Returns

We aim to make ordering your new electric fire as easy and stress-free as possible, but we appreciate that occasionally customers may change their mind or a fire might be damaged in transit. 

The information below explains our cancellation and returns policy. If you require any further assistance, please email us at sales@electricfire.company or call us on 020 4642 9680.

14 Day cancellation period: 

Most orders can be cancelled before dispatch or within 14 days of delivery, subject to our returns conditions. Please note that sale items, custom made or special order fires cannot be returned or cancelled (unless production has not commenced).

Cancelling an order:

To cancel an order please contact us as soon as possible with your order number by emailing sales@electricfire.company.

Returning an order:

If you want to return an order, you will need to notify us within 14 days of delivery by emailing sales@electricfire.company stating your order number and the reason for your return. Please do not return an item without informing us first.

Condition of returned goods:

Any returned items must be undamaged, unused and unfitted, complete with all the original undamaged packaging and any associated accessories.

Cost of returns:

The return delivery costs are normally the responsibility of the customer unless the goods are faulty or supplied incorrectly. We strongly recommend using an insured and trackable delivery service when returning goods.

Refunds:

You have the right to receive a refund within 14 days of cancellation. We will process your refund as soon as your item has been returned to our warehouse and checked over by our team.

Should you have any queries on the above information, please contact us at sales@electricfire.company or call us on 020 4642 9680.