Perfect. We’ll do them one by one in the exact Shopify order from your screen, starting with Return and refund policy.

I’ll use:

Email: fired.up@outlook.com
Phone: 081 552 2989

And I’ll base the policy on Fired Up Collective, operated by Fire Essentials, registration 2024/546435/07. Your CIPC document lists the registered office as 21 CJ Langenhoven Road, Dormehls Drift, George, Western Cape, 6530. COR21.1 COR21.1

Before you paste this into Shopify, one important legal point: South African consumers retain statutory rights for defective goods. Under section 56 of the Consumer Protection Act, qualifying defective goods may generally be returned within six months, with the consumer choosing repair, replacement or refund where the Act applies. South Africa Government Online transactions can also carry a seven-day cooling-off right under the Electronic Communications and Transactions Act in applicable cases, subject to statutory exceptions including certain customised goods and services already begun with consent. SAFLII

Here is the version I would use:

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Return and Refund Policy

Last updated: 6 October 2026

Fired Up Collective is a trading name operated by Fire Essentials, registration number 2024/546435/07 (“Fired Up Collective”, “we”, “us” or “our”).

We supply fireplaces, braais, flue systems, canopies, accessories and related products, many of which are heavy, specialised, imported, made to order, specifically procured for a customer, or installed as part of a larger project.

We therefore ask customers to read this policy carefully before placing an order.

Nothing in this policy is intended to limit any rights a customer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

1. Change-of-mind returns

Subject to applicable law, standard non-defective goods may be considered for return where:

• the customer contacts us within 7 days of receiving the goods;
• the goods have not been installed, fitted, used, fired, altered, damaged or assembled;
• the goods remain in their original packaging, where reasonably applicable;
• all accessories, components, manuals and packaging are included;
• the goods are in a condition suitable for resale as new; and
• proof of purchase is supplied.

All change-of-mind returns require prior written approval from Fired Up Collective.

Customers should not send goods back to us without first contacting us.

Approved non-defective returns may be subject to a reasonable restocking or handling charge, where permitted by law, taking into account the condition of the goods, packaging, handling costs and other relevant circumstances.

Return transport costs for non-defective goods are generally for the customer's account, except where applicable law provides otherwise.

2. Online cooling-off rights

Where the Electronic Communications and Transactions Act applies, a customer may have the right to cancel an eligible online transaction within 7 days after receiving the goods, without reason or penalty, subject to the exclusions contained in that Act.

Where such a statutory cooling-off right applies, the customer may be responsible for the direct cost of returning the goods.

Certain goods and services may be excluded from the statutory cooling-off right, including, where applicable:

• goods made to a customer's specifications;
• clearly personalised or customised goods;
• goods which by their nature cannot reasonably be returned; and
• services which have already commenced with the customer's consent before expiry of the applicable cooling-off period.

3. Special-order, imported and specifically procured goods

Many fireplaces, braais, flues, accessories and components are ordered from suppliers specifically for a customer's project.

Goods which are:

• specially ordered;
• specifically imported;
• manufactured to specification;
• modified for the customer;
• specially cut or fabricated;
• custom-sized;
• specially finished; or
• otherwise specifically procured for an individual customer's requirements

may not be eligible for ordinary change-of-mind cancellation or return, subject always to applicable consumer law.

Customers will be informed where an item is considered a special-order item where reasonably practicable.

This does not remove a customer's rights where the goods are defective, unsafe or otherwise fail to comply with applicable law.

4. Fireplaces and braais that have been installed

A fireplace, braai, flue component, canopy or accessory that has already been installed, connected, fired, used, modified or incorporated into a building cannot ordinarily be returned merely because the customer has changed their mind.

Installation often involves:

• removal of packaging;
• assembly;
• drilling or cutting;
• connection of flue components;
• sealing;
• roof penetrations;
• fastening to structures;
• commissioning; or
• exposure of the product to heat.

Once this has occurred, the product may no longer be capable of being resold as new.

However, this restriction does not remove any statutory rights the customer may have in relation to defective or unsafe goods or defective services.

5. Flues, canopies and customised components

Flue systems are often configured specifically according to:

• fireplace model;
• ceiling height;
• roof height;
• roof pitch;
• installation position;
• number of bends;
• required clearances; and
• site-specific conditions.

Custom-fabricated canopies, flues, brackets, flashings, trims or other components made, cut or modified specifically for a customer's installation may not be returnable for change-of-mind purposes, subject to applicable law.

Customers are responsible for ensuring that measurements supplied by them are accurate.

Where Fired Up Collective performs measurements as part of an installation service, responsibility will be determined according to the agreed scope of work and applicable law.

6. Incorrect products ordered by the customer

Where a customer orders the wrong:

• model;
• size;
• colour;
• finish;
• flue diameter;
• accessory;
• component; or
• configuration,

we will try to assist with an exchange where reasonably possible.

Any exchange will depend on stock availability and the condition of the returned goods.

Additional transport, handling, supplier or restocking costs may apply where permitted by law.

7. Incorrect goods supplied by Fired Up Collective

If we supply an item different from the product ordered, please contact us as soon as reasonably possible.

Where we have supplied the incorrect product, Fired Up Collective will arrange the appropriate correction at no unreasonable cost to the customer, subject to verification of the order.

Please do not install or use an item if it is clearly not the item ordered.

8. Damaged deliveries

Fireplaces, braais and flue components are heavy products and may be transported using specialised freight services.

Customers should inspect goods as soon as reasonably possible after delivery.

Where visible transport damage is present, we recommend:

• noting the damage on the courier or delivery documentation where possible;
• photographing the packaging before removing it;
• photographing the damaged product clearly; and
• notifying Fired Up Collective promptly.

For practical claims handling, we ask customers to report visible transport damage within 48 hours of delivery where reasonably possible.

Failure to report within 48 hours does not remove any statutory rights the customer may have, but delayed notification may make it more difficult to establish whether damage occurred during transportation.

Customers should retain packaging until a transport-damage claim has been assessed.

9. Defective goods and statutory warranty

Our products remain subject to all warranties and rights provided by South African law.

Where the Consumer Protection Act applies, goods must be reasonably suitable for their intended purpose, of good quality, in good working order and free of material defects.

If qualifying goods fail to meet these requirements within the statutory period, customers may have the right to return the goods and elect a repair, replacement or refund, as provided by law.

The statutory rights are in addition to any applicable manufacturer or supplier warranty.

10. Manufacturer warranties

Many products sold by Fired Up Collective carry warranties supplied by the manufacturer or importer.

Warranty periods and conditions vary by manufacturer and product.

Where appropriate, Fired Up Collective may assist the customer in submitting a warranty claim to the relevant manufacturer, importer or supplier.

Manufacturer warranties generally do not cover matters such as:

• misuse or abuse;
• incorrect fuel;
• over-firing;
• unauthorised modification;
• failure to follow operating instructions;
• incorrect installation by an unauthorised third party;
• normal wear and tear; or
• damage caused by external conditions,

subject always to applicable law and the particular manufacturer's warranty.

11. Installation-related defects

A product issue and an installation workmanship issue are not always the same thing.

If Fired Up Collective installed the product and the customer believes the problem relates to our workmanship, the customer should contact us so that we can inspect the installation.

Where the issue is confirmed to arise from installation workmanship falling within our responsibility, we will address the matter in accordance with the installation agreement, our workmanship warranty and applicable law.

Separate Installation Terms and Conditions will apply to installation services.

12. Third-party installations

Where a product supplied by Fired Up Collective is installed by another contractor, installer or customer, Fired Up Collective is not responsible for that third party's workmanship.

This does not affect any rights the customer may have concerning the product itself.

Warranty claims may require confirmation that the product was installed in accordance with:

• manufacturer's instructions;
• applicable building requirements;
• required clearances; and
• relevant safety standards.

13. Deposits and cancelled orders

Customers may cancel certain orders subject to applicable law.

Where permitted, Fired Up Collective may charge a reasonable cancellation fee based on factors including:

• whether the product has already been ordered from our supplier;
• whether freight or import costs have already been incurred;
• whether fabrication has commenced;
• whether the product was specifically procured for the customer;
• the amount of notice provided;
• costs already reasonably incurred; and
• our ability to resell the item.

Special-order goods may be treated differently where permitted by law.

We will not impose a cancellation charge where doing so would be prohibited by applicable consumer law. The CPA permits reasonable cancellation charges for qualifying advance orders, while special-order goods can fall outside that particular cancellation right. South Africa Government

14. Refund method

Approved refunds will ordinarily be made using the original payment method where reasonably possible.

Refund processing times may vary depending on:

• the payment provider;
• bank processing times;
• inspection of returned goods;
• courier return times; and
• manufacturer or supplier warranty processes.

Any statutory refund will be processed within the period required by applicable law.

15. Return transport

Please contact Fired Up Collective before arranging transport of a fireplace, braai or other heavy product.

These products may require:

• palletised freight;
• specialist handling;
• collection vehicles;
• additional packaging; or
• transport insurance.

Unauthorised returns sent without adequate packaging may be refused where legally permissible or may expose the product to additional damage.

16. Condition assessment

Returned goods may be inspected before a return or refund is finalised.

The assessment may consider:

• whether the product has been used or installed;
• damage;
• missing components;
• condition of packaging;
• modification or alteration;
• signs of firing or heat exposure; and
• the reason for return.

Nothing in this section limits any statutory remedy available for genuinely defective goods.

17. Refund exclusions

Subject to applicable law, we may decline a change-of-mind refund for:

• installed goods;
• used or fired fireplaces or braais;
• specially ordered goods;
• customised or fabricated products;
• cut flues or modified components;
• products damaged after delivery;
• products altered by the customer or a third party; or
• items no longer in a reasonably resalable condition.

These exclusions do not apply where doing so would unlawfully limit a customer's statutory rights.

18. How to request a return, refund or exchange

Please contact us before returning any goods.

Fired Up Collective
Operated by Fire Essentials
Registration number: 2024/546435/07

Email: fired.up@outlook.com
Telephone: 081 552 2989

Please provide, where applicable:

• your name;
• order or invoice number;
• product details;
• reason for the return;
• photographs of the product;
• photographs of any damage;
• photographs of the packaging; and
• any other information reasonably required to assess the request.

We will then provide instructions for the next steps.

19. Consumer rights

Nothing in this policy excludes, restricts or replaces any mandatory rights or remedies available to a consumer under South African law.

Where any provision of this policy conflicts with mandatory consumer legislation, the applicable legislation will prevail.