Customer Service
- Shipping & Delivery
- Our belief is in keeping the buying process simple and transparent for you and to do that we include the cost of transporting your product within mainland UK. At the moment we cannot support deliveries outside of the UK at all, this includes mainland Europe. Some items may need special carriage or extra charges, especially fireplace suites where delivered to the highlands, islands or Northern Ireland. Please e-mail for confirmation if in doubt before purchasing.
Despatch target is 48hrs for fire type products but suites and other surround sets etc may need up to 4 weeks due to hand made construction and materials lead times. Please note that stock figures on this website do not relate to our actual warehouse figures due to a lot of fires being made to order.
- Privacy & Security
- This privacy policy sets out how Fireplacenet uses and protects any information that you give Fireplacenet when you use this website. Fireplacenet is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Fireplacenet may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 01/01/2007. What we collect We may collect the following information: name and title contact information including email address demographic information such as post code, preferences and interests other information relevant to customer surveys and/or offers What we do with the information we gather We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services. We may periodically send promotional email about new products, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for operational or marketing purposes. We may contact you by email, or occasionally phone, fax or mail. We may use the information to customise the website according to your interests.
- We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
- Returns & Replacements
- Returns may be accepted when pre-agreed and products are re-packaged in original packaging and returned, undamaged and unused, at the customers own cost to our warehouse address. Replacements will be provided for all products that are returned to our warehouse and are agreed to be genuinely below standard or faulty.
Products that have been used (particularly gas fires) are not acceptable as returns unless pre-agreed in exceptional circumstances. No re-funds are given on used products unless in exceptional circumstances and agreed in advance.
It is strongly recommended that you seek that advice of a GAS SAFE registered installer and ask for a survey before committing to purchase your fire or fireplace.
Packages that arrive damaged MUST be signed for as damaged when accepting from the carrier OR returned by refusing to accept and sign for. No claims can be made against the carrier for damage unless this is adhered to. If in doubt sign 'damaged' on the form/terminal presented.
- Refund Policy
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Should you return a faulty item to us and we are not able to offer and exact replacement then we will give a credit in full. This credit once agreed will be put back onto the same card used for payment via WorldPay.
- Cancelation Policy
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If you are a consumer then you may cancel your purchase at any time within 7 days of receipt and return back to us at your cost. You must inform Fireplacenet Ltd in writing and return the products immediately in the same condition that you received them, at your own cost and risk. Goods will be inspected for damage and missing goods.
If in doubt please e-mail us at: sales@fireplacenet.co.uk
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