Returns &
Refunds Policy

1. Unopened Returns — Full Refund

If your Mayfair fire has not been opened and is returned in its original, undamaged packaging within 30 days of delivery, you are entitled to a full refund of the purchase price including any delivery charge paid.

To initiate an unopened return, contact us by WhatsApp on 01274 985738 or email us at returns@mayfairfires.co.uk. We will arrange collection at no cost to you. Refunds are processed within 5 working days of the product being received back at our warehouse and confirmed as unopened and intact.

• Product must be in original, sealed manufacturer packaging
• All original accessories and documentation must be present
• Return must be initiated within 30 days of delivery
• Collection arranged free of charge by Mayfair Fires
• Full purchase price refunded within 5 working days of receipt

2. Opened or Used Fires — No Return

Once a fire has been removed from its packaging and used — or installed into a media wall — it cannot be returned for a refund unless it is faulty or damaged (see Section 3 below).

This policy exists because electric fires that have been fitted into media walls involve significant construction work — boarding, plastering and electrical connection. The fire cannot be re-sold as new once it has been installed. We strongly encourage customers to visit one of our authorised showrooms before purchase to see the fire burning live and ensure it is right for them before any installation work begins.

3. Faulty or Damaged Goods

If your Mayfair fire develops a fault or arrives damaged, you are protected by our warranty and by your statutory rights under the Consumer Rights Act 2015.

On delivery: If the fire arrives visibly damaged, do not accept delivery. Note the damage on the delivery paperwork, photograph the packaging and contact us within 24 hours on 01274 985738.

Fault develops after installation: Contact us and we will arrange an in-home engineer visit (covered under our 2-year on-site warranty). Our process for resolving faults is:

• Step 1 — Repair: We attempt to repair the fault at your property at no cost.
• Step 2 — Replacement: If the fault cannot be repaired, we replace the fire with the same or equivalent model at no cost.
• Step 3 — Refund: Only if we are unable to repair or replace the fire will a full refund be issued. In this case we will arrange removal of the original fire and refund the full purchase price.

Faults covered include: electrical failure, heater malfunction, flame effect failure, glass defects and control system faults. Normal wear to consumable components (bulbs, logs) is not covered after the first 90 days.

4. Warranty Summary

• 2 years on-site warranty — we visit and fix at your property
• 5 years parts warranty — all mechanical and electrical components
• Warranty is transferable to a new owner if the property is sold
• Warranty is void if the fire has been modified, incorrectly installed or used in a non-domestic setting

5. How to Make a Return or Warranty Claim

The quickest way is to WhatsApp us on 01274 985738 with your order number, a brief description of the issue and photos where relevant. We aim to respond to all warranty and returns queries within 2 hours during business hours (Monday–Saturday, 9am–5pm).

You can also call us on 01274 985738 or write to: Customer Services, Mayfair Fires, 258 Thornton Road, Bradford, BD1 2LB.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you purchased your fire as a consumer (not for trade purposes), you have the right to cancel your order within 14 days of delivery under the Distance Selling regulations, provided the goods have not been installed or used. Contact us within 14 days and we will arrange collection and a full refund.