Returns & Refund Policy
This Returns & Refunds Policy applies to products purchased from Derwas Fires & Stoves through our website, including, but not limited to; woodburning stoves, cookers, fires, stoves, BBQs, pizza ovens and related appliances. This policy does not affect your statutory rights.
1. Change of mind returns for online purchases
For most items purchased online, consumers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.
Once you have told us that you wish to cancel, you then have a further 14 days to return the goods to us.
We do not offer any additional goodwill “change of mind” returns beyond your legal cancellation rights.
2. Items that cannot be returned for change of mind
The right to cancel does not apply to goods that are bespoke, made to order, made to measure, specially ordered to your specification, personalised, or clearly customised for you.
This includes, but is not limited to, appliances, fires, stoves, cookers, BBQs, pizza ovens or accessories that have been specially ordered, altered, finished, adapted or supplied to your specific requirements.
These items cannot be cancelled or returned unless they are faulty, damaged, not as described, or where we have otherwise agreed in writing.
3. Condition of returned goods
Returned goods must be unused, uninstalled, in their original packaging where possible, and are in a saleable condition.
You may inspect the goods in the same way you would be able to in a shop, but you must not install, use, mark, damage or alter them.
We may reduce your refund if the value of the goods has been reduced by unnecessary handling, use, installation, damage, missing parts, or damage to the original packaging.
Due to the nature of our products, any stove, fire, cooker, BBQ or pizza oven that has been installed, used, lit, connected, assembled in a way that marks or damages the item, or otherwise put into service, these cannot normally be returned unless faulty.
4. Return carriage costs
Return carriage for non-faulty change-of-mind returns is the customer’s responsibility. Original standard delivery charges will be refunded where required by law.
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If you are returning goods because you have changed your mind under your legal cancellation rights, you are responsible for arranging and paying for the return carriage.
Large appliances, stoves, cookers, fires, BBQs and pizza ovens must be returned using suitable insured transport, properly secured and protected, preferably on the original pallet and in the original packaging.
If you ask us to arrange collection, we may do so at our discretion and the collection cost will be deducted from your refund or charged to you separately. We will confirm the cost before arranging collection.
You remain responsible for the goods until they are safely received back by us.
5. Original delivery charges
Where you cancel an online order under your legal cancellation rights, we will refund the cost of the goods and the standard delivery charge, where applicable.
If you chose a premium, express, timed, upgraded or special delivery service, we will only refund the amount equivalent to our standard delivery charge.
Additional delivery costs, failed delivery charges, re-delivery charges, installation charges, crane/HIAB charges, special access charges, or other service charges may not be refundable unless the goods are faulty or we are otherwise
required to refund them by law.
6. Faulty, damaged or incorrect goods
If your goods are faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as possible.
You may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances and the timescale involved.
Please do not install or use any item if you believe it is damaged, faulty or incorrect, as this may affect your rights and could make the item unsafe.
We may ask for photographs, videos, packaging details or other information to help us assess the issue.
Where goods are confirmed to be faulty, damaged, not as described, or incorrectly supplied, we will cover reasonable return costs where required by law.
7. How to cancel or request a return
To cancel an order or request a return, please email: admin@derwas.co.uk or phone: 01938 552246