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Love it or Return it Guarantee

At Fireplace World we want to make sure that you get the fireplace that's perfect for you. We understand that it can be hard to choose, and sometimes things just look different when you get them into your house.

That's why we offer a free 30-day, no quibble return guarantee which means that if you're not completely satisfied with your order, you can exchange it for any other product or simply return it for a full refund.
 


Easy as 1, 2, 3...

Organising a return or exchange is really straight forward. Simply follow the steps below:

1. Contact our customer support team by email via: customer.support@fireplaceworld.co.uk


2. In the subject box please quote your order reference number (if you do not have this alternatively quote your delivery postal code) and advise whether you would          like to exchange your product for a different item or return for a full refund.*
 

3. Sit back and wait for your item to be collected and refunded, or exchanged for your new choice!

 


Terms and Conditions

  • In order to return your product to us, you must notify us within thirty (30) days from the day your order is delivered. We are unable to arrange exchanges or refunds outside of this period.

  • Goods must be returned in saleable condition, be free from damage and in their original packaging.

  • If you choose to exchange your item for one that is more expensive, you will be required to pay the difference before the exchange is arranged.

  • If you choose to exchange your item for one that is less expensive, we will raise a refund for the difference which will be processed within fourteen (14) days and according to our refund policy.

  • If you choose to return your item for a refund, once the goods have been received by us, your refund will be processed within fourteen (14) days and according to our refund policy. If the collection address is based in Scotland or Wales you will need to print your returns label, alternatively we can post this to you.
 
  • We do not arrange collections of any products that is considered an accessory which are located within our accessories section which are unsuitable. Any customer who wishes to return any of these goods under this guarantee are required to source their own courier at their own cost once the return has been agreed by us.

If your order is damaged you must contact us via the same process stated above and within thirty (30) days of your delivery date. You must also provide us with photos via email of the damaged item and/or packaging, failure to do so could delay in having a replacement or refund processed.