Delivery & Refunds

No hidden costs, upfront prices at all times!

We have a very clear delivery policy, we charge our customers EXACTLY what it costs us to send out the goods. 

We don't hike up our prices to compensate nor do we try and send out every parcel as cheaply as possible.

Every parcel is careful packed and sealed to make sure it reaches you in the exact condition it leaves us.

For more information about our delivery services please see the 'Delivery Options' tab in the product descriptions.

1. This policy sets out the returns policy for goods or services purchased through the online store operated by FireEssentials.co.uk.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods are exempt from being returned for a refund where they are bespoke items or manufactured to order, please ask BEFORE placing your order if your items are exempt from our returns policy.

4. Please notify us of any problems with your items ie missing items or damages within 48 hours of delivery. 

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

6. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not as described on the website) within 14 working days.

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item.

9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within 5-10 working days.

10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

12. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.