Refund policy

Refund & Returns Policy

Effective Date: 12 July 2025

At Gaslessfires.co.uk, we want you to be completely satisfied with your purchase. If for any reason you are not, we make returning items simple and fair.

1. Your Right to Cancel (Cooling-Off Period)

  • Under UK law, you have the right to cancel your online order within 14 days of receiving your goods, without giving a reason.

  • To exercise this right, you must notify us in writing (email or letter) within the 14-day period.

2. Returns & Refunds

  • Items must be returned within 14 days of notifying us of cancellation.

  • Products must be returned in their original condition – unused, undamaged, and in original packaging where possible.

  • You are responsible for return postage costs unless the item is faulty or incorrect.

  • Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are made to your original payment method.

3. Faulty or Damaged Items

  • If your product arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery with photographs where possible.

  • We will arrange a repair, replacement, or full refund (including return postage costs) in line with your legal rights.

4. Non-Returnable Items

For health, safety, and hygiene reasons, certain items cannot be returned once opened or used (e.g., fuel packs or accessories designed for single use).

5. Exchanges

  • If you wish to exchange your product for a different model, please contact us.

  • Exchanges are subject to stock availability and may incur additional delivery costs.

6. How to Return an Item

  1. Contact our customer service team at enquiries@gaslessfires.co.uk with your order number and reason for return.

  2. We will provide you with a return authorisation and the correct return address.

  3. Securely package the item and send it back using a tracked delivery service.

7. Contact Us

If you have any questions about returns or refunds, please get in touch:

Gaslessfires.co.uk Customer Service
📧 Email: enquiries@gaslessfires.co.uk

⚖️ This Refund Policy does not affect your statutory rights under UK consumer law.