Returns and Refund Policy

Thank you for choosing Twilight Fires.
We want you to love your purchase, but if something isn’t quite right, we’re here to help.

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Consumer Right to Cancel (UK Customers)

You have the right to cancel your order within 14 days of receiving it, unless the item is custom-made. Custom or made-to-order products cannot be cancelled once work has begun.

The cancellation period will expire 14 days after you (or someone you’ve authorised to receive the goods) takes delivery.

To cancel, please email us at support@twilightfires.co.uk within the 14-day period. Cancellations via phone, live chat, or social media will not be accepted.

If a pre-built media wall is cancelled after a CAD drawing has been completed, a £200 design fee will apply to cover the work done.

To meet the cancellation deadline, simply email us before the 14-day period ends.

After the cancellation window, returns may still be accepted at our discretion. If accepted, items must be received within 14 days of return approval. Additional charges may apply. This does not affect your rights under the Consumer Contracts Regulations 2014.

Please note: The 14-day cooling-off period does not apply to hazardous goods, flammable liquids, or gas appliances if they have been used.

Effects of Cancellation

If you cancel within the 14 days, we will reimburse payments received, excluding any delivery costs we have already incurred, even if free delivery was offered at checkout.

Refunds will be issued:

• Within 14 days of receiving the returned goods, or
• Within 14 days of you providing proof of return, or
• Within 14 days of your cancellation email if no goods were shipped

Refunds will be made using your original payment method unless otherwise agreed. We may withhold the refund until we’ve received the goods or evidence of return. In cases of suspected misuse or fraud, refunds may be reasonably delayed pending investigation where misuse, retained goods, fraudulent activity, or return discrepancies are identified.

You are responsible for the cost of returning the goods.

Bundled Items & Upgrades

Items sold as part of a bundle or upgrade package (e.g., flue pipe kits, glass screens, light kits, or log sets) must be returned as a complete set to qualify for a refund.

Partial returns of bundle items will not be accepted unless agreed in advance. All items must be unused and returned in their original packaging.

Product Returns and Restocking Fee for B2B (TRADE ONLY) Customers

• Products can be returned within 14 days if unused and in original packaging.
• A 20% restocking fee will be deducted from your refund.
• This fee covers admin, handling, and preparation for resale.
• Credit notes will be issued for eligible returns.

To Return a Product To Us

• Contact us first at support@twilightfires.co.uk
• Goods must be in their original packaging
• Use a registered, tracked courier
• Notify us when the item has been sent and provide proof of delivery

Please include in your email:

• Your full name
• Order reference
• Address
• Email address
• Phone number
• Date of purchase
• Date received
• Which item(s) you wish to return

Important: Do not return any items to our head office. A return address will be provided once your return is approved. Returns sent without approval or to the wrong address may be refused or delayed.

Unauthorised Returns

Returns sent without prior approval or outside the return window may be refused and returned to you at your expense.
We cannot guarantee processing of unauthorised returns, and items sent to the wrong address may be delayed, lost, or incur additional redelivery fees.

Return Condition Guidelines

• Must be in original, undamaged packaging
• Must be unused and uninstalled
• Must be suitable for resale

Installed, used, or modified items cannot be returned unless a fault is confirmed. Please inspect your items carefully before installation, as installation is considered acceptance of the product in its received condition.

Returns that don’t meet these criteria may be refused or subject to a deduction.

Retained, Used & Installed Goods

Where goods supplied under an order are retained, used, installed, altered, partially returned, or not made available for agreed return or collection, Twilight Fires reserves the right to reduce, withhold, offset, or refuse any refund or credit accordingly.

Products that have been installed, connected, fitted into a media wall, altered, modified, used beyond reasonable inspection, or otherwise incorporated into a property may be considered accepted by the customer and may not be eligible for return or full refund unless otherwise required under applicable consumer law.

Where only part of an order is returned, any refund or credit may be adjusted to reflect goods, accessories, upgrades, bundles, or components retained by the customer.

Twilight Fires reserves the right to recover any outstanding balance relating to retained goods and associated costs where applicable.

Sending a Return Back to Us

For delicate or fragile products, please:

• Inform your courier that the item is fragile
• Fully insure the parcel for its full retail value
• Use protective packaging to prevent transit damage

Damaged or Faulty Items

If your item arrives damaged or faulty, we may offer a repair, replacement, or refund, depending on the issue. You must:

• Inspect your item(s) on delivery
• Report any issues within 48 hours
• Provide photo evidence where possible

Refunds are only issued once the returned item has been received and inspected.

Incorrect or Missing Items

If something is missing or incorrect, please notify us within 48 hours of delivery. We'll resolve the issue as quickly as possible.

Installation, Operational Characteristics & Fault Assessment

Twilight Fires cannot accept responsibility for damage, faults, vibration, airflow restriction, operational noise, installation defects, cosmetic damage, electrical issues, media wall cracking, performance concerns, or other issues arising as a result of installation, modification, misuse, incorrect fitting, restricted airflow, third-party works, environmental factors, or failure to follow manufacturer installation instructions.

Customers are responsible for ensuring products are fully inspected, tested, and suitable for their intended environment prior to installation, fitting, alteration, or incorporation into a media wall or property structure.

Variations in operational sound, fan noise, airflow movement, heat expansion or contraction noise, flame visuals, LED effects, media wall acoustics, and perceived performance may occur between installations and environments and do not automatically indicate a fault.

A customer’s perception or opinion that a product is faulty, excessively noisy, unsuitable, or not performing as expected does not automatically constitute a confirmed fault. Twilight Fires and/or the manufacturer reserve the right to inspect, test, troubleshoot, request evidence, or assess the product in line with manufacturer tolerances and operating specifications before accepting a return, refund, replacement, or fault claim.

Products found to be operating within normal manufacturer tolerances, specifications, or expected operational characteristics may not qualify as faulty.

Twilight Fires is not responsible for labour costs, contractor costs, media wall costs, removal costs, reinstallation costs, redecorating costs, accommodation costs, or associated third-party expenses where products have been installed prior to inspection and testing.

Proof of Return

• Use a tracked courier service
• Retain proof of postage and tracking
• Let us know once your return has arrived

Customers remain responsible for returned goods until safely delivered and accepted by Twilight Fires. It is your responsibility to arrange appropriate insurance for the return.

Cancellations After Dispatch

If your order is cancelled after it has been dispatched, we will deduct the courier cost from your refund, even if free delivery was selected at checkout.

Price Adjustments

We do not offer price adjustments or refunds for items purchased before a sale or promotional period. Sale prices apply only during the live promotion.

Contact Us

Email: support@twilightfires.co.uk
Phone: 0330 043 0631