High Definition Ceramic Logs

Delivery & Returns

DELIVERY ADVICE

Delivery times for stoves and spare parts will vary depending on whether they are in stock, readily available from the manufacturer or, in some cases, have longer than normal lead times. Please note there are no weekend deliveries - Monday to Friday only.

Stoves - The delivery guidance for stoves is as follows:-

• 5-10 working days if readily available from the manufacturer
• 7 working days to 6 weeks (extreme situation) if goods on backorder and not readily available
• The delivery driver is obliged to wait with you for up to 15 mins while you unpack the goods and check them
• Should the driver refuses to wait please mark the delivery note as "unchecked"
• If a stove is damaged, refuse delivery and do not sign for it - the item will be returned to us
• Orders for delivery to EIRE and Channel Islands can no longer be accepted

Stove spare parts - The delivery guidance for all stove spare parts is as follows:-

• Up to 7 working days if in stock or readily available from the manufacturer
• 7 working days to 6 weeks (extreme situation) if goods on backorder and not readily available
• All spare parts are delivered by courier and need to be checked and signed for upon receipt
• If your goods are damaged please contact our Customer Service Team within 24 hours (quoting your Order Reference and Delivery Note Number)
• Orders for delivery to EIRE and Channel Islands can no longer be accepted

• All Orders must be paid for in full at the time of placing order
• Our trained staff will process your order and confirm your order back by email

Please ensure ALL of your contact details are correct and we have phone numbers that we can contact you on. You will automatically be notified of a delivery date, or if you prefer, you can change this date to one that suits you better.

Exchanges and Returns

If we have sent the wrong part to you we will ensure an exchange at no additional cost to you. However, where a customer has ordered the wrong part for their stove or no longer requires the par,t there will be additional charges such as:-

Return postage charge

15% Restocking charge

Stove glass is cut to size for customers orders so this is NOT returnable, unless faulty

ALL RETURNS AND EXCHANGES MUST BE DONE WITHIN 7 WORKING DAYS

IF GOODS ARE RETURNED AFTER 7 WORKING DAYS A CREDIT NOTE WILL BE ISSUED, LESS ANY RE-STOCKING FEE AND POSTAGE


Dispatch terms and conditions

Where possible all orders received will be despatched the following working day, on a next day service, with the exception of orders received on Thursday and Friday. These will be despatched on Monday.

Next day deliveries

• These will be delivered between the hours of 8am to 6pm, Monday to Friday only
• If you are not available for delivery at the agreed time you may incur a redelivery charge
• Stoves will be delivered on a 7.5 tonne delivery vehicle (about the size of a bin waggon). Please let us know as soon as possible if there will be any problems with access
• These stoves are heavy. As there will only be one delivery driver who will help unload the stove, we suggest you have at least one other person available to assist where possible
• The driver will be unable to move the stove across gravelled or unfinished drives, through narrow openings or up/down steps
• Unfortunately, due to insurance and Health and Safety issues, the driver is NOT able to move the stove inside your house. However, the driver will be able to wheel it into your garage if possible

While we do our utmost to ensure your goods are delivered on the agreed date at the agreed time, this is in the hands of third-party couriers over whom we have no direct control.