Refund policy

Last Updated: 10 July 2026

 

At LUXERGY we want you to be completely satisfied with your purchase. This policy explains your rights and the process for returns, refunds and issues with faulty or damaged goods.

Different products in our range are covered by different return arrangements depending on how they are made and supplied.

Standard products

Applies to fireplaces and accessories from our ScandiFlames, Foco, Cocoon, Icon, Heation and Muztag ranges.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving the goods. To exercise this right, please notify us at info@luxergyheating.co.uk within the 14-day period. You then have a further 14 days to return the goods.

Return conditions

For a full refund, returned items must be:

  • Unused and uninstalled
  • In their original packaging with all included accessories
  • In the same condition as received

We may deduct from your refund for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and function. Examples include damaged or missing original packaging, signs of use or attempted installation, or missing accessories.

Return shipping

Return shipping is arranged and paid for by the customer. Most fireplaces are returned on a pallet, and we can arrange collection through our freight partner on your behalf — the cost will be confirmed before collection is booked.

For faulty, damaged or incorrect items, we cover the return shipping cost (see Faulty, damaged or incorrect goods below).

Refund process

Refunds are processed within 14 days of receiving the returned item at our warehouse and confirming its condition. Refunds are made to the original payment method.

Smart Fire and Neverdark bespoke products

Smart Fire and Neverdark fireplaces are made to order and manufactured to your specification. Under Regulation 28 of the Consumer Contracts Regulations 2013, goods made to the consumer’s specifications or clearly personalised are exempt from the 14-day statutory right to cancel.

This means once your order is confirmed and manufacturing has begun, we cannot accept a cancellation or return for a change of mind.

Your rights in the event of a faulty, damaged or incorrect product remain fully protected — see below.

Faulty, damaged or incorrect goods

This section applies to all products, regardless of range.

Under the Consumer Rights Act 2015, you have the right to reject faulty goods and receive a full refund within 30 days of purchase. After 30 days, we will repair or replace faulty items in line with your statutory rights.

If your item arrives visibly damaged or incorrect:

  • Do not accept the delivery if damage is visible before signing (for pallet deliveries).
  • If damage is discovered after delivery, contact us within 48 hours at info@luxergyheating.co.uk with photographs of the damage and packaging.
  • We will arrange return, repair or replacement at no cost to you.

For faulty, damaged or incorrect Smart Fire or Neverdark products, returns are handled directly with the supplier’s logistics team, which we will coordinate on your behalf.

How to request a return

To request a return, please email info@luxergyheating.co.uk with:

  • Your order number
  • The reason for return
  • Photographs (for damaged, faulty or incorrect items)

We will respond within 1 business day with next steps.

Refund timeframes

Once we receive and inspect your returned item, refunds are processed within 14 days to the original payment method. Depending on your bank or card provider, it may take an additional 3–5 business days for the refund to appear in your account.

Late or missing refunds

If you have not received a refund within the expected timeframe:

  • Check your bank account again.
  • Contact your credit card company — it may take some time before your refund is officially posted.
  • Contact your bank — there is often processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at info@luxergyheating.co.uk.

Contact

LUXERGY

Email: info@luxergyheating.co.uk

Phone: 0203 432 3413

WhatsApp: 07392 790 465