Refund policy

We want you to be completely satisfied with your purchase from Burner Hub. This policy sets out your rights to return goods bought from us and how the process works. It is in addition to your statutory rights as a consumer, which are not affected.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days of the day you (or someone you nominate) receive the goods. Where an order is delivered in multiple parts, the 14 days begin the day you receive the last item.

To exercise this right, notify us in writing before the 14 days expire:

Returning the goods

Once you've told us you wish to cancel, you have a further 14 days to return the goods to us at your own cost. Items must be:

  • Unused and in the same condition you received them
  • In their original packaging, with all parts, accessories, and documentation
  • Not installed, fired, fitted to a flue, or modified in any way

You are responsible for arranging and paying for the return. We do not offer a collection service for unwanted goods. Stoves are heavy, palletised items and a suitable insured pallet courier should be used. We strongly advise photographing the goods and packaging before despatch and obtaining proof of postage. Risk of loss or damage in transit remains with you until the goods are received by us in their original condition.

Refunds

We'll refund the price you paid for the goods, plus the standard outbound delivery cost (any premium delivery upgrade is not refundable), within 14 days of either receiving the returned goods or receiving evidence that you have sent them back, whichever is sooner. Refunds are made to the original payment method.

We may reduce your refund to reflect any reduction in value of the goods caused by handling beyond what is necessary to establish their nature, characteristics, and functioning — for example, signs of installation, soot, paint damage, scratches, or missing parts.

Items that cannot be returned under the 14-day right

The following are excluded from the 14-day cancellation right by law:

  • Stoves or components that have been installed, fired, or fitted to a flue system
  • Made-to-order, bespoke, or personalised items (e.g. custom colours, special-order flue kits cut to length)
  • Goods that have been inseparably mixed with other items after delivery
  • Gift cards

This does not affect your rights if the goods are faulty (see below).

Faulty, damaged, or incorrectly described goods

Your rights under the Consumer Rights Act 2015 are unaffected by this policy. If goods are faulty, damaged on arrival, or not as described:

  • Within 30 days of delivery: you have the short-term right to reject the goods for a full refund.
  • Within 6 months: we'll repair or replace; if that's not possible, we'll refund.
  • After 6 months: you may still have rights against us or the manufacturer for inherent faults.

Please report any damage, missing parts, or faults to support@burnerhub.co.uk or 0333 444 0391 as soon as possible, ideally within 48 hours of delivery, with photographs. Where goods are confirmed faulty or damaged in transit, we'll arrange repair, replacement, or collection at no cost to you.

Stock availability and lead times

Most of our stock is held by the manufacturer rather than at our own premises, and live stock figures are not always available to us. From time to time an item may go out of stock without notice or the manufacturer's lead time may extend after you have placed your order.

If your lead time extends beyond 7–10 working days from the original expected dispatch date, we'll contact you and offer one of the following:

  • A price reduction to compensate for the delay if you'd like to keep your order in the queue
  • A full refund if you'd prefer not to wait

You may also cancel a delayed order at any time before dispatch for a full refund, regardless of the 14-day window.

Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection law.

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