General Information…
Product information is offered in good faith, but should only be regarded as a guide. Confirm any details before making any purchasing or contractual arrangements. Fireplace Products Ltd or its staff can not accept any liability for errors on this web site. We make every effort to provide accurate information, however errors can sometimes occur. The information listed about particular products listed on this website, are intended to inform you about features included in said product, this is not a definitive list and there can be information that has not been added. Dimensions and other technical specifications on this site are mostly as provided by the manufacturers and can sometimes be approximate. Fireplace Products Ltd reserves the right to change/update specifications without notice. If you need specific details relating to individual products, please confirm prior to ordering. All prices shown on this website include VAT at the current U.K. rate. All goods and prices are subject to availability from our suppliers, and can go both up and down without notice .

Please Note - That the invoice that you receive to your e-mail is a confirmation that the order has been successfully received by us. A second e-mail should follow confirming that the order has been Processed, Queued, Awaiting Stock, Not Finished, Failed, or Declined. We will then usually contact you either by phone or e-mail once the goods are in stock and ready for dispatch, to organise a delivery date that is convenient for you.

Cancellations…
Should you order something from us, and wish to terminate the order soon after, if we in turn have ordered that item from our supplier, you will be liable for any charges that we incur as a result of your cancellation. Should the item have come into stock with us, and you then cancel the order, we reserve the right to charge a re-stocking fee of either 20% or £50 (whichever is the smaller amount), to cover any storage, or additional transport fees that we may incur for sending goods back to suppliers as a result of your cancellation.  

Delivery Options…
The benefit of using several different couriers and carriers is that it offers us greater flexibility with regards to delivering the product to you. We have several different delivery specifications available such as a “timed delivery” where you can specific a hour timeslot for delivery. Other methods include AM or PM time slots, and Saturday delivery. All of the these specifications are available at additional surcharges, and are not covered under our “Free Shipping Method” (please note not all specifications are available on all carriers).  

Delivery Details…
Most deliveries will be made using couriers and not our own vehicles, for this reason we ask you to inform us if there will be any access problems for a 7.5 tonne lorry, alternative delivery plans can be made if we have been made aware beforehand (please note this can on occasion lead to additional charges). We try to keep as many items as we can in stock at any one time, and if an item is in stock it will usually be dispatched within 48 hours. If a product is out of stock then we will often advise you of an estimated lead time before any money has exchanged hands.  Please note we will be able to arrange a specific date (when available) but not specific time. The normal window would be from 9am until 5pm Monday - Friday. If we arrange a collection/ exchange dates with you, and you are not in, or refuse the receipt of delivery without gaining authorisation from a member of our staff, then you will be liable for any costs that we may we incur as a result. Dates can be changed without charge if we have enough notice, please contact a member of our sales staff for more information.  

Delivery Day Information…
It is imperative that there will be an able bodied person at the delivery address on the day scheduled for delivery who is available to help the driver (if required) to unload and take the items to the delivery destination.  

Signing For Your Goods…
Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are completely satisfied with the condition of your purchase. Items that have been signed for “cleanly” are deemed satisfactory in condition. If you are unsure about an item, we ask you to contact us prior to signing. If you are not given adequate time by the driver to inspect the goods, if we have instructed you to do so, or if the item is damaged then please sign the driver’s documents as Damaged. This will allow us to open up claims proceedings in the event of damage occurring. Please accept items even if they are damaged, and do not dismiss the driver, if the driver has been dismissed without authorisation from a member of our staff then you will be liable for any re-deliver costs that we may incur. We operate a 48hour inspection window, allowing you up to 2days to take the time and inspect the goods thoroughly. Any problems must be identified to a member of our customer services team within this 48hour window, in order for us to be able to open up claims proceedings. Any problems reported after this window may incur additional carriage costs, for replacement parts at our discretion.  

Claims Procedure…
Should damage occur, we will open a claims proceeding. It is vital for us to gather as much information about the nature of the damage and how it occurred, through this we ask if you can provide photographs of the damage, and then e-mail them over to us. This helps to speed the claims proceeding along so that we can rectify any issues in a timely fashion. The documentation that is signed for at the time of delivery will play a pivotal role in these proceedings, so please ensure that it has been signed for correctly. If you have signed for something in good condition and then later realise that it is damaged, it is very difficult for us to get a successful claim, and this can result in additional costs being incurred by you.  

General Fireplace Information…
Variations in Stone, Marble, Slate, Granite etc may occur in both shades and veining, this is an unavoidable owing due to the different development and seams in the quarry, but we do guarantee that the material is from the same quarry (unless otherwise stated). Most coloured marbles are inherently imperfect and may contain slight vents within the surface. Brecciated marbles are especially prone to these imperfections with small areas which polish to a lower degree than others. All are sold subject to these usual deformities and are filled, repaired and cramped as necessary, a practice known and accepted by craftsmen. Responsibility cannot be accepted for comparatively small imperfections which may develop in the surface after the stone or marble has been fixed into position. This is caused by modules which make up the material completely drying out and application of good quality wax polish will normally seal and overcome this situation.  

Patterns & Designs…
Where we are undertaking the construction of a fireplace or similar work to a pattern or design seen or supplied, we undertake to reproduce the pattern or design as closely as possible, but the customer must accept that raw and natural materials are  not uniform in colour and texture and, in the case of random stone, in shape or size and it is therefore impossible to reproduce two identical pieces of work and the customer must accept the idiosyncrasies of the materials and the individual craftsmen which result in minor variations in fireplaces and other structures constructed to the same design and such variation shall not cause a compliant.  

Materials…
Firebrick, refractory concrete, cast-iron can occasionally crack with the intense heat and expansion. This will not affect the efficiency of the fire and is not dangerous to the structure. We do not manufacture these items and cannot accept responsibility after installation. We use the best quality kiln dried timber for our production of mantel pieces. Some timber moves in the further drying out process and slight hairline cracks and joint movement may occur and must therefore be accepted by the purchaser. Warranty issues, all solid fuel appliances come with a one year guarantee as standard. Some manufactures offer longer warranty (ask a member of staff for more information on this). Items that are not covered under the warranty include, The Grate, Glass, & Firebricks. These products are classed as consumable items, and replacements are not covered by any manufactures warranty.  

Smoking Fireplaces…
We cannot accept responsibility for existing structural defects within the existing chimney, which lead to smoking. External factors outside our control such as local geography, wind pressure and the degree of insulation and draught proofing can all contribute to or cause smoking and we cannot undertake to guarantee a smoke free fireplace. When installing stoves it may be necessary at a future date to install a flue liner into the chimney. This can sometimes only be determined after installation in the majority of cases this will not be necessary.  

Installation & Fitting…
It is your responsibility to choose a product of appropriate fuel type, chimney needs and dimensions. Once we have delivered your product, you are responsible for storage and installation. We do have a fitting service available in particular areas, but at current is not available across all of the U.K. You can contact us by either e-mail or telephone and we can see if we have a fitter within your local area. If you are fitting the stove yourself (meaning that you are qualified by the appropriate governing body, Gas Safe - Gas, HETAS - Solid Fuel, or have arranged for a qualified installer to certificate the appliance on your behalf) or having a local fitter to do it for you, we would suggest that you do not book a date until you have the product, this will avoid any cancellations due to unforeseen circumstances out of our control or extended delivery times.