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Returns & Refunds

Returns & Refund Policy

At Prestige Home Fires, we aim to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

Definitions

For the purposes of this Returns & Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Fionn Group LTD, Grosvenor House, 3 Chapel Street, CW12 4AB.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Prestige Home Fires, accessible from www.prestigehomefires.co.uk.
  • You means the individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us by:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

For other refund methods such as Klarna, PayPal, Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, You will be contacted by the third-party payment provider to arrange a refund back to your bank account, which can take up to 10 business days depending on how You paid.

Conditions for Returns

To be eligible for a return, please ensure that:

  • The Goods were purchased within the last 14 days.
  • The Goods are in their original packaging.
  • The Goods are unused and undamaged.

The following Goods cannot be returned:

  • Goods made to Your specifications or personalised items.
  • Goods which are not suitable for return due to their nature or expiry date.
  • Goods unsealed after delivery that are not suitable for return due to hygiene or health protection reasons.
  • Goods that, after delivery, are inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

If Goods need to be collected from You, returns are free if the item is damaged or faulty. If the return is for any other reason, You are responsible for the return shipping cost and any associated risks.

To arrange a return, please contact us via:

Our customer service team will guide you through the return process and provide you with the correct return address.

We cannot be held responsible for Goods that are damaged or lost in return shipment. We strongly recommend using an insured and trackable mail service. Refunds cannot be processed without actual receipt of the Goods or proof of received return delivery.

Exchanges

We only replace items if they are defective or damaged. If you wish to exchange the product for another one, the same return conditions apply.

Once the original product is received and inspected, the replacement product will be shipped. If there is a price difference, necessary adjustments will be made.

Gifts

If the Goods were marked as a gift when purchased and shipped directly to You, You'll receive a gift credit for the value of Your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, We will send the refund to the gift giver.

Reporting Damage or Defects

If You receive a damaged or faulty item, please notify us immediately.

Faulty or defective items must be reported within 30 days of delivery.

To ensure a quick resolution, we may require photos of the item or for the original item to be returned.

At times, our manufacturers are best suited to support Your inquiries. In such cases, we may connect You directly with them to ensure the fastest resolution. While You may be working directly with the manufacturer, we will monitor the resolution process and step in if necessary.

If it has been more than 30 days since delivery but the item has an eligible manufacturer’s warranty, please contact us for further assistance.

Additions to Note

Cancellations and return requests made after a product has had a delivery agreed, has left Prestige Home Fires property, or been delivered and is deemed fit for purpose need to be authorised by Prestige Home Fires by completing the Return Process. The cost and risk of returning these goods are solely the customer's responsibility.

Please note that we sell a FirepitsUK range where the material used in some products are unfinished high quality grade British Steel. Where is states this in the product description of the products and accessories although meticulously handcrafted from high-quality sheet steel, they are designed to naturally develop a rustic patina that enhances their charm.

It's important to note that these items will begin to show signs of rust immediately after use and will not maintain their original black finish. This transformation is a part of the steel's character and does not impact the long-term durability or functionality of the products. Oils and heatproof paint can be applied if you don't desire the rustic patina look. 

Due to the natural rusting process, we do not accept returns based on rust development. This characteristic is a known and accepted part of the product's design and aesthetic.

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.
Send an email to Info@prestigehomefires.co.uk

Your email should have the following information so that we can process a return.

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?


When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Contact us
If you have any questions about our Returns and Refunds Policy, please contact us using the details below: