Terms and Conditions

Windsor and Eton Stoves Limited Terms and Conditions

Dated: 22nd Jan 2019
Windsor and Eton Stoves Limited Contact details:
Website www.windsorandetonstoves.co.uk
Email support@windsorandetonstoves.co.uk
Telephone : 0800 678 5041
Windsor & Eton Stoves Limited is registered in England and Wales
Company Number 07920782
HETAS Company Registration Number 3869
Retail Address

TW17 8SG

Registered Office
In these terms and conditions Windsor & Eton Stoves Limited (07920782) shall be referred to as “the company”, “we”, “our”, "the seller", “Windsor & Eton Stoves Limited”, Windsor & Eton Stoves” and the Person, Firm or Company purchasing is referred to as the "Customer", “you”, “your”, "the buyer". Any agreement documented for the supply of goods or services is referred to as ”Contract” – The Company only enters into Contracts supported by printed documentation. Suppliers of Goods and Services to customers, other than goods and services supplied by the Company are “Other Suppliers”.
When you place an order you are agreeing to our terms and conditions
When you place an order you are agreeing to The Company terms and conditions as set out in this document. By placing an order the customer verifies that he/she is over the age if 18 years and has read these Terms and Conditions. These terms of sale apply to all goods supplied by Windsor & Eton Stoves Limited
Purchasing through Windsor & Eton Stoves Website is intended to be a pleasant and safe experience. Simply brows the site and add the products you wish to purchase to the shopping cart. Once you have confirmed your selection(s) simply go to the checkout. We accept Visa and Mastercard payments. All transactions through The Windsor & Eton Stoves Website are secured through 128bit encryption. Should you wish to pay by alternative method we accept payments by phone - please call 0800 678 5041, cheque (address provided on invoice) and by bank transfer.
If you made a mistake and can not correct it through your shopping cart then please contact us as soon as possible and we will amend your order.
Upon receipt of order Windsor & Eton Stoves will send you confirmation of receipt in writing or by email to the email address you have given. This is to indicate that we have received your order it does not indicate that a contract for the sale of any goods exists between you and Windsor & Eton Stoves Limited until we acknowledge acceptance of order through the issuing of a customer invoice. The contract is subject to your right of cancellation and Windsor & Eton Stoves Limited reserve the right to refuse to accept orders from any individual or company at its absolute discretion.
All prices quoted upon Windsor and Eton Stoves Limited website include VAT.
All prices quoted via email include VAT.

Shipping & Transit
Shipping Prices are for mainland UK only. If you do not see a suitable shipping charge please contact us to arrange for a quotation.
With each Stove order we offer a site survey. This is carried out by a HETAS registered engineer and is provided prior to shipment avoiding expensive mistakes and ensuring the ideal choice of stove and professional advice is given. Site survey is offered free of charge if within 20Kms by the most direct road route of SL4 5BZ and is chargeable at the indicated rate beyond this distance.
Stoves will normally be delivered within 2-3 working days of completion of site survey, but please allow up to 21 days (if we believe delivery will take this long, we will of course let you know). Delivery dates are our best estimates based on the information available to us at the time and are a guide only. We are not responsible for consequential loss in any form due to late delivery.
For large items delivery is usually made on a pallet, or by courier delivery if the order is smaller.

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. Stoves are heavy items and you should arrange for help to get it inside. Steps, restricted access, soft ground etc. will cause problems and should be planned for in advance. With heavy objects, the carrier can reasonably be expected to use his "sack truck" or "pump truck" to move them on level ground to a suitable location.

Please ensure somebody is available at the delivery address to receive goods and help the driver unload and take items to the delivery destination.
Should a pallet have to be redelivered due to no-one being available to accept delivery of the pallet. Then a redelivery charge may be due. We will of course let you know if ever this is the case.

When receiving goods we ask that you inspect them for damage when they arrive. Items that are signed for are deemed to be complete and to have been delivered in good condition. The goods must be thoroughly inspected before being accepted. Damaged goods must be rejected and the carrier's delivery note marked "Rejected Damaged". If the goods appear sound but the packaging has been damaged, the delivery note must signed and marked "Package Damaged". Should the goods then be found to be damaged having been properly examined, it must be reported to us, either by phone or by email, giving full details, within 24 hours of delivery. We cannot then accept claims for damage in transit or missing items after 24 hours of receipt. Beyond that time, the carriers insurance cover will lapse and no claims can be accepted.

Damaged goods will be collected and replaced at our cost subject to the conditions below. Alternatively, where possible, replacement parts such as glass, firebricks etc., will be sent to the customer to bring the product up to standard. Stoves can arrive with marks on the paintwork due to abrasion of the packaging in transit. Where paint is not included in the standard pack, it will be forwarded free of charge via the stove manufacturer.
Where stove and installation are ordered together then Windsor & Eton Stoves Installation Team will deliver the stove upon the day of installation. In this case the team will have pre-inspected the goods and parts. The customer will be required to sign for receipt of goods so again we ask that you inspect them for damage when they arrive. Items that are signed for are deemed to be complete and to have been delivered in good condition. If you are unable to check goods then please sign for the goods as “unchecked” or “unseen”. If anything is damaged then please let us know as soon as possible. We cannot then accept claims for damage in transit or missing items after 24 hours of receipt.
Faulty / Defective Goods
Should you find that goods delivered are faulty. Please let us know as soon as possible. We will normally ship replacement(s) free of charge.
Please contact us first if you receive faulty good as we will not pay for replacement parts or repair services without Windsor & Eton Stoves Limited prior express consent.
You must inform us within 24 hours of receipt of goods. Where it is clear that you goods were faulty when you received them then we will either replace or arrange for repair free of charge.
This is in addition to the manufacturers warranty / Guarantee.
Damage in transit is not the same as faulty goods. Please see Shipping & Transit.
Returns Policy

Should you change your mind you are entitled to cancel your order and return the goods within 7 days. Do this by contacting us by email or telephone and quoting the order number supplied to you. You will be required to arrange to return it to us at your cost, unused and in it's original packaging. On receipt, undamaged, we will refund all monies paid and the outward carriage charge. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or mis-described. Any goods returned should be in saleable condition. 

Should you change your mind you are entitled to cancel your order and return the goods within 30 days. Where goods are not at fault a 20% restocking charge will be applied, excluding the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. You will be required to arrange to return it to us at your cost, unused and in it's original packaging. On receipt, undamaged, we will refund all monies paid less a 20% restocking charge and the outward carriage charge. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or mis-described. Any goods returned should be in saleable condition. 

A large number of stoves are made to order. Where this is the case, within 2 days of scheduled delivery a 20% restocking charge will be applied. Do this by contacting us by email or telephone and quoting the order number supplied to you. We will refund all monies paid less a 20% restocking charge. Your refund will be paid within 30 days.

Specially ordered or non stock items, are excluded from the returns policy and are non returnable.

Survey & Installation
The customer agrees to provide Windsor & Eton Stoves Limited with reasonable access to the Site and provide any other information as Windsor & Eton Stoves Limited reasonably request to enable to Windsor & Eton Stoves Limited to complete the Survey and any further works relating to Installation.
Windsor & Eton Stoves Limited will try to undertake the Survey and / or installation by any date agreed with the Customer, but all dates are estimates.  If the customer delays or prevents Windsor & Eton Stoves Limited from undertaking the Survey or installation at the time agreed, we may apply reasonable additional charges and/or claim a reasonable extension to any date agreed.  The Company will notify the Customer in writing of any additional charges, which will be payable by the Customer.
Windsor & Eton Stoves Limited Site Survey is intended to ensure that the correct appliance is specified for the intended location and that the optimum location and configuration for the appliance is recommended.
Site surveys are carried out by our team of friendly, efficient and highly skilled HETAS certified engineers.
We pride ourselves on the accuracy and fairness of our no-obligation estimates however a site survey is a visual inspection only. Resulting estimates may summarise situations and omit issues that are unknown at the time of the estimate and so must not be taken as fully definitive of the work necessary or of the costs.  
Estimates are offered for the guidance of the Customer and the Company’s Representatives.
The Estimate will specifically include the known tasks to be undertaken by the Company. Anything not expressly included in the Estimate must therefore be considered “Extras”.
Any Contract is conditional upon final inspection by the Company. If it is unfeasible to carry out the works on the terms specified, the Company will notify the Customer and return any Customer's deposit; whereupon the contract shall be null and void and neither party shall be under any liability. Any pre-defined Inspection fee will not be refunded.
Estimates by the Company shall be open for acceptance for a period of twenty-eight days during and after which the Company reserves the right to modify or withdraw the same.
The Customer is entirely responsible for ensuring compliance with any applicable Planning or Listed Building Regulations, and for confirming their compliance to the Company in writing.
The Customer hereby accepts any and all legal and financial ramifications resultant from their failure to comply with any and all applicable local authority regulations.    
Once installation dates are confirmed. Customer requested cancellations may at our discretion incur a charge to cover labor. Labor cancellation charges are currently set at £250.00 per day (or part day) per installation engineer. We would always aim to reallocate labour wherever possible and therefore mitigate any customer cancellation charges.
Fixed Price Installation Offer
Windsor & Eton Stoves fixed price installation is designed for installation into a traditional fireplace hearth / flue utilising a flexible flue liner. The Fixed price service assumes a suitable hearth and chimney opening are available, the flue system is not constricted or defective and that access can safe be achieved using a roof ladder. The offer assumes the fireplace requires no additional preparation. Windsor & Eton Stoves fixed price installation should cover 90% of all such installations scenarios. This is intended gives peace of mind and ensures safe, efficient installation with local building control approval included.
Windsor & Eton Stoves fixed price installation is Subject to Site Survey.
Installations components include;

  • Site Survey (Survey Inclusive).
  • Standard Chimney Cowl (add £80 for Anti Downdraft Cowl)
  • Clamp
  • Closing plate
  • We will provide up to 8 meters of 100-155mm diameter 904 grade stainless steel flexible flue liner. This generally comes with a 25 year manufacturers warranty.however we do reserve the right to vary supplier (s) and therefore manufacturers warranty period may vary.
  • Should wider gauge Flue liner be required then Windsor and Eton Stoves Limited reserves the right to re-quote.
  • Advice on the correct choice of flue liner will be offered following site survey.
  • Should the customer not then wish to proceed a non-refundable £25 Inspection fee will apply to basic on-site visits & estimates.
  • All of our chimney Liners are HETAS approved and satisfy Building Regulations.
  • Support Bracket
  • Single – Twin Wall Long-Tail Adaptor
  • Register plate (including angle irons)
  • Suitable Stove Pipe
  • CO2 Alarm (Legal Requirement)
  • Sundries – All brackets and fitting we use are of decent thickness steel and well designed.
  • Support Bracket(s)
  • Clips
  • Paint
  • Fire Cement
  • Mortar
  • Data Plate
  • Certification of Compliance (Legal Requirement)
  • Building Regulations / Control Approval. (Legal Requirement)
  • Price Includes VAT
  • Offer Excludes Internal / External Venting
  • Excludes Flue Liner Insulation, Back Fill or Lagging
  • Excludes damper
  • Excludes Draught Regulator
  • Excludes any items not expressly included must be considered as "extras" and will be chargeable.

Windsor & Eton Stoves fixed price installation offer assumes that suitable chimney, with suitable hearth and opening are available and that a suitable stove is proposed; The inclusive survey aims to verify this, ensuring a safe, efficient and legal installation. In most cases the Windsor & Eton Stoves fixed price service will be sufficient.
Windsor & Eton Stoves fixed price installation is subject to our Standard terms and conditions.
We always aim to ensure that our prices are reasonable and fair; therefore should any additional work be required we will provide a detailed estimate, outlining the reason(s) for and itemised pricing covering any further materials or work necessary.
Windsor & Eton Stoves are an approved HETAS installer. We ensure the safety, technical standard and compliance with Building Regulations of all work carried out.
All materials supplied and/or fitted by the Company will comply with HETAS recommendations and be of good quality and suitable for use under those recommendations.
Minor blemishes & imperfections that do not impede performance are in the nature of stoves & chimneys, and are not covered by warranty. This does not affect your statutory rights.

Despite the Company’s best endeavours installations The may not be aesthetically perfect due to peculiarities in fireplaces, stoves, chimneys, hearths and buildings design & construction.
Customer accepts that unavoidable compromises may be necessary during installation under 3(c) placing Building Control / HETAS standards above minor aesthetic considerations.
Until full payment has been made to the Company, all materials shall remain the property of the Company.
The presence of any alleged defect does not constitute a reason for withholding any payment. Any costs of pursuit of the customer for outstanding payments will be charged.

Removal and reinstatement of existing surround, hearth or appliance. It is often necessary to remove elements of an existing installation in order to either facilitate an installation or ensure compliance with relevant building regulations. whilst every care is taken when removing and reinstatement of an existing surround, hearth or appliance, Windsor & Eton Stoves Limited accept no responsibility for any damage caused.
Once connected and tested to confirm that it is it is working correctly it ia stove is then considered to be used and if not faulty is not returnable. 
Installation Services
The Company offer a complete professional fitting & installation service on both stoves and fireplaces which will be installed by a qualified HETAS engineer. We will ensure that the proposed installation is safe and efficient and conforms to all legal requirements, providing many years of beauty, warmth and enjoyment.
All Materials supplied will comply with HETAS & Building Regulations. Installations will comply with HETAS & Building Regulations, cosmetic considerations excluded.
HETAS Certificates of Compliance with Building Regulations will only issued on the completion of installation work and once full payment has been received by the Company. This is vital importance in demonstrating that the installation was carried out by a competent installer working for a HETAS registered business and complies with the relevant Building Regulations. The information on the certificate is used to record your installation, and in England & Wales it is used to notify your Local Authority Building Control Department (LABC) of the work that was undertaken.

Roof Tiles. We take great care to avoid damage to roof tiles. In the very rare event that roof tiles are broken, replacement or making good would be considered "extras"  an chargeable.For certain types of roof a cherry picker will be recomended or offered as optional. 
Dust. For complex projects where a considerable building work is required we will take reasonable measures to limit the ingress of dust, however it must be appreciated that dust and the ingress of dust will be unavoidable. 

Plaster Finish - Any plaster finish will be pre-decorated finish unless otherwise stated.

Stone / Slate Hearths. A stone / slate hearth is a natural product each piece is totally unique with its own particular characteristics, the texture on the face varies from slab to slab and it may also contain natural flaws such as an uneven face, slight laminations or veins of quartz running through the slab, please be aware of this when ordering.. Slate or Stone hearths are non-returnable for this reason. The customer accepts this when ordering.

A £25 non-refundable Inspection fee applies to pre-installation visits & estimates (unless otherwise stated) and places no obligation on the Company.
We charge £150.00 per hour for Technical reports, Incident reports and complex design and proposal generation. If these charges are to be applicable then we will inform you in advance and will not proceed without your express written consent.
If installation and Stoves are ordered together then payment for all stoves and / or installation work is in advance and in full and must be made prior to agreeing delivery or installation dates.
If Installation only is required. We will charge 50% of the estimated costs in advance prior to setting a date for installation under an individual contract. The balance due, plus any extras arising during installation, is to be paid in full when installation is complete and before the installer leaves the customer’s premises.
The Estimate will specifically include the known tasks to be undertaken by the Company. Anything not expressly included in the Estimate must therefore be considered “Extras”.
Unavoidable Variations to the Estimate determined by the Company or requested by the Customer will result in written Estimate Variations being presented for Customer authorisation.
The presence of any alleged defect does not constitute a reason for withholding any payment. Any costs of pursuit of the customer for outstanding payments will be charged.
The Company will seek to agree to and/or rectify any potential issues with the Customer post-implementation, only provided that all payments due to date have been made.
Unresolved issues between the Company and the Customer shall be settled through the HETAS arbitration scheme.
Interest is due on all unpaid accounts will be charged at 4% per month or part-month over the annual base rate per anum for the time being of the Company's bank.
Any dishonoured cheque will attract a penalty payment of £30 plus 4% per month or part-month over the annual base rate per annum for the time being of the Company's bank.
There is no exception to the Interest due and penalty payment clauses above and this condition will be rigorously enforced in English Law.

Retention of Title to Goods

Title to the goods supplied by the seller to the buyer shall remain with the seller until payment in full has been received by the seller for those goods and all other goods or services supplied by the seller to the buyer. Until such time as payment in full has been made, the buyer shall hold the goods as the seller's fiduciary agent and bailee, and shall keep the goods separate from any other goods and clearly marked as the property of the seller. The buyer shall not be entitled to sell or otherwise dispose of the goods until payment in full has been made to the seller. In the event that the buyer fails to pay for the goods in full, the seller shall have the right to enter the buyer's premises to repossess the goods or to recover their value.


Adverse Weather Conditions
From time to time adverse weather conditions can affect our installation timetable. Windsor & Eton Stoves make every effort to ensure your stove is delivered and installed on the specified date, however occasionally adverse weather conditions such as snow or very high winds can make access to roof areas dangerous and can also affect our supply chain. If this happens we will keep you informed and contact you as soon as we can to re-schedule your installation in the next available time. The safety of our staff and customers is of the highest importance.
Delays in transit are possible and can be beyond our control. Please do not book installation services or take time off work until you have received your stove. For this reason Windsor & Eton Stoves Limited are not liable for any costs incurred as a result of a delivery being late, or incorrect.

The Company undertakes to repair or replace, free of charge, any materials proven defective as a result of faulty manufactured materials or the Company’s workmanship within 12 months from Installation.
Interference with or modification to the Installation if undertaken by other persons, including damage due to accident or misuse and faults or premature deterioration resulting from misuse or abuse or the use of inappropriate & damp fuels invalidates any warranty on stoves & chimneys - The Company may at its sole discretion may decline to service or repair stoves & chimneys so-damaged or to make significant charges.
Customers’ failure to correctly use and maintain installations are excluded. The Company may charge for service calls of this nature, or may refuse to rectify related issues.
Exclusions apply to service-replaceable stove and flue parts including door and glass seals, glass, grates, fuel retention bars, ash-cans, register plates, sweeping accesses and seals, internal stove linings, dampers, closing plates, flue outlets, baffles, tools, door seals and door latches and to any part of the stove or chimney damaged by excess heat, chimney-fires, abuse, misuse, water-damage or adverse weather.
The Company will assist Customer redress from Manufacturers’ for rectification charges, but those charges remain due to the Company regardless of outcomes.
Warranty facilities apply only to the original Customer and are neither extendable nor transferable to any other party.
Materials Warranty - This warranty covers replacement of the parts found to be defective. This warranty does not cover the labour or shipping charges. Manufacturers will reserve the right to inspect any component prior to replacement. The warranty is conditional on the completion and return of the registration card within 2 weeks of purchase.

Windsor and Eton Stoves’ name must be shown on the guarantee card. 

This limited warranty is not transferable and is extended only to, and is solely for the benefit of the original purchaser of the stove. Please retain your dated sales receipt as proof of purchase.
Limit of Liability
Windsor & Eton Stoves Limited accept no responsibility for loss, damage or injury resulting from the use of any product sold from this website. Use is at customer's risk. Knowledge of and adherence to local laws and/or statutes is the responsibility of the consumer. Windsor & Eton Stoves Limited, its employees and other agents shall not be liable for any direct, indirect, special or consequential loss or damage including loss of profit or any other form of compensation. These terms apply to your order. Windsor & Eton Stoves may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
Privacy Notice
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
The information contained in this website is for general information purposes only. The information is provided by Windsor & Eton Stoves Limited and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are able to link to other websites which are not under the control of Windsor & Eton Stoves Limited. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, Windsor & Eton Stoves Limited takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
This website and its content is copyright of Windsor & Eton Stoves Limited - © Windsor & Eton Stoves Limited 2012. All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following: You may print or download to a local hard disk extracts for your personal and non-commercial use only. You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material. You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.


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