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Delivery, Cancellations & Returns

Many of our products are dispatched from the manufacturers directly, and each have varying terms and conditions on how Delivery, Cancellations & Returns are managed, as per below.

If you have any further questions, please don’t hesitate to contact us.

Adezz Terms & Conditions

14 – 28 full working days.
  • Cancel within the first 24 hours of purchase for the best chance of not incurring a charge for the product return to the warehouse.
  • Cancellation will be free of charge until the point that the product is dispatched. After dispatch, a fee set by the supplier will be the customer's responsibility.
  • Contact us to cancel your order.
  • Products will only be replaced if they are damaged in transit. Please refer to the Damages or missing items section.
  • Returns and exchanges after dispatch of the product will incur a cost that the customer will be liable for.
  • Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours. Once Adezz are satisfied that the product has been damaged in transit and not by the customer the following decisions can be made:
    • A replacement can be sent out if possible. This will not be possible in all cases.
    • A refund will be issued once Adezz provides confirmation.
  • In some cases, we may require you to destroy the product and provide photographic evidence before we are able to issue a refund.
  • We do not accept returns or issue refunds on damaged products after use unless it explicitly states the product comes with a warranty or guarantee.
  • We do not collect damaged items, even when replacing damaged products.

Gardeco Terms & Conditions

7 – 14 full working days.
Unfortunately we have to charge extra for certain UK delivery zones for large Gardeco products:
  • Zone 1 – £15.00 (Inc VAT)
  • Mid Scotland – £54.00 (Inc VAT)
  • North Scotland Mainland – £66.00 (Inc VAT)
  • Orkney & Shetland (Mainland) – £108.00 (Inc VAT)
  • Orkney & Shetland (Outer Isles) – £144.00 (Inc VAT)
  • Lewis & Skye – £108.00 (Inc VAT)
  • Harris – £156.00 (Inc VAT)
  • Uist – £156.00 (Inc VAT)
  • Mull & Islay – £174.00 (Inc VAT)
  • Arran & Cumbrae – £156.00 (Inc VAT)
  • All other Western Isles – £192.00 (Inc VAT)
  • Northern Ireland – £54.00 (Inc VAT)
  • Dublin – £66.00 (Inc VAT)
  • Isle of Wight – £66.00 (Inc VAT)
  • Jersey & Guernsey – £72.00 (Inc VAT)
  • Alderney, Sark & Herm – £132.00 (Inc VAT)
  • St Mary’s & Scilly – £198.00 (Inc VAT)
There is a fixed cost of £4.99 nationwide delivery costs for small accessory products. During checkout - before confirming order or making payment - you can use our shipping calculator to determine if your order will be subject to any shipping fees.
  • Cancel within the first 24 hours of purchase for the best chance of not incurring a charge for the product return to the warehouse.
  • Cancellation will be free of charge until the point that the product is dispatched. After dispatch, a fee set by the supplier will be the customer's responsibility.
  • Contact us to cancel your order.
  • Purchased and delivered products can be returned or exchanged unless it is stated otherwise for an individual product. Unfortunately, returns will be subject to a return pick-up fee, which will be set by a courier service.
  • If you are not happy with the product and there is no evidence of damage, and if it is permitted to be returned, we can offer you a full refund, minus the cost of the return delivery.
  • Once the product returns safely to the warehouse a refund will be issued. We can arrange the returns at a cost starting at £40 and increasing depending on the postcode. If it returns to the warehouse damaged a refund will not be issued.
  • After purchase, you can cancel within 12 hours without incurring a fee for the return of your product. Any cancellation after 12 hours of purchase may incur a £40 charge for return.
  • Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
  • We reserve the right to not issue full or partial refunds if:
    • You want to return a product that does not have a defect
    • You refuse to return the product to our supplier’s depot
    • You do not keep the original packaging for return and collection.
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours.
  • Images of damaged item are sent to the supplier who determines the outcomes – if they deem the product fit for use due to naturally occurring damage that does not impact the product use, we will not be able to exchange or refund the product. Otherwise, we will provide a replacement or full refund on the date we pick up the damaged product.
  • In some cases, we may require you to destroy the product and provide photographic evidence before we are able to issue a refund.
  • Once a product has been purchased and used, we reserve the right to not refund, exchange or accept returns for any damages to the product.
  • We do not collect damaged items, even when replacing damaged products.

Chimalin AFC Products

We offer a 5-year guarantee against cracking on all Chimalin AFC Products due to thermal shock. Thermal shock is cracking due to fire damage. If your Chimalin AFC product cracks due to thermal shock please contact us with photographs. Once Gardeco are satisfied the product was damaged in transit and not by the customer, a replacement will be sent.

Herschel Terms & Conditions

1 - 3 full working days.
  • Cancel within the first 24 hours of purchase for the best chance of not incurring a charge for the product return to the warehouse.
  • Cancellation will be free of charge until the point that the product is dispatched. After dispatch, a fee set by the supplier will be the customer's responsibility.
  • Contact us to cancel your order.
  • Returns on selected products depend on their individual warranties, the length of which varies by product.
  • Herschel shall have no liability for any costs of installation, removal or inspection costs incurred by the Buyer or any third party in respect of any warranty claim.
  • The warranty will be invalidated due to improper use, damage, the supply voltage in excess of the stated input voltage or faulty handling by you.
  • Exchanges within 30 days can be possible on selected products.
  • Contact us to arrange a return or exchange.
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours.
  • Upon the Products(s) unboxing - If there are missing, faulty, or damaged parts please contact us and send photographs within 24 hours of receiving your product. A member of the Outdoor Heat technical team will then review and advise on the next steps.
  • If a product has a defect and is still within the warranty period please contact us within 14 days of discovering the defect. Please send a detailed description and images where possible.
  • If damages are plainly cosmetic, we may offer a discount.
  • If a part or product displays sufficient damage (e.g. structural), is broken or missing upon unboxing. Pictures are also required, and we will arrange a replacement part to be dispatched as soon as possible.

Ivyline Terms & Conditions

5 – 7 full working days.
  • Cancel within the first 24 hours of purchase for the best chance of not incurring a charge for the product return to the warehouse.
  • Cancellation will be free of charge until the point that the product is dispatched. After dispatch, a fee set by the supplier will be the customer's responsibility.
  • Contact us to cancel your order.
  • Purchased and delivered products can be returned or exchanged unless it is stated otherwise for an individual product. Unfortunately, returns will be subject to a return pick-up fee, which will be set by a courier service.
  • If you are not happy with the product and there is no evidence of damage, and if it is permitted to be returned, we can offer you a full refund, minus the cost of the return delivery.
  • Once the product returns safely to the warehouse a refund will be issued. We can arrange the returns at a cost starting at £40 and increasing depending on the postcode. If it returns to the warehouse damaged a refund will not be issued.
  • Contact us to return or exchange a product.
  • Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
  • We reserve the right to not issue full or partial refunds if:
    • You want to return a product that does not have a defect
    • You refuse to return the product to our supplier’s depot
    • You do not keep the original packaging for return and collection
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours.
  • Once a product has been purchased and used, we reserve the right to not refund, exchange or accept returns for any damages to the product.
  • If your product is missing parts please contact us immediately.
  • Images of damaged item are sent to the supplier who determines the outcomes – if they deem the product fit for use due to naturally occurring damage that does not impact the product use, we will not be able to exchange or refund the product. Otherwise, we will provide a replacement or full refund on the date we pick up the damaged product.

North Star Blacksmith Terms & Conditions

3 – 4 weeks (these products are made to order).
  • North Black Star products are made to order, cancellation on the same day is possible depending on if materials have already been purchased.
  • Once materials have been purchased cancellation will not be possible and the customer will be liable for the cost of materials.
  • Purchased and delivered products can be returned or exchanged unless it is stated otherwise for an individual product. Unfortunately, returns will be subject to a return pick-up fee, which will be set by a courier service.If you are not happy with the product and there is no evidence of damage, and if it is permitted to be returned, we can offer you a full refund, minus the cost of the return delivery.
  • Once the product returns safely to the warehouse a refund will be issued. We can arrange the returns at a cost starting at £40 and increasing depending on the postcode. If returns to the warehouse are damaged a refund will not be issued.
  • Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
  • We reserve the right to not issue full or partial refunds if:
    • You want to return a product that does not have a defect
    • You refuse to return the product to our supplier’s depot
    • You do not keep the original packaging for return and collection.
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours.
  • Once a product has been purchased and used, we reserve the right to not refund, exchange or accept returns for any damages to the product.
  • If your product is missing parts please contact us immediately.
  • Images of damaged item are sent to the supplier who determines the outcomes – if they deem the product fit for use due to naturally occurring damage that does not impact the product use, we will not be able to exchange or refund the product. Otherwise, we will provide a replacement or full refund on the date we pick up the damaged product.

Oxi-Fire Terms & Conditions

5 – 7 full working days.
  • Cancel within the first 24 hours of purchase for the best chance of not incurring a charge for the product return to the warehouse.
  • Cancellation will be free of charge until the point that the product is dispatched. After dispatch, a fee set by the supplier will be the customer's responsibility.
  • Contact us to cancel your order.
We love our products and are confident that you will too. But in the unlikely event that you're not 100% happy, we offer a 'no quibble' 14 day returns policy from the day that you receive your order on unused products. Simply contact us first so that we know to expect your return, and then return your goods, unused, undamaged and in their original packaging. Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
Your satisfaction with our service and products is our top priority. We rarely have problems with our products, but it does happen. If your item is damaged or defective in some way, we’ll do our utmost to make sure you’re taken care of.
  • If you have received damaged Items on delivery - please contact us and send us photographs within 48 hours.
  • Once a product has been purchased and used, we reserve the right to not refund, exchange or accept returns for any damages to the product.
  • If your product is missing parts please contact us immediately.
  • Images of damaged item are sent to the supplier who determines the outcomes – if they deem the product fit for use due to naturally occurring damage that does not impact the product use, we will not be able to exchange or refund the product. Otherwise, we will provide a replacement or full refund on the date we pick up the damaged product.

Woolly FireWood Terms & Conditions

5 – 7 full working days.
If for whatever reason you are unhappy with the quality of your firewood. Please feel free to Contact us and we would be happy to offer a free exchange or refund. Please note that return carriage is at your own expense and risk - we cannot be held liable for any damage or loss when goods are in transit back to us.
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