These Terms & Conditions apply to goods and services supplied by Furniture & Fireplaces Ltd, including purchases made through our showroom, website, by telephone, email or quotation.

Please read these Terms & Conditions carefully before placing an order. By placing an order and paying a deposit or making payment in full, you agree to these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights.

1. Orders and Quotations

All quotations are subject to availability and are valid for the period stated on the quotation.

An order is accepted once we have confirmed the order and received the required deposit or payment.

Customers are responsible for checking that the products, dimensions, finishes, colours and specifications shown on their quotation, order confirmation or invoice are correct before placing the order.

Any changes requested after an order has been placed may result in additional charges and may affect delivery or installation times.

2. Prices

All prices are in pounds sterling and include VAT unless otherwise stated.

We make every effort to ensure that prices are correct. If a genuine pricing error occurs, we reserve the right to correct it before fulfilling the order. The customer will be given the opportunity to proceed at the corrected price or cancel the affected order for a refund.

Unless specifically stated otherwise, sale and promotional prices are for supply only and do not include installation.

3. Payment – Supply Only Orders

Supply-only goods must be paid for in full before collection or dispatch unless otherwise agreed in writing.

Goods remain the property of Furniture & Fireplaces Ltd until payment has been received in full.

4. Payment – Supply and Installation Orders

For supply and installation orders, we normally require a 50% deposit when the order is placed.

The remaining balance is payable on the day of installation unless otherwise agreed.

In some circumstances, we may require the balance to be paid before the installation date. Where this applies, this will be explained to the customer in advance.

5. Bespoke and Made-to-Measure Products

Many of the products we supply can be manufactured or altered specifically for an individual customer. These may include, but are not limited to:

Bespoke fireplace mantels and surrounds
Made-to-measure steel or metal slips
Made-to-measure stone, marble, granite or slate
Bespoke hearths
Special finishes or colours
Products manufactured or altered to dimensions supplied or approved by the customer
Clearly personalised products

Customers must carefully check and approve all measurements, drawings and specifications before manufacture.

Once manufacture of a bespoke or personalised product has commenced, changes may not be possible.

Where the law permits, goods made to the customer’s specifications or clearly personalised are excluded from the normal cancellation rights applying to distance and off-premises contracts.

This does not affect the customer’s statutory rights where goods are faulty, incorrectly manufactured or do not conform to the contract.

6. Special-Order Goods

Some products that we do not normally hold in stock are ordered specifically from a manufacturer or supplier following a customer’s order.

Where a customer asks to cancel a special-order item, we will advise whether cancellation is possible.

Where cancellation is accepted and we have already incurred reasonable costs that cannot be recovered, we reserve the right to deduct those reasonable costs from any refund, where permitted by law.

Special-order goods should not be confused with genuinely bespoke or personalised goods. Any statutory cancellation rights that apply to standard goods purchased at a distance will continue to apply.

7. Customer Cancellations and Deposits

If you wish to cancel an order, please contact us as soon as possible.

Where a customer has a statutory right to cancel, that right will apply regardless of anything stated elsewhere in these Terms & Conditions.

Where there is no statutory right to cancel and we agree to accept a cancellation, we may retain or deduct reasonable costs and losses that we have actually incurred as a result of the cancellation. These may include, where applicable:

Supplier cancellation or restocking charges
Collection and return transport costs
Delivery costs already incurred
Special collection costs
Handling costs
Bespoke work already carried out
Other reasonable and directly related costs arising from the cancellation

Any cancellation charge will be reasonable and will take account of the circumstances of the individual order.

8. Distance and Online Orders

Consumers purchasing standard goods online, by telephone or by other distance-selling methods may have a legal right to cancel their order within the statutory cancellation period.

Where this right applies, customers must notify us that they wish to cancel within the applicable cancellation period.

The customer may be responsible for the direct cost of returning unwanted goods where permitted by law and where this was made clear before purchase.

Goods should be returned with reasonable care and, where possible, in their original packaging.

We may make a deduction from a refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

The statutory cancellation right does not normally apply to goods made to the customer’s specifications or clearly personalised.

9. Delivery

Delivery dates and times are estimates unless we have expressly agreed otherwise in writing.

We will make reasonable efforts to deliver within the estimated timescale but delays can occasionally occur due to circumstances outside our reasonable control, including manufacturer delays, transport problems and adverse weather.

Where goods are delivered on a pallet, delivery will normally be made to the nearest safe and accessible point available to the delivery vehicle. Pallet deliveries do not normally include carrying goods into the property unless specifically agreed.

The customer must ensure that suitable access is available for delivery.

If delivery cannot be completed because of restricted access, nobody being available to accept the goods, incorrect information supplied by the customer or another matter within the customer’s control, additional delivery or redelivery charges may apply.

10. Collection

Customers collecting goods, or arranging their own courier to collect goods, should inspect the goods where reasonably possible before they leave our premises.

Risk in the goods passes in accordance with applicable consumer law.

If a customer appoints their own independent courier, responsibility for transportation may pass to the customer once the goods have been handed to that courier, where permitted by law.

11. Damaged or Faulty Goods

Please inspect goods as soon as reasonably possible after delivery.

If an item appears damaged or faulty, please contact us promptly with details and, where possible, photographs.

We will deal with faulty, damaged or incorrectly supplied goods in accordance with your statutory rights.

Nothing in these Terms & Conditions limits your rights under the Consumer Rights Act 2015.

12. Returns

For unwanted goods where a return has been agreed, goods should be returned to:

Furniture & Fireplaces Ltd
112 Oatlands Drive
Weybridge
Surrey
KT13 9HL

Customers are responsible for return costs where applicable and permitted by law.

Where Furniture & Fireplaces Ltd has agreed to collect unwanted goods, reasonable collection charges may be deducted from the refund where permitted.

Refunds will normally be made using the original payment method and within the timescale required by law.

13. Installation

Installation quotations are based on the information available at the time of quotation or site survey.

Fireplaces and chimneys can contain hidden conditions that cannot reasonably be identified until existing fireplaces, hearths, chimney breasts or other materials are removed.

If additional work becomes necessary because of previously concealed conditions, we will explain the additional work and any additional cost before proceeding wherever reasonably practicable.

Examples may include:

Previously concealed chimney defects
Unsafe or unsuitable flues
Unexpected structural conditions
Additional building work
Electrical work not included within the quotation
Gas work not included within the quotation
Additional hearth or chamber preparation
Scaffolding or specialist access requirements

Unless specifically included in the quotation, decorating, plastering, electrical work, gas work, scaffolding and other building works are not included.

14. Installation Dates and Delays

We will make reasonable efforts to attend on the agreed installation date.

Occasionally an installation may need to be rearranged because of circumstances outside our reasonable control, including delayed products, illness, weather, access problems or circumstances discovered on a previous installation.

We will contact the customer as soon as reasonably possible if an installation needs to be rearranged.

We recommend that customers do not arrange other contractors or take irreversible steps in reliance on an estimated delivery or installation date unless the date has been specifically confirmed.

Nothing in this section excludes liability where it would be unlawful to do so.

15. Customer Responsibilities Before Installation

The customer is responsible for ensuring that:

We have safe and reasonable access to the property.
The installation area is reasonably clear.
Relevant furniture and personal belongings are moved away from the working area where requested.
Any necessary permissions have been obtained.
The information provided to us about the property and proposed installation is accurate.
An adult authorised to make decisions about the installation is available where reasonably required.

Additional charges may apply where work cannot proceed because these requirements have not been met.

16. Natural Stone and Other Natural Materials

Natural limestone, sandstone, granite, slate, marble and timber are natural products.

Variations in colour, veining, texture, fossil markings, grain, shading and other natural characteristics are normal and form part of the appearance of these materials.

Samples, showroom displays, photographs and website images are representative only. No two pieces of natural material will be identical.

Natural variations that do not amount to a fault are not considered defects.

Customers should inspect natural stone products before installation where reasonably possible and raise any concerns before they are permanently fitted.

This does not affect your statutory rights where a product is genuinely faulty or does not conform to the contract.

17. Wood Products

Natural timber can expand, contract or move in response to changes in temperature and humidity.

Minor movement, small hairline cracks, knots and variations in colour and grain are natural characteristics of timber and are not necessarily manufacturing defects.

18. Fuel Bed Ceramics

Ceramic fuel-bed components used in gas fires may develop small cracks through normal heating and cooling cycles.

Carbon deposits and changes in appearance can also occur as a normal result of combustion.

These characteristics are not necessarily evidence of a product defect.

19. Product Guarantees

Manufacturer guarantees vary between products.

Customers should refer to the manufacturer’s guarantee supplied with their product for the applicable guarantee period and conditions.

Products must be installed, operated, serviced and maintained in accordance with the manufacturer’s instructions and any applicable regulations.

A manufacturer’s guarantee is in addition to, and does not replace, your statutory consumer rights.

Please retain your invoice, order confirmation and any installation or commissioning documentation as proof of purchase.

20. Stove, Gas Fire and Fireplace Installations

Where applicable, installations will be carried out in accordance with the relevant regulations and industry requirements.

Where a HETAS certificate or other certification is included within the quotation, this will be provided following completion and commissioning of the installation.

Customers must follow the manufacturer’s operating, servicing and maintenance instructions.

Chimneys and appliances should be swept, serviced and maintained at the intervals recommended by the manufacturer and relevant industry guidance.

21. Website Product Information

We make reasonable efforts to ensure product descriptions, dimensions, photographs and specifications are accurate.

Manufacturers may occasionally alter specifications without notice.

Colours displayed on computer screens, tablets and mobile devices may vary from the actual product.

Where an exact dimension, colour or specification is particularly important, please confirm this with us before ordering.

22. Events Outside Our Reasonable Control

We will not be responsible for delays or failure to perform our obligations caused by circumstances outside our reasonable control.

These may include severe weather, transport disruption, supplier or manufacturer delays, strikes, accidents, fire, flooding, government restrictions or other events that could not reasonably have been avoided.

This does not affect any statutory rights you may have.

23. Liability

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful.

We are not responsible for losses that were not reasonably foreseeable when the contract was entered into or losses arising from information supplied incorrectly by the customer.

For consumer purchases, these Terms & Conditions do not exclude or restrict rights or remedies provided by law.

24. Changes to These Terms

We may update these Terms & Conditions from time to time.

The Terms & Conditions applying to an order will normally be those in force when the order was placed, unless a change is required by law or is expressly agreed between us and the customer.

25. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Consumers retain any rights they have regarding where legal proceedings may be brought.

26. Contact Details