Minster Stoves & Heating
Refund & Returns Policy



Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

We must be notified of any items that arrive damaged within 24 hours of receipt of goods. We have several ways of getting in touch details can be found on our Contact Us page.

If you believe the item to be faulty or defective, we must have written confirmation of the fault within 30 days of receipt, starting from the day you received delivery. You can outline any details and send photos.

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 and in a state fit for resale.

Several types of goods are exempt from being returned. We also do not accept hazardous materials, or flammable liquids or gases.

Products that cannot be returned or exchanged:

  • All bespoke or made to measure goods;
  • A faulty product, where the fault was brought to your attention before purchase;
  • Chemical/gas products that are unsealed;
  • Non-faulty unsealed electronic goods;
  • Non-faulty used gas valves;
  • Non-faulty pilot assemblies/thermocouples;
  • Used products e.g. paint, slate oils, polish etc.;
  • Any spare parts where the seal is broken (such as PCBs, electronic goods, and fans);
  • Goods that deteriorate or expire rapidly once opened; and
  • Non-faulty used hygiene products (eg. toilets or showers).
  • 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
To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Restocking Charges

All product returns are subject to a 20% restocking charge (this is what we are charged by our suppliers) Additional charges may apply for damaged or missing parts.


A refund/credit will not be issued if: Damage was caused to the product by incorrect storage, application, movement, commissioning, use, or maintenance. Where damage to the product has been caused by fair wear and tear, or misuse or where payment for the goods has not been paid in full as cleared funds.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the return/refund is approved, then your refund will be processed, and we will give you a refund or credit using your original payment method.

If you paid in cash and cash is not available in the showroom, it may be necessary to refund you with a cheque. We will not refund cash purchases in any other way.

If a credit or debit card has been used, the refund may take 7-10 working days to arrive in your account.

Late or missing refunds

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 web-enquiries@minster-stoves.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


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 web-enquiries@minster-stoves.co.uk and send your item to: Minster Stoves and Heating, 2, 103 Southern Avenue, Leominster HR6 0QF.


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.

Shipping returns

To return your product, you should mail your product to: Unit 2, 103 Southern Avenue, Leominster HR6 0QF.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

When writing a policy like this, it is not possible to anticipate every circumstance which real life may throw up. If for some reason this policy seems unreasonable in the light of your specific circumstances, please talk to us, and we will do our best to help.

Contact us for questions related to refunds and returns.

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