Returns Policy – Electric-Flames

At Electric-Flames, we want you to love your purchase! However, we understand that sometimes an item may not be suitable for your needs.

That’s why we offer a 14-Day No Quibble Return Policy for your peace of mind. You have 14 days from the date of delivery to decide whether to keep your item or return it for a refund.

This policy follows the Consumer Contract Regulations (2014), giving customers who purchase online, by phone, or via a catalogue the right to cancel an order within 14 days of delivery without providing a reason.

How to Cancel Your Order

To cancel your order, simply notify us in writing via email or letter (we recommend email for a clear record). Please note that we cannot accept cancellations over the phone.

📧 Email: sales@electric-flames.co.uk

Ensuring You Choose the Right Product

Many returns happen because the wrong item was selected. Before purchasing, please:

✅ Check dimensions, specifications, and installation requirements.
✅ Contact us via email if you need help choosing the right product.
✅ Hire a qualified electrician for installation to maintain warranty coverage.

Some products require servicing directly through the manufacturer, depending on their warranty terms.

Returns Policy & Process

If you wish to return your item, follow these steps:

1️⃣ Notify us within 14 days of delivery by emailing sales@electric-flames.co.uk.
2️⃣ Our team will guide you through the return process, including:

  • Providing a returns form.
  • Requesting product images.
  • Outlining any applicable return costs.
    3️⃣ The item must be returned in its original packaging and in unused, resaleable condition. If the product is not in its original state, a partial refund deduction may apply.
    4️⃣ Refunds are processed within 5-10 days after receiving and inspecting the returned item.

Return Methods & Costs

1. Collection Arranged by Us

Since many of our products are large and heavy, we offer a collection service:

📦 Parcel Collection: £40 per parcel
📦 Pallet Collection: £140 per pallet

The return fee will be deducted from your refund. If purchased via finance, additional payment may be required if the deposit does not cover collection costs.

2. Return Arranged by You

Alternatively, you can arrange the return yourself. Please:

✔ Notify us in advance so we can confirm the correct return address.
✔ Ensure safe transportation, as some products have different return locations.

Once we receive the item, we will inspect it before processing the refund. If the item is damaged or altered, we will contact you regarding next steps.

Damaged or Faulty Products

We take every precaution to ensure your order arrives in perfect condition. However, if you receive a damaged or faulty product, follow these steps:

1️⃣ If damaged upon delivery, refuse the package and email us immediately at sales@electric-flames.co.uk (attach photos if possible).
2️⃣ If damage is found after delivery, inspect the product within 48 hours and notify us.
3️⃣ Faults within 30 days: Under the Consumer Rights Act (2015), if your product is faulty within 30 days, you are entitled to a refund, repair, or replacement. Contact us, and we’ll resolve the issue promptly.
4️⃣ Faults after 30 days: If a fault develops after 30 days, we will work with you and the manufacturer to check if the issue falls under warranty terms.

📌 Note: Repairs should only be done by a qualified electrician or the manufacturer’s service team to maintain warranty coverage.

How to Contact Us

📩 Returns & Cancellations: sales@electric-flames.co.uk
📩 Order Queries & Product Advice: sales@electric-flames.co.uk
📩 Damaged/Faulty Product Support: sales@electric-flames.co.uk

We appreciate your business and strive to make your shopping experience as smooth as possible.

🔹 Electric-Flames, part of My Living Ltd
📌 Company Number: 11324375