CANCELLATION AND RETURNS
You have the right to cancel your order from the time you place your order up to 7 days from the date of delivery. You must notify us of your wish to cancel by emailing us on email@example.com with the subject: Cancellation of Order (insert your order number here).
If your delivery has already been made and you wished to return the goods, you must contact us via email within 7 days on firstname.lastname@example.org with the subject: Cancellation of Order (insert your order number here). No refunds will be accepted on goods if more than 7 days after the delivery date. If your refund is accepted, it is then your responsibility to return the goods to our head office (The Luxury Fire Pit Co, Riverworks, Grange Lane, Sheffield S5 0DP) in a good saleable condition and at your own cost. Return of the goods must be no later than 14 days from the day on which you communicate your cancellation. We are happy to contact our delivery partners for a collection, the cost of this will be then deducted from your refund total upon return.
Once the goods have been delivered to your address you provided when purchasing, you are then responsible for the goods and are liable for any subsequent loss or damage. A deduction on the total refund will be made if the goods are returned in poor or damaged condition, this may include but not be limited to example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or because of inadequate re-packaging.
Following the cancellation of your order any monies will be refunded by the method you used to pay us where possible, and usually within 14 days of our receipt of the returned goods at our head-office address, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.
MAKING CHANGES TO YOUR ORDER
If you need to make any changes to your order, please contact us as soon as possible. Its important to understand that after changing your order it could change the delivery date of your order and the total cost of your order. Any changes to your order must be notified to us in writing (by email).
DAMAGED OR FAULTY GOODS
If your goods arrive damaged or are faulty for any reason, you are entitled to claim for a repair or replacement.
On the day of delivery it’s important to unwrap the Gas Fire Pit or Burner Kit to check for any visible damage. Please contact us within 3 days of delivery for damaged goods. We cannot accept claims of damage if not made within 3 days of delivery. This is due to the insurance we take on deliveries and the pallet courier’s we use. If it has been damaged in transit, then we only have 3 days after delivery to open a claim with the couriers. Please sent photos of damaged goods within 3 days on email@example.com with the subject: Damaged Order (insert your order number here).
If you refuse delivery as the damage is clearly visible, please notify us along with any photo evidence so that we can expect the return shipment and open a claim with the couriers.
If you later discover any defects not caused since delivery, you should notify The Luxury Fire Pit Co immediately, including photographs and a written description of the defect/s, to our email firstname.lastname@example.org using the subject: Defective Order; Please state your name, order number and postcode in any correspondence.
We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights. Once delivery has taken place, we won’t be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.
AMMENDING OR REQUESTING A DELIVERY DATE
If you need to make any changes to your delivery, it may be possible if we are given at least 48 hours’ notice before dispatch from our warehouse. However, it is not possible to make a change if the goods have already been picked and dispatched to a courier depot in advance of delivery.
If you require your Fire Pit to be delivered on a specific day, then please contact our sales team and we’ll always try our best to accommodate your request.
All Gas Fire Pit deliveries are Monday to Friday in normal business working hours. If you require delivery on a Saturday, we can offer this on request. Please note that Saturday deliveries do incur an additional charge. Please contact us prior to ordering to make any necessary arrangements.