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Cancellation Policy

You may cancel your order where the products delivered are defective. In addition, an order can only be cancelled if it is Pending Approval. Otherwise, our usual returns process is available for qualified items, subject to what we say below, cancel your order at any time within 7 working days of us sending to you confirmation of dispatch.
 
To cancel your order, you must first email us to tell us that you would like to cancel your order. You must also return the products to us in the same condition in which you received them. 
 
If the products are defective, your notice of cancellation and returned products must reach us within the 7 working days period referred to above.
Please, submit your cancellation via email to info@ourfireplace.com
Email cancellations must contain the following: First name, Last name, order number and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions in regards to cancelling your order.
 
Every effort will be made to accommodate the cancellation of your order, providing your order has not been charged and/or shipped out. In the event that a cancellation was submitted via email, and your order was shipped out after, we will gladly refund the complete balance charged, including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund the merchandise total less shipping.
 
Please Note: Items whose 'Item Availability' are marked 'Custom' or 'Made to Order' cannot be changed, canceled, or returned at any time.