1.Supply of Goods
To purchase goods and services over the phone or in person in our showroom, you must be at least 18 years of age and live on the UK mainland. We reserve the right to refuse the supply of goods and services at its discretion or to deliver to any particular postcodes and all goods supplied are to be installed by competent, suitably qualified experienced individuals in accordance with the manufacturers requirements and all applicable statutory legislation and guidelines.
To order goods over the phone or through our showroom, you must be at least 18 years of age and can accept delivery to your billing address.
We accept all major credit and debit cards including Visa (credit/delta/electron), Maestro, Solo and MasterCard.
A billing address and telephone number will be required when placing an order; this must match with what your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received.
All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund all monies paid for these goods previously. We will not be responsible for compensating you for any losses you may suffer if we do not supply the goods.
These Terms and Conditions apply to all transactions, whether ordering by telephone or in our showroom. Placing an order indicates your acceptance of these terms and conditions in full. Should any changes to these Terms and Conditions be made they will take effect on the date they are entered onto the site (see date below) without prior notice given to you.
Placing an order and/or the signing of the order sheet or email confirmation means an acceptance of the conditions set out below for your order placed.
3.Offer and Acceptance
A creation of a legally binding contract between ourselves and you will take place once your order has been processed and the order status has been confirmed as Order Placed. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person, by e-mail or telephone). We reserve the right to refuse the supply of goods ordered online or over phone or in our factory showroom at our discretion or to deliver to particular postcodes.
All prices indicated are in pound sterling. Total price payable will be stipulated at time when you place your order. However, occasionally we may have to make adjustments to a products price if the incorrect price of a product was originally included. If this did occur you would be informed of the correct price and allowed to cancel the order with a refund of all monies previously paid for that purchase If after purchasing an item it is later offered at a reduced price for whatever reason a refund shall not be given.
5.Returns and Cancellations
If you decide to cancel your order before we deliver or If you are not totally satisfied with your goods when you have received them, you have the right to cancel / return your order as long as you cancel / return the product to us within 14 days of receipt of the product. Before cancelling or returning the product, you must email us stating you want to cancel / return the product you have purchased and include your name, invoice number and the name of all products you wish to cancel / return and we will email you a Returns Material Authorisation Number (RMA). The RMA must be marked clearly on the package by you before it is returned to us, otherwise product return will be refused. You will receive a refund provided that you return the goods delivered back to us as they were sold in new, unused and complete condition in their unopened original packaging with all components and accessories. Once Installation has commenced your goods cannot be returned unless for the reasons stated in section 12 below were we have provided an installtion service for you. (vi) Refunds will be made in accordance with the section below.
If you wish to return an unwanted item, you will be subject to organising and paying the delivery to return the item back to us. You must ensure you use an insured delivery service to return any items, as we will not be liable for any damage caused by the courier on the return journey.
When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you. If we receive an item that either is not in the condition we sent it or has missing components we shall charge you the cost to cover these items.
Refunds for cancelled orders and returned goods will be completed by the same method of payment you used, within 30 days of receiving the product back or date your order was cancelled. However deductions will be carried out for all delivery charges that may have been charged by us for this product. We will also deduct a cancellation, administration and restocking charge of 50% percent of the total amount (including any delivery, installation, or survey costs) you paid us for the item you are returning or order you are cancelling.
If you notice any sign of damage when you receive your boxed product please mark the delivery note as "damaged" at the time of signing and leave the product in its damaged packaging and email us informing of this problem within 24 hours.
(i)Any damage you notice to the actual product when the box has been opened should be reported by email to us within 2 days of receiving the goods. (ii) Once you have contacted us by email, and we have confirmed receipt of this email then have the item returned to us within 7 working days of receiving the item. All items must be returned in original packaging. Please ensure you have used an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. (iii) Items returned within 7 working days of receipt, will of course be repaired / replaced free of charge as soon as possible. (iv) However not doing all of the above will nullify any claim you may have, and we will refuse any liability for damage after 7 days have elapsed.
If goods are returned to us and are found not to be damaged we will deduct any delivery costs made by us and charge a 10% fee for Labour and any redelivery costs to send the goods back to you.
(i) All goods should be checked and inspected within 7 days of delivery. If your product is faulty contact us by email within this time period. (ii) Once we have confirmed receipt of this email, have the item returned to us. Please ensure the product is returned with all its manuals, accessories and other components and it is in its original packaging. Also use an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. (iii) If we receive the product and the product is faulty, we will normally replace the item and refund you the cost for having the product delivered to us after we have received your invoice for this service.
All items carry a minimum twelve month parts and labour Guarantee or Warranty issued by the manufacturer, which starts on purchase date. Some products carry extended warranty's after the initial twelve months, these are provided by the manufacturer and the manufacturers requirements need to be adhered to in order to obtain these extended warranties and for them to remain valid.
If a fault is found after 7 days of delivery of the product please check the manufactures instructions, as these often have a self help section.
If the product still appears to be faulty and it is within the Guarantee/Warranty time limit, then please contact the manufacturer directly. You will find their contact details in the product instructions and/or on the packaging.
8.Delivery and Installation
We quote 7 to 21 working days (not including Saturdays, Sundays or public holidays) for delivery and installation unless otherwise stated on your order. However delays of delivery and installation of goods are sometimes outside of our control. As such, delivery and installation cannot be guaranteed and any dates we specify for the delivery and installation of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery and installation of the goods. If we or our suppliers are temporarily out of stock or the item ordered is a special order, we will notify you of this position and you should allow up to 30 days for dispatch of the goods.
We will only deliver goods to the billing address on the order. All orders to Mainland U.K. will be sent via road delivery.
Our delivery covers ground floor one or two man delivery unless otherwise stated. However if you have any special requests for delivery i.e. live in a flat, please make us aware of this before you purchase your item as we shall endeavour to arrange a special delivery for you. However this may come with an additional charge.
If you are unable to accept delivery and installation on the day we have agreed, please notify us ASAP (at the very least 72 hours ahead of the planned delivery/installation day). If you do not notify us within this time and we were unable to deliver/install the goods to your home on the day that we agreed and scheduled, we reserve the right to charge an additional delivery/installation fee.
9.Product Images and Specifications
Images on our website or on any of our brochures or litterature do not show the actual size and colourings of the items. All sizes and measurements supplied are approximate and subject to tolerances, but we do try to make sure that they are as accurate as possible. However in the unlikely event the is an error either within descriptions, specifications, dimension sizes, photo imagery are communicated via telephone, email or in person; We cannot guarantee the reliability or accuracy of the information communicated. Sometimes our product specifications may change, in which case we will do our best to offer you a substitute of the same or better quality at the same price.
We do not install all fires/fireplaces/stoves ourselves but if you wish are able to arrange for your purchase to be fitted by a fully qualified and Gas Safe or HETAS Registered Engineer, but would point out that you are not obliged to use the Engineers we recommend. You are fully at liberty to engage your own Engineer. It should be noted that these Engineers work on a self employed basis and are not our employees. The contract for fitting (although organised by us on your behalf) is between you the customer and the Engineer even in the event that we pay the Engineer for the customer’s installation. Any problems or concerns regarding the installation should be taken up with the Engineer before he leaves your premises and not with us.
WARNING - It is illegal for an unregistered person to install gas appliances – It is a legal requirement for them to be Gas Safe Registered.
Whilst we endeavour to stick to installation dates provided to customers, for reasons beyond our control we reserve the right to change any installation dates provided without prior consent from the customer and should an installation over run into further days or have to be rescheduled or is delayed we shall not be liable for any costs incurred by the customer as a result of these changes. If Asbestos is discovered or suspected we are not responsible for any costs associated with testing or its removal. This will need a licensed contractor to undertake this. If Items are delivered incorrectly by us to the customer, for example trims, frets or fuel beds it may take up to 28 days to be exchanged or longer subject to availability.
When we arrive at your property, or any work is commenced or your existing fire/fireplace is removed, it may become apparent that your purchase may be unsuitable and/or additional work may be required. We will offer you an alternative product (if available) and/or price for the additional work and the customer will be refunded the difference if any or pay extra whichever is applicable. If the customer does not want to proceed with the alternative product or pay for the additional work they are entitled to cancel in accordance with the cancellation policy below and either us or the Engineer arranged by us on behalf of the customer are not responsible for refitting any removed items or to make good only to make safe. If a customer does not allow the installation to commence or complete or refuses to take delivery of their goods then a return visit charge will need to be applied.
Includes fitting a fire/fireplace into a pre prepared area with all gas and power supplies in situ within the immediate vicinity of the point of installation with nothing to remove. It does not include any weekend or out of hours work, chimney/flue work or sweeping, gas pipe runs,electric extension leads or any other work unless otherwise stated on the customer’s order sheet.
We strongly recommend that all flues & chimneys be swept prior to installation. The fitter can only confirm once installation has begun if a sweep is required and this cost is to be paid by the customer to the fitter unless otherwise stated on the customer’s order sheet. Ourselves or engineers arranged by us on behalf of the customer cannot be held responsible for existing faulty flues, chimney stacks or pots and cowls prior to or after installation. Where an open pot with no cowl has been fitted, ourselves or Engineers arranged by us on behalf of the customer cannot be held responsible for any damage to carpets or fires/fireplaces resulting from soot loosened by rain, hail or snow. In the event that a fire fails to operate correctly due to any deficiency in the flue or chimney or cowl then ourselves or Engineers arranged by us on behalf of the customer may accept to rectify the problem at the customer’s expense.
16.Marble/Stone/Granite Fireplaces, Slips, Mirrors, Furniture, Accessories.
These are a product of nature and irregularities vary immensely, no two pieces of marble, stone or granite are the same colour or shade, Grain markings vary, most marble, stone and granite products have natural fissures, craters, fossils and markings, and open-grains can be mistaken for cracks. Marble, stone and granite is sold subject to natural defects, filling and polishing (both before and after installation). Any sizes discussed, displayed, stated or indicated on drawings or websites are subject to reasonable change arising through manufacturing tolerances and installation requirements and reasonable amendments to the design and sizes maybe required as we see fit.
a) Please make sure that there is clear ready access to your gas meter, and loft space otherwise engineers will not be able to test for gas escapes.
b)Customers must ensure that the room is cleared, all carpets are rolled back and all electrical equipment is disconnected and furniture and ornaments are covered prior to fitting, as no responsibility will be accepted for damage. Ourselves or Engineers arranged by us on behalf of the customer may deem it necessary to charge the customer additional monies if furniture/carpets etc are left for them to remove.
c)We strongly advise the customer to witness the gas soundness test and flue flow tests that are carried out prior to installation of any fireplace. The existing gas pipe work and flue system are the responsibility of the customer and not ourselves.
d)Ourselves or Engineers arranged by us on behalf of the customer cannot be held responsible for any damage that may occur to the customer’s existing fireplace, fire, furnishings, furniture, floor coverings, decor, plaster, skirting board or any part of their property during delivery or installation.
e)Ourselves or Engineers arranged by us on behalf of the customer will not carry out electrical works, refit skirting boards, coving, carpets, laminate/wood flooring, redecorate or re-plaster as these are specialist skills. Limited plaster patching may be undertaken, if stated on you order, on any new blockwork installed by the Engineer but Ourselves or Engineers arranged by us on behalf of the customer are not responsible for any differences of finish from this to existing plaster.
f)Any scaffolding or specialist access equipment, if required, is to be supplied by the customer.
g)Whilst ourselves or engineers or others arranged on behalf of the customer will utilise extreme care we cannot be held responsible for any damage to roof tiles, guttering and associated items whilst accessing customer’s roofs to carry out chimney works. We also cannot undertake any work if Asbestos is discovered.
Debris will not be removed from the installation as a special licence is required for this.
We offer a service in accordance with these regulations; please ask in store for details.
We hold data to primarily validate delivery details and manufacturer warranties and for service and maintenance requirements. Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. In order to prevent unauthorised access to the data, which you have provided to us, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators, service partners and auditors may require us to disclose some or all of the information for legal, regulatory, warranty or servicing purposes.
21.Warranty / Guarantees / Manufacturers Data and Servicing on Gas Appliances
All gas appliances must be installed by a Gas Safe Registered Engineer and serviced by them at least once every 12 months as advised by the Manufacture, Health & Safety Executive and Gas Safe, in the case of products with manufacturers extended warranties it is a stipulation of the terms or the warranty. All goods carry a minimum 12 months warranty (except showroom displays which are 3 months) except batteries and other consumables. We require a copy of the gas safety certificate issued on the day, or last service documentation by the Gas Safe registered Engineer before we proceed with a warranty claim. All extended warranties beyond 12 months from the installation date are provided by the Manufacturer (not ourselves) subject to the customer adhering to the Manufacturers terms and conditions and the customer is to deal directly with the Manufacturer on all extended warranty claims. We are not responsible for any data that the manufacturer produces or states in any publications or any errors. In the unlikely event that any fire, stove, surround or fireplace has to be removed and refitted at any time under the guarantee or otherwise, we will not be responsible for any redecoration or damage to wallpaper etc. In the event that a Customer calls out ourselves or an Engineer arranged by us on behalf of the customer to inspect a suspected fault and no fault is found on inspection the customer will be liable to pay a minimum £75 call out charge.
WARNING – If a customer arranges a service on their gas fire or stove and the Gas Safe Registered Engineers does not service it in accordance with Gas Safe and the requirements of the Manufactures Instructions and Service Guidelines this will render your warranty void and may be potentially dangerous.
A payment of 50% deposit is required upon signing this order form and or placing the order and the outstanding balance is due prior to delivery. All deposits are non refundable and all orders irrevocable unless agreed by ourselves. Some products require paymnet in full upon placing your order, this will be stated on your order sheet. We retain full title and right of ownership of any and all goods supplied until such time as payment is received in full.
23.Methods of Payment
Cash, Building Society Cheque, Bankers Draft, Visa, MasterCard and Switch are accepted. We also accept direct bank transfer via on- line banking.
24.Cancellation Policy and Charge
A minimum of 50% cancellation charge will apply to orders cancelled by customers, this is at the management’s discretion. All cancellation requests are to be made in writing by the customer. Any refunds agreed to be made to the customer will be completed within 28 days. We reserve the right to cancel a customer’s order and issue a full refund at any time.
Refunds are at the Managers discretion. Should customers cancel their order any refunds due will be made via the same means as the original payment.
We will accept no responsibility for damage caused by careless handling or storage after we have delivered the goods and they have been signed for.
27.Complaints and Dispute
Please address all complaints in writing for the attention of The Manager. Any dispute arising from this contract shall be deemed to fall within the jurisdiction of the county court or the high court and will be dealt with in accordance with the Sales of Goods Service Act..
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