When you order with us you agree to our terms and conditions.
We have tried to keep our terms and conditions as easy to understand as possible without using legal jargon.
"Us" and "We" means World of Wood Burners and any website owned by World of Wood Burners "You" means the viewer of our website and/or a customer of World of Wood Burners.
Paying for your order
You can pay by credit/debit card over the phone, by cheque or by bank transfer - please contact us to arrange bank transfers.
Refunds
We will refund you for cancelled orders within 30 days of the order being cancelled. We may refund straight back to the credit/debit card that was used to pay for the order or by cheque sent by first class post. We cannot return money on non stock items which have been ordered in especially for you (including vitreous enamel stoves, range cookers and parts).
Returns policy
Please inspect your goods at delivery. If it is damaged in any way send it back immediately with the delivering courier, then phone us. We will dispatch a replacement to you the following day except vitreous enamel stoves, range cookers and parts.
We are so confident of the quality of our products that if any item does not meet your expectations you may notify us that you wish to return it within 7 working days after the day of delivery. The goods must arrive back in its original condition and we recommend this includes original packaging. It is the customers responsibility to take reasonable care of the goods prior to return. We will then issue a full refund. We regret that we are unable to give refunds on flue lining kits as each liner is cut for the customers individual chimney (including vitreous enamel stoves, range cookers and parts).
The cost of returning the item to us is your responsibility.
We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee.
We cannot accept return of products which are damaged after delivery.
When choosing a carrier to return your goods to us, you must make sure that we are allowed to open and inspect the contents when we receive it. If the carrier will not allow us to open the goods then our warehouse will refuse delivery and the goods will be returned to you on your carrier. This could incur further costs to you.
Your goods will not be accepted by our warehouse unless a valid Returns form has been completed and you have received a Returns number from us.
Cancelling an order
You can return any goods to us within 7 days of receiving the goods. The only exceptions to this rule is flue liner (where the liner has been cut to length from a roll) and custom made flue parts that we have had made for you especially (including vitreous enamel stoves, range cookers and parts). If you cancel the order then it is up to you to return the goods to us. While you have the goods and while they are in transit it is your responsibility to take reasonable care of them. If they arrive back to us damaged then this will be taken into account. Where you are cancelling and returning the whole order to us we will also refund the cost of the original delivery to you (but not the cost of the delivery back to us).
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC), which protect you by providing a 7 working day 'cooling off' period after the day after the product has been delivered.
You have the option to cancel any order between the time of placing it and 7 working days after delivery. Cancellations must be in writing by post or by email quoting the Order Number.
You have the right to receive a refund within 30 days of cancellation. We normally pay refunds within 14 days of cancellation or the goods being returned safely (whichever is the later).
You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging.
The goods must not have been fitted, installed or used in any way.
The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition.
Faulty/defective goods
If something faulty has been sent to you please let us know as soon as possible and we will send you replacement(s) free of charge. You have up to 3 months from receipt of the goods to let us know that they are faulty. Where it is clear that the parts were faulty when you received them we will send replacements or repair the item free of charge as soon as possible.
This is in addition to the manufacturer's guarantee/warranty. Damage in transit is not the same as faulty goods.
Please contact us first if you receive faulty goods - we will not pay for replacement parts or repair services arranged without our consent.
Damage in transit to you
When you receive your order we ask that you check the order when it arrives. If you have not checked the order please sign for it as "unseen" or "unchecked". If anything is damaged please let us know as soon as possible.
You have up to 7 days from receiving the order to let us know if something was damaged. Within that 7 day period we will replace or repair free of charge any items that were damaged. If the parts are vitreous enamelled it may take up to 21 days to replace.
Please contact us first if you receive damaged goods - we will not pay for replacement parts or repair services arranged without our consent.
Incorrect parts sent or specified
If incorrect parts have been sent then please let us know as soon as possible and we will send replacement parts free of charge as soon as possible. We will usually arrange collection of the incorrect parts at the same time.
Out of stock items
If something is out of stock then we will let you know as soon as we can. Often we can arrange to have the missing item sent out as soon as it comes into stock, or you may wish to have the whole order sent a little later but complete. We can also sometimes arrange for substitute items to be sent out as long as you agree to that. Vitreous enamelled parts are enamelled to order and may take up to 21 days to complete the order.
If you would like to cancel your order because something is out of stock then you can do so, except vitreous enamelled stoves, range cookers and parts.
Delivery of your order
Delivery is usually within 7 days of ordering depending on the location and type of delivery. The delivery driver will (as far as possible) deliver to your door. The delivery drive will not help you inside with the goods. If a driver is particularly helpful and you persuade them to help you take goods inside then you do so at your own risk. For example if your carpet is damaged then you would have to pay for this, not the driver, and not us. If you do not agree to this then please do not ask the driver for help in taking goods inside.
If you have a gravel driveway or narrow access then the driver is unlikely to be able to take to goods right up to your house - this applies especially to large orders delivered on a pallet so that is a stove delivery or a large flue order. If this is the case please let us know and we can arrange for a small delivery vehicle to deliver to you (at extra cost), or make arrangements to get the goods from a place where the delivery driver can reasonably deliver them to your house. If in doubt contact us before delivery is arranged.
Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition, and we cannot then accept claims for damage in transit or missing items after 48 hours of receipt. If goods are damaged and have been signed for in good condition we will require photographs of the damage.
What if the delivery is late
Delays whilst in transit are possible and are out of our control. Please let us know if your order has not arrived and we will chase it up for you. For this reason we recommend that you ensure that you have all the goods first before booking in installers/builders. For this reason also we are not liable for any costs incurred as a result of a delivery being late, or incorrect.
Re-delivery charges
If a pallet has to be redelivered because there is no-one to accept the delivery of the pallet on the arranged date then a redelivery charge may be due. We will contact you if this is the case.
Prices
All prices shown on this web site include V.A.T. at the current rate. Although we make every effort to keep our price information up to date on our websites mistakes are possible. Where a price has been incorrectly shown we will let you know as soon as possible.
All goods and prices are subject to availability from our suppliers.
Your details
We hold information such as your name and address. This is necessary for our accounts and to easily look up your order or contact you if we have to. We do not hold data that we may not need and we do not store any credit card details. There are security policies in place in case of unauthorised data access attempts. We do not sell or give your information out to any third party.
Product information
Pictures of products on our websites are designed to give an idea of what the product looks like but you may find that the product looks slightly different in your home.
Product information is offered in good faith, but should only be regarded as a guide. Confirm any details before making any purchasing or contractual arrangements.
Neither World of Wood Burners or employees can accept any liability for errors or omissions on this web site. We make every effort to provide accurate information, but errors and omissions are possible.
Dimensions and other specifications given on this site are mostly as provided by the manufacturer and may be approximate. Specifications may change without notice. Please confirm any specific details before ordering.
All goods remain the property of World of Wood Burners until paid for in full.