1. Log into your account on the Stoves Are Us web site. Clicking on the "My Account" link will send you to the login page.
2. Click on the order you wish to return. This will show another page that has a "Returns" button at the bottom of the page. Press this button.
3. Fill in ALL the information required. see notes below.
4. Print the screen. You need to attach this to the product when returning to us.
5. Press the "Update" button. This will submit the information to us.
6. We will contact you with a returns number and what do next. Please do not return your goods until you have heard from us.

Before you return any item you must read and agree to our return conditions. If any of the criteria is not met our Warehouse will refuse the goods, which will be returned on your carrier - this could incur further costs to you.

• The item is your responsibility until it reaches us, you must send the item to us recorded delivery.
• The goods can take up to 7 working days to be returned to our Warehouse.
• When choosing a carrier to return your goods, you must make sure that Stoves Direct are allowed to open and inspect the contents when we receive it. If the carrier will not allow us to open the goods then our warehouse will refuse delivery and the goods will be returned to you on your carrier. This could incur further costs to you. Carriers that will not allow our warehouse to inspect returned items are: Royal Mail, DHL - this list is not exhaustive, please make sure you check that we can inspect the goods before sending them to our warehouse.
• Make sure your goods are well packaged. The original packaging must not be damaged. Please do not write or use tape on the packaging of the product. Wrap any boxes in brown paper and attach the Returns Form, in an envelope, on the outside of the box. The product will be refused at our warehouse if the packaging is marked or defaced in anyway.
• Once we have the goods and have checked the form details match the returned goods we will proceed with your Return.
• If ANY area on the Returns Form is not filled in your goods will be refused by our warehouse and returned back to you.
• Stoves Direct will refuse your return if we are not in possession of a valid Returns Form.
• If the goods are damaged in transit to us your goods will be rejected by our warehouse and returned to you on your carrier.
• The cost of returning the item to us is your responsibility.
• After 7 days from delivery has elapsed we are unable to accept any return forms.
• Stoves Direct will allow 1 (one) calendar month upon receipt of your completed Returns Form, for items to be returned to our Warehouse.
• The Online Returns Form is the only method goods can be returned to us. Returns via phone and email cannot be accepted.

Here are the details of a couple of carriers that will allow us to inspect returned items at our warehouse:
• Buzz Logistics  0161 3397711
• Massimo Courier Express  07920 773836

Please see the Conditions page for full details of cancellations and returns.