Refund policy

Refund & Returns Policy

At Flint Fires, we want you to be satisfied with your purchase. This policy outlines your rights and our procedures for returns, refunds, and cancellations.

Your Right to Cancel (Online Orders)

If you purchase goods online, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us of your decision within this 14-day period. Once you have notified us, you have a further 14 days to return the goods.

Returns for Unwanted Items

If you cancel your order within the 14-day cancellation period, you are entitled to a refund.

You must return the goods to us within 14 days of notifying us of cancellation.

• You are responsible for the cost of returning the goods unless they are faulty or incorrect.
• We recommend using a tracked and insured delivery service, as you are responsible for the goods until they reach us.

You may handle and inspect the goods as you would in a shop. However, if the value of the goods is reduced due to handling beyond what is necessary to establish their nature, characteristics, and functioning, we may make a reasonable deduction from your refund.

This may include situations where:

• Items are returned without original packaging;
• Packaging is damaged or incomplete;
• Goods show signs of use beyond reasonable inspection.

Condition of Returned Goods

We ask that goods are returned in a suitable condition. While original packaging is not strictly required, it is recommended as it helps prevent damage in transit.

If goods are returned damaged due to inadequate packaging, we may reduce the refund to reflect the loss in value.

Refunds

Once we have received and inspected the returned goods, we will process your refund within 14 days.

Refunds will be made using the original payment method and will include:

• The full price of the goods; and
• The cost of standard delivery (where applicable)

We may withhold the refund until we have received the goods back or you have provided evidence of having returned them.

Faulty, Damaged or Incorrect Goods

If your item arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible.

In these cases:

• We will arrange a replacement, repair, or full refund in line with your rights under the Consumer Rights Act 2015.
• We will cover the cost of return where applicable.

We may request photographs to help assess the issue, but this does not affect your statutory rights.

How to Return an Item

To arrange a return, please contact us via email with your order details. We will provide instructions on how to return your item.  Please note, the cost of return is the consumers responsibility.

Cancelling or Amending Orders

We aim to process orders quickly, but if you wish to cancel or amend your order, please contact us as soon as possible.

• If your order has not yet been dispatched, we will do our best to accommodate your request.
• If your order has already been dispatched, you may still cancel it under your 14-day cancellation rights and return the goods in accordance with this policy