Terms & Conditions

Website Terms & Conditions

This website, www.thefireplacecompany.co.uk, is operated by The Fireplace Company Morecambe Ltd (‘we’ or ‘us’). These terms and conditions apply to all transactions on this site, whether you are ordering on-line or by telephone. Please read them carefully. They do not affect your statutory rights. Using this site indicates your acceptance of these terms and conditions. Placing an order indicates your acceptance and the terms listed are subject to change at any time.

1. Customer Sales

1.1 Product information is offered in good faith but should only be regarded as a guide. Confirm any details before making any purchasing or contractual arrangements. We make every effort to provide accurate information, but errors and omissions are possible. Dimensions and other specifications given on this site are mostly as provided by the manufacturer and may be approximate.
1.2 When a website order is placed with us you will receive an email with the details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.
1.3 All telephone orders will be acknowledged verbally at the time of order, an electronic invoice will be sent via email to confirm the order.
1.4 A VAT invoice will only be issued upon request. If you need a VAT invoice, please get in touch with us.
1.5 The availability of all products and services is subject to change and may be withdrawn at our discretion. If we are unable to provide the goods for any reason, you will not be billed for them, and any payments made will be refunded. However, we cannot accept liability for any additional losses you might incur due to non-supply of goods.

2. Delivery

2.1 Free standard delivery is available for the majority of orders to the mainland UK, except certain Highland postcodes, that incur a subsidised charge.
2.2 All pallet deliveries are kerbside only, please arrange adequate means to take your order into your home. Under normal circumstances this may take two people.
2.3 Dispatch for delivery normally takes up to two weeks, depending on availability. It can take up to several months in some instances, if the lead time is longer than two weeks you will be informed by email of the estimated lead time for your goods.
2.4Delivery is Monday to Friday but can be arranged for Saturday at an extra charge.
2.5 Stoves & Fireplaces are very heavy. We suggest you have at least one other person with you to assist.
2.6 We must advise that you check the goods while the driver is still there, if you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note. If goods are damaged please contact our Customer Service team within 24 hours of delivery, quoting your Order Reference and we will ensure replacement parts are sent out immediately. If more than 24 hours have passed since you received your delivery then we cannot be liable for any damage after this time.
2.7 If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.
2.8 If you cancel an order after it has been dispatched, we regret that you will be charged for the return delivery costs, even if the products have not reached your address.
2.9 If you are paying by Debit Card, Credit Card or PayPal, goods can only be delivered to the address at which your card or delivery address is registered. Variations may apply, but please ask for details. For security reasons, we may on occasions contact you for identity clarification.
2.10 We will not be responsible for compensating you for any losses you may suffer due to incorrect items sent, damaged items once installation has commenced. All goods must be thoroughly checked by a responsible person within a reasonable time after delivery and it is deemed that you have accepted all goods once installation has commenced.
2.11 It is your responsibility to ensure that we can deliver to your address. We are not responsible for any failure to deliver to addresses that cannot be accessed.
2.12 In the event that there is no one available to receive the scheduled delivery or if a delivery is declined for reasons other than damage or incorrect items, an extra handling fee will be applied for arranging re-delivery.

3. Collections

3.1 Orders placed on this site can be collected once notification has been given that the goods are in stock.
3.2 All collections from our warehouse must be checked over for damage before leaving our premises.

4. Installations (if applicable)

4.1 thefireplacecompany.co.uk does not provide a fitting service.
4.2 It is your responsibility to choose a product which suits your needs. Once we have delivered your product, you are responsible for storage and installation.
4.3 It is your responsibility to ensure that products are installed correctly and in compliance with current Building Regulations and the I.E.E (Institute of Electrical Engineers) Wiring Regulations, Gas Safe Regulations and HETAS Regulations. Contact the Building Control Officer of your Local Authority to find out how these regulations apply to you.
4.4 All measurements are estimates only and should not be used to undertake any building work, please refer to the instruction manual for installation instructions.
4.5 We strongly recommend that you do not book fitters for your appliances until you have received and inspected your goods. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
4.6 We are not liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed.
4.7 If a delivery is delayed in any way and you have to rebook an installer then we are not liable for any extra charges that the installer may charge you.
4.8 Most fireplaces, fire surrounds, back panels, hearths and inserts are not supplied with manufacturers fitting instructions. The fitting of a full fireplace requires a competent installer who is familiar with the various options of building work required to suit each individual installation.
4.7 It is the customers responsibility to ensure the fitters are suitably qualified to fit their product.

5. Cancellations & Returns

5.1 Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Contracts Regulations 2014, which protect you by providing a 14 working day cooling-off period from the day after the product has been delivered. A customer has the option to cancel any order between the time of placing it and 14 working days after delivery. Cancellations must be in writing by post or by email to sales@thefireplacecompany.co.uk (not to ANY other email address) and quoting the Order Number.
5.2 After the 14 days cooling off period a 20% plus vat restocking charge is payable on all returned orders. You have 30 days to initiate a return of your goods. Wrongly ordered goods must be returned by your own means. We can only take back stock items, not goods ordered in specially for you.
5.3 We normally pay refunds within 14 days of cancellation after the goods have been returned safely and checked over by our warehouse.
5.4 After cancelling your order, you must ensure that the goods are returned in their original packaging, unused and in a condition to be re-sold. Any costs incurred during re-delivery will not be refunded and are the customer’s responsibility. If the items) is subject to any damage during its return journey we cannot accept the item and it will be delivered back to the customer without a refund.
5.5 All goods must be returned by your own means. If preferred, on occasion we can arrange for a courier company to collect the goods and deduct the delivery charge from the refundable amount.
5.6 All orders must be sent back on a pallet, please make sure the item is securely strapped to the pallet as we won’t be able to accept any damaged returns.
5.7 All items must be returned in their original packaging, unused. Items that have been damaged in your possession cannot be accepted.
5.8 If goods are returned in a condition, which prevents them from being resold as new, we are unable to accept the return. You will not be refunded and the goods will be returned to you and the cost of delivery charged to your account.

6. Faulty Items

6.1 If you suspect a fault with your goods, initially ensure that the issue is not related to simple factors like a blown fuse in an electric fire or soot accumulation on a gas fire pilot. Refer to the manufacturer’s manual, particularly the fault-finding or troubleshooting section, to explore whether you can troubleshoot the issue independently.
6.2 If the issue persists unresolved, kindly reach out to our customer care team. To register a fault with a product, we will need the original order number and the product’s serial number.
6.3 Faulty goods may require a manufacturers call out to fix the issue or we will replace the goods or faulty part free of charge, whichever is deemed more suitable by us.

7. Warranties

7.1 All items sold by us are supplied with a manufacturers warranty subject to the product being fitted by a qualified installer and in accordance with the manufacturer’s instructions. Any product offered with a warranty over 1 year is dependant on the appliance being serviced within 12 months of installation by an appropriately qualified engineer. A number of extended warranties on gas fires are subject to annual replacement of the oxy-pilot assembly. Please note a number of warranties also require product registration with the manufacturer for validation, failure to register the product with the manufacturer may void the warranty.
7.2 Warranties specifically excludes naturally wearing parts of ‘consumables’ such as glass, firebricks, grate parts, log retainers, baffles, thermocouples, oxy-pilot, glass and ceramic fuel effects and rope seal.
7.3 All warranty claims must be sent in writing to us with the original order number and product serial number, we advise customers retain a copy of their serial number for this reason.

8. Privacy & Security

8.1 All personal details that you give us are securely stored. We will never supply or sell any customers details to any outside organisation. We do not store any credit or debit card details.

9. Price Match Promise

9.1 We do not operate a guaranteed price promise but we simply aim to beat prices when and where we can, please see our price match terms and conditions for reference.
9.2 We do reserve the right to refuse to match prices where it would be uneconomical for us to do so.
9.3 The product must be identical in terms of make, model, size or colour.
9.4 The product must be in stock on our website and the competitor site.
9.5 The competitor site must have an add to basket button.
9.6 The price match is only applicable to the actual price displayed on the competitors website plus any delivery costs.
9.7 We can only match prices at the time of ordering, if a competitor site has increased their price we can only match their most recent price.
9.8 We do not price match auction and marketplace sites such as eBay or Amazon.
9.9 Price matches are limited to 1 order per customer.

All contracts formed between us for the purchase of items from this Web Site shall be governed by English law and any dispute shall be subject to the jurisdiction of the English Courts. If any provisions of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Showroom & Installation Terms & Conditions

These terms and conditions govern all quotations, sales, and installation contracts provided by The Fireplace Company, hereinafter referred to as “the Company.” By engaging in any transactions with the Company, the Customer, hereinafter referred to as “the Buyer,” agrees to adhere to the following terms and conditions. Any alterations to these conditions must be documented in writing and signed by a director of the Company.

1. Quotations

1.1 All quotations provided are comprehensive and fixed, guaranteeing that the agreed price remains unaffected regardless of the duration of the installation. In cases where the task differs from the initial quote, additional work is required, or unforeseen conditions arise, the Company reserves the right to charge for extra work carried out by us. Additional costs will be quoted before work commencement to ensure transparency and mutual agreement.
1.2 The Company reserves the right to re-quote or decline jobs due to errors or omissions in quotations. Buyers are advised to ensure all anticipated work and options are included in the quote.

2. Preparation

2.1 The Company advises pre-installation sweeping of flues for wood burning, multi-fuel, or gas appliances. The Company is not responsible for any damage due to loosened soot caused by weather elements. Chimney sweeping is recommended.
2.2 Buyers must clear rooms, disconnect electronics, and remove furniture before fitters arrive, as no responsibility is accepted for resulting damage.
2.3 Decorating should not occur prior to installation to prevent damage to existing decor.
2.4 Natural irregularities in marble and stone are acknowledged, and such materials are subject to variances in colour, shade, grain markings, and defects.

3. Installations

3.1 Installation dates are agreed upon between the Company and the Buyer. A minimum 30% deposit of the total invoice is required to secure the date, non-refundable if custom items are ordered.
3.2 Estimated dates are subject to various factors and not guaranteed.
3.3 In case of delays, rescheduling will be conducted as soon as possible. The Company is not liable for any consequential costs resulting from appointment changes.
3.4 While precautions are taken, minimal dust cannot be guaranteed during installation.
3.5 The Company does not engage in redecorating, painting, or TV bracket hanging.
3.6 Carpeting/flooring and existing fire products are not the responsibility of the Company.
3.7 Existing products removed during installation are not covered by the Company’s liability.
3.8 In the unlikely event that suspected asbestos is encountered during the project, the Company retains the right to halt the job until appropriate testing is conducted on the material. If asbestos is confirmed, the Company will not proceed with work until the hazardous material is safely removed and disposed of by a certified professional.

4. Payments

4.1 Payment for goods and labour is due as specified on the invoice unless alternative arrangements have been agreed upon in writing.
4.2 Late payment exceeding 30 days from the due date may incur interest charges. The interest rate applied will be in line with industry standards and communicated to the buyer in advance.
4.3 Goods supplied by the Company remain the property of the Company until full payment has been received. Ownership is transferred to the buyer upon settlement of the outstanding amount.
4.4 The Company accepts the following payment methods: BACS (bank transfer), cheque, cash, most major credit and debit cards.

5. Warranty & After Sales

5.1 Most products have manufacturer guarantees; it’s the Buyer’s duty to adhere to guarantee terms.
5.2 Registration of products for warranties is the Buyer’s responsibility.
5.3 Annual chimney servicing is required to maintain manufacturer guarantees.
5.4 Gas products must be annually serviced by a Gas Safe engineer to retain guarantees.
5.5 Consumable items such as glass, firebricks, grate parts, log retainers, baffles, ash pans and rope seals which are either subject to normal wear and tear or parts that require replacement in connection with normal maintenance are not covered, either by the original or the extended manufacturer’s warranty.
5.6 Marble/granite is not naturally fire resistant, the higher the temperature reached the more likely the marble/granite will crack. By slabbing the marble all we are doing is reducing the amount of heat reaching the marble. By cutting the marble into three pieces we are introducing expansion joints, which reduces the possibility of the marble cracking, however in no way does this make marble heat resistant or crack-proof. We as The Company cannot accept any claims for any slabbed panels and hearth cracking after installation.
5.7 Ex-display products carry no warranty or guarantee.

By engaging in transactions with The Fireplace Company, the Buyer acknowledges and agrees to these terms and conditions. The Company reserves the right to update these terms without prior notice, and the updated version applies to all future transactions.