Tel: 01458 251476

DELIVERY LOCATIONS

We deliver to mainland UK but can by arrangement deliver to; Scotland, Northern Ireland, Republic of Ireland, Europe and the Channel Islands.

DELIVERY CHARGES

LOCAL DELIVERY

Most local deliveries for purchases over £50 are free of charge. However, two man deliveries and purchases totaling less than £50 will incur a £10 delivery fee.

UK MAINLAND

UK Mainland deliveries are shipped at a flat rate of £15.

SCOTTISH HIGHLANDS, CHANNEL ISLANDS, NI

However, delivery to areas of Scotland, Northern Ireland, Channel Islands, Isle of Man, and Scilly Isles will incur an additional postage rate and will be charged £29.50.

Freight and oversized package deliveries will be charged £95 delivery in the UK Mainland. Additional fees will apply for shipments to to areas of Scotland, Northern Ireland, Channel Islands, Isle of Man, and Scilly Isles. Please contact us on 01458 251476 for the current freight shipment rates if you live in these areas.

DELIVERIES

Deliveries are usually made by a heavy goods vehicle with a tail lift. The carrier will telephone in advance to arrange a suitable delivery date (between the hours of 8am and 5.30pm Monday to Friday).

Delivery will be made to your door proving it is at street level – our couriers are not insured to take stoves into your property. Placement of your products is at the discretion of the delivery driver. Deliveries of stoves over gravelled or uneven drives are not possible; therefore please arrange an alternative delivery location. Failure to disclose this information may result in an aborted delivery and a delivery charge being levied. Please arrange an alternative delivery location if there is a problem with access to your property (e.g. gravelled or uneven drives, narrow lanes etc…) The carrier will make an additional charge if access is unsuitable and also if there is no one at the delivery address to inspect and sign for the goods.

Please do not sign for any goods until unpacked and checked in full. If any items are damaged please notify the driver and sign the note ‘goods damaged’. If the delivery driver will not wait until the goods are checked please sign for as ‘damaged’, do not sign unchecked. Sandpits Heating Centre must be notified within 24 hours of any damage otherwise we will be unable to claim under our carrier’s insurance. Goods signed for in good condition cannot be replaced if they are subsequently found to be damaged.

Please let us know about any problems immediately and we will arrange for a replacement to be sent to you. We may ask that the original item be returned to us so that we can return it to the manufacturer for inspection, in which case we would ask that you retain all packaging material so that the item can be returned to us.

COLLECTION

We require 48 hours notice before collection to arrange for your item to be available.
Collections from our Showroom can be made between the following times:
– Monday to Friday – 08.30am to 4.30pm
– Saturday – 10.00am to 1.00pm – (9.00am to 12.00pm during summer opening hours)

Please advise us when you are coming especially if it is outside these times.

RETURNS

We understand that, on occasions, you may need to return a product. Our returns policy is as follows.

You have the option to cancel any order between the time of placing it and 7 working days after delivery. Cancellations must be in writing by post or by email to enquiries@sandpitsheatingcentre.co.uk (but not to ANY other email address) and quoting the Order Number.

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).

You are advised to retain the packaging as you will find it difficult to return the item without appropriate packaging.

The goods must not have been fitted, installed or used in any way.

Returns Procedure

Before sending a product to us for a refund you need to let us know you are sending something back and the reason why.


The best way to do this is by emailing us at enquiries@sandpitsheatingcentre.co.uk, or calling us on 01458 251476.

You will need to include the following information in your message:

  • Name
  • Order Number or Invoice Number
  • The product that needs refunding
  • Reason for requesting a refund

Once we have acknowledged your request for a refund you will need to send the products back to us.

You will need to return the product unused, in its original packaging, including a note with the details above and packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your refund.

The product is your responsibility until it reaches us therefore, for your own protection, we recommend you obtain proof of posting when returning items and use a service that insures you for the value of the goods.

Shipping charges (where applicable) are non-refundable unless the items have been supplied incorrectly, or the goods have arrived damaged.

Please note that it is the buyer that is responsible for any carriage cost incurred for returning an item.

We ask that customers make themselves aware of the return’s costs especially for large goods/high priced goods such as stoves as the cost to return the products can be anywhere from £60 – £140+ depending on your location and the service needed to return the goods.

We also reserve the right to charge a restocking fee for goods and if this is applicable to your product it will be communicated to you when you request your return.

All returns must be sent to the following address:

Sandpits Heating Centre, High Street, Curry Rivel, TA10 0ES

Once we have received your items they will be inspected and then the refund or exchange will be processed. Please allow 5 working days from the date we received your products for your refund to be processed. 

Refunds will only be made to the original payment method and may take up to 5 working days to clear and show on your bank statement.  If you paid for the item in store, please contact us to finalise your refund.

Products Excluded from return/refund.

Any personalised or custom items are exempt from our refund policy and are non-refundable.

Items that cannot be refunded or exchanged include:

  • Custom Cut HD Stove Glass
  • Custom Cut Fire Bricks
  • Custom Data Plates
  • Customised Gauntlets
  • Custom Imported Items from the EU

This list is not exhaustive, and we reserve the right to amend this list at any time.

Reasons your return may be rejected

If you return a product to us that is damaged, or we are unable to resell, we reserve the right to reject the product and not issue a refund or exchange.

Refunds/exchanges cannot be issued for the following:

  1. Fire Bricks that have been inserted into a stove and/or now have soot marks and fingerprints on them.  We are unable to resell the bricks in this condition so will not issue a refund or exchange for them.
  2. Stove Glass where we can see visible marks on the glass from trying to fit it into the stove door. We are unable to resell glass in these circumstances so will not issue a refund or exchange.
  3. Flue systems where the returned parts are scratched, dented and not in the original packaging and in a brand new resalable condition. We are unable to resell the flue systems parts in these circumstances so will not issue a refund or exchange.

These are just examples and not an exhaustive list. We will contact you directly if we have issues with any products returned.  We reserve the right to reject a refund or return of any product that is not in resalable condition.

I ordered the wrong item and need to exchange it.

If you ordered the wrong item and need to exchange it for the correct one, please contact us to let us know your issue and we will arrange an exchange for the product. Please note that we cannot refund or exchange any items listed in our Exclusions, as stated above.

We will need the following information from you to arrange your exchange:

  • Name
  • Order Number
  • The item that needs exchanging
  • What Item you require instead (If you are not sure what you need one of our team will help you figure this out)

Once we have acknowledged your exchange request you will need to send the product/s back to us. You will need to return the product unused, in its original packaging, including a note with the details above and please make sure it is packaged securely. If we cannot identify who a package belongs to there will be a delay in processing your exchange.

The product is your responsibility until it reaches us therefore, for your own protection, we recommend you obtain proof of posting when returning items and use a service that insures you for the value of the goods. 

All exchanges must be sent to the following address:

Sandpits Heating Centre, High Street, Curry Rivel, TA10 0ES

Once we have received your items they will be inspected, and we will then arrange the alternative product.

If there is any additional cost for the requested exchange (i.e. the item is more expensive than the original and shipping charges) we will call you to arrange this after we have received the item.

My item is faulty and/or damaged on receipt.

Please contact us immediately to inform us of faulty and defective products and damaged deliveries. Any damaged items must be reported to us within 24 hours of receiving your products and must be accompanied by photos of both the damaged item as well as the box/packaging and a photo of the tracking/courier label.  We cannot issue replacement/refund without photo evidence.

We will request the following information from you to help us sort your query quickly and efficiently:

  • Order Number
  • Name
  • Faulty Item
  • Description of the fault (including photographs showing the issue/damage)

Once we have all the information above, we will arrange to return (where appropriate) and replace the products.  There may be delays in processing your replacement if you do not give us the necessary information.

If we request the products are returned to us, under these circumstances, we will arrange for your items to be picked up or refund the cost of you sending them back to us.

Do not send anything back before contacting us first. If you send items back without contacting us, we will not refund the shipping costs.

All returned goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition

Need help?

Contact us at enquiries@sandpitsheatingcentre.co.uk for questions related to refunds and returns.