Returns, Refund & Cancellations Policy

Name: Pre-Built Media Wall With Electric Fire
Brand: Evolution Fires

Refunds, Returns & Cancellations Policy

In an ideal world, every customer would love the item they’ve just purchased, but we live in the real world, and we know that sometimes things don’t quite work out the way we expect them to. Whether it’s a change of heart, an unexpected issue with the product, or simply something that doesn’t quite fit as imagined, we understand that returns and cancellations are sometimes necessary. We want to make this process as straightforward as possible while ensuring that our policy remains fair and fully compliant with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Right to Change Your Mind (Standard Stock Items)

For stock items, we offer a 14-day return period from the date of delivery, giving you time to decide whether the item is right for you. If you wish to return a product within this timeframe, simply notify us via email at support@evolutionfires.com. The customer is responsible for the return shipping costs.

There are 2 options available for a return

Option 1: Return in Person
● If you prefer, you can return your item directly to our warehouse. Email us at support@evolutionfires.com to book a return appointment.
● Upon arrival, our team will inspect the item in your presence.
● If the item is in resalable condition, your refund will be processed within 14 days.

Option 2: Collection by Evolution Fires
● If you would like us to collect your item, we can arrange this for a £130 collection fee, which will be deducted from your refund.
● The item must be securely packaged to prevent damage during transit.

To be eligible for a refund:

● The item must be unused, in its original packaging, and in resalable condition.
● You must arrange for the return at your own expense unless the item was faulty or incorrect upon delivery. All returned items will be thoroughly inspected and tested upon receipt. If no fault is found or if the item matches the original order, the return will be treated as a change of mind, and the return shipping cost, along with a reasonable handling fee, may be deducted from the refund.
● If the item is returned in a damaged or non-resalable condition, we reserve the right to deduct an amount from the refund to cover the cost of restoring the item.

We believe in transparency, so we want to ensure you are fully aware of the return conditions before purchasing. If you have any concerns about dimensions, aesthetics, or compatibility, feel free to contact us before placing your order.

2. Custom-Made and Bespoke Products

Some of our products are made to measure and tailored specifically to your requirements. These items are non-returnable and cannot be cancelled once production has begun. This includes:

Custom-sized wall-mounted fireplaces and fireplace suites that differ from our standard models.

Media walls with bespoke dimensions, TV cut-outs, soundbar cut-outs, or non-standard colour finishes.

Custom-sized wall-mounted fireplaces and fireplace suites that differ from our standard models.

Order Cancellations and Refunds

If a CAD drawing has been prepared for your bespoke media wall, a non-refundable fee of £200 will be deducted to cover design costs.

Once production has started, the order cannot be cancelled or refunded under any circumstances.

Once a custom-made product has been dispatched, returns are not accepted.

We strongly advise customers to carefully confirm all specifications and measurements before placing an order for a custom-made product.

3. Damaged or Faulty Goods

We take great care to ensure all items are delivered in perfect condition. However, if your item arrives damaged or faulty, you must notify us within 48 hours of delivery by emailing support@evolutionfires.com.

Before Installation

1. Please inspect and test your item before beginning the build.
After every purchase, we email a Media Wall Build Checklist to the customer. This checklist must be provided to your builder or installer and followed in full before and during construction.
Testing the fire before installation confirms that the product operates correctly and prevents issues during or after your build.

2. If the packaging or product appears damaged, do not install it and contact us immediately.
Once an item has been installed or altered, we cannot accept responsibility for any visible or physical damage.

Installation Responsibility

All electric fireplaces must be installed in accordance with the below:

The manufacturer’s installation manual, and the Evolution Fires Media Wall Build Checklist sent by email after purchase.

Failure to follow these documents may result in damage, malfunction, or voiding of warranty.

Faults or damage resulting from:

1. Incorrect installation or wiring

2. Inadequate or incompatible electrical supply

3. Modifications, tampering, or misuse

4. Removal of the moulded plug top

Failure to follow the above steps before & during the installation using the media wall build checklist and the product manual instructions will void your warranty and the product will not be covered under our returns policy.

Reporting an Issue

If a fault or damage is discovered, please email clear photographs and your order number.
We will assess the issue and, where appropriate, arrange a repair, replacement, or refund at no cost to you.

Returns and Refunds

If a product is confirmed to be faulty, we will arrange collection of the item and issue a full refund (including standard delivery costs) once it has been returned and inspected.
If the item is returned and no manufacturing fault is found, the product will be returned to you at your cost.
We reserve the right to deduct reasonable collection or inspection charges from any refund where applicable.
Faults caused by incorrect installation, electrical issues, or failure to follow the Media Wall Build Checklist are not covered under warranty or the Consumer Rights Act 2015.

Your Legal Rights

Under the Consumer Rights Act 2015, you have the right to reject a faulty product within 30 days of delivery for a full refund.
If a fault develops after 30 days but within six months, we will offer a repair or replacement.
If this is not possible, you may be entitled to a partial or full refund.

4. How to Return an Item Once the Item has Shipped out of our factory

If your item has already been shipped and is with the courier, please be aware that return costs will still apply, as we get charged for this service.

If your item has already been dispatched and is with the courier (you will have received a dispatch notification by email or text), and you wish to cancel the order, you must first accept the delivery. Once an item is in transit, we are unable to redirect or cancel the shipment. After receiving the item, you can then initiate the return process in accordance with our returns policy. Please be aware that return shipping costs will apply, and the item must be returned in its original condition and packaging. We’re committed to making the returns process as smooth as possible, and you have two options available:

5. Cancelling an Order Before Dispatch

We understand that sometimes plans change. If you need to cancel an order before it has been dispatched, you can do so by emailing support@evolutionfires.com as soon as possible.

● For standard stock items, Media Wall Fires These items are generally shipped out the next working day. You can only cancel the order if the item has not shipped out of our factory. If you cancel the order and the item has already shipped the return shipping costs will be applied.
● For custom-made products, cancellations are only possible before production begins. Once production has started, the order cannot be cancelled or refunded.
● If a CAD drawing has been issued, a £200 deduction will be applied to cover design costs.

6. Refund Processing

We process refunds as quickly as possible. Here’s what to expect:

● Once a refund has been processed for a cancelled order, please allow up to 10 working days for the funds to appear in your bank account.

● Refunds are typically processed within 14 days of receiving the returned item.
● All refunds will be issued to the original payment method.
● If an item is returned in a condition that does not meet our resale requirements, we may deduct a restocking fee.

Shipping Costs:
“Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.”

Proof of Purchase:
“All refunds require proof of purchase (e.g., order number or receipt).”

Bank Processing Times:
“Please note that processing times may vary depending on your bank or payment provider.”

Exclusions:
“Custom or bespoke items are non-refundable.

7. Exchanges

We do not offer direct exchanges. If you wish to replace an item, the original product must first be returned and inspected. Please note that return shipping costs will apply to the returned item. Once the return is processed and approved, you can place a new order for the desired product.

8. Important Considerations Before Purchasing

Before placing an order, please ensure that:

● You have measured your space correctly to ensure the product will fit.
● You have read all specifications and product details.

● You have read the Terms and Conditions on the website
● You understand that custom-made products cannot be cancelled or returned once production has started.

● You understand that we supply fixing brackets for brick walls only (Pre-built Media Walls)

● You understand that your plug socket positions will need to be moved.

● We don’t install any of our products; we manufacture and deliver them to your home.
● If in doubt, contact us at support@evolutionfires.com before making a purchase.

Do not book any tradesmen or installation services until you have received all parts and goods.

We will not be held liable for any costs incurred from booking installation services before your product has been delivered in full. This includes any charges for delays, rescheduling, or rebooking.

It is your responsibility to ensure that the entire order is received and checked before proceeding with installation. Booking installation prematurely will result in no reimbursement for any associated costs under any circumstances.

9. Contact Information for Returns & Cancellations

For any queries regarding returns, cancellations, or refunds, please reach out to our support team:

This policy does not affect your statutory rights under UK consumer law

We hope that you love your Evolution Fires product, but if something isn’t quite right, we’re here to help. By making our policies clear and transparent, we aim to make the returns and cancellations process as simple and fair as possible. If you have any questions, don’t hesitate to reach out to our team!

Return Address

Evolution Fires

Unit 2 Firefly Square

Plantation Road

Burscough

L408JT

Email for Returns support@evolutionfires.com

Phone number for Returns is 01704 627261