11)Returns/Refunds & Cancellations under Distance Selling Rules
Definitions
LPG – Liquid Petroleum Gas
NG – Natural Gas
Propane Gas – Propane Gas
Clerance Items – Products that are offered for clearance through the clearance section on our website
Ex Display – Products that were originally in the showroom on display
Standard Item – Products that are not modified or altered from their original specification
Custom Made to Order – Products that are built to a specification that deems the product not a standard item
Special Order - These are any order or component related to LPG or Propane fuel source, those products manufactured by Evonic Fires; Dru Fires; STUV; Be Modern or Elgin & Hall. Those products that are not held in stock and have to be ordered
Non-returnable – Products that cannot be returned
Under the Distance Selling Regulations you have a right to cancel your order for an item purchased on our website or through the telephone ordering system at any time before the goods are dispatched or within 14 days of receiving your goods with the exception of items or situations detailed in point 11.1 - 11.3 below (please read these points carefully)
Cancellations within this period qualify for a full refund, excluding cost of return postage if applicable and a reasonable reduction to reflect the reduced value of the goods.
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.
11.1 We are unable to issue a refund or accept a return if the product has been fitted or attempted to be fitted.
11.2 “Custom order” or “made to order” products, Accessories and Frames are non-returnable under distance selling rules or any circumstances. These are specifically
11.2.1 Any NATURAL GAS, LPG or Propane fuel sourced product
11.2.2 Evonic Fires & Accessories
11.2.3 Dru Fires & Accessories
11.2.4 STUV Fires & Accessories
11.2.5 Be Modern Fires & Accessories
11.2.6 Elgin & Hall Fires & Accessories
11.2.7 Any manufacturer or brand Flue component or Accessory.
11.2.8 Any manufacturer or brand Frames or Accessory.
11.3 All Ex-display models or Clearance models are strictly non-returnable and non-refundable.
11.4 The return of any products whereby the box is damaged or the original packaging is not complete will attract a re-packaging charge of £150
11.5 The company reserves the right of discretion, to accept or refuse the return of any goods supplied and to require a restocking charge.
11.6 In the first instance you should email requests@westcountryfires.co.uk detailing the circumstances of your request for a refund an/or return of your purchased products. A member of our team will usually respond to you within two working days to discuss your request.
11.7 If your request is approved then you should return any items using your 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 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.
11.8 You are advised to take out Insurance to cover the full value of your products whilst in transit as we cannot accept any responsibility for goods returned to us with transit damage.
11.9 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 twenty-four hours of the goods being returned to us.
12)Returns/Refunds & Cancellations outside of Distance Selling Rules
12.1 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.
12.2 Eligible products that have already been delivered must be returned within 14 days in original packaging and undamaged.
12.3 All goods whether delivered or being held in our Warehouse awaiting delivery will be subject to a 40% re-stocking charge.
12.4 We are unable to issue a refund or accept a return if the product has been fitted or attempted to be fitted.
12.5 “Custom order” or “made to order” products, Accessories and Frames are non-returnable under distance selling rules or any circumstances. These are specifically
12.5.1 Any LPG or Propane fuel sourced product
12.5.2 Evonic Fires & Accessories
12.5.3 Dru Fires & Accessories
12.5.4 STUV Fires & Accessories
12.5.5 Be Modern Fires & Accessories
12.5.6 Elgin & Hall Fires & Accessories
12.5.7 Be Modern Fires & Accessories
12.5.8 Any manufacturer or brand Flue component or Accessory.
12.5.9 Any manufacturer or brand Frames or Accessory.
12.6 All Ex-display models or Clearance models are strictly non-returnable and non-refundable.
12.7 The return of any products whereby the box is damaged or the original packaging is not complete will attract a re-packaging charge of £150
12.8 The company reserves the right of discretion, to accept or refuse the return of any goods supplied and to require a restocking charge.
12.9 In the first instance you should email requests@westcountryfires.co.uk detailing the circumstances of your request for a refund an/or return of your purchased products. A member of our team will usually respond to you within two working days to discuss your request.
12.10 If your request is approved then you should return any items using your 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 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.
12.11 You are advised to take out Insurance to cover the full value of your products whilst in transit as we cannot accept any responsibility for goods returned to us with transit damage.
12.12 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 twenty-four hours of the goods being returned to us.
13) Costs Incurred by you
13.1 We are not liable for any costs incurred by you or any loss of earnings.
13.2 We always recommend that you do not book an installer until you are in receipt of the goods and you have checked the goods are accurate to your order placed. For example, if a delivery is delayed in any way and you have to rebook an installer then we are not liable for any extra charges that the installer may charge you. We are also not liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed.