Returns Information

At Flue Finder, our goal is to ensure customer satisfaction. However, if the goods are missing, defective, damaged, not as described, or incorrectly supplied, we will gladly facilitate the process. If you simply decide you do not want them, you have 14 days from the date of receiving your order to return or exchange any unused item, except for Stoves and cut-to-length Flue Liners (including liner kits), as these are manufactured and cut to your specific lengths and are non-returnable.

 

Contacting Us

To initiate a return, please contact us at returns@fluefinder.co.uk to obtain a returns form. Please confirm the following details when requesting to return:

• The order number
• Items being returned.
• Any issues with the items (if there are any visible issues, please provide us with images).
• Confirmation that the item is unused.
• Confirmation that the items is in its original packaging, including intact and undamaged labels. (including an image proving this).

Once accepted by us, we will then supply you with your returns form. You must enclose the completed returns form with your parcel, so that we can clearly identify who made the return. You will receive the correct address to send the items back to when you receive your returns form.

 

Important: We can only accept returns that have been reported to us in advance. Failure to contact our customer team for a returns form may result in your return not being processed correctly.

 

Returns Process

Ensure you follow all return instructions to process your refund request quickly and efficiently:

1. Contact our Customer Team: Email returns@fluefinder.co.uk indicating the reasons for your return.
2. Obtain a Returns Form: Once accepted, our team will supply you with a returns form. You must enclose the completed form with your parcel so we can identify the return.
3. Re-package the Goods: Return the goods in their original packaging, making sure to include all product tags and labels.
4. Return: Return the product(s) to the address detailed on the returns form.
5. Proof of Postage: Take the parcel to your local Post Office or alternative shipping provider and obtain proof of postage. We recommend an insured recorded delivery, as cannot accept liability for parcels that are lost or damaged in transit.
6. Retain Proof of Postage: Keep your proof of postage until you have received your refund.
7. Acknowledgment: Once back with us and approved you will be notified of the final result and the next steps.

Please allow 14 working days from receipt of the returned product at our depot for your refund, exchange, or replacement to be processed. See our Terms and Conditions for full details. Your statutory rights are not affected.

 

Missing, Faulty, or Damaged Goods

If the goods are faulty, or damaged upon receipt, please contact our Customer Team at returns@fluefinder.co.uk within 24 hours of delivery, providing full details of the damages. Photographic evidence of faulty goods and damages will be required. Our team will then work of contacting the supplier to arrange replacements for you.

If any part of your order is missing or not delivered, please notify us immediately. Prompt notification is essential for raising courier claims quickly. Rest assured, we will actively work to resolve the issue and ensure you receive your complete order.

 

The "I Just Don't Like Them" Goods  

You have the right to cancel your order for up to 14 working days, starting from the day after the products are received by you. You must return the goods at your own expense, and to have followed all necessary steps of our returns process.

 

Return Costs and Responsibility
The return of goods is the customer's responsibility. We recommend using an insured and trackable method, such as Recorded Delivery, for returns, as we cannot be held liable for items lost or damaged in transit. If your goods are damaged upon receipt, beyond what has already been disclosed to us, we will not be able to issue a refund.

Returned goods must be in the same condition as received, in the original packaging, with any inner packaging intact, undamaged, and with all product tags and labels attached. We reserve the right to refuse an exchange or refund or to deduct a handling charge if the goods are returned in an unsellable condition, are damaged, if product tags or labels are missing, if internal packaging is damaged, or if the products are not returned in the original packaging. Additionally, we cannot accept returned goods that we reasonably believe have been used.

We recommend returning products in the original outer packaging (not just the product packaging) to protect the items during transit. Customers are responsible for the cost of returning goods, except in cases where the items are faulty or incorrectly supplied.

If your order qualified for free delivery (orders over £150), but returning an item brings the total order value below £150, the original shipping cost will be deducted from your refund. Additionally, any shipping fees paid at the time of purchase are non-refundable.

Due to the nature and varied usage of our products, it is your responsibility to ensure the item is used safely and is suitable for its intended purpose. We are unable to refund or exchange any special order or custom items under any circumstances. This policy will be stated on the respective product listings.