Returns and refunds

How returns work at The Stove Centre. Keep your invoice and order number handy. Full sale terms sit on the Terms and conditions page.

Cancellation under the Consumer Contracts Regulations 2013 (14 days)

As a consumer buying online, you may cancel within 14 calendar days of receiving the goods, without giving a reason, unless an exception applies (for example bespoke or personalised items, sealed hygiene goods once unsealed, or fuels that cannot be returned for resale).

To cancel, email [email protected] with a clear statement that you are cancelling and your order number. You must send the goods back within 14 days of telling us. Return shipping costs are yours unless the goods are faulty or we sent the wrong item.

You do not need our permission before posting a statutory cancellation return, but using our return address avoids delays. We do not require a phone call.

Optional commercial return (45 days)

Beyond the statutory cancellation period, The Stove Centre may accept a commercial return for up to 45 days after receipt, at our discretion, under these conditions:

  • product complete, undamaged, and in a condition that allows resale;
  • accessories, instructions and original packaging where possible;
  • appliances not installed, not connected and not commissioned (stoves, inserts and similar);
  • invoice or proof of purchase attached to the request;
  • written agreement from customer service before any shipment.

Excluded from commercial returns unless the law requires otherwise: made-to-quote products, bespoke parts, fuels already delivered, and items clearly excluded on the product page. Contact us before shipping if unsure; unauthorised commercial returns may be refused.

Faulty or misdescribed goods (Consumer Rights Act 2015)

If goods are faulty, not as described or not fit for purpose, your rights are under the Consumer Rights Act 2015. The seller (Perth Stove Centre Ltd) is responsible for putting this right (repair, replacement or refund). This is separate from cancellation and from the optional 45-day commercial return.

Report the issue by email with photos, a description and your order number. See also Warranty and after-sales service.

If the parcel arrives damaged, note precise reservations on the delivery document in the carrier’s presence and tell us immediately with photos of the packaging and product.

Step-by-step procedure

  1. Email [email protected] with the order number, reason and photos if needed.
  2. For a statutory cancellation, you may return the goods once you have notified us; use the address we confirm by email.
  3. For a commercial return, wait for our written agreement and shipping instructions before sending anything.
  4. Pack carefully (especially stoves and fragile parts) and ship as instructed.
  5. For large volumes, collection may be arranged with customer service.

Refund timing and methods

After we receive and check the return, the refund is credited to the original payment method, usually within 5 to 14 working days (and within the deadlines that apply to statutory cancellation). You may ask for a voucher or exchange if you prefer and if stock allows.

Initial delivery costs may be refunded for statutory cancellation or our error. For a commercial “change of mind” return, they usually remain at the customer’s expense unless we agree otherwise in writing.

Refusal of return

We may refuse a commercial return that is incomplete, damaged through mishandling, shipped late, or sent without prior agreement. Statutory cancellation returns are handled in line with the Consumer Contracts Regulations 2013.

Contact

The Stove Centre customer service — The Old Bakery, West Huntingtower, PH1 3NU, Perth, Scotland, United Kingdom. Email: [email protected]. Processing hours: Monday–Friday 10am–4pm, Saturday 10am–3pm. Always include your order number.

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