Terms and Conditions of Sale are important to create certainty between both parties.
They detail the responsibilities of both ourselves ("The Seller") and you, ("The Buyer").

These Conditions and your Order are considered by us to set out the whole agreement between you and us for the sale of the Goods. Please check that the details in these Conditions and your Order are complete and accurate before you commit yourself to the Contract. If you think there are any mistakes, please make sure we confirm any changes in Writing by our authorised employees or agents. Please ensure that you read and understand these Conditions before you place an Order, because you will be bound by these Conditions once a Contract is formed. terms and conditions comply with existing legislation including the Sale of Goods Act 1979 (as amended); the Consumer Credit Act 1974, if appropriate, (as amended) and any legislation relating to restrictive trade practices.

For all business transactions between the Buyer and the Seller, the terms and conditions of Installaflame.co.uk apply.

By accessing our website and or/ placing an order you agree to be bound by all of the terms, conditions and policies set out below or within the website. Nothing in these conditions affects your rights as a consumer.

Installaflame accepts no liability for any product or service advertised, supplied or otherwise promoted on this site by any third party.

Due to marble and stone being a product of nature the irregularities vary immensely, no two pieces of marble or stone are the same colour or shade. Grain markings vary, most materials (unless man made) have natural craters, and open-grain marble can be mistaken for cracks. Marble and stone is sold subject to filling, polishing and natural defects.

Installaflame.does not warrant that any of the goods or services linked to or advertised on this site comply with data protection or other relevant legislation and Installaflame, accepts no liability whatsoever for any claim arising from such goods or services. Your statutory rights are not affected.

We shall accept no order submitted unless and until confirmed in writing.

We reserve the right but are not obliged to survey the site where the Goods are to be installed. We will notify you if we intend to undertake such survey. If following such survey we determine that such site is unsuitable we shall be entitled to cancel your order with no liability to you other than in a refund of any sums you have paid for such Goods (less our reasonable expenses in carrying out such survey). If the Goods are bespoke to your specification, our liability shall be that detailed in clause below.

You shall be responsible to us for ensuring the accuracy of the terms of any Order (including any applicable specification) you submit and for giving us any necessary information relating to the Goods within a sufficient time to enable us to perform the Contract in accordance with its terms.

Subject to Internet purchase, the quality, quantity and description of and any specification for the Goods shall be those set out in our Suppliers literature and images therein. You should endeavour to inspect a sample of the Materials you order as the Goods, will match such sample in all material respects. We operate a policy of continuous product development and improvement and changes in detail may occur between order and delivery.

You may at any time before any agreed delivery date amend or cancel an Order by providing us with written notice. If you amend or cancel an Order, your liability to us shall be;
Clause 1. in the event that the Goods are bespoke or made to your specification, to pay for the Goods in full, however we shall use our reasonable endeavours to resell or otherwise dispose of the Goods and refund to you the proceeds of such sale, after deducting reasonable storage and selling costs; or
Clause 2. for all other goods, limited to payment to us of all costs we reasonably incur in fulfilling the Order until we receive your amendment or cancellation. If payment has been made by you, we will refund any amount paid by you less such costs.
Where the amendment or cancellation results from our failure to comply with these Conditions you shall have no liability to us for it.

Deliveries to customers are either, with our own service, direct from the manufacturer, or by proprietary parcel or freight carriers. Arrangements to have goods delivered to the Buyer by other means and/or at a future date should be made at the time of purchase if possible - the Buyer can arrange a date by which they want them to arrive, Overnight service or normally within 5-7 working days!

Deliveries to the Highlands and Islands of Scotland - postcodes. IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50 and ZE may incur extra charges please contact prior to purchase, also to include Northern Ireland, Isle-of-Man and Isle-of-Scilly - Postcodes BT, IM, TR21-25

We shall not be liable to you or be deemed to be in breach of the Contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Goods, if the delay or failure was due to any cause beyond our reasonable control.

If we are unable to deliver by this agreed date the Buyer may cancel the order (in writing) and all money paid to Installaflame.co.uk will be returned to them in full. However, if a delivery date has not been agreed, goods should still arrive within a "reasonable time" - usually within 30 days. If the Products ordered by the Buyer are not available or discontinued and the Seller is unable to deliver them to the Buyer within 60 days (or any other time limit agreed by the parties), the Seller shall inform the Buyer of this; cancel the Contract; and reimburse any sums paid by the Buyer.

Any Cancellation circumstances between Buyer and Seller or vice-versa must be done in writing!

This so-called "reasonable time" may be varied where a Third Party is used to deliver the goods (Parcel Force, TNT, Fedex, etc), in which case delivery date is outside the control of the Seller (InstallAflame), and they cannot be held directly responsible for Third Party failures to deliver on time.

If the Buyer agrees to wait or has been informed of any Delay (replenishment of stock) for the delivery, and subsequently changes their mind without informing the Seller, (in writing) and consequently cancels the order within this time, see reasonable time above, it will be deemed to constitute a Breach of Contract and they will forfeit all money and/or deposits paid to Installaflame.co.uk by way of contract.
Any agreement to source or replace materials elsewhere, negative or positive from either Buyer or Seller must be mutually agreed and in writing.

Buyers should inspect goods on delivery to ensure that they are correct, in order and free from damage or other defects.

For palletised deliveries, the goods will be delivered as close as possible to the front door of the delivery address you have given us. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats), or any other obstruction, delivery will be made as near to your property as possible, the driver is NOT insured to take the goods inside your property.
The pallet will be heavy, and it is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside. Once the Goods are inside your Property responsibility is passed to you.
If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return. If you have not informed us of any potential problems, we shall have to hold you liable for these charges.

If you would prefer to collect, or arrange your own transport you are welcome to do so. Not all our products are in Stock; we will contact you with details when your purchase is ready for collection.

Please remember, Fireplaces are both heavy and fragile. Collections can only be arranged for Monday – Friday, 9am – 4.30pm.

Costs beyond our Control

We are not liable for any costs incurred by you or any loss of earnings or clauses imposed due to circumstances beyond our control. For example if a delivery is returned or delayed in any circumstances and you have to rebook the delivery or the installer then we are not liable for any extra charges that may be incurred.

We always recommend that you do not book an installer until you are in receipt of the goods. We are also not liable for any charges or loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed.

Installaflame.co.uk is committed to protecting your privacy, and takes its responsibilities regarding the security of customer information very seriously. This policy explains how we use customer information and how we protect your privacy.

We require certain information to allow us to process your registration/purchase. This includes your name, address, telephone number, and email address. This information allows us to process your registration or purchase and to send you confirmation by email.

By joining the Installaflame.co.uk newsletter service, you will receive our latest news and information. You will need to provide us with your name, email address. If you wish to unsubscribe to this service, you can opt out at any time by clicking the unsubscribe link at the foot of each e-mail newsletter.

We use tracking software to monitor customer traffic patterns and site usage to help us develop the design and layout of the site to better meet the needs of visitors to Installaflame.co.uk. This software does not enable us to capture any personally identifying information. disclosure to third parties Installaflame.co.uk does not sell, trade, or rent your personal information to others. We never disclose information to any other person or organisation without your consent unless there is an emergency situation that requires it or we are legally required to do so.

In using the Installaflame.co.uk web site, you consent to the collection and use of this information by Installaflame.co.uk in the ways described above. If you have any further questions about our privacy policy or its implementation, please contact us. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and in what circumstances we disclose it.

Internet or telephone sales  to individuals (not businesses) are covered by the Consumer Protection Regulations 2000 (Distance Selling UK Law Directive 97/7/EC), which provides a 7 day cooling off period after the day the product has been delivered

If you wish to cancel your order within the 7 day cooling off period or you simply want to exchange the goods, then the goods should be returned as soon as possible at your own cost, undamaged and in a re-saleable condition, Unfortunately we cannot accept any mistakes made on your behalf due to incorrect buying if for example a product is not suitable for your chimney or flue or you do not like the product (Bespoke items or Special finishes made to order cannot be returned) aditional costs and restocking charges may be incurred outside the cooling off period.

Cancellations must be in writing by post or email, quoting the order number, products are to be returned in original packaging where possible to Installaflame.co.uk.

The products being returned must be securely packed to avoid damage we recommend returning the products by recorded delivery and insured.
Installaflame does not accept responsibility for goods returned by a customer, but which are not received, unless proof of delivery or receipt by carrier is supplied.
On safe return of products Installaflame will replace the item if requested or refund the sums paid by the Buyer within 30 days or sooner for any sum that has been paid for the products less the delivery cost.

Goods are not allowed to be tried/tested any parts that are missing from original packaging will incur charges and effect any ammount calculated for refund this refund policy does not affect your statutory rights.

In the unlikely event that the Goods arrive not to specification or damaged, please let us know as soon as your able, at delivery point if possible as the delivery will be aborted and returned, do not accept or sign for goods delivered by any third party unless completely satisfied with the Materials.

Buyers must inspect goods on delivery to ensure they are correct, In order and free from obvious damage or defects, if you suspect that the package/packaging has been damaged or opened you must reject the goods or sign for the goods as damaged.

Claims for goods damaged in transit must be noted at time of delivery to the delivery person/signing sheet, and notified to www.installaflame.co.uk or agent thereof as soon as possible at/after delivery

We will collect the Goods (if not returned with transporter) if possible on a date agreed between us or ask you to return the Goods to us and once we have checked that the Goods are faulty, we will at our sole discretion:

1. Provide you with a full or partial refund; or
2. Replace the Goods; or
3. Repair the Goods.

If the reason for defect or damage is caused in transit we shall have reasonable time (30 days) to inspect the Goods (once they have been returned) to establish fault, and if circumstances allow, replace or repair the defective goods as soon as possible, any cancellation from (Buyer) or (Seller) within this reasonable time shall and must be written.

It is your responsibility to choose a product of appropriate fuel type chimney needs and chamber dimensions.

You must examine the Goods on delivery and in the event that the Crate or Packaging was left unopened, please inspect prior to installation. If there is any defect in the Goods,(or Delivery is incomplete) which would be apparent upon inspection and it is not reported to us prior to installation we shall not be liable for any losses (for example re-installation or redecoration) incurred as a result of your failure to inspect the goods and enable us to remedy such defect prior to installation.

All Class1 chimneys require sweeping prior to fitting any new appliance, Please contact your local sweep to arrange this and request it be certified (NACS), National Association of Chimney Sweeps membership is preferred!

If you undertake our fitting service and to address problems with distance selling, If once we arrive and previous advice has not been carried out, leading to abortive fitting, the customer will be responsible for extra charges incurred for re-visit, no credit for delivery or install if the engineer finds the installation site to be at fault, we shall not be responsible for any remedial work, fireplace removal, chamber construction, terminal correction, carpet cutting, false floor cutting, skirting or dado rail unless we have prior knowledge or arrangements in place!

Once we have delivered your goods, and you or your agent is undertaking the installation the responsibility for storage and movement of the goods is relinquished by installaflame, if installation is undertaken by us or supplied by us all guarantees shall be in place until the first anniversary unless extended guarantees are registered.

A qualified HETAS engineer must install solid fuel appliances.
A qualified GasSafe engineer must install gas appliances.

We recommend that you do not book a date for fitting until the item has been delivered.

Installaflame.co.uk Accept payments by credit cards and debit cards through Cardsave system or Cheque by mail, or if your preferred method is (BACS) bank transfer, any order placed with us will not be processed until payment is received and any payments cleared before goods are dispatched. 

The total price payable for the goods will be stipulated at the time when you place your order.

We reserve the right and are entitled to make adjustments to the price to take account of any increase in our supplier's prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. We will inform you of the correct price and give you the opportunity to cancel the order.

All prices on our website are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time of placing your order.

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