Refund policy
Last updated: 29 October 2026
Glowing Flames is a trading name of HCH Green Limited (company number 14260833). This policy explains how long you have to change your mind, what returns cost, what to do if something arrives damaged or faulty, and how quickly we refund. Nothing in it affects your legal rights as a consumer.
At a glance
- 30 days to change your mind, counted from the day your order is delivered.
- No restocking fees.
- Published collection prices for large items, shown below, so you know the cost, or the most it can be, before you order.
- Refunds within 14 days, and we aim to refund within 5 working days. See "Your refund" below for when the 14 days start.
- Damaged, faulty or wrong items are collected free and put right.
1. Changing your mind
Your 14 day legal right to cancel
If you buy as a consumer, you can cancel your order for any reason from the moment you order until 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.
Our extended 30 day returns
On top of your legal right, we give you until 30 days after delivery to change your mind. For returns between day 15 and day 30, the item must be unused, unassembled and uninstalled, complete, and in its original packaging.
How to cancel
Tell us by emailing info@glowingflames.co.uk with your name, order number and the items you want to return. Any clear statement that you want to cancel is enough, and you can use the model cancellation form at the end of this policy if you like. We'll reply with a returns reference and the return address or a collection date.
Once you've told us, you have 14 days to send the goods back or make them available for collection. Please don't send anything until we've confirmed where it goes: most of our products ship directly from UK suppliers and go back to their warehouse, not to our office.
What a change-of-mind return costs
| Item | How it comes back | Cost to you |
|---|---|---|
| Parcel items, such as accessories, covers, tools, flue pipe and spare parts | Send it back yourself by a tracked, insured service, or ask us to collect | Your postage, or £15 if we collect |
| Single pallet items, such as stoves, gas and electric fires, gas BBQs, pizza ovens, fire pits, chimineas, patio heaters and radiators | We arrange collection | £90 |
| Two-person or multi-pallet deliveries, such as fireplaces and suites, masonry BBQs, outdoor kitchens and log stores | We arrange collection | £150 per order |
| Garden buildings, such as sheds and pergolas, returned unassembled in their packs | We arrange collection | We confirm the price before booking, and never more than £250 |
| Collections from Scotland, Northern Ireland, the Highlands and islands | We arrange collection | We confirm the price before booking, and never more than £250 |
Large and heavy items can't go back by normal post, which is why we publish these collection prices. They are what the carrier charges to collect, not a fee on top. We only arrange collection if you ask us to, and the charge is taken off your refund. For pallet items, please have the item back in its packaging, or securely strapped to a pallet, ready for the driver. We don't charge restocking fees.
Condition of returned goods
Please look after the goods while they're with you and repack them in their original packaging where you can. Within your 14 day legal right you can handle and inspect them as you would in a shop, and missing packaging on its own never removes that right. If the goods have been handled beyond what's needed to inspect them, we can reduce your refund by the actual loss in value. As a guide:
| Condition when returned | Typical reduction |
|---|---|
| Opened, inspected and repacked in its original packaging | None |
| Unused, but the original packaging or pallet crate is missing or badly damaged | 10% to 20%, only where this causes a real loss |
| Assembled and taken apart again, or with minor marks | 20% to 40% |
| Stove or pizza oven lit, BBQ cooked on, flue fitted, appliance installed or gas appliance connected | 50% or more, up to the full price |
| Garden building or log store put up, treated or painted | 50% or more, up to the full price |
We only ever deduct the real loss in value, and we'll show you how we worked it out.
Your refund
We refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of our cheapest standard option. If we haven't sent your order yet, or we have offered to collect the goods (see the table above), we refund within 14 days of the day you tell us you're cancelling. Otherwise, we refund within 14 days of the goods reaching us, or of you giving us proof that you've sent them, whichever comes first. We aim to refund within 5 working days. Refunds go back to your original payment method and we never charge a fee for making them.
Items you can't return for a change of mind
The right to cancel doesn't apply to goods made to your specification or clearly personalised, for example a surround, hearth or back panel made or cut to your measurements, or an appliance painted or finished to order in a colour you chose. We'll tell you on the product page or before you order if an item is made to order. Faulty goods are always covered by your legal rights.
2. Damaged, wrong or faulty items
Please check your delivery before you sign for it. If anything is damaged or missing, sign for it as "damaged" and note what's wrong. If the driver can't wait, sign "unchecked", then check everything straight away.
Tell us within 48 hours if anything is visibly damaged, missing or wrong, and within 7 days if you find hidden damage when you unpack, with photos if you can. Please don't book your installer until you've unpacked and checked everything, including controls, valves, knobs and moving parts. Telling us quickly helps us put things right fast. It doesn't affect your legal rights, which are set out below.
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:
- Within 30 days of delivery you can reject the goods and get a full refund.
- Within 6 months of delivery, if you don't reject them or a fault appears later, we will repair or replace the item. If a repair or replacement isn't possible or doesn't fix the problem, you can have a refund or a price reduction.
- After 6 months you still have rights if the goods were faulty when delivered, and you can claim for up to 6 years (5 years in Scotland).
Where an item is damaged, faulty or not what you ordered, we collect it free and pay for the replacement delivery.
3. Manufacturer guarantees
Many products come with a manufacturer's guarantee (for example on stoves and BBQs). A guarantee is in addition to your legal rights and does not replace them. Some guarantees require the appliance to be installed by a suitably qualified and registered installer (for example Gas Safe for gas appliances, or HETAS for wood burning stoves) and to be registered with the manufacturer. Please keep your installation certificate.
4. Exchanges
The quickest way to swap an item is to return it as above and place a new order for the item you want. If you'd like help choosing the right replacement, email us before you return anything.
5. Business customers
If you buy for business purposes, the 14 day legal right to cancel does not apply, but we will always try to help. Please contact us.
6. Contact
HCH Green Limited, trading as Glowing Flames
Registered office: Bury Farm, Church Street, Bovingdon, Hemel Hempstead, Hertfordshire, HP3 0LU
Email: info@glowingflames.co.uk
Please don't send returns to our registered office. We will give you the correct return address for your item.
Model cancellation form
(Complete and return this form only if you wish to cancel your order)
To: HCH Green Limited, trading as Glowing Flames, Bury Farm, Church Street, Bovingdon, Hemel Hempstead, Hertfordshire, HP3 0LU. Email: info@glowingflames.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date: