REFUND POLICY

Refund Policy – OnlineStoves.co.uk
Last updated: [Insert date]
This Refund Policy explains how Online Stoves and Fires Ltd (“we”, “us”, “our”) handles returns, cancellations, and refunds for products purchased through www.onlinestoves.co.uk. By placing an order with us, you agree to the terms outlined in this policy.
________________________________________
1. Company Information
Trading Name: OnlineStoves.co.uk
Registered Company Name: Online Stoves and Fires Ltd
Company Number: 15528860
Registered and Trading Address: 48 Walker Lane, Sutton, Macclesfield, SK11 0DZ
Telephone: 0161 399 3607
Email: support@onlinestoves.co.uk
________________________________________
2. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods.
•    To cancel, you must inform us within this 14-day period.
•    You then have an additional 14 days to return the items to us at your own cost.
•    Upon receipt of returned goods, we will process your refund within 14 days.
Important: A 25% restocking fee will be applied to all returns unless the item is faulty.
________________________________________
3. Faulty or Misdescribed Goods
If your goods are faulty, not as described, or do not perform their intended function:
•    You are entitled to a full refund if returned within 30 days of receipt.
•    If a fault is discovered after 30 days but within 6 months, you are entitled to a repair or replacement.
•    If we cannot repair or replace the item, you are entitled to a full refund.
•    After 6 months, you may still return faulty goods, but you must prove the fault was present on delivery.
________________________________________
4. Deposit Payments
•    All deposit payments made to OnlineStoves.co.uk are non-refundable.
•    Deposits can be transferred towards the purchase of an alternative product, provided arrangements are made within a reasonable timeframe.
•    This policy does not affect your statutory rights under UK consumer law.
________________________________________
5. Exemptions from Cancellation
Certain goods are exempt from the right to cancel, including:
•    Personalised or custom-made items
•    Bespoke fixtures or fittings
•    Items with colour, height, or configuration options selected specifically for the customer
________________________________________
6. Proof of Purchase
To process a return or refund, we may require proof of purchase, such as:
•    Sales receipt
•    Bank statement showing the purchase
________________________________________
7. Refund Process
•    Refunds will be credited to the original method of payment.
•    Returns sent by someone other than the buyer may not be accepted.
•    All refunds are processed in accordance with UK consumer protection laws, including the Consumer Rights Act 2015.
________________________________________
8. Reporting Issues
If you encounter any issues with your order, please contact our customer support team immediately:
Online Stoves and Fires Ltd
48 Walker Lane, Sutton, Macclesfield, SK11 0DZ
📞 0161 399 3607
📧 support@onlinestoves.co.uk