Electic Fires | Gas Fires | Home Heating from Fireworld

Fireworld Terms and Conditions



Contract

The following terms and conditions are for the sale of goods from this web site and will govern any contract between the Fireworld (“the Company”) and the customer (“You”) and shall remain in place or prevail over any terms and conditions contained or referred to in order or correspondence or implied by trade, custom practice or course of dealings (these terms do not affect your statutory rights). Please read these terms and conditions carefully as they will form the basis of any agreement between us if you wish to proceed with an order. Most of our prices include delivery to mainland UK unless specified otherwise and include vat. We recommend that you print a copy of these terms and conditions for any future reference.

General

  1. Nothing shown on this web site will constitute an offer of goods or services.
  2. To order goods through this web site you must be at least 18 years of age.
  3. This contract is subject to the law of England and Wales. All disputes arising will be resolved exclusively to the jurisdiction of the courts of England and Wales. We operate a complaints handling procedure that offers you the opportunity to resolve any disputes you may have when they first arise. If you have a complaint please contact us at expect a reply within 14 Days.
  4. The Fireworld has a privacy policy for all customers with regard to their personal details which are securely stored. We will make every effort to keep your details secure and we will not supply or sell any customer details to any outside organisation or third party at any time.
  5. We reserve the right to make amendments at any time to this web site without prior notice by adding or removing services. This will be without any liability to you. We also reserve the right to withdraw any discounts offered at any time at our discretion.
  6. Failure by the Fireworld to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions. Similarly if any of these conditions are found to be unlawful or void or unenforceable then that provision shall be excluded and shall not affect the enforceability of the remaining terms and conditions.
  7. Any links from this site to other web sites have been included for you convenience only. However the inclusion of a link does not imply that we endorse any responsibility for the linked site, its content or provider. Access to a linked site will be subject to that sites own terms and conditions to which you should refer.
  8. All images on our website show approximate sizes and measurements and whilst we endeavour to ensure there accuracy, it is advised that you consult any links provided to verify the size of the item with the specific manufacturer, as specifications can change hence all manufacturers reserve the right to change their product without notice at any time.
  9. These terms are subject to change at any time without prior notice to you.
  10. To the fullest extent permitted by law, the Fireworld is providing this site and its contents on an “as is “basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied with respect to this web site or the information, content, prices, materials or products included in this site including without limitation warranties of merchantability, satisfactory quality and fitness for a particular purpose.

Ordering

  1. The price you will pay for the goods is shown in the total order section of the shopping basket together with any relevant delivery charge where applicable. Although we are entitled to make further adjustments to the price after you have placed your order despite it being a legally binding contract to include any errors or supplier increases. In the unlikely event that we do change the price then you can either accept this or terminate the contract by notice to us in writing.
  2. The Fireworld reserves the right to refuse the supply of goods at its discretion ordered by you or to deliver to any particular postcodes.
  3. On receipt of your order we may find the price quoted for the goods has changed. If this happens we will inform you of the new price and ask if you would still like to proceed with your order. If you are not prepared to accept any further charges then we will refund all monies paid by you and terminate the contract with no further liability to either party.
  4. Once we have confirmed to you in writing that your order has been accepted, it is then and only then that we have a legally binding contract to supply the goods as requested.
  5. We accept most credit card / debit card payments securely online.
  6. Unfortunately we do not accept Cheque payments. If you do not have a valid, current, credit or debit card or simply don't want to pay using this method, then we can still help you. We do accept bank transfers via BACS (generally a 3 day payment process) or CHAPS (generally a same day payment, if made before midday) directly in to our account (speak to your issuing bank for further details and or costs on either of these payment options). If you would like to pursue this option, then please email or our sales team who will be able to supply you with the relevant company account and sort code information, to enable to you to make a payment transfer. We also require an email from you confirming, the goods you wish to order, when you intend to send the money, the amount, issuing bank and the individual account name of the person sending the money to us. We do not require your account number or sort code. The reason we ask for this information is to identify your payment easily, so that we can process your order as soon as the payment is received to avoid unnecessary delay.
  7. All goods remain the property of the Fireworld until such time as the goods are paid for in full.
  8. Where goods have been ordered without the required accessories to install the goods purchased, e.g. a spacer kit for a gas or electric fire or LPG conversion kit for a gas fire, we cannot be held responsible for this and a delivery charge will therefore apply even if the original delivery did not incur a delivery charge. 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.
  9. In addition to your consumer rights, we also reserve the right to terminate this contract between us without penalty, within 7 days from the date we accept the order. In which case we shall refund you the amount paid and you shall return any items you have received.
  10. You will be asked to acknowledge that you have both read and accept our terms and conditions of sale before finalising your order by using a simple tick box.
  11. Once you place and finalise your order online, payment will be deducted at that point, in time and a confirmation email will be sent to the email address you have provided on your order. We ask that you carefully check your order confirmation to ensure you have ordered the correct goods and notify us by email, if any corrections are required. If for any reason you don't receive a confirmation of your order via email within an hour of placing your order, then subject to security settings either on your computer or by your service provider. We ask that you check your junk / spam folder, to ensure the confirmation has not been deposited in there, as this can be quite common. In the unlikely event that you still do not have a confirmation, simply email our sales team who will be happy to provide an additional copy. If your order is amended at any stage, then we will send you an updated confirmation of order for your records.
  12. We also strongly advise you not organise the installation of your goods with any qualified installer based on any provisional delivery dates given to you, as goods can sometimes be short delivered, arrive damaged or can be lost in transit to you.

Cancellation of orders

  1. As a consumer your purchase is regulated under the Consumer Contracts Regulations for items bought online or at distance. Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive your order. You have the right to cancel an order within 14 days for whatever reason (with the exclusion of point 2 below), although you must provide us with such notice in writing either by email, by post or by fax. A cancellation request form is also available on request although you are not obligated to fill in this form to notify us of a cancellation as this can be done by the aforementioned methods which are by email, by post or by fax. Please note that the Consumer Contracts Regulations clearly state that you will be responsible for the costs of returning the goods to us unless the item was sent to you in error or the item is faulty. The 14 day period starts from the day you receive the goods, although goods do not have to be returned within this 14 day period. We will refund you within 14 days on return of the goods. However the goods supplied must be kept in good condition and unused as the customer has a duty of care in law concerning the goods during the cancellation period. You should return the goods with their original packaging with a view to minimising the possibility of transit damage. For your protection, we recommend that you use a recorded delivery service with insurance to cover you in the event of any damage or loss sustained during your return of the goods. You should also be aware that once we begin the delivery process and or have performed the delivery and or have arranged collection on your behalf, that you will not be able to cancel any contract you have with us for these services carried out by us for you, hence we reserve the right to recover such costs where applicable that we have incurred to deliver the item and or processing the item on its return where an administration charge would apply which varies from item to item. Business to Business transactions are exempt from the Consumer Contracts Regulations.
  2. The right to cancel does not apply to goods that are personalised or made to a consumer's specification otherwise known as 'Bespoke' goods. Where this applies to goods on our website this will be made clear in the notes section of each product or by way of notification in writing or both. The company is also not obliged in law to accept any returns after the 14 day period has elapsed and should the company choose to do so it will be at the company’s sole discretion. If products are accepted back after this time, then they will be subject to a minimum re-stocking charge of 30% of the total purchase price paid plus any additional costs the company deem to have incurred in the return of such products be it administration, transport or warehousing costs.
  3. All refunds will be made in pounds sterling (GB) to the sum paid at the initial point of sale. The Company will not accept any liability for any differences / changes that may occur in currency between the time of the initial purchase and time of a refund being made.

Liability

  1. All goods are supplied in good faith as soon as possible, although we will not be liable for any consequential loss or any other losses that you suffer as a result of any breach of our agreement, except those which are a foreseeable consequence of the breach. In particular, as the goods and services are provided to you as a consumer, we cannot accept any loss of profit, loss of contracts and loss of revenue or other business loss or depletion of goodwill that you may incur as a result of any breach of our agreement. Any injury damage or loss arising directly from the negligence of the Fireworld or any of its agents will be limited to a refund of the value of the goods purchased, together with any other charges paid.
  2. Goods are subject to availability. If the goods become unavailable due to delays on the manufacturers part or if we fail to supply the goods for this reason or any other reason beyond our control, we will refund all monies paid in full for the goods, although we will not accept any responsibility for compensating you for any losses you may suffer in connection to this delay.
  3. Many of the products shown on our web site are of a technical nature. Due to the vast range we offer it is impossible to show all product details and to keep them accurate at all times. All drawings, descriptions and specifications are merely for the purpose of providing you with approximate information about the goods before you make a purchase. We provide links where available to most of the manufacturers web sites where you will find more detailed information on the products of interest to you, or alternatively you may call the respective manufacturer of the product you are interested in purchasing, who will be able to answer any further questions. All the information contained in the website is to assist in your choice of a suitable product. This is not intended to be all the information required to install your goods. This can be obtained from the manufacturer themselves. However if you do purchase goods from us based on information on our site which are of an unsuitable specification, which was not apparent at the time of ordering, then we will accept the return of the goods in good condition under our terms and conditions procedure as detailed under ‘delivery & returns’, although any damage or missing parts may be subsequently charged to you to be deducted from any refund.

Delivery & Returns

We will endeavour to deliver goods within any estimated timescales indicated on our website, although goods are subject to availability and delay in delivery of goods is sometimes out of our control. Delivery timescales are estimated as shown on each and every product on our website, although deliveries are normally made within 28 working days. All delivery dates are estimated only and we shall not be liable for any consequential loss or any other loss, costs, damages, charges or expenses incurred by you in the delayed delivery of the goods to you however caused. We therefore strongly recommend that installation dates for goods purchased are not made until such time as the goods arrive with you in a safe and undamaged condition.

At Fireworld we always want shopping to be a pleasant and satisfying experience for you. In order to achieve this, we would like explain the delivery procedure, receiving of goods and our returns policy to you, so that you know exactly what to expect with regard to delivery and in the unlikely event that you need to report any damage / missing parts or return any goods to us.

Delivery Procedure

Once we have received your order we will check all the details over carefully, at which point we will send you a return email accepting your order. At this point we will be able to answer any additional questions you may have regarding your purchase. Once this is done and payment in full has been received, we will then process your order as quickly as possible to ensure you receive your goods promptly. Although we are frequently asked, we may be unable to confirm whether it will be an AM or PM delivery due to the varying types of freight company's we use and the general logistics of the road network on the day of delivery. Deliveries are carried out between Monday - Friday only (excludes weekends, bank holidays & annual closures/shutdowns) and normally between the hours of 8am - 6pm.

Order Processing

Whilst we normally dispatch stock items within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. However rest assured we will dispatch the item to you as quickly as possible or as soon as it becomes available, although if the order is delayed by more than 14 days you will have the right to request a refund and to cancel the order. We also strongly advise you not organise the installation of your goods with any qualified installer based on any estimated delivery dates shown on our website, as goods can sometimes be short delivered, arrive damaged or can be lost in transit on route to you.

Delivery of Goods

Once you order is processed we will only deliver the goods to the delivery address that you have given us on your order and we reserve the right to refuse delivery to any particular postcodes as stated in our terms and conditions. In instances were we say delivery is free on a product this will only be to mainland UK unless specified otherwise. However, we reserve the right to levy an additional delivery charge for more remote locations in the UK, where applicable, which maybe dependent on both location and the product ordered. We do not ship products overseas outside of the UK under any circumstances. If, you need to amend the delivery address then you would need to notify us of this in writing via email and certainly before goods are shipped as thereafter we may not be able to amend the delivery address once your order is in transit. Additional assistance will be required to offload the goods from the vehicle when it arrives at the delivery address due to the varying nature, size & weight of the goods we offer and especially as all deliveries are 1 man, kerbside service unless we specify otherwise which would be stated on the individual product in question, where applicable, on our website. In the case of very large or heavy items these will be delivered on a pallet. Again, the delivery service offered on this type of product is based on a 1 man, kerbside, only delivery. Note - All deliveries irrespective of what goods are being delivered are to a ground floor address as the couriers are not insured to carry goods into your property/delivery address nor up flights of stairs. Due to the nature and weight of some products the goods may arrive palletised so you will need to arrange additional assistance to offload the goods from the vehicle/pallet when they arrive at your nominated delivery address. The products are delivered on a pallet normally by a vehicle in excess of 7.5 tonnes or more so please ensure to have adequate access and to advise us in writing by email if your property has any difficulties with access as soon as you have placed your order so we may look to make alternative arrangements to avoid you incurring additional costs in the event a delivery cannot be made if the vehicle cannot deliver safely to your location. If, there are access issues for palletised deliveries and you advise us in advance of dispatch in writing via email then we maybe able to arrange a smaller vehicle where possible although in these instances you would be liable for any additional costs we incur in providing this service where applicable. You will also need to fully unwrap and visually inspect the goods on delivery for any signs of transit damage before signing for the goods which is not just classed as saying you have received them but that you have received them in a satisfactory, good condition, free from any signs of damage. Now we and our suppliers use reputable freight companies to transport your goods and as stated you will be required to sign for them on receipt (please see further information in the next paragraph with the heading “Signing for Goods” for more specific in depth information of how to sign, check and report any damage or missing parts found on delivery . Once a consignment of goods is shipped it becomes the freight company's responsibility to transport the goods safely to the intended destination. By signing the consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in "Good Condition" unless you state otherwise on the delivery note that that the goods have been received damaged. Consequently we will not be able to replace any damaged goods free of charge if not mentioned on the delivery note and or not brought to our attention in writing via email within 48 hours of receipt of the delivery of the goods. Please be aware that the freight company/courier will only move the goods to the nearest point i.e. kerbside, depending on access. The freight company/courier will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps or gradients/slopes. Unfortunately due to insurance and health and safety reasons the freight company/courier is NOT permitted to move the goods inside your property for you. It is for these reasons why we recommend that you have help on hand to accept delivery of the goods on arrival at your property, as deliveries are unless we specifically state otherwise in writing on our website by 1 delivery driver to ground floor addresses only who will require assistance with offloading and or moving the goods at your nominated delivery address on arrival.

Signing for Goods

When accepting a delivery, if you do not have time to examine the goods, then you should cross out "Received in Good Condition" and write on the consignment / delivery note "Received Damaged" and then sign for the delivery. This will then give you an extended period of time of up to 48 hours to examine the Goods and report any damage and or missing parts to us. After this time we cannot accept any claims for damage caused by the freight company as you have signed for them as "Received in Good Condition" or words to this affect that appear on all freight delivery notes. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign "Received Damaged" if you are unable to check any item thoroughly on receipt. Freight companies will also not accept any claims for damage in instances where goods are signed for as "Unchecked" as this is classed in the same way as signing for the goods as "Received in Good Condition", so please for your own protection do not sign for goods in this way otherwise you will indemnify the Freight company of any liability in respect of any damage claim and will be taking that responsibility on yourself.

Damaged or Missing Goods

If within 48 hours after receiving the goods and signing for them as "Received Damaged" you find damage or missing parts not visible at the time of delivery, then you should report it to us immediately in writing by email, letter or fax. Failure to do so will not entitle you to a valid claim and we shall have no further liability for the goods said to be received damaged or missing on delivery after 48 hours from receipt of the delivery date. Similarly if any items are found to be damaged or parts missing on receipt we will arrange the exchange / replacement part or goods to be sent to you free of charge as soon as possible.

Delivery Liability

As soon as we have delivered the goods you will be responsible for them. If however you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the freight company tried to deliver the goods to you. The freight company shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for a additional delivery charge caused by these events in the re delivery of the goods for a second time. You should also be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any contract you have with us for services we have carried out by on your behalf e.g. postage and packaging services.

Returns

Please note if you decide within the 14 day cooling off period that you simply do not wish to retain the goods or wish to exchange the goods, then the goods should be returned insured via recorded delivery to us in an undamaged and unused condition with their original packaging and with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged. Please also retain proof of insurance, if you have chosen to insure the goods, and proof of posting as we will not accept any liability for goods lost or damaged in transit back to us. You must also email us in advance of any return and to obtain a returns number. We will not accept any goods being returned without a valid returns number clearly marked on the outside of the packaging and they will be refused on arrival. If on receipt of authorised returned goods we find the packaging, goods or that parts are missing, then we are entitled to make a charge for damaged or missing parts which may affect the amount that we refund to you. Goods must be returned to us within 14 days from receipt of a Returns number, failure to do so will be acknowledged that goods have been accepted and the return is no longer required.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and Internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Fireworld are hereby obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. However it is the consumer that is responsible for organising the return of such goods, to us and the costs involved.

For example, if a customer bought a new EEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item at their own expense.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin 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.
WEEE Directive PDF Version or for more information regarding recycling please visit http://www.direct.gov.uk/en/Environmentandgreenerliving.

Faulty Items

If a product is installed and is found to be faulty or develops a fault within the first twelve months of purchase, we would initially advise you to consult the user and installation instructions booklet for the product. Most manufacturers include a ’trouble shooting guide’ which may enable you to locate the problem and possibly rectify it immediately unless it is gas related in which case you will need to consult a qualified engineer. If you are unable to correct the problem and it still exists then the manufacturer of the product may be able to attend under the first year of the manufacturers guarantee to remedy the situation. If, a manufacturer does not offer any engineer support or they feel it would be better to simply exchange the goods then they may decide to send you replacement goods for exchange instead. In these instances the goods will normally be collected first before any replacement goods are sent which will be done once the faulty/damaged goods have been returned. The manufacturers details are normally on the user / installation booklet or data badge/plate on the appliance or you can find their details in our customer services section of our site under either brochures or brochures & manufacturers. In instances were a product arrives with a fault and or damage on receipt and you have notified us within the prescribed timescales as stated within our terms & conditions and indicated this on the delivery note or electronic device when you signed for the goods on delivery. Then the goods will either be collected from you for a full refund and or exchanged, if exchanged the faulty/damaged goods will be collected first then a replacement will be sent once the faulty/damaged goods are returned. However, the goods do need to be collected in the same manner as they were delivered with all packaging intact including any pallets where applicable in order to ensure their safe return to minimise further damage or issues occurring. Unless stated otherwise on the product you purchased all deliveries are 1 man to kerbside only. Any arrangements you made for additional assistance to move the goods to your property on the original delivery would also need to be arranged again by you when the item is collected from you. So, if you made arrangements for the goods to be carried from Kerbside then the goods would need to be returned to kerbside when collected. However if you need any further assistance then you can email us at


We hope you found the answers to the questions you may have had relating to delivery and returns. However, if you have any additional questions unanswered, then simply email us at the address above and a member of our Customer Services Team will come back to you by return with a reply.

Warranty / Guarantee

  1. All of the products offered on our website come with a minimum, statutory 1 year manufacturer’s warranty / guarantee covering parts and labour. In the event that you should decide to purchase a product which has a parts only warranty / guarantee (which can be confirmed by simply contacting the manufacturer of the product you wish to purchase).If at some point after purchase the product develops a problem, then you would need to organise your own installer / engineer to carry out any remedial work at your own cost. If the product needs to be sent back to the manufacturer for repair, then payment for all transportation costs will be the responsibility of the customer and not the retailer, in the event that the manufacturer is not willing to cover the costs of transportation free of charge. If you have any warranty / guarantee issues with a product, then you may access the manufacturers details by clicking on "Brochures & Manufacturers" at the bottom of this page, where you will see all the relevant manufacturers details to make contact with them. If however, after speaking to them you have any further questions then you can contact a member of our Customer Services Team by email to

Complaints

In the unlikely event that you are unhappy with any aspect of our service or you feel you have cause for complaint, then please feel free to contact us and we will look to respond to all complaints within 28 days from receipt, either by email to or by post, addressed to
Fireworld, Queens Lane, Mold, Flintshire, CH7 1XB


NOTE- THE ABOVE ADDRESS IS A SALES OFFICE ONLY – WITH NO WAREHOUSE

NO RETURNS WILL BE ACCEPTED AT THIS ADDRESS UNDER ANY CIRCUMSTANCES
CONTACT OUR CUSTOMER SERVICES TEAM USING THE ABOVE EMAIL ADDRESS FOR DETAILS OF OUR WAREHOUSE/RETURNS ADDRESS TOGETHER WITH AN OFFICIAL RETURNS AUTHORISATION NUMBER OTHERWISE KNOWN AS A (RAN) FOR YOUR GOODS.
GOODS RETURNED WITHOUT A (RAN) WILL BE REFUSED.



In the interests of training and quality verification, calls may be recorded.