Nottinghamshire Stone Fireplace Manufacturer

Returns & Refund Policy

Effective Date: 01/01/2024

We take great pride in the quality and craftsmanship of our fireplaces. If for any reason you are not fully satisfied with your purchase, this Returns & Refund Policy explains your rights and responsibilities regarding returning products.

1. 14-Day Return Period

Customers may request a return within 14 days of receiving their product. The 14-day period begins on the day the product is delivered and signed for.

To initiate a return, customers must contact our Customer Support team on pour email or telephone us within this timeframe.

2. Condition of Returned Products

To qualify for a return:

• The product must be unused, uninstalled, and in original condition.
• The product must be returned with all original packaging, inserts, manuals, and accessories.
• The product must be suitable for resale as new.

3. Exclusions — Physical Damage at Delivery

Once the customer has received the product and signed for its delivery, it is deemed to have arrived in satisfactory physical condition.

Any physical damage discovered after the signed delivery confirmation will not be covered under this returns policy.

Customers are strongly advised to carefully inspect all items before signing for the delivery. If any visible damage or defects are present at the time of delivery, customers must refuse delivery or clearly note the damage on the delivery receipt and notify us immediately.

4. Return Process

If a return is approved:

1. We will issue a Return Merchandise Authorization (RMA) number.
2. The customer must return the product within 14 days of RMA issuance.
3. Returns must be sent to the address provided with the RMA documentation.

Products returned without an RMA will not be accepted.

5. Return Shipping Costs

Unless the return is due to a confirmed manufacturing fault (reported prior to delivery acceptance), the customer is responsible for:

• Return shipping costs, and
• Ensuring the product is securely packaged to prevent transit damage.

We strongly recommend using a tracked and insured courier service.

6. Inspection & Refunds

Once the returned product is received, our team will inspect it to ensure it meets the eligibility criteria. A refund will only be processed if:

• The product is in unused, undamaged, and resalable condition.
• All original packaging and accessories are included.

If approved, a refund will be issued to the original payment method within 14 business days.

Deductions may apply, including but not limited to:

• Restocking fees (if applicable).
• Costs required to restore packaging or product to resalable condition.

If the item is returned damaged, used, or altered, the refund may be refused.

7. Non-Refundable Items

The following are not eligible for return:

• Products showing signs of installation or use.
• Products damaged after delivery acceptance.
• Clearance or final-sale items.

8. Faulty or Defective Products

If a manufacturing defect is identified upon delivery — before signing for the goods, customers must:

1. Refuse the delivery or note the defect on the delivery confirmation;
2. Contact us immediately with photos and details.

We will then arrange a replacement or repair at no additional cost.

Faults discovered after installation may fall under warranty terms rather than this returns policy.

9. Contact Information

For any return enquiries or support, please contact:

Email or Telephone – Customer Support

Our long established and respected expertise within the industry sets us apart from the competition. We proudly offer an in-house personal service right from the initial enquiry regarding your chosen fireplace through to the white glove delivery service. All our products are handmade in the UK using local materials.

We offer and strongly recommend our own stone fireplace sealant which is non-solvent based and also non-flammable. It will not emit toxic fumes and smells into the room like other industrial sealants can. It is special formulated to provide an effective barrier to combat any spillages and is easily applied via its trigger spray bottle. It will not affect the appearance of the material once applied. Please note that it will not protect against burning/staining from spilt fuel such as coal, logs etc.

We offer our own unique designs in various standard size options that will accommodate most installations. Nothing is impossible and we are happy to discuss available options with our customers to make changes to certain specifications.

All fireplaces are available in a choice of colours; stone samples are available on request.

We highly recommend that you seek your local specialist fireplace installers to help with the fitting/installation of your fireplace. We provide a fitting guide with all our fireplaces and all are supplied with fitting brackets for safe installation. We also have stone sealants and pointing compounds available.

We offer a personal ‘white glove’ delivery service. The fireplaces are all suitably packaged individually in their component parts for transit and storage until required for installation. We also uniquely offer a specialised quality custom made crate that is foam lined if required.

All our fireplaces are individually handcrafted using selected English limestone, which is milled and then reformed using other natural materials. This specialist process then gives a finish that is consistent in colour and texture throughout, enabling us to produce intricate designs at very affordable prices.

We are always keen to work with new customers and trade outlets, please feel free to telephone or leave a message via our online contact form.

As we manufacture the fireplaces ourselves and utilise UK based suppliers it is probable that we can offer fireplaces that are ‘in stock’ and available within a relatively short delivery time. The fireplaces are delivered personally by hand and not just a crate dropped at the roadside. As we produce items to order we are proud to offer very short lead times of usually just two to three weeks.

The ingle nook chamber is the area that is recessed behind where the fire surround is to be fitted i.e. the hole in the wall. There are not any standard sizes for the ingle nook chambers, the fire surround usually cloaks over the opening of the chamber, as the outside of the fireplace itself is usually wider than the ingle nook chamber, this means that the ingle nook chamber opening can be much wider and taller than the internal opening of the fire surround itself. Please call us if you have any uncertainty regarding sizes etc.

The slips are the pieces of stone that are mostly used to reduce the fireplace opening sizes to suit (usually in three sections) they can also be used with inset fires appliances.

You can use all types of fuel with the fireplaces, they are non-combustible.