Returns

Here at the Fireplace Factory (Bespoke Fireplace Ltd) we hope that all our customers are always completely satisfied with their purchase. However, we know that sometimes there are occasions in which the item that has been ordered and delivered isn’t suitable for the requirements of the customer.

In the unlikely event that you are not 100% satisfied with your purchase and would like to return or exchange the goods, we offer all of our customers a 14-day period to return. The 14 days starts from the date the order is received. To cancel the order we need to be notified by email. Please note all returns are subject to a restock charge of 20% of the value of the product.  

Any damages must be reported to us via email within 7 days of delivery – if reported after this time we will be unable to assist in resolving the issue with the courier.

There are two options available in the event that a return is required.

Option 1: The buyer returns the goods back to our depot in person. The goods will be subject to inspection upon arrival at our warehouse, this inspection is carried out in the presence of the customer. A full refund is issued within 14 days if the goods are packaged in the standard in which they were delivered & the goods are in a resalable condition.

Option 2: If you would like us to collect the fire, we will charge 40% of the value of the goods to organise a collection service. It is also a requirement that the buyer sends 4 images via email of the goods;

  1. The goods in the original packaging
  2. The contents of the box outside of the packaging
  3. The goods enclosed in the packaging and sealed.
  4. Contents of the box laid out.

*Please note – for any parts of the unit that are missing or damaged upon return, the value of these will be deducted from your refund*

It is the buyers responsibility to repackage the goods to the standard at which they where delivered, and for the buyer to arrange safe return of the product to our premises. We ask that online customers are aware of this before purchasing. If there is any doubt before processing an order, please contact us and one of the team will be happy to advise. We also advise that all of our customers check measurements before purchasing.

It is the buyers responsibility to check the status of the goods upon delivery. In the event that a refund is required, it will be processed within 14 days. This is subject to the product being repackaged by the buyer and in a resalable condition.

To return a product, please email us at online@bespokefireplace.co.uk with your invoice number and reason for return, and your refund will follow if criteria is met.

Clearance items

Any items purchased within our clearance, maybe subject to slight damage or defects. We will do our upmost to ensure that these are explicitly stated on the description of the clearance product. Please note, clearance items are strictly non-refundable.

Complaints Procedure
If you would like to raise a issue or complaint, follow the below procedure and one of our customer services team will be in contact to help deal with your query.
Email sales@fireplace-factory.co.uk with your full name and contact details. Along with your query, please give as much information as possible like invoice number, date purchased and where it was purchased(i.e online/showroom).
We aim to have all queries replied to within 5 working days.