DELIVERY & RETURNS INFORMATION

Returns Information

Refunds and Returns policy

You are entitled to return your order up to 14 consecutive days after receipt (with the exception of flexible flue liners and bespoke items as they have been made and cut to your requirements).

All goods returned must be returned in their original condition and accompanied by a returns form on the packaging so we can identify where and whom the goods are from. Without this information we will not be able to deal with your returned goods and your credit could be delayed.

We will refund, credit, or replace unwanted items within 14 days of their return.

Delivery charges are non-refundable (postage is only refunded in the unlikely circumstance that your items are faulty or incorrect when delivered).

The cost of returning the goods is the customers responsibility, therefore we recommend that you return the parcel by recorded delivery and keep a copy of the tracking number in case your parcel is lost. We are not responsible for goods lost by the delivery services used in the returns process.

Please be advised items sold as part of a pack/kit are non-refundable. We regret to inform you that refunds cannot be procssed for single items within a pack/kit purchase.

Returns form

You have the right to return your order within 14 days of receipt, except for flexible flue liners, stove rope, stove glass, and bespoke items, which are custom-made to your specifications.

All returned goods must include a returns form attached to the packaging to ensure we can identify the sender. Without this information, we will be unable to process your return, and your credit may be delayed.

Delivery charges are non-refundable, except in cases where the items delivered are faulty or incorrect.

Customers are responsible for the cost of returning goods. We recommend using recorded delivery and keeping the tracking number as proof, in case the parcel is lost during transit. We are not liable for items lost by delivery services during the return process.

Faulty and Incorrect Goods

If the goods you ordered arrive incorrectly or damaged, please note “not checked” on the delivery slip with the courier and, if possible, refuse the delivery. Alternatively, contact our sales team at 01902 393901 or email sales@flueextra.co.uk to request a returns form. If you discover that the product is damaged after unwrapping, please take a photo and contact our sales team. Please note, special orders and bespoke items are non-refundable.

No returns will be accepted without our official returns form.

Delivery charges will be refunded only in cases of faulty or incorrect goods.

For further assistance, please contact our sales team at 01902 393901 or email sales@flueextra.co.uk. We are available Monday to Friday, 9am to 5pm.