Return info
We hope that your purchase is exactly what you expected, however we understand that occasionally an issue may occur with your chosen item(s). If you change your mind for whatever reason and simply do not want any of the products purchased, as long as it is within 14 days of receipt of goods you may return the goods to us as we offer a hassle-free 14 day returns policy:
You can return your item if it is unsuitable, provided it’s unopened and in its original packaging.
However you (the customer) shall be responsible for the return of the product and all cost associated with this.
You the customer will be responsible for our postage costs to you which will be deducted from the amount we refund to you.
Contact our Customer Care Team by Email orders@Oslockaging.com detailing the damage with images if appropriate to arrange a collection and a credit or refund for the product will be issued within 14 days of receipt by us of the product.
Products we are unable to cancel, refund or exchange
We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:
Products which have been personalised for you.
Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange. This includes all gas fires, gas stoves, gas wall heaters, wood burning stoves and wood and multifuel burning stoves, which are all made to order, as well as all fires made by the manufacturers Flamerite and Evonic. In exceptional circumstances we may be able to accept return of these items with refund less deduction for restocking of 35% plus carriage to the distributor or manufacturer.
Return of Faulty or Damaged Goods Received
We ask that customers make a full inspection of all products received on the day of delivery. We must be notified of any items that arrive faulty or damaged within 48hrs of receipt. For this we advise that you send an email to mailhere@mailhere.com detailing the damage with images if appropriate. This email will be acknowledged by us and we will advise the next steps, and contact you and either arrange collection, ask for goods to be returned back to us or ask you to dispose of the goods. Please note, never dispose of goods without our notification. Should we request that you send the goods back to us, we ask that you include a receipt for any postage costs that you may incur so that we may refund the full cost of postage.
Please note: All goods reported as faulty will be tested by manufacturers, if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any warranty, goods will be returned to you and no refund or replacement issued.