Delivery & Returns
Our Products
Product Condition: Factory refurbished, return or second.
These products may have minor cosmetic marks or scratches or dents. These will not hinder the functionality or your fireplace or stove. By accepting some minor imperfections compared to the same new product, we can pass the best prices on to you and allow you to enjoy the fireplace you want today. Products have been tested and refurbished. Due to volume of fires, we get we can’t take individual photos of each item.
All have come from the manufacture and get checked electrically tested, fixed if needed and put back into what we call A1 stock, if they don't meet requirements, they don't get sold to us.
Fires are switched on to test lights and heat before they leave.
Some products may be missing instruction booklets, but they are available online.
If the product lists a remote control - Generally remotes even if listed may not be present with product and can be sourced from the manufacturer. It may not always be the case; but not all fires are checked to see if they are present. Manual controls are on all fires (we will try to supply a remote where possible).
Product Condition: New Clearance fires & fireplaces
New fires and fireplaces are what they say they are, New in sealed original packing direct from the manufacture / they are end of line / clearance stock / or over stock. Bought to you at the best prices often below the RRP (Recommended Retail Price).
Shipping & Collection
We offer FREE delivery on most items we list to mainland UK unless otherwise indicated on individual listings. (We also offer paid express delivery options on most listings)
Small items like Inset Fires and Electric Stoves and boxed flat pack fire surrounds are sent with UPS/Tuffnells or TNT, this can take 1 or 3 days to arrive depending on location.
For offshore islands and the highlands of Scotland we have competitive delivery charges use eBay's Postage and Packing tab on the listing page to enter your postcode and check the rate before purchase. Delivery times may be 2-4 days for these locations.
Larger items like fires with a fire surround or a large fireplace are shipped with Palletways Pallet couriers. Pallets take 2-5 days or more depending on location. We can only ship pallets to mainland UK.
The pallet company will ring you ** (on the number supplied), once it has reached the local depot to arrange a delivery time, before they come out to your address. Please make sure the number you have supplied is one that will be answered.
Marble & Stone Fire Surrounds will be shipped on a two-man 7–14-day delivery service. These deliveries take between 7-14 working days or more depending on location. We can only deliver Marble & Stone to mainland UK.
Your order will be dispatched or ready for collection from our Huddersfield warehouse within 7-10 working days of receiving payment (Monday-Friday) and you should expect to receive it one to five days after dispatch (we use 48hr courier as part of our standard service). We do not ship on bank holidays. Items will ship following any Holiday or weekend. We do not offer express delivery of Marble & Stone.
Collection orders can often be picked up the same day! (marble & stone excluded)
In the very unlikely event that your item is lost or damaged during post, then WE are responsible and will issue either a full refund or replacement.
Returns
New Clearance items & Factory refurbished, return or seconds *
*NOTE In the case of Factory refurbished, return or seconds, please only purchase these items if you are happy to accept these products may have cosmetic marks, open boxes, damaged or worn boxes, missing instructions (these are available online), small dents or a chip.
If you are not 100% satisfied with your purchase, you can return and cancel your order upto 14 days of receiving the goods and get a full refund or exchange the product for another one, be it similar or not. Buyer pays return postage. Please email or call within 14 days of receiving the goods you then have 14 days after this to return the item. We will then refund within 14 days after receiving the goods back into our warehouse.
In the unlikely event of an issue please contact us and provide photos if applicable. We try to work with any customer if needed and solve any issue including providing a spare part.
You can return a product for up to 14 days from the date you purchased it. PLEASE NOTE BUYER is responsible for the cost of the returns postage, this is in line with our eBay policy. ‘Purchases from business sellers are protected by the Consumer Contract Regulations 2013 which give you the right to cancel the purchase within 14 days after the day you receive the item.’
Any product you return must be in the same unused and uninstalled condition you received it and in the original packaging. Please keep the receipt or paperwork. BUYER is responsible for the cost of the returns thank you.
Returns Address - Fireplace Factory Outlet Ltd, Returns Dept, Green Lea Mills, Cross Green Rd, Huddersfield HD5 9XX
Please include your original order reference (top right of your delivery note) / in the first instance email sales@fireplacefactoryoutlet.com to notify us of any return.
Warranty
Any New items are covered by manufacture warranties these are usually 12 months or more depending on the manufacture. Refurbished, return or seconds are covered up to 30 days for electrical defects or faults (from date of delivery). We always try work with the customers to solve issues so please contact us with pictures if possible. Cosmetic marks are part of the item condition and not covered by any warranty.
UPDATED 15/09/2022