Internet Sales - Terms and Conditions
1. General
1.1. Fires and fireplaces are significant investments. They also usually require professional installation to achieve compliance with Building Regulations.
1.2. Our website has been designed for initial research from the comfort of your home, and should allow you to appreciate the quality and rich variety of fires and fireplaces on the market. Our website shows what versatile solutions are possible.
1.3. Do call us up and discuss the products, and we will help as much as we can, however, without a physical survey, we cannot accept any liability for the choice or performance of the products purchased, other than those features warranted by the manufacturer.
2. Order Acceptance
2.1. Once we have received an order from you, we will review the details and contact you if necessary to clarify details. We will then send you an order acceptance, with expected lead times. Please allow up 6 weeks for made-to-measure fireplaces, and 2 weeks for stoves and fires.
2.2. We reserve the right to not accept any order submitted and cannot accept orders from outside the UK and Ireland.
2.3. Goods are not supplied on a trial basis.
2.4. Placing an order on our web site does not constitute acceptance of an order. All products (including special offers and promotions) are subject to availability and we do not guarantee to fulfil orders at the prices stated on this site.
3. Payment
3.1. Payment will normally be taken on receipt of order.
3.2. Credit Cards are accepted without surcharge. With both Credit Card and Debit Card orders we will only deliver to the cardholder's billing address, or other address acceptable to the card issuer.
3.3. Personal and business cheques are welcome, but will normally need to be cleared before the goods are shipped. This takes about a week from when we receive the cheque.
3.4. No property or title to the goods passes from us to the customer until the full amount of the value of the goods has been credited to our bank account. However, the customer is responsible for the goods from the time of delivery and liability to insure the goods then rests with the customer.
4. Delivery
4.1. The majority of goods are supplied carriage paid, and will be delivered by 3rd party transport companies; or collect direct from our workshops. If otherwise we will make it clear in our order acceptance.
4.2. All deliveries are made by lorries with tail lift and pallet trucks. The pallet will be delivered to the curb side only. You (the customer) must make arrangements to meet the lorry either at the delivery address or at a convenient point were the lorry can access, unload and turn if needed. You must then make your own arrangements to move the goods from that location (curb side or meeting point) to a place of storage. Delivery location must be safe to unload and on firm and level ground.
4.3. Unless previously agreed, time is not of the essence. We will communicate with you if delivery of the goods is likely to be late. We accept no liability as a result of late delivery of goods supplied.
4.4. The customer's signature will be required at time of receipt and so goods cannot be left without a signature. Please check that there is no damage to the goods and sign the delivery note. If you find damage, do not accept the goods or sign and write damaged on the delivery note. If damage is caused by the transportation of the goods, and the goods are signed for as received in good condition ( or words to that effect), by signing the delivery note you have accepted the good as undamaged. You will not be able to claim for replacement or repairs.
5. Order Cancellation
5.1. You have the right to cancel your purchase at any point from the time of ordering until seven days after delivery. Cancellations must be made in writing (letter or email) after having phoned us to request a cancellation.
5.2. Bespoke orders cannot be returned for refunds unless faulty.
5.3. If we have already shipped your order, you will need to package the items and send them back to us in good condition. If we do not receive the item(s) back from you, we may arrange for collection at your cost. We will refund the relevant part of the purchase price for that order as soon as possible.
5.4. We reserve the right not to accept cancellation of orders or the return of unwanted goods after 7 days. At our discretion, we may be prepared to accept cancellations or returns provided that the returned items are in a fully marketable condition.
6. Complaints
6.1. If you have a complaint regarding our products, a product is faulty / damaged in transit or items ordered are not delivered, please contact us within 3 days of delivery (or expected delivery) by phone, with written follow up in the case of a complaint. We are happy to discuss complaints and together with you we will try to resolve any issues to the satisfaction of both of us.
7. Privacy Policy
7.1 We only record and store data necessary for us to supply goods to you, such as your name, postal address, e-mail address and phone number. This information will only be used for this purpose. We do not share any customer details with any 3rd parties.
7.2 We will communicate with you via e-mail, phone and conventional post. If you have any preferences, add these to the comments section of your order page.
7.3 We do not store any credit card details; these are handled by our payment processing partners.
8. Other
8.1. Free postage and packaging is only applicable to certain UK orders. A small charge may need to be added for deliveries to some remote part of the U.K. (e.g. N Ireland, Highlands, island locations)
8.2. All illustrations and product descriptions featured are for guidance only. Actual packaging and product design may vary from those shown.
8.3. All contact information can be found on the contact page.
8.4. All trademarks are acknowledged; product images are for illustration purposes only.