goods along with any applicable delivery charges provided the product is 'as new' and complete with all accessories in its original box and packaging. If the condition of the product or the packaging is poor then we reserve the right to impose a charge to cover re-packaging costs. Missing accessories will also be charged to you.
The manufacturers guarantee will apply to all items reported to be faulty after 7 days from delivery.
This returns policy does not affect your legal rights.
Time Limitation for Notification of Claims​
​
Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 24 hours from delivery.​
​
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 24 hours from delivery.
​
​In-Correct Goods: It is your responsibility to notify us of any in-correct goods supplied within 24 hours from delivery.
​
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 2 days from the expected delivery date.If goods returned under this clause are found to be perfect and in full working order, these will be returned to you and an administration fee of 15% of the price of the goods along with the cost of carriage will be charged to your credit card account.