Returns, Refunds & Cancellations
9. Returns/Refunds & Cancellations under Distance Selling Rules
9.1. Under the Distance Selling Regulations the Customer has the right to cancel their Order for an item purchased on our website, from our showroom, or over the telephone at any time before the goods are dispatched or within 14 days of receiving your Order with the exception of items or situations detailed in points 9.4 – 9.6.
9.2. Cancellations within this period qualify for a full refund, excluding the cost of return postage if applicable and a reasonable deduction to reflect the reduced value of the goods.
9.3. A return will be considered providing you have taken reasonable care of the goods whilst they are in your possession. This does not affect your statutory rights as a consumer.
9.4. We are unable to issue a refund or accept a return if the product has been fitted or attempted to be fitted.
9.5. “Custom Order” or “Special Order” products, Accessories and Frames are non-returnable under distance selling rules or any circumstances. These are specifically:
9.5.1. Any Natural Gas, LPG or Propane fuel sourced product;
9.5.2. Any Be Modern Fires & Accessories;
9.5.3. Any Elgin & Hall Fires & Accessories;
9.5.4. Any Katell Fires & Accessories;
9.5.5. Any Focus Fireplaces Fires & Accessories;
9.5.6. Any manufacturer or brand Flue Component or Accessory;
9.5.7. Any manufacturer or brand Frames or Accessory;
9.6. All Ex-Display Items or Clearance Items are strictly non-returnable and non-refundable.
9.7. The return of any products whereby the box is damaged or the original packaging is not complete will incur a re-packaging charge of £50.00.
9.8. The Company reserves the right of discretion, to accept or refuse the return of any goods supplied and to require a restocking charge.
9.9. In the first instance the Customer should email solutions@greenfieldservices.com detailing the circumstances of the request for a refund and/or return. A member of our team will usually respond to you within two working days to discuss your request.
9.10. If your request for a refund and/or return is approved then it is the responsibility of the Customer to return the item(s) using the Customer’s own courier in the same manner as the goods were delivered. It is the Customer’s responsibility to ensure that all goods returned are properly packaged in original condition. Damaged packaging or incomplete goods will not be accepted for credit unless a prior agreement was made with the Company. If, upon receipt and examination of the returned goods, the Company finds there is a discrepancy in the Customer’s stated reason for returning the goods, the Company reserves the right to charge in full for the goods in question.
9.11. The Customer is advised to take our Insurance to cover the value of the products whilst in transit to us as the Company does not accept any responsibility for goods returned to us with transit damage.
9.12. As soon as the goods are received within our Warehouse, they will be inspected. If a refund is approved, we will refund your payment within five working days.
10. Returns/Refunds & Cancellations outside of Distance Selling Rules
10.1. A return will be considered providing you have taken reasonable care of the goods whilst they are in your possession. This does not affect your statutory rights as a consumer.
10.2. Eligible products that have already been delivered must be returned within 14 days, in original packaging and undamaged.
10.3. All Orders, whether delivered or being held in our Warehouse awaiting delivery or collection, will be subject to a 40% restocking charge.
10.4. We are unable to issue a refund or accept a return if the product has been fitted or attempted to be fitted.
10.5. “Custom Order” or “Special Order” products, Accessories and Frames are non-returnable under distance selling rules or any circumstances. These are specifically:
10.5.1. Any Natural Gas, LPG or Propane fuel sourced product;
10.5.2. Any Be Modern Fires & Accessories;
10.5.3. Any Elgin & Hall Fires & Accessories;
10.5.4. Any Katell Fires & Accessories;
10.5.5. Any Focus Fireplaces Fires & Accessories;
10.5.6. Any manufacturer or brand Flue Component or Accessory;
10.5.7. Any manufacturer or brand Frames or Accessory;
10.6. All Ex-Display Items or Clearance Items are strictly non-returnable and non-refundable.
10.7. The return of any products whereby the box is damaged or the original packaging is not complete will incur a re-packaging charge of £50.00.
10.8. The Company reserves the right of discretion, to accept or refuse the return of any goods supplied and to require a restocking charge.
10.9. In the first instance the Customer should email solutions@greenfieldservices.com detailing the circumstances of the request for a refund and/or return. A member of our team will usually respond to you within two working days to discuss your request.
10.10. If your request for a refund and/or return is approved then it is the responsibility of the Customer to return the item(s) using the Customer’s own courier in the same manner as the goods were delivered. It is the Customer’s responsibility to ensure that all goods returned are properly packaged in original condition. Damaged packaging or incomplete goods will not be accepted for credit unless a prior agreement was made with the Company. If, upon receipt and examination of the returned goods, the Company finds there is a discrepancy in the Customer’s stated reason for returning the goods, the Company reserves the right to charge in full for the goods in question.
10.11. The Customer is advised to take our Insurance to cover the value of the products whilst in transit to us as the Company does not accept any responsibility for goods returned to us with transit damage.
10.12. As soon as the goods are received within our Warehouse, they will be inspected. If a refund is approved, we will refund your payment within five working days.
