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Terms & Conditions

The following Terms and Conditions apply to all transactions processed on the FIRES2U whether ordering online or over the phone. All transactions made through FIRES2U indicates your acceptance of all Terms and Conditions.

Please read carefully and print a copy for your own reference.

  1. Business Contact and General Details

Orderlink ltd t/a Fires2u

Units 8A & 8B
The Dairy Industrial Estate
Long Lane
Aintree
Liverpool
L9 7BD

Telephone Number - 01515259980
Email Address - enquiry@fires2u.com

Vat No: 678 2764 82
Company Reg No: 02200847

  1. Use of This Site

2.1 These Terms and Conditions apply to all transactions on this website, whether you are ordering online or by telephone. Using this site and placing an order indicates your acceptance of these terms and conditions. Any changes to these Terms and Condition will take effect on the date they are posted onto the site (see date above) without prior notice to you.

  1. Supply of Goods

3.1 To order goods on our website or over the phone, you must be at least 18 years of age and live on mainland in the UK. FIRES2U reserves the right to refuse the supply of goods at its discretion or to deliver to any particular postcodes.

  1. Ordering

4.1 To order goods on our website or over the phone, you must be at least 18 years of age and can accept delivery within mainland UK
4.2 FIRES2U accept all major credit and debit cards including Visa (credit/delta/electron), Maestro, Solo and MasterCard.
4.3 A billing address and telephone number will be required when placing an order; this must match with what your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received.
4.4 All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason, we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any losses you may suffer if we do not supply the goods.

  1. Offer and Acceptance

5.1 All orders placed on our website were payment has been accepted by Protx will end with Step 4. Order Complete page which will state your invoice number and the price of your order. On this page there is a Print your own records tab which you must click on and then print. This will show a copy of your electronic acknowledgment, which states your invoice number, all the products you ordered, the prices of them and FIRES2U telephone and email address. Transactions over the phone will be acknowledged electronically by e-mail after the order has been place and payment has been accepted by Protx and will state the same as above. Please note that all electronic acknowledgments do not constitute order confirmation or order acceptance.

5.2 A creation of a legally binding contract between FIRES2U and you will take place once your order has been processed and the order status has been confirmed as Order Placed. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person, by e-mail or telephone).

5.3 FIRES2U reserves the right to refuse the supply of goods ordered online or over phone at its discretion or to deliver to particular postcodes.

  1. Prices

6.1 All prices are shown in pound sterling and include VAT. Total price payable will be stipulated at time when you place your order. However occasionally we may have to make adjustments to a products price if the incorrect price of a product was originally included. If this did occur you would be informed of the correct price and allowed to cancel the order.

6.2 Most prices include delivery charges to Mainland U.K, which will be payable as indicated at the time the order is placed. However, there will be a delivery charge for post codes in Highland Mainland, Isle of Wight and Isles of Scilly and on some of the larger products on this site.

6.3 Refunds will not be given, if after purchasing an item it is later offered at a reduced price.

  1. Returns and Cancellations

7.1 If you are not totally satisfied with your goods, you have the right to return your order as long as you contact us via email (sales@fires2u.com) within 14 days of receipt of your product. (ii) Within your email you must state the product you have purchased and include your name, order number, the name of all products you wish to return and the reason why you want to return them. FIRES2U will then email you a reply stating their Return policy which you must read and agree too (iii) A Returns Authorisation Number (RAN) will be then be issued to you. (iv) The RAN must be marked clearly on the package by you before it is returned to FIRES2U, otherwise product will be refused. (v) Items must be returned back within 14 days of agreeing to our return policy. (vi) You will receive a refund provided that you return the goods delivered back to FIRES2U as they were sold in new, unused and complete condition in their undamaged original packaging (if you have opened the box to examine the product it must have been done so without damaging the packaging or damaging the product) with all components and accessories. We will however deduct the original delivery cost of the product you have returned back to . Please note this does not affect your statutory rights.

7.2 If you wish to return an unwanted item, you will be subject to organising and paying the delivery to return the item back to FIRES2U. You must ensure you use an insured delivery service to return any items, as we will not be liable for any damage caused by the courier on the return journey.

7.3 When we or our manufacture receive the goods, they will be inspected to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you. If we receive an item that either is not in the condition, we sent it or has missing components we shall charge you the cost to cover these items.

7.4 FIRES2U will not accept liability if product is not suitable for your chimney or flue, as stated within our installation page we always advise customers to speak a Gas safe fitter before purchasing any gas product from our website to make sure it will be suitable for your homes individual needs before placing an order.

7.5 Refunds will be completed by the same method of payment you used after full inspection of the product, within 14 days of receiving your returned goods back our warehouse.

7.6 It is however important to note we will not accept returns or give refunds on "special items" this includes all Balanced flue fires, LPG fires, British fires, DRU fires and Stoves, Dik Geurts stoves and Spartherm stoves, any parts that are specially ordered in for you and/or your fire appliance or are listed as ‘optional extras’ or 'spacer kits'. 

7.7 If you want to cancel your order before you have received it, you must inform us of this cancellation via email and state your invoice number, full name and address, the name of the product and the date of when it was purchased. A refund will be issued by the same method of payment you used when you processed the order minus £3.50 for banking costs. If the product(s) has been ordered in for you and it has come into stock you will also be charged a restocking fee. However, for all "special items" which include all Balanced flue gas fires, LPG Fires, British fires, DRU fires and Stoves, Dik Geurts stoves and Spartherm stoves we cannot cancel these orders once the order has been placed with the manufacture so please note no refunds can be issued on these products at any stage. 

  1. Damaged

8.1 If you notice any sign of damage when you receive your boxed/packaged/pallet product please mark the delivery note or handheld machine or paper document as "damaged" at the time of signing and leave the product in its damaged packaging and email us informing of this problem within 24 hours.

8.2 (i) Any damage you notice to the actual product when the box/packaging has been opened should be reported by email to us within 48 hours of receiving the goods at the delivery address and attached to this email an image(s) of the damaged discussed. (ii) Once you have contacted us by email, and we have confirmed receipt of this email then have the item returned to us within 7 working days of reporting damage. All items must be returned in original packaging. Please ensure you have used an insured delivery service to return items to us, as we will not be liable for goods that are lost / damaged in transit. (iii) Items returned within 7 working days of reporting damage, will of course be repaired / replaced free of charge as soon as possible. (iv) However not doing all of the above will nullify any claim you may have, and we will refuse any liability for damage after 7 days have elapsed.

8.3 If goods are returned to us and are found not to be damaged, we will deduct any delivery costs made by FIRES2U and charge a 15% fee for Labour.

8.4 If the is damage to a part only, a replacement part will be sent directly to you once we receive invoice number, part name/number (this can be found in the installation information that comes with the appliance) and the serial number of the appliance.

8.5 If the is duplicate appliances on the order and just one appliance is damaged then that appliance will be fixed/returned separately and the other items will be seen to be able to be installed by yourself or your installer.

8.6 Please note we will not accept liability for claims for goods which are either damaged or incorrect when we are not notified within a reasonable time scale after the goods have been delivered to you, they have been moved to address that is not where we delivered the goods or if they have been installed.

  1. Faulty

9.1 All our items carry a minimum twelve-month parts and labour Guarantee or Warranty issued by the manufacturer, which starts on purchase date.

9.2 If a fault is found please check the manufactures instructions, as these often have a self-help guide or contact the manufactures technical team.

9.3 If the product still appears to be faulty and it is within the Guarantee/Warranty time limit, then you should contact the manufacturer directly. You will find their contact details in the product instructions and/or on the packaging.

9.4 If you prefer to contact us to pass on your information to the manufacture, please send via email the name of the appliance, the Serial number (which is located on the appliance itself), description of the fault, if the appliance is a gas fire your Gas safe fitter’s registration number and your Full address details (of where the fire is fitted) and Contact number once we have this information we will then contact the manufacturer via email to report this problem for you. Send these emails to faults@fires2u.com the manufacture will then contact you directly via phone to resolve this matter for you.

9.5 For all gas appliances that develop fault after the item has been installed by a gas safe registered installer, the appliance must be inspected by the manufacture at the installation address so the manufacture can check the product and also how it has been installed.

  1. Delivery

10.1 We quote approx. 14 working days (not including Saturdays, Sundays or public holidays) for delivery. However, delays of delivery of goods are sometimes outside of our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we or our suppliers are temporarily out of stock or the item ordered is a special order, we will notify you of this position and you should allow up to 30 days for dispatch of the goods.

10.2 We will only deliver goods to the billing address on the order. All orders to Mainland U.K. will be sent via road delivery. Delivery to Highland Mainland’s and Scottish Islands will always incur additional delivery charges, which will automatically be debited to your debit/credit card.

10.3 FIRES2U delivery covers ground floor one man delivery. However, if you have any special requests for delivery i.e., live in a flat, please make us aware of this before you purchase your item as we shall endeavour to arrange a special delivery for you.

10.4 If you are unable to accept delivery, please notify us ASAP (at the very least 36 hours ahead of the planned delivery day). If you do not notify us within this time and we were unable to deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee.

10.5 If good that you have ordered are refused when they are delivered by our courier service to the correct delivery address, we reserve the right to charge for refusal and any other charges our courier service charge for carrying out these actions.

10.6 All our prices include Delivery to England, Wales an mainland Scotland if you wish to return the item back to our Warehouse you will receive a refund minus the original delivery cost, this varies on each item depending of the product is delivered as boxed fire or on a pallet.

  1. Product Images and Specifications

11.1 Images on our website do not show the actual size of the items. All sizes and measurements supplied are approximate but we do try to make sure that they are as accurate as possible as they have been made accessible by either our suppliers or the manufacturers we deal with. However, in the unlikely event there is an error either within descriptions, specifications, dimension sizes, photo imagery or communicated via telephone or email; FIRES2U cannot guarantee the reliability or accuracy of the information communicated.

11.2 Full product details are available from the manufacturer's brochures or manufactures websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer. All product images, descriptions, dimensions and specifications are offered as a guide only and are subject to change at any time by the manufacturer. Do not rely on the product dimensions, images or specifications shown on FIRES2U website for installation preparation.

11.3 All limestone, marble and jurastone products are manufactured from materials purchased by the manufacture. As such the mantel you will purchase will be unique due to the inevitable variations of the material used on each individual fireplace’s suite. Please be aware that small fossils and also variations in colours in the stone or the marble are part and parcel of such products. Therefore, do not rely solely on the images on FIRES2U website for how your fireplace suite will look when it is delivered direct from the manufacture as it might differ.

  1. Fitting a product

12.1 FIRES2U does not provide a fitting service so we advise all consumers not to book fitters until they have received the relevant goods. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

12.2 Installation of gas fires requires a Gas Safe registered engineer and any electrical work must be carried out in accordance with current regulations. Gas Safe regulations require its members to work to recognised standards.

12.3 We shall not be liable for any losses, costs, damages, charges, or expenses due to damaged items once installation of your products has commenced.

  1. Personal Details

13.1 We will endeavour to take all possible reasonable care, to keep all details of your order and payment secure. However, in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering.

  1. Governing Law

14.1 These terms and conditions and the purchase of items from the FIRES2U site shall be governed by and interpreted in accordance with English Law. The English Courts shall have jurisdiction over any disputes between us.

  1. Statutory Rights

15.1 These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected

  1. Waste Electrical and Electronic Equipment Regulation 2006
    The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and Internet retailers must allow consumers to return their waste equipment free of charge.

As a distributor under the WEEE regulation it is a legal requirement that we provide a take-back service on electronic equipment that has been purchased via our website.

If purchasing a new electrical item from us we would accept your old Weee item from you and therefore prevent it going into a landfill site by disposing of it safely. You would need to organise and pay for all costs incurred in returning your electric item back to us. You must contact us via email stating you want to return your electric item back to us and state your invoice number for your new electrical product purchased on our website. We would then respond via email with a WEEE reference number that must be displayed on the electric appliance packaging before it is returned to us. Customers must return their old electrical item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

For more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com

  1. Marketing

17.1 We may contact you if you abandon or fail to complete an online purchase to see if we can offer you any assistance with this.

17.2 We may also send you information about products, promotions or special offers which we feel may be of interest to you via email in accordance with your preferences.

17.3 All marketing activities conducted by us using your personal information will adhere to the requirements of the General Data Protection Requirements legislation as outlined in the above privacy statement. If you do not want us to use your personal information for marketing or research and analysis, please email us at sales@fires2u.com with the word "unsubscribe" in the subject line.


  1. Sharing Information

18.1 We will share your name, address and contact details with our nominated national courier partners, and direct delivery suppliers, to deliver your order to you or to the companies we use to our produce marketing materials. Fires2u requires all such third parties to treat your personal information as confidential and to fully comply with the General Data Protection Regulations and all other applicable UK Data Protection laws and consumer legislation at all times.

18.2 We may have to share your information with regulatory authorities, to prevent or detect crime, or if we are required or permitted to do this by law (for example, if we have a request from the police).

  1. Complaints

19.1 If you wish to make a complaint, please contact us in writing to -

Orderlink Limited t/a Fires2u
Unit 1, 1 Hartley Avenue
Liverpool
L9 7DB
complaints@fires2u.com