Returns, cancellations and faulty goods

Returns and Refunds Policy

Clear information about cancelling an eligible order, returning a product, reporting damage or faults and requesting a refund.

Last updated: 29 July 2026

Your statutory rights are not affected. This policy is additional to the rights consumers have under UK law.

Returns at a glance

For eligible standard products bought online or by telephone, consumers normally have 14 days after delivery to tell us they wish to cancel and a further 14 days to return the goods.

All Vesta Stoves are handmade to order. However, being manufactured after an order is placed does not automatically make every standard stove legally bespoke. Products made to unique customer measurements, drawings or non-standard specifications are treated differently.

1. Change-of-mind returns

If you are a consumer and purchased an eligible standard product online, by telephone or away from our premises, you may normally cancel without giving a reason.

Tell us within 14 days after the day the goods are delivered.
Return the goods within 14 days after telling us you are cancelling.
Use the return request form below or send a clear statement by email or post.

You may inspect the product as you reasonably would in a shop. We may make a lawful deduction if handling beyond that necessary to establish the nature, characteristics and functioning of the goods reduces their value.

Original packaging is strongly recommended, particularly for heavy or fragile products. Lack of original packaging does not automatically remove statutory rights, but you are responsible for taking reasonable care and for avoiding preventable damage during return.

2. Handmade-to-order and bespoke products

All Vesta Stoves are handmade to order.

A standard model made from our normal range and standard selectable options is not necessarily legally bespoke merely because we manufacture it after receiving the order.

The statutory change-of-mind cancellation right does not normally apply to goods made to a customer’s specifications or clearly personalised. This may include stoves or other products made to unique measurements, customer drawings, non-standard dimensions, special configurations or finishes outside our normal selectable range.

Faulty-goods rights still apply. Bespoke or personalised status does not remove rights where goods are faulty, damaged, misdescribed or not of satisfactory quality.

Where a bespoke order is cancelled outside a statutory cancellation right, we may agree to cancellation at our discretion. Any deduction will reflect reasonable direct losses and costs already incurred rather than an automatic penalty.

3. How to request a return

1 Submit your request Complete the form below with your order number, product details and reason for the request.

2 Wait for instructions We will confirm the correct return address, packaging requirements and whether collection is appropriate.

3 Return safely Package and secure the goods carefully. Do not send a stove or pallet without receiving return instructions.

Do not return goods to an address without authorisation. Different products may need to be returned to different locations.

4. Return methods and costs

Type of return	Who arranges it?	Who pays?
Eligible change-of-mind return	You may arrange a suitable insured carrier, or ask us whether collection can be arranged.	The customer normally pays the direct return cost where this was disclosed before purchase. We will confirm any collection charge before booking.
Faulty, damaged or misdescribed goods	Contact us before returning. We will agree a suitable return, inspection, repair or collection method.	Vesta Stoves bears reasonable return or collection costs where the statutory claim is valid.
Discretionary cancellation of bespoke goods	As agreed in writing.	Costs and any refund will be confirmed based on reasonable direct losses already incurred.

Large and heavy items must be secured to a suitable pallet where that was the original delivery method. Collection drivers may be unable to enter a property, carry goods over steps or gravel, dismantle products or package them for you.

5. Refunds

For a valid distance-sale cancellation, we will normally refund the product price and the cost of our least expensive standard outbound delivery option.

We do not have to refund the additional difference where you selected an enhanced or more expensive delivery service.

Refunds will normally be issued within 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier. We may withhold the refund until then.

Refunds are normally made to the original payment method. Banking and card networks may take additional time to show the credit after it has been processed.

6. Faulty, damaged or misdescribed goods

Contact us promptly if a product arrives damaged, is incomplete, develops a fault or does not match its description. Include photographs or video where helpful.

Consumers may have a short-term right to reject faulty goods within 30 days. Depending on the circumstances and the time elapsed, other remedies may include repair, replacement, price reduction or refund.

Reporting visible transit damage quickly helps us investigate with the carrier, but a short reporting request does not replace or reduce statutory rights.

Do not install, modify, repair or continue using a product that appears unsafe. Contact us for guidance first.

Return request form

Complete this form to request a return, report transit damage or tell us about a fault. Submitting the form does not itself confirm that a return has been accepted; our team will review the information and send the correct instructions.

Thank you. Your return request has been sent to Vesta Stoves.

We could not send the request. Please check the form or email sa***@************co.uk.

Full name *

Email address *

Telephone number *

Order number *

Order date

Delivery date

Product being returned *

Reason for request *

Preferred resolution

Details *

Photographs Upload up to four JPG, PNG, WebP or PDF files. Photograph the product, packaging, label and any damage where relevant. Maximum 8 MB per file.

I confirm that the information supplied is accurate and understand that Vesta Stoves will contact me with return instructions before any goods are sent.

I have read the Privacy Policy and agree that my information may be used to assess and manage this request.

Contact Vesta Stoves

Email: sa***@************co.uk
Telephone: 01704 821095
Address: Vesta Stoves, 197 Hesketh Lane, Tarleton, Lancashire, PR4 6AT