Customer Services

Customer Services

  1. Do you have showrooms?

    We do not currently have a showroom for our products and this is one of the reasons we are able to keep our prices so competitive. However, you can be extremely confident in the quality of our products, since we supply to a number of the biggest retailers on the high street.

    Indeed, we are so confident that you will love our range that we will happily take back and refund you for any imagin biofire that you are not entirely satisfied with, within 10 days of receipt.  We only take a small charge to cover the cost of returning the bioethanol fire to us. This varies from item to item, but is typically around £15. Note, that there is currently no delivery charge for most of our products (for weekday deliveries).

  2. What are your opening hours?

    We're always pleased to receive phone calls to discuss any questions or assist with phone orders.  We're usually open during the following times:

    Summer Hours (June to end July) :

    Monday to Friday 10am to 4pm.

    All Other times:

    Monday to Friday 9am to 5pm.

     

    Our contact number is 0204 5018144

    You can also email us at [email protected] (please allow up to 72 hours for a reply during summer hours).   

  3. Where can I view your bioethanol fires?

    Unfortunately, we do not have any retail premises where you can view our bioethanol fireplaces. However, you can be extremely confident in the quality of our products, since we supply to a number of the biggest retailers on the high street.  Indeed, we are so confident that you will love our range that we will happily take back and refund you for any imagin biofire that you are not entirely satisfied with, within 10 days of receipt as long as it is unused and in its original packaging. We only take a small charge to cover the cost of returning the bioethanol fire to us. This varies from item to item, but is typically around £15.

  4. I have a query about my Paypal Credit agreement

    The option to pay for your order with PayPal Credit is managed entirely by PayPal Credit, a trading name of PayPay (Europe) . We do not hold any information regarding the credit agreement between you and PayPal and so unfortunately are unable to assist with any queries regarding payments etc. If you have a question relating to your credit agreement, kind contact PayPal Credit directly using the contact details on your credit agrement. 

  5. What if I change my mind ?

    We all do from time to time....so its easy with imaginfires.co.uk. If you've received a bioethanol fireplace that you've changed your mind about for any reason, and it is within 14 days of receiving the item, its unused, and in all original packaging, we will of course accept it back. We will simply make an administration and collection charge of £14.99, which we deduct from any remaining balance due to you. The refund usually occurs within 3 days of receiving the item back at our warehouse.  (For deliveries made to Northern Ireland, Eire, UK Islands or the Borders, this administration and collection charge may be higher. Contact us for full details).

    KINDLY ALWAYS INCLUDE YOUR ORDER NUMBER IF YOU CONTACT US FOR ANY REASON.  IT WILL GREATLY HELP US FIND AND MANAGE YOUR ORDER.  



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