Please see below for our cancellation, claims & returns policy:

Changes to order

Should a customer want any changes to the order, including adding or removing items as well as a change of address we are able to do so. This would need to be done as soon as possible so we can update the courier we are using.

Cancellations:

Should you wish to cancel an order, please either email: info@chimeneasmexico.co.uk or phone: 07936 961253, should the item not yet have been dispatched it can be cancelled and the refund processed. However if the order has been dispatched we are unable to cancel the order.

Claims:

If an item is delivered damaged, we can issue a replacement part to be processed and dispatched. We would need evidence of the damage in the form of a photo sent to our email address, once we have received these we can start the process of a replacement.

As there is no guarantee on clay cracking while fired, we are unable to replace a clay chimenea that has cracked due to thermal shock.

This applies to new products only. the window for returns is 14 days, after delivery.

Returns:

Purchased and delivered products can be returned. However they will be subject to a return pick-up fee, which will be set by a courier service. Unless the shipping address is to islands or Scottish highlands, where it may be harder for the item to be picked up. Window for returns: 14 days from date delivered.

We reserve the right to not issue full or partial refunds if:

You want to return a product that does not have a defect

You refuse to return the product to our supplier’s depot

Refunds:

If an order needs to be refunded:

Refunds for returns will be done once the return is back in the warehouse and has been checked.

Refunds for cancellations will be done within 2 days of the requested cancellation.

Other:

Any other questions regarding the cancellation, claims & returns policy, please contact us via any information on the contact us page.