Returns

Returns Policy

You are entitled to Cancel your order or Return our goods up to 14 days after reciept*. If returned in perfect condition, including the boxes, you will receive a full refund of the cost of the goods. You must contact us by email [email protected] to obtain a Returns Form with authorisation number on and to be given the address to send your return to. No returns are accepted at our Administrative offices in Stamford.

*However, please note this does not apply to Flexible flue liner as we do not accept returns on flexible liner cut lengths at any time. We do not accept the return of goods which have been specially manufactured to order such as commercial flue 'Specials' - these are non-refundable.

For those items returned which are not in perfect condition - this also includes the boxes - a reasonable deduction will be made from the refund to reflect this. Postage and packaging costs, including the costs of returning the items to us, will not be refunded. 

Returns Policy - short / incorrect / damaged / faulty goods

If goods arrive damaged or faulty or incorrect items have been sent then we must be notified within five days after the delivery has been made.

Damaged goods should be noted on the delivery docket with the courier and preferably refused rather than accepted from the driver.

Once we are notified of damaged or faulty goods we will endeavour to organise collection of the items from you.

Please note that we may be unable to send any replacements until the original is back in our possession.

Returns Process

Please ensure you fill out our Returns Form which you must request from us for all goods you wish to return to us. All returns should meet our Returns Policy as described in our Terms and Conditions.

We hope you will be satisfied with any product purchased from Flue Direct. Should you wish to return a product for any reason, please read our returns/refunds policy in our Terms section first. Products returned must be in a saleable condition and with boxes supplied, be unused and undamaged.  

If you wish to return a product you must request a returns Form with authorisation number and return items within 14 days of receipt of goods. Please email [email protected] to Request a Return providing us with your name and address details, your Order Number, date of purchase and the items you wish to return. We will then send you an email with a Returns Form attached which you must complete and return with your products to the address on our Return Form ensuring we recieve the goods back within 14 days from the date you received your order.  We DO NOT accept Returns back to our administrative offices in Stamford - any returns arriving here will be refused.

If you do not receive an authorisation form from us in writing on email please do not return goods to us as you have not met the criteria of our Returns terms and conditions.

When returning items, please ensure all items are sent by recorded delivery method and insured appropriately, as the items remain the responsibility of the purchaser until they reach the warehouse. Please ensure that you package all items within the original boxes and these boxes are then protected by a second layer of packaging and box as our items are easily dented by couriers and the boxes must be protected in transit. Please take photographs of the items being returned prior to sending these back in case it is necessary for you to make a claim with your courier if goods / boxes are damaged by them in transit.

Delivery charges will only be refunded in the event of faulty or incorrect items.  If your item is faulty, we can offer an exchange or refund for your item.

For more details please contact our customer services team on 01780 300123. We are open Monday to Friday 9am - 5pm or email [email protected]