Returns and Refund Policy

Returning a Fireplace

At Halcyon Fireplaces, we want you to be completely happy with your purchase. Due to the size, weight, and bespoke nature of our fireplaces, all returns must follow these guidelines:

• Fireplaces cannot be returned if they have been installed or used.
• Items must be unused, clean, dry, undamaged, and in the original packaging, including pallets and any protective materials.
• Returns should be made within 30 days of delivery.
• A 20% restocking fee applies to all fireplace returns. This helps cover handling, pallet collection, and processing costs.

We will arrange to collect the fireplace from your property at a date and time agreed in advance. Please ensure someone is available to assist if needed.

Reporting Damage on Delivery

Please inspect your fireplace carefully when it arrives. If you notice any damage or defect, let us know as soon as reasonably possible so we can resolve the issue quickly.

Reporting any issues promptly helps us resolve them quickly. Your legal rights are not affected.

Getting a Refund

Refunds are only processed once the returned fireplace has been collected and inspected.

Refunds will be returned to the original payment card used for your order.

Refunds typically take 3–5 working days to process, though it may take longer for your bank to reflect the amount.

Important Notes

• Fireplaces are heavy and delivered on pallets. Collection is arranged by Halcyon Fireplaces to ensure safety and convenience.
• The 20% restocking fee helps cover the costs of handling, transport, and processing returns.