Shipping & Returns Policy
Last updated: June 2026
This Shipping & Returns Policy explains how delivery, collection, cancellations, returns, refunds, and damaged goods are handled when you purchase from Stillorgan Stoves & Fireplaces.
1. Delivery Areas
We deliver to customers in Ireland. Delivery availability, costs, and timelines may vary depending on the product, location, stock availability, and whether the order includes installation. For larger products such as stoves, fireplaces, hearths, chambers, surrounds, and flue systems, delivery may require special handling.
2. Delivery Times
Estimated delivery times will be provided where possible at checkout or after your order has been placed. Delivery times may vary due to:
• Product availability
• Supplier lead times
• Courier or transport delays
• Weather or access conditions
• Installation scheduling
• Custom, special order, or made-to-measure items
We will contact you if there is a significant delay with your order.
3. Delivery Charges
Delivery charges, where applicable, will be shown during checkout or confirmed before your order is finalised. Some products may require a separate delivery quotation due to size, weight, distance, or special handling requirements.
4. Customer Responsibility on Delivery
Please ensure that:
• The delivery address is correct
• Someone is available to receive the delivery
• There is suitable access for delivery
• Large or heavy items can be safely delivered to the agreed location
• You inspect the goods as soon as reasonably possible after delivery
For heavy goods, delivery may be kerbside or to the nearest safe accessible point unless otherwise agreed.
5. Damaged or Missing Items
If your item arrives damaged, faulty, or incomplete, please contact us as soon as possible. Please provide:
• Your order number
• Your name and contact details
• Photos of the damaged item
• Photos of the packaging
• A description of the issue
6. Returns for Online Purchases
For most online purchases, consumers have a legal right to cancel within 14 days of receiving the goods. This is sometimes called the cooling-off period.
To cancel an order, you must notify us within 14 days of receiving the goods. You then have a further 14 days to return the goods to us.
Returned goods must be:
• Unused
• In their original condition
• In original packaging where possible
• Complete with all parts, accessories, manuals, and documentation
You are responsible for the cost of returning goods unless the item is faulty, damaged, or incorrectly supplied.
7. Refunds
Once we receive and inspect the returned goods, we will process any refund due to you. Refunds will usually be made using the original payment method. We may reduce the refund if the goods have been handled more than necessary, damaged, installed, used, or returned incomplete.
8. Items That May Not Be Returnable
Some items may not be eligible for cancellation or return, including:
• Bespoke, custom-made, or made-to-measure items
• Special order products ordered specifically for you
• Installed products
• Products that have been used, altered, damaged, or fitted
• Items not suitable for resale due to handling or condition
• Services or installation work that has already been completed
• Services that have begun with your agreement before the end of the cooling-off period
This does not affect your statutory rights if goods are faulty, not as described, or not fit for purpose.
9. Faulty Goods
If a product is faulty, damaged, not as described, or not fit for purpose, please contact us immediately. We may offer a repair, replacement, refund, or other appropriate solution depending on the circumstances and your consumer rights. Your statutory rights are not affected by this policy.
10. Installed Products
Where you purchase a stove, fireplace, chamber, flue system, hearth, or related product with installation, cancellation and refund rights may depend on whether the product has been ordered, customised, delivered, or installed.
If you request installation or service work to begin before the end of the 14-day cooling-off period, you may be required to pay for work already completed. Once a product has been installed, it may not be possible to return it unless it is faulty or incorrectly supplied.
11. Deposits
Deposits may be required for certain orders, installations, surveys, special orders, or booking dates. Deposits may become non-refundable where:
• Products have been specially ordered
• Bespoke or custom items have been made
• Installation dates have been reserved
• Work has commenced
• Costs have already been incurred by Stillorgan Stoves & Fireplaces
This does not affect your statutory rights.
12. How to Request a Return
To request a return, please contact:
Stillorgan Stoves & Fireplaces
Email: info@stillorganstovesandfireplaces.ie
Phone: 0874877157
Address: The Stillorgan Group HQ
Unit P5 | Block P
Greenogue Business Park
Rathcoole
D24 Y054