Refund policy

REFUND POLICY

Eligibility
We accept returns for both defective and non-defective items. 
Non-defective items must be returned in their original condition, 
unused, and in their original packaging, within 30 days of delivery. 
This is in addition to your statutory 14-day right to cancel under 
the Consumer Contracts Regulations 2013.

If your item arrives faulty or not as described, you are entitled to 
a full refund, repair, or replacement under the Consumer Rights Act 
2015, regardless of the 30-day window above.

Non-Returnable Items
Final sale items are not eligible for return unless faulty.

Return Costs
For Defective or Incorrect Products: No cost to you. This applies 
when the product is faulty, damaged in transit, or not as described. 
We will cover the return shipping cost.

For Change of Mind: If you simply change your mind, you are 
responsible for the return shipping cost. Original shipping costs 
are non-refundable.

Exchanges
We do not offer direct exchanges. If you would like a different 
model, please return your original item and place a new order.

Return Shipping
For non-defective returns, we recommend using a trackable shipping 
method, as we are not responsible for lost return packages.

How to Return
To initiate a return, please contact us at 
support@glowfireplace.co.uk with your order number and reason for 
return. We will provide you with return instructions.

Refunds
Once we receive and inspect your return, we will process your refund 
within 14 days, in line with UK consumer protection law. Refunds are 
issued to your original payment method.

Contact
For any questions regarding your return, please contact us at 
support@lumeliving.co.uk or by phone at +44 1491 600 123.

Glowfireplace
56A St Mary's Street
Wallingford
England
OX10 0EL
United Kingdom