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Returns & Refunds

Returns & Refunds

Thank you for shopping at Expert Fires

If you are not entirely satisfied with your purchase, we are here to help. 

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to:  

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.  

Effects of Cancellation 

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. 

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. 

You will have to bear the direct cost of returning the goods. 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

To Return a Product To Us  

Please make sure that the product was received by you in the last 14 days.

Send an email to  

Your email should have the following information so that we can process a return. 

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return? 

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund. 

Sending A Return Back To Us

We reserve the right to either repair or replace the item, whichever is more financially viable for us.  

Should you wish to return any product, you must inform us in writing either by email or letter. The item(s) must be with us within 14 days, starting from the day after you receive your delivery.  The date of delivery will be recorded by the courier.

Once we have your request for a return, our customer service team will provide you with a Returns Reference number. Goods without a Returns Reference number will not be accepted. Please ensure all goods are returned with their original packaging, complete with all other associated components such as accessories and fitting instructions. Goods should be in an undamaged condition. The buyer will be responsible for arranging their own transportation for the return of the goods, including any cost involved. Please do not send any returns to our office address, as we will always provide you with the correct return address after your return has been approved.

Please note that you have a statutory duty to take reasonable care, to ensure that the goods are not damaged in transit and that we receive the goods. If reasonable care is not exercised, we may make a claim against you for not exercising this statutory duty. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price). Your refund will be made within 14 days after the day we receive back from you any goods supplied.

Where goods have already been dispatched, you shall send back the goods without undue delay and in any event, they must arrive no later than 14 days from the day on which you communicate your cancellation of the order. The deadline is met if you send back the goods before the 14 days have expired. In some cases, it may be possible to organise for goods to be collected from you. You will have to bear the direct cost of returning the goods or the collection cost, including if you refuse delivery of goods that have already been dispatched.   

Please note that made-to-order or custom products are not eligible for return.

All these conditions are in full accordance with the Consumer Protection (Distance Selling) Regulations 2000. For more information visit  (UK ONLY).  

Damaged Or Faulty Items Received By You 

If you received a damaged or faulty product, please notify us immediately for assistance.  

Contact us 

If you have any questions about our Returns and Refunds Policy, please contact us: 

  • By phone: 020 3488 7840
  • By email:

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