Terms and Conditions

Order tracking

Once you have placed your order online and payment has been received, we will send you a confirmation of order e-mail.

Your order will be dispatched to you within the time scale indicated at the time of order. If however the goods are not in stock or are on a delay from the manufacturers we will notify you directly and give an approximate delivery date. Once the goods are received by us, we will not be held responsible for delays that may cause you losses, such as building works and installation.

We will contact you to confirm the delivery date. Please note delivery times cannot be specified as we use contract carriers and time of delivery is determined by their delivery schedules.

You should be aware that once the goods are dispatched from us, you will not be able to cancel any contract you have with us for services carried out by us, for example postage and packing.

Pricing

Please note all prices quoted are inclusive of VAT at the current rate. We may, without notice amend prices as deemed necessary.

Delivery

Please examine the goods upon delivery in case thery are damaged of faulty. You must inform us within 24 hours from delivery that the goods delivered are faulty of damaged.

If it is impractical to check the goods on delivery then you must sign the driver's delivery note as UNCHECKED. This will protect you if you find upon opening that the goods are damaged or faulty. Please remember that all damaged/faulty goods must be reported within 24 hours of receipt.

If there is an attempted delivery and the courier company advises you of a failed delivery sttempt (usaully via a card through your letterbox) then please follow the instructions provided by the courier company for delivery.

Returns

If you choose to return the goods that you have ordered for any other reason than damage, then it is your responsibility to return the goods, unused, in the original packaging and to pay for the costs associated with the return. We apply a non-negotiable restocking fee for gods returned.

Returns procedure

Please e-mail us or telephone to obtain a reference code for your return. Please note that you will be responsible for all costs associated with the return unless we delivered the item to you in error or the item is faulty or damaged at the time of delivery and you have clearly written UNCHECKED on the driver's delivery note. Monies will be refunded to you, less any fees applicable, once we have inspected the goods and found them to be re-saleable.

We reserve the right to make a charge for any damaged or missing items. This may affect the total amount credited to you.

Data Protection

Under the terms of the current Data Protection legislation we wish to inform you that by passing on your personal details to us, we reserve the right to use such information as deemeds necessary as part of our business operations. We will not however pass your setails onto any third party without prior consent.

Accuracy of Information

The information, description, dimensions etc. provided for all products are designed as a guide only and Esher Fireplaces cannot therefore accept any liability for loss arising as a result of inaccuracy. We strongly recommend that you do not commence any building or alteration works until you are in receipt of your goods. If you require verification of any information please contact us for clarification.

Complaints

If you feel you have any cause for complaint, please contact us. We will endeavour to respond to all complaints in a timely manner.