Terms and Conditions

This web site is operated by Stores Direct Ltd t/a StovesAreUs.co.uk

Disclaimer

Product information is offered in good faith, but should only be regarded as a guide. Confirm any details before making any purchasing or contractual arrangements. E&OE.
Neither Stores Direct Ltd nor any of their associates or employees can accept any liability for errors or omissions on this website. We make every effort to provide accurate information, but errors and omissions are possible. Dimensions and other specifications are given on this site are mostly as provided by the manufacturer and may be approximate (sometimes manufacturer-supplied information is contradictory). Specifications may change without notice. Please confirm any specific details before ordering.
All prices shown on this website include VAT at the prevailing rate. All goods and prices are subject to availability from our suppliers. You can pay by cheque, debit card or credit card. Goods remain the property of the supplier until paid for in full.

Delivery

Stores Direct Ltd try to pay the full delivery cost for our customers but do ask for a contribution towards the cost of delivery for some items and to some destinations.
  • Free standard delivery is available for the majority of orders over £100 to mainland UK, except for certain Highland postcodes, that incur a subsidised charge of £150. Additional delivery charges may apply for orders to Ireland or Northern Ireland.
  • Purchases under £100 incur a nominal £6.95 delivery fee.
  • Cheque payments must be cleared before goods can be released from stock.
  • Dispatch for delivery normally takes up to two weeks, depending on availability. It can take up to six weeks in some instances, if the lead time is longer than six weeks you will be informed by email of the estimated lead time for your goods.
  • Delivery of stoves to Ireland or Northern Ireland is available for selected products only. We do not deliver stoves outside the UK, Ireland and Northern Ireland. You will be contacted before your order is processed to confirm eligibility. This excludes any promotional offers we may run from time to time.
  • Your goods will be delivered on a 10-tonne delivery vehicle (about the size of a bin wagon). Please let us know, as soon as possible, if there will be a problem with access, so we can make alternative delivery arrangements.
  • Stoves & Fireplaces are very heavy. There will be one driver who will help, but we suggest you have at least one other person with you to assist.
  • The driver will move the stove to the nearest wheel point, depending on access. The driver will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps.
  • We must advise that you check the goods while the driver is still there. The driver is obliged to wait with you for up to 15 minutes (for palletised goods only), whilst you unpack the goods.
  • If the driver refuses to wait then please mark the goods as damaged on the delivery note, so you are covered for all eventualities.
  • If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note.
  • If goods are damaged please contact our Customer Service team, quoting your Order Reference and Delivery Note, and we will ensure replacement parts are sent out immediately.
  • If you are unavailable when your palletised stove is delivered at your pre-booked time, then re-delivery charges will apply.
  • If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.
  • If you cancel an order after it has been dispatched, we regret that you will be charged for the return delivery costs, even if the products have not reached your address.

Ordering

When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.

Installation (if applicable)

It is your responsibility to choose a product which suits your needs. Once we have delivered your product, you are responsible for storage and installation. It is your responsibility to ensure that products are installed correctly and in compliance with current Building Regulations and the I.E.E (Institute of Electrical Engineers) Wiring Regulations. Contact the Building Control Officer of your Local Authority to find out how these regulations apply to you. Click on the following links to find an electrical engineer or plumber in your area:
Gas Safe Register
Association of Plumbing and Heating Contractors
Electrical Contractors Association
We strongly recommend that you do not book a date for fitting until the item has been delivered.
We ask you to help us keep prices low by taking responsibility for ordering the correct item, and clearly specifying any options you require.
It is the customer's responsibility to ensure the fitters are suitably qualified to fit their product. If you are unsure then we recommend checking on the HETAS or Gas Safe approved websites.

Pictures & Images

All sizes and measurements are approximate. We do however try to ensure that all sizes, measurements and images on the web site are as accurate as possible. All pictures on the web sites are for illustrative purpose only, and may not exactly match the product itself. Colours may vary from those illustrated and can look different on other computer screens. We never knowingly publish misleading or incorrect product descriptions or images.

Privacy & Security

All personal details that you give us are securely stored. We will never supply or sell any customer's details to any outside organisation. We do not store any credit or debit card details. All credit and debit card details are encrypted using 128 bit SSL (Secure Socket Layer) encryption and sent using a secure server.

Costs Incurred by You

We are not liable for any costs incurred by you or any loss of earnings. For example, if a delivery is delayed in any way and you have to rebook an installer then we are not liable for any extra charges that the installer may charge you. 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 loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed.
Cancellations and Returns
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Contracts Regulations 2014, which protect you by providing a 14 working day cooling-off period from the day after the product has been delivered. A customer has the option to cancel any order between the time of placing it and 14 working days after delivery. Cancellations must be in writing by post or by email to [email protected] (not to ANY other email address) and quoting the Order Number. Under the Consumer Contracts Regulations 2014, you have the right to receive a refund within 14 working days of cancellation. We normally pay refunds within 7 working days of cancellation or when goods have been returned safely (whichever is the latter). You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging. The goods must not have been fitted, installed or used in any way. The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition. All spare parts and painted appliances are non-returnable and non-refundable due to being a special order. The cost of returning the item to us is your responsibility.
Our Returns Policy
We strive to supply goods in excellent condition. Some of our products are both heavy and fragile and need careful handling until installed. We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee. We cannot accept the return of products which are damaged after delivery. If you've changed your mind about keeping your purchase please email [email protected], within 30 days ensuring you quote your order number and the date you received your goods. You must confirm that the goods are in their original packaging, unused in any way and that we can inspect the goods before signing for them. Failure to do this will result in no return number or returns address being issued. Items returned to us must be sent by recorded delivery. We regret that we are currently unable to participate in the UK VAT Retail Export Scheme. All spare parts, specially made products and cut-to-length flue liners are non-returnable due to being a special order and/or cut to size.
Offers and Voucher Codes
All offers on StovesAreUs.co.uk are non-transferable and cannot be used in conjunction with any other offers unless the offer directly stipulates eligibility. Voucher codes have an expiry date and can only be used once by the person they are issued to, any voucher codes cannot be passed on to a third party to use.
Instant Price Beater
If you see the product you are interested in purchasing at a cheaper price on another website we will TRY to match the competitor's price and then give a further £10 off. This offer is an online-only offer and is available on products where you see the price beater advertisement on our product page (this is a form you fill in to request we beat the price you have found).
For us to beat the competitor's price it must be like-for-like and include the merchandise/product selling price plus any equivalent shipping/handling charges and any free offers (if applicable). The item also needs to be an identical product and in new and unused condition. The item needs to be in stock and available for purchase from an authorised dealer and not a pricing error. Excludes rebates, liquidations and auction sites. Price beater discounts cannot be combined with any StovesAreUs.co.uk promotional offers. We reserve the right to refuse to supply any persons using this offer. Please also note that sometimes we are unable to Price Match and reserve this right.
Deliveries to Ireland
Please be advised that all deliveries to a residency in Ireland will be processed under DAP Incoterms (Delivered at place). Under the new import rules, resulting from Brexit, all duties and taxes that arise for an import will be the sole responsibility of the consumer to settle before final delivery can be made. Failure to settle these duties/taxes may result in the delivery being delayed or subsequently cancelled.
Surveys
Payments for Surveys are taken as booking referral fees for a Survey only, not a full installation. The Contract of Sale resides between the Customer (you) and the Installer you choose not Stores Direct Ltd. Stores Direct Ltd and any related companies are not liable for any work or quotes carried out or supplied by the Installer. All surveyors are independent of and have no affiliation with Stores Direct Ltd t/a StovesAreUs.co.uk

Complaints Procedure


Contacting Us with a Complaint
Here at StovesAreUs we are committed to providing high-quality services and resolving any concerns as quickly and fairly as possible.
If you would like to make a complaint, you can contact us in the following ways:
  • In Writing: Stores Direct Ltd T/A StovesAreUs, Pennine House, Longbow Close, Huddersfield, HD2 1GQ
  • By Email: [email protected]
  • By Phone: 01484 940 111
How We Receive Complaints
We accept complaints through all publicly available channels, including post, email, phone, and social media.
If you raise a complaint via phone or in person, our staff will:
Record the details of the complaint. Take your name, address, and phone number Note your relationship with StovesAreUs Explain that we have a formal complaints process Inform you of the next steps and expected timeframes Where applicable, request a written account (via post or email) for accuracy in your own words.

How We Resolve Complaints
Stage One: Initial Review
Where possible, the complaint will be handled by the person directly involved in the issue. If they can resolve it immediately, they will do so. Regardless of resolution, the complaint will be passed to the StovesAreUs Manager within five business days.
Once received, the complaint will be recorded in our Complaints Log by the StovesAreUs Manager. If the issue has not already been resolved, it will be assigned to a suitable team member for investigation and action. Where a specific individual is mentioned in the complaint, they will be notified and given the opportunity to respond appropriately.
We aim to acknowledge all complaints within five working days. This initial response will confirm who is managing your case, outline the anticipated timeline for resolution, and include a copy of this Complaints Procedure for your reference.
Our goal is to issue a comprehensive response within one calendar month. In cases where further time is required, such as for more complex investigations, we will keep you informed with regular updates and an estimated date for final resolution.
Every response will detail the steps we have taken to investigate your complaint, present our findings, and explain any actions we have implemented as a result.

Stage Two:
If you are not satisfied with the Stage One outcome, you may request a further review by a company Director.

At this stage:
Your complaint will be acknowledged within five working days The Director or a delegated senior member will re-investigate the matter The person who handled your initial complaint will be kept informed. Where relevant, the subject of the complaint will be given a second opportunity to respond.
We aim to conclude Stage Two within one calendar month. If further time is required, we will send progress updates and a timeline for full resolution.

The final response will include:
Steps taken during the review Findings and outcomes Any further actions implemented This decision is final, unless the Director or senior member determines that external mediation is required.

External Complaint Resolution
As we are a retail business, you may also raise your complaint with the Financial Ombudsman Service for independent review if the complaint relates to an FCA-regulated activity (e.g. consumer credit, loans, insurance).

Adjustments to the Procedure
In some situations, the Director may adjust this process, especially to prevent conflicts of interest, such as when the complaint concerns a third-party or a reviewer.

Ongoing Improvement
We review all complaints annually to identify recurring themes or systemic issues. These insights help us improve our services and prevent future concerns.

WEEE (Waste Electrical and Electronic Equipment) Regulations Click Here for Details

Contract of Sale between the Purchaser(the customer) and the Seller(Stores Direct Ltd t/a StovesAreUs.co.uk) begins when the Seller notifies the Purchaser of despatch.

Stores Direct Ltd. T/A StovesAreUs.co.uk All Rights Reserved. Company Reg 5041152 VAT Reg: 755940795

 
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