- You're in:
- Home
- ››
- Delivery and Returns
Delivery of your order
Delivery to mainland UK is either done by big truck delivery on a pallet if the order is large, or by courier delivery in a smaller van if the order is smaller.
Delivery is usually within 14 days of ordering depending on the location and type of delivery. Stoves going to the Highlands and Islands can take a bit longer (I guess you are used to this, but then you live in an amazing part of the world). Some items have to be ordered into stock for you in which case it would say this on our website or we would inform you directly.
We would then send them out to you once them come in to us.
Where will the goods be delivered?
The delivery driver will (as far as possible) deliver to your door. The delivery driver will not help you inside with the goods. If a driver is particularly helpful and you persuade them to help you take goods inside then you do so at your own risk. For example if your carpet is damaged then you would have to pay for this, not the driver, and not us. If you do not agree to this then please do not ask the driver for help in taking goods inside.
If you have a gravel driveway or narrow access then the driver is unlikely to be able to take to goods right up to your house - this applies especially to large orders delivered on a pallet so that is a stove delivery or a large flue order. If this is the case please let us know and we can arrange for a small delivery vehicle to deliver to you (at extra cost), or make arrangements to get the goods from a place where the delivery driver can reasonably deliver them to your house. If in doubt contact us before delivery is arranged.
Re-delivery charges
If a pallet has to be redelivered because there is no-one to accept the delivery of the pallet on the arranged date then a redelivery charge may be due. We will contact you if this is the case.
What if the delivery is late
Delays whilst in transit are possible and are out of our control. Please let us know if your order has not arrived and we will chase it up for you. For this reason we recommend that you ensure that you have all the goods first before booking in installers/builders.
For this reason also we are not liable for any costs incurred as a
result of a delivery being late - see the item below.
Damage in transit to you
When you receive your order we ask that you check the order when it
arrives. If there are any signs of damage please sign for it as
"Damaged" on the delivery documentation. If anything is damaged please let us know as
soon as possible.
You have up to 7 days from receiving the order to let us know if
something was damaged. Within that 7 day period we will replace or repair free
of charge any items that were damaged.
Please contact us first if you receive damaged goods - we will not pay for replacement parts or repair services arranged without our consent.
Incorrect parts sent or specified
If incorrect parts have been sent then please let us know as soon as possible and we will send replacement parts free of charge as soon as possible. We will usually arrange collection of the incorrect parts at the same time. Sometimes we may ask if you would be willing to send the incorrect parts back to us in which case we would of course refund the cost of sending those parts back to us to you as well.
Lost in transit
If goods are lost in transit then please let us know as soon as possible, We will then chase up the delivery and if it cannot be found we will send out replacements free of charge. If the goods have been lost in transit then you can of course cancel the order if you so wish.
Faulty/defective
goods
If something faulty has been sent to you please let us know as soon as possible and we will send you replacement(s) free of charge. You have up to 6 months from receipt of the goods to let us know that they are faulty. Where it is clear that the parts were faulty when you received them we will send replacements or repair the item free of charge as soon as possible.
This is in addition to the manufacturer's guarantee/warranty. Damage
in transit is not the same as faulty goods.
Please contact us first if you receive faulty goods - we will not pay
for replacement parts or repair services arranged without our consent.
Refunds
We will refund you for cancelled orders within 30 days of the order being cancelled. We may refund straight back to the credit/debit card that was used to pay for the order or by cheque sent by first class post.
We are not liable for any costs incurred by you or any loss of earnings. For example if a delivery is late and you have to rebooked an installer then we are not liable for any extra charges that installer may charge you. Neither are we liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late.
Prices
All the prices shown on our websites include VAT at 15%. Although we make every effort to keep our price information up to date on our websites mistakes are possible. Where a price has been incorrectly shown we will let you know as soon as possible. You may wish to cancel the order if you find that the price is higher than expected which is perfectly OK.
Your details
We hold information such as your name and address. This is necessary for our accounts and to easily look up your order or contact you if we have to. We do not hold data that we may not need and we do not store any credit card details. There are security policies in place in case of unauthorised data access attempts. We do not sell or give your information out to any third party. If you have not made an order with us then we will delete any of your details that we hold if requested.
