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Returns

Returning a product to Stove Spares Ltd

If you need to return a product to us please read the information carefully below:

Products Eligible for return:

You may return a product for refund or replacement within 30 days of the order shipment date. All returns must be accompanied with your order number and a note explaining how you wish to proceed.

If we shipped you the wrong product or it was damaged on arrival, you will be eligible to return the product within 30 days of the purchase date. Stove Spares Ltd will refund or replace the product (including shipping).

If you ordered the wrong product or simply changed your mind, we will refund you for the purchase price less shipping costs.

This is provided you return the product in its original packaging if applicable. The item must be in resalable quality. The product return must also fall within 30 days of the shipment date. We accept all shipping methods, but it's up to you to make sure the package gets to us. We recommend using a carrier that provides detailed tracking / delivery information.

You will need to package and ship the product to us at your own expense. All returned packages must include:

Details of the order eg. Order number, your name and address etc.

Details of the issue and whether you are looking for a refund or an exchange. 

Ship all returns to:

Stove Spares Ltd
Unit 41 Honeyborough Industrial Estate
Neyland
Milford Haven
Pembrokeshire
SA73 1SE

Exchange Process:

Once we have received the goods and they have been inspected we will contact you to ensure that we are supplying the correct parts.

You will need to make payment for any additional costs for the product should the products you require be more expensive and likewise should the product you require be less in value we will refund the difference.  Delvery charge must be paid to deliver the new products.

Refund Process:

Once we have received the goods and they have been inspected we will arrange a refund if this is what you have requested.

Refunds will be made in the same way that you originally paid and can take upto 5 working days to clear on to your statement.

Products Excluded from Return:

Custom fire bricks are excluded from the returns policy.

Returned products that will be refused a refund or exchange:

Products that are returned damaged or in a unsaleable condition will either be returned to you as rejected or we reserve the right to offer a partial refund.

Firebricks returned to us that have clearly been inserted into the stove or have dirty fingerprints on them is not classed as an acceptable return and will be refused.  We cant resell bricks in this condition and will not offer any refunds or exchanges if this is the case.

Below is an example of some recent bricks returned to us.  These bricks were simply destroyed as they are unsaleable