Refund and Returns
1. Overview
All purchases from fireplace‑tiles.com are subject to this Returns & Refunds Policy. By placing an order, you agree to these terms.
2. Your Statutory Rights
Your legal rights under UK consumer law are not affected. If goods are faulty, or wrongly supplied, you are entitled to a replacement or refund.
3. Order Cancellations
- Orders can be cancelled before dispatch only.
- Contact us immediately at sales@c20fireplaces.co.uk
- Once dispatched, cancellations are no longer accepted; returns must follow the returns procedure.
4. Change of Mind Returns
We only accept returns for change of mind within 7 days of delivery, subject to:
- Items being unused, in original packaging, and in resalable condition.
- Buyer covering return postage.
- A 20% restocking fee will apply to cover handling and processing.
5. Faulty, Damaged, or Incorrect Goods
If tiles arrive:
- Faulty,
- Damaged in transit
we will:
- Replace the items, or
- Issue a full refund (including original shipping)
upon verification.
Process:
- Contact us within 7 days of delivery.
- Include your order number and photos of the issue.
- We will issue return instructions.
6. Refund Timing
- Refunds are processed after inspection and approval.
- Confirmation email will be sent once the refund is initiated.
8. Delivery Charges
- Non refundable for change of mind returns.
- Fully refundable for faulty, damaged.
9. Exceptions
No returns or refunds are accepted for:
- Custom made or bespoke orders.
- Tiles cut to customer specifications.
- Items returned damaged, used, or without original packaging.
10. Contact
Email: sales@c20fireplaces.co.uk