Nexus offers a 14-day money back guarantee on all of our products. That means if you're not 100% happy with the quality of the items you receive, you can return them straight back to us. Exceptions are special order items or items which have been personalized for you.

*Please notify us within 14 days of your delivery date if you wish to return any of your items by email to [email protected] On receipt of your email, we will advise the steps to follow. To qualify, all we ask is that the goods are returned by you are:

• Unused
• Uninstalled
• In the same condition as you received them
• In the original packaging

Providing ALL of the above has been met, your refund will be issued upon receipt of your returned item(s) to our warehouse.

* Special Order or Personalized Items Excluded

We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:

Products which have been personalised for you.

Where a product has been specially ordered for you, unless faulty, we are unable torefund or offer an exchange. This includes all gas fires, gas stoves, gas wall heaters, wood burning stoves and wood and multifuel burning stoves, which are all made to order, as well as all fires made by the manufacturers Flamerite and Evonic. In exceptional circumstances we may be able to accept return of these items with refund less deduction for restocking of 35% plus carriage to the distributor or manufacturer.