Firestorm Heaters: Ignite Your Outdoor Experience

Shipping and Delivery Policy

At Refined Home Living, we strive to provide convenient and reliable delivery options for our customers across the UK Mainland and beyond.

Free UK Mainland Delivery

We offer FREE delivery to the UK Mainland on all orders. For deliveries to the Scottish Islands, Isle of Wight, Isle of Man, the Channel Islands, and Northern Ireland, a charge will apply.

Delivery Times

We aim to provide fast delivery for all orders. In-stock items are typically dispatched within 7-10 working days and are sent via next day delivery. You will receive a notice of the delivery date with a minimum of 48 hours' notice. If you require delivery on a specific day, please contact our sales team, and we will do our best to accommodate your request.

Extended Delivery Times

Please note that some areas, such as the Scottish Grampian & Highlands, Ireland, Jersey, and Guernsey, may experience a 3-5 day delivery service once dispatched.

Additional Services

Saturday deliveries are available upon request but will incur an additional charge. Please contact our sales team for more information.

Inspecting Your Delivery

Upon the arrival of your delivery, please carefully inspect the pallet and packaging for any signs of damage. If you notice any damage to the packaging, please take a photo and sign for the delivery as damaged, or reject the delivery if preferred. This allows us to initiate a claim with our courier for any damage that occurred during transit.

Damage Claims

To ensure prompt resolution of damage claims, please communicate any damaged arrivals before the 48-hour cutoff period. We cannot open claims with the pallet couriers after 48 hours, so it is essential to report any issues promptly to facilitate the claims process.

Cancellation and Returns

You have the right to cancel your order from the time you place your order up to 7 days from the date of delivery. To initiate a cancellation, please notify us by emailing support@refinedhomeliving.co.uk with the subject: Cancellation of Order (insert your order number here).

If your delivery has already been made and you wish to return the goods, you must contact us via email within 7 days at support@refinedhomeliving.co.uk with the subject: Cancellation of Order (insert your order number here). No refunds will be accepted on goods if more than 7 days have passed since the delivery date.

Once the goods have been delivered to your address, you are then responsible for the goods and are liable for any subsequent loss or damage. A deduction on the total refund will be made if the goods are returned in poor or damaged condition.

Following the cancellation of your order, any refunds will be processed within 14 days of our receipt of the returned goods at our head-office address. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.

Making Changes to Your Order

If you need to make any changes to your order, please contact us as soon as possible at support@refinedhomeliving.co.uk. Please note that changes to your order may affect the delivery date and total cost.

Damaged or Faulty Goods

If your goods arrive damaged or are faulty, you are entitled to claim for a repair or replacement. Please unwrap the goods on the day of delivery to check for any visible damage.

For damaged goods, please contact us within 3 days of delivery. Claims of damage cannot be accepted after this period. If you refuse delivery due to visible damage, please notify us along with photo evidence.

For defects discovered after delivery, notify us immediately at support@refinedhomeliving.co.uk with photographic evidence and a written description of the defect/s.

Amending or Requesting a Delivery Date

If you need to make any changes to your delivery, please contact us at least 48 hours before dispatch from our warehouse. Delivery dates cannot be changed if the goods have already been dispatched to a courier depot.

For specific delivery requests, including Saturday deliveries, please contact our sales team prior to ordering.

Please note that Gas Fire Pit deliveries are Monday to Friday during normal business hours.