Delivery & Returns

Delivery

We pay most of the delivery cost, but do ask for a contribution towards the cost of delivery for some items and some destinations. Free standard delivery is available for the majority of orders over £300 (for items purchased online) to mainland UK, Additional delivery charges apply for orders to offshore islands. Purchases under this amount incur a nominal £6.00 delivery fee. Delivery of stoves to Ireland incurs a fixed charge of £35, there some select stoves that cannot be shipped at that rate. You will be contacted before your order is processed to inform you of eligibility. Other destinations outside UK mainland please contact us for a delivery price. We do not deliver fireplaces outside the UK mainland.

This excludes any promotional offers we may run from time to time. If there is likely to be a problem with access for a large 7.5 tonne lorry, please contact us in advance of placing your order. Examples of areas that we cannot deliver to are: long, gravelled drives, areas inside walled cities with height restrictions from all directions, narrow lanes. We may be able to make alternative delivery arrangements if you contact us in advance.

If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return. If you have not told us of any potential problems, we shall have to hold you liable for these charges.
If you cancel an order after we have started to ship it, we regret that we have to make a shipping charge to return it to our warehouse, even if the products have not reached your address.
Dispatch for delivery normally takes up to two weeks, depending on availability. It can take up to six weeks in some instances, if the lead time is longer than six weeks you will be informed by email of the estimated lead time for your goods. Cheque payments must be cleared before goods can be released from stock.

The carriers will normally contact you a day or two before delivering, to arrange a suitable delivery time.
The carriers will only deliver the goods to the nearest entrance to your property; they will not be able to bring the goods inside. This is for insurance and health and safety reasons.
Delivery is usually made on a pallet if the order is large, or by courier delivery if the order is smaller.

Please ensure that there will be someone at the delivery address on the day scheduled for delivery, available to help the driver unload and take the items to the delivery destination.
Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition, and we cannot then accept claims for damage in transit or missing items after 48 hours of receipt. If goods are damaged and have been signed for in good condition we will require photographs of the damage.

Ordering

When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.
Cancellations and Returns

Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC), which protect you by providing a 7 working day ‘cooling off’ period after the day after the product has been delivered.
You have the option to cancel any order between the time of placing it and 7 working days after delivery. Cancellations must be in writing by post or by email to sales@warmfrontfires.com and quoting the Order Number.
You have the right to receive a refund within 30 days of cancellation. We normally pay refunds within 14 days of cancellation or the goods being returned safely.
You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging.
The goods must not have been fitted, installed or used in any way.
The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition.

Our Returns Policy

We strive to supply goods in excellent condition. Stoves and fireplaces are both heavy and fragile, and need careful handling until installed.
We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer’s guarantee.
We cannot accept return of products which are damaged after delivery.
When choosing a carrier to return your goods to us, you must make sure that Warmfront Fires are allowed to open and inspect the contents when we receive it. If the carrier will not allow us to open the goods then our warehouse will refuse delivery and the goods will be returned to you on your carrier. This could incur further costs to you.

The cost of returning the item to us is your responsibility. Returned items to us must be sent by recorded delivery.
Some manufacturers goods are subject to a restocking fee of 25% to return an unwanted item which we have to relay on to the customer during a refund.
Your package will not be accepted by our warehouse unless a valid Returns form has been completed and you have received a Returns number from us.
All spare parts are non returnable and non refundable due to being a special order.

We Are Accredited with the following Industry Bodies...

Get in Touch with us Today!
02920 371287

request a callback

Request a Callback!

If you would like to talk to one of our experienced installers please tell us about your general requirements, and we'll get in touch at a time that's convenient to you.
Thanks, Christopher Hughes, WarmFront.