Please read these terms and conditions carefully before you accept any quotation. Quotations can either be accepted verbally, in writing or by email. Any customer or buyer agrees to the following terms and conditions when placing an order, and we reserve the right to add or amend these conditions without prior notice.

All goods are subject to availability and will only proceed upon agreement. Dimensions given by our suppliers should be considered as a guide and are only there to assist you. Colours may vary slightly than those illustrated in pictures. All information and data given to us are confidential and we work to ensure that it stays that way however we cannot take liability due to any loss you may suffer should another party gain unauthorised access to information.

Charlestown Woodburners do not claim any responsibility or liability where our products are installed by customers or other non-qualified personnel. If a customer/buyer changes their mind about a product but is not in receipt of the goods, it is at our discretion as to whether we accept the return and provide a full or partial refund. If the customer is already in receipt of the goods, unfortunately, we cannot provide a refund as products can get damaged in transit.

Our quotations reflect a realistic price of work carried out by a general inspection, however occasionally when work has commenced problems which cannot be predicted can occur. In these circumstances prices can fluctuate slightly, the additional work will be discussed, and we will only continue when it is agreed with the customer.

Please be aware that planning permission may be required for some buildings, and it is the customer’s responsibility to gain permission before installation commences.

When a quotation is accepted, we require full payment of any stove, fire or cooker before we can place an order. If you are supplying your own stove, then a deposit of 50% of the original quotation is taken to cover costs of materials. If an order is cancelled ahead of installation deposits will be refunded less an admin fee. In addition to this if a stove or cooker order is cancelled then a 20% restocking fee and any delivery charges that may have occurred are also deducted from the refunded amount.

Extra care is taken by our installers while at your property however we cannot promise that any soot, dust or debris will be contained. We advise that anything valuable is covered/removed from the room to avoid accidental damage. Any disruption to walls during install will be made good, but liability for redecoration is excluded. We also do not accept any liability for cracking in plasterwork due to heat from the stove.

Our Hearths, fireplaces and concrete beams are sourced from a variety of suppliers and can differ due to them being made from natural products. It is up to the customer to approve the product before they accept it as we cannot refund specially made products. If customers choose to fit Hearths/fireplaces/beams themselves then we take no responsibility for damage when the product has been delivered/collected, this includes during fitting.

Installation dates are prearranged however sometimes these dates may have to be rearranged due to things being out of our control, such as adverse weather conditions.

As all of our installers are Hetas/Gassafe registered a certificate is given on completion, however the customer needs to be present when this is issued and the stove is commissioned to ensure all is working properly and for us to demonstrate the appliance. If the customer or a representative cannot be present at this time please let us know as soon as possible so we can arrange a convenient time.

All goods remain the property of Charlestown Woodburners and Fires until amount is paid in full. We do ask that outstanding balances are paid within a week of the work being completed.

It is the clients responsibility to ensure only correct fuel is used as directed by manufacturers. If this is proven not to be the case then all warranties will become invalid.

The operation of a chimney depends on numerous factors, temperature, proximity of joining structures, air pressure, wind velocity, trees or land. We cannot take responsibility for flue variations but we do endeavour to provide the best advice on problems that may occur such as downdraught. Where twin wall flue is installed through an outside wall, this is done so at an angled pitch. A seal will be applied which is appropriate to the construction, due to expansion of the pipe we cannot guarantee zero water ingress through cracks in the seal. We recommend that customers inspect this at regular intervals.

Charlestown Woodburners and Fires provide 1 year warranty on all work carried out however manufacturers also carry additional warranties which will be clarified in the manual and to be completed by the customer. Usually a model number is required so please ensure this is found before the stove is fitted (especially if it is into a recess, as most are at the back of the stove). Painted finishes are not covered under warranty, other exclusions include firebricks, glass, tapes/ropes, and seals as these are regarded as consumables.

We are not liable for defects or breakages due to negligence, improper use of the product, wilful damage, unauthorised repairs or installations by non qualified persons.

All goods remain property of Charlestown Woodburners and Fires until payment is received in full. We accept payments by Bacs, credit card (1.6% surcharge), debit card or cash.