Returns & Refunds

CANCELLATION, RETURNS AND REFUND POLICY

Sincerely, we do hope you will be satisfied with all you have bought from us. However, if you are for some reason unhappy with your Products, you can return them to us either in accordance with the terms set out below or as otherwise in accordance with your legal rights.

If you are returning the Products to us because they are faulty or mis-described, we will refund: the price of the Product in full; any applicable delivery charges; and any reasonable costs you incur in returning the item to us (other than any costs incurred by you in returning the Products to us in person). As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 9 or any of the other general Terms of Sale set out below.

9.1 Sincerely, we do hope you will be satisfied with all you have bought from us. However, if you are for some reason unhappy with your Products, you can return them to us either in accordance with the terms set out below or as otherwise in accordance with your legal rights.

9.2 Subject to clause 9.8 you can cancel your order by notifying us in writing at anytime from placing the Order up to the expiry of 14 working days starting the day after the date the Goods are delivered.

9.3 Should you cancel your Order in accordance with the provisions of clauses 9.6 once it has been delivered, we will collect such Goods.

9.4 We will charge a collection cost for the Goods that we collect under the provisions of clause 9.3 above.The collection cost will depend on the nature of the Goods and where and when it is to be collected from.This cost will be notified to you in advance.In any event the Goods will remain your responsibility until we collect the Goods.You should also be aware of the following obligation:

Any collection will be from the delivery address unless we agree otherwise, and we will agree with you a suitable day for collection.If you are not going to be available for collection yourself, you must notify us in advance of a nominated adult who will be present for the collection.You must ensure that on the day of collection the access to the Goods is clear and free from obstruction.If you or a nominated adult are not available or the access is not clear and free of obstruction then we will not collect the Goods.Should windows or doors need to be removed to allow access, it is your responsibility to arrange this at your own cost and your own risk.We do not accept any responsibility for damage to your property during collection other than damage due to our negligence when our liability is limited to the repair of that damage with no element of betterment,

You have a statutory duty to take reasonable care of the Goods.If you breach this duty we have a right of action against you.If any original packaging has been left with you please return the Goods with the original packaging.If the original packaging is not available, then please ensure any items to be returned are packaged in a suitable and sufficient manner so as to ensure that there is no risk of damage in transit;

9.5 In the event that you do not comply with the above obligations, we may require payment from you of all costs reasonably incurred by us which may include but is not limited to wasted collection journeys or the cost of any Goods which you have damaged or lost

9.6 If you wish to return the Goods to us:

(a)because you have cancelled the Contract between us in accordance with the provisions of clause 9.2, we will process the refund due to you as soon as possible. In such cases, we will refund the price of the product in full, and any applicable delivery charges, although for the avoidance of doubt we shall be entitled to offset and retain any collection charges we may incur in collecting the Goods.

(b)for any other reason (for instance, because you consider the Goods are faulty), we will discuss the issue with yourselves and, if necessary examine the returned Goods. Should we agree the Goods are faulty we would reserve the right to discuss with you whether it would be more appropriate to repair the Goods in question.Should we agree with you that the Goods should be returned and you should obtain a refund, we will notify you of your refund via e-mail within a reasonable period of time.We will process the refund due to you as soon as possible after we have confirmed to you via e-mail that you are entitled to a refund.We will refund the price of the Goods in full, any applicable delivery charges and not charge you any collection charge for collecting the Goods from you.

9.7 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

9.8 The provisions of clause 9.2 will not apply to any Goods which:

(a)you have bought either online or by telephone which you have previously viewed at one of our stores;

(b)are bespoke and handmade to your specification.Please note that all of our Goods are bespoke and handmade to your specification unless they are clearly identified as stock items.To reiterate, please be aware that for Goods that are bespoke and handmade to your specification you will not have a right to cancel the Goods, or return the Goods once delivered unless the Goods are faulty so please carefully consider your decision to place your Order before doing so;

(c)any Goods which cannot by their nature be disassembled once they have been partially assembled (such as flat pack coffee tables).

Electric fires – All the electric fires that we supply are supplied with a standard UK plug. Any modification of the power cable and/or plug will be deemed to have voided the warranty returns and refunds will not be permitted on any item that has been modified in this way.

Gas fires – All gas fires that we supply must be installed by a Gas Safe registered engineer. We accept no responsibility or liability for the failure or fault of any gas fire that has not been installed by a Gas Safe registered engineer.

We also accept no responsibility or liability for any damages or injuries caused to property or persons in any capacity during the installation by a third party of any product we have supplied.

We will refund you through the same payment method used by you to pay for your goods.

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