Returns & Exchange
Bioethanol-Fireplace.co.uk wishes that our customers are fully satisfied with their purchased products. Should you against expectation wish to return and item, that is possible.
We will ask you to follow the process below. This will ensure that returned goods and complaints will be handled most optimally for both You and Us.
Note: We only handle returned goods if the return form is completed and the return note is printed, completed and enclosed with your package.
1. Fill in the form
Fill in the return form. In the comment field, please enter wheater it is an exchange, complaint, or another issue that is the cause of the returned goods.
2. Print The Return Note
3. Pack Your Goods
Pack the products in their original or similar sufficient packing and include the return note in the package.
4. Send The Package
Hand in the package to your preferred shipping company and return the item.
The package must be sent to:
Bio Fireplace Group
It is important that you check the address and get a receipt of your package.
Damaged product upon arrival
Contact the customer support immediately and no less than 48-hours after receiving the item.
If you do not contact our customer support about freight damage within the above-mentioned timespan, Bioethanol-Fireplace is in no way obligated to refund and/or replace the damaged product.
Important note for returns
Upon return, it is the customer himself who carries the risk of the goods accidental treatment or deterioration during the return transport. Bioethanol-Fireplace is under no obligation to reimburse any additional costs associated with the consumer having explicitly chosen a different and more expensive method of delivery than the standard delivery provided by Bioethanol-Fireplace. You, as a customer, have full responsibility for the returned goods until they are physically returned to Bioethanol-Fireplace. Therefore always get a track and trace number for the package, so that it can be traced.