1. Use of Fireplace World
1.2 Your Obligations As a user of this web site, you acknowledge that any use of this web site, including any transactions you might make, is subject to the terms and conditions set out below. Your attention is drawn particularly to our policies on returns and refunds, on delivery and also to our practice regarding the security and privacy of any information you might supply us with.
1.3 General Provisions We reserve the right to change these terms and conditions at any time. Any such changes will be deemed effective on the date these are posted on this web site and it is your responsibility to read these terms and conditions each time you use this web site and your continued use of this web site shall signify your acceptance to be bound by these latest terms and conditions.
1.4 Miscellaneous Provisions The contract between us shall be governed by the laws of England and any dispute between us shall be resolved exclusively in the courts of England. These terms and conditions supersede all prior documents relating to the use of this web site.
1.5 Website Operator This website (which trades under the name of Firecraft West London, www.londonfires.co.uk) is fully owned and operated by Firecraft West London, registration number: 07579328, Registered Address: First floor, 10 College Road, Harrow, Middlesex, HA1 1BE
2.1 Order Processing We process orders on this web site using a custom built shopping cart. The last stage of this process is a confirmation page that sets out the final details of your order including the cost of goods we will supply and any applicable delivery charge. After your payment has been processed, we will send you an order acknowledgement email detailing the products you have ordered. This email acknowledgement is neither an order confirmation nor an order acceptance by Firecraft West London. Acceptance of your order and the completion of the contract between you and us will only take place once the ordered goods have been dispatched from us.
2.2 Placing an Order In order to place an order on this web site, you will be required to supply your email address, name, billing address information, delivery address information if a separate address is required, and contact telephone number. During the ordering process you will also be required to create a password for the purpose of managing your account. We will not use your email, personal or contact details for marketing unless you expressly grant us permission by ticking the relevant option during the ordering process.
2.4 Payment We accept payment from most major card suppliers; this includes Visa, Visa Debit, MasterCard, American Express and Maestro.
Please note that during both payment processes we do not store your credit or debit card details, nor will we share customer details with any third parties.
Please also note that no order will be accepted without payment in full. We will not "reserve" stock with a partial deposit, neither will we dispatch an order without having received the full amount of payment.
2.5 Alternative Payment Methods As per the above condition, we will not accept an order without full payment, however we can make provision if you are unable to make payment with a credit or debit card or via PayPal. In this situation, we will consider accepting payment via cheque. Under these circumstances, please contact us on 0208 840 4077 to discuss a sale with our sales team, then post a cheque made payable to Firecraft West London to our business address. Once we have received payment and it has cleared in full, we will raise your order with the details you have supplied and then treat it as we would any other order and it will be bound by the same Terms and Conditions.
2.6 Stock Availability Supply of goods is subject to availability of stock, and we make every effort to display the accurate stock level on our website at all times. it can occasionally be incorrect. In the event of unforeseen shortfalls in stock or if we are unable to supply the goods immediately, we will inform you of any potential delays at the earliest possible opportunity. If we are unable to supply your goods within an acceptable length of time, you will be entitled to cancel your order and receive a full refund.
2.7 Price of Goods The price you pay is the price displayed on the web site at the time we receive your order unless there has been an error in web site pricing. We try to ensure that all prices on our web site are accurate at all times, but errors may occasionally occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel but you have already paid for the goods you will receive a full refund. All prices are shown in Pound Sterling (£) and include VAT but exclude any delivery charge unless expressly stated otherwise. All prices are also subject to change without notification, and with immediate effect.
The price of the product will be reduced according to the advertised discount, and orders will be bound by our full terms and conditions as standard.
If you wish to return an order that has been placed with a discount code, your refund will be for the full amount that you paid only.
2.9 Minimum Price The price of our products shall never be less than £0.00. In the event that the price of a product would be below this with the application of a promotion, it shall be excluded from the promotion.
2.10 Extra Discounts From time to time, Firecraft West London will see fit to offer extra discounts. These discounts are given entirely at the discretion of Firecraft West London, and are not limited to or influenced by any specific product, product type, customer or location.
3.1 Delivery Information On delivery, all goods must be signed for by an adult aged 18 or over. We shall make every effort to deliver goods within the estimated timescale but delays can occur due to unforeseen circumstances beyond our control. We shall therefore be under no liability for any delay or failure to deliver the products within estimated timescales.
3.2 Failed Deliveries Failure to be present yourself, or have a suitable representative at your place of delivery will result in a redelivery charge equal to that of your original delivery charge or to the value of the total charge by the third party haulier including VAT, whichever is the greater. This charge is normally around £50 depending upon the proximity of the delivery location to the delivery depot. If a delivery fails to take place due to a fault on part of us, or the independent courier companies we use, we will arrange to re-deliver your item(s) at the earliest possible opportunity, at no cost to you. We will be under no liability for any cost(s) incurred by you to make yourself available to accept a delivery, whether it is successful or not.
3.4 Delivery Limitations In line with the above point, we shall endeavour to deliver within our advertised timescales at all times. However, we accept no responsibility or liability if we fail to uphold these terms under circumstances that are beyond our control, including, but not limited to: Acts of God, floods, storms and other severe weather conditions, strikes, lockouts and acts of war.
3.5 Overweight Items Due to their size and weight, all of our marble, limestone and cast iron products are only suitable to be delivered to an address on the ground floor. We are not able to deliver these items to a flat which is not situated on the ground floor. We shall endeavour to identify any address which is unsuitable for delivery before attempting to deliver, however we will be under no liability if you raise an order to an address that is unsuitable for delivery.
3.6 Title The title to any products you order on this web site shall pass to you on delivery of the products, provided that we have processed and received payment for both the products and, where applicable, for the delivery of the products in full.
3.7 Risk of Loss and Damage The risk of loss and damage of products passes to you on the date when the products are delivered. If you have arranged to have your products collected by, or received by a third party, the risk of loss and damage passes to the third party immediately on collection or receipt of your goods.
3.8 All customers wishing to collect their order must make payment prior to collect collection. (Please note customer collection is only available at our showroom Monday to Friday 10am - 5pm, Saturday 10am - 3pm). If you arrange to collect the goods from our showroom yourself, the risk of loss and damage of products passes immediately to you at the time when the goods are collected. We recommend that you inspect all goods before taking them away as we accept no responsibility or liability for goods that are damaged once they have been collected.
- Change of Order
You may change your order to any other item for no administration fee. If the new item you choose is more expensive, you will be required to pay the difference in full at the time of changing your order. If the item is less expensive, a refund will be raised for the difference and paid within fourteen (14) days. Please note, any amount to be refunded will be returned to you via the same method you used to make payment for the item and cannot be given in any other form.
You may cancel your order completely. We will cancel your order from being despatched and raise a full refund which will be paid within fourteen (14) days. Your refund will be returned to you via the same method you used to make payment for the item and cannot be given in any other form.
4.2 Returns If you’re not happy with the product(s) you purchase from us or just decide you don’t want it/them any more, you are able to return the item(s) to us and either exchange it/them for something else, or receive a full refund. Within 14 days of notification we will arrange to have the item(s) collected and we will either advise you of the collection date, or our couriers will contact you to arrange a suitable date depending on the type of product(s) you have purchased. Collection of returned items can only be arranged from Monday to Friday. We do not arrange collections of trims, frets or accessories which are unsuitable. Any customer who wishes to return any of these goods under this guarantee are required to source their own courier at their own cost once the return has been agreed by us.
If you have opted to exchange your item for a different one, the exchange will be bound under the full list of terms and conditions and will be completed at the earliest possible opportunity in line with our delivery terms and information. If the new item you choose is more expensive, you will be required to pay the difference in full at the time of changing your order. If the item is less expensive, a refund will be raised for the difference and paid within fourteen (14) days. Please note, any amount to be refunded will be returned to you via the same method you used to make payment for the item and cannot be given in any other form.
If you have chosen to return the item(s) for a full refund, once the collected items have been returned to us (or you have supplied us with a verified proof of collection from the courier), we will authorise and process your refund within fourteen (14) days. Your refund will be returned to you via the same method you used to make payment for the item and cannot be given in any other form. A refund of the standard delivery charge will be made, regardless of your chosen delivery method.
4.3 Goods Which are Faulty or Damaged When you receive your goods, whether delivered by us or collected by you, it is your responsibility to inspect them to ensure that they are suitable, free from damage and fully functioning. If any defect or damage is noted, it is your responsibility to notify us within thirty (30) days of delivery. In these circumstances you will be entitled to either a replacement re-delivered at our expense, or a full refund including any delivery charges you have paid.
We strongly recommend that all products are inspected upon receipt whether you intend to install or use them straight away or not as we cannot accept returns outside of this thirty (30) day period.
This policy does not affect any other product safeguards to which you are entitled under product warranties.
4.4 Goods Which Have Been Installed We are unable to offer an exchange or refund in line with the above points if you have installed your item(s). This does not affect your warranty period, as detailed in point 4.6 of these terms.
4.5 Refunds If you are due a refund of any description according to any of the above terms, once the details have been agreed with us we will raise a refund for the necessary amount which will be processed within fourteen (14) days from that point. All refunds will be paid back via the method that the items were paid for originally and cannot be paid back via any other method.
4.6 Product Guarantees and Warranties We provide a one (1) year warranty on all gas and electrical products which starts from the day that you receive your product. Should your item develop a fault within this period, please contact us and we will arrange a suitable repair or replacement. We reserve the right to use our discretion to determine whether to offer a repair or provide a replacement in every situation.
4.7 Warranties of Repairs & Replacements In the event that we provide you with a repair or replacement, in line with the above point, we will provide a ninety (90) day warranty on all parts. In the event that this period is less than the length of time remaining on your original one (1) year warranty, then the remaining time on your original warranty shall be transferred to your replacement product.
4.8 Discontinued Products In the event that we have discontinued a product that requires a repair or a replacement, we reserve the right to offer the most similar existing product in the place of the faulty unit.
4.9 Consumer Rights As a consumer you have legal rights when making a purchase, as outlined in the Consumer Contracts Regulations, and at Firecraft West London we take these very seriously and work hard to ensure that all your rights are upheld swiftly and fully. All of the above terms pertaining to cancellations, returns and refunds are all in accordance with these rights. For impartial information or advice on your consumer rights we would recommend visiting: Which Consumer Rights
4.10 Complaints At Fireplace World we take customer service very seriously, and it is our aim to provide every customer with top quality, professional service in every situation. We understand that sometimes things can go wrong, and that this can cause frustration and inconvenience. In situations where we fall short of the standard that we aim to deliver, we will always do our very best to resolve the situation quickly and effectively. If you feel that we have missed the mark, or have been unhappy in any way with the service that we have provided you with, please feel free to send your comments and complaints to: firstname.lastname@example.org
We are also 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: ec.europa.eu/consumers/odr/ or www.which.co.uk/consumer-rights/regulation/consumer-rights-act
5.1 Product Installation We do not offer any installation for the products that we supply. Whilst the majority of our products are supplied fully assembled, or are suitable for self-assembly and installation, we recommend seeking advice and help from qualified individuals or companies if you feel that you are not able. We accept no responsibility or liability for any damages or injuries sustained, whether to property or persons, during the installation or un-installation of our products. This includes damage to the products themselves and to the installation area. 5.2 Booking Installation Whilst all care and diligence is taken to ensure that goods are delivered to you on time and in working order, delays or damage can occur due to unforeseen circumstances. As such, we recommend that you DO NOT book any installation or employ any workmen until you have received your goods in full and are entirely satisfied with their condition and suitability. We will accept no liability or responsibility for any charges incurred from fitting or installation of any description. 5.3 Bespoke Orders The Bespoke service available on our marble products is subject to all of our standard terms and conditions without limitation. In addition, the following conditions also apply:
- All bespoke orders are non-cancellable, non-returnable and non-refundable.
- Bespoke orders are manufactured according to the exact measurements provided on the bespoke order form (within a 5mm cutting tolerance). It is your responsibility to ensure that the details supplied are correct and we accept no responsibility or liability for products that are not suitable due to incorrect measurements being supplied.
- All bespoke orders are subject to additional charges, and the full price will be provided in the form of a quote. Once this quote has been accepted and an order placed there can be no change in the price.
- Payment in full is required at the time of placing your order.
- Damaged on delivery: any bespoke order that is damaged on delivery will be treated as any standard order, and we will manufacture a replacement for no additional fee and exchange the damaged item as quickly as possible.
- We reserve the right to remove our bespoke service at any time, without notice. At such times this service will be unavailable.
6.1 Use of Goods All products sold through this website are sold on the basis that they are for personal, domestic use only. Any use outside of this will void any warranty or guarantee for which the product would originally have qualified. 6.2 Fitness for Purpose We accept no liability for the installation, application or subsequent use of any goods supplied if this use is not within the accepted operating procedures. 6.3 Electric Fires & Fire Surrounds All electrical products that we supply are supplied with a standard 3-pin UK plug. All appliances that need to be hard-wired must be fitted by an installer with the required registration for electrical work, who complies with all current UK regulations. If this is not adhered to then this will be deemed to void the manufacturer’s warranty and any returns, refunds or exchange will not be permitted. Any modification to a fire surround such as being painted or varnished will also be deemed to have voided the warranty and returns, refunds or exchanges will not be permitted on any surround that has been modified in this way. 6.4 Gas Fires All gas fires that we supply must be installed by a Gas Safe registered engineer. We accept no responsibility or liability for the failure or fault of any gas fire that has not been installed by a Gas Safe registered engineer.
We also accept no responsibility or liability for any damages or injuries caused to property or persons in any capacity during the installation by a third party of any product we have supplied. 6.5 Bio Ethanol Fires In addition to our standard terms and conditions, the following conditions also apply to all Bio Ethanol products:
- Bio Ethanol fires produce a real flame and the burner tray will immediately tarnish with use. This is a natural occurrence and we will not accept any returns on products that have been tarnished through use.
- The Bio Ethanol fires we supply are suitable for use with liquid bio ethanol fuel only. Use with any other form of fuel of any description is extremely likely to cause permanent and catastrophic damage to the product(s) and/or its surroundings and we accept no responsibility or liability for any such damage or injury caused to property or persons sustained through this misuse.
- The bio ethanol fuel that we supply is suitable for use with all the bio ethanol products that we supply. We cannot guarantee its compatibility with other products and we recommend that if you intend to use the fuel with a different product you consult the manufacturer of the fire before use.
- Due to its consumable nature, we can only accept returns of full, unopened bottles of bio ethanol fuel. No returns will be accepted, nor refunds given for partial returns.
6.7 Product Specifications & Descriptions We make every effort to describe all our products as accurately as possible and to give reliable information regarding colour, measurements and technical specifications. We do emphasise, however, that such descriptions by their very nature can only be approximate, and we must highlight that they are to be used as a guide only. 6.8 Product Reviews We include customer reviews as widely as possible to help give an accurate representation of our products. Any customer(s) review(s) on our product(s) or our service(s) are solely the opinion of the person writing and do not form part of the product specification or description. We accept no responsibility for inaccurate information contained in a customer review. 6.9 Product Changes & Developments As the manufacturer of the majority of products available on our website, we are constantly striving to improve the appearance, functionality and reliability of our products. As such, product specifications and details may change without notice and with immediate effect. 6.10 Discontinued Products As manufacturer, we reserve the right to discontinue (or remove from sale) any or all of our products without prior notification or warning.
7.1 Intellectual Property All information and content on this website and in our showroom, including all writing, all images, all video and other material is wholly owned by us. You acknowledge and agree that all copyright, trademarks and other intellectual property rights in any materials and/or content made available as part of your use of our website shall remain at all times vested in us or in our licensors. Likewise you acknowledge and agree that any material and content provided via this website is made available solely for your personal non-commercial use and you agree not to copy, reproduce, transmit, publish, display, distribute or commercially exploit any material provided or facilitate any other to do so. 7.2 Use of Material Use of any material from this website (including but not limited to our logo, images, product descriptions, product information, videos and other material) is not permitted without the express, written permission of us, obtained in advance. 7.3 Inbound Links You are permitted to link to our homepage, provided the link is not misleading, false, derogatory or otherwise prejudicial towards us, or any of our affiliates. 7.4 Liability and Indemnities We will use all reasonable endeavours to provide accurate information via this website but in providing such information we offer no warranty regarding this content, or warranties regarding the availability of the web site, that it will be error free, that defects will be corrected and that the server that makes the site available will be virus free. As a consequence we cannot be liable to you in any way for any loss of content, material uploaded or transmitted through the web site and will not be responsible or liable to you for any loss or damage from action taken or taken in reliance on material or information contained on the site.
We will also accept no liability in contract or tort for any economic losses, loss of goodwill or reputation, special or indirect losses suffered or incurred by any party arising out of or in connection with the provisions of any matter under these terms and conditions.
Notwithstanding the above, our liability shall not at any time exceed a sum equal to the amount paid by you for any products. This provision, however, does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.
8.1 Orders If you purchase a product from us you will be asked to provide certain personally identifiable information such as your name, email address, postal address and telephone number. We will then use this information to process and to fulfil/deliver your order. If we have trouble processing your order we will also use this information to contact you. 8.2 Information Sharing We do not share any personal information we hold on our customers with any third party, other than the minimum required to enable fulfilment of your order. The only exception is if we are required to do so by law. We therefore reserve the right to disclose such personally identifiable information if we believe that such disclosure is necessary to protect our rights and/or to comply with legal processes. 8.3 Computer Log Files As is true of all web sites, we gather certain information regarding your visit automatically and store it in log files. This information will include your internet protocol (IP) address, browser type, your internet service provider (ISP), referring/exit pages, operating system and date/time stamp.
We use this information, which does not identify individual users, solely to analyse visitor trends, monitor entry/exit pages and to track a user's movement around our site.
We also employ third party tracking devices (e.g., Google and Yahoo) to monitor visits to our site, to analyse demographic trends and to analyse conversion rates. Again this information is only used in aggregate and is not linked to personally identifiable information. 8.4 Cookies A cookie is a small text file that is stored on a user's computer for record keeping purposes. There are two types of cookies, session ID cookies that exist only for the duration of your visit to a particular web site, and persistent cookies that are stored on your computer's hard drive for longer periods.
At Fireplace World we employ only session cookies to store information as you navigate and use our shopping cart. As soon as you leave our site (close your browser), your session ID cookie is destroyed.
If your browser is set to reject cookies, you will still be able to use our web site, but your ability to place an order will be restricted.