“Very helpful chose a fire that didn't fit so they are collecting it and we choosing another one
Returns take a while to reply so still waiting when they ate picking it up”
“We were very impressed with the quality and design, it was very well made and looks same as picture description. It looks stunning, highly recommended Company.”
Hi Lesley,
Thanks for your review.
We're glad to hear that you've been impressed with the quality and design of the Bedford wooden fireplace package.
Your recommendation would mean a lot to us. Please let us know if we can assist further with any current or future orders.
Kind regards,
Direct Stoves & Fireplaces
“happy with the fireplace, but really disapointed with the "no quibble guarantee". Tankfully I had no need to invoke the "guarntee", however, had I needed to return the package to yourselves, it would have been pretty much imposible as I would had have to reparcel in the "originonal packing". How would this have been possible as the packaging has to be destroyed in order to access the contents ? As a fork lift had to be employed to remove the fireplace from the delivery vehicle and move to my door, can you suggest how I would have been able to return it to yourselves ?
Hopefully you will take the time to reply to me
Regards
John Simpson”
Hi John,
Thank you for your review. It's good to hear that you've been satisfied with the fireplace received.
It is a fairly common stipulation in most companies' terms and conditions that returns would need to be made using the original packaging. This would be to prevent damage in transit with a courier. Our returns team can and will advise on a case-by-case basis if there are any complicating factors that need to be raised ahead of returns booking.
Insofar as the returns process itself, we are able to book collections from mainland UK addresses via our delivery partners. This would be chargeable in the case of a change of heart but we do outline potential costs and other information within the 'Returns Policy' section on our Direct Fireplaces website.
I hope that this information helps. If you are in need of any other help or advice relating to returns then don't hesitate to contact returns@direct-fireplaces.com or phone 0161 376 4181 option 2.
Kind regards,
Direct Stoves & Fireplaces
