30 Day Return Policy
While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realise the product you ordered wasn't exactly what you were hoping for.
That's why we offer a 30 Day Return Policy.
If you decide you want to return an item for any reason within 30 days* after receipt of your order, please email us at hello@flamecrafters.co.uk with your order number and we will provide detailed instructions on how to process the return.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Upon receiving and inspecting your returned item(s) at our warehouse(s), we will promptly send you an email notification confirming the processing of your return payment. While the timeframe for this process can extend up to 30 days* due to various factors, we are committed to ensuring a swift and efficient turnaround.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution centre in "Like New" and "Un-Used" condition.
"Like new" and "un-used" refer to the condition of a product that closely resembles its original state when it was first purchased and has not been used or experienced any wear. The item should exhibit no signs of use, damage, or wear, and it should include all original packaging, tags, and accessories. This condition ensures that the product is suitable for resale without any impairment to its appearance or functionality.
If items are returned with visual signs of wear, or have any issues due to use will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at hello@flamecrafters.co.uk with your order number and we will assist you. We want to make this as simple of a process as possible for you.
*Note: 30 Days are for all products with the exception of Marble fireplaces. Marble Fireplaces are based on 7days from day of delivery. We will arrange collection of the fireplace for you with our specialist team to ensure no damages.
Important – Check Your Product Before Installation
If your product is being built into a media wall, recessed into a wall, tiled around, plastered around, connected into permanent cabinetry or otherwise incorporated into a finished installation, please fully unpack, inspect and test the product before any permanent installation work is completed.
Please check the product's condition, dimensions, operation, flame effect, lighting, controls and overall appearance. If anything appears incorrect, damaged, faulty, or you are unhappy with any aspect of the product, please stop installation and contact us at hello@flamecrafters.co.uk before proceeding.
This is particularly important for built-in electric fires and media wall fires. Once a product has been boarded, plastered, tiled or otherwise permanently enclosed, removal and replacement can become considerably more difficult and may involve additional building or finishing work.
Checking and operating the product before permanent installation gives us the opportunity to investigate and resolve any concerns before surrounding works are completed.
This guidance does not affect your statutory rights where goods are faulty, damaged or not as described.
Damages On Delivery
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to hello@flamecrafters.co.uk the day of delivery, photos are crucial in helping us deal with this with the courier.
Flamecrafters.co.uk will pay for shipping of defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
We request that all deliveries are unpacked and inspected promptly after receipt, and that any visible damage or issues with condition are reported to us within 48 hours wherever possible. Products intended for permanent or built-in installation must also be fully inspected and tested before installation work is completed.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
Cancellations received before shipment will receive a full refund.
Refunds can take anywhere between 14-21 working days depending on payment method used. We will do our upmost to return funds prior to this, however in many cases, funds can be held in payment processing and is out of our control.
Orders cancelled after items have shipped will follow our 30 Day Return policy and will be subject to return shipping costs.
Other Return Policy Notes:
- If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information.
- Products that are specified as certified pre-owned or used are ineligible for a return
- FlameCrafters.co.uk only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.