*Refund and Returns Policy*
*30-Day Commercial Return Policy We offer an extended 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy is offered in addition to your statutory rights under UK law.*
To be eligible for a return under this commercial policy, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
*How to Start a Return To start a return, please contact our customer support team at [email protected]*.
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
*Return Address Please send your returns to our UK warehouse at the following address: Attn: Returns Department, Dimplex Stoves, United Kingdom Tel: *
You can always contact us for any return questions at [email protected].
*Damages and Issues (Your Statutory Rights) Please inspect your order upon reception. Under the UK Consumer Rights Act 2015*, goods must be as described, fit for purpose, and of satisfactory quality. Please contact us immediately if the item is defective, damaged, or if you receive the wrong item. If your item is faulty, you have a statutory right to reject it and receive a full refund. We will cover the return shipping costs for any faulty or damaged goods.
*Right to Cancel (Statutory Cooling-off Period) Notwithstanding our 30-day commercial policy, under the Consumer Contracts Regulations 2013, you have the statutory right to cancel or return your order within 14 days of receiving your goods, for any reason and without a justification. The cooling-off period expires 14 days after the day on which you (or a third party indicated by you) acquire physical possession of the goods. To exercise this right, simply contact us at [email protected]*.
*Exceptions / Non-returnable Items* Certain types of items cannot be returned due to hygiene, safety, or legal reasons, including:
Unfortunately, we cannot accept returns on sale items or gift cards unless they are faulty.
*Exchanges* The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
*Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. We adhere to UK regulations and will process your refund within 14 days* of receiving the goods back. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at [email protected].