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Delivery
Stoves are not only heavy items, they are also fragile and deliveries need to be approached carefully by experienced people. This is why our deliveries are carried out by our own drivers in our own vans whenever possible. This means that the drivers have been trained by us to move stoves and are trusted by us, they do not arrive in impractically large vans or lorries and they do not let customers down by forgetting or postponing deliveries.However there are times when we will use a courier, on these occasions we do not have control on the time of delivery.
We have a limited amount of stoves in stock and may need to order the stove from the manufacturer (this can take up to 2 weeks) we will inform you if this is the case, our delivery process is simple; at the end of each week we look through our orders, organise routes and telephone customers with a date for delivery (we will guess the time if asked but obviously cannot be precise because every delivery differs and the roads are unpredictable). If you have a particular date in mind please mention it, so that we can try to get it to you by then. If your stove is not in stock we will make you aware of that when you place your order and let you know an estimated time of arrival.
We deliver for free to mainland England or Wales for orders over £399. Orders under £399 will be subject to a delivery charge of £25. Unfortunately at present only mainland deliveries can be attempted and we are unable to deliver to Scotland other than by an independent carrier for a cost surcharge.
Drivers are contracted to deliver to the nearest hard flat standing, but you will find them helpful. Please ensure that someone is on hand to receive the delivery and lend a hand where appropriate. Please also advise us if there are steps which the stove will have to go up or down.
We encourage customers to unpack and check their stove with the driver on its arrival. In the unlikely event that a stove is faulty or damaged it should be refused and not signed for. Our drivers are familiar with the stoves and will let you know if there is anything unusual about yours! This is almost never the case. Items which have been signed for will be deemed to have been received in good condition.
Returns
In the unlikely event that a stove is received faulty or damaged it should be refused and not signed for. Our drivers are familiar with the stoves and will let you know if there is anything unusual about yours! This is almost never the case. Items which have been signed for will be deemed to have been received in good condition.
Items that are no longer required must be returned to one of our branches and are subject to a 20% re-stocking charge, and carriage charge (if applicable). If items are returned in their original packaging and in perfect condition we will try to relax this charge to 10%. Unfortunately it is not possible to return special orders or damaged items.
You must bring your original receipt with you for a refund or exchange.