Returns & Exchanges

At Electric-Fireplace.co.uk we wish that our customers are satisfied with their purchased products. However, if you unexpectedly wish to return an item, that is certainly possible.

We will ask you to follow the process below. This will ensure that returned goods and complaints will be handled most optimally for both you and us.

1. Fill in the Form

Fill in the return form. In the comment field, please enter whether it is an exchange, complaint, or another issue that is the cause of the returned goods.

Damaged Product upon Arrival

Contact customer service as soon as possible and no later than 48 hours after receiving the item.

If you do not contact our customer support about freight damage within the above-mentioned timespan, Electric-Fireplace.co.uk is in no way obligated to refund and/or replace the damaged product.

Important Note for Returns

Upon return, it is the customers responsibility for the risk of the goods' accidental treatment or deterioration during the return transport. Electric-Fireplace is under no obligation to reimburse any additional costs associated with the consumer having explicitly chosen a different and more expensive method of delivery than the standard delivery provided by Electric-Fireplace. You, as a customer, have full responsibility for the returned goods until they are physically returned to Electric-Fireplace. Therefore, always get a track and trace number for the package, so it can be traced.