Returns, Refunds & Cancellations

1. Definitions

Standard Product - A product supplied in its original manufacturer specification and held in stock.

Made-to-Order Product - A product manufactured, customised, ordered, or configured specifically for a customer and not normally held in stock.

Special Order Product - A product ordered specifically from a manufacturer or supplier at the customer's request.

Ex-Display Product - A product previously used for display purposes in our showroom.

Clearance Product - A product sold at a reduced price due to discontinuation, clearance, end-of-line status, or showroom clearance.

Accessories - Any flue components, trims, hearths, surrounds, frames, remote controls, or related fireplace accessories.

2. Your Right to Cancel (Distance Selling Regulations)

If you purchase goods online, by telephone, or by any other distance-selling method, you have the right to cancel your order within 14 days of receiving the goods in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify Sussex Eco Solutions in writing within the cancellation period.

Where cancellation is accepted, we will refund the purchase price of the goods, including any standard delivery charge where applicable, once the goods have been returned and inspected.

You are responsible for the cost of returning unwanted items unless otherwise agreed.

3. Conditions for Returns

To qualify for a return:

Goods must be returned within 14 days of notifying us of cancellation.
Goods must be unused and in a resalable condition.
Goods must not have been installed, connected, assembled, modified, or altered in any way.
All original packaging, manuals, accessories, and documentation must be included.
Reasonable care must have been taken whilst the goods were in your possession.

We reserve the right to make deductions from any refund where the value of the goods has been reduced due to handling beyond what is necessary to inspect them.

4. Non-Returnable Products

The following products are non-returnable unless faulty or not as described:

Made-to-order products.
Customised products.
Special order products sourced specifically for a customer.
Gas fires and appliances ordered in non-standard specifications.
Flue systems, chimney components, and installation accessories that have been specially ordered.
Bespoke fireplace surrounds, chambers, hearths, and frames.
Ex-display products.
Clearance or end-of-line products.

Where a product listing states that an item is made-to-order, bespoke, special order, clearance, or ex-display, this will take precedence over the standard cancellation rights available for stock items.

5. Damaged or Faulty Goods

Please inspect your order as soon as possible after delivery.

If your goods arrive damaged, defective, or incorrect, please notify us within 48 hours of delivery and provide photographs where possible.

We will work with the manufacturer and delivery provider to resolve the issue promptly through replacement, repair, collection, or refund as appropriate.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

6. Returning Goods

Before returning any goods, please contact us at:

Email: info@sussexecosolutions.co.uk

Telephone: 01903 714381

A member of our team will advise on the appropriate return procedure.

Customers are responsible for arranging and paying for the return of unwanted goods unless the item is faulty, damaged, or supplied incorrectly.

We strongly recommend using a tracked and insured delivery service, as Sussex Eco Solutions cannot accept responsibility for items lost or damaged during return transit.

7. Refunds

Once returned goods have been received and inspected, we will notify you of the outcome of your refund request.

Approved refunds will be processed to the original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been returned.

8. Order Cancellations Before Dispatch

Orders may be cancelled free of charge before they have been dispatched.

If a made-to-order or special-order product has already entered production, been allocated, or been ordered from the manufacturer, cancellation may not be possible and charges may apply.

9. Installer Appointments & Associated Costs

We strongly recommend that customers do not arrange installation work until all products have been delivered and thoroughly checked.

Sussex Eco Solutions shall not be liable for:

Installer cancellation charges.
Re-booking fees.
Loss of earnings.
Accommodation costs.
Any indirect or consequential losses arising from delayed deliveries, damaged goods, or order amendments.

10. Statutory Rights

Nothing in this Returns, Refunds & Cancellations Policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.