Return & Refund
We want you to shop with confidence at Blue Oak Home. If you're not completely satisfied with your purchase, we're here to help.
Returning an Unwanted Item
If you change your mind, you can return most items within 30 days of receiving your order.
To arrange a return, please contact our customer support team before sending any items back.
Returned items must be:
- Unused and in their original condition
- Complete with all accessories and documentation
- Returned in their original packaging where possible
Please note that customers are responsible for return delivery costs for unwanted items.
Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Bespoke or made-to-order products
- Custom-built fireplace suites
- Products manufactured to customer specifications
- Items that have been installed, assembled, modified or damaged after delivery
This does not affect your statutory rights if a product is faulty or not as described.
Faulty or Damaged Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible and ideally within 30 days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- A brief description of the issue
- Clear photographs showing any damage
Where a product is confirmed to be faulty, damaged or incorrect, we will arrange an appropriate solution, which may include:
- Replacement parts
- Product replacement
- Repair
- Full refund
Blue Oak Home will cover any return shipping costs for verified faulty or damaged goods.
Refund Processing
Once your returned item has been received and inspected, we will process your refund.
- No restocking fees are charged
- Refunds are issued to the original payment method
- Refunds are typically processed within 10 days of receiving the returned goods
Please note that deductions may be made where goods show signs of use beyond what is necessary to inspect them.
How to Start a Return
To arrange a return or discuss a refund, please contact our customer support team:
Email: support@blueoakhome.co.uk
Telephone: 0116 373 4193
Business Hours
Monday: 9:30am – 5:00pm
Tuesday: 9:30am – 5:00pm
Wednesday: 9:30am – 7:00pm
Thursday: 9:30am – 5:00pm
Friday: 9:30am – 5:00pm
Saturday: 9:30am – 5:00pm
Sunday: Closed
Please do not return items without contacting us first, as different products may need to be returned to different warehouse locations.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.
Need Help?
If you have any questions regarding your order or delivery, our customer support team is happy to assist.
Email: support@blueoakhome.co.uk
Telephone: 0116 373 4193
Business Hours
Monday: 9:30am – 5:00pm
Tuesday: 9:30am – 5:00pm
Wednesday: 9:30am – 7:00pm
Thursday: 9:30am – 5:00pm
Friday: 9:30am – 5:00pm
Saturday: 9:30am – 5:00pm
Sunday: Closed
Blue Oak Home is a trading name of Blue Oak Fireplaces Ltd.
Registered Office:
1159 Melton Road, Syston, Leicester, LE7 2JS
Company Number: 16573935
VAT Number: GB498028747