Returns
Our returns policy lasts 14 days from the date of purchase. If 14 days have passed, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return:
- The item must be unused
- The item must be returned in the same condition as sold
- The item must not have been installed, altered, or modified in any way
- You must provide proof of purchase (receipt or order confirmation)
Due to the nature of cast iron fireplaces, which are heavy and fragile, they are considered high-risk items for transport.
We strongly recommend:
- Collection in person, or
- Using a specialist man-and-van courier (e.g. Shiply, AnyVan)
Collection in Person
If you collect your fireplace in person:
- You are responsible for inspecting the item at the point of collection
- Once the item has been collected, it is deemed to have been received in satisfactory condition
- We cannot accept responsibility for damage that occurs after collection
Customer-Arranged Couriers
If you choose to arrange your own courier:
- The courier is acting on your behalf, not ours
- Transport is entirely at your own risk
- We are not responsible for damage or loss that occurs during transit
- We strongly advise that you ensure the courier is experienced in transporting cast iron fireplaces and that appropriate insurance is in place
Any items returned damaged due to customer-arranged transport will not be eligible for a refund.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and advise whether your refund has been approved or rejected.
If approved:
- Your refund will be processed to your original method of payment
- This will usually be completed within 5–10 working days, depending on your payment provider
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your card provider — processing times vary
- Contact your bank
If you’ve done all of the above and still haven’t received your refund, please contact us at:
info@oldfirenewflame.co.uk
Sale Items
Only full-price items are eligible for a refund.
Sale or discounted items are non-refundable, unless faulty.
Return Shipping
To return your item, it must be sent to:
{physical address}
Please note:
- You are responsible for all return shipping costs
- Shipping costs are non-refundable
- If an item is returned using a courier arranged by you, it must be adequately packaged and insured
Product Condition, Descriptions & Images
We take great care to ensure that all items are accurately described and photographed. However, due to the nature and age of antique and reclaimed items—particularly cast iron fireplaces—variations in condition are to be expected.
Images as a Guide
- All images are provided for guidance only and represent the general condition, style, and character of the item.
- Photographs may not show every mark, repair, or imperfection.
- Colour, texture, and finish may vary slightly due to lighting conditions and screen displays.
Age-Related Wear & Patina
- Many of our cast iron fireplaces are antique or reclaimed and may be over 100 years old.
- As such, they will naturally show signs of age-related wear, including but not limited to:
- Surface marks, scratches, or pitting
- Minor chips or edge wear
- Historic repairs or casting irregularities
- Variations in patina, texture, or finish
- These characteristics are considered normal and inherent features, not faults, and contribute to the item’s authenticity and charm.
Condition Expectations
- Unless explicitly stated otherwise, items are sold in used, reclaimed, or antique condition.
- Measurements and descriptions are provided as accurately as possible, but minor variances may occur.
- Buyers are encouraged to review all images carefully and contact us prior to purchase if they require further details or clarification.
Returns & Refunds Related to Condition
- Returns or refunds will not be accepted for issues relating to age-related wear, patina, minor imperfections, or characteristics that are consistent with the item’s age and material.
- A return may be considered only where an item is materially misdescribed.
Acceptance of Condition
By completing a purchase, the buyer acknowledges and accepts:
- The item’s age and reclaimed nature
- That images are illustrative and not exhaustive
- That age-related wear and imperfections do not constitute defects
If you have any questions about condition, suitability, or restoration requirements, please contact us before purchasing and we will be happy to assist.
Faulty or Damaged Items
If your item arrives damaged or is faulty:
- Where delivery has been arranged by us, you must notify us within 48 hours of receipt
- Clear photographic evidence of the damage will be required
If you have arranged your own courier (including services such as Shiply or AnyVan):
- Any damage sustained during transit must be reported directly to the courier in the first instance
- The courier is acting on your behalf and is responsible for the safe transportation of the item
- We are unable to accept responsibility for damage caused during customer-arranged transport
- Items damaged in transit by a customer-arranged courier are not eligible for return to us and are not entitled to a refund. Any insurance claim for damages should be taken up directly with your chosen courier.
If you have arranged your own courier and damages have occurred, we will support your claim by providing you with a sales invoice as proof of value. We will also assist with pre-collection photographic evidence.
Damage reported outside of the stated timeframes, or without sufficient evidence, may not be accepted.
Need Help?
If you have any questions about returns or refunds, please contact us at:
info@oldfirenewflame.co.uk