Refund & Returns Policy

We hope that you are happy with your purchase and that you never need to return any items to us. However, should you need to refund or exchange your purchase you can do so within 14 days of receipt of goods. 

There are products that are not eligible for a refund so please check this document carefully to make sure your refund will not get rejected.

Please see below for our return procedures and for information on products that are ineligible for returns.

Returns Procedure

Before sending a product to us for a refund you need to let us know you are sending something back and the reason why.
The best way to do this is by sending a message through our contact form, emailing us at sales@stoveindustrysupplies.com, or calling us on 01253 397200.

You will need to include the following information in your message:

  • Name
  • Order Number
  • The product that needs refunding
  • Reason for requesting a refund

Once we have acknowledged your request for a refund you will need to send the products back to us.

You will need to return the product unused, in its original packaging, including a note with the details above and packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your refund.

The product is your responsibility until it reaches us therefore, for your own protection, we recommend you obtain proof of posting when returning items and use a service that insures you for the value of the goods.

Shipping charges (where applicable) are non-refundable unless the items have been supplied incorrectly, or the goods have arrived damaged.

Please note that it is the buyer that is responsible for any carriage cost incurred for returning an item.

We ask that customers make themselves aware of the return’s costs especially for large goods/high priced goods such as stoves as the cost to return the products can be anywhere from £0 - £140+ depending on your location and the service needed to return the goods.

We also reserve the right to charge a restocking fee for goods and if this is applicable to your product it will be communicated to you when you request your return.

All returns must be sent to the following address:

Stove Industry Supplies
103-105 Mowbray Drive,
Blackpool,
Lancashire,
FY3 7UN

Once we have received your items they will be inspected and then the refund or exchange will be processed. Please allow 5 working days from the date we received your products for your refund to be processed. 

Refunds will only be made to the original payment method and may take up to 5 working days to clear and show on your bank statement.

Products Excluded from return/refund.

Any personalised or custom items are exempt from our refund policy and non-refundable.

Specific items are:

  • Custom Cut HD Stove Glass
  • Custom Cut Fire Bricks
  • Custom Data Plates
  • Customised Gauntlets

This list is not exhaustive, and we reserve the right to amend this list at any time.

Reasons your return may be rejected

If you return a product to us that is damaged, or we are unable to resell we reserve the right to reject the product and not issue a refund or exchange.

An example of this is Fire Bricks that have been inserted into a stove and/or now have soot marks and fingerprints on them.  We are unable to resell the bricks in this condition so will not issue a refund or exchange for them.

Another example is HD Stove Glass where we can see visible marks on the glass from trying to fit it into the stove door. We are unable to resell glass in these circumstances so will not issue a refund or exchange.

Another example is flue systems where the returned parts are scratched, dented and not in the original packaging and in a brand new resalable condition. We are unable to resell the flue systems parts in these circumstances so will not issue a refund or exchange.

These are just examples and not an exhaustive list. We will contact you directly if we have issues with any products returned.  

I ordered the wrong item and need to exchange it.

If you ordered the wrong item and need to exchange it for the correct one, please contact us to let us know your issue and we will arrange an exchange for the product.

We will need the following information from you to arrange your exchange:

  • Name
  • Order Number
  • The item that needs exchanging
  • What Item you require instead (If you are not sure what you need one of our team will help you figure this out)

Once we have acknowledged your exchange request you will need to send the product/s back to us.

You will need to return the product unused, in its original packaging, including a note with the details above and please make sure it is packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your exchange.

The product is your responsibility until it reaches us therefore, for your own protection, we recommend you obtain proof of posting when returning items and use a service that insures you for the value of the goods. 

All exchanges must be sent to the following address:

Stove Industry Supplies
103-105 Mowbray Drive,
Blackpool,
Lancashire
FY3 7UN

Once we have received your items they will be inspected, and we will then arrange the alternative product.

If there is any additional cost for the requested exchange (i.e. the item is more expensive than the original and shipping charges) we will call you to arrange this after we have received the item.

If the items are cheaper, we will arrange a refund of the difference.

My item is faulty and/or damaged on receipt.

Please contact us immediately to inform us of faulty and defective products and damaged deliveries. Any damaged items must be reported to us within 24 hours of receiving your products.

We will request the following information from you to help us sort your query quickly and efficiently:

  • Order Number
  • Name
  • Faulty Item
  • Description of the fault (including photographs showing the issue/damage)

Once we have all the information above, we will arrange to return (where appropriate) and replace the products.  There may be delays in processing your replacement if you do not give us the necessary information.

If we request the products are returned to us, under these circumstances, we will arrange for your items to be picked up or refund the cost of you sending them back to us.

Do not send anything back before contacting us first. If you send items back without contacting us, we will not refund the shipping costs.