Fitting Terms & Conditions
Thank you for placing an order with us. Please see below a little bit of advice on what you can expect from us and some advice on things that you may want to do in advance of your installation.
One of the most important things in respect of this is that you must get your chimney swept in advance of any gas, solid fuel or woodburning installation.
Our terms of payment are strictly: All goods paid as deposit and the balance upon completion.
Supply only sales are made on the assumption that the purchaser has carried out the necessary checks to ensure that the selected products are suitable.
Any such sale where the client wishes to return products which are not faulty, or cancel an order before delivery will incur a restocking charge of 25%. All orders are considered bespoke as it has to be prepared and palleted to size. Products that are already installed is also non refundable. Claims of faulty, damaged or undelivered goods has to be made in writing within 7 days of the invoice date or proposed delivery/installation date.
We recommend all customers to register their appliance for extended warranty. If you have difficulties in doing so, we’re more than happy to assist at your request.
In natural stone and marble products there will be colour variation, fossils, veins and other naturally occurring materials.
Timber products will consist of knots and burrs, varying grain patterns in the same piece should be expected. You have purchased a unique product; it will not be exactly the same as another piece and should be enjoyed for its natural beauty.
While we will endeavor to meet any dates quoted to you for delivery or installation, there will sometimes be issues beyond our reasonable control as to why the date will not be met. In these cases we cannot accept any consequential liability but you can be assured that we will fulfill our obligations as quickly as possible. Quoted arrival times of our engineers or surveyors are estimated based on work in hand but we will always aim to contact you if we will be significantly delayed.
All of our work, especially that which involves cutting, adjusting or removing brickwork or fireplaces can be dusty. Our installers will arrive with dustsheets for covering floors but it would be strongly advisable for you to remove or cover furniture and ornaments in the area of the installation.
Should replacement brickwork be required, this will be done with a standard red brick unless you provide matching materials in advance of our installation. Gas pipes will be hidden as best as can be legally and feasibly expected. If we have to turn off the main gas supply it is the responsibility of the homeowner to restart the boiler upon completion.
We will ‘make good’ around the immediate area of your new fireplace but sometimes the services of a plasterer will be required and this will be discussed with you. Some damage to wallpaper is inevitable so we recommend that redecoration is undertaken after completion of the job; wallpaper is not permitted around hole in the wall fires.
We can cut your existing skirting board but are unable to supply new ones where they are short or missing. We are also able to cut carpets but it must be noted that we cannot accept liability if problems arise from this. A professional carpet fitter should be arranged by the homeowner.
Both our fireplace and our stove installation teams use appropriate ladders and safety equipment should they need to access your chimney via the roof.
All efforts will be made to be as careful as possible but there is always a slight chance of damage to the roof tiles and we cannot accept any liability for this.
We reserve the right to apply additional charges for unforeseen issues discovered during installation. This is rare but can include but not limited to issues such as disconnected gas supplies, back boilers or unsuitable chimney terminals and discovery of Asbestos related materials. There are strict guidelines on the handling of Asbestos and all costs relating to the analysis and removal of this substance is the sole responsibility of the homeowner.
We reserve the right to cancel our sale with you if we are unable to fulfill the estimate through circumstances outside of our control, and in this case we will refund your deposit.
We can offer annual servicing and chimney sweep of your appliance, but not for emergency call-out in cases of breakdown. This servicing is generally only available during the Spring and Summer months.
We have always taken the protection of customer data extremely seriously. As such we have never and will never pass your data on to any third parties for marketing purposes. Should you proceed with this estimate it may be necessary, for the completion of our contract, for us to pass your details on to selected third party contractors. This includes but is not limited to suppliers, installation contractors and regulatory bodies. For this purpose, our processing of your data is necessary for the performance of a contract and your consent is not required.
We hope that this information is clear but if you would like further clarification on any of the points above please do not hesitate to call us.