Returns and Complaints

Returns and complaints

Withdrawal from the Agreement

If you are a so-called privileged buyer, meaning:

A) a consumer

B) a natural person for whom the agreement you have concluded with us is directly related to your business activity but is not of a professional nature for you

- as a rule, you have the right to withdraw from a distance agreement.

You can withdraw from the agreement by submitting a declaration of withdrawal from the agreement, for example, via an email sent to: shop@greenbiofireplaces.co.uk.

You can withdraw from the agreement within 14 days.

The 14-day period for withdrawal from the agreement begins from the moment you or a third party indicated by you, other than the carrier, takes possession of the goods, and in the case of an agreement that includes multiple goods that are delivered separately, in batches, or in parts - from the moment of taking possession of the last good, batch, or part.

To meet the deadline, it is sufficient to send the declaration before it expires.

Return the goods to us immediately at the address: Newton House Northampton, Science Park I Kings Park Road, Northampton NN3 6LG, but no later than within 14 days from the day you withdrew from the agreement.

We will refund the payments you have made immediately under the conditions specified in the Store Regulations, but no later than within 14 days from the day we received your declaration of withdrawal from the agreement.

We may withhold the refund of the payment received from you until we receive the goods back or you provide proof of their return - depending on which event occurs first.

Remember that the right to withdraw from a distance agreement does not apply to you, among others, in relation to an agreement:

in which the subject of the service is a non-prefabricated good, produced according to your specifications or serving to satisfy your individualized needs;
in which the subject of the service is a good subject to rapid spoilage or having a short shelf life;
in which the subject of the service is a good delivered in a sealed package, which after opening the package cannot be returned due to health protection or hygiene reasons, if the package was opened after delivery;
in which the subject of the service are audio or visual recordings or computer programs delivered in a sealed package, if the package was opened after delivery.

Detailed information on withdrawing from the agreement can be found in our Store Regulations.

Complaints

The following content applies to the so-called privileged buyer. If you are not one, please refer to our Store Regulations for detailed information on complaints.

In case we do not fulfill the agreement concluded with you properly, you have the right to file a complaint - preferably to the email address: shop@biofireplaces.co.uk

As a rule, we are responsible for the lack of conformity of the goods with the agreement, existing at the time of its delivery and revealed within two years from that moment.

Based on the provisions of the Consumer Rights Act, in such a situation you can demand:

a) replacement of the goods

b) repair of the goods.

In some cases, you can also:

a) withdraw from the agreement

b) make a statement about reducing the price

- you will find details in this regard in our Store Regulations.

Right to cancel (distance contracts)

In accordance with Regulation 29 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have the right to cancel a distance contract within 14 days without giving any reason. The cancellation period expires 14 days from the day on which the consumer, or a third party indicated by the consumer, acquires physical possession of the goods.

To exercise the right to cancel, the consumer must inform us of their decision to cancel the contract by a clear statement (e.g. by email or post) before the cancellation period has expired.

Handling of goods and liability for diminished value

Under Regulation 34(9) of the Consumer Contracts Regulations, the consumer is liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods, as would be allowed in a physical retail environment.

Use of a product in a manner that goes beyond basic inspection — including, but not limited to, operating a fuel-burning appliance — may be considered handling beyond what is necessary and may result in a deduction from the refund.

Deductions from refunds

In accordance with Regulation 34(9), where goods have been used and their value has been reduced as a result, we reserve the right to deduct an amount from the refund that reflects the loss in value.

In the case of used bioethanol fireplaces, returned items may require refurbishment by the manufacturer before they can be resold. The cost of refurbishment, including transport and reconditioning, represents the loss in value and may be deducted from the refund, up to the full purchase price where applicable.

Refund timing and method

In accordance with Regulation 34(5), refunds will be made without undue delay and no later than 14 days after we are informed of the consumer’s decision to cancel.

In accordance with Regulation 34(6), we may withhold the refund until we have received the goods back or the consumer has supplied evidence of having sent the goods back, whichever occurs first.

Refunds will be made using the same means of payment used for the initial transaction, unless expressly agreed otherwise.

Return of goods

Under Regulation 35, consumers must send back the goods without undue delay and in any event not later than 14 days from the day on which they communicate their cancellation to us.

Unless otherwise stated, the consumer is responsible for the direct cost of returning the goods, in accordance with Regulation 34(5).

Non-faulty goods

Where goods are as described, fit for purpose and of satisfactory quality, and no fault is present, the consumer’s statutory rights are limited to those provided under the Consumer Contracts Regulations and do not include a right to a full refund for goods that have been used beyond permitted inspection.

(Optional – highly recommended)

7. Product performance and burning time

Any stated burning times for bioethanol fireplaces are approximate and provided for guidance only. Actual performance may vary depending on environmental conditions such as temperature, humidity, ventilation and the quantity of fuel used. Such variations do not constitute a fault or non-conformity where the product otherwise matches its description.