Return & Refund Policy
Last updated: July 2026
At Friendly EcoFireplaces, we want you to be completely satisfied with your purchase. If you change your mind, you may return your order in accordance with the policy below.
14-Day Returns
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods.
To exercise your right to cancel, please contact us by email at friendlyecofireplaces@gmail.com before returning your item.
Conditions for Returns
To be eligible for a refund, the item must:
- Be returned within 14 days of notifying us of your cancellation.
- Be unused and in the same condition as received.
- Be returned in its original packaging with all accessories and documentation.
- Be securely packaged to prevent damage during transport.
You may inspect the product as you would in a retail store. However, if the item has been used beyond what is necessary to establish its nature, characteristics or function, we may reduce your refund to reflect any loss in value.
Return Shipping Costs
Unless the item is faulty, damaged, or sent in error, the customer is responsible for the cost of returning the goods.
For your protection, we recommend using a tracked and insured delivery service. The returned goods remain your responsibility until they are received by us.
Damaged or Faulty Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
We will arrange an appropriate solution as quickly as possible, including a replacement, repair, or full refund where applicable.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been returned, whichever occurs first.
Original delivery charges will be refunded where required by UK consumer law. Return postage costs for change-of-mind returns are not refundable.
Non-Returnable Items
We cannot accept returns for:
- Products damaged through misuse, neglect, or improper installation.
- Products showing signs of excessive use.
- Items not returned in their original condition.
- Products made to the customer’s specification or personalised items.
- Bioethanol fuel or any sealed consumable products that have been opened after delivery.
These exclusions do not affect your statutory rights.
How to Return an Item
Before returning any goods, please contact us at:
Email: info@friendlyecofireplaces.co.uk
Please include:
- Your order number
- Your full name
- The reason for the return
We will provide you with return instructions.
Contact Us
Friendly EcoFireplaces
Email: info@friendlyecofireplaces.co.uk
Phone: +44 7704 412246