Returning A Product
Our Refund Policy
Please note that you are not entitled to a refund if you simply change your mind or if the goods are not faulty.
If goods are faulty, we will offer you a repair, replacement, partial or full refund, depending on the circumstances and how long you have had the goods.
Please keep your receipt – it is the best proof of purchase if you have a problem. If you do notice a problem, please let us know as quickly as possible.
5 Henley Grove
Cancellation of orders
1. As a consumer under the distance selling regulations you have the right to cancel this agreement within 7 days for whatever reason (with the exclusion of point 2 below), although you must provide us with such notice in writing. Please note that you will be responsible for the costs of returning the goods to us unless the item was sent to you in error or the item is faulty. The 7 day period starts from the day after you receive the goods, although goods do not have to be returned within this 7 day period. We will refund you within 30 days on return of the goods. If you do not return the goods within 30 days at your own expense we will levy a charge equal to the cost involved with us attending your premises to collect the goods and we will deduct this from any refund owing to you. However the goods supplied must be kept in good condition and unused as the customer has a duty of care in law concerning the goods during the cancellation period. You should return the goods with their original packaging with a view to minimising the possibility of transit damage. For your protection, we recommend that you use a recorded delivery service with insurance. You should also be aware that once we begin the delivery or collection service, you will not be able to cancel any contract you have with us for services carried out by us for you.
2. The right to cancel does not apply to goods that are personalised or made to a consumer’s specification otherwise known as ‘Bespoke’ goods. Where this applies to goods on our website this will be made clear in the notes section of each product or by way of notification in writing or both.
3. All refunds will be made in pounds sterling (GB) to the sum paid at the initial point of sale. The Company will not accept any liability for any differences / changes that may occur in currency between the time of the initial purchase and time of a refund being made.
Please note if you decide within the 7 day cooling off period that you simply do not wish to retain the goods or wish to exchange the goods, then the goods should be returned insured via recorded delivery to us in an undamaged and unused condition with their original packaging and with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged. Please also retain proof of insurance, if you have chosen to insure the goods, and proof of posting as we will not accept any liability for goods lost or damaged in transit back to us. You must also email us in advance of any return and to obtain a returns number. We will not accept any goods being returned without a valid returns number clearly marked on the outside of the packaging and they will be refused on arrival. If on receipt of authorised returned goods we find the packaging, goods or that parts are missing, then we are entitled to make a charge for damaged or missing parts which may affect the amount that we refund to you. Goods must be returned to us within 14 days from receipt of a Returns number, failure to do so will be acknowledged that goods have been accepted and the return is no longer required.
What To Do If You Have a Complaint
We want our customers to be happy. If the goods you have bought from us are faulty or you have not received the best standard of customer care from us, we want to hear from you.
If you have a query or problem, please contact Trevor Best using the details below:
5 Henley Grove
With a 1 YEAR guarantee from Flamerite Fires Limited, Electric Fires NI guarantees your electric fire or suite for one year, from the date of purchase, against manufacturing and material defects, including parts and labour, subject to the conditions of guarantee.