Refund policy

Return & Refund Policy 

 

Thank you for choosing InstyOra.

We want you to be completely satisfied with your purchase. If for any reason your order isn't quite right, we're here to help and will do our best to make the returns process as straightforward as possible.

Your Right to Cancel (UK Customers)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, unless the item has been custom-made or manufactured specifically to your requirements.

For bespoke or made-to-order products, cancellation is not possible once production or manufacturing has commenced.

Your cancellation period expires 14 days after you, or someone nominated by you, takes possession of the goods.

To cancel your order, please email info@instyora.co.uk within the 14-day cancellation period.

Please note that cancellations submitted by telephone, live chat or social media cannot be accepted.

To exercise your right to cancel, simply send your cancellation request before the 14-day period expires.

After this period, returns may still be accepted at our discretion. Where approved, returned goods must be received within 14 days of return authorisation, and additional charges may apply.

Nothing within this policy affects your statutory rights under UK consumer legislation.

Please note that the 14-day cooling-off period does not apply to hazardous goods, flammable liquids or gas appliances once they have been used.

Refunds Following Cancellation

If you cancel your order within the eligible cancellation period, we will refund payments received after deducting delivery costs incurred, even though free delivery was offered at checkout.

There might be a restocking fee applicable, which will be informed before we accept your cancellation request.

Refunds will be processed within 14 days of whichever occurs first:

  • We receive the returned goods.

  • You provide satisfactory proof that the goods have been returned.

  • Your cancellation request is received, where the goods have not yet been dispatched.

Refunds will be made using your original payment method unless an alternative has been agreed.

We may delay issuing a refund until the goods have been received or suitable proof of return has been provided.

Where misuse, retained goods, fraudulent activity or return discrepancies are reasonably suspected, refunds may be delayed while appropriate investigations are completed.

Unless the goods are faulty or supplied in error, customers are responsible for the cost of returning items.

Bundled Products & Upgrade Packages

Products sold as part of a bundle or upgrade package, including accessories such as flue pipe kits, glass screens, light kits or log sets, must be returned as a complete package to qualify for a refund.

Partial returns from bundled purchases will only be accepted where agreed in writing beforehand.

All returned items must be unused and in their original packaging.

Business (Trade) Customer Returns

Trade customers may return eligible products within 14 days, provided they are unused and returned in their original packaging.

For approved trade returns:

  • A 20% restocking fee will be deducted from the refund.

  • The fee covers administration, inspection, handling and preparation for resale.

  • Eligible refunds will normally be issued as a credit note.

How to Return an Item

Before returning any product, please contact us at info@instyora.co.uk to request return authorisation.

When contacting us, please include:

  • Your full name

  • Order number

  • Delivery address

  • Email address

  • Telephone number

  • Purchase date

  • Delivery date

  • Details of the item(s) you wish to return

  • Reason for return

Once approved, we will provide the correct return address.

Please do not return goods to our head office.

Returns sent without prior approval or to an incorrect address may be refused, delayed or returned at your expense.

We recommend using a fully tracked courier service and retaining proof of postage until your return has been processed.

Unauthorised Returns

Returns received without prior approval or outside the approved returns period may be refused.

InstyOra cannot guarantee processing of unauthorised returns, and any costs incurred through incorrect delivery addresses or failed return attempts remain the customer's responsibility.

Return Conditions

To be eligible for a refund, returned goods must:

  • Be unused.

  • Be uninstalled.

  • Be returned in their original, undamaged packaging.

  • Be in a condition suitable for resale.

Items that have been installed, modified, damaged, or used beyond reasonable inspection may not qualify for a refund.

We strongly recommend inspecting all products thoroughly before installation, as installation is considered acceptance of the product's condition.

Returns that fail to meet these requirements may be refused or may be subject to deductions from any refund.

Installed, Used or Retained Goods

Where goods have been:

  • Installed

  • Connected

  • Built into furniture or media walls

  • Modified or altered

  • Used beyond reasonable inspection

  • Partially retained

  • Not made available for agreed collection

InstyOra reserves the right to reduce, withhold or refuse any refund or credit where permitted by applicable law.

Products incorporated into a property may be considered accepted and therefore may no longer be eligible for return unless a genuine manufacturing fault is confirmed.

Where only part of an order is returned, any refund may be adjusted to reflect accessories, upgrades or bundled items retained by the customer.

InstyOra also reserves the right to recover outstanding balances relating to retained goods where appropriate.

Returning Fragile Items

When returning delicate or fragile products, please ensure:

  • Your courier is informed that the parcel contains fragile goods.

  • The shipment is insured for its full retail value.

  • Appropriate protective packaging is used to prevent transit damage.

Customers remain responsible for returned goods until they are safely received by InstyOra.

Damaged or Faulty Products

If your order arrives damaged or develops a fault, please:

  • Inspect the goods immediately upon delivery.

  • Notify us within 48 hours.

  • Provide photographs where possible.

Depending on the circumstances, we may offer a repair, replacement or refund.

Refunds will only be processed after the returned goods have been inspected.

Missing or Incorrect Items

If any items are missing or incorrect, please notify us within 48 hours of delivery.

We will investigate and resolve the issue as quickly as possible.

Installation, Performance & Fault Assessment

InstyOra cannot accept responsibility for issues arising from:

  • Incorrect installation

  • Third-party workmanship

  • Restricted airflow

  • Modifications or alterations

  • Cosmetic damage after installation

  • Electrical installation issues

  • Media wall cracking

  • Environmental conditions

  • Failure to follow manufacturer instructions

Customers are responsible for inspecting and testing products before installation.

Normal operational characteristics—including fan noise, airflow, heat expansion, flame effects, LED lighting, vibrations and operating sounds—may vary between installations and environments and do not automatically indicate a manufacturing fault.

A customer's opinion that a product is noisy, unsuitable or not performing as expected does not automatically confirm a fault.

InstyOra and/or the manufacturer reserve the right to inspect, test and assess any product before accepting a warranty claim, replacement or refund request.

Products found to be operating within normal manufacturer tolerances will not be considered faulty.

InstyOra is not responsible for labour costs, contractor fees, removal costs, reinstallation costs, media wall reconstruction, decorating expenses, accommodation costs or any other associated third-party costs resulting from installation before inspection.

Proof of Return

When returning goods, please:

  • Use a tracked delivery service.

  • Keep your proof of postage.

  • Notify us once your return has been dispatched.

Customers remain responsible for returned goods until they have been safely received and accepted by InstyOra / Manufacturer.

We recommend insuring returned items for their full value.

Orders Cancelled After Dispatch

If an order is cancelled after it has been dispatched, any delivery costs already incurred will be deducted from the refund, even where free delivery was originally offered.

Promotional Pricing

Prices are subject to change without notice.

We cannot offer refunds or price adjustments for purchases made before a promotional offer, discount or sale begins. Promotional pricing only applies during the advertised promotional period.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer service team:

Email: info@instyora.co.uk

This version keeps all of the legal protections from your original policy while improving readability, removing repetition, and making it feel more like the policies used by established UK retailers.