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Refunds and Returns policy

You have a 14 consecutive day cooling off period whereby your goods can be sent back to us (except for objects painted or otherwise altered at the customer's request, and the Flexible Flue liner - both solid fuel and gas - as these liners are manufactured and cut to your specific length).

Any signs of having been fitted, mis-handled, soiled or damaged in any way will result in the refund request being rejected.

Returns

All goods that you require to return to Flue-pipes.com must be accompanied by a our return form on the packaging so we can identify where and whom the goods are from. Without this information we will not be able to deal with your returned item and your credit could be delayed.

It is up to the customer to get the goods back to us. Unfortunately, we cannot arrange any collection for returns. It is simple for you to do just take the goods to your local post office and we recommend using a ‘sign for’ service, this way you can track the shipment and know when we have received them back.

On receiving the goods back, we will inspect them for any damage. If the goods have been damaged in transit on the way back to us, it is up to you as a customer to pursue a claim through the courier with which you chose to send the goods back with.

Delivery charges are non-refundable (postage is only refunded in the unlikely event that your items were faulty or incorrect upon receipt) so you will be refunded the full value of the items returned less the delivery charge. The cost of returning the item(s) is the customers responsibility, therefore we strongly recommend that you send the parcel by recorded delivery and keep a copy of the tracking number just in case your parcel is lost. We are not responsible for items lost by the delivery services used in the returns process.

Swapping of parts

When you want to exchange an item, follow the return procedure as described above. Then, place an order for the correct item through the online store.

Start your return