Order with confidence. If something isn't right, here's exactly how returns work.

Your right to cancel

As a consumer you may cancel your order within 14 days of receiving your product, without giving a reason. After telling us, you have a further 14 days to return it.

How to start a return

Contact us first at sales@bioethanolfireplace.uk with your full name and order number. We'll send you clear return instructions.

Condition of returned items

To qualify for a refund, the product must be in its original condition as far as reasonably possible, undamaged, and complete with all accessories and, where possible, its original packaging. Please handle the product and packaging with care.

Inspection and use (loss of value)

You may handle the product only as far as necessary to establish its nature and how it works, as you would in a shop. A bio-ethanol fireplace that has been put into use (filled with fuel or lit) cannot be resold as new. If a returned product shows use beyond inspection, or is incomplete or damaged, we may deduct an amount reflecting the loss in value from your refund, or decline the return.

Exceptions (no right to cancel)

The right to cancel does not apply to:

• products that are custom-made or made to your specifications;
• automatic (electronic) burners once installed, filled or used;
• opened bio-ethanol fuel, which is a hazardous good excluded for safety and hygiene reasons.

This follows UK consumer law, which exempts bespoke or made-to-order goods and certain sealed goods from the standard cancellation right.

Return shipping

You arrange and pay for the return, with a carrier of your choice, unless we agree otherwise. Please use a tracked and insured service that covers at least the order value, and keep proof of postage. If the item was delivered on a pallet by freight, it must be returned the same way. You are responsible for the goods until we receive them; pack them securely, as you are liable for damage caused by inadequate return packaging.

Refunds

Once we've received and checked the product, we refund the purchase price (less any deduction for loss of value) using your original payment method, within 14 days of receiving the goods back or of your proof of return, whichever is sooner.

Your statutory rights

None of the above affects your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund. We provide a 2-year warranty against manufacturing defects on all products.

Model cancellation form

(Complete and return only if you wish to cancel.)

To: Wild Flame, sales@bioethanolfireplace.uk. I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________
Ordered on / received on: ____________
Name: ____________, Address: ____________, Order number: ____________
Date: ____________