Order with confidence. If something is not right, or you simply change your mind, here is exactly how returns and refunds work. Nothing here removes your statutory rights as a consumer.
Changed your mind?
You have 14 days from the day your fireplace arrives to let us know you would like to return it, for any reason. During that time, please handle the product with care and only unpack it as far as you need to in order to decide whether to keep it.
How to return an item
- Email us at sales@bioethanolfireplace.uk within 14 days of delivery, quoting your order number, and tell us you would like to return your order.
- We will send you clear return instructions.
- Send the product back within 14 days of telling us, in its original packaging, unused and unmounted, with all accessories included.
- Please keep your proof of postage until your refund has been processed.
Who pays for return postage
For a change-of-mind return, the cost of return postage is yours. If the item is faulty or was sent in error, we cover it in full.
Your refund
Once we have received the product back, or you have given us clear proof that it has been returned in full, we refund what you paid as soon as possible and no later than 14 days, to your original payment method.
Custom and made-to-measure orders
Pieces made to your specification are built to order, so once production has begun they cannot be returned or cancelled. We always make this clear before you order.
Faulty or damaged on arrival
Please check your order on delivery. If anything is faulty, damaged or incorrect, contact us in writing within 14 days and we will put it right by repair, replacement or refund. Every product is also covered by a 2-year warranty, with spare parts available for our own ranges.
Need a hand?
We are real people and happy to help before and after you buy.
- Email: sales@bioethanolfireplace.uk
- Phone or WhatsApp: +31 6 15046490 (Monday to Sunday, 9am to 10pm)