Returns & Refunds

At Zigi’s and Norwich Fireplaces & Woodburners, we want you to be delighted with your purchase and we will endeavour to ensure you enjoy your purchase for many years to come. However, under certain conditions, you are entitled to a full or partial refund, if things do not go according to plan.

 

Online & telephone orders

• Per the Consumer Contracts Regulations 2013, you have the right to cancel your purchase and receive a full refund up to 14 days after the receipt of your order.
• The Consumer Rights Act 2015 states goods must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of the product you are entitled to the following:
  • If your goods are faulty, you may have a full refund up to 30 days after your purchase.
  • If your goods are found to be faulty any time up to 6 months from the date of receipt, we will attempt to repair or replace the item at no cost to you. If we cannot repair or replace the item, we will offer a full refund.
  • Any time up to 6 years from the date of receipt, if your goods are found not to have lasted this time, you may be entitled to a partial refund.

 

Goods bought in one of our showrooms

• The Consumer Rights Act 2015 states goods must be as described, fit for purpose, and of satisfactory quality. During the expected lifespan of the product you are entitled to the following:
  • If your goods are faulty, you may have a full refund up to 30 days after your purchase.
  • If your goods are found to be faulty any time up to 6 months from the date of receipt, we will attempt to repair or replace the item at no cost to you. If we cannot repair or replace the item, we will offer a full refund.
  • Any time up to 6 years from the date of receipt, if your goods are found not to have lasted this time, you may be entitled to a partial refund.
• You do not automatically have a right to return or exchange non-faulty items as a result of a change of mind. We do, however, value your business. Please call or visit us to discuss your purchase.

 

Services paid for in one of our showrooms, via the internet, or by telephone

• The Consumer Rights Act 2015 says:
  • You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it.
  • If you have not agreed on a price with us beforehand, what you are asked to pay must be reasonable.
  • If you have not agreed a time with us beforehand, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06