Returns Policy - The Hearth Store

Effective Date: 15/09/2025

Website: www.thehearthstore.co.uk

Our Commitment

At The Hearth Store, we want you to be completely satisfied with your purchase. This returns policy explains your rights and our procedures for returning products purchased from our website

Standard Return Terms

Return Period

You have 30 days from the date of delivery to return eligible items
Items must be returned in their original condition, unused, and in original packaging
All original accessories, manuals, and documentation must be included

Eligible Items

Standard return terms apply to:

Stock fireplaces and stoves
Standard hearth accessories
Tools and hardware
Decorative items
Pre-manufactured stone and tile products

Return Process

Contact us first: email returns@thehearthstore.co.uk or call 01622 747040 to obtain a Return Merchandise Authorisation (RMA) number
Package items securely: use original packaging where possible; you are responsible for return shipping costs unless the item is defective
Include documentation: attach your RMA number and original invoice/receipt
Arrange collection: for large items, we can arrange collection for an additional fee

Special Terms - Bespoke Stone Products

Non-Returnable Items

The following bespoke stone products are NON-RETURNABLE once production has commenced:

Custom-cut hearth stones measured to customer specifications
Bespoke fireplace surrounds cut to customer dimensions
Made-to-measure stone mantels
Any stone product cut, shaped, or modified to customer requirements
Custom engraved or personalised stone items

Bespoke Stone Policy Details

Final Sale: All bespoke stone products are sold as final sale items
Measurement Responsibility: Customers are responsible for providing accurate measurements
Approval Process: Technical drawings and specifications will be provided for customer approval before cutting begins
Defective Items only: Returns will only be accepted if the item is damaged in transit or fails to meet the approved specifications due to our manufacturing error

Before Ordering Bespoke Stone

Double check all measurements with a qualified professional
Review and approve all technical drawings before production
Understand that changes cannot be made once cutting has begun
Consider consulting with our technical team for measurement verification

Refunds and Processing

Standard Items

Full refund (minus original shipping costs) for items returned within 30 days
Refunds processed within 5-7 business days after we receive and inspect returned items
Original payment method will be credited

Damaged or Defective Items

Full refund including shipping costs
We will arrange and pay for return shipping
Replacement items sent at no additional cost

Return Shipping Costs

Customer responsible for return shipping unless item is defective
We recommend using tracked, insured shipping services
Risk of loss or damage during return shipping lies with customer

Exclusions and Restrictions

Items that cannot be Returned

Bespoke stone products (as detailed above)
Items damaged by misuse or normal wear
Products installed or used contrary to the manufacturer instructions
Items without original packaging or RMA number
Products returned after 30-day period
Custom electrical installations

Restocking Fees

Large items (over 50kg): 15% restocking fee may apply
Special order items: 20% restocking fee
No restocking fee for defective items or our errors

Installation and Technical Support

Professional Installation Recommended

We strongly recommend professional installation for all fireplace and stove products
Incorrect installation may void warranty and return rights
Technical support available during business hours

Pre-Installation Checks

Inspect all items upon delivery before installation
Report any damage or defects within 48 hourse
Installation of damaged items may void return rights

Contact Information

Returns Department:

Email: returns@thehearthstore.co.uk

Phone: 01622 747040

Address: Unit 1, Select Business Centre, Lodge Road, Staplehurst, TN12 0QW

Business Hours:

Monday - Friday: 8:00 AM - 4:00 PM

Saturday: 9:00 AM - 12:00 PM

Sunday: CLOSED

Important Notes

This policy applies to online purchases from www.thehearthstore.co.uk
Your statutory rights under UK Consumer Rights Act 2015 are not affected
We reserve the right to refuse returns that do not meet policy requirements
Policy subject to change: current version available on our website

Consumer Rights

Under the Consumer Rights Act 2015, you have legal rights including:

Right to reject faulty goods within 30 days for full refund (this is a legal right separate from our voluntary returns policy)
Right to repair or replacement for faulty goods after 30 days
Right to partial refund if repair/replacement is not possible

For goods that do not conform to contract, these rights apply regardless of our returns policy

Last Updated: 15/09/2025

For questions about this policy, please contact our customer service team at info@thehearthstore.co.uk