Return/Refund & Cancellations Policy

Returns Policy 

Refunds/Returns & Cancellations Policy
 

In an ideal world, every customer would love the item they’ve just purchased, but we live in the real world, and we know that sometimes things don’t quite work out the way we expect them to. Whether it’s a change of heart, an unexpected issue with the product, or simply something that doesn’t quite fit as imagined, we understand that returns and cancellations are sometimes necessary. We want to make this process as straightforward as possible while ensuring that our policy remains fair and fully compliant with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1.      Your Right to Change Your Mind (Standard Stock Items)

For stock items, we offer a 14-day return period from the date of delivery, giving you time to decide whether the item is right for you. If you wish to return a product within this timeframe, simply notify us via email at sales@prebuiltmediawall.com.

To be eligible for a full refund:

●     The item must be unused, in its original packaging, and in resalable condition.

●     You must arrange for the return at your own expense unless the item was faulty or incorrect upon delivery. All returned items will be thoroughly inspected and tested upon receipt. If no fault is found or if the item matches the original order, the return will be treated as a change of mind, and the return shipping cost, along with a reasonable handling fee, may be deducted from the refund.

●     If the item is returned in a damaged or non-resalable condition, we reserve the right to deduct an amount from the refund to cover the cost of restoring the item.

We believe in transparency, so we want to ensure you are fully aware of the return conditions before purchasing. If you have any concerns about dimensions, aesthetics, or compatibility, feel free to contact us before placing your order.

2.    Custom-Made and Bespoke Products

Some of our products are custom-made to fit your specific requirements, and as such, these are non-returnable once production has begun. This includes:

●     Media walls with bespoke dimensions, TV cutouts, soundbar cutouts, or non-standard colour options.

●     Custom-sized wall-mounted fireplaces and fireplace suites that deviate from standard models.

If you place an order for a custom-made item and later decide to cancel it, please be aware of the following:

●     If a CAD drawing has been prepared for your bespoke media wall, a £200 deduction will be made from your refund to cover the design costs.

●     If production has already commenced, the order cannot be cancelled or refunded.

●     If your custom-made item has already been dispatched, our return policy applies even if the item is still with the courier.

While we do our best to accommodate all customers, we encourage careful consideration before placing an order for a custom-made product to avoid any disappointment.

3.   Damaged or Faulty Goods

We take great care to ensure that all items are delivered in perfect condition, but sometimes things can go wrong in transit. If your item arrives damaged or faulty, you must report the issue to us within 48 hours of delivery by emailing sales@prebuiltmediawall.com.

Here’s what you need to do:

●     Inspect the item carefully upon delivery. If the outer packaging is visibly damaged, refuse delivery and notify us immediately.

●     If you discover damage after accepting the delivery, take clear photographs of the issue and email them to us along with your order details.

●     We will assess the damage and, if necessary, arrange for a replacement, repair, or refund at no extra cost to you.

Under the Consumer Rights Act 2015, you have the right to reject a faulty product within 30 days for a full refund. If an issue arises after 30 days but within six months, we will offer a repair or replacement. If a repair or replacement is not possible, you may be entitled to a partial refund.

4.   How to Return an Item

We aim to make returns as smooth as possible. You have two options:

Option 1: Return in Person

●     If you prefer, you can return your item directly to our warehouse. Email us at support@evolutionfires.com to book a return appointment.

●     Upon arrival, our team will inspect the item in your presence.

●     If the item is in resalable condition, your refund will be processed within 14 days.

Option 2: Collection by Evolution Fires

●     If you would like us to collect your item, we can arrange this for a £130 collection fee, which will be deducted from your refund.

●     The item must be securely packaged to prevent damage during transit.

5.   Cancelling an Order Before Dispatch

We understand that sometimes plans change. If you need to cancel an order before it has been dispatched, you can do so by emailing sales@prebuiltmediawall.com as soon as possible.

●     For standard stock items, cancellations within 12 hours of order placement are eligible for a full refund.

●     For custom-made products, cancellations are only possible before production begins. Once production has started, the order cannot be cancelled or refunded.

●     If a CAD drawing has been issued, a £200 deduction will be applied to cover design costs.

6.   Refund Processing

We process refunds as quickly as possible. Here’s what to expect:

●     Refunds are typically processed within 14 days of receiving the returned item.

●     All refunds will be issued to the original payment method.

●     If an item is returned in a condition that does not meet our resale requirements, we may deduct a restocking fee.

7.    Important Considerations Before Purchasing

Before placing an order, please ensure that:

●     You have measured your space correctly to ensure the product will fit.

●       You have read all specifications and product details.

●     You understand that custom-made products cannot be cancelled or returned once production has started.

●     If in doubt, contact us at sales@prebuiltmediawall.com before making a purchase.

8.   Contact Information for Returns & Cancellations

For any queries regarding returns, cancellations, or refunds, please reach out to our support team:

Email: sales@prebuiltmediawall.com
Phone: 0333 303 0956
 

This policy does not affect your statutory rights under UK consumer law.

 

We hope that you love your product, but if something isn’t quite right, we’re here to help. By making our policies clear and transparent, we aim to make the returns and cancellations process as simple and fair as possible. If you have any questions, don’t hesitate to reach out to our team!