PLEASE READ OUR TERMS AND CONDITIONS CAREFULLY, PRINT AND KEEP A COPY OF THEM FOR YOUR REFERENCE.
2.1 When you place an order with Fireplace Factory Outlet LTD, you are making an offer to buy goods.
2.2 We will send you an e-mail to confirm we are processing your order, but this does not mean we have accepted it.
2.3 In the unlikely event that the goods are no longer available, or we have made a pricing mistake on the goods or the delivery cost, we will contact you with the correct details. You may then cancel your order or re-confirm it based on the correct information. If we are unable to contact you within 5 days of you placing you order, we will cancel the order.
2.4 If the goods are not available, we may contact you to offer to supply you with alternative goods. These goods will never be dispatched to you without informing you and gaining your agreement to accept the substituted goods.
2.5 Your order will be accepted by us, and a contract will then be formed between us when we dispatch the goods to you.
2.6 All new goods supplied have 1-year seller guarantee, those sold as ‘factory second, returns, refurbished or ex-display’ are covered by the standard 14 days statutory returns policy.
2.7 Guarantee does not cover altered goods, used consumables, general wear and tear, previously fully refunded goods, gifts, promotional goods, or those sold as: factory second, returns, refurbished or ex-display goods.
3.1 All prices shown are inclusive of V.A.T.
3.2 We cannot remove bids from auction items, if you no longer want an item, an unpaid item case will be opened.
3.3 Your order will be dispatched for delivery only when payment has been made and the funds are cleared.
3.4 All payment are made through third party payment transaction companies, we therefore do not have any access to your
financial or bank details.
4.1 Delivery charges will depend on the weight and dimensions of the goods you order, and the location of the delivery address. Some products may incur an additional surcharge and this is clearly shown in the product description.
4.2 We do not post to Northern Ireland, Jersey, Guernsey and other highlands and isles.
4.3 Next working day delivery is available to mainland UK only.
4.4 Next working day delivery is not available for large items. Please see individual item description for further details.
4.5 The goods will be delivered to the address you give when you place your order. It is the customers responsibility to ensure shipping address is checked and correct at the time of purchase.
4.6 When our courier delivers your goods you will be asked to sign for the goods to acknowledge that you have received them. Please check the packaging before signing.
4.7 When courier delivers your goods, they will not be bringing items into your premises, assembling flat packed items or removing waste packaging.
4.8 Order placed before 12 noon on a working day will be processed that day and will be delivered in line with the delivery option you selected, provided your payment has cleared and all goods you ordered are available.
4.9 If your TNT, DPD, or other courier delivery fails twice, your order will be returned to us and if you wish us to redeliver or cancel the order, the order will incur cost of the delivery charge.
4.10 If your Standard courier delivery fails, redelivery/cancellation charges will apply. The amount will depend on the location, where the delivery is being made.
4.11 We make every effort to ensure we deliver the goods as soon as possible after your order has been accepted. In the event of a delay we will contact you as soon as possible.
4.12 All timescales refer to working days (Monday to Friday only, excluding bank holidays.
Returns and cancellation
5.1 In line with the Distance Selling Regulations, you have the right to cancel your order up to 14 days (10 working days) starting from the day after you receive the goods. If you wish to do this you must inform us in writing via letter, fax or e-mail – we are unable to accept cancellations by phone.
5.2 You will be responsible for returning the goods to us at your own expense.
5.3 Please ensure you include a returns form detailing your order, name and address and the reason for return as this helps process your return.
5.4 If there is a problem with the goods, please contact us on our Customer Service telephone number on our contact us page of the website.
5.5 If goods are damaged or faulty photo or video proof will be requested. This would be in addition to the minor cosmetic damage you accepted as part of our general sales policy. This would be additional damage other than that accepted by purchasing goods sold and described as ‘factory second, returns, refurbished or ex-display’.
5.8 If you decide to cancel you order after the goods have been delivered to you, you will be responsible for returning the goods to us at your own expense. You must ensure that the goods are adequately packaged to protect against damaged and are still in a sale-able condition. If you fail to take reasonable care of the goods before they are returned to us resulting in any damage or deterioration, we will charge you for the reduction in value.
5.9 If you fail to return the goods, we may decide to collect them, and we will charge you the direct cost of the collection.
5.10 This returns policy does not affect your legal rights