1. You may cancel your order at any time provided that you exercise your right and notify us no longer than seven working days after the day on which you receive the Goods by either:

2. If you have received the Goods before you cancel your order you must return the Goods to us at your own cost and risk to the address supplied by us. You should obtain proof of postage/tracking information and have adequate insurance in place.

3. Orders placed for goods made to customer's specifications or clearly personalised or non-stocked goods specifically ordered at the customer's request (Special Order Goods) cannot be cancelled. You will be advised by email or phone should your order contain any of these items.

4. You may return Goods for any reason within 30 days from the date of delivery / collection provided that the following conditions are satisfied:

  • Goods will only be accepted if you have taken reasonable care of them and they are unused
  • Goods must be returned in their original packaging and must be in a saleable condition
  • You must supply the advice note accompanying the Goods or other proof of purchase (order confirmation emails are not acceptable as proof of purchase).

5. Before returning any Goods you must contact us either by:

  • email [email protected]; or
  • calling 03333 05 3333; or
  • calling the Flame branch from which the Goods were despatched or collected (these details can be found on the delivery note accompanying the Goods) to tell us that the Goods are being returned and to obtain details of the branch/address that the Goods should be returned to.

6. Except where otherwise agreed, you are responsible for returning the Goods to us. We ask that you please ensure that you obtain proof of postage/tracking information with adequate insurance in place.

7. Where Goods have been damaged whilst in your possession we shall not be obliged to accept the return of those Goods. In such circumstances, we will notify you that the Goods are available for re-collection or re-delivery for which you shall be liable for any reasonable delivery charges incurred.

8. The Company cannot offer refunds or accept returns on the following (unless there is a manufacturing fault):

  • Special Order Goods (i.e. goods that have been ordered to your specification)
  • Sealed items that have been opened, electronic components i.e printed circuit boards and gas carrying parts.

9. In the unlikely event that a product is faulty or it has been damaged during delivery, we will exchange the product or provide you with a full refund together and any reasonable costs you incur in returning the item to us. Notification of any defect must be made within a reasonable time. All products returned as faulty will be returned to the manufacturer for testing before we can process a refund.

  • exceptions to this are any products that carry an extended manufacturer warranty such as boilers, water heaters. This list is not exhaustive and you will be advised of the correct course of action when you make contact with us.

10. If you return Goods to us:

  • because you have cancelled the Contract between us within seven working days following the date of delivery; or
  • for any other reason (save where the Goods are faulty) within 14 days from the date of delivery or collection, we will process the refund due to you as soon as possible. In instances of you cancelling the order all costs involved in returning the Goods to us are to be borne by you. You must ensure you obtain proof of postage/tracking information and that the goods are covered by adequate insurance.

11. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.