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, 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 of 30% 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 personalized 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
  • Customized Gauntlets

Additionally, the following consumable parts are not covered under warranty and are excluded from returns and refunds:

  • Fire bars
  • Grates
  • Log guard
  • Operating Tool
  • Fireboards (including baffle)
  • Metal baffle plates
  • Glass Panels
  • Door Seals

Please note, paint is also excluded from the guarantee as it will eventually deteriorate due to the normal working of the stove.

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

Reasons your return may be rejected

Your return may be rejected under the following circumstances:

  1. Damage or Unsellable Condition: If you return a product to us that is damaged or unsellable, we reserve the right to reject the product and not issue a refund or exchange. Examples include:

    • Fire Bricks with soot marks and fingerprints.
    • HD Stove Glass with visible marks from trying to fit it into the stove door.
    • Flue systems with scratched or dented parts, not in original packaging or in a brand-new resalable condition.
  2. Returning Consumable Parts Not Under Warranty: Consumable parts such as fire bars, grates, log guards, operating tools, fireboards, glass panels, door seals, and paint are not covered under warranty and are not eligible for return or refund.

  3. Late Returns: If the goods are returned after 30 days from receipt, we will be unable to provide 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.