Returns and Refund Policy

Returning a Fireplace

At Halcyon Fireplaces, we want you to be completely satisfied with your purchase. Due to the size, weight, and nature of our fireplaces, all returns must follow the conditions outlined below.

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

We will arrange collection of the fireplace from your property on a pre arranged date. Please ensure suitable access is available and that someone is present if assistance is required.

Reporting Damage or Faults

Please inspect your fireplace carefully upon delivery. If you notice any damage, defect, or issue with the Goods, contact us as soon as reasonably possible so we can resolve the matter quickly and efficiently.

Prompt reporting helps us investigate and resolve issues faster. Your statutory rights remain unaffected.

Refunds

Refunds are processed once the returned fireplace has been collected and inspected by our team.

Approved refunds will be issued to the original payment method used when placing the order.

Refunds are normally processed within 3 to 5 working days, although your bank or payment provider may take additional time to display the funds in your account.

Important Information

• Fireplaces are large and heavy products that are delivered on pallets. All collections are arranged by Halcyon Fireplaces to ensure safe handling and transportation.
• The 20% restocking fee contributes towards the costs associated with handling, transport, inspection, and processing returned Goods.