Returns Information

BigFire LTD Returns Policy

We want you to be pleased with your order. If for any reason you are unhappy with your product and would like a refund or exchange then please return it to us within 28 days of receipt in an unused condition. Please see below for full terms and conditions.


In the unlikely event of an item arriving faulty, please contact us within 7 days of receipt by phone or email and we will be happy to replace it or arrange for a refund.


Please contact us within 48 hours of receipt if your order is incomplete and we have not advised of a back order. Phone: 01803 84 00 66 Email:
  • We are happy to replace most products but there are some exceptions that cannot be returned unless they are faulty. These products include special orders such as Cocoon & Icon Fires, Hot tubs and garden buildings.
  • Products returned to us must be in a resaleable condition. Products should be unused, in their original and complete packaging with all labels attached.
  • With the exception of faulty goods BigFire are not responsible for the cost of returning products to us. We always advise that you obtain a certificate of postage.
  • Please allow us up to 5 working days from receipt for your return to be processed.
  • Your statutory rights are not affected.

Returns should be sent to:

BigFire 6 Cannon Road Heathfield Industrial Estate Netwon Abbot Devon TQ12 6SG

T: 01803 840066 E: