Refund policy
Last updated: October 2025
We want you to be happy with your purchase from Essex Log Burners Ltd (Company No. 14622133, VAT No. 436 6079 78). Below we explain how refunds and returns work, and what to do if there’s a problem.
1. Changing Your Mind (Cooling-Off Period)
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You have 14 days from receiving your order to change your mind.
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To cancel, email us at 📧 info@essexlogburners.co.uk within 14 days.
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Once we’ve confirmed, you have another 14 days to send the item back.
2. Important for Stoves and Appliances
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Stoves cannot be returned once they’ve been installed, connected, or used.
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You can return a stove that is unused, still in its original packaging, and has not been fitted.
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If a stove develops a fault after installation, your rights under the Consumer Rights Act 2015 apply. We will arrange repair, replacement, or refund depending on the issue.
3. What Can’t Be Returned
We cannot accept returns of:
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Custom-made or special-order products,
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Items that have been used, installed, or modified,
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Perishable items such as firewood or fuels.
- These exclusions do not affect your rights for faulty or misdescribed items.
4. How Refunds Work
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Once we receive and check your return, your refund will be made within 14 days.
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Refunds are sent back to the original payment method.
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If you only return part of your order, we’ll refund that item only.
5. Damaged, Faulty or Wrong Items
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If your order arrives damaged, faulty or not what you ordered, please let us know within 48 hours and include photos.
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In this case, we’ll cover all return costs and either:
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replace the item,
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repair it, or
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give you a full refund.
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6. Return Costs
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If you return something because you’ve changed your mind, you’ll need to cover the return postage.
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If the return is due to damage, fault or our mistake, we’ll pay all return costs.
7. Returning to the Trade Counter
You can return items in person to our Trade Counter at:
📍 Unit 28A, Alpha Garden Centre, London Road, Wickford, SS12 0JX
- Trade Counter hours: Mon–Fri, 9:00–16:00 (excluding bank holidays).
- Please contact us first so we’re ready for your return.
- Please do not send returns to the Registered Office.
8. When We May Refuse a Refund
We may reduce or refuse a refund if:
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Goods are returned used, damaged or not in their original packaging,
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Stoves have already been installed or connected,
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Returns are made outside of the allowed timeframe.
📌 We’re Here to Help
From ordering to delivery, and from returns to after-sales support, Essex Log Burners Ltd is your single point of contact.
📞 Phone: 01268 744555
📧 Email: info@essexlogburners.co.uk
📍 Address: Unit 28A, Alpha Garden Centre, London Road, Wickford, SS12 0JX
