Refund & Returns Policy

Last updated: 29 September 2026

We want you to be happy with your purchase. This policy explains how to return an item and how refunds work. It forms part of our Terms & Conditions.

1. 30-day returns

You can return an item for any reason within 30 days of the day it is delivered to you. To be accepted as a change-of-mind return, the item must be:

• unused and uninstalled (never connected to a flue or chimney and never fired);
• in its original packaging; and
• complete, with all parts, accessories, manuals and documentation.

We strongly recommend that you keep all packaging until you are sure you want to keep the stove, and that you do not remove protective packaging beyond what is needed to inspect the item.

If a returned item has been used, installed, damaged, or is missing parts or its original packaging, we may reduce your refund to reflect the reduction in its value, as the law allows.

Return shipping for change-of-mind returns

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it. Stoves are heavy, so return costs can be significant; please use a tracked and insured service and keep proof of postage. The item must be packed securely in its original packaging so it is not damaged in transit.

2. Damaged, faulty or wrong items

Please inspect your order when it arrives. If an item arrives damaged, is faulty, or is not what you ordered:

1. Contact us within 48 hours of delivery at support@eravelle.uk, quoting your order number.
2. Include clear photos of the item, the damage or fault, and the packaging (including the delivery label).
3. Do not install or use an item that appears damaged or faulty.

We will arrange and pay for the return shipping, and you can choose a replacement or a full refund, including the original delivery charge.

Reporting within 48 hours helps us resolve delivery damage with the courier quickly. It does not limit your legal rights: if an item develops a fault or you discover a problem later, please contact us and we will deal with it in line with the Consumer Rights Act 2015 (see section 6).

3. How to start a return

1. Email support@eravelle.uk with your order number, the item(s) you want to return and the reason for the return. For damaged, faulty or wrong items, please attach photos.
2. We will reply with return instructions. For damaged, faulty or wrong items we will arrange collection or provide a prepaid return method.
3. Pack the item securely in its original packaging with all parts, and include a note with your name and order number.
4. Send the item to our return address below (change-of-mind returns) or hand it to the courier we arrange.

Please contact us before sending anything back so we can confirm the return and make sure it is handled correctly.

Return address

Eravelle Returns
299 W Derby Rd
Liverpool L6 5EG
United Kingdom

4. Refunds

• Refunds are issued to your original payment method within 7 business days of us receiving and inspecting your return. In any event, we will refund you within 14 days of receiving the goods back.
• We will email you to confirm when your refund has been processed. Depending on your bank or card provider, it may take a few extra days to appear on your statement.
• The original delivery charge is refunded only where the item was damaged, faulty or wrong. The one exception is required by law: if you cancel within the 14-day cancellation period described in section 5, we will also refund the standard £20 delivery charge.
• For change-of-mind returns, the cost of sending the item back to us is not refunded.

5. Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an online order within 14 days of the day you receive the goods, without giving a reason. To cancel, tell us clearly by emailing support@eravelle.uk or writing to us at the address above, then return the goods within 14 days of telling us. Our 30-day returns window is in addition to, and longer than, this legal right.

6. Faulty goods and your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to:

• reject the goods and get a full refund within 30 days of delivery;
• ask for a repair or replacement within 6 months, and if that is not possible or does not fix the problem, get a refund (which may be reduced after the first 6 months to reflect the use you have had); and
• in some cases, make a claim for up to 6 years (5 years in Scotland).

Many stoves also come with a manufacturer’s warranty. Warranty terms are set by the manufacturer and usually require the stove to be installed by a qualified installer. A manufacturer’s warranty is in addition to your statutory rights.

Contact us

Eravelle
299 W Derby Rd
Liverpool L6 5EG
United Kingdom

Email: support@eravelle.uk
Phone: +44 7860076765
Support hours: Monday–Friday, 9:00am–5:00pm (UK time), excluding bank holidays

Eravelle is a trading name of Jean-Claude Bouchet, sole trader.