OUR LOVE IT OR RETURN IT GUARANTEE

At Econovex Fires, we want you to find the perfect fireplace for your home. We understand that it can be difficult to choose, and sometimes things look different in person.

That’s why we offer a hassle-free 14-day return guarantee. If you’re not completely satisfied with your order, you can exchange it for another product or get a full refund.

Checking Goods and Reporting Damage:
We highly recommend checking the goods in the presence of the delivery driver. If you notice any missing parts or damage, kindly report it on the delivery note while signing the order. For palletized goods, the driver is required to wait for up to 15 minutes to allow you to unpack and inspect the items. Signing for the goods as “unchecked” is not acceptable. In case the driver refuses to wait, please mark the goods as damaged on the delivery note to ensure coverage for any eventualities. If any damage is found after checking the goods, please mark the delivery note as damaged and refuse the delivery. Immediately contact our Econovex Fires team to report the damage and arrange for a refund or replacement.

Responsibility for Receiving and Moving Goods:
Our delivery driver will use appropriate lifting equipment to safely remove the stove or fireplace from the delivery vehicle. Once the item is placed within the grounds of your property, the delivery is considered complete. However, please note that the driver cannot move the goods across gravel, unfinished drives, narrow openings, or up steps. It is the customer’s responsibility to arrange suitable means to move the goods to their desired location, whether inside the house, garage, or any other covered area.

We have kept our returns simple

Returning or exchanging your product is simple. Just follow these steps:

Email our customer support team at [email protected]

In the subject line, include your order reference number or delivery postal code. Let us know if you want to exchange your item or get a refund.*

Sit back and relax. We’ll arrange for your item to be collected and refund or exchange it for your new choice.

Terms and Conditions of Returns

• You must notify us within 14 days of delivery if you want to return your product. Exchanges or refunds cannot be processed after this period.

• Please return the goods in their original packaging, undamaged, and in saleable condition.

• If you choose to exchange for a more expensive item, you must pay the price difference.

• If you choose to exchange for a cheaper item, we’ll refund the difference within 14 days.

• If you’re returning for a refund, your refund will be processed within 14 days.

• For customers in Scotland or Wales, please print your returns label.

No Restocking Fee:
We want your return experience to be hassle-free. There are no restocking fees for any returns initiated within the specified 14-day return window.

Return Shipping Fee:

Return shipping fees are the responsibility of the customer.

Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately. We will work with you to resolve the issue promptly and provide you with options for replacement or refund.

Refund Process:
Once your return is received and inspected, we will send you an email notification confirming the receipt of your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your payment provider’s policies.