Refund policy

Return & Refund Policy

"Love it or Return it Guarantee"

At Redlake, we want to ensure that you receive the product that’s perfect for you. We understand that choosing the right item can be challenging, and sometimes things look different once they’re in your home.

That’s why we offer a free 30-day, no-questions-asked return guarantee. If you’re not completely satisfied with your order, you can exchange it for any other product or simply return it for a full refund.

Return Process

1. Where to Write:

2. What to Include in Your Message:

Your order number.
The reason for return (e.g., change of mind, product defect, etc.).
Any additional details that might help us process your request quickly.

3. How to Pack the Item:

The product should be returned in its original condition and original packaging.
Include the receipt or any relevant documents (order confirmation, delivery note, etc.) in the package.

4. Which Courier to Use:

You can return the item using any reliable courier service of your choice.
We recommend using a tracked service to ensure that your return is safely delivered.

5. How to Confirm Shipment:

Please keep the tracking number from the courier you use.
You may be asked to provide photos of the item or the return shipping label for verification.
Email the tracking number or any photos of the return shipment to info@redlakecompany.co.uk

6. Do You Need to Wait for Confirmation?

Once you have initiated the return, no further confirmation is necessary unless we require additional information.
We will process your return as soon as we receive the item, and we’ll update you on the status of your refund or exchange.

Products of satisfactory quality from all categories of the store are eligible for return and exchange, except for made-to-order items and orders in specific finishes or colours, produced according to the customer's specifications — іncluding fireplaces from Gloss Fires and Planika Fires. All Gloss Fires and Planika Fires models are made to order and cannot be returned.

Products of satisfactory quality are those that are undamaged, in their original packaging, and have not been assembled.

Products of unsatisfactory quality are damaged items, opened items, or items that have been assembled, except in cases of manufacturing defects.

We stand behind product quality, If an item is damaged or faulty and it falls within our return policy guidelines returning is free. If you change your mind about the product or it’s not what you expected. In this circumstance customers incur the cost of return.

The funds are refunded in a non-cash form to the card or bank account from which the payment was made.

In the case of a product return, the cost of the product will be refunded within 3 business days after receiving the item.

The online store does not charge any commission for exchanges/returns.

FOR DELIVERY & RETURN QUESTIONS EMAIL INFO@REDLAKCOMPANY.CO.UK

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Contact customer service immediately and no less than 48 hours after receiving the item.

If you do not contact our customer support about freight damage within the above-mentioned timespan, redlakecompany.co.uk is in no way obligated to refund and/or replace the damaged product.

Important Note for Returns

Upon return, it is the customers responsibility for the risk of the goods' accidental treatment or deterioration during the return transport. redlakecompany.co.uk is under no obligation to reimburse any additional costs associated with the consumer having explicitly chosen a different and more expensive method of delivery than the standard delivery provided by redlakecompany.co.uk. You, as a customer, have full responsibility for the returned goods until they are physically returned to redlakecompany.co.uk. Therefore, always get a track and trace number for the package, so it can be traced.