Thank you for shopping at Twilight Fires

If you are not entirely satisfied with your purchase, we are here to help.

 

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason, unless this is a custom item. All custom made orders can not be cancelled once work has started on the order. If the order is cancelled after this time, and we have started to process the order, we will charge the customer any parts/shipping cost incurred as well as £35 administration fee. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier and indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to support@twilightfires.co.uk

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

The 14 day cooling off period does not apply to hazardous goods, flammable liquids or gas appliances if used. This is covered in standard UK terms and conditions under consumer contracts regulations 2014.

 

Effects of Cancellation 

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

 

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

Product Returns and Restocking Fee for B2B Customers

(a) Customers may request to return a product within 14 days of purchase, provided that the product is in its original condition and packaging.

(b) A restocking fee of 20% of the product's purchase price will be deducted from the refund amount for all eligible returns.

(c) The restocking fee is applicable to cover administrative and handling costs associated with processing returns and ensuring the product's resale value.

 

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.

Send an email to support@twilightfires.co.uk

 

• Goods must to be in their original packaging
• A registered carrier must be used and the item must be tracked.
• Please track your item and notify us by Email to support@twilightfires.co.uk once it has arrived.
• We will need proof of delivery. 

 

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return.

 

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Please contact us for an address, do not send any item(s) to our office address.

Cancellations:

In the event of cancellation of an order by the buyer after the goods have been collected by the couriers, the buyer shall be liable for any and all return shipping charges incurred.

Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also make sure that any courier shipment is fully insured to the value of the shipment (retail price).

Damaged Or Faulty Items Received By You

We reserve the right to remedy any defects or discrepancies, either through repair or replacement, at our discretion and as determined to be the most economically feasible solution.

Please inspect for damages or discrepancies when your item(s) arrive and before signing for delivery. If you received a damaged or faulty product, or a product with parts missing, please notify us within 48 hours for assistance.

Refunds will be made when items have been received back and inspected.

All these conditions are in full accordance with the Consumer Protection (Distance Selling) Regulations 2000. For more information visit www.opsi.gov.uk/si/si2000/20002334.htm (UK ONLY).

Sale items can be refunded.

If you have any questions about our Returns and Refunds Policy, please contact us:

• By phone: 0131 618 6200
• By email:support@twilightfires.co.uk