Cancellations and returns

For standard goods bought online, you can tell us you wish to cancel within 14 days after delivery, without giving a reason. You then have 14 days to return them. Email Admin@EcoFlamesLiving.co.uk with your order details, or write to Eco Flames Living, 24 Lissimore Drive, Tipton, DY4 7SX, United Kingdom.

You may inspect goods as you would in a shop. Handling beyond what is necessary may reduce a refund to reflect diminished value. Faulty, misdescribed goods and your statutory rights are treated separately.

Refunds

Refunds are made using the original payment method within 14 days of receiving returned goods or evidence of return, whichever is earlier. When cancelling a complete order, standard outbound delivery is refunded; any upgrade above standard delivery is not.

Return arrangements

Contact us before returning anything so we can confirm the return destination and suitable transport. Large or heavy fireplaces may need a specialist carrier. Responsibility for change-of-mind return costs must be disclosed before purchase; where it has not been, we bear those costs as required by law. We bear reasonable return costs for faulty or misdescribed goods. Do not send fuel through an ordinary parcel service without confirming that the carrier accepts it.

Exceptions

The cancellation right may not apply where a statutory exception applies, including goods made to a customer’s specification or clearly personalised. Any applicable exception will be made clear before purchase. This does not affect rights relating to faulty or misdescribed goods.

These terms do not restrict your statutory rights. Any manufacturer warranty is additional to those rights.

Standard cancellation form

To: Eco Flames Living, 24 Lissimore Drive, Tipton, DY4 7SX, United Kingdom; Admin@EcoFlamesLiving.co.uk
I give notice that I cancel my order for: [goods].
Order number: [number]. Ordered/received on: [date].
Name: [name]. Address: [address]. Date: [date].
Signature (only if sent on paper): [signature].