Why Buy From Us?

Impact of delays at Ports and Couriers: 

Despite delays caused by backlogs at Ports, combined with staff shortages at some couriers due to Coronavirus, we are pleased to say we're now making considerable progress with backorders. However, we are very aware that a very small amount of orders are being temporarily delayed by being held in delivery depots. This is mainly due to recent courier changes of policy to temporarily reduce deliveries in some tier 4 regions. We understand this will be frustrating to the few customers that are effected, but would like to remind you that when your order does get delivered you still have the option to return or decline it, and request a full refund.  We offer you a full apology for any inconvenience caused and you can be assured we will be doing our very best to return to a normal level of service very soon.  

For any new orders, the estimated week of delivery for each item is stated on the product page.  For existing orders, we are doing all we can to deliver as originally planned, and working with the couriers to get updated delivery dates.  We sincerely apologise for any inconvenience caused and thank you for your understanding at this time. 

The following link from the BBC has more information on the situation at Felixstowe:

BBC NEWS: Felixstowe port delays


Imaginfires only sell Bioethanol Fireplaces and are trusted by many UK retailers to supply biofires to their customers. We take great pride in delivering thousands of biofires all over the UK and Europe (and occasionally further...including the USA, Canada and even Hong Kong!).  We're proud to have received many hundreds of great bioethanol fires reviews from customers and have recently joined the respected Trustpilot review scheme from which we continue to receive great feedback and reviews. We understand that you may have many questions before or after purchasing a biofire from us, and we're always delighted to talk with you. Call us on 01443 203994 or email at [email protected]fires.co.uk. (Most of our staff are remote working 9am to 4pm Monday to Friday). We also have an FAQ section here that should answer many of your product questions. Here are 4 more reasons why we believe you will be delighted that you purchased your bioethanol fireplace from imaginfires.co.uk.  

To enable our couriers to contact you to arrange delivery, it is very important that you have supplied us with an email address or a mobile phone number (which would have been requested when you placed your order). On the evening before your delivery, you will usually receive a text or email message from one of our couriers, (UK Mail, DPD or APC) This message will confirm that delivery is planned for the following day. On the morning of the delivery you will receive a further message notifying you of a planned 1 hour delivery slot. In the event that you are then not available during this attempted delivery, the courier should leave a contact card for you to re-arrange an alternative time. Please note that at this unusually busy time of the year for couriers, some customers with several items may experience 'split deliveries'. Where this occurs, the balance of the order is usually delivered within 48 hours. Please only contact us about a split delivery if your items has not arrived by then.  We really appreciate your help and understanding at this unprecented time.  
UK Mail Text Message 1                
Example of UK Mail Text Message

Secure Payment    

We work closely with the experts of payment systems at Paypal. So regardless of how you choose to pay (we accept Visa, Maestro, Mastercard, American Express and Paypal), your payment is guaranteed safe. For full peace of mind about how you are covered when using Paypal, please click here  Paypal's Buyer & Seller Protection (a new window will open).   

Visa Logo Mastercard Image Maestro Logo Paypal Logo


Price Match Guarantee

The imaginfires Price Match Guarantee applies to all bioethanol fireplaces that are sold under the 'Imagin' brand. If you can find our bioethanol fires at a lower retail price on other websites, or at any of the many high street retailers we supply, then we guarantee to beat that price by £10 if you order the same product, with the same specification, from our website (www.imaginfires.co.uk) This price match guarantee applies when you notify us before purchase. Not valid for any products or prices that are brought to our attention after your purchase. Not valid for bioethanol fuel, accessories or any products other than bioethanol fireplaces that are sold under the imagin brand on other e-commerce sites. Products must be identical in colour, material and specification. All delivery charges must also be considered when comparing price. The price match guarantee may be withdrawn at any time at the discretion of Tivolli Ltd. Any products purchased under the Price Match Guarantee and returned to us under the Distance Selling Regulations will be refunded at the price paid. Should you have any further questions, please contact us at [email protected] 

Product Warranty

We want you to be delighted with your imaginfires bioethanol fireplace, so we offer a 12 months warranty on all our bioethanol fireplaces. If any of our bioethanol fires develop faults that are clearly caused by a manufacturing or production issue, and occur within 12 months of delivery of the Goods, we will gladly offer you a refund or replacement (if available) for up to 12 months from date of delivery. Please just send us an email at [email protected] detailing the fault. Please check your fireplace for minor scratches or dents before fitting it to the wall. We can not be held liable for any scratches or dents once fitted to the wall.  It would greatly help if you could also attach a picture of any problem. We will then get back to you within 72 hours to request the return of the item. Once received back in our warehouse, please then allow us a further 72 hours to examine the product.  We will then contact you to arrange a refund or replacement item (as preferred by you, and assuming that the same product is available, or an alternative product at the current value).


Our aim is to ensure that every single one of our customers receives a high quality service and product. If you are not totally satisfied with your purchase, as long as it is in its original packaging and unused , and you notify us within 14 days of receiving the item, we will collect the order at your convenience. When we receive it back at our warehouse we will refund your purchase cost minus a small £14.99 charge for collection and restocking. For any questions about the products, please do not hesitate to contact us. For full details of our terms and conditions about bioethanol fires that are damaged in transit or if you change your mind, please see our terms and conditions sections 12 and 13 on our terms and conditions page






Back To Top