Refunds & Returns
On standard goods (none custom length burners) that aren’t damaged please contact us to discuss a return or exchange within 15 working days starting on the day after the day on which the goods are received. Any goods returned must be packed in their original packaging. Planika UK may claim refund from the Customer in case of damaged products or goods which have been used and sent without applying reasonable care. We may only offer returns to retail customers.
Please ensure you retain all packaging upon delivery especially our custom made crates for our linear burners as these cannot be protected without the crates.
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.
No refund will be given for bio ethanol or other consumables.
Late or missing refunds
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 email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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 firstname.lastname@example.org. We will then arrange the appropriate collection and replacement.
Please do not return any products to us without first contacting us.
You will be responsible for paying for 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.
If you have any issues with your order please contact email@example.com or call 0203 872 6649 (9am - 6pm).