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We hope that you are delighted with your purchase from Bonfire. However, in the unlikely event you would like to return any good(s) we are happy to provide a refund or exchange.
Our policy lasts 14 days. If 14 days have gone by since you receive your good(s), unfortunately, we can not offer you a refund or exchange.
Your return/ exchange will be checked by our professionals and a refund/exchange will be processed within 10 working days of us receiving the goods back, if approved. However it is usually done within the same working week.
Returns & exchange requirments:
- Good(s) must be in the original packaging.
- Good(s) must be unused and in the same condition that you received it.
- Good(s) must have receipt or proof of purchase.
- Good(s) must be in resaleable condition.
If your good(s) do not meet all of these points, we unfortunatley cannot accept your return and a refund or exchange will not be honoured.
Returns Terms & Conditions
- Bonfire is not liable for any carriage costs incurred for returned good(s)
- Bonfire is not liable for returned good(s) being lost or damaged in transit.
- If you require Bonfire to arrange a collection then a charge will be incurred for each consignment. The charge will be deducted from the refund amount when processed. Please contact our online sales team on 0118 970 1717 if you require this collection service.
- Bonfire do not offer refunds on sale or bespoke items.
- Bonfire’s Returns & Exchange Policy is relating to online purchases and ‘Supply Only’. This policy does not cover our ‘Supply & Installations’.
- If the good(s) aren’t returned inline with our requirements then Bonfire reserve the right to deduct an amount from your refund to return the item to a saleable condition.
Damaged or Missing Goods
Upon the receipt of your goods, you have 48 hours in which to declare anything missing or damaged. Any damages or missing items reported outside of this window are subject to possible rejection, resulting in the denial of a replacement or refund.
We advise that you check your goods while the driver is present. If the driver refuses to wait with you while you examine the pallet, then please make sure you sign for the goods as UNCHECKED as this will cover you for all eventualities.
In the unlikely event that your order arrives damaged or missing, please email firstname.lastname@example.org or call 0118 970 1717 immediately. We will then arrange collection of the goods and organise a replacement to be sent out to you at the earliest opportunity.
We will require photographic evidence of all damages to be able to access damage or faulty goods.
We cannot guarantee to replace or repair items which have been signed for in good condition or ‘unchecked’ and are later found to be damaged. For further details please see our Terms and Conditions.
If you have received your goods and they appear to be faulty please do not hesitate to get in touch with us via phone or email. We will require photographic evidence of any faulty goods so that our team of professionals will be able to assess the faults.
You will be entitled to an exchange or refund if the goods are deemed faulty.
Returns & Exchange FAQ
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can not offer you a refund or exchange.
To cancel your order you need to notify us before you goods have been despatched, this can be either by phone, e-mail. We recommend e-mail as it keeps a record of your cancellation.
Your refund will be processed within 14 days of us receiving the goods back. However it is usually done within the same working week. All goods must be returned in line with our policy otherwise a refund will not be approved.
Your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Buyer pays return shipping costs. We do not offer refunds for bespoke items. Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
If the good(s) aren’t returned in a resalable condition then we reserve the right to deduct an amount from your refund to return the item to a saleable condition.
The buyer is liable for any carriage costs incurred for returned good(s).
This is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
If you wish you can arrange to return the items yourself.
After we receive your item, our team of professionals will inspect it and process your refund, if accepted. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
If anything is unclear or you have more questions feel free to contact our customer support team.