Refund policy

Return & Refund Policy

We understand sometimes the wrong item is purchased or it is no longer required once it arrives. At UKStoveFans we want to help make that returns process as simple as possible.

Your right to return / cancel

You can return or exchange unwanted items up to 14 days after purchase. Items must:

  • be unused and in their original condition (including all packaging)
  • no items missing including accessories
  • have proof of purchase such as receipt or delivery note;

Any missing items may result in a delay or unpaid refunds.

To notify us of a return you must email sales@ukstovefans.com to obtain a returns reference within 14 days of delivery of the item(s) and the return must be completed within 14 days from that notice.

For returns, you must bear the cost of the postage and proof of sending must be obtained in case of any losses with the couriers. Royal Mail 1st or 2nd class is advised for UK orders delivering to the address:

 

Returns Dept

PO Box 3792

ATTLEBOROUGH

NR17 1HN

Your order number and details should be placed inside the box for easy identification and to avoid any delays in refunds.

For overseas orders, please contact us directly to discuss the best option available with our partners and technical teams.

Refunds are aimed to be processed within 5 working days.

All returns are examined for fault as we want to make sure our customers are receiving the best products and we can identify any potential issues early. Any faults identified are logged and reported to the relevant component factory for assessment and report.

Please be aware that if an item is not faulty on testing when received back, we will not be able to offer a full refund.  Depending on the return we may offer a reduced refund value though may not be available due to it being not fit for resale due to its use.

Faulty Items

Items are tested individually before packing in the UK under dry test conditions.  Our process is vigorous to ensure only the best fully operation products leave our production centres.  We believe in quality control and therefore know you are receiving a working item on delivery.

If your item has developed a fault or has arrived faulty within 14 days, please let us know as soon as possible as we want to resolve this for you quickly.  You can email sales@ukstovefans.com. Refunds are only issued where requested for items purchased and returned within 14 days.  After this period, we offer a repair or replacement service subject to the fault and damage.

The cost to return the item which has become faulty after 14 days, you will have to bear. Should this be a manufacturing issue we will at our discretion refund any postage paid up to a maximum of £5.00.  We recommend 2nd class Royal Mail with proof of postage obtained once sent.

If the fault is, as a result of, user error or accidental damage, then you may be required to pay for parts and/or delivery back to you. We always do our best to get you back up and running with the fairest outcome.

If a refund is required, we aim to process all refunds within 5 working days of receiving the item back at our returns department.

For all warranty queries, please visit our warranty terms page here.