Returns

Returns Policy

If the goods are returned after 14 days but within 30 days, then a refund will be issued minus a 20% restock charge*.

If the goods are returned after 30 days, then we will be unable to provide a refund*. If under the 14 working days "cooling off period" you wish to have the goods returned. If returned in perfect condition, including the boxes, you will receive a full refund of the cost of the goods*.

*However, please note this does not apply to Flexible liner as we do not accept returns on flexible liner cut lengths at any time.

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. If you would like me to organise a courier to collect the items from you, then this can be arranged but all courier costs must be paid before the collection is organised.

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.

Please ensure you fill out our Returns Form (linked below) 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 authorisation number within 14 days of receipt of goods. You can call us, email us or fill out the contact form on the 'Contact us' section on our website and we will provide you with this number which then authorises the return of the goods to us.  We will then send you an email with this number.  

If you do not receive an authorisation number from us in writing on email please do not return goods to us.

Once authorised, you will need to complete the Returns Form found at the bottom of this page and send this with your returns package.

All returns must reach our warehouse within 7 days of receiving your returns number. Your statutory rights are not affected. All returns must be accompanied by a return number.

When returning items, we advise that all items are sent by recorded delivery, 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. 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 01902 393909. We are open Monday to Friday 9am - 5pm or email sales@fluedirect.co.uk 

Download Returns Form