Return and Refunds

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, uninstalled or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You may be liable for the cost of returning the item if the product is in an acceptable condition for sale but that you decide you no longer want this item. Cost of return may depend on where the product needs to be collected from, however our standard delivery fee is £49.00

You can always contact us for any return question at info@glowingflames.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

It is essential that all mechanisms, levers, control knobs and valves are checked to be working correctly before installation. Glowingflames will not accept returns of items which have been installed without thorough checking and will not be responsible for costs associated to uninstall a defective product.

If your item is damaged or is incorrect, we will arrange and pay for a courier to collect the item and then deliver you a new one. There may be a delay if the item is not in stock.

Exceptions / non-returnable items
We also do not accept returns for hazardous materials, flammable liquids, gases or bespoke items such as those cut or painted to order.  Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
You will be notified when your item is returned and that it has been inspected. We will then process your refund within 1-3 working days. Refunds will be made to the same card or account that the purchase was made from. Refunds can take days or even weeks to show in your account depending on your provider.