Terms & Conditions Last updated 7th April 2015
The company Eco fires and stoves Ltd These Terms and Conditions apply to all transactions within this company. Please read them carefully. They do not affect your statutory rights.
CUSTOMER SALES
1.1. To order goods from our showroom, over the telephone or on our website, you must be at least 18 years of age and accept delivery within mainland UK.
1.2. All orders will be acknowledged in writing and e mail if requested at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail.Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the order status has been confirmed as ´Order Placed´. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in person, by telephone or e-mail).
1.3. We accept most major credit and debit cards including Visa, MasterCard, Switch, Solo, Electron and Delta You may also pay by cheque or postal order (payable to: Eco fires and stoves Ltd) although we cannot dispatch the goods until payment has been cleared which can take at least 14 days. BACS/CHAPS payments are also accepted. If you are using our fitting service we require a deposit of at least 25% with the final balance payable on completion of work.
1.4. The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed.
1.5. Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative and give you the opportunity to cancel the order. We cannot be held responsible and no refunds will be given, if, after purchasing an item, it is later offered at a reduced price.
1.6. All product specifications, images, descriptions and other information communicated by us, whether displayed on our website or in our showrooms, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible.
1.7. All products shown in our showroom and brochures are subject to change at any time. Many products are made to measure and may need to be adapted to suit individual requirements including adjustments for certain chimneys and flues or ventilation requirements. All gas fires are suitable for natural gas only unless an LPG option is specified.
1.8. You must provide us with your exact billing address and telephone number when placing your order; this is the address and telephone number which your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received. We may occasionally ask for proof of address such as a recent utility bill, passport or driving licence.
1.9. All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.
1.10. We will make every effort to keep your details secure and we will not supply or sell any customer details to any outside organization or third party at any time. Unless we are negligent, we will not be liable for any losses if an unauthorized third party obtains access to your information.
1.11. All items are subject to availability. We can only guarantee availability whilst stocks last. If the goods ordered are unavailable, we will contact you with alternative goods of equivalent quality and wherever possible a similar price.
1.12. A small number of images in brochures and on our website have been digitally created to represent a colour/option of a product where no actual image exists. All images, descriptions and specifications are offered as a guide only. Many products available can be viewed at our showrooms. If products are ordered without viewing we shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not meeting customers’ expectations.
1.13. If the customer is installing their own fireplace it is their responsibility to ensure that products purchased conform to all necessary installation requirements stated in manufacturer’s instructions prior to ordering. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not suitable for installation. We strongly recommend having a survey carried out prior to ordering and contacting our technical dept for any questions you may have.
1.14. Eco Fires and Stoves Ltd reserves the right to refuse the supply of goods at its discretion ordered by you or to deliver to any particular postcodes.
DELIVERY
2.1 Delivery charges are to most areas in Mainland United Kingdom. A charge is made for the delivery of goods to remote areas and we Endeavour to keep the charge as low as possible.
2.2. Delivery is to Mainland UK only. Unfortunately, we do not make overseas deliveries. However, it may be possible for you to make your own collection arrangements in you live outside of Mainland UK. Ccontact us for further information.
2.3. We will only deliver goods to the billing address on the order.
2.4. We carry our most popular products in stock. We always quote up to 28 working days (not including Saturdays, Sundays or public holidays) Delays in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we or our suppliers are temporarily out of stock or the item ordered is a special order, we will notify you of this position and you should allow up to 28 days for dispatch of the goods.
2.5. If you require your order by a specific date, provided we are able to obtain the products we can arrange an express delivery for an additional charge. If ordering from our website please add this information into your delivery instructions.
2.6. Please note: The delivery cover ground floor only with a one man delivery, if you have any special requests for delivery (for example if you live in a flat) please make us aware of this at time of purchase and we shall endeavour to arrange a special delivery for you, this may come with an additional charge, please contact us for further information. Certain items will be delivered on a pallet. In these cases, the driver is only available to leave the item outside your house. You must make your own arrangements for unpacking the pallet and taking the product into your home.
2.7. If you are unable to accept delivery on the day we have agreed, please notify us as soon as possible and at least 24 hours ahead of the planned delivery day. If you do not notify us within this time and we were unable to deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee.
2.8. You should examine your goods as soon as reasonably practicable during and after delivery to check for any damage or missing items or parts. If you receive goods in a damaged condition or missing parts, please make a note of this on the dispatch note, you will need to notify us of this by phone, email or letter in any case within 4 hours from receipt of goods.
2.9. If you find any damage or missing parts, Ccontact us as soon as reasonably practicable. We will not accept liability for claims which are damaged, incorrect, shortage or with missing parts which are not notified within a reasonable time.
2.10. Where goods have been ordered without the required accessories to install the goods purchased, e.g. a spacer kit for a electric fire or flue pipe for a stove, we cannot be held responsible for this and a delivery charge will therefore apply. We would strongly advise you to ensure you have everything you require before proceeding to purchase any goods from us to avoid unnecessary additional costs thereafter.
COLLECTIONS
3.1. Orders placed on this site can be collected once notification has been given that the goods are in stock.
3.2. You must provide a telephone number if you choose to collect your goods. We may call you to ask whether and when you intend to collect the goods. If we are unable to contact you we may stop holding the goods available for you.
3.3. Once you have been notified that goods are ready for collection, they must be collected within 7 working days from the date of notification. You will need to take the credit or debit card used to make payment along with an official form of identification, which verifies your name and address such as a bank statement, driving licence or utility bill. On arrival, please present your identification and reference number to the warehouse manager or sales representatives.
INSTALLATION
4.1. Eco fires and stoves Ltd employ staff who are qualified to advise on fitting and we provide an in house fitting service if required.
4.2. Installation of gas fires requires a Gas Safe or Hetas registered engineer and any electrical work must be carried out in accordance with current regulations. Gas Safe regulations require its members to work to recognised standards.
DO NOT ALLOW ANY NON-GAS SAFE or HETAS REGISTERED PERSON TO INSTALL THE Fireplace or stove if gas or solid fuel. This is likely to lead to damage to the goods and a dangerous installation. It will also invalidate the guarantee.
4.3. If goods are purchased on a supply only basis we strongly recommend that you do not book fitters for your appliances until you have received and inspected your goods. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
4.4. If goods are purchased on a supply only basis we shall not be liable for any losses, costs, damages, charges, or expenses due to damaged items once installation has commenced. This also includes incorrect or missing parts.
4.5. If goods are purchased on a supply only basis manufacturer’s instructions and current gas and electric regulations must be followed exactly. Failure to do so invalidates the and seriously compromise safety.
4.6. Most fireplaces, fire surrounds, back panels, hearths and inserts are not guaranteed to withstand heat produced by the fires used with them unless they are balanced or power flue products
Alterations to these items may be required even after installation to prevent cracking or blemishing.
The fitting of a full fireplace requires a competent installer who is familiar with the various options of building work required to suit each individual installation. We strongly recommend using the services of our installers who have vast experience of the installation of fireplaces as each installation will vary.
CANCELLATIONS AND RETURNS IF GOODS PURCHASED ON A SUPPLY ONLY BASIS
5.1. If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 7 working days from date of delivery or collection for credit or refund provided that you return the goods at your cost as sold in pristine condition in their unopened original packaging with all components and accessories. Goods must be complete, unused, and in as new condition; for example, if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in any way and must be repackaged as received.
5.2. Prior to retuning any item(s) we must receive a letter, phone call or email to confirm your request to return and the reason why you wish to return the product.
5.3. When returning products you must ensure you use an insured delivery service. We will not be liable for any damage caused by the courier on the return. All returned items will be checked and any damaged items will be refused.
5.4. When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you. If we receive a returned item that is not in the condition we sent it or have missing components we reserve the right not to issue a refund.
5.5. Please note, special order and bespoke items may carry administration charges upon return at any time.
5.6. Eco fires and stoves will not accept liability if a product is not suitable for your chimney or flue. We strongly recommend that all customers view the product before ordering and have a survey carried out by a professional installer
5.7. We are unable to accept the return of goods specially ordered to the customer´s specification.
5.8. All products returned after 7 days of receipt will incur a re-stocking charge of 15% of the total purchase price paid plus any additional costs we may have incurred. We also reserve the right to refuse any returned items after 7 days.
5.9. All replacement products or parts must be paid for in full. If the original product/parts were sent out due to Eco Fires and Stoves Ltd error or if they were damaged or faulty, a refund will be issued on their return.
REFUNDS IF GOODS PURCHASED ON A SUPPLY ONLY BASIS
6.1. Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods.
6.2. The following refund policy applies (a) Within 7 days of receiving your product(s) The goods are returned as new and unused, in the original box and packaging, including all accessories and are in a re-sell-able condition, you will be refunded the full invoice price less any delivery charges within 30 days of our receiving your notification. Special order items will incur a 20% re-stocking charge.
(b) If goods are returned in a condition, which prevents them from being resold as new, we are unable to accept the return. You will not be refunded and the goods will be returned to you and the cost of delivery charged .
FAULTY ITEMS IF GOODS PURCHASED ON A SUPPLY ONLY BASIS
7.1. If you suspect that your goods have developed a fault, first check that the problem is not something like a blown fuse on an electric fire or soot deposits on a gas fire pilot. Check the manufacturer’s manual, specifically the fault finding/troubleshooting section to see whether you can resolve the problem. Also, locate the manufacturer’s helpline and call to find out if they have theirs own repair procedure.
7.2. If the fault remains unresolved, please contact our Customer Service Department at your earliest convenience. We offer the following options to resolve the situation
(a) We shall arrange for either a replacement product or replacement parts to be supplied free of charge. These parts will be delivered to you at our expense and the faulty item shall be collected.
(b) A full refund – providing the item has been verified by a qualified engineer as being faulty, we shall arrange for the item to be collected from your property and a full refund given. If we find that the item has any accessories or components missing we shall carry out the refund and take out a fee to cover any costs.
7.3. We will reimburse any amounts you have paid to us within 30 days of return of the goods, having deducted any return, repackaging or retrieval costs and administration fee if applicable.
7.4. Please note, any faulty items have to be seen by an authorised engineer before any action can be taken. If your goods are not found to be faulty, a call-out charge may be incurred.
7.5. All goods supplied are covered by the terms and conditions of the manufacturer’s guarantee for a minimum period of 12 months. This guarantee specifically excludes faults caused by accident, neglect, misuse or normal wear and tear.
7.6. Gas fires will produce some levels of carbon soot, this will be more apparent on lighter fuel beds such as pebbles and driftwood. This could begin to happen as soon as the fire has been installed. This is not a fault with the fire and in no way affects the performance of the fire. Regular maintenance such as removing the fuel effect and brushing the carbon deposits off should help. We shall not be liable for any losses, costs, damages, charges, or expenses should this occur.
DATA PROTECTION
In order to prevent unauthorized access to the data, which you have provided us with, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.
8.1. Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties. We may, at a future date, wish to contact you with selected product offers, which we think, may be of interest to you. If you would prefer not to receive such offers or wish to know what data we hold against your name, please write to our Customer Service Department, Unit 16 Grove Farm, The Street, Crookham Village, Fleet, Hants. GU515SD
COMPLAINTS PROCEDURE
If, in the unlikely event, you wish to make a complaint, please contact us be phone, email or in writing and send to: Eco Fires and Stoves, Unit 16, Grove Farm, Crookham Village, Fleet, Hants, GU515SD
We will fully investigate the matter and contact you within 10 working days from receipt of your complaint. This guarantee is in addition to any warranties or conditions implied by law. Nothing in these terms affects your statutory rights.
GOVERNING LAW
All contracts formed between us for the purchase of items from Eco fires and Stoves Ltd shall be governed by English law and any dispute shall be subject to the jurisdiction of the English Courts. If any provisions of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
GENERAL
Eco Fires and Stoves Ltd is registered in England and Wales, under Company Number 06645215. VAT Reg No: 937758469
Registered Head Office: Unit 16 Grove Farm, The Street Crookham Village, Fleet, Hants, GU515SD Trading Address 1: 163 Fleet Road, Fleet, Hampshire, GU513PD. Trading Address 2: 16 Grove Farm, The Street, Crookham Village, GU515SD