Last updated: September 29, 2026

If you wish to return an item purchased from us online, you have the right to cancel your order by notifying us via email within 14 days of your delivery date. You then have an additional 14 days from the date of notification to return the item to us.

To initiate a return, please send an email to info@greatglenstoves.co.uk stating:

• Full name and contact telephone number
• Delivery address
• Order number or reference
• The specific items you wish to return

Return Logistics & Outbound Delivery Charges

Unless an item is faulty or misdescribed, you are responsible for organising the return transit and covering all associated return shipping costs. Upon receiving and successfully processing your return, we will issue a full refund for the item, plus our standard outbound delivery charge. Please note that if you originally opted for an enhanced premium delivery service, we will only refund the cost equivalent to our cheapest standard delivery rate.

Return Address:
Great Glen Stoves
Inchmore Hall
Inchmore by Inverness
IV5 7PX

We highly recommend sending your package via an insured, recorded, or tracked delivery service using a reputable courier (such as Royal Mail or Parcelforce). Any loss or damage that occurs during return transit remains your responsibility.

Item Condition & Inspections

Returned items must be sent back with all parts included, packed securely. Customers are permitted to handle items as they would in a physical showroom to examine them. However, if the items show signs of unreasonable handling, use, or damage to the original retail packaging that diminishes their resale value, we reserve our legal right to deduct an appropriate amount from your final refund to cover this loss.

Damaged or Faulty Goods

If your order arrives damaged or the goods develop a fault, please email us immediately at info@greatglenstoves.co.uk with your details, order reference, and photographic evidence of the damage. Under the Consumer Rights Act 2015, if your goods arrive faulty, you are entitled to a full refund, repair, or replacement within 30 days of delivery. For verified faults or transit damage, Great Glen Stoves will cover or reimburse all return transit and collection costs.