Returning a product to Stove Spares Ltd

Can I return an item I purchased from you?

Yes Absolutely.  We accept returns within 28 days of delivery.  There are some items or times where we cant accept a return but this will be highlighted below.

What is a valid reason for a return?

We are happy to accept any returns where the return is for the following reason:

1. Un wanted/Not Required - Item must be returned within 28 days of delivery
2. Damaged on Delivery - We will replace any damaged items once a claim is created.  We may ask for photos etc before we can process the replacement.

Please note: Any return requests after 28 days will not be authorised.  No orders should be returned without creating a return online first.

PLEASE NOTE: The guide below is based on you having created an account on our website.  If you checked out as a Guest you will need to use the Guest Returns Portal

Please note: We do not offer Free returns so in the case of returning products due to change of mind, ordered incorrect item etc you must return at your own cost.  You must ensure the return is fully insured to cover damage.  If the parts arrive damaged your refund could be refused or reduced.

How do I start a return?

Here we will explai the process of starting a return.

Log into your Account:

Select My Orders

Find the order with the part you would like to return.  If your unsure if its the correct order, simply click “View Order” and you can view the items ordered.

Once confirmed  simply click the Orange button to start the return as Seen Below.

When the order opens, click the tick box for the items you would like to return.  When you tick the box the reason for the return will open up on the screen (see below)

You can also add notes at the bottom of the page plus add any images if required: (as shown above)  This can be helpful should an item arrive damaged or you have ordered an incorrect item.  You could attach an image of the part we have sent you plus the old one for example. This can help us correctly send the correct items.

Once you tick the box next to the item you want to return you will be presented with further options:  You will be asked the reason for the return.  In this example we have ordered the wrong item.  We have listed its condition and we have said we would like to return for a refund rather than an exchange.

Once you submit the return request it will show you the current stage, you can re-visit this at any time by selecting My Returns on the menu. (See Below).  When our team reviews the return they will either approve or decline the return or may ask some questions.  The questions will appear within the return screen as shown below but you will also receive a copy by Email.  You can respond directly from here also.

Once the return has been authorised you can then return the order to the address displayed at the top right of the return.  You can mark the return as dispatched back to us if you wish and we will confirm when the Return has been received and when its been actioned.

Thank you for choosing Stove Spares Ltd and should you have any questions please do not hesitate to contact us.