TruFlame 91cm Wide Wall Mounted Flat Black Glass Electric Fire

Returns & Damage Reporting Policy

We want to ensure every customer receives their order in perfect condition. To help us resolve any delivery issues quickly and effectively, we kindly ask all customers — both consumers and business buyers — to inspect their goods within 24 hours of delivery.

Inspection & Damage Reporting – All Customers

Please check your delivery carefully upon arrival. If there is any visible damage, defect, or missing item, you must notify us within 24 hours of delivery by contacting:

📞 0330 1656 200

📧 sales@aircareappliances.co.uk

Why this matters: Most courier services require damage claims to be submitted within 24–48 hours. Reporting issues promptly allows us to raise a claim on your behalf and resolve the matter as quickly as possible.

Failure to report damage within this timeframe may result in the claim being rejected, and we may be unable to offer a refund or replacement beyond this point.

Returns & Cancellations – Consumer Customers (Private Individuals)

If you are a consumer and have simply changed your mind, you are entitled to cancel your order within 14 calendar days of receiving the goods, under your statutory cooling-off period.

To be eligible for a full refund:

• unused, in original packaging, and in a resalable condition
• partial refund may apply
  

Refunds will be issued within 14 days of receiving the returned goods.

Returns – Business Customers (Trade / Commercial Buyers)

For all business purchases, cancellation rights under the Consumer Contracts Regulations do not apply. We do not accept returns for change-of-mind purchases on business orders unless agreed in writing at our discretion.

Any issues or damage must still be reported within 24 hours of delivery, as outlined above.

How to Arrange a Return

To request a return or report an issue, please contact us with your:

• Order number
• Details of the issue
• Photographic evidence, where applicable

Once approved, we will issue a Returns Number and Returns Form, which must accompany the returned item(s).

Returns should be sent to:

Aircare Appliances Returns

2 Charles House

Dawley Brook Road

Kingswinford

DY6 7BD