Terms & Conditions

Please ensure that you have read the terms and conditions before ordering.

 If anything is unclear, please contact us at enquiries@thefireplacecompany.co.uk or ring the showroom on 01524 847398.


DELIVERY

  • Delivery to most of mainland UK is included in the price. Some areas may be subject to a delivery charge, for example some areas of Northern Scotland,  Wales and Cornwall. We will advise of any charges before proceeding with the order. Charges are variable depending on which product you are purchasing.

 

  • Delivery is Monday to Friday and can occassionally be arranged outside of work hours if necessary.We deliver orders using our own delivery vans except in exceptional circumstances. When we have to use a carrier, we only use tried and trusted companies.

 

  • We can give you an idea regarding a delivery time when goods are ordered. We will then contact you to confirm a definite day and time for delivery so that you don’t have to wait in all day. If we are going to be late due to unforseen circumstances, we will try to contact you. We cannot be held responsible for installation charges or compensation for time taken off work. We would advise that installers are booked after receiving the goods.

 

  • Delivery time from ordering varies from next day to up to 15 working days. If the goods are out of stock with us and the suppliers we will advise you of this and give you an estimated delivery time.

 

  • All products are subject to availability at time or ordering. We deliver our goods with one man, a tail lift on the van and a sack trolley. We consider the product delivered when it is on your property. Our driver will gladly help you to get the products in to your property if required. For very heavy items, you must ensure that there is sufficient manpower to help.

 

  • All orders must be checked within 24 hours of delivery. We cannot be liable for any damage after this time.

RETURNS

  • Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC), which protect you by providing a 7 working day 'cooling off' period the day after the product has been delivered. You have the option to cancel an order between the time of placing it and 7 working days after delivery. This does not apply to bespoke orders that have been specially ordered for you. Cancellations must be in writing by post or by email.

 

  • You have the right to receive a refund within 30 days of cancellation. You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging. The goods must not have been fitted, installed or used in any way. The goods must be unmarked and free from blemishes of any kind. You must return goods at your own cost and we advise that you insure them against damage in transit.

 

  • Goods specially ordered or made to measure cannot be returned.

 

  • After the 7 day cooling off period a 20% plus vat restocking charge is payable on all returned orders. Wrongly ordered goods must be returned by your own means. We can only take back stock items not goods ordered in specially for you.

 

  • The goods must be in the original packaging and unmarked. If they are not in this condition a full refund will not be given and the refund will be assessed on the new re-sale value of the product.

  • If a product is found to be faulty, we will replace it free of charge or we will arrange for a manufacturers service call if preferred.


PAYMENT TERMS

  • We accept Visa, MasterCard, Electron, Solo, JCB, Switch, Connect and Delta cards. We do not accept American Express.

  • Your online payments are protected by a 128bit SSL ( Secure Socket Layer ) encrypted connection.

  • Card details can also be taken over the phone with orders if preferred, please ring the showroom on 01524 847398.

  • Cheque payments are acceptable but will need to clear before delivery.

  • Orders cannot be supplied until payment is received in full.


GUARANTEES

  • All our products are covered by a manufacturers guarantee.

  • Guarantees do not cover misuse, neglect or accidental damage.

  • If a problem develops after installation, we would initially advise you to recall the installer to ensure that the appliance has been installed correctly. Please refer to the manufacturers handbook for troubleshooting advice.

  • If the fault is found to be with the product then please call the showroom on 01524 847398 and we will arrange a service call-out or replacement for you.

  • All gas appliances must be installed by a registered gas engineer.

PRIVACY NOTICE

  • We are committed to protecting your privacy.

  • Your personal and payment details are protected with a strongly encrypted 128 bit SSL (Secure Socket Layer)

  • We will not pass your details on to any third parties.

  • We will not collect data about you when you visit the website.

  • We have links to manufacturers websites but cannot be held responsible for the privacy practices of these sites.

  • If you have any comments or questions regarding our privacy policy, please contact us at enquiries@thefireplacecompany.co.uk