RETURNS & REFUND POLICY
We are very confident you will be happy with your purchase, however should you wish to return anything bought from us, we will be glad to refund or exchange a product, provided it is either faulty or in a fully resalable condition and unused.. While we hope no one has call to ask for a refund, below is our policy on issuing refunds and the way to do it. We are fully committed to supplying goods in an excellent condition. Some of our products are both heavy and fragile, and need careful handling until installed. We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturers guarantee.
In the unlikely event that you’re not 100% satisfied with your purchase and you want to return the goods we are pleased to offer all customers a 14 Day no hassle refund giving you peace of mind when you’re buying something off the internet. This will give you 14 working days in which to decide to keep the goods or return it to us for a refund. If you decide within the 14 day period of receiving your order that you simply do not wish to retain the goods or wish to exchange the goods, then they should be returned insured via recorded delivery to us in an undamaged and unused condition. They must be returned with their original packaging and with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged.
This meets our legal obligations to our customers in accordance with the distance selling regulations. . These regulations state that a person who has ordered a product online, over the phone or via a catalogue has the unconditional right to cancel an order within 14 working days of delivery without having to give a reason. The 14 days starts from the day of delivery.
If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price of the goods. Please note however that it is the buyer that is responsible for any carriage costs incurred when returning an item. This cost is usually between £40 – £70 depending on where you are and what the item is. This is a direct cost to us to have the item collected and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
In the event of any claim regarding a defect with the goods, SENSO FIREPLACES must be given every reasonable opportunity to examine the goods and if requested return them to Senso Fireplaces. Items purchased locally are covered under the Sale of Goods act whereby any damaged goods must be repaired or replaced within a reasonable time.
All of the stone and marble that we use for our fireplaces are natural materials and as such are lent character by the variations in colour, pattern, veining and the grain of the material you have selected. For this reason, uniformity of appearance is not considered natural or desirable and certainly should not be expected. All of these markings should be considered to be indicative of the true beauty of the natural materials and is essentially the factor that makes each fireplace unique.
NB: Custom-made fireplaces do not apply. No materials produced to customers own specifications will be accepted for return. Under the Distance Selling Regulations we are perfectly permitted to exclude custom made/bespoke items from our returns policy except for genuine defects.
Your refund will be processed within 30 days of us receiving the goods back. However it is usually done within the same working week.
All goods must be returned to us in their original packaging and in a good and unused condition for a full refund to be processed.
Unfortunately we will not be able to process a full refund unless the goods are packed in their original packaging and in a resalable condition.
We cannot accept returns for any products that have been installed, fitted or used in any way.
Refunds will always be made by the same method of payment i.e. Credit/Debit Card, Paypal, etc.
Your statutory rights are not affected by anything in this Returns Policy.