Refund policy

Returns Policy

Æmyr™ products are specialist, design-led fire, heating and home pieces, supplied via direct fulfilment from our manufacturing partners. Many items are large-format, made to order, specially ordered, or configured for each customer.

As such, returns are managed differently from standard homeware items.

Please read the information below carefully before placing an order.

Your Right to Cancel — UK Consumers

In line with UK Consumer Contracts Regulations, you may request to cancel your order within 14 days of delivery, subject to the exclusions and conditions set out below.

To exercise this right, you must notify us in writing within 14 days of receiving your order. You then have a further 14 days to return the item.

This right does not apply to goods made to your specifications, clearly personalised items, or certain special-order products where this has been confirmed before dispatch.

Change-of-Mind Returns

We understand that circumstances can change. However, due to the nature of fireplaces, heating products and large-format home pieces, change-of-mind returns are subject to strict conditions.

To be eligible, items must be:

  • unused, unassembled, and never filled with fuel or ignited
  • uninstalled and unmodified
  • returned complete, with all accessories, fixings and manuals
  • returned in original packaging and in a condition suitable for resale

Return shipping costs are the responsibility of the customer and are non-refundable.

We strongly recommend using an insured, trackable return service. Large-format items may require specialist courier collection, which will be at the customer’s cost unless the item is faulty, damaged or incorrect.

Where an item has been handled beyond what is necessary to inspect it, used, damaged, installed, assembled, modified, test-burned, filled with fuel, or returned incomplete, we may make a deduction from the refund to reflect any reduction in value.

Products Excluded from Change-of-Mind Returns

The following items are not eligible for change-of-mind returns, unless faulty:

  • made-to-order or personalised products
  • special-order fireplaces or products sourced specifically for your order
  • ceiling-suspended, wall-mounted or installed fires once unpacked, assembled or installation has begun
  • fireplaces delivered on pallets once removed from pallet packaging, unless return packaging and safe transport can be agreed
  • products that have been test-burned, filled with fuel, installed, modified or used
  • accessories and configuration components, including extension rods, brackets, fixings and mounting parts, once dispatched
  • clearance, final-sale or discounted items where marked as non-returnable before purchase
  • commercial, trade or business purchases
  • manufacturer-direct items confirmed as non-returnable before dispatch

This does not affect your statutory rights.

Accessories & Configuration Components

Some fireplaces require additional components such as extension rods, ceiling mounts, angled brackets or fixings.

These items are supplied separately and are not included unless explicitly stated on the product page.

Accessories and configuration components are not eligible for change-of-mind returns once dispatched, unless faulty.

Pallet & Large-Format Deliveries

Fireplaces and large-format goods delivered on pallets must be inspected carefully on arrival and before unpacking.

Once a palletised item has been unpacked, removed from its pallet packaging, installed, assembled, filled with fuel, ignited or modified, it cannot usually be returned unless a manufacturing fault is confirmed.

Please retain all packaging until you are satisfied with the item.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please notify us as soon as reasonably possible and ideally within 48 hours of delivery.

Where visible damage is present at delivery, please sign for the delivery as “damaged” or refuse the delivery where possible.

We may request clear photographs or video footage of:

  • the product
  • the packaging
  • the delivery label
  • any visible damage

Once assessed, we will arrange a repair, replacement or refund as appropriate.

Installation & Inspection

Please inspect all items before arranging installation.

Æmyr cannot accept responsibility for installation, labour, access, contractor or project delay costs incurred before goods have been inspected.

How to Request a Return

To request a return, please contact us with:

  • your order number
  • the item or items concerned
  • the reason for return
  • photographs, where relevant

Returns must be approved in writing before being sent back. Unauthorised returns may be refused.

Refund Processing

Once an approved return is received and inspected, refunds will be processed to the original payment method within 14 days, where applicable.

Original standard delivery costs will be refunded where required by law. Return shipping costs are not refundable unless the item is faulty, damaged or incorrect.

Questions or Trade Enquiries?

If you are ordering for a commercial project or trade use, please contact us before purchase so we can advise on suitability, lead times and returns eligibility.