Returns, Faulty Goods & Refunds

Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected, or is faulty. Your statutory rights are not affected by this guidance.

What do I do if an item is faulty when it's delivered?

Please call us immediately on Freephone 0800 230 0212 where a member of our Customer Support Team will be able to help you.

By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.

Where you're withdrawing from your purchase within the seven working day cooling-off period, and there's been no error on our part, we'll refund the cost of the item however, where we collect an item from you, we reserve the right to recover the costs of collection from you.

How will I be refunded if I return my item within 14 days?

Where you are withdrawing from your purchase between seven and 14 days and there's been no error on our part, we'll refund only the cost of the item. We won't refund the cost of delivery or other services provided to you in connection with your purchase.

To return an item you need to:

Return the item using our Returns Form - click here for a Returns form, which must be completed and enclosed within the package to ensure that we know it is you who has returned the goods to us.

Please note the following steps that we take regarding returning items:

• Returned goods must be unused and supplied with their original packaging. Post office return is not available for items over 1m in length and 2kg in weight. For these items you will need to return the item via a carrier.

• All returns must have a completed returns form. If you return something because of an error on our part or because it's damaged or defective, we'll refund the delivery charges (if charged) incurred in sending the item to you. We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.

• We are required to process all refunds to the original payment method applied when you placed your order, or paid for a subscription.This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.

• Refunds may take up to 10 working days from the date the item has been delivered back to us.

Contact Information

You can contact us by one of the following ways:

Telephone: 0800 230 0212

Email: returns@superiorfires.co.uk

Mail: Superior Fires Returns, Avon Trading Park, Christchurch, Dorset, BH23 2BT.