Terms and Conditions

 Terms and Conditions.

  • General Information
  • Orders and Specification
  • Shipping & Delivery
  • Collection
  • Costs beyond our Control
  • Privacy & Security
  • Returns & Replacements
  • Defective Goods.
  • Installation
  • Payment & Advertised Price
  • Copyright & Trademarks
  • General Information.

    • Welcome to the InstallAflame website and terms and conditions for use.
    • These Terms and Conditions apply to the use and access of this website, by accessing this site and placing any order you agree to be bound by these terms and conditions, it is our responsibility to supply goods and ensure they conform with your consumer rights, should you have any concerns that any part or parts of this contract and we have not met our legal obligations please let us know. 
    • Use of this website indicates that you accept these Terms and Conditions regardless of registration with the site if you feel these conditions are unacceptable in and way please do not use this website. This is a transaction into which both parties are freely entering, nothing in these conditions affects your rights as a consumer.
    • Terms and Conditions of Sale (Agreement) are applicable to all Contracts with InstallAflame and are Legally important to create certainty and clarity between both parties. They detail the responsibilities of both ourselves ("The Company") and you, ("The Customer").
    • "Company" Denoting InstallAflame.co.uk and "Customer" Denoting person, company or firm that enters the contract with the "Company"

    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.

    These Terms and Conditions and the Contract (including any non-contractual matters and obligations arising therefrom or associated therewith) shall be governed by, time constraints, the contract shall expire 14 days after goods delivery not to negate any product guarantees with products underwritten by the respective manufacturer (third party terms and conditions come into force) Contract shall be governed by and construed in accordance with, the laws of England and Wales. Any dispute, controversy, proceedings or claim between the Parties relating to these Terms and Conditions or to the Contract (including any non-contractual matters and obligations arising therefrom or associated therewith) shall fall within the jurisdiction of the courts of England and Wales.

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

    Price, specification and terms and conditions are subject to change without notice, All material supplied comes with original manufacturer warranty and direct technical support is handled by the respective manufacturers, InstallAflame is not responsible for any typographical omission, clerical or other in any publication, sales literature, photography, quotation, price, delivery or acceptance of any offer, invoice or any documentation written by us shall be subject to correction without any liability on our part, 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.

    Orders and Specifications.

    We shall accept no order submitted unless and until confirmed in writing and reserve the right to refuse any orders placed.

    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 are ordering 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, IIn the event that the Goods are bespoke or made to your specification, to pay for the Goods in full, however we shall use our consumer responsibilities to resell or otherwise dispose of the Goods and refund to you the proceeds of such sale, after deducting reasonable storage and selling costs.
    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.

    Shipping & Delivery.

    Deliveries undertaken are either, with our own service, direct from the manufacturer, or by proprietary parcel or freight carriers please reply to all calls or automated messages to enforce delivery times and dates, please allow 7 to10 days for normal deliveries. 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 14 working days, All product should arrive within the reasonable time quoted, please allow up to 28 days.

    Deliveries to customers alternative addresses or shipping addresses where the customer does not accept or sign for the goods is not acceptable all delivery preference shall be to the registered card holder address (billing address) and it is taken that this address is a live point of contact for delivery purposes, no liability shall be passed to the vendor for loss or failed delivery for any reason if the buyer is not present. 

    Delivery times and estimations are quoted in working days (our suppliers do not open Saturdays, Sundays or Public Holidays) Delays in delivery of goods is sometimes out of our control. As such no delivery is guaranteed, specific times and dates we specify are approximate and will be confirmed with phone or text message contact in advance. Any delivery days or delivery estimations are genuine forecasts but shall not be legally binding on InstallAflame or its agents. All delivery times quoted dispatch or dates given are estimates only and while InstallAflame will use all reasonable endeavour to ensure it complies with estimates given, InstallAflame will not be liable for any failure to comply with any such estimates given spoken or written or for any direct or consequential loss resulting therefrom.

    In the event of the InstallAflame being unable to supply goods subsequent to receiving an order from the buyer, InstallAflame shall not be liable for any incidental or  consequential loss.

    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 consumer (Buyer) may cancel the order (in writing) and all money paid to Installaflame.co.uk will be returned to the consumers account in full within 30 days or sooner for any and all sum that has been paid (this policy does not affect statutory rights), 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 Company and Customer 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), 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 Customer or Company must be mutually agreed and in writing.
    Customers MUST inspect goods on delivery to ensure that they are correct, in order and free from damage or other defects, do not sign for any goods if you are unsure.

    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, stationary vehicles high kerbside or up a flight of stairs (such as flats), or any other restricted access or obstruction, delivery will be made, as near to your property as possible, the driver is NOT insured to take the goods inside your property.

    Time of delivery is not an attribute of this agreement. We shall not be liable for any direct or indirect losses or loss of any description or any financial loss or damage suffered by you or your agent through any delay due to reasonable or unforeseen circumstances outside our control or any delay resulting in any rescheduling of any kind.

    InstallAflame or its agents will enter your property at your request entirely at your risk and can not be held responsible for any damage should it occur to internal decor, carpets or wooden floors etc where they have not been protected!

    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 we or our agents are unable to deliver because of difficulties in contact, or failure in providing an accurate live contact number this will delay the delivery of the consignment, If prior arrangements fail we will be charged for the failed delivery and or re-delivery charges may be incurred, If you cancel for any reason whilst in transit or any delay, the return costs of the consignment will be also applicable, If you have not informed us or our agents of any potential problems we shall 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 shall not be 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 incorrect, 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.

    InstallAflame or its agents will not be held responsible for compensating you for any losses you may incur or suffer due to incorrect items received damaged or faulty once installation has commenced, All goods must be thoroughly checked by the buyer within 24hrs of receipt and it shall be determined that you have accepted the goods once the installation process is undertaken.

    Neither Party shall be liable for any failure or delay in performing their obligations where such failure or delay results from any cause that is beyond the reasonable control of that Party. Such causes include, but are not limited to: power failure, Internet Service Provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the Party in question.

    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 or waiting to accept a delivery if it is late or delayed.

    Privacy & Security.

    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, private or business. This information allows us to process your registration or purchase and to send you confirmation by email.

    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 or any 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.

    You must be 13 years of age or older to submit personal information to InstallAflame.co.uk. In compliance with the Children's Online Privacy Protection Act 1988, InstallAflame does not accept email addresses from users who are under 13 years of age.

    Returns & Replacements.

    If you wish to cancel any order placed and you have the right to cancel your order preferably prior to dispatch or at least within the 14-day cooling off period to alleviate any incurred costs, should any part of the order be dispatched this then automatically relates to our returns policy, This does not affect your statutory rights.

    Internet or telephone sales to individuals (consumers, not businesses) are covered by the Consumer Contracts Regulations 13 June 2014, (UK Distance selling Regulations pre 13 June 2014) which provides a 7-day cooling off period after the day the product has been delivered.

    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.

    If you wish to cancel your order after receipt and within the 7-day cooling off period ( 7-days after the day you receive the delivery) or you simply want to exchange the goods, if the supplier will allow the return, It is your responsibility to return the item(s) with your choice of carrier the goods should be returned as soon as possible (within 14 days) at your own cost, authorised for return beforehand by us (as returns form is sometimes required) we advise the item returning is securely packaged sent with recorded delivery fully insured during transport undamaged and in a re-saleable condition, please take care of the product you wish to return and include all component parts in original undamaged packaging. The product will be thoroughly checked on its return and processed as quickly as possible.

    The customer shall be responsible in all cases for the return of the goods at its own risk and expense, we use various manufacturers throughout the uk, the manufacturer may collect or supply return labels address that will be notified to the you at acceptance of the return. this does not affect you statutory rights.

    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, all products not normally kept in stock or made to order cannot be returned) additional costs will be imposed, in most cases and where the item is unwanted or a mistake a credit note may be provided to the value of goods (Not to include outbound postage) Outbound postage or haulage is non-refundable, Finally, we reserve the right to deduct an amount from the reimbursement (or charge a consumer) if they have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function and any diminished value will be your responsibility and deductible from any refund.

    Cancellations must be in writing, by post or email quoting the order number; if products are to be returned they must be in original packaging where possible, returned to InstallAflame, 40 Oban Drive, Blackburn, BB1 2HY

    InstallAflame does not accept responsibility for goods returned by a customer, but which are not received, or received damaged, proof of insurance and delivery company and/or receipt by carrier is supplied, upon safe return of products InstallAflame will replace the item if requested or refund the sums paid by the Buyer within 14 days or sooner for any sum that has been paid for the products less any delivery cost incurred.

    Your right to a refund. You have the right to cancel the contract within the 14 day cancellation period subject to goods being returned by you in original condition in a resale condition, goods are not allowed to be tried and tested or have missing parts, any refund paid for goods or delivery charges shall incur a deduction if any expedited delivery method was used by consumer we will revert the costs to the least expensive method, goods must be returned within 14 days acceptance of notice.

    Should you cancel any order after dispatch, prior to receipt of goods we reserve a right to levy any charge for the cost of return.

    All refunds are paid via the route they came, credit card or debit card, in respect of any payment through the PayPal system we have no influence of expedited timescales for any refund via this method.

    You should get a refund within 14 days of us receiving the goods back, collection or delivery, in the case of goods lost in transit or not arriving please providing evidence of having returned the goods (proof of postage and evidence of transporter) whichever is applicable.

    Should the returned product get damaged, lost or stolen in transit to us or our suppliers we expect you to claim compensation from the chosen organisation responsible for the carriage and shipping.

    A deduction will be incurred if the value of the goods has been compromised due to excessive handling, we reserve the right to refuse damaged goods. 

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

    We will not accept any liability for any performance failure or delay thereof , with any obligations under live contract that is caused by any event outside our control

    Defective Goods.

    (Please be aware, If the delivery company doesn't request a signature due to Covid issues for the goods, please be aware you are accepting the goods as "in perfect condition" if delivery unsigned is accepted by any responsible person, please check the goods in full and if you are not happy or suspect any damage please reject the delivery. If you are required to sign for the delivery you cannot sign for or accept any goods until opened, unpacked and "checked in full" We advise if you cannot check the goods and rejection is not possible that you sign for the delivery as "Damaged" to enable any claim should the item delivered not be in perfect condition.) 

    If you are unsure or the driver does not allow you sufficient time to check the goods, contact us or refuse the delivery. Only responsible person or agents must sign and have knowledge of the goods being accepted, only then sign if you are completely satisfied with the condition. Any Items which have been signed for are deemed to be in complete order and in pristine condition, and we cannot then accept claims for any damage or loss if at any later date goods are found to be missing or If integral goods are found damaged and have been signed for we will require photographs of the damage.

    Damaged goods:  If you suspect any damage and are unfortunate to receive damaged goods the responsible person who has signed for the goods as "Damaged" must report it to us, In all cases all goods must be inspected within 24 hours of delivery and any damage or defects must be reported as soon as they are discovered, but no later than 5  days after delivery, Please note: Wooden mantels and Decorative tiles, Slate and Stone Products are excluded from our 7 days policy for damaged and faulty goods, these items MUST be checked on receipt and claims submitted immediately.

    In the unlikely event that the Goods arrive not to specification or damaged, please let us know and supply photographic evidence as soon as your able, as the delivery must 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 or packaging has been damaged or opened you must reject the goods, Claims for goods damaged in transit must be noted at time of delivery to the delivery person/signing sheet, and notified to sales@installaflame.co.uk or agent thereof  as soon as possible at/after delivery.

    If the reason for defect or damage is caused in transit we shall have reasonable time (30 days post 01/10/2015) 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, class version 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 any fitting service we arrange and to address problems with Consumer Rights, If once the installers arrive and previous advice has not been carried out, leading to abortive installation, 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 any installation team recommended by us all guarantees shall be in place until the first anniversary unless any extended guarantees are registered.

    We actively encourage and endorse that under No circumstances should you arrange any installation date until you have receipt of the goods ordered.

    Payment & Advertised Price.

    Installaflame stipulate all personal information you give is securely stored and is never supplied to any third party, we do not store any card details, we accept payments by credit cards and debit cards through various payment 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. 

    "By clicking the 'Accept' button you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order."

    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 adjust the price to take account of any increase in our supplier's prices, upgraded haulage charges 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.

    The Company reserve the right to adjust prices without prior notice. Clerical errors are subject to correction (without prior notification)

    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, Delivery charges are calculated from addresses and postal codes supplied, we may get charged extra if your weight requires multiple packaging or pallet transportation, Charges to Highlands and Islands may incur extra Haulage charges, We will inform you of any changes prior to dispatch, again to give you the opportunity to cancel the order.

    Copyright & Trademarks.

    All content, graphics, and other copyrighted material on the site are protected by copyright law, and are owned by InstallAflame.co.uk in whole or in part, in any form or medium. Any publication use of the site's materials is strictly prohibited without permission. The materials from the site are only available for informational offline use only.

    Provided that: The materials are not modified in any way and all copyright and subsidiary notices and markings are retained and reproduced in their entirety any copy made from any material duplicated from InstallAflame has, in its discretion, given its prior written permission to such use of the site's materials.

    InstallAflame logos published on site are trademarks of InstallAflame.co.uk. Any other product names, watermarks, logos and company references that appear on site are the property of the respective owners and appear with the knowledge of such owners. This website may contain links to third party websites operated out of our control and take no responsibility for and will not incur any liability for any erroneous content found. Our inclusion of said links does not imply or endorse any views of InstallAflame, information or statements contained in any such websites. Any trademarks and Logos are protected by UK law and its copyright may also refer to use in other countries outside the UK.

    Any unauthorised use of material from site and/or third-party material use that violates law in other countries may incur civil and criminal penalties.