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Refund Policy

Applies to: All purchases of bioethanol fires and related accessories made via London bioethanol fires

🧾 1. Your Right to Cancel (Change of Mind)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving the goods, for any reason.

To be eligible for a return:

  • You must notify us in writing (admin@londonbioethanolfires.com) within 14 days of delivery.

  • You must return the item(s) within 14 days of notifying us.

  • The item must be unused, uninstalled, and returned in its original condition and packaging, with all accessories, manuals, and documentation.

Exclusions:

  • Custom-made, bespoke, or personalised items are non-returnable unless faulty.

  • Used fuel or opened bottles of bioethanol are non-returnable.

Return Costs:

  • Return shipping is the responsibility of the customer unless the item is faulty or not as described.

  • We recommend using a tracked and insured courier service. We are not responsible for items lost or damaged in return transit.

⚠️ 2. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged on arrival, or not as described:

  • Contact us within 30 days of delivery with your order number and photos of the issue.

  • We will arrange for a repair, replacement, or full refund as appropriate.

  • In these cases, we will cover return shipping costs.

💳 3. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

  • Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods.

  • Deductions may apply if the item is not returned in resaleable condition or is missing parts.

📦 4. How to Return an Item

To initiate a return, please contact us at:
📧 admin@londonbioethanolfires.com

Please include your order number and reason for return.

ℹ️ Additional Notes:

  • We reserve the right to refuse refunds on items returned outside the 14-day window without prior communication.

  • Your statutory rights under the Consumer Rights Act 2015 are not affected.

Let me know if you'd like a version of this tailored with your company name, branding, or adjusted for longer return windows, restocking fees, or different return addresses.

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