Please note this policy is not applicable for bespoke, made-to-order or customised items which are non-returnable.
Right to Cancel
We aim to provide our customers with the highest quality and service. Some of our products are both heavy and fragile and need careful handling until installed.
If you’re not entirely satisfied with your order, you have the right to cancel the contract within 14 days of your item(s) being delivered. The cancellation period ends 14 days after you, or a third party other than the designated carrier, take possession of the goods.
Request a Return
If you wish to exercise your right to cancel, you must notify us in writing via email at info@fireandfrost.co.uk with your request to cancel the contract within 14 days of your item being delivered. You must tell us whether you want to exchange the goods or whether you want a refund.
You must notify us before returning your goods so we can advise the correct address where your items need to be sent. We will refuse delivery of any goods returned to us without our written email consent. When your request to cancel the contract is accepted by us, we will email you with instructions on how to return the goods.
Condition of Goods
We cannot accept the return of products which are damaged after delivery. You must confirm that the goods are in their original packaging, unused, in full resaleable condition and that we are able to inspect the goods before signing for them.
The goods must be returned unused, in fully resaleable condition with their original packaging intact. The goods we sell often have delicate components and can also be heavy. Therefore they must be carefully repacked in accordance with how they were received, including any inner linings and protective packaging. If the goods are not returned in the outlined return condition set out in this policy, we will deduct an unsaleable item fee of 40% of your order total (excluding shipping costs) from your refund total.
Returning The Goods
Items returned to us must be sent by a tracked courier delivery service, and you will be responsible for the cost of returning the goods to us. It is your responsibility to ensure that any courier shipment back to us is fully insured to the value of the goods (retail price) as you will be fully liable for any damages that occur during transit or if the order is lost in transit.
Within ten days of receiving the returned goods we will inspect the goods and if their condition is in line with the terms of this policy we will issue a refund including, original delivery costs but excluding any return delivery costs, via your original payment method. We are unable to refund payments to another method or an alternative card.
Damaged or Faulty Items
We advise you carefully open and inspect the goods before accepting the delivery to ensure there are no issues. If the goods are damaged, have parts missing, or are faulty you must report this to us within 48 hours of delivery so we can make things right.
To avoid delays, please include your order number, name, postcode, and a description along with photos of the fault. This should be sent to info@fireandfrost.co.uk. If we receive no correspondence within 48 hours of delivery it is assumed you have inspected and confirmed that the goods are intact and in fully working order, with no faults or damages.
