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Thinking of returning an item to us?

Here is what you need to do:

  • Direct Flues must be notified in writing of your intention to return items – before you return any items.
    You must do this within 30 days of your order date.
    Use either our contact email (This email address is being protected from spambots. You need JavaScript enabled to view it.) or our correspondence address.
    Items should arrive at our warehouse NO LATER than 14 days from the date you informed us.
  • Items should be returned unused, in the original manufacturer’s packaging and further protected to prevent damage in transit.
  • Print a copy of the invoice and identify the items you are returning in the [R] column.
    This document contains information we need to generate an appropriate refund. Include this with the returned items.
  • Printout the returns label from the returns information you received with your invoice email.
  • When the items arrive, we will process them and issue the appropriate refund.
returns process

Please note:

  • Unwanted items are returned at your own cost.
  • We reserve the right to reduce the value of any refund should the items be damaged or are returned late to us.
  • The following items are not eligible for return:
    • Flexible flue liners (for solid fuel or gas) – these have been cut to length for your order/s.
    • Any items customised to your specific requirements (e.g. lead slates, powder coated twin wall - except 5 & 6 inch).
    • Items ordered specifically for you by us e.g. multiples of non-stock items.

Download returns process.

This document has been included in your order invoice email