Returns, Faulty Goods & Cancellation

Returns, Faulty Goods & Cancellation

Returns, Faulty Goods & Cancellation


Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected, or is faulty. Your statutory rights are not affected by this guidance.

To return an item you need to:

 • Send it back either by Carrier or from your local post office - 
click here for a Returns form, which must be completed and enclosed within the package to ensure that we know it is you who has returned the goods to us.

If returning by post, we recommend returning the goods by Recorded Delivery in order that the goods can be tracked if they are not received by us.

The return address is Focal Point Fires plc, Unit 10, Airfield Way, Christchurch, BH23 3TG.

Please note that the cost of returning goods is borne by the customer, unless there is a fault with your product upon arrival which is found to be the responsibility of Focal Point Fires plc.

Please also note that we are unable to refund any delivery charges for items that are returned due to no longer being required.


Please note the following stipulations that we make where returns are made:

·         Returned goods must be unused and supplied with their original packaging.

·         All returns must have a completed returns form.

·         We will credit the card we have on file for you this may take up to 21 working days to appear as cleared funds.

Post office return is not available for items over 1m in length and 2kg in weight. For these items you will need to return the item via a carrier.


What do I do if an item is faulty when it's delivered?

Just complete our returns procedure before sending us back the goods, stating what the fault is. 
Once we receive the goods and completed returns form, we will inspect and/or test for the fault(s) stated. Once we have confirmed the fault:- 

1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage.

2. If you requested us to despatch a replacement we will despatch and a replacement (this may take up to 5 working days)

If you paid for order by card through your Focal Point account

Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement. 


What to do if I want to return an item after 45 days?


We do not accept exchanges or refunds after 45 days.



A cancellation can be made up to 14 days from point of order via phone, email ( or mail (Focal Point Fires Returns, Avon Trading Park, Christchurch, Dorset, BH23 2BT, Tel. 01202 499330). If a cancellation is made after the despatch of goods, or after the goods have been delivered, it is the responsibility of the customer to return the goods at their cost for a full refund.