RETURN AND REFUND POLICY

This Return and Refund Policy applies to purchases made from the online store operated by:

HATFORD LTD
Company number: 17331859
Business address: 70 Brinksway, Stockport, SK3 0BY, United Kingdom
Email: contact@hatford.shop

In this Policy, “HATFORD LTD”, “HATFORD”, “we”, “us” and “our” refer to HATFORD LTD. “Customer”, “you” and “your” refer to the person who purchases a product from our online store.

This Policy does not affect your statutory rights under applicable UK consumer law.

1. Our fulfilment model

We operate using a third-party fulfilment model. Products may be stored, packed and dispatched by one of our authorised fulfilment partners.

Returns may therefore need to be sent to a designated fulfilment warehouse rather than to our business address.

Do not return a product to our business address or to the address shown on the original parcel unless we have specifically instructed you to do so.

You must contact us before returning any product so that we can provide the correct return instructions and authorised return address.

HATFORD LTD remains responsible for handling your order, return, refund and statutory consumer rights, even where delivery or return processing is carried out by a third-party fulfilment provider.

2. Cancelling an order before dispatch

You may request cancellation of an order before it has been dispatched by contacting:

contact@hatford.shop

Please include your full name, order number and the email address used to place the order.

We will make reasonable efforts to cancel the order. However, because orders may be processed automatically by our fulfilment partner, we cannot guarantee that cancellation will be possible once fulfilment has started.

Where an order has already been dispatched, you may use your right to cancel after receiving the product in accordance with Section 3.

3. Change-of-mind returns

If you are a consumer purchasing online, you generally have the right to cancel your order without giving a reason.

You must inform us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the product.

For an order containing multiple products delivered separately, the cancellation period begins on the day after the final product is received.

After notifying us of your cancellation, you must send the product back within a further 14 days.

To request a return, email contact@hatford.shop and provide:

• Your full name;

• Your order number;

• The product you wish to return;

• The date on which the product was received;

• The reason for the return, where you choose to provide one;

• Photographs of the product and packaging where requested.

We will provide the applicable return address and return instructions.

4. Return condition

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

Portable fireplaces and related products must, where possible, be returned:

• Complete and with all supplied parts;

• With the instruction manual and safety documentation;

• With all accessories and components;

• Securely packaged to prevent damage in transit;

• Without fuel, gas cartridges, combustible materials or other hazardous substances inside the product;

• In a condition that allows us to identify and inspect the product.

You are not required to use the original packaging to exercise your statutory cancellation rights. However, we strongly recommend using the original packaging where available because portable fireplaces may contain fragile, glass, metal or heat-resistant components that can be damaged during transportation.

You are responsible for taking reasonable care of the product while it is in your possession.

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functionality.

For example, a deduction may be made where a portable fireplace has been:

• Ignited or used;

• Filled with fuel;

• Installed, assembled or modified beyond what was necessary for inspection;

• Damaged through misuse or improper handling;

• Returned with missing parts or accessories;

• Returned in an unsafe or contaminated condition.

Any deduction will be reasonable and based on the actual reduction in the product’s value. Your statutory rights regarding faulty or misdescribed products remain unaffected.

5. Fireplace and fuel safety

For safety and transport-compliance reasons, you must not return a portable fireplace containing:

• Bioethanol or another liquid fuel;

• Gas or fuel cartridges;

• Batteries that are damaged, swollen or leaking;

• Ash, residue or combustible material;

• Any other flammable, pressurised or hazardous substance.

Do not send fuel or another hazardous consumable through an ordinary postal service unless we have expressly confirmed that the chosen return method is permitted.

Where a product has been used or contains fuel residue, contact us before packaging or transporting it. We may provide additional instructions or arrange an appropriate collection method.

These safety requirements do not remove any statutory rights you may have in relation to faulty, unsafe or misdescribed products.

6. Return shipping costs

For a change-of-mind return, you will normally be responsible for the direct cost of returning the product unless:

• We have agreed to pay the return cost;

• The product is faulty;

• The product was damaged before delivery;

• The product is materially different from its description;

• We supplied the wrong product;

• Applicable law requires us to pay the return cost.

Some portable fireplaces may be too large, heavy, fragile or restricted to be returned using standard postal services. In such cases, a specialist courier or collection service may be required.

Where applicable, information about estimated return or collection costs will be provided before purchase or made available upon request. The actual cost may depend on the product’s dimensions, weight, condition and collection location.

You remain responsible for the returned product until it is received at the authorised return location. We recommend using a tracked and appropriately insured delivery service and retaining proof of postage.

We are not responsible for a return sent to an incorrect or unauthorised address.

7. Faulty, damaged or incorrect products

Products supplied by us must be:

• Of satisfactory quality;

• Fit for their normal purpose;

• Fit for any particular purpose agreed with us;

• As described on our website.

Please inspect your order as soon as reasonably possible after delivery.

Contact contact@hatford.shop promptly if your product:

• Arrives damaged;

• Is defective or unsafe;

• Does not function properly;

• Is materially different from its description;

• Is missing essential components;

• Is not the product you ordered.

Where possible, please provide photographs or videos showing the product, packaging, shipping label and reported problem. This helps us investigate the issue with our supplier, carrier and fulfilment provider.

We recommend reporting visible delivery damage within 48 hours of receiving the order. Failure to report the issue within 48 hours does not remove your statutory consumer rights.

If the product does not conform to the contract, you may have a statutory right to reject it and receive a refund within the first 30 days, subject to applicable law.

After the initial 30-day period, you may be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful, unavailable within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or a final right to reject the product.

Where a product is confirmed to be faulty, damaged before delivery, incorrect or misdescribed, we will pay or reimburse reasonable return costs or arrange collection.

Do not dispose of a faulty or damaged product unless we have authorised you to do so in writing.

8. Products damaged after delivery

We are not required to provide a refund, replacement or repair where the problem was caused by:

• Accidental damage after delivery;

• Incorrect assembly or installation;

• Failure to follow the supplied instructions;

• Use of an unsuitable or unauthorised fuel;

• Overfilling or spilling fuel;

• Use indoors where the product is intended only for outdoor use;

• Failure to maintain required ventilation or safety distances;

• Modification or unauthorised repair;

• Normal wear and tear;

• Negligent, unsafe or improper use.

We may ask for photographs, videos or other reasonable evidence to determine the cause of the problem.

Nothing in this section limits liability that cannot legally be excluded.

9. Products that cannot be returned under the change-of-mind procedure

The statutory cancellation right may not apply to:

• Products made to your specifications;

• Clearly personalised or customised products;

• Products that have been inseparably mixed with other items after delivery;

• Other products excluded from cancellation rights under applicable law.

This section does not remove your rights where a product is faulty, unsafe, damaged, incorrect or not as described.

10. Refunds

Once we receive the returned product, or acceptable evidence that you have sent it to the authorised return address, we will assess the return.

Where you are entitled to a refund, it will be issued without undue delay and no later than 14 days after:

• We receive the returned product; or

• You provide evidence that the product was sent back,

whichever occurs first.

We may withhold a change-of-mind refund until the product has been received or you have supplied acceptable proof of return.

Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree to another method.

We will not charge an administration fee for issuing a statutory refund.

After we issue the refund, your bank, card provider or payment processor may require additional time to credit the funds to your account.

11. Original delivery charges

Where you cancel the entire order under your statutory cancellation rights, we will refund the cost of our least expensive standard delivery option.

If you selected an enhanced, express, timed or premium delivery service, we are not required to refund the additional amount above the cost of standard delivery.

Original delivery charges may not be refunded where you return only part of an order, except where required by law or where the returned product is faulty, damaged, incorrect or misdescribed.

12. Partial refunds and deductions

We may make a reasonable deduction from a change-of-mind refund where:

• The product has been handled beyond what was necessary to inspect it;

• The product has been used or ignited;

• Fuel has been placed in the product;

• Parts, accessories or manuals are missing;

• The product has been damaged while in your possession;

• The product was inadequately packaged for return;

• The product requires cleaning, decontamination or replacement components because of your handling.

We will not make a deduction for damage or loss caused by us, the original carrier, our fulfilment provider or a defect that existed when the product was delivered.

13. Exchanges

We may offer an exchange where a product is faulty, damaged, incorrect or unsuitable, but exchanges are subject to stock availability.

For change-of-mind requests, we may ask you to return the original product for a refund and place a new order for the replacement product.

Any price difference between products will be charged or refunded as applicable.

14. Refused and undeliverable deliveries

If a delivery is refused or returned to us because:

• An incorrect or incomplete address was provided;

• The customer did not collect the parcel;

• Delivery could not be completed after reasonable attempts;

• The customer refused a non-faulty order without first contacting us,

we may deduct reasonable return-to-sender, storage or redelivery costs from the refund, where legally permitted.

This does not affect your statutory cancellation rights.

15. Unauthorised returns

Returns sent without first contacting us may be delayed because our fulfilment partners use different warehouses and return-processing systems.

A return sent to an unauthorised address may not be accepted or may be returned to the sender.

Always obtain written return instructions from contact@hatford.shop before sending a product back.

16. Business customers

The statutory consumer cancellation rights described in this Policy apply to individual consumers purchasing mainly for purposes outside their trade, business, craft or profession.

Orders placed wholly or mainly for business purposes may be subject to separate contractual return conditions.

17. How to contact us

To cancel an order, request a return, report a faulty product or ask about a refund, contact:

HATFORD LTD
Company number: 17331859
Email: contact@hatford.shop
Business address: 70 Brinksway, Stockport, SK3 0BY, United Kingdom

Please include your order number in all correspondence.

18. Changes to this Policy

We may update this Return and Refund Policy to reflect changes to our products, fulfilment arrangements, business procedures or legal obligations.

The version that applies to your order is the version published or otherwise provided to you when the order was placed, unless a later change is required by law or is more favourable to you.