Refunds and Return Policy

Firepit Haven – Refund & Returns Policy

At Firepit Haven, we want you to shop with confidence. If something isn’t right, we’ll work with you to resolve it quickly and fairly.

1. Your Right to Cancel and Return (28 Days Total for UK Customers)

Under the Consumer Contracts Regulations 2013, UK customers have a total of 28 days in relation to cancelling and returning an order.

This 28-day period is broken down into:

  • 14 days to notify us that you wish to cancel your order after receiving your item
  • An additional 14 days to return the item once cancellation has been confirmed

To exercise your right to cancel, please contact support@firepithaven.co.uk with your order number within the initial 14-day notification period.

If you cancel within this timeframe, you are entitled to receive:

  • A full refund of the product price
  • The standard delivery cost paid (if applicable)

Refunds will be processed within 5 days of receiving the returned goods or valid proof of return.

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

2. Condition of Returned Goods

Items must be returned:

  • Unused and unassembled

  • In original packaging

  • In a resaleable condition

You are responsible for any reduction in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and function.

Returns that show signs of use, installation, weather exposure, or damage may be refused or subject to deductions.

3. Returns Beyond 14 Days

Returns requested after the 14-day cancellation period may be accepted at our discretion, depending on the product and supplier policies.

If approved, we will confirm any applicable conditions, including return shipping costs or restocking fees before proceeding.

In some cases, a partial refund or alternative resolution may be offered instead of a return.

4. Return Costs & Large Item Handling

  • Customers are responsible for return shipping unless the item is faulty or incorrect

  • Large or heavy items must be:

    • Securely packaged

    • Returned via a tracked and insured courier

    • Returned on a pallet if originally delivered on a pallet

Items returned damaged due to inadequate packaging may be subject to deductions.

5. Restocking Fees

To cover handling and logistics costs:

  • A restocking fee of up to 15% may apply to non-faulty returns

  • This will be confirmed before return approval

No restocking fees apply to faulty, damaged, or incorrect items.

6. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

We will arrange a repair, replacement, or full refund where appropriate, at no cost to you.

7. Return Process

All returns must be approved before being sent back.

To arrange a return:

  1. Email support@firepithaven.co.uk with your order details

  2. Provide photos if requested

  3. Wait for your return approval and instructions

Returns sent without prior approval may be refused.

8. Non-Returnable Items

We may not accept returns for:

  • Custom-made or personalised products

  • Items that have been used, assembled, or installed

  • Products exposed to outdoor conditions (including weather, smoke, or ash)

  • Sealed goods not suitable for return once opened

This does not affect your statutory rights.

9. Refunds

  • Refunds are issued to the original payment method

  • Processed within 5–7 working days after inspection

  • Confirmation will be sent once completed

10. Warranty

All products include a minimum 12-month manufacturer’s warranty.

This is in addition to your statutory rights.

11. Contact Us

Firepit Haven Support Team
support@firepithaven.co.uk
www.firepithaven.co.uk

Your statutory rights are not affected by this policy.