Terms and Conditions
General Disclaimer – Product information is offered in good faith, but should only be regarded as a guide, it is intended to inform you about features included in said product, this is not a definitive list and there can be information that has not been added. Dimensions and other technical specifications on this site are mostly as provided by the manufacturers and can sometimes be approximate. Fireplace Products reserves the right to change/update specifications and prices without notice. If you need specific details relating to individual products, please confirm prior to purchasing or making contractual arrangements. Red Oak Fires ltd or its staff can not accept liability or responsibility for pricing, typographical or other errors on this web site. While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. The information online is shown as an invitation to treat and any orders received for these products are treated as offers. We reserve the right to review all orders placed and refuse any order at our discretion. Red oak fires LTD is a registered company in England as such the contract will be made under English law and subject to the jurisdiction of the courts of England & Wales. Remember stoves and fireplaces are both heavy and fragile, and need careful handling and storing until installed.
Ordering - All orders can be placed over the phone with one of our experienced sales team. We accept payment by credit/debit cards, cheques or electronic bank transfers, all prices shown online include VAT. Once your order has been processed you will be e-mailed an order confirmation outlining the goods you have purchased. On completing your order, your card will be debited with the order amount; this will be refunded if your order is refused. Cancellations can be made at any time (see our Cancellations and Returns Page for more information). Product lead times can vary, we try to keep as many products in stock as possible, but sometimes items will need to be ordered in. We will always quote you an estimated lead time at the point of order (lead times can go up or down without notice, we will do our utmost to keep you informed of any changes). High value and larger bulky items will often need a signature at the point of delivery, we will therefore arrange a suitable delivery date once your entire order is in stock and ready for dispatch. Items that do not require a signature will be sent out as soon as they are ready to be dispatched. In both circumstances you will receive notification informing you that your order has been dispatched.
Collections - you can collect smaller items9 i.e. accessories) from our showroom (full address available on the front page of web site). If you are ordering by phone let the person you are talking to know that you wish to collect. Once your order is with us and in stock we will contact you to let you know. When you come down to collect the items ensure that you have a copy of your order, and some identification. If you are collecting on behalf of someone else, we need confirmation from our customer in advance so we can release the goods.
Delivery Details - Most deliveries will be made using couriers and not our own vehicles, for this reason we ask you to inform us if there will be any access problems, alternative delivery arrangements can be made if we have been made aware beforehand (please note this can on occasion lead to additional charges). It is important that there will be able bodied persons at the delivery address on the day scheduled for delivery who are available to assist the driver (if required) to unload and take the items to the delivery destination. The normal delivery window is from 8am - 6pm. If you are not in on your agreed delivery date then you may incur re-delivery charges. Delivery dates can be rearranged at no additional cost (providing we have enough notice) so please contact a member of our sales team should you need to reschedule.
Signing For Your Goods - Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are completely satisfied with the condition of your purchase. If someone is signing for an order on your behalf, please ensure that they are also aware of this. Items that have been signed for 'cleanly' are deemed satisfactory in condition. If you are unsure about an item, we ask you to contact us prior to signing. If you are not given adequate time by the driver to inspect the goods, if we have instructed you to do so, or if the item is damaged then please sign the driver’s documents as 'damaged', this will allow us to open up claims proceedings in the event of damage occurring. Please accept items even if they are damaged and do not dismiss the driver, if the driver has been dismissed without authorisation from a member of our staff then you will be liable for any re-delivery costs that we may incur. We operate a 48hour inspection window, allowing you up to 2days to take the time and inspect the goods thoroughly. Any problems must be identified to a member of our customer services team within this 48hour window in order for us to be able to open up claims proceedings. Any problems reported after this window may incur additional costs for replacement parts.
Damages - We aim to supply goods in excellent condition. Should damage occur, we will open a claims proceeding. It is vital for us to gather as much information about the nature of the damage and how it occurred, through this we ask if you can provide photographs of the damage and then e-mail them over to us at email@example.com this will help to speed the claims proceeding so that we can rectify any issues in a timely fashion. The documentation that is signed for at the time of delivery will play a pivotal role in these proceedings, so please ensure that it has been signed for correctly. If you have signed for something in good condition and then later realise that it is damaged, it is very difficult for us to get a successful claim, and this can result in additional costs being incurred by you. Please take the time to check the goods fully before you sign for them.