Refund policy

Fired Up Collective – Returns & Refund Policy

At Fired Up Collective, we are committed to supplying high-quality fireplaces and related products. Please read our returns policy carefully before making a purchase.

1. Returns Eligibility

Returns may be accepted under the following conditions:

The item must be unused, uninstalled, and in its original packaging
A return request must be made within 7 days of delivery
Proof of purchase must be provided

⚠️ No returns will be accepted once a unit has been installed or used.

2. Delivery & Return Costs

All return shipping and transport costs are for the client’s account
Fired Up Collective is not responsible for any return transport costs

3. Faulty or Damaged Goods

If a product is suspected to be faulty or damaged:

The issue must be reported within 48 hours of delivery
The client must provide clear photo or video evidence
Proof must show that the damage occurred before the unit was opened

Once assessed:

If the fault is confirmed, Fired Up Collective will arrange a repair, replacement, or refund

⚠️ No claims will be accepted if:

The unit has been installed
The damage occurred after unpacking, handling, or installation

4. Change of Mind Returns

Returns due to change of mind may be accepted if:

The unit is unused and in original packaging
The request is made within 7 days of delivery

Approved returns will be subject to:

A 15% restocking fee
Inspection to ensure the product is in resellable condition

Fired Up Collective reserves the right to decline returns that do not meet these conditions.

5. Non-Returnable Items

The following items are strictly non-returnable:

Installed fireplaces or braais
Used or damaged products
Custom orders or special imports
Flue pipes, components, and accessories once opened or installed

6. Refunds

Approved refunds will be processed via the original payment method
Refunds will only be processed once the returned item has been:
- Received
- Inspected
- Approved