Refund policy
Please note that all Returns Policies are Brand Specific, so check the Policy in the description of the product you wish to Purchase.
Returns Policy for Flue and Ducting Ltd [Woodford stoves]
RETURNS
After you have received your delivery, we hope that you will be happy with the purchase that you have made and that it will be fit for the install as you require. However, we are aware that sometimes this may not be the case for whatever reason, it could be as simple as it is not the part you required.
Therefore, we are happy for you to return the goods if they are in the original packaging and free from any damage (re-saleable condition) within 30 days of purchase.
Upon receiving the goods back, we will inspect them for any damage. If the goods are found to be damaged, Flue & Ducting Ltd cannot take responsibility for this and a refund may be refused.
Once inspected, should Flue & Ducting Ltd find the goods to be in a re-sellable condition, we will issue a full refund (minus the cost of carriage incurred by Flue & Ducting Ltd). The refund will be processed within 30 days of receiving the goods back to us. However, this is usually done within the same working week.
We pride ourselves on our excellent customer service. However, if there is anything you think we can improve on, or you have any ideas for new products etc. please contact us with your suggestions.
We would love to hear from you!
Flue & Ducting Limited
Returns Policy for Salamander Stoves
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that it is the buyer that is responsible for any carriage costs incurred (unless the stove is not as specified or faulty, etc...). We will deduct this amount from the refund.
Transporting large, palleted goods is an expensive process and we ask that customers make themselves aware of these charges before purchasing, and make sure that they call us before processing an order if they are in any doubt that the item is suitable for their requirements.
Returns Policy for Saltfire Stoves:
- We will issue a refund or credit/replace unwanted items within 14 days of receipt.
- The flexible flue liner is non-refundable under any circumstances.
- Items that are part of a 'kit' or a complete 'package' cannot be refunded or exchanged individually.
- Notification of your intention to return an item must be made in advance.
- Returned goods must be unused and in their original packaging.
- Made-to-order items, or bespoke items such as those painted to order, are non-refundable.
- Customers are responsible for returning items to us.
- Stoves must be unmarked, in the original box, and returned on a pallet, with the stove box securely fastened to the pallet.
Returns Policy for ACR Stoves
We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to support@cinderstoves.co.uk so that we can open an insurance claim on your behalf.
Cancellations & Refunds:
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
Returns:
We accept returns and will refund for 14 days after the date of delivery, as per distance selling rules, it is your reponsibility to organise and pay for the return of the product.
Once the product is returned, inspected and accepted we will refund you within 14 days.
Please note that items must be in original unopened packaging.
Returns Policy for Mi fires
Email us at info@cinderstoves.co.uk and we'll send you a 'customer returns form' from Mi Flues.
To start a return, you can contact us at support@cinderstoves.co.uk.
Return process:
Secure the stove to the original pallet it arrived on with the original wrapping and packaging.
You will email us a photograph of the stove.
There may be extra charges for Scotland or any islands.
It is the customers responsibility to ensure there is flat ground between the pallet and the collection vehicle.
If there is not flat ground between the collection vehicle and the pallet, it is the customers responsibility to return the product.
It is the responsibility of the customer to ensure the protection of the product so that it is not damaged in transit.
Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at support@cinderstoves.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@cinderstoves.co.uk.