Refund policy
Ordering, cancelling and returning products
4.1. Orders: We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
4.2. Any cancellations by the Customer after paying a deposit will result in the deposit being non-refundable in the case of made to order or special order items, for example stoves in colours which are not in stock. For other items an e-stocking charge of £100 will apply to stoves and accessories.
4.3. We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order.
4.4. For items being delivered to you, when your product is shipped from our warehouse we will send you a despatch confirmation email
4.5. Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in and received confirmation of cancellation prior to despatch
4.6. For most products sent directly from our warehouse, your credit/debit card will be charged when your order is placed.
4.7. Non-acceptance of an order may be a result of the product being unavailable, our inability to obtain authorisation for your payment or an error in pricing or product description. In which case we will refund you, but please note it can take up to 5 days for the bank to transfer the funds to you.
4.8. You are entitled to cancel your contract provided that you exercise your right no longer than 14 days after the day on which you receive the goods, for the avoidance of doubt this applies to items ordered through the Website only.
4.9. Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification (e.g. non-standard colours) or special order. This doesn't affect your statutory rights if goods are faulty or not as described.
4.10. To exercise you right of cancellation you are obliged to retain possession of the goods and take reasonable care of them.
4.11. To exercise the right to cancel, you must inform us of your decision to cancel by email, info@firefly-london.com or call 020 8425 0821
4.12. If you decide to cancel, you should return the goods to us at your cost within 30 days of such cancellation and we will reimburse to you the amount in relation to goods to which cancellation rights apply. This excludes the cost of delivery
4.13. Goods must be in the original condition, including all original packaging and label in good condition and not used
4.14. Products which cannot be returned:
- Those received over 30 days ago
- Products opened of unsealed
- Products without original packaging
- Products or packaging in poor condition
- Products registered with the manufacturer
- Special order items, e.g. stoves in a non-stock colour, hearths or surrounds which are to a non-standard size
