a beautiful range of Fires and Fireplaces from the UK's leading Supplier

Delivery & Returns

At the Fireplace Megastore we always want shopping to be a pleasant and satisfying experience for you. In order to achieve this, we would like explain the delivery procedure, receiving of goods and our returns policy to you, so that you know exactly what to expect with regard to delivery and in the unlikely event that you need to report any damage / missing parts or return any goods to us.

Delivery Procedure

Once we have received your order we will check all the details over carefully at which point we will either send you a return email accepting your order with details of delivery, or we may telephone you for further information. At this point we will be able to answer any additional questions you may have regarding your purchase. Once this is done and payment in full has been received, we will then process your order as quickly as possible to ensure you receive your goods promptly. Although we are frequently asked, we may be unable to confirm whether it will be an AM or PM delivery due to the varying types of freight company's we use and the general logistics of the road network on the agreed day of delivery.

Order Processing

Whilst we normally despatch stock items within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. However rest assured we will despatch the item to you as quickly as possible or as soon as it becomes available, although if the order is delayed by more than 14 days you will have the right to request a refund and to cancel the order. We also strongly advise you not organise the installation of your goods with any qualified installer based on any provisional delivery dates given to you, as goods can sometimes be short delivered, arrive damaged or can be lost in transit to you.

Delivery of Goods

Once you order is processed we will only deliver the goods to the delivery address that you have given us and we reserve the right to refuse delivery to any particular postcodes as stated in our terms and conditions. We will use a reputable freight company to transport your goods and you will be required to sign for them on receipt. Once a consignment of goods leaves our premises it becomes the freight company's responsibility to transport the goods safely to the intended destination. By signing the consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in "Good Condition". Consequently we will not be able to replace any damaged goods free of charge.

Signing for Goods

When accepting a delivery, if you do not have time to examine the goods, then you should cross out "Received in Good Condition" and write on the consignment / delivery note "Received Damaged" and then sign for the delivery. This will then give you an extended period of time of up to 48 hours to examine the Goods and report any damage and or missing parts to us. After this time we cannot accept any claims for damage caused by the freight company as you have signed for them as "Received in Good Condition" or words to this affect that appear on all freight delivery notes. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign "Received Damaged" if you are unable to check any item thoroughly on receipt. Freight companies will also not accept any claims for damage in instances where goods are signed for as "Unchecked" as this is classed in the same way as signing for the goods as "Received in Good Condition", so please for your own protection do not sign for goods in this way otherwise you will indemnify the Freight company of any liability in respect of any damage claim and will be taking that responsibility on yourself.

Damaged or Missing Goods

If within 48 hours after receiving the goods you find damage or missing parts not visible at the time of delivery, then you should report it to us immediately in writing by email, letter or fax. Failure to do so will not entitle you to a valid claim and we shall have no further liability for the goods said to be received damaged or missing on delivery after 48 hours from receipt of the delivery date. Similarly if any items are found to be damaged or parts missing on receipt we will arrange the exchange / replacement part or goods to be sent to you free of charge as soon as possible. If however you are not satisfied with this and wish to return the goods to us you can, although on receipt should we find them to be in full working order without damage, then these goods will incur a minimum administration handling charge of 20% of the purchase price along with the cost of any carriage we may have incurred in the delivery or return of the goods which will be deducted from any monies owed to you due for a refund.

As soon as we have delivered the goods you will be responsible for them. If however you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the freight company tried to deliver the goods to you. The freight company shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for a additional delivery charge caused by these events in the re delivery of the goods for a second time. You should also be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any contract you have with us for services we have carried out by on your behalf e.g. postage and packaging services.

Returns

Please note if you decide within the 7 day cooling off period that you simply do not wish to retain the goods or wish to exchange the goods, then the goods should be returned insured via recorded delivery to us undamaged and unused in a re saleable condition in their original sealed packaging where possible, with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged. Unfortunately we cannot accept any mistakes made on your behalf due to incorrect buying if for example a product is not suitable for your chimney or flue or you do not like the product. Hence a minimum re stocking charge of 20% will apply to the total purchase price paid plus any additional costs we may have incurred in the delivery and collection of the goods. Please also retain proof of insurance and posting as we will not accept any liability for goods lost or damaged in transit back to us. You must also email us in advance of any return and to obtain a returns number. We will not accept any goods being returned without a valid returns number clearly marked on the outside of the packaging as they will be refused on arrival. If on receipt of authorised returned goods we find the packaging, goods or that parts are missing, then we are entitled to make a charge for damaged or missing parts which may effect the amount that we refund to you.

Faulty Items

If a product is installed and is found to be faulty or develops a fault within the first twelve months of purchase, we would initially advise you to consult the user and installation instructions booklet for the product. Most manufacturers include a ’trouble shooting guide’ which may enable you to locate the problem and possibly rectify it immediately unless it is gas related in which case you will need to consult a qualified engineer. If you are unable to correct the problem and it still exists then the manufacturer of the product may be able to attend under the first year of the manufacturers guarantee to remedy the situation. Their details are normally on the user / installation booklet or data badge on the appliance or you will be able to find their details in our customer services section of our site under ’manufacturers/brochures’. However if you need any further assistance then you can email us at

We hope you found the answers to the questions you may have had relating to delivery and returns. However, if you have any additional questions unanswered, then simply email us at the address above and a member of our Customer Services Team will come back to you by return with a reply.