Warranty & Returns Policy

What warranty do your products carry?

All our wooden fire surrounds and mirrors carry a fully comprehensive 12-month warranty, which you can extend to 2 years free of charge: just complete the form in the email that comes with your invoice, within 30 days of delivery. Electric fires carry their own manufacturer's warranty, shown on each product page. Our warranty is in addition to your statutory rights under the Consumer Rights Act 2015, which it doesn't affect.

The warranty covers faulty workmanship but not damage caused by misuse. Surrounds that aren't fitted to the fire manufacturer's guidelines (for example, too close to the fire) aren't covered. The warranty doesn't cover replacement bulbs fitted into a fire surround.

If your surround is used with a solid fuel or HE gas fire, it must be installed following HETAS or Gas Safe guidelines, and we may ask to see the installation certificate before accepting a warranty claim. We upgrade the veneer on surrounds for solid fuel fires, but we don't make any wood product fireproof.

What if the product is damaged on delivery?

We check every item before it leaves our workshop and take great care to transport it safely. Damage in transit is very rare, but it can happen, so please check your order when it's delivered. Our driver will wait while you unwrap it. If you aren't available to check the delivery, our delivery team can do this at your request.

Please report any damage to the driver, and we'll replace the damaged goods as soon as possible. This can take up to 3 weeks depending on our delivery schedule. If you'd rather not wait for a replacement, we'll refund your money.

What if I change my mind after delivery?

We want you to be entirely satisfied with your fire surround and for it to be everything you expected. However, if you change your mind, you can cancel within 14 days of delivery. Just let us know by email, post or phone (email or post is best, so you have a record), then return the items within a further 14 days. Please don't fit or install them, and look after them until they're back with us.

We'll refund the price you paid, including the standard delivery charge if you paid one, within 14 days of getting the items back. The only deduction is the cost of returning them, as below. If the items have been used, fitted or damaged, we may reduce the refund to reflect their reduced value.

Items can be returned to us in one of the following ways:

At the point of delivery. This is the easiest and most cost-effective way to return an item. Tell our driver you don't want it and we'll take it straight back to our workshop, then refund your money less the return delivery cost of £25 to £100 (depending on your location and the surround). We don't make any money on this charge. This option isn't available for postcodes we don't deliver to (see our delivery information) or for any non-mainland address.
We collect from your original delivery address. There is a minimum £50 charge, which may be more depending on your location (up to £150, depending on location and the surround). We'll tell you the cost and take payment over the phone, then inspect the items when we collect them and make sure they get back safely. If you didn't reject the items at the point of delivery, this is the method we'd advise. Collection is usually within 14 days but may take up to 30 days.
Return the items yourself. You can send the items back to us at your own cost. Please return them insured, well packed and unused, and keep proof of postage, as they're your responsibility until they reach us. We don't advise this method for fire surrounds, as they're large and easily damaged.

If an item is faulty or not as described, it's covered by our warranty and your statutory rights instead, and we'll collect it free of charge.

What is your refund policy on made to measure items?

These items are made specially to order, so please be sure you're completely happy with the sizes and colours before ordering. Bespoke items, including made to measure surrounds, suites, mirrors and hearth and back sets, can't be cancelled or refunded if you change your mind, don't like the colour, or have made a mistake with your measurements, as they're made to your own requirements and we can't resell them. Your rights if a made to measure item is faulty aren't affected.

Made to measure items are built and finished by hand, and we work to a 1% tolerance on the sizes you ask for, so we can't accept returns of items within this tolerance. A made to measure item that's damaged on arrival, and pointed out to the driver, is replaced in the same way as any other item. See made to measure for more.

What is your refund policy on items delivered to postcodes you don't deliver to?

You can cancel within 14 days in the same way. We'll collect the items from the courier, haulage firm or port we delivered to, but it's your responsibility to get them there. We check all goods for damage when we drop them off and will only leave them with the haulage firm if we're entirely satisfied with their condition. Any damage in transit with the haulage company is between you and them, and we'll check the surround again when we collect it.

What is your policy on marks, blemishes or damage?

It's very unusual for our surrounds to arrive damaged as we deliver everything ourselves, but of course it can happen.

We ask that you check your surround at the point of delivery, and the driver will wait while you do. If any marks, scratches or knocks are found, we'll take the surround away and re-deliver it about three weeks later, when we're next in your area. For some surrounds, and all made to measure surrounds that aren't checked at the point of delivery, we may collect the damaged surround on our next trip to your area (generally three weeks) and bring it back three weeks after that. We won't use couriers to get it back to you sooner, as we've found a replacement sent by courier is very likely to arrive damaged.

If you can't check the surround while the driver is there, please check it within 24 hours and let us know of any problems. The sooner you tell us, the easier it is to show when and how any damage happened and to put it right quickly. This doesn't affect your statutory rights if your surround is faulty.

Whatever the reason for a return or exchange, we'll only collect from the original delivery address. For postcodes we don't deliver to, or any non-mainland address, this means we'll only collect from the courier we delivered to.

Not all marks are faults

Natural materials such as hardwood oak veneers, solid oak and solid pine often show characteristics such as knots, blemishes, medullary rays, pith flecks and small splits. These are not faults: they're natural features of wood that add to the beauty and personality of your surround, so we can't exchange or refund a surround because of them.

Any questions? Call us on 01422 250 723, Monday to Friday, 10am to 4pm, or see our terms and conditions.