Returns Policy

Henley Stoves Terms & Conditions Returns Policy For all return requests, we require our customers to contact Henley Stoves by email at service@henleystoves.com. The customer is requested to relay proof of incorrect item or damage by way of photographs to the main Henley Stoves office for review by EMAIL: service@henleystoves.com.

DAMAGED GOODS RETURN:

Where an item(s) has been agreed for return, the returns form is issued by the returns office for completion by the customer, and it is to be returned by email to: service@henleystoves.com. All products must be inspected on delivery and any damage reported within 72 hours. It is the customers responsibility to ensure all the goods are in order and the delivery corresponds to the purchase order. When the Proof of Delivery (POD) is signed it is accepted that the delivery is correct, and the items are in good condition. Once the form is returned and is deemed within the terms listed below, we will organise collection/replacements on the next available delivery. We will endeavour to rectify any issue as soon as possible. Goods not accepted on delivery that are damaged or not received in the delivery must be noted on the POD.
Henley Stoves is not responsible for damage to goods after the POD is signed. All instances of damages must be reported within 72 hours from receipt of delivery. Please do not remove from packaging if damage is suspected. All damage products must be reported by email, to Henley Stoves with photographic evidence of the damage to service@henleystoves.com. Damages reported outside of the 72-hour window following confirmed delivery will dealt with on an ad hoc basis and is at the sole discretion of Henley Stoves. ADDRESS: All products that are approved for return must be at the original delivery address for collection and securely wrapped and palletised.

MANUFACTURING FAULTS:

All products with a manufacturing fault must be reported within 72 hours. Photos must be emailed with a description of the issue to service@henleystoves.com . We will review the fault on a case-by-case basis. Please note colour variance in the stove is not considered a manufacturing fault and there may be colour variance in relation to enamel pipework and enamel stoves.

INCORRECT PRODUCT ORDERED/CUSTOMER CHANGED THEIR MIND:

In the case of you, the customer, ordering the incorrect product/changing your mind wish to return good stock, we will review these requests on a case-by-case basis however Henley Stoves does have the right to refuse these requests when necessary. A restocking fee of up to 10% may be applicable in this instance. *Any items received back to the warehouse that are damaged will be returned to the customer on their next delivery and no credit will be issued. In the case of you, the customer, ordering the wrong product, Henley Stoves will take back any product which is in its original packaging untouched and in fully resalable condition and with no damages, with photographic evidence of same sent to service@henleystoves.com. Any products to be returned must be at the original delivery address on Henley Stoves pallets ready for collection. Henley Stoves will not accept any returns of this nature 45 days post original confirmed delivery date.

INCORRECT PRODUCT DELIVERED:

In the case of products being delivered that were not on your confirmed purchase order and the mistake has been reported within 72 hours of delivery, Henley Stoves will uplift the and send out the correct items on the next delivery, if applicable. All products being returned must be in the condition that they received with original packaging intact and in a fully resalable condition. Any products to be returned must be at invoiced address on a Henley Stoves pallet ready for collection. Incorrect product deliveries reported outside of the 72-hour window following confirmed delivery will be dealt with on a case-by-case basis and is at the sole discretion of Henley Stoves.

COLLECTION PROCEDURE:

When you have met the criteria above, completed and returned “Henley Stoves Returns Form” and the return has been agreed, we will organise collection of those products. Where the error is not a fault of Henley, a restocking fee of up to 10% may be applicable, to cover transport costs. The driver will uplift the goods for return on the next delivery. Should items not be ready for collection after 3 attempts the GRN will be removed from the system and no credit will be issued. If items can’t be collected due to a reason outside of customers & drivers control, then the returns department are to be notified. A Henley Stoves representative will contact the affected customer following each failed collection and the status of their return. It is in the customers best interest to have goods ready for collection and notification of same sent to service@henleystoves.com. Henley will not process any request for returns/credit from customers that are over 60 days from the original confirmed delivery date regarding incorrect product orders.

*Any stock being returned that has been with the customer longer than 3 months will be charged a restocking fee of up to 20%.
*Any Stock with a customer for 12 months or more is NOT permitted to come back.
*Customers cannot return stock to our warehouse under any circumstances without prior receipt of a valid GRN.

SERVICE PROCEDURE:

All service issues should be emailed to service@henleystoves.com and all relevant photos should be attached on the email in relation to the item(s) in question and any installation photos as requested by our service department.
A case file can only be created on receipt of all relevant information requested.