Returns and Cancellations
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC). This means that you have the right as a customer to be protected by a 14 day cooling period after your goods have been delivered and also the right of cancellation between the moment of purchase till 14 working days after your goods have been delivered. In the unfortunate instance where you do wish to cancel or return your items to Manor House please contact us in writing by postal service to: Customer Service Dept. Manor House (KENILWORTH) Ltd, 51-53 Warwick Road, KENILWORTH CV8 1HN or by email to customer.service@gratefireplace.co.uk.
Under the Distance Selling regulations you have the right to receive a refund within 14 days of return/cancellation. We normally pay refunds within 7 days of cancellation or returned goods being received safely. We advise that you retain the original packaging as you will find it difficult to return the item without appropriate packaging.
The goods must not have been fitted, installed or used in any way and they must be unmarked and free from blemishes of any kind, and you must return them in a new, saleable, somewhat mint, condition. A deduction can be made if the value of the goods has been reduced as a result of you handling the good more that necessary.
The cost of returning the item to us is your responsibility and in some cases a re-stocking fee may apply - please note that some manufacturers ask for up to 30%.
All spare parts, made-to-measure fireplaces and special colour orders are non returnable and non refundable due to being a special order.
