Call our sales team on:0161 654 1610
FREE mainland UK delivery*
on each and every order


  • OVER 17 YEARS trusted
    selling fires & fireplaces online
  • FREE mainland UK delivery*
    on each and every order
  • Our 14 DAYS returns policy
    as standard on all orders
  • 0% FINANCE available
    on a wide range of products
  • Manufacturer's WARRANTY
    on all products as standard

Returns Information

We understand that from time to time some of our customers may change their mind or simply not be pleased with their chosen products once delivered and/or installed. The following details should hopefully help with the process of returning your order, in this instance. Please feel free to contact us should you have any further queries.

Can I cancel my order?

Yes, you can cancel an order, either before it has been dispatched to you or within 14 days of receiving the item(s).

How can I contact you?

The quickest and easiest way to get in touch is to call our customer service team on 0161 654 1616. Lines should be staffed between 9.00 and 5.30pm, Monday to Friday. At all other times, or if no one can take your call, please send us an email and we'll reply as soon as we can.

How should I return my cancelled order?

Using any post/courier service you can send back your order to our warehouse, but we cannot be held accountable for any costs that may incur with the re-delivery.

What condition do the items have to be in?

All items must be returned in their original packaging, unused. Items that have been damaged in your possession cannot be accepted.

What if my item is a special order or customised?

Any items that have been customized or personalised cannot be refunded or cancelled at any stage.

What do I do if an item is faulty or damaged?

It is important to check all items as soon as they arrive at your doorstep and report any faults within 24 hours of receipt to our customer service team.

How should I return any faulty items?

In the unlikely event of your item arriving damaged, we will arrange a convenient day for collection and re-deliver a replacement.

What if an item develops a fault during the guarantee period?

We suggest contacting us first, as different manufacturers have varying policies, and we'll contact them on your behalf before advising further.

Cancelling orders

If you want to cancel an order for one reason or another, you can do this at any point before or up to 14 days after receiving the item. The best method to contact us is using phone or email, in order to get an immediate response. If you wish to cancel an order in writing, please take into account any delay that may incur during delivery as we cannot accept cancellations after 14 days of receipt.

Returning orders

After cancelling your order, you must ensure that the goods are returned in their original packaging, unused and in a condition to be re-sold. Any costs incurred during re-delivery will not be refunded and are the customer's responsibility. If the item(s) is subject to any damage during its return journey we cannot accept the item and it will be delivered back to the customer without a refund.

Faulty items

All orders must be checked upon delivery for any faults or damage. If found, contact a member of our customer service team within 24 hours of receiving the item. You will be given the option of either havings the items picked up or be asked to send the item back to us. If you are asked to send the item yourself, please ensure that the receipt of delivery is included so that we may refund the full cost. Upon their return items will be tested by manufacturers. If no fault is found the refund will be void and delivery costs will be charged to the delivery address and the item will be returned to the customer.

Warranty and guarantees

All of our products come with at least 12 months manufacturer's guarantee and can often extend to anything up to 5 years. Extended guarantees are all subject to annual service and maintenance. If you encounter any faults during the specified guarantee period we suggest contacting our customer services first. Policies can vary between manufacturers meaning that the process they carry out to deal with these issues can differ. We will either contact the manufacturer on your behalf or pass their contact details on to you depending on the manufacturer's preference.