Return Policy · Blue Flame Ember Ltd

1. Overview

At Blue Flame Ember Ltd, we want every customer to be fully satisfied with their purchase. If for any reason you are not happy with your product, you may request a return within 30 days from the date of delivery.

This return policy applies to all products purchased directly from: https://blueflameember.com.

2. Eligibility for returns

We accept returns in the following cases:

• New, unused products in original condition.
• Defective products (manufacturing defects or damage during delivery).

We do not accept returns for:

• Products that have been used, fired or installed.
• Products damaged by incorrect installation, handling or misuse.
• Products without original packaging or with missing parts and accessories.

All fireplaces should be returned in their original packaging where possible, including: burner, glass panels, screws and mounting kit, and the instruction manual. For defective items, original packaging is preferred but not strictly required.

3. Return window

Customers have 30 days from the date they receive the product to request a return. After this period, we may not be able to accept the return, except where required by applicable law.

4. Return method

Returns are accepted by mail (courier) only. We do not offer in-store returns or returns via third-party collection points.

For non-defective products, customers are responsible for arranging and paying for the return postage. For defective products, Blue Flame Ember Ltd will cover the reasonable cost of return shipping, subject to prior agreement.

5. Return shipping costs

Non-defective products:

• The customer is responsible for the cost of return shipping.
• We recommend using a tracked courier service and keeping proof of postage.

Defective products:

• If the product is confirmed to be defective or damaged on arrival, Blue Flame Ember Ltd will cover the cost of return shipping or provide a prepaid solution, depending on the case.

6. Refunds

Once the returned product is received and inspected, we will process your refund within 5–7 working days.

Refunds are issued to the original payment method used for the purchase. Please note that your bank or card issuer may require additional time to post the refund to your account.

7. Restocking fee

We do not charge a restocking fee for eligible returns that meet the conditions of this policy.

8. Exchanges

We currently do not offer direct product exchanges. If you would like a different model, please request a refund for your existing order (subject to this policy) and place a new order for the desired product.

9. How to request a return

To request a return, please contact us by email or phone with the following information:

• Full name
• Order number
• Product name
• Reason for return
• Photos of the product and packaging (especially if defective or damaged)

Contact details:

• Email: sales@blueflameember.com
• Phone: +44 7412 005707

10. Company details

Blue Flame Ember Ltd

Company number: 16660992

EORI: GB161784490000

Country: United Kingdom