Customer Service

 Customer Service.

  • General Information
  • Shipping & Delivery
  • Privacy & Security
  • Returns & Replacements
  • Payment & Advertised Price


    General Information: -
    Terms and Conditions of Sale are important because they create certainty between both parties. They detail the responsibilities of both ourselves ("The Seller") and you, ("The Buyer").
    Our 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 apply.
    All orders for purchase are on condition that these terms are accepted by the purchaser at the time an order is being placed. InstallAflame accepts no liability for any product or service advertised, supplied or otherwise promoted on this site by any third party.
    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.

    Shipping & Delivery: -
    Shipping costs where applicable are calculated by adding your required materials to Basket and you will find a Shipping box on the next page to enter your delivery postcode and calculate your delivery costing should any apply.
    We primarily use the pallet network and with the many haulage companies that may deliver to your area there ia a vast difference in delivery charges, please contact us and supply your delivery postcode for the variation in charges.
    Deliveries to customers are weekdays only, not weekends unless by prior arrangement either, direct from the manufacturer, or by proprietery 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 wants them to arrive.
    If we are unable to deliver by this agreed date the Buyer may cancel the order and all monies paid to InstallAflame 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.
    This so-called "reasonable time" may be varied where a Third Party is used to deliver the goods (eg. UPS, TNT, Pallet Network, etc), in which case delivery date is outside the control of the Seller (, and they cannot be held directly responsible for Third Party failures to deliver on time.
    If the Buyer agrees to wait for a certain time for delivery, and subsequently changes their mind, and cancels the order within this waiting time, it will be deemed to constitute a Breach of Contract and they will forfeit all monies and/or deposits paid to InstallAflame by way of contract.
    Buyers should inspect goods on delivery to ensure that they are correct, in perfect order and free from damage or defects. Please do not sign for any product until visual inspection is complete and should you suspect damage you must clearly state "Damaged" when signing the consignement note after visual inspection is complete, Signing "Unchecked" is insufficient. Please inform the office immediately as carrier damage/claims can only be addressed within 24hrs. Photographic evidence is also required to support any claim.

    Privacy & Security: -
    InstallAflame 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, as well as your credit or debit card number and expiry date. This information allows us to process your registration/purchase and to send you confirmation of your registration/purchase by email.
    By joining the InstallAflame newsletter service, you will receive our latest news and information. You will need to provide us with your name, email address and preferred email format. 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. This software does not enable us to capture any personally identifying information disclosure to third parties InstallAflame 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 web site, you consent to the collection and use of this information by InstallAflame 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.

    Returns & Replacements: -
    Returns and replacements are governed by Consumer Rights and our Terms and Conditions, should you wish to cancel or return your order please read our return policy and contact us as soon as possible either email us at [email protected] or call us on tel: 01254 677333 mob: 07736320545, Product or products are to be returned in perfect condition to InstallAflame in original undamaged packaging where possible.
    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 to us or receipt by carrier is supplied.
    On safe return of products InstallAflame will refund all sums paid by you, less cost of return postage.
    Goods are not allowed to be tried/tested.
    B2B contracts, do not include any cooling-off period, meaning that there’ll be no space to leave a contract if you change your mind. Generally, as soon as you agree term, sign on the dotted line or give digital consent with a supplier (approve the delivery or say yes on a phone call), you’ll be expected to live out the remainder of the deal.
    This refund policy does not affect your statutory rights.

    Payment & Advertised Price: -
    InstallAflame accept payments by cheque, bank transfer, credit card and debit card, If orders are placed by bank transfer, order will not be despatched until cleared payment is received.
    The total price payable for the goods will be stipulated at the time when you place your order, InstallAflame is not registered for VAT the price you see is the price you pay!.
    We 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 exclusive of delivery charges which will be payable as applicable at the time of placing your order.