Refunds policy
1. Right to Return (Cooling-Off Period)
If you are a consumer, you are entitled to cancel your order within 7 days of receiving the goods, without giving a reason, provided certain conditions are met (see Section 2).
To initiate a return, you must notify us in writing within this 7-day period via email:
returns@biofireplace.ie
2. Return Eligibility Conditions
Returns will only be accepted if all of the following conditions are met:
- Return request is made within 7 calendar days of delivery.
- Item is unused, undamaged, and in original packaging.
- Return is pre-approved in writing by us.
- Item is not custom-made or personalised (see Section 5).
We reserve the right to refuse a return or apply a restocking fee of up to 50% if these conditions are not fully met.
3. Return Shipping
- You are responsible for arranging and covering return shipping.
- We do not offer collection services.
- We will provide you the physical address and you must sent the approved return within 7 days.
4. Refunds
If your return is approved and received in acceptable condition:
- A refund will be issued within 14 days using the original payment method.
- We may deduct:
- Original delivery fees (even if free shipping was offered).
- Up to 50% restocking fee for damaged or poorly packaged returns.
- Return courier cost if we assist with shipping.
- We may withhold the refund until the goods are returned or proof of shipment is received.
5. Exclusions – No Right of Withdrawal
The following items are non-refundable:
- Custom-made or personalised items.
- Perishable goods or items with short shelf life.
- Opened sealed goods (for health/hygiene reasons).
- Goods damaged or not in resaleable condition due to misuse.
6. Faulty or Damaged Items
If your item is faulty or damaged, please notify us within 48 hours of delivery at
returns@biofireplace.ie with supporting photos.
If verified, we may offer a replacement, repair, or full refund. You may also be entitled to a remedy within 2 years of delivery under EU consumer law.
7. Important Notes
- Refunds are subject to the above terms and our full Terms & Conditions.
- This policy does not affect your statutory rights under Irish and EU law.
BioFireplace Management Team – MH.