You will be contacted within 24 hours of purchase to clarify specification and delivery arrangements. All delivery dates are ‘accurate estimates’ based on information available to us at the time and are a guide only. We are not responsible for loss, in any form, due to late delivery.
Please contact us just prior to ordering for an approximate delivery date. We will then inform you of the proposed delivery date after receipt of order/payment. If the dates have changed in this short period we refund all monies if requested.
Deliveries can only be made to the registered address of the credit card.
Arrangements must be made to accept the delivery. The carriers will make all reasonable efforts to carry out the delivery, but they may impose a charge if delivery is impossible due to the absence of someone to accept the goods. The size and type of delivery vehicle used by the carrier is something beyond our control and not all are equipped with low load capability or available with tail lifts.
We advise that customers have someone who is capable of lifting the stove on hand to accept the delivery. The carrier will provide a driver only and they are not responsible for positioning the item(s) in the house. Due to the size and weight of stoves you should arrange for help to get it inside the house. Steps, restricted access, soft ground etc will cause problems and should be planned for in advance. With heavy objects the carrier can reasonably be expected to use his ‘pump truck’ to move them on level ground to a suitable location.
Damaged goods must be reported within 24 hours and will be collected and replaced at our cost subject to these conditions. Alternatively, where possible, replacement parts will be sent to the customer to bring the product up to standard. Stoves can arrive with marks on the paintwork due to the abrasion of the packaging in transit. Where paint is not included in the standard pack, it will be forwarded free of charge via the stove manufacturer. However, we do recommend the purchase of a can of paint with your order to paint flues and ‘touch up’ the stove after installation.
The goods must be thoroughly inspected before being accepted. Damaged goods must be rejected and the carriers delivery note marked ‘Rejected Damaged’. If the goods appear sound but the packaging has been damaged, the delivery note must be signed and marked ‘Package Damaged’. Should the goods then be found to be damaged having been properly examined, it must be reported to us, either by phone or email, giving full details, within 24 hours of delivery. Beyond that time the carriers insurance cover will lapse and no claims can be accepted.
Should you change your mind, you may return unused goods within 30 days of delivery. You will be required to arrange to return the product to us at your cost or pay us to collect, in it’s original packaging. On receipt, undamaged, we will refund all monies paid less a 10% restocking charge and the outward carrier charge.
Any returned goods will be subject to a collection charge AND a handling charge of 10% of the original purchase price.
It is the responsibility of the customer and their installer to assess the suitability of the product for it’s intended site. We strive to give customers a high level of technical information and our experience is vast so please ask as many questions as possible before purchase. Please ensure you are in an area of the country where you are allowed to burn wood. Check your local council website for details (environmental services dept).
PLEASE NOTE: Whilst we make great efforts to ensure the accuracy of the information contained in our website, it is not possible to guarantee that the information contained is correct or up to date. Manufacturers reserve the right to make changes without notification and this can affect our website. Our website must be used for reference only and not as a definitive document.
Our trading name is Flame Fireplaces Ltd.