Customer Service:

Delivery

We aim to dispatch all in stock items within 24 hours with an aim to deliver the items within 1-3 working days from dispatch.

PLEASE NOTE: During busier parts of the year we work on a first in basis so orders are dispatched in the order they came in so it may take longer to dispatch during extremely busy periods.

All items are packaged to ensure safe delivery to you and we use recycled materials where possible.

Medium/Large Items are sent via a National courier on a next working day service.

Smaller items depending on weight and size are either sent via courier or by Royal mail.

PLEASE NOTE: If you are not home when delivery is attempted the courier will attempt delivery 2 more times before returning the package to us.  Should the package be returned to us, it would be your responsibility to pay redelivery charges.

Delivery within England & Wales and many parts of Scotland is £4.95 however due to increased costings beyond our control we have to charge more for deliveries to certain postcodes in Scotland & Off shore Islands.  This is beyond our control. Upon dispatch you will be sent an email to confirm your orders dispatch along with a tracking number for the consignment.  If you provided a mobile phone number at the checkout you will also receive a SMS notification along with your tracking number.

Delivery

We offer delivery throughout England, Wales & Scotland and Ireland as well as internationally upon request.  Smaller items such as rope kits that are sent via Royal mail and the larger items are sent via DPD.

Returns & Refunds:

All orders can be returned to us for an exchange or a refund.  All items must be returned with 14 days and we must be notified of the intention to return in advance.  We will only refund if the item is in a resaleable condition or is faulty.  Custom fire bricks and glass may not be returned for a refund unless the errror is on our side.

After the fourteen days cooling off period has elapsed. We have the right to refuse the return without good reason. Please contact us to discuss the situation with us and we will make a decision accordingly. We will make a deduction from any refund to cover the cost of collection.

If you the customer orders an incorrect item we will replace it with another item of your choice however you will be responsible for the cost of returning the item to us. The item must be returned in the exact packaging as it was delivered in. This excludes custom made or special ordered items.  Any returned items are subject to a restocking fee and will go inline with the manufacturers restocking fees.

To initiate a refund or replacement please contact us on 01646 278010 or by contacting us using our "Live Chat" service or by sending us a message via the Contact us page

Please note any refunds actioned will be processed the same day and the refund should be processed back to your bank within 3-5 days (Monday-Friday)

PLEASE NOTE: Delivery charges are non refundable.

Damaged Deliveries

We will always ensure that our goods are securely packaged before being transported to the customer.

We will  replace (for free) any item found defective or damaged upon delivery. Please note that it is your responsibility to check the goods before accepting them from the courier company.

You must contact us within 24 hours to inform us that there is a problem so we can can claim against the couriers insurance.

We cannot accept return of products which are damaged after delivery.

Warranties:

Due to the nature of the products that we sell some of the products we sell are excluded from any traditional warranty.  This imcludes Baffle plates, Fire bricks and glass etc as their life is determined about the way its used and the quality of uel being used etc.

Online Payments:

All transaction information passed between stovesparesltd.co.uk and Our Payment providors systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Our payment processors are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Please Note: We do not store credit card details nor do we share financial details with any 3rd parties.  Please also note that full payment is taken at the time of ordering.

prices

While we try to be as accurate and correct as possible with our pricing, unfortunately sometimes pricing errors can happen.  Should a product be incorrectly priced we have the right to cancel any order placed and refund any monies paid for the product.  If however we have already dispatched the item we do not have the right to request the extra monies.

VAT

All of our prices shown on our website include VAT at the current rate (20% at time of writing)