Return & Refund

Refund and Returns Policy


Right to Cancel (30-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and return your purchase for any reason within 30 days from the day you, or a third party indicated by you, receives the physical goods.
To exercise your right to cancel, you must inform us of your decision by sending a written notice to our customer support team at support@blueoakhome.co.uk before the 30-day period expires.
Exclusions from the Right to Cancel
Please note that you cannot cancel, exchange, or return orders for products that are:
  • Bespoke or Custom-Made: Products manufactured, upholstered, or modified to your specific dimensions, colours, or custom configurations (including custom-built media walls, bespoke fireplace suites, or custom timber choices).
  • Damaged or Altered by the Consumer: Goods that have been altered, installed, assembled, or modified by the customer cannot be returned as unwanted items.
  • Sale and Promotional Items: Items purchased during clearance sales, promotional events, or using discount codes are fully eligible for cancellation and return under the same 30-day policy, provided they remain unused and in their original packaging.
Note: Your statutory rights remain completely unaffected. Custom, clearance, or installed goods that are inherently faulty or damaged upon delivery are fully covered under our defective goods policy below.

Return Authorisation Required


Important: You must contact our customer support team to obtain an official Return Reference before shipping any items back to us. Returns sent to our headquarters or fulfillment centers without a verified Return Reference cannot be logged automatically and may experience severe processing delays or refusal at the loading bay.
Product Exchanges
If you wish to exchange an item for a alternative model, size, or colour, please contact us within your 30-day window.
  1. We will issue you a Return Reference for your original item.
  2. You will be responsible for the return shipping costs of the original item as outlined below.
  3. Once the original item is received and inspected at our warehouse in a resaleable condition, we will process your exchange and dispatch the new item. Any price differences will be invoiced or refunded accordingly.

Return Shipping Costs & Responsibility

  • Customer Remorse / Unwanted Items / Exchanges: If you change your mind, choose the wrong item, or wish to make an exchange, you are responsible for paying the direct cost of return shipping.
  • Heavy Freight Items: Large, heavy, or palletised items (such as media walls, stoves, electric fires, and stone hearths) cannot be returned via standard postal services. The cost of return freight shipping for these heavy items is the sole responsibility of the customer. Estimated return freight costs range between £50 and £150 depending on the total item weight, dimensions, and the courier required.
  • Faulty or Damaged Items: If an item arrives damaged or faulty, Blue Oak Home will cover 100% of the return shipping costs or arrange a free courier collection.

Restocking Fees & Deductions

  • Restocking Fees: We charge £0.00 in restocking fees. You will never be charged an administrative fee to process a return or exchange.
  • Value Reductions: Goods must be returned in their original packaging, completely unused, and in a pristine, resaleable condition. We reserve the right to make a proportional deduction from your final refund if the value of the goods has been diminished by unnecessary handling, unboxing damage, or installation attempts.

The Refund Process

  1. Notification & Routing: Email support@blueoakhome.co.uk to notify us of your return. Our team will instantly provide you with your mandatory Return Reference and the direct routing address for our closest fulfillment warehouse.
  2. Primary Return Address: Alternatively, items can be securely returned directly to our main headquarters facility at:
    Blue Oak Home Returns
    1159 Melton Road
    Syston, Leicester
    LE7 2JS
    United Kingdom
  3. Return Window: You must physically send back the goods or hand them over to our designated courier no later than 14 days from the day you notified us of your cancellation.
  4. Processing Time: We will process your refund within 10 working days of receiving the returned goods back at our facility, or receiving verified tracking proof of return shipping.
  5. Payment Method: Refunds will be issued strictly back to the original payment method used during checkout.

Damaged, Defective, or Incorrect Goods

In accordance with the UK Consumer Rights Act 2015, all items must be of satisfactory quality, fit for purpose, and exactly as described.
  • Inspection on Arrival: Because our product catalog includes highly fragile components (such as glass panels, ceramic logs, and stone hearths), we highly recommend inspecting your delivery immediately upon arrival.
  • Reporting Damage: If your item arrives damaged or defective, please contact us within 30 days of delivery at support@blueoakhome.co.uk with your order number and digital photographs of the damage.
  • Remedy: We will promptly arrange a free collection, repair, component replacement, or offer a 100% full refund for any item verified as damaged or faulty upon delivery.

Contact Information & Business Hours

For all returns inquiries, cancellation notifications, exchange requests, or support, please contact our team:
  • Trading Name: Blue Oak Home (Blue Oak Fireplaces Ltd)
  • Company Registration Number: 16573935
  • VAT Identification Number: GB498028747
  • Registered Address: 1159 Melton Road, Syston, Leicester, LE7 2JS, United Kingdom
  • Contact Email: support@blueoakhome.co.uk
  • Contact Telephone: +44 116 373 4193