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Returns policy

Returns and Cancellation Policy

Cancellations

You have the option to cancel any order between the time of placing it and 14 working days after delivery. All Cancellations MUST be in writing by post or by email to info@stovesaver.co.uk and quoting the order number and date ordered. All return delivery costs are to be covered by the customer and not stovesaver.co.uk. Stovesaver hold the right to refuse delivery of poorly packaged or damaged goods. Any goods found to be damaged upon return will not be refunded. 

Unwanted or Unsuitable Items

Items returned under the 14 day satisfaction guarantee: Items purchased in error, or found to be unsuitable may be returned within 14 days of delivery for a credit note , provided they are returned in 'as new' and 're-saleable' condition, complete and with original packaging. This return does not apply to special order items. You are responsible for arranging and the cost of return carriage and £25 per box or £55.00 per pallet of the original purchase price will be retained to cover the original outgoing carriage costs.Goods must not have not been installed, built up or altered in any way. Once installed, items are non returnable and fall under manufacturers warranty terms and conditions.

Special order items cannot be returned unless the item is damaged / faulty, and has not been installed.

Items Damaged on Delivery 

Goods must not have not been installed, built up or altered in any way. Once installed, items are non returnable and fall under manufacturers warranty terms and conditions.

Special order items cannot be returned unless the item is damaged / faulty, and has not been installed.

All spare parts are non- returnable and non-refundable due to being a special order.

We cannot accept return of products which are damaged after the delivery has been signed for, unless the damages are listed and the delivery company has been informed at the time of delivery by signing 'damaged'.  You need to email info@stovesaver.co.uk within 24 hours noting the extent of the damages along with a photograph which clearly shows the original packaging and the damages to the item.

When choosing a carrier to return your goods to us, YOU MUST ENSURE  that Stovesaver.co.uk are allowed to inspect the contents when we receive them. If your chosen carrier will not allow us to open the package(s) then we will refuse delivery and the goods will be returned to you on your carrier.  Stovesaver also have 48 hours from the time of signing your return to fully inspect the goods for damages and omissions.

Items must be returned in their original packaging and securely packaged along with a returns form.  No returns will be accepted without a Stovesaver returns form.  You can obtain a returns form by emailing info@stovesaver.co.uk

Items cannot be returned after 14 days from date of delivery.

Stovesaver will always aim to deliver your items in good, intended condition. However Stoves, accessories and fireplaces can be both heavy and extremely fragile, items require careful handling at all times.

Your package will not be accepted unless Stovesaver have been notified of the return and you have been issued with a returns form. 

In the event of failure or unsuitability of any item purchased the following will apply:

Items which have been installed are non- returnable unless there are manufacturing defects and faults which will be dealt with under the products warranty or as outlined below. 

Defective/ Faulty Products

 Items defective on arrival (DOA): If an item proves to be faulty on delivery or within seven days of delivery we will aim to send a replacement within two working days (if in stock) and arrange collection at our cost of the defective item.

Items defective within three months of purchase: Items faulty within ninety days of purchase will be repaired or replaced and we aim to repair or replace within seven days(if in stock), at the discretion of ourselves or the manufacturer. Replacement and repair costs does not include any installations costs or liabilities.

Items defective within warranty period: If an item proves to be faulty after ninety days but within the product warranty period, you are responsible for returning the item to us. We will aim to repair or replace at our discretion, and aim to return to you within seven days.
Items returned under the 14 day satisfaction guarantee: Items purchased in error, or found to be unsuitable may be returned within 14 days of delivery for a credit note , provided they are returned in 'as new' and 're-saleable' condition, complete and with original packaging. This return does not apply to special order items. You are responsible for the cost of return carriage and £25 per box or £55.00 per pallet of the original purchase price will be retained to cover outgoing carriage costs.
If you are unable to send any item back to us, we can collect for a nominal charge which will be quoted at the time.
For any of the above circumstances, our returns form must be completed and a returns authorisation number issued before we can proceed. A returns form can be requested by emailing info@stovesaver.co.uk
If we have collected any item which proves not be faulty, then the customer shall be liable to pay for the uplift and delivery charge.

If we have arranged any collection from a customer, and the customer is not at home at the agreed time then we will either charge a £25 journey fee (charged to us by our courier), or ask that the item be returned by the customer directly.

Once you have decided to return your item(s) you will need to contact us either by post or by email to info@stovesaver.co.uk stating the order / ref number. We will then confirm your intent to return goods. The cost of returning the item to us is your responsibility. Returned items to us must be sent by recorded/ registered delivery and properly packaged. 

Consumer Protection
In accordance with consumer protection (Distance Selling) regulations 2000, the consumer has seven working days in which to cancel the contract of sale. The goods must be unused, boxed, with all accessories, and in as new condition. Any claims for damage, and mis-shipping must be made within seven days of receipt. 

After this date, faulty goods returned within a reasonable time will be refunded or replaced as compliant with the amended Sale of Goods Act 1979. We reserve the right to charge a restocking fee of up to 25% on goods which prove to be non-defective. You are responsible for ensuring safe delivery of the returned item. In the case of a refund (when the sale has been cancelled) we will retain £25 of the purchase price to cover the initial outgoing carriage costs. Also we will charge a collection fee of £55 per box if the customer cannot return the goods themselves. These terms and conditions do not affect your statutory rights. 
All goods are sold subject to the The Sale of Goods Act 1979, the Sale and Supply of Goods Act 1994, the Unfair Contract Terms Act 1977. E&OE. and the Distance Selling Act 2000.