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Home | Refund Policy

Refund Policy

Last updated August 30, 2023

Thank you for choosing Enviro-Flame. We are committed to ensuring that our customers are satisfied with our range of fireplaces and related services. Should you feel that our product or service did not meet your expectations, we are here to assist.

If you are not entirely content with your purchase, you have the option to return it to us for a complete refund or opt for an exchange, given it aligns with our stipulations. Kindly refer to the guidelines below to better understand our Refund Policy.

Customers may request a refund for any purchase that remains unused. To initiate a refund, please reach out to us at Enviro-Flame is amenable to issuing refunds for any genuine reason, provided the claim is made within seven (7) days from the purchase date and the product remains in its original, unused condition. Further details are available below, however, refund requests submitted outside of the outlined parameters will still be duly considered.

Return, Exchange, and Repair Procedures

For any purchases made from Enviro-Flame, items should be dispatched for return within seven (7) days of the purchase date. All returned items must remain in their original, uninstalled state and be preserved in their original packaging. Products that are made to measure, bespoke, ex-display, or end-of-line, as well as any item that has been used or installed, are exempt from being returned or exchanged.

If you have received items that are incorrect due to an error in our delivery or a mismatch with our description, you have the right to return them for a refund or replacement. However, the items must be returned promptly in their original, unopened packaging with proof of purchase. You can either bring them in person during our business hours from 10:00 a.m. to 4.00 p.m., Monday to Friday, or through post or another delivery service of your choice. For mailed returns, expect a resolution within twenty-eight (28) days of our receipt.

In cases where you are not entirely satisfied with your purchase, but the items are not faulty, they can be returned within three (3) calendar days of delivery. The items should retain their original condition and packaging, accompanied by proof of purchase. You can return these either in person during our business hours or send them through a delivery service at your own cost. Mailed returns of this nature will be processed within three (3) calendar days of their receipt by us.

Should you encounter goods that are damaged or faulty upon delivery, please return them as soon as possible, ideally within a week. Notify us about the fault to facilitate the return, and remember, normal wear and tear or improper treatment are not covered under this provision. If returning faulty items up to thirty (30) days after delivery, we may request proof of the defect. For returns due to faults or damages, Enviro-Flame will aim to resolve such returns within three (3) days of receipt. If a repair is deemed necessary, we will provide an estimate within five (5) working days of receiving the returned item.

Return Process

To return an item, please email customer service at to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, place the item securely in its original packaging, then mail your return to the following address:


Attn: Returns


Unit 1 Riverside Business Park, 16 Lyon Road
Wimbledon, SW19 2RL
United Kingdom

Please be aware that the return shipping charges will be borne by you. For the security of your item, we strongly advise using a traceable shipping method. Additionally, all returns will incur a 30% restocking fee.

Refund Process

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) days from the receipt of your item to process your return or exchange. If you are eligible, you will be issued a full refund within a week of approval. Please note that items bought on a sale are exempted from returns.

You will receive the refund through the same payment method you used to make the purchase. Please note that refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

If for any reason, Enviro-Flame is unable to issue a refund via your initial payment method, we will provide the value in equivalent credit or provide an alternate method of refund. Please note that some payment methods available in your jurisdiction may not support refunding a purchase back to the original payment method.

Please note that bespoke or custom-made items will not be eligible for a refund once production has begun.

How to Request a Refund

You can request a refund or get other assistance with your purchases at


Refunds are designed to remove the risk from purchasing products – not as a way to get free products. If it appears to us that you are abusing refunds, we may stop offering them to you.

No Disparagement

You agree not to disparage us in any manner. For the avoidance of doubt, disparagement shall mean disparaging or otherwise making any false or negative statements about Enviro-Flame’s products, services, members, managers, or employees.

Release of Liability

You, on behalf of yourself, and your respective heirs, estates, administrators, successors and assigns hereby unconditionally release and forever discharge Enviro-Flame and its agents, employees, representatives, managers, members, predecessors, successors, parents, subsidiaries, assigns, and affiliates, and from any and all claims, causes of action, demands, obligations, liabilities, damages, attorneys’ fees, costs, and expenses of any type and nature whatsoever, whether in law or in equity whether known or unknown, either existing or that may exist from the beginning of time to the date of this release.

No Admission of Liability

You understand and acknowledge that acceptance of any refund request by you shall be not deemed or construed as an admission of liability by Enviro-Flame with respect to any dispute or any other matter. This Refund Policy shall not be used or construed in connection with any other suit or other proceedings as an admission or concession of liability.


Should you have any inquiries regarding our Refund Policy, feel free to reach out to us at 02085432170 or via email at

Revision Date

This Refund Policy was last updated on 30 August 2023 (“Revision Date”). If you were a user before the Revision Date, it replaces the existing Refund Policy.

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