Refund policy
Refund & Returns Policy
This Refund & Returns Policy applies to products supplied by DSBND ECOMMERCE – FZCO, trading as Fireplaces Central, a company registered in the United Arab Emirates.
We understand that occasionally a product may not be suitable for your requirements. This policy outlines your rights and our procedures regarding cancellations and returns.
1. 14-Day Return Period
Customers may request a return within 14 days of delivery.
The 14-day period begins on the date the goods are delivered.
To initiate a return, you must notify us in writing by email at:
We recommend contacting us via email to ensure a clear record of your request.
2. Condition of Returned Goods
Returned goods must:
-
Be unused
-
Be uninstalled
-
Be in original packaging
-
Be in resalable condition
We reserve the right to deduct an amount from the refund if goods are returned damaged, incomplete, or not in resalable condition.
Products that have been installed cannot be returned unless faulty.
3. Reporting Damage
Any damage must be reported within 48 hours of delivery by email to:
Failure to report damage within this timeframe may affect our ability to assist.
Products must be fully inspected before installation. We are not liable for damage identified after installation.
4. Return Options
If a return is approved, the following options are available:
Option 1 – Customer Arranged Return
Customers may arrange safe return of the product at their own cost. It is the customer’s responsibility to ensure the goods are securely packaged to the same standard in which they were delivered.
Option 2 – Collection Service
We can arrange collection of the product. A collection fee of £130 will apply and will be deducted from the refund.
5. Refund Processing
Refunds will be processed within 14 days of receiving the returned goods and confirming they meet the return conditions.
Refunds will be issued using the original payment method.
6. Custom-Made Products
Media walls and other bespoke products made to customer specifications, including:
-
Custom TV cut-outs
-
Custom soundbar cut-outs
-
Bespoke colours
-
Non-standard dimensions
are classified as custom-made items.
Custom-made products cannot be cancelled or returned once production has commenced unless faulty.
7. Media Wall CAD Drawing Fee
If a media wall order is cancelled after custom CAD drawings have been produced, a £200 design fee will be deducted from the refund to cover design and preparation costs.
If a custom-made media wall has already been dispatched, it cannot be returned.
8. Production Commencement
Customised wall-mounted fireplaces and fireplace suites that deviate from standard specifications cannot be cancelled once production has started.
9. Contact for Returns
For all return enquiries, please contact: