Refund and Returns Policy

Out of warranty repairs

We now offer a paid repair service for any fires that are no longer under warranty.

You can find our more and check pricing for your model here: https://endeavourfires.co.uk/out-of-warranty-repairs/

Standard Returns

To be eligible for a return, your item must be unused and in the same condition as when it was received and returned in its original packaging.

Our returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer a return. Terms and Conditions apply.

Once your return is received and quality checked, we will issue a refund via the original payment method. We will contact you if we cannot issue the agreed-upon refund.

Late or missing refunds:

IF you haven’t received your refund yet:

• Re-check your bank account. There is often processing time before the refund is posted.
• Contact your credit/debit card company. It may take some time before your refund is issued.

Partial Refunds

In certain circumstances, partial refunds are granted:

1. The item arrives back with signs of use.
2. The item arrives back with damage due to insufficient or incorrect packaging by the customer.
3. The item not in its original condition, is damaged or missing parts for reasons not due to our error.
4. The item that is returned more than 30 days after delivery

In this case, returns are subject to a minimum 15% reduction.

We reserve the right to retain funds in cases where the returned item is severely damaged or is no longer saleable.

Exchanges

We replace items if they are defective or damaged. If you wish to exchange your item for a different item, we will need to collect the original item and issue the refund before you order the correct item.

How To Return

Return your product by mailing it to:

Appliance Development Services Ltd
Bakers Court, Hopper Hill Road
Scarborough
North Yorkshire
YO11 3YS

You are responsible for paying shipping costs to return the item, which are non-refundable. If you receive a refund and we have arranged a courier to collect the item from you, the cost of return shopping will be deducted from the refund.

For collections of fires and fireplaces (excluding Hawnby /New Hawnby 48″, 60″ & 68″ Rosedale S, M and L;XL):

• England, Wales and Mainland Scotland – £45 carriage
• Scottish Highlands and Northern Ireland – £60 carriage
• Scottish Offshore, Isle Of Man, Shetlands Islands, Isle Of Scilly, Orkney, Jersey and Guernsey – £75 carriage
• North Ireland-£80 carriage
• Ireland and Europe- £100 carriage

For collections of Hawnby /New Hawnby 48″, 60″ or 68″ recessed fires and Rosedale S, M, L and XL built-in fires:

• England, Wales and Mainland Scotland – £120 carriage
• Scottish Highlands and Northern Ireland – £150 carriage
• Ireland and Europe- £150 carriage

Please contact us for pricing outside of these parameters

To help prevent damage to the item in transit, please ensure that:

1. Screws/fixings are removed from MDF suite pieces/brackets and placed into the original polythene bags.
   1. Prevent the painted surfaces from facing together.
   2. Fill the original packaging with polystyrene to secure the parts in transit.
2. Place models with stone/crystal/log sets into the original bag/box and secure them appropriately.
3. Cover fire units with original polythene bags and fit them into the box using specially shaped polystyrene.
4. Brackets are fixed to be removed from fire units and placed separately into the box to allow the fire unit to fit into the polystyrene correctly.
5. Plug is secured with original packaging and placed into the box away from the fire unit, so it cannot cause dents. Some models have a plug insert on the side of the metal unit; the plug can be taped into this.
6. Glass panels (for wall-mounted fires) must be placed facing the correct direction and fit within the specially sized polystyrene packaging.