Refund policy

MATERIALS

*As is the norm with chimney-liner manufacturers, chimney liner CANNOT be returned as this is a customised cut-to-length item direct from manufacturer on your behalf.

You can return other items within 30 days of purchase.

Please contact us for returns labels (returns without these labels will not be accepted). We send these to you via the post. Please add one label to each separate item (one address label and one "Stovefitter's RETURN" label).

Please use a signed-for service (e.g. Post Office signed for service).

Please note that items will be inspected once they arrive with us. If damaged then a refund cannot be given. We strongly suggest that twin wall, especially "lengths" of flue pipe", are heavily wrapped with bubble wrap or similar.

Even better put these items on a pallet, secure with pallet-wrap or cling-film and contact us for a "pallet collection" price.

Contact details at top of website.

STOVES

If you wish to return a stove please contact us within 14 days of purchase. We will arrange the collection of your stove.

Please note that it is the buyer that is responsible for any carriage costs incurred.

This cost is usually between £60 - £120 depending on where you are and what the item is.

This is a direct cost to us to have the item shipped and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.

If you wish you can arrange to return the items yourself.

Delivery: There will only be one driver who will unload a pallet from the lorry via a flat and smooth surface to a flat and smooth surface. Drivers will not enter your house. Drivers have the goods on a pallet truck (max. 2" clearance from ground) which DOES NOT traverse gravel or steps or grass or tight corners.

Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.

Please also note our Terms & Conditions in the footer of this website.

STOVES DAMAGED BY OUR COURIERS

If goods are damaged please feel free to accept or reject at the time of delivery (sometimes it is easier to accept the order rather than reject it due to one item of many being damaged). We will replace damaged items even if you have signed for them as long as we are notified within 7 days of purchase. We will require photographs of damaged items in order to replace (via Live Chat/Whatsapp/email is fine). We may ask to collect damaged items, or ask you to return damaged items to us (in the latter case we will refund your reasonable postage costs).

Delivery: There will only be one driver who will unload a pallet from the lorry via a flat and smooth surface to a flat and smooth surface. Drivers will not enter your house. Drivers have the goods on a pallet truck (max. 2" clearance from ground) which DOES NOT traverse gravel or steps or grass or tight corners.

Collection: Should goods require returning to us for whatever reason (including if stove damaged or faulty) via a "collection" then it is your responsibility to strap goods securely to the pallet and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. We will send tie-down straps if required. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.

Please keep the pallet and wrapping until you know you are happy with the goods (if goods need to be returned to us we can send webbing straps to assist).

We must be notified of any damaged items within 7 days of the date delivered for a refund to be provided.

Please contact us if your stove is to be returned.

Please also note our Terms & Conditions in the footer of this website.

PALLETS

RETURN OF PALLETED GOODS TO STOVEFITTER'S WAREHOUSE

If you wish to return goods on a pallet please contact us within 14 days of purchase. We will, at our discretion, arrange the collection.

Please note that it is the buyer that is responsible for any carriage costs incurred (unless the goods are not as specified or faulty etc.).

We will deduct any courier cost from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.

Here is the procedure for returning pallet goods:

1. We can despatch in the post a pair of roofrack-style straps (only if you need them - please let me know).

2. You will put the goods on the main pallet they arrived on (in the case of a stove this is the delivery pallet used for delivery to you and not just the mini-pallet underneath the stove), wrapped in the materials it came in to ensuring rain cannot get to the goods.

3. You will strap or rope the goods to the pallet (taking care to ensure the straps cannot damage the goods—some old blanket or thick card under the rub-points is ideal). If an item is damaged due to poor wrapping or strapping you may be made liable by ourselves.

4. We may or may not need to send you two labels (via post) to add to the pallet—we will let you know if this is required. Please contact us via SMS (see top of website) and request our bright orange returns labels (returns without these labels might not be accepted).

5. You will send us a photograph of the goods "ready to go" strapped onto the "pallet suitable for forklift/pallet truck. (text or Whatsapp to 07769808007)

6. We will arrange to have the goods collected on a work day of your choosing. We cannot give an exact time. If the courier fails to arrive for any reason the collection will be rearranged with you a second time. If you are not at the property on both occasions then please see point 12.

7. As soon as the goods have been collected we can arrange a new delivery with you (if this is applicable). We may request a delay until the pallet has arrived back with us - this is at our discretion.

8. Total cost of collection of a pallet is £75. IF THIS IS DUE TO AN ERROR ON OUR PART THERE IS NO CHARGE.

9. Total cost of collection of a pallet and delivery of a replacement pallet is £130. IF THIS IS DUE TO AN ERROR ON OUR PART THERE IS NO CHARGE.

10. There may be extra charges for Scotland or any island. 

11. Should goods require returning to us for whatever reason (including if damaged or faulty) via a "collection" then it is your responsibility to follow the above instructions and move the pallet to a flat and smooth area close to where the lorry driver can access it with his pallet truck. 

12. GOODS SENT TO YOU BUT NOT INVOICED: IT IS YOUR TASK TO FOLLOW THE ABOVE INSTRUCTIONS SO GOODS NOT NEEDED CAN BE COLLECTED BY OURSELVES OR OUR AGENT. YOU WILL ENSURE GOODS ARE ON AN APPROPRIATE PALLET (SUITABLE FOR FORKLIFT OR PALLET TRUCK) AND STRAPPED SUITABLY FOR LORRY DELIVERY. SHOULD WE BE UNABLE TO COLLECT, FOR ANY REASON WHATSOEVER: THIS WILL RESULT IN YOU BEING INSTRUCTED TO RETURN THE GOODS TO THE ADDRESS AT THE FOOT OF THIS PAGE IN A MANNER OF YOUR CHOOSING. SHOULD WE STILL NOT RECEIVE THE GOODS WITHIN 14 DAYS OF THAT INSTRUCTION THEN THE GOODS WILL BE INVOICED TO YOU FOR PAYMENT WITHIN 7 DAYS.

13. If your location is not suitable for a pallet truck delivery it is for you to organise transfer of the goods to or from a location suitable for the pallet delivery/collection.

14. If we cannot retrieve your goods please deliver to: DELIVERY ADDRESS: Stovefitter's and Longcoats, Glan Afon (The Chapel), Chapel Street, Mochdre, Conwy LL28 5BB

 

TERMS OF SERVICE

GUARANTEE

In any event of a guarantee claim, our liability is limited ONLY to the product supplied, it does not extend to consequential loss or damage arising from a defective product(s).

For the avoidance of doubt our liability does not extend to:

Stove or chimney or chimney-liner or chimney-parts installation or uninstallation costs.

By purchasing from Julian Patrick Marketing Ltd. (trading as Stovefitter's or Stovefitter's Warehouse) you agree to this limited liability.

Any guarantee is applicable for the purchaser ONLY and is non transferable.

Note that we are an Internet business and deliver stoves and materials all over the UK. We cannot visit your premises at any stage to look at a fault or problem. We will though collect a faulty product (if within guarantee) and repair it (or replace a product with the same or similar).

If you wish to return a stove you will follow these instructions:

 

Hi,

Regarding procedure for stove returns:

1. We will despatch in the post a pair of ratchett straps (only if you need them let us know).
2. You will put the stove on the main pallet, wrap it in the materials it came in.
3. You will strap it to the pallet. 
4. You will send us a photograph (email, text or Whatsapp).
5. We will arrange to have it collected on a work day of your choosing.
6. You will ensure the pallet is placed "kerbside" for the driver to collect (or suitable flat surface accessible by pallet truck). The same place the driver delivered it to is usual.
7. As soon as it has been picked up we can arrange a new delivery with you.

Total cost of collection and delivery of a new stove is £90. We will charge just £45. IF THIS IS AN ERROR ON OUR PART THERE IS NO CHARGE.


Glass warranty: Applies only if customer has paid for warranty.