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Refunds, Returns & Cancellations Policy
At Electric Fire Superstore we want you to feel confident in your purchase. Our returns policy complies with EU law while offering extra clarity and protection for our customers and our business.
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Cancellations
You may cancel your order at any time from placing it until 14 days after delivery under EU consumer law. For added peace of mind, we extend this to a 30-day return period for unused goods.
To request a cancellation or return, email returns@electricfiresuperstore.ie quoting your order number.
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Returns
We accept returns under the following conditions:
- Goods must be unused, uninstalled, unmarked, and returned in original packaging.
- Returns must be sent by recorded courier or pallet delivery.
- Return shipping costs are the customer’s responsibility unless the item is faulty/damaged.
- A 15% restocking fee applies to all change-of-mind returns to cover inspection, re-packaging, and handling.
- Special/custom orders, spare parts, and painted appliances are non-returnable.
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Exchanges & Collections
If you wish to exchange goods or arrange a collection from your address:
- A collection/delivery charge will apply (quoted at cost depending on size and location).
- Free delivery is included on your original purchase, but subsequent transport is chargeable.
- Exchanges are subject to the same conditions as returns (unused, uninstalled, in original packaging).
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Faulty or Damaged Goods
We take great care to ensure your fire arrives safely. If your product arrives faulty or damaged:
- Notify us within 48 hours of delivery with photographs.
- We will arrange repair, replacement, or refund at no cost to you.
- Damage caused by incorrect installation, misuse, or neglect is not covered.
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Refunds
Refunds will be processed within 14 working days of goods being safely returned and inspected. Refunds are issued via the same payment method used for purchase.