Refund policy

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, returns and refund policies. If you require any further assistance, please email sales@electricfire.company.

Cancelling an Order

Most orders can be cancelled before dispatch, except bespoke or special order fires, which cannot be cancelled unless production has not commenced.

If you want to cancel an order, please email sales@electricfire.company with your order number.

Returning an Order

We have a 14-day returns policy, which means you have 14 days after receiving your delivery to request a return. This does not apply to bespoke, special order or sale items.

To be eligible for a return your item must be returned in the same condition that you received it in. Unused and unfitted, with its original packaging and any associated accessories.

To start a return, please email us at sales@electricfire.company with your order number and the reason for your return. If your return is accepted, we will issue a returns number and the address of our warehouse.

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.

Once we’ve received and inspected your return, we will let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Damaged Items

Please inspect the delivery carefully for any visible signs of damage before signing for it. If you find any damage, please write “damaged” on the delivery note, take an image with your phone if possible, and then contact us as soon as possible. We will then arrange a replacement item.

14 Day Cooling-off Period

Notwithstanding the above you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and unfitted, with its original packaging and any associated accessories.

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