Made-to-order items

All of our fitted products are made specifically to your measurements and design requirements.
For this reason, bespoke products are non-returnable and non-refundable once manufacturing has begun.

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On-site installations

We deliver and fit these products in person.
Before leaving site, we carry out a full quality check with the customer.

If any issues are spotted during installation, we will put them right at no extra cost.

After sign-off, any further issues will be handled under our workmanship warranty.

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2. Fireplaces, Electric Fires & Media Wall Fire Inserts

These products are supplied with manufacturer warranties of 1–5 years, depending on the model.

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Fire Returns

• Fires must be unused and in their original packaging.

• Any return must be approved in writing before shipping.

• Customers are responsible for returning the item at their own cost.

• A restocking fee may apply depending on supplier terms.

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Faulty or defective fires

If a fire develops a fault within its warranty period, it will be handled via the manufacturer’s warranty process.
We will assist with the claim to ensure a smooth resolution.

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3. Self-Build Kits (Strictly No Returns)

Our self-build kits are made to order based on each client’s specifications.

For this reason:

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⚠️ Self-build kits are strictly non-returnable and non-refundable.

If a replacement part is needed due to damage on arrival, we will assist—but returns of the full kit are not permitted.

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4. Cancellations

Bespoke & made-to-order items

Once production has started, orders cannot be cancelled.

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Standard fire units

Cancellation is possible before dispatch only.

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5. Shipping & Return Costs

If a return is approved (fire products only):

• The customer must return the item at their own cost.

• Items must be packaged securely.

• Any damage in transit may affect eligibility for a refund.

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6. Workmanship Warranty

All Cardiff & Caerphilly Carpentry installations come with a workmanship guarantee.
If an issue arises due to workmanship within the warranty period, we will attend and resolve it free of charge.

This does not cover:

• Wear and tear

• Misuse

• Environmental damage (damp, leaks, poor property conditions)

• Third-party alterations

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