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1.5 The availability of all products and services is subject to change and may be withdrawn at our discretion.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 full courier 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. If the couriers can’t get in contact with you to arrange delivery within a reasonable period of time then we’re afraid the pallet will be returned to us and a redelivery fee will be charged.

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.

4.9 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 partially installed or that have been damaged in your possession cannot be accepted.

5.8 When returning your order, you must also return any free items that were included with your purchase. Failure to return any free items will result in a deduction of the full retail price of the free item from your refund. This ensures that all promotional offers are honoured fairly.

5.9 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

All quotations, contracts of sale and installations made by The Fireplace Company Morecambe Ltd (hereinafter “The Company”), Company Registration No: 13231958, Registered Office: 2 Whitefield Place, Morecambe, Lancashire, LA3 3EA, shall be deemed to incorporate the following terms and conditions. Acceptance of an order constitutes acceptance of these terms, which may not be altered except in writing and signed by a director of The Company.

1. Quotations & Site Visits

1.1 All our quotations are fully inclusive & fixed. This means that our price will be honoured no matter how difficult
the installation. In circumstances where the nature of the task becomes different to the one originally quoted, additional costs will be incurred but will be quoted before we commence.

1.2 Where an error or omission has been made to a quotation, we reserve the right to re-quote or decline the job
before commencing. Please check any quote includes all the options and work you are expecting. Sometimes
manufacturers will show products that have chargeable options shown. If you are expecting something to be included & it is not shown, please ask.

1.3 Site visits are non-invasive and carried out for assessment purposes only. If, during the installation, the Company
uncovers materials, structures or conditions that are non-compliant or unsuitable, we reserve the right to recommend alternative products, suggest different methods to achieve the desired outcome, or decline to proceed with the installation.

2. Preparation

2.1 The Company strongly recommends that all flues be swept prior to installation of a wood burning, multi-fuel or
gas appliance. The Company cannot be held responsible for any damage to carpets or fireplaces resulting from soot loosened by rain, hail or snow. Therefore, it is advisable to have chimneys swept.

2.2 Customers should ensure that the room is cleared and all Hi-fi/TV equipment, ornaments and furniture are
disconnected and removed prior to the arrival of our installers, as no responsibility will be accepted for any damage. The installers will bring dust sheets along to cover any items and furniture left in the room.

2.3 Customers should not decorate prior to their fireplace, stove, media wall etc being installed. The Company
cannot be held responsible for damage to any existing decoration.

3. Products

3.1 Due to marble and stone being a product of nature the irregularities vary immensely; no two pieces of marble or
stone are the same colour or shade. Grain markings vary, most marbles have natural craters and open-grain marble can be mistaken for cracks. Marble and stone is subject to filling, polishing and natural defects.

3.2 The Company does not recommend installing televisions above gas, solid fuel, wood burning or multi-fuel appliances. If the customer chooses to do so, it is entirely at their own risk and the Company accepts no liability for any heat damage to the television.

3.3 The Company recommends the use of frames or slips around hole-in-the-wall gas or solid fuel appliances to help
absorb and manage heat. Due to heat exposure and natural expansion and contraction, the Company cannot guarantee that plasterwork directly surrounding the appliance will remain free from cracking, movement or cosmetic defects.

3.4 The Company does not recommend electric fires as a primary heat source due to their limited heat output. If the
customer requires a product capable of providing substantial heat, the Company recommends selecting a gas or solid fuel appliance instead.

4. Installations

4.1 The Company will agree an installation date with the customer. To reserve this installation date a minimum deposit of 30% of the total invoice amount is required to be paid by the customer.

4.2 The deposit shall be non-refundable should the customer wish to cancel the contract if The Company has had to
order in any made to measure items.

4.3 Any dates are an estimate only and we will take reasonable steps to meet the date for installation. However, provision of the installation services may be affected by a variety of factors and so cannot be guaranteed.

4.4 If we are unable to complete any task in the allocated time, we will re-schedule as soon as is possible. This may
be a matter of days or weeks depending on the time of year or the amount of other scheduled work. Where we are unable to attend at an agreed appointment time or day, we will not be held responsible for any consequential costs or charges.

4.5 Although The Company take every care in the work we do and normally raise no or minimal dust, we cannot guarantee no dust will be produced due to the nature of installing fireplaces and stoves.

4.6 The Company does not undertake any redecorating works. Please do not decorate prior to our arrival. The Company does not undertake any painting / decorating of chimney breasts.

4.7 The Company will not be held responsible for fitting any carpets/flooring before or after the installation of the
fireplace or works undertaken.

4.8 The Company does not accept any responsibility for, or guarantee any fire disconnected or connected by us that
has not been supplied by us.

4.9 The Company cannot accept responsibility for any existing products removed during installation. Old hearths, fireplace surrounds etc can be brittle and may break upon removal.

4.10 If, during the course of the installation, the Company discovers materials suspected or confirmed to contain asbestos, we reserve the right to suspend or abandon the job immediately. Work will not resume until the asbestos has been safely removed by a certified professional. The Company accepts no liability for delays, additional costs or any consequences arising from the presence of asbestos.

4.11 Any existing fireplaces, stoves, fires, hearths or associated products removed during installation will be disposed of by The Company as part of our included rubbish removal service. If the customer wishes to retain any old or existing items, they must notify The Company prior to installation. Where such notice is given, The Company will take reasonable steps to leave the item(s) on site.

5. Payments

5.1 Unless otherwise agreed in writing by The Company, the buyer shall pay the remaining balance payable for all
goods and labour by the due date noted on the sellers invoice.

5.2 If the buyer fails to make payment within 60 days of the due date then, without prejudice to any other right or
remedy available to The Company, The Company shall be entitled to charge the buyer interest to the rate of 2%
per annum above the HSBC bank rate from time to time, until payment in full is made. All goods supplied and installed remain the property of the company until paid in full.

6. Warranty & After Sales

6.1 Most products are covered by manufacturers guarantee of varying time scales. It is the customers duty to make
sure they have upheld the terms of the manufacturers guarantee. If the customer needs to claim on the guarantee please contact us, The Company, to register the claim.

6.2 It is the customers duty to register their product for its manufacturers warranty. If the customer requires help
with this please contact us, The Company for assistance.

6.3 Flues and chimneys serving solid fuel, wood burning or multi-fuel appliances should be swept annually following
installation in order to uphold the manufacturer’s guarantee and ensure the safe operation of the appliance.

6.4 Gas stoves and fires must be serviced annually to uphold the manufacturers guarantee. This must be done by a
Gas Safe engineer and a record must be kept of the products servicing history.

6.5 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 manufacturers warranty.

6.6 Ex display products do not come with any warranty or guarantee and therefore The Company cannot be held
responsible for any costs incurred should the product cease to work.