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Returns Process

For general returns, advise us within 14 days of placing the order.   Damaged items returns require notification within 48 hours from delivery.
 
Always contact us before returning an item by completing our 'returns form'.  Returns will only be processed via this form as this provides an offfical time / date acknowledgement and enables us to track the return.  Depending on the parts you ordered will depend on which stores it should be returned to.
 
Once you have completed the form, let us know and we will send you a RMA number (Return Merchandise Authorisation) which should be noted on the returned parcel.
 
‘Incorrectly Ordered’ Parts (advise within 14 days)
 
If you order incorrectly or have a change of mind, we will work with you to replace the item at minimal cost.  You will need to pay the carriage charges for returns and new deliveries.  We do NOT charge a restocking fee unless the part was a ‘special order’ and has been ordered in especially for you.  In which case 30% of the product cost will be charged. Some glasses from our 'Stove Glass Shop' are classed as 'Specially Ordered' as cut by lazer cutter, ask when ordering if the items are going to be specially ordered.
 
Notification required by latest 14 days from delivery for ‘incorrectly ordered parts’
 
‘Incorrectly Dispatched’ Parts (advise within 48 hours)
 
If you receive a part you did not order, we will cover the return postage costs and the postage costs of the correct part.  Please notify us within 48 hours of receipt of goods.
 
Notification required by latest 14 days for ‘incorrectly dispatched parts’
 
Goods ‘Damaged’ in Transit (advise within 48 hours)
 
We recommend that before signing for goods, they are checked.  If unable to check the condition of the goods on arrival, then write ‘UNCHECKED’ on the delivery slip.   If the Box is visibly damaged, then write ‘DAMAGED BOX UNCHECKED’ on the slip.
 
If items are damaged and require returning, please take photos and email them to us. Do not open any products which have their own packaging and also send pictures of the delivery box showing any outside damage.  We use the pictures as proof of damage to send to the couriers for insurances.  
 
Notification required by latest 48 Hours from delivery for items damaged.
 
General Refund Information
 
Returned goods should be sent in the same condition they were received in, with any product packaging undamaged / unopened. We do not accept responsibility for returned items that do not make it to our warehouse.
 
We receive many goods into our stores, please complete a 'Returns Form' so that we can track your item. (in accordance to the above time scales).  If you wish to discuss your return, please contact us BEFORE you return the parcel.  Once you have completed the RETURNS FORM, we will send you an 'Returns Number' and the address to return the part to.
 
Once we have received the goods, in the stated condition, we will refund the 'part cost' or resend new parts to you (whichever was agreed).
 
Cancellation (after placing order & before dispatch)
 
If you have just placed an order and wish to cancel it, advise us as soon as possible, ideally by telephone or if our office is closed by email. Fireparts will endeavour to stop the order being processed, however, if this is not possible please see the 'returns process'.  If we do manage to stop the order being dispatched in time, a full refund will be issued within 7 days.

 

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