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Terms & Conditions / Customer Services

  • 1. Shipping & Delivery

    1.1 Smaller items such as accessories will be charged a minimum of £1.50 and a maximum of £20.00 per order. Once you have added desired items to the shopping basket you will be able to calculate the delivery cost at the checkout.

    1.2 In stock items will normally be despatched within 24 hours of order confirmation and any estimated dispatch date is an estimate, which can change without notice.

    1.3 We will normally deliver stock items within 1-4 working days of dispatch.

    1.4 Out of stock items are sometimes delivered direct from the suppliers and can take up to 10 days.

    1.5 We can deliver anywhere in mainland Great Britain. Special arrangements must be made in order to dispatch to the Channel Islands or the Highlands/Islands of Scotland and Ireland, we will contact you to make arrangements.

    1.6 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order. We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

    1.7 Having agreed a delivery date with you, if you are not at home when we deliver the goods, we reserve the right to charge you an additional re-delivery charge.

    1.8 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

    1.9 Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time.

    1.10 If the goods are lost or damaged in transit, please let us know promptly.

  • 2. Privacy & Security

    2.1 Please click the following link for our Privacy Policy

  • 3. Returns & Replacements

    3.1 This policy does not apply to goods ordered by businesses which are exempt form the Distance Selling Regulations.

    3.2 You can cancel your contract at any time up to 7 working days after the day of delivery. Cancellations must be in writing by post or by email to (but not to ANY other email address) and quoting the Order Number. We are unable to accept cancellations by phone.

    3.3 You have the right to receive a refund within 30 days of cancellation. We normally pay refunds within 14 days of cancellation or the goods being returned safely (whichever is the later).

    3.4 If you cancel, you must return the goods within 14 days, complete with the original packaging to us, at your own expense.

    3.5 Returned items to us must be sent by recorded delivery.

    3.6 You must ensure that the goods are packaged adequately to protect against damage. The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition.

    3.7 When choosing a carrier to return your goods to us, you must make sure that Stoves & Flues Ltd are allowed to open and inspect the contents when we receive it. If the carrier will not allow us to open the goods then our warehouse will refuse delivery and the goods will be returned to you on your carrier. This could incur further costs to you.

    3.8 We will refund all monies paid to us by you including any postage / carriage within 30 days.

    3.9 Your package will not be accepted by our warehouse unless a note with your order number name and address is included with the returned item

  • 4. Ordering

    4.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 01495 619616 - 01594 840878

    4.2 Carriage charges will be shown prior to you placing your order.

    4.3 You will be required to pay for the goods in full at the time of ordering.

    4.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard, Delta/Connect.

    4.5 Promotional prices only apply during the period stated.

    4.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.

    4.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

    4.8 Once your order is complete we will notify you of the dispatch date.

  • 5. Faulty Goods & Guarantees

    5.1 If there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights.

    5.2 We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee.

    5.3 We cannot accept return of products which are damaged after delivery.

    5.4 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.

    5.5 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.

    5.6 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked

    5.7 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

    5.8 All our stoves will have at least 1 year manufacture warranty and some may have 5 or 10 year warranties on the cast. Details can be provided upon request.

    5.9 All other items will carry a 1 year warranty unless stated otherwise.

    5.10 If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

    5.11 We are unable to guarantee and exact colour match due to the nature of the product.

  • 7. Liability

    7.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK. WEBSITE DISCLAIMER for

    This disclaimer details our obligations to you regarding our website. Please read this disclaimer in full before you use this Website. Using the Website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to them in the future.

  • 8. Updating Account Information

    8.1 If you have set up an account it is important to always ensure that its kept up to date with your current information. We utilise the details you give to ensure the very best service is provided to you and also to ensure that any items ordered are delivered to the correct address. Please log in to ensure the information we hold on you is accurate.

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