Refund policy

Change-of-mind cancellations

If you are a consumer purchasing online, you normally have the right to cancel your order without giving a reason.

You may tell us that you wish to cancel at any time from placing your order until 14 days after the day you receive the stove.

To cancel, email contact@love-my-burner.co.uk with your name, order number and a clear statement that you wish to cancel.

Because stoves are large, palletised goods, you must not return a stove yourself or send it to our correspondence address. We will provide authorised return instructions and arrange collection.

For a valid change-of-mind cancellation notified within the statutory 14-day cancellation period, authorised collection will be free of charge to you.

After notifying us, you must make the stove available for the arranged collection within the applicable return period. We will provide the collection details and any reasonable preparation instructions in writing.

You may inspect the stove as you would reasonably do in a shop. We may make a deduction from the refund if unnecessary handling has reduced its value. This does not amount to a general restocking or cancellation fee.

We will issue the refund using the original payment method, unless agreed otherwise, and within the time required by law. Where we have offered to collect the goods, this is normally within 14 days after you tell us that you are cancelling.

Faulty, damaged or incorrectly described goods

Your statutory rights are not affected by this policy.

If a stove is faulty, damaged, not as described or otherwise does not conform to the contract, please email contact@love-my-burner.co.uk as soon as reasonably possible. Where possible, include your order number, photographs and a description of the problem so that we can investigate promptly.

We ask customers to report visible delivery damage within three days where reasonably possible. This helps us raise the matter with the carrier and supplier quickly, but it is not a deadline that removes or limits your statutory rights.

Where goods are faulty, damaged or not as described, we will arrange the appropriate collection and remedy without charging you, in accordance with your statutory rights. Depending on the circumstances and applicable law, this may include a refund, repair or replacement.