Return Policy

1. Your statutory rights

Nothing in this policy affects your legal rights under UK consumer law, including your rights under the Consumer Rights Act 2015.

If your product is faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement or refund in accordance with your statutory rights.

2. Change of mind returns

If you purchased directly from Alogfire online or by telephone, you may have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To qualify for a cancellation return:

• You must notify us in writing within 14 days of receiving the goods.
• The goods must be returned within 14 days of notifying us.
• The product must be returned complete with all accessories, manuals and components supplied with it.
• The product must not have been used beyond what is reasonably necessary to inspect it.

For safety reasons, a gas appliance that has been ignited, connected to a gas canister or otherwise used may be considered used. This does not affect your rights where the product is faulty.

We reserve the right to make deductions from a refund where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, where permitted by law.

3. Used products

Once a product has been used beyond what is reasonably necessary to inspect it, it cannot normally be returned simply because you no longer want it.

This may include:

• Connecting a gas canister.
• Igniting the appliance.
• Using the product outdoors.
• Signs of soot, heat exposure or wear.

This section does not affect your rights where a product is faulty, not as described or otherwise does not conform to your statutory rights.

4. Products purchased from an Alogfire Retail Partner

If your Alogfire product was purchased from an authorised third-party retailer, your contract of sale is with that retailer.

For returns, refunds, exchanges, damaged deliveries, faulty goods and claims under your statutory consumer rights, you should contact the retailer from which you purchased the product. The retailer will assist you with the appropriate return, replacement, repair or refund process.

Nothing in this policy limits or affects your statutory rights against the retailer that sold you the product.

Manufacturer warranty claims

In certain circumstances, Alogfire may agree to deal directly with a product purchased from an authorised Alogfire Retail Partner for the purpose of a manufacturer warranty inspection or repair.

This does not transfer responsibility for the original sale from the retailer to Alogfire and does not mean that Alogfire accepts responsibility for refunds, exchanges or other remedies that are the responsibility of the supplying retailer.

Where Alogfire agrees to accept a third-party purchased product directly, our involvement will normally be limited to assessing and, where applicable, repairing a fault covered by the Alogfire manufacturer warranty.

Unless otherwise agreed by Alogfire, we do not accept products purchased from third-party retailers directly for:

• Change-of-mind returns.
• Refunds or exchanges.
• Accidental damage.
• Delivery damage.
• Missing items or components from the original order.
• Damage caused by misuse, neglect or improper handling.
• Matters that are not covered by the Alogfire manufacturer warranty.

Where we agree to inspect or repair a third-party purchased product directly under the manufacturer warranty, you will normally be responsible for arranging and paying for the safe transportation of the product to Alogfire and its return to you, unless Alogfire agrees otherwise or applicable law requires otherwise.

Proof of purchase from an authorised Alogfire Retail Partner will be required before a manufacturer warranty claim can be considered.

You must contact Alogfire and receive return authorisation before sending any product directly to us. Products returned without prior authorisation may be refused or returned to the sender.

5. Products purchased directly from Alogfire

If you purchased your product directly from Alogfire, contact [email protected] with your order number, product details, a description of the issue and photographs or video where appropriate.

For faulty products, we will review the issue and advise you of the appropriate next steps. These may include troubleshooting, inspection, repair, replacement, refund or another appropriate remedy depending on the circumstances and your statutory rights.

For change-of-mind returns, damaged deliveries and other return requests, the relevant sections of this policy will apply.

Do not send a product to Alogfire until your request has been reviewed and you have received return instructions and authorisation from our team.

6. Reporting a fault

If you believe your product is faulty, please report the issue as soon as reasonably possible.

If you purchased directly from Alogfire, contact our support team. If you purchased from a third-party retailer, you should normally contact the retailer that supplied the product.

Products may be assessed to determine the nature and cause of the reported fault. Where a manufacturing defect is confirmed, the appropriate remedy will depend on when and where the product was purchased, the applicable manufacturer warranty and your statutory rights.

Any time periods stated in an Alogfire manufacturer warranty are separate from your statutory consumer rights. Nothing in this policy reduces or limits the rights you may have under the Consumer Rights Act 2015 or other applicable consumer law.

7. Faulty products

Do not continue using a product that appears damaged, faulty or unsafe. Stop using it, turn it off and disconnect the fuel supply where it is safe to do so.

If your Alogfire product develops a suspected manufacturing fault:

1. Contact Alogfire, or the supplying retailer where applicable, with your order number or proof of purchase, a description of the issue and photographs or video where possible.
2. Troubleshooting guidance may be provided to help identify or resolve the issue.
3. Where necessary, arrangements may be made for the product or relevant component to be returned for inspection.

If a manufacturing defect is confirmed, the appropriate remedy may include:

• Repairing the product.
• Replacing the faulty component.
• Replacing the product where appropriate.
• Providing a refund where required by law.

The remedy available will depend on the circumstances, where the product was purchased and your applicable statutory rights.

8. Damaged deliveries

Check your delivery as soon as reasonably possible. Where an item arrives damaged, photograph the product, packaging and delivery label before disposing of any packaging.

If the product was purchased directly from Alogfire, contact Alogfire support promptly and provide the photographs together with your order details.

If the product was purchased from a third-party retailer, delivery damage should be reported to the retailer that supplied the product.

9. Return condition

Unless a product is faulty, returned items must be complete, safely packaged and supplied with the original accessories, manuals, instructions and packaging where reasonably possible.

Products must be packaged securely to prevent damage while in transit. Any gas canisters, fuel containers or other hazardous materials must not be included in the return.

10. Damage not covered by the manufacturer warranty

Unless otherwise stated in the applicable warranty terms, the Alogfire manufacturer warranty does not cover faults or damage caused by circumstances including:

• Misuse, neglect or reckless handling.
• Failure to follow the instructions or safety guidance.
• Incorrect fitting or removal of gas canisters.
• Use with unsuitable fuel, components or accessories.
• Accidental damage.
• Unauthorised modifications or repairs.
• Normal wear and tear.
• Commercial or rental use unless agreed in writing.

Products showing evidence of misuse, unauthorised modification or damage caused by improper handling may not qualify for repair or replacement under the manufacturer warranty.

This section relates to the Alogfire manufacturer warranty and does not exclude or limit any statutory rights you may have.

11. Return shipping

For products purchased directly from Alogfire, responsibility for return, collection and redelivery costs will depend on the reason for the return and your applicable consumer rights.

Where Alogfire is legally responsible for the cost of returning faulty goods purchased directly from us, appropriate return instructions will be provided when your claim is reviewed.

For change-of-mind returns and other circumstances where Alogfire is not responsible for return costs, the customer is responsible for arranging and paying for the return.

Where a product was purchased from a third-party retailer but Alogfire has agreed to accept it directly for a manufacturer warranty inspection or repair, the customer will normally be responsible for the cost of safely transporting the product to Alogfire and its return to the customer, unless Alogfire agrees otherwise.

We recommend using a tracked and adequately insured delivery service when you are responsible for arranging transportation.

Return shipping instructions and responsibility for costs will be confirmed when your return or warranty request is reviewed.

12. Inspection and testing

Returned products may be inspected and tested by our technical team or an authorised service provider.

Where no manufacturing fault is found, or the issue is determined to have been caused by incorrect use, installation, accidental damage or another cause excluded from the manufacturer warranty, the product may be returned to the customer without warranty repair.

Where applicable, a reasonable inspection, collection or return shipping charge may apply. Any applicable charge will be explained before chargeable work is carried out.

13. Repairs and replacement products

Replacement parts or products supplied under the Alogfire manufacturer warranty will normally continue to benefit from the remainder of the original warranty period, unless the applicable warranty terms or law provide otherwise.

A repair or replacement under the manufacturer warranty does not automatically begin a new manufacturer warranty period.

This does not affect any statutory rights that apply to a repair or replacement.

14. Refunds

Where Alogfire is responsible for providing a refund, approved refunds will normally be returned to the original payment method.

Products purchased from third-party retailers cannot normally be refunded by Alogfire. Any refund relating to the original retail purchase should be requested from the retailer that sold the product.

Refund processing times may vary depending on the bank, card issuer or payment provider.

15. Contact us

For returns, repairs and manufacturer warranty enquiries relating to products purchased directly from Alogfire, or where you wish to ask whether we can assist with a manufacturer warranty repair for a product purchased from an authorised Alogfire Retail Partner, contact:

Email: [email protected]
Telephone: 020 33 199 441
Website: www.alogfire.co.uk