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Cancellations and Returns Policy

For mail order, telephone, and internet sales to individuals (not businesses), the Consumer Contracts Regulations 2014 apply, affording a 14 working day cooling-off period from the day after product delivery. Customers may cancel orders within the placement period and up to 14 working days after delivery. To initiate a cancellation, communicate in writing via post or email to returns@logburners.co.uk (avoid using any other email address) and include the Order Number. Per the Consumer Contracts Regulations 2014, refunds should be processed within 14 working days of cancellation, usually within 7 working days after cancellation or upon safe return of goods, whichever is later. Retaining packaging is advised, as returning items without proper packaging may prove challenging. Goods must be in an unused, uninstalled, and unmarked condition, returned in a saleable state. Special order items, such as spare parts and painted appliances, are non-returnable and non-refundable. The cost of returning items is the customer’s responsibility.

Due to the payment systems we use – Stripe & PayPal – a 5% admin fee is applicable for all order cancellations.

Our Returns Policy

We strive to deliver goods in excellent condition, especially for heavy and fragile products requiring careful handling until installation. We offer free repair or replacement for any item found defective or damaged before or during delivery, in addition to the manufacturer’s guarantee. However, we cannot accept returns for products damaged after delivery. To return a purchase due to a change of mind, email returns@logburners.co.uk within 30 days, including your order number and receipt date. Confirm that the goods are in original packaging, unused, and available for inspection. Failure to comply will result in no return number or returns address being issued. Returned items must be sent via recorded delivery. Please note, we cannot participate in the UK VAT Retail Export Scheme, and all bespoke stoves made to order or in special colours are non-returnable due to them being special ordered products.

Limitation of Liability: We are not responsible for any costs incurred by you or any loss of earnings. For instance, if a delivery is delayed and you have to rebook an installer, we are not liable for any extra charges imposed by the installer. It is recommended not to book an installer until you have received the goods. Additionally, we are not responsible for any loss of earnings resulting from taking time off work to accept a delivery, even if it is late or delayed.