Refund policy

Version: v1 — 1 October 2026 · Forms part of our Terms and Conditions

Marlow Stoves, Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND Tel: 01628 290 142 | Email: info@marlowstoves.co.uk

At a glance

Your purchase	Change of mind?
Bought online or by phone — standard stock item, not installed	✅ 14 days (see Section 2)
Bought in store — standard stock item	✅ At our discretion, 14 days (see Section 4)
Custom-made, bespoke or special-order goods	❌ Non-refundable once manufacture/procurement begins (see Section 3)
Goods that have been delivered AND installed	❌ Not returnable under cooling-off (see Section 5)
Anything faulty, damaged or not as described	✅ Always — your statutory rights (see Section 1)

Nothing in this policy limits your statutory rights. If goods are faulty, not as described, or not fit for purpose, the rules below about bespoke goods, installation and restocking charges do not apply.

1. Faulty or misdescribed goods — your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not:

Within 30 days of delivery: you can reject the goods for a full refund (the short-term right to reject);
After 30 days: you must give us the opportunity to repair or replace the goods; if repair or replacement is unsuccessful or impossible, you can claim a price reduction or a final right to reject with a refund.

Faulty-goods returns are free — we arrange and pay for collection. Report any issue as soon as possible with your order number and photographs.

2. Online and telephone orders — the 14-day cooling-off period

For orders placed online or by telephone (distance contracts), you have a statutory right to cancel for any reason within 14 days, starting the day after you (or a person you nominate) receive the goods.

How to cancel: tell us clearly by phone (01628 290 142), email (info@marlowstoves.co.uk) or letter. A model cancellation form is available on our website.

Returning the goods: return them within 14 days of cancelling. Goods must be unused, uninstalled and in resaleable condition with original packaging where reasonably required. You are responsible for the direct cost of returning goods to us; we can arrange collection at cost — see our Delivery Policy.

Your refund: we refund the full price paid for the goods, plus our standard outbound delivery cost, within 14 days of receiving the returned goods or proof of return (whichever is earlier). Refunds go to your original payment method. We may deduct for diminished value where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

If we never told you about this right: the cancellation period extends by up to 12 months — so we always tell you, and it’s on our website, at checkout, and in your order confirmation.

3. Custom-made, bespoke and special-order goods — non-refundable

Custom-made, bespoke and special-order goods are non-cancellable and non-refundable once manufacture or procurement has begun. This includes, without limitation:

Made-to-measure hearths, surrounds and beams
Cut or fabricated stonework and heat shields
Special finishes and colours produced to your specification
Specially commissioned or ordered-in appliances and components

These goods are exempt from the 14-day cooling-off right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We will always identify bespoke or special-order items before you order, and your order confirmation will mark them.

The only exceptions: goods that are faulty, damaged, incorrectly supplied, or not as described — your statutory rights under Section 1 always apply, whatever the item.

4. In-store purchases — returns at our discretion

The cooling-off right does not apply to purchases made at our premises. As a goodwill matter, we will accept returns of standard (non-bespoke) goods bought in store within 14 days where the goods are unused, uninstalled, in resaleable condition with original packaging, and accompanied by proof of purchase.

A restocking and handling charge of up to 25% of the goods’ value may apply, reflecting the reasonable costs and losses of taking correctly supplied goods back into stock. Any delivery, collection or return carriage costs are payable where applicable.

5. Goods that have been delivered and installed

Goods that have been delivered and installed, used or commissioned cannot be returned under the cooling-off right — installed goods are no longer returnable as new.

If you book installation within 14 days of delivery, you are expressly requesting that the service begins within the cancellation period. Once the installation is complete, your right to cancel the installation service is lost, and the installed goods fall outside the cooling-off return right.

This never affects your rights if the goods or the installation are faulty — see Section 1, and Sections 15–17 of our Terms (commissioning and aftercare).

6. Damaged or incorrect deliveries

If your order arrives damaged, or you receive the wrong item:

Note it on the delivery documentation where possible;
Tell us within 48 hours of delivery, with your order number and photographs of the item and packaging;
We will arrange collection or redelivery at our cost and provide a replacement or a full refund — your choice.

7. How to start a return

Phone: 01628 290 142
Email: info@marlowstoves.co.uk
Post: Marlow Stoves, Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND

Have your order number ready. We will confirm whether the item is returnable, arrange collection where applicable, and give you a returns reference. Please do not send goods back without a returns reference — unarranged returns may be refused by our carriers.

8. How refunds work

Refunds are made to your original payment method only.
Cooling-off refunds: within 14 days of receiving the returned goods or proof of return.
Faulty-goods refunds: within 14 days of the goods being received back or collected.
Where a deduction for diminished value applies (Section 2), we will tell you the amount and why before processing.

9. Items that cannot be returned — summary

Custom-made, bespoke or special-order goods (once manufacture/procurement has begun)
Goods that have been installed, used or commissioned
Goods returned in a non-resaleable condition (statutory faulty-goods rights unaffected)
In-store purchases returned without proof of purchase

10. Questions

Anything unclear — call us on 01628 290 142 or email info@marlowstoves.co.uk before you order. We would always rather talk it through first.