Cancellations and Returns

Mail order, telephone and internet sales to private individuals are covered by the Consumer Protection or Distance Selling Regulations (2000), which protects you by providing a 7 day 'cooling off' period commencing the day after the product has been delivered. You have the right to cancel your order at any time, should you wish to do so we ask that you notify us in writing to the following e-mail address: We aim to be as fair and honest as possible with our customers which is why we have outlined this very simple table outlining our Cancellation & Return charges so you know where you stand should you need to cancel or return an item:

  Cancelling an Order - Within 24hours of placing the order

  Full Refund Issued

  Cancelling an Order - Before order is dispatched from us

  Full Refund Issued*

  Cancelling an Order - While goods are in transit

  Full Refund Issued* – Less any return costs

Your 7 day ‘cooling off’ period commences the day after you have received the goods

  Returning an Order - Within 7 day period

  Full Refund Issued*

  Returning an Order - After 7 day period

  Partial Refund Issued, Less Restocking fee (see below)*

  Returning an Order - After 30 days

  Subject to our discretion, contact us for more information

*Some of the products that we offer are ‘Special Order Items’ which means that we are unable to offer a full refund once an order has been placed to our supplier. (i.e. if you have a stove painted in a colour other than that supplied by the manufacture)  Cancellation & return charges for Special orders:

Stoves painted black: fees as above,   Stove painted other then black: 50% of item price.

for more information please contact a member of the customer services team.

Customers are responsible for returning goods and the costs associated in doing so back to Red Oak Fires Ltd. Returned goods must be unmarked and free from blemishes of any kind, the total refundable amount is dependant on goods being returned to us in the same ‘good condition’ that they were received in (we would advise keeping all packaging if you are considering retuning an item). We can collect items if you are unable to send them back to us (this is a chargeable service, and will be deducted from your refund) please speak to a member of our customer services team for more information on cancelling an order. Providing we have received the goods back in ‘good condition’ with a valid returns note, refunds will be issued within 72hours.

Restocking Fees:

Restocking charges are outlined below, and are based on the order total. All restocking fees will be deducted from your refund, and will be issued by the same means that you paid.

  Under £400

  25% of the Item Price

  £400 - £1500

  £90 Flat Charge

  Over £1500

  £180 Flat Charge