Returns & refunds
Last updated: October 20, 2026
30-day returns on unused appliances
An unused stove, insert or furnace still in its original crate can be returned within 30 days of delivery. Because these are heavy freight items, return shipping is arranged by us and the freight cost (typically $150–$350 depending on the unit and your location) is deducted from the refund, along with a 15% restocking fee charged by the distributor.
What can’t be returned
- Appliances that have been installed, fired or had the crate and packaging discarded
- Special-order models and custom finishes
- Chimney and venting components that have been cut or assembled
Wrong, damaged or defective on arrival
If we shipped the wrong model, or the unit arrives damaged or defective, we cover the return freight and ship the correct unit at no cost. Report damage the day it arrives — see delivery.
How to start a return
- Email us with your order number and the reason.
- We confirm the return, the freight cost and book the collection.
- Keep the unit crated and strapped as delivered. The carrier collects it from the kerbside.
Refunds
Once the unit is received and checked by the distributor we refund the original payment method within 7 business days.