Returns

Return Policy -

Here at Bespoke Fireplace, we hope that all our customers are always completely satisfied with their purchase. However, we know that sometimes there are occasions in which the item that has been ordered and delivered isn’t suitable for the requirements of the customer.

In the unlikely event that you are not 100% satisfied with your purchase and would like to return or exchange the goods, we offer all of our customers 14 days to return. The 14 days start from the date the order is received. To cancel the order we need to be notified by email.

Any damages must be reported to us via email within 7 days of delivery – if reported after this time we will be unable to assist in resolving the issue with the courier.

There are two options available if a return is required.
Option 1: The buyer returns the goods to our depot in person. The goods will be subject to inspection upon arrival at our warehouse, this inspection is carried out in the presence of the customer. A full refund is issued within 14 days if the goods are packaged in the standard in which they were delivered & the goods are in a resalable condition.

Option 2: If you would like us to collect the fire/goods, we will charge a collection charge of £100 within 70 miles with an additional £1 per mile after to organise a collection service. It is also a requirement that the buyer sends 4 images via email of the goods;

• The goods in the original packaging
  
• The contents of the box outside of the packaging
  
• The goods are enclosed in the packaging and sealed.
  
• Contents of the box laid out.
  

Please note – for any parts of the unit that are missing or damaged upon return, the value of these will be deducted from your refund. It is the buyer's responsibility to repackage the goods to the standard at which they were delivered, and for the buyer to arrange a safe return of the product to our premises. We ask that online customers be aware of this before purchasing. If there is any doubt before processing an order, please contact us and one of the team will be happy to advise. We also advise that all of our customers check measurements before purchasing. It is the buyer's responsibility to check the status of the goods upon delivery. If a refund is required, it will be processed within 14 days. This is subject to the product being repackaged by the buyer and in a resalable condition.

To return a product, please email us at hello@thecostellogroup.co.uk with your invoice number and reason for return, and your refund will follow if the criteria are met.

Clearance items -
Any items purchased within our clearance, maybe subject to slight damage or defects. We will do our utmost to ensure that these are explicitly stated in the description of the clearance product. Please note, that clearance items are strictly non-refundable.

Complaints Procedure -
If you would like to raise an issue or complaint, follow the below procedure and one of our customer services team will be in contact to help deal with your query. Email hello@thecostellogroup.co.uk with your full name and contact details. Along with your query, please give as much information as possible like invoice number, date purchased, and where it was purchased (i.e. online/showroom).We aim to have all queries replied to within 5 working days.

Return policy -

Returns & Refunds Policy at The Costello Group Ltd trading as Bamboo Charcoal UK, we take pride in supplying high-quality wall panelling. Due to the nature of our products and our local delivery and collection model, our returns policy is limited. Please read the following carefully before placing your order.

Cancellations, Returns & Refunds -
All items are carefully inspected prior to dispatch.

No General Right to Return -
We do not accept returns or offer refunds for change of mind, incorrect colour choice, or suitability once goods have been delivered or collected. This applies to all orders, including:

• Local delivery orders
  
• In-store collection orders
  

Damaged or Incorrect Goods – Local Delivery Only
Returns, replacements, or refunds will only be considered where goods:

• Have been delivered via our local delivery service
  
• Are found to be damaged or incorrect
  
• Are reported within 5 working days of delivery
  
• Are supported with photographic evidence
  

If your order arrives damaged or incorrect, please contact us within 5 working days of delivery so we can assess the issue and arrange a replacement or refund where appropriate.
📧 hello@thecostellogroup.co.uk
📞 0151 792 0091

Claims received after this period will not be accepted.

Inspection on Delivery -
Customers must inspect all goods upon delivery.

• If damage is visible, it must be reported within 5 working days
  
• Photographic evidence may be required before approval
  
• Approved replacements will be arranged as soon as reasonably possible
  

Collection Orders -
For all collection orders:

• Goods must be fully inspected before leaving our premises
  
• Once collected, goods are deemed accepted
  
• No returns, refunds, or exchanges will be accepted for collection orders under any circumstances
  

This includes (but is not limited to):

• Colour or finish dissatisfaction
  
• Incorrect quantity
  
• Suitability for intended use
  

Colour Selection – Customer Responsibility
Colours and finishes may appear differently online due to screen settings and lighting.

• It is the customer’s responsibility to ensure they are satisfied with their colour choice before ordering
  
• We strongly recommend ordering a sample or visiting our showroom prior to purchase
  
• Colour variation or dissatisfaction is not grounds for return, refund, or exchange
  

Non-Returnable ItemsThe following items are non-returnable under all circumstances:

• Collection orders
  
• Custom-sized or made-to-order panels
  
• Items that have been cut, installed, altered, or damaged after delivery or collection
  
• Clearance or “Final Sale” items
  
• Orders returned without prior approval
  

Refunds (Where Applicable) -
Where a refund is approved due to confirmed damage:

• Refunds will be processed within 7–10 business days
  
• Refunds will be issued to the original payment method
  
• Original delivery charges are non-refundable
  

Returns Address (By Prior Approval Only) -
No returns will be accepted without prior written approval. Approved returns may be delivered to:
The Costello Group Ltd
T/A Bamboo Charcoal UK -
Unit 5, Knowsley Hub,
Admin Road
Liverpool,
L33 7TA

Return Policy -

Here at Valine Fires, we hope that all our customers are always completely satisfied with their purchase. However, we know that sometimes there are occasions in which the item that has been ordered and delivered isn’t suitable for the requirements of the customer.

In the unlikely event that you are not 100% satisfied with your purchase and would like to return or exchange the goods, we offer all of our customers 14 days to return. The 14 days start from the date the order is received. To cancel the order we need to be notified by email.

Any damages must be reported to us via email within 7 days of delivery – if reported after this time we will be unable to assist in resolving the issue with the courier.

It is the buyer's responsibility to repackage the goods to the standard at which they were delivered, and for the buyer to arrange a safe return of the product to our premises or if you would like us to collect the fire/goods, we will charge a collection charge of £100 within 70 miles with an additional £1 per mile after to organise a collection service.

We ask that online customers be aware of this before purchasing. If there is any doubt before processing an order, please contact us and one of the team will be happy to advise. We also advise that all of our customers check measurements before purchasing.

It is the buyer's responsibility to check the status of the goods upon delivery. If a refund is required, it will be processed within 14 days. This is subject to the product being repackaged by the buyer and in a resalable condition.

To return a product, please email us at hello@thecostellogroup.co.uk with your invoice number and reason for return, and your refund will follow if the criteria are met.