Returns Policy
Returns & Cancellations Policy
We want you to be completely satisfied with your purchase. If you change your mind, you have the right to cancel your order and return the item(s) within the timeframes outlined below.
Cooling-Off Period
Customers have 14 days from delivery to notify us of cancellation, then a further 14 days to return the goods. Return costs are the customer’s responsibility unless the item is faulty or supplied in error. Goods should be returned unused, complete, and with original packaging where possible. If goods are returned used, damaged, incomplete, marked, installed, or handled beyond what would reasonably be necessary to inspect them, we reserve the right to deduct an amount from the refund to reflect any reduction in value. This deduction may be up to 25% of the item price.
How It Works
Cancelling Your Order
To cancel, please notify us in writing within 14 days of receiving your goods. You can email us at info@scottishstovecentre.co.uk with your order number and reason for return.
Goods Held for Customer Collection or Delayed Delivery:
Where a customer purchases goods and asks us to hold them for collection or delayed delivery, the order will remain subject to the customer’s statutory cancellation rights.
If goods are held by us beyond 14 days at the customer’s request, we reserve the right to apply reasonable storage, administration, or cancellation charges where these have been clearly agreed with the customer in advance.
For special-order, non-stock, bespoke, personalised, or made-to-order items, cancellation may not be possible once the item has been ordered from our supplier or prepared specifically for the customer, unless the item is faulty, misdescribed, or supplied incorrectly.
Where a return or cancellation is accepted outside the customer’s statutory cancellation rights, this will be at our discretion and may be subject to a restocking, handling, or administration charge, which will be confirmed before the return is accepted.
Returning the Goods
After notifying us of your cancellation, you have a further 14 days to return the item(s) to us.
Condition of Goods
Returned goods must be:
- Unused and in their original packaging
- In the same condition as when received
- Complete with all accessories, manuals, and parts
Return Costs
Unless the item is faulty or we delivered it in error, you are responsible for the cost of returning the item(s) to us.
Failed Delivery Charges
If delivery is attempted and either we or our courier have made reasonable efforts to contact you, but delivery still fails, a failed delivery charge of £120 (including VAT) will apply. This charge covers the additional costs incurred for re-delivery or return.
Refunds
We will refund the full price of the item(s), excluding the delivery cost where applicable, within 14 days of receiving the returned goods or proof of return. Any lawful deductions, such as deductions for reduced value, failed delivery charges, agreed storage charges, or discretionary restocking/handling charges for returns accepted outside statutory cancellation rights, will be confirmed where applicable.
Exceptions
Some items are exempt from returns, including:
- Custom-made or personalised products
- Goods that have been installed or used
- Products with hygiene seals that have been broken (e.g. stove gloves, cleaning cloths)
If you are unsure whether your item qualifies for a return, please contact us before returning it.
