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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. Call our office, and we will deduct this off 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, less the delivery charge or £50 if the order was for a surround. 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. 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 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 have been built to your specifications.
What is your refund policy on items delivered outside mainland UK?
Any item can be returned to us within seven days for a full refund. We will collect 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.