Fireplaces | Gas Fires | Electric Fires | Stoves
0330 088 3155(local call rate & mobile friendly number)
Our Terms and Conditions
The following terms and conditions are for the sale of goods from this web site and will govern any contract between the Fireplace Megastore (“the Company”) and the customer (“You”) and shall remain in place or prevail over any terms and conditions contained or referred to in order or correspondence or implied by trade, custom practice or course of dealings (these terms do not affect your statutory rights). Please read these terms and conditions carefully as they will form the basis of any agreement between us if you wish to proceed with an order. Most of our prices include delivery to mainland UK unless specified otherwise and include vat. We recommend that you print a copy of these terms and conditions for any future reference.
Cancellation of orders
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.
Once we have received your order we will check all the details over carefully, at which point we will send you a return email accepting your order. 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.
Whilst we normally dispatch 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 dispatch 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 to 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, be incorrectly 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. Additional assistance to offload the goods from the vehicle when it arrives with you is always recommended due to the varying nature, size & weight of the goods we offer and we may also indicate more specific information about delivery on each product where applicable. In the case of large or heavy items these will be delivery on a pallet. The delivery service offered on this type of product is based on a one man, kerbside, only delivery to a ground floor address as the couriers are not insured to carry goods into your property/delivery address. Due to the nature and weight of the product the goods will arrive palletised so you will need to arrange additional assistance to offload the goods from the vehicle/pallet when they arrive at your nominated delivery address. The products are delivered on a pallet normally by a vehicle in excess of 7.5 tonnes or more so please ensure to have adequate access and to advise us in writing by email if your property has any difficulties with access as soon as you have placed your order so we can look to make alternative arrangements to avoid you incurring additional costs in the event a delivery cannot be made if the vehicle cannot deliver safely to your location. You will also need to fully unwrap and visually inspect the goods on delivery for any signs of transit damage before signing for the goods which is not just classed as saying you have received them but that you have received them in a satisfactory, good condition, free from any signs of damage. Now we and our suppliers use reputable freight companies to transport your goods and as stated you will be required to sign for them on receipt (please see further information in the next paragraph with the heading “Signing for Goods” for more specific in depth information of how to sign, check and report any damage or missing parts found on delivery . Once a consignment of goods is shipped 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" unless you state otherwise on the delivery note that that the goods have been received damaged. Consequently we will not be able to replace any damaged goods free of charge if not mentioned on the delivery note and or not brought to our attention in writing via email within 48 hours of receipt of the delivery of the goods. Please be aware that the freight company/courier will only move the goods to the nearest point i.e. kerb side, depending on access. The freight company/courier will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps or gradients/slopes. Unfortunately due to insurance and health and safety reasons the freight company/courier is NOT permitted to move the goods inside your property for you. It is for these reasons why we recommend that you have help on hand to accept delivery of the goods on arrival at your property, as deliveries are generally made by one delivery driver to ground floor addresses only who will require assistance with offloading and or moving the goods at your nominated delivery address on arrival.
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" or words to that affect and write on the consignment/delivery note also known as a (POD) Proof of Delivery "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. 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. Please remember you are not just signing to say that you have received the goods or that the box containing the goods is in good condition you are signing to say the goods inside the box have arrived in good condition. However sometimes boxes/packaging may not always show signs of damage on the outside but when unwrapped may reveal damage whereas sometimes boxes can be damaged but when opened there is no damage to the goods. Be aware that freight companies/couriers will also not accept any claims for damage in instances where goods are signed for as "Unchecked", Not Checked, Unexamined or words to this affect as this is classed in the same way as signing for the goods as "Received in Good Condition" or arriving 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. Now you don’t need your installer/tradesman to check the goods for damage a simple visual inspection of the product once unpacked should reveal any visible signs of damage. Please don’t wait until your installation date before unpacking the product because should damage be evident then you will not only be out of time to make a valid claim but this will also cause disruption to both you and your installer. Whereas if you inspect the goods once they arrive if there are any issues we can then resolve them prior to you booking your installer to fit them.
Damaged Goods, Missing Goods, Incorrect Goods
If within 48 hours after receiving the goods and signing for them as "Received Damaged" 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 have missing parts or are incorrect on receipt then we will arrange an exchange / replacement part and or goods to be sent to you free of charge as soon as possible.
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.
Please note if you decide within the 14 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 in an undamaged and unused condition with their original packaging and with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged. Please also retain proof of insurance, if you have chosen to insure the goods, and proof of 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 and 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 affect the amount that we refund to you. Goods must be returned to us within 14 days from receipt of a Returns number, failure to do so will be acknowledged that goods have been accepted and the return is no longer required.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K 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. The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill. Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. Fireplace Megastore are hereby obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. However it is the consumer that is responsible for organising the return of such goods, to us and the costs involved.
For example, if a customer bought a new EEE item from us we would accept their old WEEE item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item at their own expense.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin 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.
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
Warranty / Guarantee
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In the unlikely event that you are unhappy with any aspect of our service or you feel you have cause for complaint, then please feel free to contact us and we will look to respond within 28 days from receipt by email to
or by post, addressed to
In the interests of training and quality verification, calls may be recorded.
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