If you need to return a product or have a problem with your order, please contact our customer service team.
Email: info@endeavourfires.co.uk
Telephone: 01723 583227
Please include your order number, if available.
This policy covers consumer purchases made directly through our website. For purchases through another marketplace, please contact us through your order on that platform. Nothing in this policy affects your statutory consumer rights.
1. 30-Day Returns & Cancellations
We offer a 30-day change-of-mind returns policy, starting from the day after delivery. Please notify us within this period if you wish to return your purchase.
For online orders, you also have a statutory right to cancel without giving a reason, from placing your order until 14 days after the day you receive it. You may unpack and inspect the product as you would in a shop. Handling beyond what is necessary may result in a deduction if it reduces the product’s value. Original packaging is recommended but is not a condition of exercising this statutory right.
For change-of-mind returns requested after the statutory cancellation period and within our 30-day policy, products must be unused, uninstalled, in their original condition and packaging, and complete with all supplied components.
To cancel or request a return, contact us by email, telephone or post. Please send the goods back within 14 days of notifying us, unless we have offered to collect them or agreed otherwise. Change-of-mind return costs are explained in Section 4.
If your order has already been dispatched
Contact us as soon as possible. We will try to stop delivery, but this may not be possible once your order is with the courier. If delivery cannot be stopped, we will explain how to arrange a return or collection.
Please contact us before refusing delivery so we can coordinate the return. Dispatch does not affect your statutory cancellation rights.
Exchanging for a different model
Please arrange the return of your original purchase with us first. We will process the return and issue any refund due before you place a new order. The applicable change-of-mind conditions and return charges will apply.
This does not affect your right to a replacement for faulty or incorrectly supplied goods.
2. Faulty, Damaged or Incorrect Products
Please inspect your fireplace after delivery and contact us promptly if it is faulty, damaged, incomplete or different from what you ordered. Include your order number or other proof of purchase, a description of the issue and photographs or a short video where possible.
Do not install or continue using a product that appears damaged or unsafe. A delay in reporting a problem does not automatically remove your statutory rights.
- Within the first 30 days: You will normally be entitled to reject a faulty, misdescribed or unfit-for-purpose product for a full refund. You may request a repair or replacement instead.
- After 30 days: You will normally be entitled to a repair or replacement at no cost, subject to the applicable legal conditions. If this fails, is unavailable or cannot be completed within a reasonable time without significant inconvenience, you may be entitled to a price reduction or to reject the product for a refund.
We arrange collection or cover reasonable return costs for valid claims involving faulty, delivery-damaged or incorrectly supplied products.
Your statutory rights are separate from any warranty and may continue after it expires. Where a repair is not covered by your statutory rights or warranty, our out-of-warranty repair service may be available.
3. Refunds and Deductions
Refunds are issued to your original payment method unless we expressly agree otherwise. We do not charge a refund processing fee.
Refund timing
| Return type | Refund timing |
|---|---|
| Statutory cancellation where you return the goods | Without undue delay and within 14 days of receiving the goods or evidence of dispatch, whichever happens first. |
| Statutory cancellation where we have offered collection | Without undue delay and within 14 days of receiving your cancellation notice. |
| Return under our additional 30-day policy | Within 14 days of receiving the returned product. |
| Refund for faulty goods | Without undue delay and within 14 days of agreeing that you are entitled to a refund. |
Your payment provider may take additional time to display the refund. Please contact us if you need help tracing it.
Original delivery charges
When you cancel your entire order under your statutory cancellation rights, we refund any basic standard delivery charge paid. Any additional amount paid for an upgraded delivery service is not refundable.
Where delivery was free, we do not deduct our original outbound delivery cost from your statutory cancellation refund.
For change-of-mind returns requested only under our additional 30-day policy, original delivery charges are not refundable.
Deductions
For statutory change-of-mind returns, we may deduct for an actual reduction in value caused by handling beyond what is necessary to inspect the product, such as installation damage or missing components. We will explain any deduction and do not apply an automatic percentage or restocking fee.
An agreed change-of-mind collection charge may also be deducted.
Please pack your return carefully. Any responsibility for damage during return transport will be assessed according to the circumstances and applicable law.
These handling deductions do not apply simply because a product is faulty. Any deduction for use when exercising a later statutory right to reject will be made only where legally permitted.
4. Return & Collection Costs
For change-of-mind returns, you are responsible for the direct return costs disclosed before purchase. This also applies when you cancel within the statutory 14-day period. You may arrange a suitable courier yourself or ask us to arrange collection.
Standard fires and fireplace suites
These charges exclude the models listed below the table.
| Collection area | Collection charge |
|---|---|
| England, Wales and mainland Scotland, excluding the Highlands | £45 |
| Scottish Highlands | £60 |
| Northern Ireland | £80 |
| Scottish offshore islands, Isle of Man, Shetland, Isles of Scilly, Orkney, Jersey and Guernsey | £75 |
| Republic of Ireland and other European destinations served | £100 |
Specialist collection arrangements
Please contact us to discuss the return before sending back:
- New Hawnby 48″, 60″ and 68″.
- Rosedale S, M, L and XL.
- Deluxe Rosedale L and XL.
These models require specific transport and packaging arrangements. The standard charges above do not apply.
The applicable return cost or estimate will be provided before purchase. If you have not received it, please contact us before ordering. Please also contact us for estimates for products or destinations not covered above.
We will confirm collection arrangements and any applicable charge before booking. Your statutory cancellation does not depend on our approval.
The change-of-mind charges do not apply to valid claims involving faulty, delivery-damaged or incorrectly supplied products. We will arrange collection or cover reasonable return costs.
5. How to Package and Return Your Fireplace
Please contact us before sending your fireplace back so we can provide packing advice and arrange collection where needed.
Return address
Appliance Development Services Ltd
T/A Endeavour Fires
Bakers Court
Hopper Hill Road
Scarborough
North Yorkshire
YO11 3YS
Packing your fireplace
- Switch off, unplug and allow the fire to cool. If it is hardwired or built in, contact us before arranging removal.
- Include all supplied components, including the remote, brackets, fixings and fuel-bed accessories.
- Secure logs, stones, crystals and fixings in separate bags or boxes.
- Protect painted surfaces and keep them from rubbing together. Remove protruding fixings only as instructed for your model.
- Wrap the fire unit and use the original shaped inserts where available, or suitable equivalent protection. Prevent movement inside the box.
- Remove brackets or glass only where the model’s packing instructions require it. Protect glass panels and position them correctly in the packaging.
- Secure the cable and plug away from glass and finished surfaces.
- Seal the packaging securely and include your name and order number. Keep proof of dispatch if you arrange the return.
If you no longer have the original packaging or need help packing safely, please contact us before arranging transport.
Optional cancellation form
You may copy this form and send it by email or post. You do not have to use it to cancel.
To: Appliance Development Services Ltd, T/A Endeavour Fires, Bakers Court, Hopper Hill Road, Scarborough, North Yorkshire, YO11 3YS
Email: info@endeavourfires.co.uk
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
__________________________________________________
Ordered on (*) / received on (*): ____________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
__________________________________________________
Signature of consumer(s), only if submitted on paper:
__________________________________________________
Date: ____________________________________________
(*) Delete as appropriate.