Returns & Refunds

Thank you for shopping at Alfresco Heat

We strive to deliver all orders in safe and secure manner but if by any chance your product arrives damaged, or there is an issue which cannot be resolved with either a full replacement or replacement parts, the item can be returned to Alfresco Heat and we will issue a refund. Further reductions to the refund may be made if the item shows signs of use or damage.If you are not entirely satisfied with your purchase, we are here to help.

Delivery Of Your Product

On delivery of your purchase, please unwrap and check the product before signing the delivery acceptance. 

Alfresco Heat are authorised dealers for multiple manufacturers.

Please see below for each of our Brands

EcoSmart Fire

EcoSmart Fire Warranty Information

Warranty Link

Maze Returns Policy

All of our products carry a 12 month Manufacturer Warranty and this covers the structural frame and defects. Cushions are only covered for manufacturing defects and does not cover wear and tear, or misuse. The glass is not covered after the initial 48 hours following delivery

Maze Extended Warranties
We are pleased to offer extended warranties across the below ranges, with new orders from the following collections benefiting from:

  • Outdoor Fabric  - 7 years

  • Oxford, Winchester and Ascot  - 3 years

  • Marina  - 3 years

  • Pergolas from  - 2 years

*Terms & conditions apply


12 Months Manufacturers Warranty


Lifestyle Appliances

All Lifestyle products are complete with a 12-month warranty as standard.



Gardeco Products are all made to order so cannot be returned unless in the rare occasion there is a fault. Extended warranties are available on certain products, please see description

Alfresco Heat Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to

Please note, the right to cancel policy is only subject to products that have not been used or lit for example a fire and/or burner within the fire. 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

To Return a Product

Please make sure that the product was received by you in the last 14 days.

Send an email to

Your email should have the following information so that we can process a return.

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along to the specified address with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Effects of Cancellation

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Sending A Return Back

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also make sure that any courier shipment is fully insured to the value of the shipment (retail price). Goods must be returned in their original packaging and in such a state that they can be resold without the need for discounting.

Damaged Or Faulty Items Received By You

If you received a damaged or faulty product, please notify us within 24 hours of receipt of the item for assistance.

Sale items

Sale items can be refunded.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By phone: 0333 242 0505