Refund policy

Please choose carefully. Our fireplaces are made or configured to your order, so we do not offer refunds if you simply change your mind.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other New Zealand consumer law.

Faulty or damaged goods

If your fireplace arrives damaged or develops a fault, contact us as soon as possible at info@nakedflamefires.co.nz or 0800 468 836 with your order number, a description of the problem and photos. We will assess it and, where the law requires, arrange a repair, replacement or refund.

We may need to inspect the product, or have it returned, before we can provide a remedy.

What is not a fault

Damage caused after delivery by incorrect handling, storage, installation, misuse, modification or not following the manufacturer's instructions is not a manufacturing fault. Small marks and variations in handcrafted finishes, such as corten patina and brushed grain, are part of the product.

Approved returns

Where we agree to a return, the product must come back in its original condition and packaging unless we agree otherwise. It remains your responsibility until we receive it, so use a tracked and insured freight service.

How refunds are paid

Approved refunds go back to your original payment method. Delivery, handling, installation and other third-party costs are not refunded unless the law requires it.