Refund policy

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 clear 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 or return orders for products that are:
  • Bespoke or Custom-Made: Products manufactured or modified to your specific dimensions, colors, or custom configurations (including custom-built media walls or bespoke fireplace suites).
  • Damaged by the Consumer: Goods that have been altered, installed, or assembled by the customer cannot be returned as unwanted items.
Note: Your statutory rights remain unaffected. Custom or installed goods that are inherently faulty or damaged upon delivery are fully covered under our defective goods policy below.

RETURN SHIPPING COSTS & RESPONSIBILITY

  • Customer Remorse / Unwanted Items: If you change your mind and wish to return an item, you are responsible for paying the direct cost of return shipping.
  • Heavy Freight Items: Large, heavy, or palletised items (such as media walls, stoves, and stone hearths) cannot be returned via standard postal services. The cost of return freight shipping for these items is the responsibility of the customer.
  • Faulty or Damaged Items: If an item is arriving damaged or faulty, Blue Oak Home will cover 100% of the return shipping costs or arrange a free collection.

RESTOCKING FEES & DEDUCTIONS

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

THE REFUND PROCESS

  1. Notification: Email support@blueoakhome.co.uk to notify us of your return and receive the correct return warehouse address. Do not send items back to our registered office address without prior authorization.
  2. Return Window: You must send back the goods or hand them over to us without undue delay, and in any event no later than 14 days from the day you notified us of your cancellation.
  3. Processing Time: We will process your refund within 10 days of receiving the returned goods back at our warehouse, or receiving verified proof of return shipping.
  4. 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 as described.
  • Inspection on Arrival: Because our products include fragile items (such as glass panels and stone hearths), you must inspect 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 arrange a free collection, repair, replacement, or offer a 100% full refund for any item verified as damaged or faulty upon delivery.

CONTACT INFORMATION

For all returns inquiries, cancelation notifications, or support requests, please contact our team:
  • Trading Name: Blue Oak Home (Blue Oak Fireplaces Ltd)
  • Registered Address: 1159 Melton Road, Syston, Leicester, LE7 2JS
  • Contact Email: support@blueoakhome.co.uk
  • Contact Telephone: 0116 373 4193