Returns and Refund Policy

Thank you for shopping at Twilight Fires.
If you are not entirely satisfied with your purchase, we are here to help.

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Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason, unless the item is custom-made. All custom or made-to-order items cannot be cancelled once work has started on the order.

The cancellation period will expire 14 days after you (or someone you’ve authorised to receive the goods) takes delivery.

To exercise your right to cancel, you must notify us by email only at support@twilightfires.co.uk.
Cancellation requests sent via phone, social media, or live chat will not be accepted.

If a pre-built media wall is ordered and subsequently cancelled after the CAD drawing has been generated, we reserve the right to impose a £200 fee to cover the design work completed.

To meet the cancellation deadline, simply send your cancellation email before the 14-day period ends.

After the cancellation window has passed, we may still accept returns at our discretion. Additional charges may apply. This does not affect your statutory rights under the Consumer Contracts Regulations 2014.

Please note: The 14-day cooling-off period does not apply to hazardous goods, flammable liquids, or gas appliances if they have been used.

Effects of Cancellation

If you cancel within the 14-day cancellation period, we will reimburse payments received from you, excluding any delivery costs we’ve already incurred — even if free delivery was offered at checkout.

Refunds will be issued:

• Within 14 days of receiving the goods back, or
• 14 days after you provide proof of return, or
• 14 days after your cancellation notice, if no goods were delivered.

Refunds will be made using your original payment method unless otherwise agreed. We may withhold the refund until we’ve received the goods or evidence of return. In cases of suspected misuse or fraud, we may delay or deny refunds until the issue is resolved.

You are responsible for the cost of returning the goods.

This policy complies with the Consumer Protection (Distance Selling) Regulations 2000. More info: www.opsi.gov.uk/si/si2000/20002334.htm (UK ONLY).

Bundled Items & Upgrades

Items sold as part of a bundle or upgrade package (e.g. log set upgrades, flue pipe kits, glass screens) must be returned as a complete set to qualify for a refund.

Partial returns of bundle components will not be accepted unless agreed in advance. All items must be unused and in their original packaging.

Product Returns and Restocking Fee for B2B Customers

• Products can be returned within 14 days if in original condition and packaging.
• A restocking fee of 20% of the product’s purchase price will be deducted.
• This fee covers admin, handling and resale preparation.

To Return a Product To Us

• Contact us at support@twilightfires.co.uk
• Goods must be in original packaging
• Use a registered, tracked courier
• Notify us when the item has been sent and provide proof of delivery

Please include in your email:

• Your name
• Order reference
• Address
• Email address
• Phone number
• Date of purchase
• Date received
• Details of which items you wish to return

Important: Do not return items to our head office address. A return address will be provided upon approval. Returns sent without prior approval or to the wrong address may be refused or delayed.

Unauthorised Returns

Returns sent without prior approval or outside the allowed return window may be refused and returned to you at your own expense.

Return Condition Guidelines

• In original, undamaged packaging
• Unused and uninstalled
• Suitable for resale

Installed, used, or modified items cannot be returned unless a fault is confirmed. Please inspect items thoroughly before installation, as installation is considered acceptance of the product in its received condition.

Returns that do not meet these conditions may be refused or subject to deductions.

Sending a Return Back to Us

For delicate or fragile products, you must:

• Inform the courier the item is fragile
• Fully insure the parcel for its full retail value
• Use adequate protective packaging to prevent transit damage

Damaged or Faulty Items

We may repair or replace items where faults are confirmed. You must:

• Inspect your item(s) on delivery
• Report any damage or defect within 48 hours
• Provide photo evidence where possible

Refunds are only issued once we’ve received and inspected the returned goods.

Incorrect or Missing Items

If your order is incomplete or incorrect, please notify us within 48 hours. We’ll resolve the issue as swiftly as possible.

Proof of Return

• Use a trackable courier service
• Provide proof of postage and tracking
• Notify us once the item has arrived

We are not responsible for returned items lost in transit or undelivered — even with tracking. It is your responsibility to arrange appropriate courier insurance for the return.

Cancellations After Dispatch

If you cancel your order after it has been dispatched, we will deduct the courier cost we incurred from your refund — even if you received free delivery at checkout.

Price Adjustments

We do not offer refunds or price adjustments for items purchased prior to a sale or discount period. Promotional prices apply only during the active sale window.

Contact Us

Email: support@twilightfires.co.uk
Phone: 0330 043 0631