Fire Pit Company
Company
AboutContactWholesaleTrack Your Parcel
Shop By Category
Outdoor Fire PitIndoor Fire PitFire Pit Accessories
T&Cs
Terms & ConditionsShipping & DeliveryRefunds & ReturnsPrivacy PolicyLimited Liability & IndemnityDisclaimerCookie Policy
Shop Online

Refunds & Returns

Last updated 14 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under UK law

The Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers cancellation rights for most online purchases. Nothing on this page limits a right under UK law that cannot be excluded.

Damaged, incorrect or missing orders

If our product arrives damaged, or goes missing in delivery, we accept the return and take full responsibility for the return postage.

  • Damaged items or missing parts. If you receive a damaged product, or one with parts missing, please tell us straight away.
  • Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
  • Order not received. If your order does not arrive, please tell us straight away.

Email theteam@myfirepit.uk with your order number. We may ask for more information about the condition your order arrived in, such as photographs of the item and the packaging, and we appreciate your help with that. Once our checks are done, we put it right with a replacement or a refund, and we aim to issue a refund within 24 to 48 hours.

Faulty or not as described

If goods are faulty, not fit for purpose or not as described, contact us promptly. We cover reasonable return costs and provide the repair, replacement, price reduction or refund required by the Consumer Rights Act 2015.

Changing your mind

For most online purchases, tell us within 14 days after delivery if you want to cancel. You then have another 14 days to return the goods. Statutory exceptions can apply, including to personalised goods and some sealed goods after opening.

For an eligible change-of-mind return:

  • Tell us within 14 days after delivery.
  • Return the goods within another 14 days.
  • Keep the item in a condition consistent with reasonable inspection and include the order confirmation or other proof of purchase.

These rules apply if you are returning a product for one of these reasons:

  • You found a better price
  • You changed your mind
  • It does not fit
  • You no longer need it
  • You ordered the wrong item

Unless the goods are faulty, incorrect or not as described, you pay the direct return cost. We refund the basic outbound delivery charge where UK law requires it; any extra paid for an enhanced delivery method is not refundable beyond the basic amount.

We cannot accept returns of purchases made from third-party retailers. A product that does not meet the conditions above cannot be accepted as a change of mind return. This does not affect what we do for damaged, incorrect, missing or faulty orders.

Cancelling an order

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering.

There is no charge for cancelling an order before it ships.

Once the packing and shipping process has started, the order can no longer be cancelled. Please use the returns policy above instead.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How refunds are paid

For an eligible cancellation, we issue the refund within 14 days after receiving the goods back or receiving evidence that they were sent back, using the original payment method unless you expressly agree otherwise. Payment providers may take additional time to display the credit.

How to start a return

Email theteam@myfirepit.uk with your order number and a short note about what you would like to do. Please contact us before sending anything back, so we can confirm the warehouse address and credit the return to your order. For a change of mind return, send us the tracking details once you have posted it.

We do our very best to reply to support emails within 24 hours.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. If we still cannot agree, you can contact Citizens Advice or use any court or alternative dispute-resolution route available to you.