Terms of sale

1 Consumer terms of sale

PLEASE READ THESE TERMS OF SALE CAREFULLY BEFORE PLACING YOUR ORDER AND RETAIN A COPY OF THESE TERMS AND YOUR ORDER FOR FUTURE REFERENCE

2 Format of the contract

These terms of sale apply to all goods supplied by us via this website. The website is governed by the following terms and conditions; they do not affect your statutory rights.

Any order placed by you for goods advertised on our website is an offer by you to purchase the goods selected in your order.

No contract exists between you and us for the sale of any goods until we have received your order and accepted it (which we may do at our discretion).

We will send you an order acknowledgement shortly after you place your order, notifying you that we have received your order. This acknowledgement is not notification that we have accepted your order.

The contract is subject to your right of cancellation (see condition 5).

We have the right to terminate the contract if the price of the contract is not received from you in cleared funds.

We may change these terms of sale without notice to you in relation to future sales.

3 Description and price of the goods

We provide you with product information via our website.

We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur.

Dimensions and other specifications given on this site are mostly as provided by the manufacturer and may be approximate (sometimes manufacturer-supplied information is contradictory).

Specifications may change without notice. Please confirm any specific details before ordering.

If there is anything which you do not understand, or if you wish to obtain further information, please contact us.

Every effort is made to ensure that prices shown on this website are accurate at the time of placing your order. If, by mistake, we have under priced an item we will contact you and offer you the following three options:

a) Placing a new order at the correct price for those goods;

b) Cancelling the whole of your order; or

c) Cancelling your order for the mis-priced goods and reconfirm your order for the correctly priced goods.

If you do not choose one of the available options within 14 days, your order will be cancelled or, the under priced item will be removed from your order. If any payment has been made by you, you will be credited back to your original payment method.

If within 14 days of accepting your order we discover that all of the goods are unavailable, we will contact you and advise that we may cancel your order and refund or re-credit you within 14 working days. The refund will be credited back to your original payment method.

If within 14 days of accepting your order we discover that some but not all of the goods are unavailable, we will contact you and offer you the option of cancelling the whole order or amending your order to a substitute alternative. If you do not choose a substitute alternative within 14 days, the unavailable item will be removed from your order and we will deliver the available goods. If any payment has been made by you, you will be credited back to your original payment method.

The price of an item may or may not include the delivery charge, which will depend on the delivery method you choose.

4 Payment

Payment can be made by any of the options advertised on our website. Payment shall be due before delivery. If payment fails your order will be cancelled.

There will be no delivery until clear funds have been received.

5 Delivery

Delivery will be made to the address specified when you complete your order.

If you refuse the delivery of your order for reasons under the Consumer Contracts Regulations or you fail to take delivery because you have cancelled your contract under the Consumer Contracts Regulations, we will refund or re-credit you within 30 days for any sum that has been paid by you for the goods.

By exercising your right to cancel you are required to return the goods to us. If you fail to return the goods to us, we reserve the right to deduct any costs incurred by retrieving the goods from you.

We make every effort to deliver the goods as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event, we will inform you of any delay as soon as possible.

Upon receipt of your order you will be asked to sign for the goods received.

If the package does not appear to be in good condition then please refuse the delivery.

If you are unable to check the contents of your delivery then please sign for the parcel as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.

Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered the risk of damage to or loss of the item passes to you.

6 Your right of cancellation

6.1 We are unable to give refunds on customised products. This includes, but is not restricted to, Flexible Flue Liners, Lead slates, Black twin wall flue and related components (except 6" black twin wall). In addition, items that have been modified after delivery are not refundable.

You have the right to cancel your contract with us at any time up to 14 days after you receive the goods, in line with the Consumer Contracts Regulations. To cancel your contract in this time frame you must notify us in writing, either by post or by e-mail.

Should you wish to cancel your contract after the goods have been delivered to you, you will be responsible for returning the goods to us at your own cost, unless the goods are faulty or mis-described.

In accordance with the Consumer Contracts Regulations, we must receive the unwanted goods within 14 days of your notification of cancellation.

You will be credited for the goods within 14 days of the items being received back to us (and where applicable, returning the goods in the original packaging in an unmarked condition.)

We reserve the right to reduce the value of any refund should the items be damaged or are returned late to us.

7 Refund policy

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 14 days to process.

8 Installation

It is your responsibility to choose a product of appropriate fuel type, chimney needs and dimensions.

Once we have delivered your product, you are responsible for storage and installation.

Solid fuel stoves should be fitted by a qualified HETAS engineer. Gas fires should be fitted by a qualified gas engineer.

9 Warranty

All new goods supplied by us have a 12 months warranty period from the date the goods were delivered (unless otherwise stated). This warranty does not affect your statutory rights as a consumer.

If new goods develop a defect during the 12 month warranty period, you should contact us in writing.

Please note that the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use, failure to follow the manufacturer’s or supplier’s instructions, or any alteration or repair carried out without our prior written approval.

10 Faulty product

If you receive goods that are faulty or incomplete on arrival you must notify us within 30 days of receipt of the item.

If the goods are less than 30 days old you have the option of a refund or direct replacement.

If the goods are over 30 days old we will test the product for the fault. If the fault is verified we will:

a) Try to repair the item.

b) If we are unable to repair we will replace with the same item.

c) If we are unable to replace we will issue a refund in line with our refund policy.

If the goods you have returned are not found faulty the goods will be returned to you at your cost.

10.1 Products dead on arrival

In the unlikely event of you receiving goods that do not work upon arrival, you must notify us within 30 days. The good should be returned to us in line with our returns instructions.

Once we have received the goods back we will test the product for the fault. If the fault is verified we will either:

a) Replace with the same item.

b) Refund in line with our refund policy.

If the goods you have returned are not found faulty the goods will be returned to you at your cost.

10.2 Products damaged on arrival

In the unlikely event of you receiving a damaged product you should notify us in writing via post or e-mail.

The good should be returned to us in line with our returns instructions.

Once we have received the goods back we will test the product for the fault. If the fault is verified we will either:

a) Replace with the same item.

b) Refund in line with our refund policy.

If the goods you have returned are not found faulty the goods will be returned to you at your cost.

10.3 Wrong item delivered

If, by mistake we supply you with the incorrect item you must notify us within 30 days. The goods should be returned to us in line with our returns instructions.

Once we have received the goods back we will confirm that it is in fact an incorrect item and either:

a) Replace with the correct item

b) Refund in line with our refund policy

If the goods you have returned are not found faulty the goods will be returned to you at your cost.

10.4 Item not required

If you wish to return any unwanted product in line with the Consumer Contracts Regulations you must notify us in writing via post or e-mail within 30 days of your order date.

The goods should be returned to us in line with our returns instructions.

You will be responsible for returning the goods to us at your own cost; you will be credited for the goods within 14 days of items being received by us.

10.5 Extra Items delivered

If, by mistake we supply you with extra items you must notify us immediately. Goods should be returned to us in line with the returns instructions.

If you do not adhere to this procedure and are found to be in possession of goods that you have not paid for, you will be charged for the goods.

10.6 Ex. display stock, and used stock

Wherever possible, previously used or ex-display goods will be highlighted as being so, on the website at the time you place your order. All used goods supplied by the supplier are warranted free from defects for 90 days from the date of supply (unless otherwise stated). This warranty does not affect your statutory rights as a consumer. If used goods develop a defect during the 90 day warranty period, you should follow our Returns procedure. In the event of a valid claim for a defect in the Used Goods is made, we will either:

a) Replace those Used Good(s), if we has available the same Used Goods(s) at the same price;

b) Repair the Used Good(s)

c) Refund or re-credit you the sum you have paid for the relevant Used Good(s) within 30 days of the date that the relevant Used Good(s) are returned in accordance with the our returns procedure.

11 Limitation of liability

We will not be liable to you for any loss or damage in circumstances where:

There is no breach of a legal duty owed to you by the supplier or by its employees or agents;

Such loss or damage is not a reasonably foreseeable result of any such breach;

Any increase in loss or damage resulting from breach by you of any term of this contract.

Nothing in these conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation.

12 Images

Product images are for illustrative purposes only and may differ from the actual product.

13 Governing law and jurisdiction

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.