Refund policy

We understand that sometimes a purchased item may not be suitable. To provide peace of mind, we offer a 14-Day No Quibble Refund on most items purchased online. This allows you 14 days from the day of delivery to decide whether to keep the goods or return them for a refund.

This policy aligns with the Consumer Contract Regulations (effective 13/06/2014), which grant you the unconditional right to cancel your order within 14 days of delivery without needing to provide a reason. The 14-day period begins on the day after delivery. To cancel, you must notify us by email or letter. We recommend email for a clear record of your cancellation and subsequent communication. We cannot accept cancellations by phone.

Returns often occur due to incorrect product selection, particularly regarding size. To avoid this, please contact our Sales Team before purchasing. Our experts can help you choose the right product, reducing the likelihood of returns and associated costs. If you have any installation doubts, we recommend consulting a HETAS or Gas Safe engineer before ordering to ensure you choose the correct product and installation system.

If you wish to return your order, we will issue a full refund for the purchase price, provided the goods are returned in their original packaging and in good, unused condition. If the goods are returned in any other condition, we will contact you to discuss the next steps. We advise taking photos of the product before returning it for your records and to send to us. Please note that we cannot refund any additional delivery service charges if you choose to return the goods as unsuitable, and the return cost is the customer's responsibility.

Returns Process

  1. Notify Us: Inform us of your intention to return your order within 14 days of delivery via email (details at the end of this policy) or another durable medium.

  2. Our Returns Team Will Contact You: We will explain the returns process (including image requirements), send you a returns form, inform you of any applicable costs, and arrange a suitable collection date. Please note that due to current demands on pallet networks, the arranged collection date cannot be guaranteed, though we will make every effort to adhere to it. If arrangements are made by phone, we will confirm them by email.

Returns Methods

  • Arranged By Us: For your convenience, especially with larger and heavier items that could be damaged if handled incorrectly, we can arrange collection from your address. The goods must be ready for collection by the agreed service and, for pallet returns, repacked as received and securely strapped (ratchet straps recommended) to the pallet to prevent damage. Please note that drivers cannot enter your property or move palletised goods over gravel or steps. Our team will guide you through securing/repacking items.

     The costs for this service are:

    • Parcel Collection: £40 per parcel

    • Pallet Collection: £140 per pallet


  • We will specify the collection service based on the original delivery method, and the fee will reflect this. Goods must be suitably packaged to ensure they are not damaged in transit and are received in resalable condition. The collection charge will be deducted from your refund. If you used our finance options, an additional payment might be required if the deposit doesn't cover the collection cost.

     Upon receiving the returned goods, we will inspect them to ensure they are in their original packaging and resalable condition. Subject to this, we will process your refund within 5-10 working days (most are processed within the same week, but please allow extra time for bank processing). If the goods are not in resalable condition, we reserve the right to deduct an amount to restore them to a saleable condition and will contact you as soon as possible.

     Please note that twin wall systems should be returned directly to us as we cannot arrange courier collection for these items. Due to their delicate nature, please ensure they are well-packed, as we cannot be responsible for damage during return.

  • Arranged By You: You can arrange your own return. Please notify us by email or another durable medium so we can provide the correct return address (as different items may have different return locations) and any specific instructions for your courier. Email communication helps maintain a clear record. Our team will guide you through the process. Please ensure goods are returned as received and securely attached to any pallet if that was the original delivery method.

     Upon receiving the returned goods, we will inspect them for original packaging and resalable condition. Subject to this, we will process your refund within 5-10 working days. If the goods are not in resalable condition, we reserve the right to deduct an amount to restore them and will contact you promptly.

Faulty/Damaged Products

In the rare event of receiving a damaged/faulty item:

  • Upon Delivery: If the product is clearly damaged upon arrival, please contact us immediately by phone on 07976 944 005 or email cherrywoodstoves@gmail.com. The driver should wait. If you cannot reach us or the driver refuses to wait, please refuse the delivery.

  • After Delivery: Once you've received your item, please check it for any obvious damage within 48 hours. This allows us to note any issues and follow up promptly to find a satisfactory solution, especially if the item isn't being installed immediately.

Under the Consumer Rights Act 2015, if your product is damaged or develops a fault within 30 days of purchase, please notify us. You can then return the product for a full refund, repair, or replacement, whichever you prefer. If a fault or damage is reported after 30 days, our customer service will work with you and the manufacturer to resolve the issue according to their warranty terms and conditions.

If you wish to discuss your purchase, have any concerns about damage/faults, or want to return an item, please email cherrywoodstoves@gmail.com or phone 07976 944 005.

Thank you.

Cherrywood Stoves LTD

 

Complaints Procedure for Cherrywood Stoves LTD

We aim to resolve any issues you may have quickly and efficiently. This procedure outlines how we handle complaints.

How to Contact Us About a Complaint:

You can contact us with your complaint through the following channels:

  • In Writing: Cherrywood Stoves LTD, 30 Hornbeam, Burwash, Etchingham, East Sussex, TN19 7BT

  • By Email: cherrywoodstoves@gmail.com

  • By Phone: 07976 944 005

Receiving Your Complaint:

We accept complaints through any of our contact methods.

If you contact us by phone or in person, the person receiving your complaint will:

  • Note the details of your complaint.

  • Record your name, address, and phone number.

  • Note your relationship to Cherrywood Stoves (e.g., customer).

  • Inform you about our complaints procedure.

  • Explain the next steps and estimated timeframe.

  • Where helpful, request a written account by post or email to ensure accuracy.

Resolving Your Complaint:

Stage One: Initial stage

Often, the best way to resolve a complaint is by the person responsible for the issue. If they receive your complaint directly, they will try to resolve it quickly if possible. Regardless of whether it's resolved immediately, the complaint details will be passed to the Cherrywood Stoves LTD Manager within five business days.

The Manager will record the complaint and assign an appropriate person to investigate and take action. If your complaint involves a specific individual, they will be informed and given a chance to respond.

The person handling your complaint will acknowledge it within five working days, stating who is dealing with it and when you can expect a response. A copy of this complaints procedure will also be provided. We aim to provide a full response within one month. If this isn't possible due to ongoing investigation, we will send you a progress update with an estimated completion date.

Our response will describe the investigation process, our findings, and any actions taken as a result of your complaint, whether it is upheld or not.

Stage Two: Review

If you are not satisfied with the Stage One outcome, you can request a review by our Directors.

Your request for a Board level review will be acknowledged within five working days. The acknowledgement will state who will be handling the review and the expected response time.

The Directors may investigate the complaint themselves or delegate a senior person. This may involve reviewing case details and speaking with the person who handled the initial complaint, who will be kept informed.

If your complaint involves a specific individual, they will be informed and given another opportunity to respond. We aim to provide a final response within one month. If a longer investigation is needed, we will send a progress update. Our response will detail the investigation, findings, and any actions taken. The decision at this stage is final, unless the Board deems external resolution appropriate.

External Stage

As a retail company, you can escalate your complaint to the Financial Ombudsman Service: https://www.financial-ombudsman.org.uk/ 

Changes to This Procedure

The Owners may modify this procedure for valid reasons, such as to avoid conflicts of interest (e.g., a complaint about a staff member involved in a Stage Two review).

Monitoring and Learning

We review complaints annually to identify trends and areas for improvement.