Terms & ConditionsDEFINITION(S)
This Web Site, www.flames.co.uk, is operated by The Heat Depot Limited T/A Flames.co.uk ('we' or 'us'). These Terms and Conditions apply to all transactions on this site, whether you are ordering on-line or by telephone. Please read them carefully. They do not affect your statutory rights.
1.2. All email and verbal quotes are valid for 10 days unless otherwise stated.
1.8. Full product details are available from the manufacturer's brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer. All product images, descriptions, dimensions and specifications are offered as a guide only and are subject to change at any time by the manufacturer. Do not rely on the product dimensions, images or specifications shown on this site for installation preparation. All gas fires are suitable for natural gas only unless an LPG option is specified.
1.13. A small number of images on this web site may 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 and we strongly recommend viewing the products prior to placing your order to avoid any misrepresentation. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not meeting customers expectations.
1.14. It is the customers responsibility to ensure that products purchased conform to all necessary installation requirements stated in manufacturers 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 the manufacturers technical department for any questions you may have.
1.15. Certain fireplaces are made from natural products including marble and stone. These natural stones are formed over millions of years and as such are prone to fossils and other natural inclusions such as open veining and pitting caused by air pockets. These features are of no detriment to the fireplace and have been deemed acceptable by the manufacturer. As a natural product, marble and stone products are subject to variations in colour and markings. No two pieces of stone or marble are exactly alike. Every piece has unique natural variations, markings, shadings and inclusions which can include fissures, pits, open or dry seams, fossils or glass veins and differ in regard to moisture absorption, surface finish, texture and coefficient of friction. These are not defects but rather inherent characteristics of natural stone and marble products.
1.16. Polished Cast Iron and plated products are not recommended for solid fuel fires as some local discolouration may occur. Occasionally this process, which does not affect the serviceability of the product, may also occur with gas fires. If a slight local change in colour will cause distress, it is strongly recommended that black products are selected.
1.17. Change of a manufacturers product name and model when advertising a product for sale is common sales practice that is often used to give retailers their own product range identity.
1.18. If you are purchasing individual products to be fitted together, it is your responsibility to check whether these items will be compatible and also suitable for your flue type. We can only offer advice on items listed on our website so, if you plan to combine an item purchased from us with another product purchased elsewhere, it is vital that you check with the supplier or manufacturer that they are suitable for combining.
1.19. flames.co.uk reserves the right to refuse the supply of goods at its discretion ordered by you or to deliver to any particular postcodes.
1.20. In the event that a mistake is made when payment is made to us including overpayment, we will only issue refunds once the original payment has been fully authorised by our banks security and fraud department.
2.4. Delivery time estimations are quoted in working days (not including Saturdays, Sundays or public holidays) Delays in delivery of goods is often 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 approximately 28 days for dispatch of the goods. If we are unable to obtain an accurate delivery time for your goods from the supplier, we may cancel the order and advise you once the supplier advises us that the goods are back in stock allowing you to choose whether to reinstate the order.
2.10. We will not be responsible for compensating you for an losses you may suffer due to incorrect items sent, damaged items once installation has commenced. All goods must be thoroughly checked by a responsible person within a reasonable time after delivery and it is deemed that you have accepted all goods once installation has commenced.
2.11. In most instances, damaged item(s) will need to be collected before replacement goods can be sent regardless of their condition. If replacements goods are sent out before the damaged items are collected, they remain the property of The Heat Depot Limited until paid for in full or until we have received the damaged goods back.
2.12. 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.
2.13. It is your responsibility to ensure that we can deliver to your address. We are not responsible for any failure to deliver to addresses that cannot be accessed.
2.14. Due to insurance guidelines, delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the delivery address subject to access. The recipient of the products is responsible for any additional lifting once the delivery has been made.
2.15. If there is no one present to accept the delivery after it has been booked in or a delivery is refused for any reason other than damage or incorrect goods, we will need to make an additional handling charge for re-delivery. Should no one be available to take the re-delivery we may cancel the order and refund your money, excluding any delivery charges.
2.16. We will contact you by telephone or email to make sure that you will be available to accept delivery of the goods on the delivery date prior to dispatch. If you will not be available please request a different delivery date as soon as possible and, in any event, no later than 24 hours before the planned delivery date.
2.17. If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.
2.18. If delivery cannot be made due to the nature of the premises, because there is insufficient access or for any reason that is not within our reasonable control including your absence at the time of delivery, you agree to pay our reasonable additional fees for the failed delivery and redelivery, including an administration fee for re-arranging delivery. We will inform you of the cost of these fees as soon as reasonably practicable, and you will have the option of reconfirming your order including the additional fees, or cancelling your order.. If you cancel your order we will refund the purchase price of the goods, but you agree that we may retain your original delivery fee in compensation for the time and expenses incurred for the failed delivery.
2.19. Delivery of products in the Flamerite range are only able to be delivered to areas up to Dundee. Delivery to areas further North than Dundee is not possible on Flamerite products as we use a specialist delivery service for these items that are used to handling them and unfortunately, they do not cover these areas.
3.4. All collections from our warehouse must be checked over for damage before leaving our premises. Once in your possession your products are no longer insured by Flames.co.uk. Consequently, any claims for damages cannot be accepted.
3.5. We do not allow collections to be made by couriers or freight companies.
4.6. Most fireplaces, fire surrounds, back panels, hearths and inserts are not supplied with manufacturers fitting instructions. 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 a installer who has experience of fitting fireplaces as each installation will vary. We will not be held responsible or accept any liability for fires & fireplaces that have been installed incorrectly or poor workmanship.
4.7. Do not rely on the product dimensions, images or specifications shown on this site for installation preparation. Product specifications are subject to change at any time and we strongly recommend contacting the manufacturers technical department for any questions you may have. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not suitable for installation due to specifications not as expected.
4.8. Stone fireplace surround installation must only be carried out by a properly trained and experienced fitter. It is a not a job for a DIY enthusiast. The consequences of failure of a stone fireplace surround incorrectly installed and secured are extremely serious. Deaths and serious injuries have occurred as a result of stones falling from fireplace surrounds that were not securely fixed. It is essential that fireplace surrounds are designed to be installed and secured to withstand foreseeable abuse such as a child pulling down on a cantilevered mantel shelf.
5.2. Prior to retuning any item(s) we must receive email confirmation of your request to return and the reason why you wish to return the product.
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 has missing components we reserve the right not to issue a refund.
5.5. Special order and bespoke items may carry administration charges upon return at any time.
5.6. Flames.co.uk 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 to check that the product is suitable prior to placing their order.
5.8. LPG gas fires are classed as 'special order items' and will be subject to a re-stocking fee.
5.9. It is at our discretion whether we accept the return of goods after the 14 day cooling off period has elapsed. If products are accepted back after this time, they will incur a minimum re-stocking charge of 25% of the total purchase price paid plus any additional costs we may have incurred.
6.0. All replacement products or parts must be paid for in full. If the original product/parts were sent out due to our error or if they were damaged/faulty, a refund will be issued on their return.
*this fee may vary dependent on the number of items and type of product being returned but will be greater than the original delivery fee.
7.2. If the problem cannot be easily rectified, the next stage will be to arrange for your installer to return back to check that the fault is not due to incorrect installation. If the installer is satisfied that the fault hasn't occurred through incorrect or poor installation, they will need to complete a report which should help determine where the fault is which we can forward to the manufacturer. We are not responsible for charges that may be made by your installer to do this.
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:
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 and a report must be submitted in writing to us 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. Consumable items such as fuel effects, stove glass, fire glass, fire bricks, baffles, bulbs and batteries are not covered under manufacturers warranties.
7.7. If goods need to be collected by us, we are unable to offer timed collection. Collections by the courier company can take place any time between 8am and 6pm.
7.8. Refunds will only be issued once the goods have been returned/collected and have been checked by our dispatch team.
8.2. Warranties specifically excludes naturally wearing parts of 'consumables' such as glass, firebricks, grate parts, log retainers, baffles, thermocouples, oxy-pilot, glass and ceramic fuel effects and rope seal.
WASTE ELECTRICAL AND ELECTRONIC EQUIPMENT REGULATION 2006 (WEEE)
Recycling unwanted electrical products is better for the environment. Lead and other toxins contained in electrical goods can cause soil and water contamination. This can have a very harmful effect on the natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted. Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.
Distributors of new Electric and Electronic Equipment have a part to play in reducing the amount of electronic equipment going into landfill sites. Flames.co.uk offer our customers free take-back of their old electronic equipment on a like-for-like basis when you buy a new electrical product from us.
if purchasing a new electrical item from us we would accept your old electrical item and prevent it going into a landfill site by disposing of it safely. Customers must return their old electrical item to us within 28 days of purchasing their new item. It is the consumer that is responsible for organising the return of such goods, to us and the costs involved.
Under the WEEE Regulations, all new electrical goods should now be marked with the symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
For more information, visit the Environment Agency website here
We are committed to upholding your consumer rights, and are in full compliance with both EU directives, and Consumer Law. For any more information on what these entail, or for impartial advice, we recommend visiting either: Online Dispute Resolution or Consumer Rights Act 2015