Returns and Refund Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Orders are client specific thus any cancellation of orders after receipt of deposits and thus confirmation of acceptance of quotations cannot be accepted, subject to below:

i. A 15% handling charge will be charged against all returns on condition that the items are in a reusable condition and untainted to management’s discretion, (this applies only if returned within 14 days of date of invoice)

ii. Non-defective goods should be in original packaging

iii. Stoves and Fireboxes can be resold on clients behalf and once sale is completed the client will be refunded in full less 7% administration fee

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Multifire Fireplaces, One Highveld Building, 5 Bellingham St, Highveld, Centurion, 0157, Pretoria, South Africa.

To return your product, you should mail your product to: Multifire Fireplaces, One Highveld Building, 5 Bellingham St, Highveld, Centurion, 0157, Pretoria, South Africa.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.