Refund policy

Returns & Refunds

We offer a 30-day returns policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, items must be unused, uninstalled and in the same condition as received, with all original packaging and components. Proof of purchase will also be required.

To request a return, please contact us at info@stovewarehouse.co.uk before sending any goods back.

Returns should be sent to:

Stove & Flue Warehouse
Unit 3
Springvale Trading Estate
Penistone
Sheffield
S36 6HH

Please do not return items without contacting us first.

Return postage

Unless an item is faulty, damaged, incorrect or otherwise not as described, customers are responsible for the cost of returning goods.

Where an item is faulty, damaged or supplied incorrectly, please contact us so we can arrange the appropriate resolution.

Damaged, faulty or incorrect goods

Please inspect your order as soon as possible after delivery.

If an item arrives damaged, defective, incorrect or not as described, please contact us as soon as possible with your order number and, where appropriate, photographs of the issue.

Nothing in this policy affects your statutory rights. Goods must be as described, of satisfactory quality and fit for purpose.

Items that cannot normally be returned

We may be unable to accept change-of-mind returns for:

made-to-order or bespoke products
products specially ordered to a customer’s specification
cut-to-size products
items that have been installed or used
products that have been altered after delivery
goods returned incomplete or damaged due to handling beyond what would reasonably be necessary to inspect them

Certain bespoke or customised goods may also be exempt from the statutory cooling-off right for online orders.

If you’re unsure whether an item can be returned, please contact us before arranging a return.

Online order cancellation rights

For eligible online consumer purchases, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to cancel, you should return the goods within the applicable legal return period.

These statutory cancellation rights are separate from our 30-day returns policy and are not affected by it.

Exchanges

If you would like a different item, please contact us. In most cases, the quickest option is to return the original item and place a new order once the return has been agreed.