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Deliveries & Returns Policy

To ensure you receive your order, especially if it is a large item, we recommend providing a delivery address where you are present during regular business hours, such as an office address or home address if someone is available. Please also provide a delivery contact mobile number for all orders.

We deliver on business days (Monday to Friday, excluding Public Holidays). Orders placed on weekends and public holidays will be dispatched the next working day.

Estimated Delivery Time Frames:
North Island 5 – 7 working days
South Island 7 – 10 working days

Delivery cost will be calculated based on weight and region. 

We can provide tracking details on request – please email

If you haven’t received your order within the estimated delivery time frame, please email us or call 09 623 6990 during business hours.

If you are not home or access is blocked (e.g. security gates preventing entry), the courier/freight company will leave a card requesting that you make contact to reschedule delivery.

Please ensure you thoroughly check over any items we deliver to you on arrival, or as soon as possible after arrival.

Do not sign with the courier or freight company representative for any damaged goods. Instead, note in the place of signature that the goods are damaged.

You will need to notify us within 24 hours of any damage to your delivery in order for us to arrange an exchange. Please immediately email your contact details, along with photographs of the damage, to

All purchases from The Fireplace Limited are protected under the NZ Consumer Guarantees Act.

For further information about the New Zealand Consumer Guarantees Act, please visit

Our returns policy lasts 30 days. If 30 days have gone by since you received your product, unfortunately we are unable to offer you an exchange, store credit or refund.

We will offer an exchange (subject to availability), credit or refund on any item purchased from The Fireplace Limited if the product:

  • Has a genuine manufacturing fault; and/or
  • Does not correspond with the descriptions given to you

If your preference is an exchange of product, but we do not have stock available for your exchange, we are able to offer you a refund or a credit to the value of the original purchase price of the product.

Outside the above timeframe, our products come with full manufacturers guarantees and warranties. We are also parts and service agents for our brands.

For faulty products, please immediately email your contact details to together with your original order or invoice number. Photographs of the fault, if applicable, are also welcomed.

If a fault does not amount to major failure in the product, we are entitled to elect between providing you with a repair, replacement or other remedy.

Any exchanges or credit for change of mind are at the full discretion of The Fireplace Limited.

Subject to compliance with the above timeframes for returns, we will offer an exchange or credit for a change of mind if:

  • The product has been unused
  • The product is in the same condition that you received it
  • The product is in original packaging
  • You have proof of the product purchase

Please note, the cost of return shipping is at the customer’s expense for any return due to a change of mind. We do not refund or add credit for cost of return postage.

Any exchange/ credit due to change of mind may also be subject to additional shipping charges and/or re-stocking fees.

In the first instance, for faulty goods, changes of mind, or items damaged in transit, please email your contact details (and photographs if applicable) to Please do not attempt to return any items until we have responded to your request and advised as to how you should proceed.

We are unable to process exchanges, credits or refunds until your product has been received and inspected.

We do not accept responsibility for products that are lost or damaged by your courier or freight company when being returned to us (if you are required to organise your own shipping). We recommend you keep a copy of your courier or freight company tracking number for your follow up.



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