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Delivery in 3-7 working days

Refunds, Cancellations & Damaged Goods


Refunds will be made within 14 days of receipt of goods and will be made by the same method we received payment from you.  Please note pricing for any multi-buy package or bulk discount deals may be subject to change or alteration should one or more items be returned within your statutory 14 day return period.

Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.


Your statutory rights are governed by both the Consumer Rights Act 2015 & The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and are unaffected.

For items that are not bespoke manufactured or have not been amended at your request (i.e. had a door handing change) you can cancel your contract at any time up to 14 days from the date of delivery.

Cancellation requests must be in writing, via email to Any cancellation requests received after 14 days from delivery will be assessed on a case-by-case basis and we reserve the right to refuse a request. If you wish to cancel your contract, you must return the goods to us in a safe manner or request us to collect them from you at a charge. The goods must not be damaged in any way, and you have a duty of care to ensure the un-damaged condition of the items whilst in your possession & when you’re returning them to us. If goods are received back to us damaged, then we will notify you in writing within 24 hours and any financial implication will be made clear to you at that point.

To complete your return, we require a receipt or proof of purchase.

A collection fee for the cost of returning the goods will apply and will vary depending upon the size.  Exact costs will be confirmed to you upon acknowledgement of your claim and based upon your location, but some examples are:

Large items such as BBQ’s & Pizza Ovens on a pallet @ £135.00 Smaller items £8.50

Several types of goods are exempt from being returned. Perishable goods such as Food, Rubs & Sauces cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards

We will initiate the return which will email you instructions on where to send your item back to. Please do not send your purchase back to the manufacturer.

Please clearly mark the packaging with your Order number & Name

Damaged Goods:

Please ensure you check items straight away and notify us in writing of any damage to items no later than 48 hours after the time of delivery.  

In cases where goods are not being fitted straight away and are to be stored for fitting at a later date, we still require them to be checked & notified in the same way. No claims for damage will be entertained after this period or once handled in any way by a third party of any kind. Please be aware that the contract of sale is with the person or persons detailed on the sales order document & they are deemed to be the customer under our terms. If a third party is nominated to accept the delivery on behalf of the customer, then they are assuming full responsibility for the goods and should unpack and check the goods before they sign for them as no claims for damage can be entertained once they have handled the goods.  We reserve the right to request photographic evidence of damage to support your claim.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Fired Up, 377 Richmond Road, Richmond, London, TW1 2EF

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. 

On Premises / In Store refund policy

Your statutory rights are governed by the Consumer Rights Act 2015 and are unaffected.

If you wish to return an item, you must not have used it, and it must be in its original packaging. You can request us to collect it, or you can return it to us yourself, either way at your own cost. If the item is un-opened and in perfect condition, then there will be a 25% re-stocking charge against the price paid for the item. If the item has been opened or the packaging has been damaged or altered in any way, then we will have to assess the re-stocking charge on a case-by-case basis, and you should contact us at our customer email address. If an item has been used, connected, fitted, or installed then no return can be entertained. We reserve the right in some cases to deny a card refund and issue a store credit.