These Terms and Conditions are designed to make our obligations and responsibilities clear to you as a customer, and yours to us. Please note that there are additional terms and conditions applicable to our Black Label range of products.
These terms and conditions apply to all quotes, estimates, pro-forma invoices and sales and any changes must be agreed before you place your order
We use courier services, so we cannot guarantee a specific delivery time and any information we give you on delivery is just for your guidance. We cannot accept liability for late delivery. Free delivery offers only apply to UK mainland and only apply if you keep the products. If you return the products, we will charge you for delivery. For details of our free delivery offers and postcodes that fall outside the promotion, please click here. If we need to deliver outside the UK mainland or to an international address, we will charge for this. Couriers will usually try to deliver at least twice if you are not there – if they can't deliver and the package is returned to us, we will have to charge you the cost of delivery.
We will accept unused goods that are in their original condition together with all packaging and any instructions and we will refund your money, minus the actual delivery cost (even if you received the goods on free delivery offer). If the product has been used, any subsequent refund will be completely at our discretion. If we judge that the product has been misused, we will probably not accept it back for a refund. You can only return goods within 14 days of purchase and, if we accept, we will have to charge you a 10% product value surcharge because we can only resell the product as 'used' afterwards. We will deduct delivery/collection costs from your refund and you will have to arrange insurance to cover the return. We will not refund delivery costs and cannot be held responsible if you send something back to us and it gets lost.
If items are damaged or missing, you need to tell us in writing within 48 hours of delivery. If you don't, we may not be able to sort matters out properly for you. If you have a query on an invoice, let us know in writing within 14 days of the date of the invoice.
We only work on a pro-forma invoice basis. This means that in all cases your goods will be released once we receive full clear payment. We will accept 30 or 50% deposit and hold items for up to 3 months if you wish to take advantage of a special offer or secure an item that is low in stock; however, full payment must be made before we can dispatch it.
We will do our best to fulfil our sale with you but Acts of God, strikes, lockouts, explosion, war or any other circumstances beyond our control may affect our ability to do so. We will not be liable for any loss, subject to us doing everything possible to mitigate or remove the reasons for non-performance under these conditions.
We offer a standard 12 months manufacturer's guarantee for all of our fireplaces and burners (unless otherwise specified on a product description page), excluding accessories and ex-display items. We are confident that the products we supply are of a very high quality and that you will be very pleased with them. We also believe in providing the highest standard of customer service and products free from manufacturer's faults in performance or appearance.
If a product develops a fault within 12 months of delivery, please let us know in writing (within 48h of noticing it), providing a picture and description of the fault, and we will either repair it or replace it. In case the same item is not available anymore, you will be offered replacement options within a similar price bracket. Please note that misusing your fireplace (i.e. overfilling it with fuel or using the wrong fuel with a higher percentage of alcohol than stated on our website) will void your guarantee and you will not be eligible for a replacement.
We reserve the right to subcontract any part of the contract.
We reserve the right to terminate the contract if you don't pay us, if you don't stick to the contract, or for any other reason resulting in non-payment.
These conditions and any contract between us are governed by the laws of England and Wales. By accepting, you agree to submit to the exclusive jurisdiction of the English Courts.
Our products are safe if you use them according to our instructions and with common sense. Please note that instructions are an inseparable part of the fireplace and should be available to anyone using the fireplace at all times. If the instructions are not available, it is your responsibility to contact us immediately.
Our fuel should only be used in fireplaces supplied by us and we accept no responsibility whatsoever in the event of Crystal Bio Ethanol Fuel being used for any other purpose.