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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 firstly before returning an item by completing our 'returns form'.  Returns will only be processes via this form as provides an offfical time / date acknowledgement and enables us to track the return until replaced / corrected.  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 part.
 
‘Incorrectly Ordered’ Parts (advise in 14 days)
 
There may be occasions where customers order incorrect parts or simply change their mind. If you do order incorrectly or have a change in 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 in 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.  We would appreciate being notified within 48 hours after receipt of goods.
 
Notification required by latest 14 days for ‘incorrectly dispatched parts’
 
Goods ‘Damaged’ in Transit (advise in 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,  we will need your co-operation to photograph the parts and send 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 the couriers for insurances.  
 
Notification required by latest 48 Hours from delivery for items damaged.
 
General Refund Information
 
Return goods should be returned in the same condition they were received in, with any product packaging undamaged / unopened.  We will work with you to arrange the best delivery method.  We will not accept responsibility for return items that do not make it to our warehouse.
 
We receive many goods 'in' to our stores, so please complete a 'Returns Form' so we can track your item. (in accordance to the above time scales).  If you wish to discuss options and return amounts, then please contact us BEFORE you return the parcel.  Once you have completed the RETURNS FORM, we will send you an 'Returns Number' and 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, FULL funds will be returned to your bank account within 7 days.

 

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