Our Complaints Procedure
If something has gone wrong
We want every order to arrive on time and in good condition, and we want every stove or fire to perform the way you expected. When that does not happen, we would rather hear about it so we can put it right. This page explains exactly how to raise a complaint with us, what we will do at each stage, and what your options are if you are still not happy at the end.
You do not need to use any special wording or quote any law. A plain description of the problem is all we need to get started.
How to raise a complaint
The process has four steps. Most issues are sorted out well before the final stage.
Step 1: Tell us what has happened
Email orders@burnerhub.co.uk with your order number and a clear description of the problem. If it helps to explain the issue, please attach photos. Useful details include when the order arrived, what is wrong, and what outcome you are hoping for, such as a repair, a replacement, or a refund.
Step 2: We acknowledge your complaint
We will confirm that we have received your complaint within 2 working days. That message will tell you who is dealing with it and what happens next, so you are never left wondering whether your email landed.
Step 3: We investigate and respond
We will look into the matter and send you a full response within 10 working days. If your complaint involves a manufacturer, a delivery partner, or a fault that needs inspecting, we may need to gather information from them first. If we think it will take longer than 10 working days, we will tell you why and give you a realistic date.
Step 4: If you are still not happy
We hope our response settles things, but if it does not, you have further options. You can ask us to review the decision, escalate the matter to the relevant ombudsman or alternative dispute resolution scheme, or contact your payment provider about a chargeback. We will tell you which scheme applies to your purchase and share any reference numbers you need.
What we aim for at each stage
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have your complaint | Within 2 working days |
| Investigation | We review the issue and reply in full | Within 10 working days |
| Escalation | Ombudsman, ADR, or chargeback if unresolved | As guided by the scheme |
Your rights as a customer
Your complaint does not replace or reduce your legal rights, and using our procedure does not affect them.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a stove or fire does not meet that standard, you may be entitled to a repair, a replacement, or a refund depending on the circumstances and how long you have had the item.
Because most of our sales are made online, the distance selling rules within the Consumer Contracts Regulations also apply. In most cases this gives you the right to change your mind within 14 days of receiving your order and return it, subject to the goods being in a resaleable condition. Some exclusions apply, for example bespoke or made to order items. Please note that our delivery charge is a flat £100 for UK orders, and return arrangements for unwanted items are explained in our returns information.
If you ever feel unsure about where you stand, just ask us. We would rather explain your options clearly than leave you guessing.
Helpful details to include
You can speed things along by giving us the right information from the start. The more we know, the quicker we can act.
- Your order number and the email address used to place the order
- The name of the stove or fire and any model details
- A clear description of the fault or issue
- Photos or short videos where the problem is visible
- The outcome you would like
Our commitment to you
We treat every complaint seriously, and we deal with them in the order we receive them. We will be honest about what we can and cannot do, and we will keep you informed if anything changes. If we have made a mistake, we will say so and fix it.
To get started, email orders@burnerhub.co.uk with your order number and a short description. You can also read our returns information and delivery information for related details. We are here to help, and we will work with you until the matter is properly resolved.