Here to Help
What warranties do the products carry?
All our Fire Surrounds carry a fully comprehensive twelve-month warranty.
What if the product is damaged on delivery?
We check all items before they leave the factory and take great care to transport them safely. We have very rarely damaged goods in transit, however, sometimes it can happen. Therefore all products have to be checked and signed for by the customer on delivery. If the customer isn't available to check and sign off the delivery, then this can be done by our delivery team at the customer's request. Any damages MUST be reported to the driver, and the necessary actions will be taken to replace the damaged goods as soon as possible, this may take up to 2 weeks depending on our delivery schedules. If you are not entirely satisfied with our ability to redeliver, we will refund your money
What if I change my mind after delivery?
We want you to be entirely satisfied with your fire surround, and it will be everything that you expected. However, if you do decide to return the items to us then please see below.
You have 7 days to inform us by email or post. It is the customer's responsibility to return the items to us in a resalable condition. Any attempt to fit or install the items will make them unsalable and therefore not eligible for return. Items can be returned to us in one of the following ways.
- At the point of delivery: This is the most cost-effective way to return an item to us. We will refund all your money. The return delivery cost will be £25 - £100 (depending on location and surround purchased). We do not make any money on this return charge. Call our office, and we will deduct this from the money credited back to your account. We will take the item and immediately return it to our factory. If we have delivered to a postcode starting with PA29, PA28, PA23, SA, TR & TW, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV51, IV52, IV53, IV54, IV55, IV56, KW or any non-mainland address then this option is not available, and the customer will have to arrange to return the products in a saleable condition.
- You can return the items yourself, and once the products have been inspected for damage and found to be in the same condition, they were delivered in, all your money will be refunded, for surrounds less £25 - £100 (depending on surround), for fires or other items, less £25. If they are damaged, then we will not be able to refund your money. We do not advise this method of return.
- We will collect the items, there is a minimum £50 charge, and depending on your location this may be more (up to £150 depending on location and the surround purchased). We will advise you of the cost and will take payment over the phone. Any delivery costs we have incurred or charged at the point of sale will not be refunded. We will inspect items at the point of collection, and we will ensure their safe return. We would advise that if you haven't rejected the items at the point of delivery, then this is the method that you use. The collection will usually be 14 days from delivery but may be up to 30 days. It is the customer's responsibility to ensure the safe condition of all items while in their possession.
What is your refund policy on Made to Measure items?
These items are made specially to order so, please be sure that you are completely happy with the sizes and colours before ordering. We do not offer any refunds on bespoke items as they are made specifically to the customer's requirements, and it is not possible for us to resell them. We can not refund the cost of a Made to Measure fire Surround within 7 days of your delivery date as it will have already been built to your specifications.
What is your refund policy on items delivered outside the mainland UK?
Any item can be returned to us within seven days for a full refund. We will collect it from the haulage firm or port that we delivered to, but it is the customer's responsibility to get it there. We check all the goods when we drop them off to check for damage and will only leave them at the haulage firm if we are entirely satisfied with their condition. Any damage that may incur in transit with the haulage company is between you and them. Likewise, we will check the surround when we collect from the port and any damage to the surround will be the customer's liability, and the customer will have to take this up with the haulage firm.
What is your refund policy on items with marks, blemishes or damage?
It is very unusual for our surrounds to have any damage as we deliver everything ourselves, but of course, it can happen.
We ask that the surround is checked at the point of delivery and the driver will wait whilst you do this. If marks, scratches or bumps are found then we will take the surround away and redeliver it two weeks later (when we are next in your area). With some surrounds and ALL made to measure surrounds (that aren't checked at the point of delivery), we may collect the damaged surround on our next trip to your area (generally two weeks) and redeliver it back two weeks later. We will not use couriers to get it back to you earlier as we have found previously that by using couriers it is very likely that your replacement will be damaged when you receive it. If you can't, or don't want to check the surround at the point of delivery, we ask that you check it within 24 hours and inform us of any problems. We can not accept notifications of damage after 24 hours (unless informed beforehand that you will not be able to check it until later). This is simply because it is not possible to verify by whom and when the damage occurred. If damage is reported after 24 hours we will do our utmost to help resolve the problem but there will be costs incurred to the customer.
Not all marks are faults!
Due to the inherent qualities of natural materials such as hardwood Oak veneers, Solid Oak and Solid Pine surrounds, it is common for surrounds to encompass characteristics such as knots, blemishes, medullary rays, pith flecks and small splits. These natural occurrences are not faults in the product but are features found in wood and only enhance the beauty and personality of the product. Our policy is not to restock or exchange any product where these natural occurrences are present.