Returns & Replacement Information
How it works
In an ideal world every customer would love the item that they’ve just purchased, but we live in the real world and we know that sometimes there are going to be situations where the item you’ve ordered and had delivered isn’t suitable for your requirements. In the unlikely event that you’re not 100% satisfied with your purchase and you want to return the goods we are pleased to offer all customers a 14 Day No Quibble Refund giving you peace of mind when you’re buying something off the internet. This will give you 14 working days in which to decide to keep the goods or return it to us for a refund.
This meets our legal obligations to our customers under the European Directive of long distance selling. These regulations state that a person who has ordered a product on-line, over the phone or via a catalogue has the unconditional right to cancel order within 14 working days of delivery without having to give us a reason. The 14 days starts from the day of delivery. To cancel your order you need to notify us, this can be either by phone, e-mail or letter. We recommend e-mail as it keeps a record of your cancellation.
If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price of the goods. Please note however that it is the buyer that is responsible for any carriage costs incurred. This cost is usually between £25 - £140 depending on where you are and what the item is.
Electric Fire (when sent by parcel delivery): £25 - £40
Gas Fire (when sent via parcel delivery): £25 - £40
Fireplaces (plus hearths, large gas and electric fires that are sent on a pallet and other more delicate items): £90 - £140
More remote postcodes (AB, IV, DD, PH) can cost more. Please contact us if you need confirmation before ordering.
This is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
If you wish you can arrange to return the items yourself.
Your refund will be processed within 14 days of us receiving the goods back. However it is usually done within the same working week. All goods must be returned to us in their original packaging and in a good and unused condition for a full refund to be processed.
Unfortunately we will not be able to process a full refund unless the goods are: Packed in their original packaging and in a resalable condition. Returned with a completed returns form, this will be e-mailed for you to complete and must be attached to the outside of the packing in a sealed envelope. If the goods aren't returned in a resalable condition then we reserve the right to deduct an amount from your refund to return the item to a saleable condition.
Thank You. Direct Fireplaces Returns Team.