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Terms & Conditions

Windsor and Eton Stoves Limited Terms and Conditions. Dated: 14th July 2024.

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
Windsor & Eton Stoves Limited, Squires Garden Centre, Halliford Rd, Upper Halliford, Shepperton, TW17 8SG

Registered office
Windsor & Eton Stoves Limited, 15 Vansittart Road, Windsor, England, SL4 5BZ

In these terms and conditions Windsor & Eton Stoves Limited (07920782) shall be referred to as "the company", "we", "our", "Windsor & Eton Stoves Limited", "Windsor & Eton Stoves" and the Person, Firm or Company purchasing is referred to as the "Customer", "you", "your". 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 of 18 years and has read these Terms and Conditions. These terms of sale apply to all goods supplied by Windsor & Eton Stoves Limited.

Ordering

Purchasing through the Windsor & Eton Stoves website is intended to be a pleasant and safe experience. Simply browse 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 an 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 cannot 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 the 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 20km 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 at 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 be 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, as soon as reasonably practical.

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 the 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.

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 goods as we will not pay for replacement parts or repair services without Windsor & Eton Stoves Limited prior express consent.

You must inform us as soon as it is practical to do so. Where it is clear that your 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 manufacturer's 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 14 days of receipt. 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 its original packaging. On receipt, undamaged, we will refund all monies paid and the outward carriage charge. 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 14 days. If the goods are not at fault, a reasonable restocking charge may be applied, excluding the cost of delivery. To initiate the return process, please contact us by email or telephone, quoting the order number provided. You will be required to arrange the return at your own cost, ensuring the goods remain unused and in their original packaging. Upon receipt of undamaged items, we will refund all monies paid, less a reasonable restocking charge and the outward carriage cost. Refunds will be processed within 14 days.

Please note that this cancellation policy does not affect your rights when we are at fault, for instance if the goods are faulty or misdescribed. Any returned goods should be in saleable condition.

A large number of stoves are made to order. In cases where this applies, within 2 days of the scheduled delivery, a reasonable restocking charge will be applied. To initiate the return process, please contact us by email or telephone, quoting the order number provided. We will refund all monies paid, less a reasonable restocking charge. Your refund will be processed within 14 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 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.

The 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 quotations, however a site survey is a visual inspection only. Resulting quotations may summarise situations and omit issues that are unknown at the time of the quotation.

The quotation 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 reasonable losses. 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 safely 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 installation scenarios. This is intended to give peace of mind and ensure safe, efficient installation with local building control approval included.

Windsor & Eton Stoves fixed price installation is subject to site survey.

Installation components include:

The offer excludes:

The Windsor & Eton Stoves fixed price installation offer assumes that a 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.

Materials

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 and imperfections that do not impede performance are in the nature of stoves and chimneys, and are not covered by warranty. This does not affect your statutory rights.

Despite the Company's best endeavours, installations may not be aesthetically perfect due to peculiarities in fireplaces, stoves, chimneys, hearths and building design and construction.

The customer accepts that unavoidable compromises may be necessary during installation, 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 right of set-off: where a consumer has an arguable claim under the contract against a trader, the law generally allows the consumer to deduct the amount of that claim from anything he or she has to pay. This helps prevent unnecessary legal proceedings. It is the consumer's normal legal obligation to pay promptly and in full what is properly owing, that is the full price, on satisfactory completion of the contract. Any costs of pursuit of the customer for outstanding payments will be charged.

While we take every precaution when removing and reinstating existing surrounds, hearths or appliances, there are cases where removal without damage is difficult or impossible. In such instances, the customer must acknowledge this risk. Our liability extends to negligence or lack of care on our part, but we do not accept responsibility for any damage incurred during the process. However, this does not affect the consumer's rights if the goods are not fit for their intended purpose or if they were misdescribed.

When a stove is connected and tested to confirm that it is working correctly, it is generally considered to be used. If the stove is not faulty, it is typically not returnable. However, if the goods are not fit for their intended purpose or are misdescribed, the consumer's rights remain unaffected. If you have any specific concerns about a stove purchase, we recommend checking the warranty or contacting us for further guidance.

Installation services

The Company offers a complete professional fitting and 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 and Building Regulations. Installations will comply with HETAS and Building Regulations, cosmetic considerations excluded.

HETAS Certificates of Compliance with Building Regulations will only be issued on the completion of installation work and once full payment has been received by the Company. This is of 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 and Wales it is used to notify your Local Authority Building Control department (LABC) of the work that was undertaken.

For specific roof types, we recommend or offer a cherry picker as an optional solution. If the customer declines the use of a cherry picker and work proceeds using an alternative such as ladders, we take great care to avoid damage to roof tiles. In the very rare event that roof tiles are broken, replacement or repair services would be considered as additional extras and could incur charges. Importantly, if tiles were damaged due to the Company's negligence, we will not charge for their replacement.

Dust: for complex projects where 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 a pre-decorated finish unless otherwise stated.

Stone / slate hearths: a stone or 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.

Payment

We charge £200.00 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 quotation 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 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 due on all unpaid accounts will be charged at 3% 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.

Title

Title to the goods supplied by Windsor and Eton Stoves Limited to the buyer shall remain with Windsor and Eton Stoves Limited until payment in full has been received by Windsor and Eton Stoves Limited for those goods and all other goods or services supplied by Windsor and Eton Stoves Limited to the buyer. Until such time as payment in full has been made, the buyer shall hold the goods as Windsor and Eton Stoves Limited's fiduciary agent and bailee, and shall keep the goods separate from any other goods and clearly marked as the property of Windsor and Eton Stoves Limited. 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.

Warranty

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, misuse, and faults or premature deterioration resulting from misuse, abuse, or the use of inappropriate or damp fuels, may invalidate any warranty on stoves and chimneys. The Company reserves the right to decline servicing or repairing stoves and chimneys that are so damaged, or to make significant charges. However, if the interference or modification by a third party did not cause the damage, the Company may still be liable.

While customers' failure to correctly use and maintain installations does not automatically exclude their rights, the Company reserves the right to charge for service calls related to misuse or refuse to rectify issues caused by such misuse. However, if the issue is not caused by the customer's failure, the Company may still be liable.

Exclusions apply to service-replaceable stove and flue parts, including door and glass seals, glass, sweeping access seals and internal stove linings, dampers, closing plates, flue outlets, baffles, tools, door seals, and door latches. Additionally, any part of the stove or chimney damaged by excess heat, chimney fires, abuse, misuse, water damage, or adverse weather is excluded. However, these exclusions do not affect the customer's statutory rights, especially if items fail within a reasonable time.

The materials warranty covers the replacement of defective parts for wood-burning stoves and installations. However, it does not cover labour or shipping charges. Manufacturers retain the right to inspect any component before replacement.

The consumer's statutory rights are not affected by this warranty. If any issues arise within a reasonable time, those rights still apply.

Limit of liability

It is the consumer's responsibility to be aware of and adhere to local laws and statutes. Windsor & Eton Stoves Limited, its employees, and other agents are not liable for direct, indirect, special, or consequential losses, including loss of profit or other forms of compensation. However, it is important to note that the Company may be liable for foreseeable losses, including foreseeable consequential losses. These terms apply to your order. Please be aware that Windsor & Eton Stoves may change its terms and conditions at any time, so assumptions about future terms should be avoided.

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.

Disclaimer

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. While we provide information on this website, we recommend that the customer confirms the specifications of any products and services during the quotation process. 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.

Copyright

This website and its content is copyright of Windsor & Eton Stoves Limited, © Windsor & Eton Stoves Limited 2024. 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.

Dispute

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 the minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

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