Returns and Refunds

Returns and Refunds

1. Faulty or Damaged Items

  • Inspection and Reporting

    • All goods must be inspected upon receipt.
    • If items appear damaged, please sign for them as damaged and report the issue to Fire Bliss within 30 days of delivery.
    • Claims submitted after 30 days cannot be honored.
    • By signing for goods without noting damage, you acknowledge they arrived in good condition.

  • Eligibility

    • The product must be complete with all original components and accessories.
    • No repairs or alterations may be attempted by the customer.
    • No unauthorized modifications are permitted.

  • Return Postage

    • The customer is responsible for safely returning the item in its original condition.
    • Return postage is paid by the customer.

2. Unwanted Items

  • Notification

    • You must inform us within 30 days of receipt if you wish to return an unwanted item.
    • Please email or call our customer support before sending any returns.

  • Restocking Fee

    • All Products sold by Fire Bliss are subject to a 20% restocking fee, deducted from the final refund.
    • Fire Bliss does not arrange collections for returns.

  • Condition

    • Items must be unused and in resalable condition.
    • Returned goods should be packaged securely to avoid damage in transit.
    • If the item shows signs of use, damage, or missing parts, Fire Bliss may deduct an appropriate amount from any refund due.

  • Cut-to-Order Items

    • Products custom-cut to order (e.g., flexible flue liner, stove rope, stove glass) cannot be returned or refunded, as they cannot be resold.

  • Refund Timing

    • We will refund/credit or replace any unwanted items within 14 days of receiving them in acceptable condition.

3. Refunds

  • Approval & Processing

    • Once your return is received and inspected, we will notify you of approval or refusal (in full or partial).
    • If approved, refunds are issued to your original payment method within 14 business days.

  • Bank/Credit Card Processing

    • Please note it may take additional time for your bank or credit card company to process and post the refund.

  • Contact Us

    • If more than 15 business days have passed since receiving your refund approval but you have not seen the funds, please contact us at info@firebliss.co.uk.

4. Contact Us

If you have questions about your order status, need to arrange special delivery instructions, or have concerns about your shipment, please reach out:

  • Phone: 0333 880 9570
  • Email: info@firebliss.co.uk
  • Customer Service Hours: Mon–Fri, 9:00 AM – 5:00 PM GMT