Returns & refunds
Returns & refunds
5 mins

Returns & refunds


You can return any product within 30 days of purchase with the exception of any product “custom made, cut or coloured for you” (chimney liner is cut to length and is non-returnable). See Returns Process below.

If you wish to change/exchange goods. We do not "swap" items over as this usually ends up being confusing: you purchase any required items at the website and we refund any returns - nice and simple. See Returns Process below.

If we are at fault for any reason (e.g. we sent the wrong item) we will request you take the item to the Post Office (see Returns Process below) and we will reimburse any cost incurred in sending goods back. In this case as soon as we have a snapshot of the Post Office receipt we will reimburse your account and send the new goods.

Any “charges” mentioned in this email will NOT be applied if this is a warranty issue or we are at fault in any way ;-)

Returns process - materials

Please contact us for our bright orange returns labels.

(returns without these labels will not be accepted).

We send these labels to you via the post. Please add one label to each separate entity (one address label and one "Stovefitter's RETURN” label to each item or collection of items wrapped together).

Please use a signed-for service (e.g. Post Office signed-for service).

Please note that items will be inspected once they arrive with us. If damaged or not in original boxes then a refund cannot be given and you will be notified of this.

We strongly suggest that twin wall, especially "lengths" of flue pipe", are VERY heavily wrapped with stiff cardboard or bubble wrap or similar as they are VERY easily dented. We will not be able to refund if damaged in transit. Even better put these items on a pallet, secure with pallet-wrap or cling-film and contact us for a "pallet collection" price (usually £40-£75). If adding items to a pallet (usually many parts being returned and your order arrived on a pallet) please request that we send you pallet wrap (heavy duty cling-film) to secure the items to the pallet so they do not drop off during delivery. We will charge £15 for this and it will be deducted from any refund.


If you wish to return a stove please contact us within 14 days of purchase. We will arrange the collection of your stove.

Please note that it is the buyer that is responsible for any carriage costs incurred.

This is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.

Regarding procedure for stove returns:

1. We can despatch in the post a pair of roofrack-style straps (only if you need them - please let me know).

2. You will put the stove on the main pallet, wrap it in the materials it came in ensuring rain cannot get to the stove.

3. You will strap it to the pallet taking care to ensure the straps cannot rub the paintwork from the stove.

4. You will send us a photograph (text or Whatsapp to 07769808007)

5. We will arrange to have ithe stove collected on a work day of your choosing.

6. As soon as the stove has been picked up we can arrange a new delivery with you (if this is applicable). We may request a delay until the stove has arrived back - this is at our discretion.

Total cost of collection of a stove is £65. IF THIS IS DUE TO AN ERROR ON OUR PART THERE IS NO CHARGE.

Total cost of collection of a stove and delivery of a replacement stove is £130. IF THIS IS DUE TO AN ERROR ON OUR PART THERE IS NO CHARGE.

There may be extra charges for Scotland or any island. 

Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.

Stoves damaged by our couriers

If goods are damaged please feel free to accept or reject at the time of delivery (sometimes it is easier to accept the order rather than reject it due to one item of many being damaged). We will replace damaged items even if you have signed for them as long as we are notified within 7 days of purchase. We will require photographs of damaged items in order to replace (via Live Chat/Whatsapp/email is fine). We may ask to collect damaged items, or ask you to return damaged items to us (in the latter case we will refund your reasonable postage costs).

NOTE: if just a glass broke please accept - this is is easy to replace and we will send. Please take care if handling broken glass.

Delivery: There will only be one driver who will unload a pallet from the lorry via a flat and smooth surface to a flat and smooth surface. Drivers will not enter your house. Drivers have the goods on a pallet truck (max. 2" clearance from ground) which DOES NOT traverse gravel or steps or grass or tight corners.

Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.

Please keep the pallet and wrapping until you know you are happy with the goods (if goods need to be returned to us we can send webbing straps to assist).

We must be notified of any damaged items within 7 days of the date delivered for a refund to be provided.

Please contact us if your stove is to be returned.


Missing items

If goods are missing from your delivery you have 72 hours to let us know about this. If informed within the timeframe we can open an investigation and sort out with no fuss.


See all FAQs

Costs correct as of April 2023:

Approx. costs if you have a chimney and fireplace ready to use: £750-£1,000 (save £500 by self-installing).

Approx. costs if you have a chimney but need the fireplace "opening up": £1,600-£2,200 (save £1200 by self-installing).

Approx. costs if you do not have a chimney and need a clip-together flue: Shed £475-£700. Bungalow £1500. 2-storey house £2500. Save £1,000-£1400 by self-installing.

Above figures include labour and materials but no appliance.

We, of course, advise you to purchase your stove and materials from Stovefitter's to ensure quality goods are installed (some installers use budget materials to increase margin). If you buy your stove from us (rather than your local small shop or installer) we have a lot more power when approaching manufacturer's with a warranty issue. Why is that? Because we buy many hundreds of stoves a year from these brands.

We do not fit stoves.

But we know a few who do!

Google: Hetas installers

Hetas are the trade body of registered UK installers.

Most installations will require that you slide a chimney liner down your chimney (flexible metal tube 5" or 6" in diameter). Do you have a narrow chimney and want to lessen the risk that a liner might not go down your chimney? Then make sure your chosen stove can use a 5" liner.

Must I line my chimney? Best read this article but most likely the answer is yes. Do I have to fit a chimney liner?

DEFRA-Exempt wood burning stoves with a 5″ collar can usually be fitted to a five inch liner rather than the usual 6″ minimum, making the installer's job much less stressful.


I seriously suggest any self installer fits a 5" liner unless they know their chimney is large enough for a 6"!

What is the best chimney liner? Silvacore 904 (we sell it so of course we will say that ;-). What is the best chimney liner?

Will your stove require an air vent within the room (some stone walls are very difficult to drill)?

5kW or under and wood burning stoves often do not require an air vent (new builds always require an air vent).

What is the maximum output in kW of your "5kW" wood burning stove? The majority of manufacturers just specify the “nominal output” and this figure means very little in real life. The nominal is a figure the manufacturer chooses to sell the stove at - the stove is capable of reaching at least this output with one fuel load. Nominal means "capable of". But it is not the maximum.

Check out the size of the area where the logs will go (firebox size) as this varies enormously. The kW output is completely dependant on the amount of logs burning at any one time - more logs burning equals more heat. If you can fit three logs in stove A and just two logs in stove B then stove A will be capable of throwing out 33% more heat.

DO NOT TRUST MANUFACTURERS’ kW RATINGS as manufacturers specify what output they desire to sell the stove at and testing allows for much “playing with the figures”. This is why you can get very small 5kW stoves (e.g. Aga Little Wenlock) and very large 5kW stoves (e.g. DG Ivar 5 by Dik Geurts which is actually rated 5kW but has a MUCH larger firebox than the Ekol Crystal 5 by Ekol Stoves). A Crystal 5k might get to 5kW and not be capable of any higher whilst a DG Ivar, despite being rated at 5kW, can get to 8kW with a full fuel load.

Note that, over time, one might damage the internal firebricks of a stove by running at a higher load than the manufacturer's suggest. Firebricks are easily replaceable.

Will your wood burning stove fit in your recess WITH the required air gaps around it? This is obviously not an issue if your stove will be freestanding.

Air gaps to non-combustible materials (brick, stone etc.) are usually "as close as you like" legally but manufacturers will sometimes specify a recommendation. This recommendation is there to allow heat to escape from the recess into the room - so you get the heat benefit rather than the heat soaking into the building structure and being lost. If no gap to non-combustibles recommended then we suggest 50-100mm air gap left and right of stove, 50mm behind and 100mm above.

Are you in a Smoke Control Area (usually built up areas)?

Choose your stove accordingly.

A stove must be DEFRA-Approved if you wish to burn wood in a smoke control area.


In simple terms if a stove has an efficiency rating of 70% then 30% of the heat from your logs goes up the chimney.

If a stove has an efficiency rating of 90% then only 10% goes up the chimney.

So think of this in terms of how many logs you have to chop/buy.

Example: A Saltfire Peanut 5 by Saltfire Stoves in Dorset has an efficiciency of 80%.

A tall chimney (6m or more) that is lined will be happy with an efficient stove.

Efficiency importance can be said to be overrated and anything between 75% and 85% is fine. Go much higher and performance can actually suffer (smoke in room when opening door to reload, blackening of glass).

Many modern stoves can go on 12mm thick hearths. Others require full, 5″ thick constructional hearths. All of the stoves we sell state whether or not a 12mm hearth is suitable.More about hearths for wood stoves here.

Can you can talk to somebody on the phone should you need to after the wood burning stove has been delivered, especially if you are self installing? Will the staff at “” be able to assist with any installation issues? What if there are any problems after install?

Do yourself a favour before ordering stoves or materials on the Internet: Go to Trustpilot and type in the company name before you buy. Some companies advertising at the top of search engines are not good news - check for yourself.

When striving to find thebest 5kW wood burning stovesyou will likely be bewildered by the choice. There are many to choose from. The question I get asked most in our shop is “why should I pay <£1,000> for this one when this other one is just <£500>?”. Here is the very simple answer:the cheaper wood stoves are made in Chinaor Eastern Europe whilst the more expensive are made in Western Europe (or sometimes the USA). Here are a few examples where a more expensive stove might excel over a cheaper stove:

  • Aesthetics (more time spent on design)
  • Hinges (sometimes hidden on more expensive stoves)
  • Better quality glass
  • Thicker steel (longer life)
  • Improved door locking mechanisms
  • Longer warranty
  • Improved controllabilty of flame due to more resource invested on design of air flow within stove
  • Brushed steel fittings instead of cheapy chrome look

Open and close the door on a cheap Chinese stove. Then open and close the door on a DG stoveArada stovesWoodford stovesHamlet stoves or Saltfire stoves. You’ll understand the difference.

Stove pricing reminds me of wine pricing. A £20 bottle of wine is not double the quality of a £10 bottle of wine (the drinking experience might be improved by 20% as an example). We are talking “the law of diminishing returns here. They are all “fire in a metal box” at the end of the day.

Yes. However, there are specific regulations and restrictions in place to address air pollution concerns, particularly in areas designated as Smoke Control Areas. In these areas, only approved "smokeless" fuels or exempt appliances, such as Defra-approved wood-burning stoves, can be used. These stoves are designed to burn wood more efficiently and produce fewer emissions.

All the stoves we sell are DEFRA approved and Eco-design approved and suitable for all areas of the UK.


View all Terminology

A stainless steel tube, slides down a brick/stone chimney to provide a smooth and safe route for smoke.

All of our stoves are approved by DEFRA to burn wood in all UK locations including Smoke Control Areas (towns and cities). Not all stoves are, so be careful if buying elsewhere.

All of our stoves are ECODESIGN approved to be sold in the UK. Not all stoves are, so be careful if buying elsewhere. ECODESIGN is mandatory by law since January 2022.

The base your stove sits on.

If the chimney is the polo mint then the flue is the hole.