Refund and Return Policy

Thank you for choosing TruFirePit. We are committed to ensuring that our customers are satisfied with our range of firepits and related services. Should you feel that our product or service did not meet your expectations, we are here to assist.

If you are not entirely content with your purchase, you have the option to return it to us for a complete refund or opt for an exchange, given it aligns with our stipulations. Kindly refer to the guidelines below to better understand our Refund Policy.

Customers may request a refund for any purchase that remains unused. To initiate a refund, please reach out to us at info@trufirepit.co.uk. TruFirePit is amenable to issuing refunds for any genuine reason, provided the claim is made within seven (7) days from the purchase date and the product remains in its original, unused condition. Further details are available below, however, refund requests submitted outside of the outlined parameters will still be duly considered.

Return, Exchange, and Repair Procedures

For any purchases made from TruFirePit, items should be dispatched for return within seven (7) days of the purchase date. All returned items must remain in their original, uninstalled state and be preserved in their original packaging. Products that are made to measure, bespoke, ex-display, or end-of-line, as well as any item that has been used or installed, are exempt from being returned or exchanged.

If you have received items that are incorrect due to an error in our delivery or a mismatch with our description, you have the right to return them for a refund or replacement. However, the items must be returned promptly in their original, unopened packaging with proof of purchase. You can return them via post or another delivery service of your choice. For mailed returns, expect a resolution within twenty-eight (28) days of our receipt.

In cases where you are not entirely satisfied with your purchase, but the items are not faulty, they can be returned within three (3) calendar days of delivery. The items should retain their original condition and packaging, accompanied by proof of purchase. You can return these either in person during our business hours or send them through a delivery service at your own cost. Mailed returns of this nature will be processed within three (3) calendar days of their receipt by us.

Should you encounter goods that are damaged or faulty upon delivery, please return them as soon as possible, ideally within a week. Notify us about the fault to facilitate the return, and remember, normal wear and tear or improper treatment are not covered under this provision. If returning faulty items up to thirty (30) days after delivery, we may request proof of the defect. For returns due to faults or damages, Enviro-Flame will aim to resolve such returns within three (3) days of receipt. If a repair is deemed necessary, we will provide an estimate within five (5) working days of receiving the returned item.

Return Process

To return an item, please email customer service at info@trufirepit.co.uk to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, place the item securely in its original packaging, then mail your return to the following address:

TruFirePit

Attn: Returns

RMA #

Unit 20A, Whitebridge Ind Estate, Stone, ST15 8LQ

Please be aware that the return shipping charges will be borne by you unless we otherwise make an agreement with you prior to purchase. For the security of your item, we strongly advise using a traceable shipping method. 

Refund Process

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) days from the receipt of your item to process your return or exchange. If you are eligible, you will be issued a full refund within a week of approval. Please note that items bought on a sale are exempted from returns.

You will receive the refund through the same payment method you used to make the purchase. Please note that refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

If for any reason, TruFirePit is unable to issue a refund via your initial payment method, we will provide the value in equivalent credit or provide an alternate method of refund. Please note that some payment methods available in your jurisdiction may not support refunding a purchase back to the original payment method.

Please note that bespoke or custom-made items will not be eligible for a refund once production has begun.

How to Request a Refund

You can request a refund or get other assistance with your purchases at info@trufirepit.co.uk.

Abuse

Refunds are designed to remove the risk from purchasing products – not as a way to get free products. If it appears to us that you are abusing refunds, we may stop offering them to you.

No Disparagement

You agree not to disparage us in any manner. For the avoidance of doubt, disparagement shall mean disparaging or otherwise making any false or negative statements about TruFirePits’ products, services, members, managers, or employees.

Release of Liability

You, on behalf of yourself, and your respective heirs, estates, administrators, successors and assigns hereby unconditionally release and forever discharge TruFirePit and its agents, employees, representatives, managers, members, predecessors, successors, parents, subsidiaries, assigns, and affiliates, and from any and all claims, causes of action, demands, obligations, liabilities, damages, attorneys’ fees, costs, and expenses of any type and nature whatsoever, whether in law or in equity whether known or unknown, either existing or that may exist from the beginning of time to the date of this release.

No Admission of Liability

You understand and acknowledge that acceptance of any refund request by you shall be not deemed or construed as an admission of liability by TruFirePit with respect to any dispute or any other matter. This Refund Policy shall not be used or construed in connection with any other suit or other proceedings as an admission or concession of liability.

Questions

Should you have any inquiries regarding our Refund Policy, feel free to reach out to via  email at info@trufirepit.co.uk.

Company info: C&S Home and DIY Ltd

Company registration number: 16309138

Registered address: 5 the thistles, st5 2hl

Customer service email: info@trufirepit.co.uk