Terms & Conditions
This website, www.fireplaceretail.co.uk,
is operated by Fireplace Retail Ltd registered at 3 St. Botolph’s Rd,
Sevenoaks, Kent, TN13 3AJ. These Terms & Conditions apply to all
transactions on this website. They do not affect your statutory rights.
Placing your order:
To order goods through this website you must be at least 18 years of age.
All orders placed on our website will be acknowledged electronically
by e-mail. You will be also informed by email about delivery date and
time slot if possible. We may be unable to confirm whether it will be an
AM or PM delivery due to the varying types of freight company’s we use
and the general logistics of the road network on the agreed day of
The payment can be made by card through the PayPal. If you don’t have
the PayPall account you can pay by BACS/CHAPS. If you choose this
option, please email to our sales team who will be able to supply you
with the company account and sort code information, to enable you to
make a payment transfer. We cannot be held liable for any charges
attributed to any transfers or payments. We do not accept cheque
All goods remain the property of the Fireplace Retail Ltd until such time as goods are paid for in full.
Prices, offers and products are subject to availability and may
change. We cannot be held responsible and no returns will be given, if,
after purchasing an item, it is later offered at a reduced price. We
also reserve the right to change any design, specification or prices
without prior notice or to withdraw products from sale from this website
at any time. If the product becomes unavailable we may offer you an
alternative and give you the opportunity to cancel the order with the
full refund. However, we will not be responsible for compensating you
for any other losses you may suffer if we do not supply the goods.
Goods are subject to availability.
Our intention is that all information such as product specification,
images, description and other product information should be as accurate
and u-to-date as possible. However, If such an error appear on a
product, which you have ordered, we will inform you as soon as possible
and ask whether you wish to continue with your order or cancel it.
Fireplace Retail Ltd reserves the right to refuse the supply of goods
at its discretion ordered by you or to deliver to any particular
All the information contained in the website is to assist in your
choice of a suitable product. This is not intended to be all the
information required to install your goods. We strongly recommend having
a survey carried out prior to ordering and contacting the
manufacturer’s technical department for any questions you may have. It
is the customer responsibility to ensure that product conforms to all
necessary installation requirements stated in manufacturer instructions
prior to delivery. We shall not be responsible for any loses, cost,
damages, charges or expenses caused by goods not suitable for
installation. For gas installation the most recognized independent body
is Gas Safe Register and for solid fuel installation it is HETAS.
We cannot accept any responsibility for any variation or perceived
variations in colour between images shown on this website with the
actual product itself to include, stone effect fireplaces, cast iron,
tiles, marble, limestone, wood or other fireplace products.
We deliver to almost all counties within the UK. Below we enclose full list of areas we deliver:
We well contact you with information regarding delivery date within a
few days after receiving your order. We may be unable to confirm whether
it will be an AM or PM delivery due to the varying types of freight
company’s we use and the general logistics of the road network on the
agreed day of delivery.
Our aim is to deliver your order as quickly as possible. We normally
dispatch stock items within 7-10 days. Some products may take up to 28
days to deliver due to circumstances beyond our control as on occasion a
particular item may be temporarily out of stock from the manufacturer
or distributor, although if the order is delayed by more then 14 days
you will be notify and you will have the right to cancel the order and
request the full refund.
Delivery cannot be guaranteed by us, any dates we specify for the
delivery 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 of goods.
Goods cannot be left without a person being present to take the
delivery in as the delivery is kerb side only. The means the goods are
delivered on a pallet, which the driver will leave at the property, but
he will not unpack or take the goods into the property. You will have to
make arrangements for someone to be present and able to take the goods
Goods will be usually delivered on a large delivery vehicle, so please
let us know, as soon as possible, if there will be any problem with
access to avoid a failed delivery and possible 2nd delivery charges at the cost of £75+VAT being applied to your order.
If you are not able to accept delivery on the day we have agreed, you
can give us a notice minimum 3 days before agreed delivery date to allow
us to reschedule delivery. In the event of your absence during
delivery, any further re-delivery cost £75+VAT.
Signing for goods
Every delivery will require a signature from the person accepting the
delivery. We cannot claim for any damage to the goods caused by courier
if you sign for them as “received in good condition”. Terefore when
accepting a delivery, if you do not have time to examine the goods, then
you should mark the delivery note as “received damage” at the time of
signing. This will give you an extended period of time of up to 48 hours
to examine the goods and report any damage and or missing parts to us.
After this time we cannot accept any claims for damage. Signing as
“Unexamined” or “Unchecked” will not cover you for insurance purposes so
please either check carefully before signing or if the driver cannot
wait, sign for the parcel as damaged.
We will not be responsible for compensating you for any losses you may
suffer due to incorrect items sent, damaged items or faulty goods once
installation has commenced. All goods must be checked within 48 hours of
receipt and it is deemed that you have accepted all goods once
installation has commenced.
Damaged or Missing Goods
Within 48 hour after receiving the goods and signing for them as
“received damaged” you find damage or missing part not visible at the
time of delivery, then you should report it to us immediately in writing
by email. For damage claims we will require photography evidence and a
description of the damage sending by email. Failure to do so, will not
entitle you to a valid claim and we shall have no further liability for
the goods said to be received damaged or missing on delivery after 48
hours from receipt of the delivery date. Items reported within this time
frame, will of course be replaced at no extra cost as soon as possible.
You will need to arrange the delivery through your own courier.
You have a 7 day cooling off period, within which you should notify us
in writing that you wish to cancel the contract and return the goods to
us. Therefore we reply to you by email with the return address and
information about re-stocking charge. Any goods returned for a refund
should be in undamaged, unused and unopened condition, please do not cut
the straps on the box, and slide them off so if the item needs to be
returned it will need all original packing.
When returning products you must ensure you use an insured delivery
service to return any item, 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 condition that we sent them to you. If we receive a
return item that is not in the condition we sent it or have missing
components we reserve the right not to issue a refund.
You have a right to change your mind and cancel your order for any
reason for the full refund only up to 3 days before we dispatch the
goods to you. If you decide to return goods after delivery and within
cooling off period the re-stocking charge of up to 25% of the items
value will incur as well as delivery charge if applicable. The exact
re-stocking charge will depend of total value order and you will be
informed about it by email. You will be refunded within 14 days of
receiving products providing that they are returned as new and in
re-sellable condition. Goods returned after cooling off period and goods
returned in 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 of £75 will be charged
to your account.
If the product is installed and is found to be faulty or develops a
fault within the fires twelve months of purchase, we would initially
advise you to consult the user and installation instructions booklet for
the product, especially the fault finding section to see whether you
can resolve the problem yourself. Also, locate the manufacturer’s
helpline number and call to find out if the manufacturer has its own
However if you need any further assistance then you can email us.
All goods supplied are covered by the terms & conditions of the
manufacturer’s guarantee for a minimum of 12 months. This guarantee
specifically excludes faults caused by accident, neglect, misuse or
normal tear and wear.
Consumable items such as fuel effect, stove glass, fire bricks, bulbs
and batteries etc. are not covered under manufacturer’s warranty.
All items sold by us are supplied with the full manufacturer’s warranty
subject to the product being fitted by a qualified installer and in
accordance with the manufacturer’s instructions.
In the unlikely event that you are unhappy with our service or you feel
you have cause for employment, then please feel free to contact us and
we will respond to all complaints within seven day from receipt by email