We are a friendly team at The Firepit Company, but the law requires us to be very clear about our terms and conditions as well as some other important legal details. These are set out below.
Payment
Online – Payment for online orders is in full, at time of order. We run a two week lead time for pieces held in physical stock and a variable lead time for pieces made to order. We will make contact to confirm stock or made to order and advise on a delivery date within 5 working days of order.
Telephone/Email Orders – For orders made by email or over the phone, including all bespoke work, we work to the shortest lead time we can, though this varies throughout the year. In this instance we ask for a 50% deposit on order and the balance before shipping.
Payment can be made online using the Stripe payment service (Most major credit/debit cards), by bank transfer or by cheque made payable to Ignitum Ltd. We can even accept cash, but you’ll have to come and say hello to make this work!
Shipping
For large pieces shipping is by pallet carrier and is a kerbside service using a large lorry. Please advise of any local restrictions that may prevent a large Larry making the delivery and we will be able to investigate an alternative delviery method. Deliveries will be made between 8am and 6pm on a date agreed with The Firepit Company. Any amendments to this may be chargeable. Please note that this is not an installation service and the firepit will be left on the pallet outside your property.
For small items (Fuel, MiniBlaze Tabletop Firepits, etc) delivery is via FedEx and is usually the day after shipping. You will get a confirmation of the tracking number from our system when the piece is prepared for shipping and most items are packed the same day if ordered before 11am.
Manual Handling
Our fire pits are a safe two-person lift. They are made of 6mm steel and, as such, are not delicate. In natural finish they can be rolled in to place. More care is needed to protect the painted finish and they must be carefully lifted in to place.
Returns
We hope you are entirely happy with your unique sculptural Firepit and we are confident it will give you a lifetime of pleasure in your garden. We understand however that it isn’t for everyone and in accordance with UK law you are entitled to return the product within 14 days of receipt if you are not entirely happy with it. The first step in this process is to speak with us so that we can discuss your returns and if necessary, arrange a return.
Bespoke designed products are excluded from this return policy. Acceptance of design emails in this case ensure that you are happy with the design.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once received your refund will be processed and a credit will automatically be applied to your original method of payment, within 10 working days. As per the conditions below your refund will be made exclusive of the cost of shipping.
Shipping Cost FOR RETURNS
Returns should be made on a pallet, as per receipt. The product should be securely attached to the pallet before returning to us at Board Barn Farm, Camps Road, Helions Bumpstead, Suffolk, CB9 7AU, United Kingdom. Ideally we will use our own carrier at a prevailing rate. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.