Returns & Refunds Policy

At FI Fires, we aim to ensure complete satisfaction with your purchase. However, we understand that there may be occasions when you need to return or cancel an order. Please review the information below regarding our returns and refunds process.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2014, individuals (not businesses) are entitled to a 14-day cooling-off period starting the day after delivery. During this time, you may cancel your order for any reason.

2. How to Cancel an Order

If you wish to cancel your order, you must notify us in writing by email at info@fifires.co.uk (quoting your order number) or by post. Cancellations sent to any other email address may not be processed. You can cancel your order anytime from placing it up to 14 working days after the delivery date.

3. Returning Goods

If you decide to return your goods, you must inform us within 14 days of receiving the items. After notifying us, you have an additional 16 days to return the items. Please ensure that all items are returned in their original condition, unmarked, unused, and in saleable condition, with all original packaging and accessories included. The cost of returning the goods is your responsibility. We recommend retaining the original packaging to ensure the safe return of the products.

4. Refund Process

Once your returned items are received and inspected, we will issue a refund within 14 days. In most cases, refunds are processed within 7 days of receiving the returned goods in satisfactory condition. Refunds will be issued to the original payment method.

5. Conditions for Returns

• Items must not have been fitted, installed, or used in any way and must remain free from blemishes or marks.
• All spare parts and painted appliances are non-returnable and non-refundable, as these are custom or bespoke orders.
• Items must be returned in their original, saleable condition.

6. Restocking Fee

We reserve the right to charge a restocking fee for any goods returned. This fee will be based on the cost of returning the goods to our suppliers and will be deducted from the refund amount.

7. Faulty or Damaged Goods

If you receive goods that are damaged or faulty, please contact us immediately at info@fifires.co.uk. We will arrange a replacement or refund, as appropriate, once the faulty goods are returned to us.

8. Order Cancellation by FI Fires

We reserve the right to cancel any order if a product becomes unavailable or if there is a pricing error. In such cases, you will be notified, and a full refund will be processed promptly.