We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase.

You have the right to cancel and return your order within 14 days of receiving the products. If you inform us within 7 days, we will arrange to pick up the product free of charge and refund the price of the products in full within 7 days of receipt of the product.

If you cancel your order after 7 days, you must return the products to us in their original condition and packaging at your own cost. We will refund the price of the products in full within 7 days of receiving the returned products. Here are the returns guidelines:

1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.

   1. Request your Return Authorisation by emailing team@merlinstoves.com with the reason for the return. If it is regarding damage, a picture or a video of the product would be advantageous. Upon approval, you will receive the return information.

   2. If you are retuning the product please use a trackable mail service, we will not be responsible for lost or missing packages.

   3. Upon the receipt of your package, your products will be examined and a full refund within 7 days that will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

LATE OR MISSING REFUNDS

We issue refunds as soon as your refund request is approved, and we will inform you on that date. This means that the money leaves our account immediately. If you haven't received a refund yet, first check your bank account again. Then contact your bank or credit card company, it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund yet, please contact us at team@merlinstoves.co.uk