Combined T&C (Terms & Conditions) and FAQ (Frequently Asked Questions)

1          How to Place an Order:

Orders can be placed at www.stovesandfluewigan.co.uk   24 hours a day 7 days a week.

If you'd rather call or email your order, we ask you to contact our staff. Telephone: 01942 216 088 or 07510 033 992 Email: info@stovesandfluewigan.co.uk

2          Payment Options:

Stoves & Flue (Wigan) Ltd uses PayPal as our Payment Gateway. It is a safe, easy and secure way to pay for your orders.

PayPal accepts PayPal Accounts; Visa Credit; Visa Debit; MasterCard and a number of other credit and debit cards.

Trade Accounts can be opened for bona fide Trade Customers.

3          Order Confirmation:

You will receive an order confirmation from Stoves & Flue (Wigan) Ltd via email after completing your order online. Hard-copy confirmations will be sent via mail for all phone orders. Please be conscious that your ISP or email client may filter email(s), which may prevent the email confirmation from getting through to you. If you do not receive an email, check your Junk Mail folder and/or turn off your Spam Filter to allow e-mail from email addresses with a stovesandfluewigan.co.uk domain.

* We will never disclose your email address to any 3rd party except as necessary to fulfil transactions that you initiate.

4          Order Processing Time:

All orders are processed and shipped approximately in 5 business days, provided that the merchandise is in stock and that we are able to complete the address verification and payment process. The estimated time of arrival is determined by the chosen method of shipping and the carrier's local delivery guidelines.

Small orders are delivered via Royal Mail and larger orders by Carrier. We use different carriers dependent upon size of order and delivery address.

5          Order Status and Tracking Information:

You may contact Stoves & Flue (Wigan) Ltd for order status information.

6          Order Change / Cancellation:

You may request an order change or cancellation by phone as long as it has not been processed for shipping. Since orders are usually processed quickly, notifying us of an order change or cancellation via email is not recommended, as we may not get to your request in time.

Please contact Stoves & Flue (Wigan) Ltd at 01942 216 088 to request a change or cancellation.

If your order was shipped before you requested a cancellation or before any changes could be made, you can refuse delivery and we will refund you for the purchase less our shipping and processing cost.

We are unable to reinstate an order once it has been cancelled. You may place a new order subject to our current availability and pricing.

7          Shipping Address Change:

Once an order has passed our verification process, the shipping address cannot be changed if it is different than the billing address. You may cancel the existing order, provided that it hasn't been processed for shipping, and place a new order with a different shipping destination.

8          Drop Shipping:

Most items purchased from Stoves & Flue (Wigan) Ltd are shipped from our Wigan head office. In some circumstances (bulk quantity) Stoves & Flue (Wigan) Ltd will arrange for the item to be shipped directly from our source in order to help you avoid a longer wait time.

9          International Orders:

Stoves & Flue (Wigan) Ltd does accept international orders on a limited range of products. International shipping prices apply to all orders and may be subject to additional surcharges, taxes, tariffs, etc...

Please contact Stoves & Flue (Wigan) Ltd directly on 01942 216 088

10        Order Acceptance and Limitations:

Any order confirmation (electronic or paper receipt) received from Stoves & Flue (Wigan) Ltd does not denote our acceptance of your order, nor does it constitute confirmation of an offer to sell.

Stoves & Flue (Wigan) Ltd reserves the right to decline and cancel an order, or supply less than quantity ordered at any time.

Given the popularity of some items, we may at times have to restrict the quantity of a particular item ordered. We will notify you if we are unable to accommodate your order. Stoves & Flue (Wigan) Ltd may, at its own discretion, limit or cancel quantities purchased per person, per household or per order.

11        Pricing:

Prices are subject to change at any time without notice based on a combination of factors that are generally out of our control. They are usually dictated by market and availability conditions and/or by the manufacturers themselves and are often as likely to increase as they are to decrease. Once you have completed your purchase, the price you pay remains unchanged regardless of whether the price on our site has since increased or decreased. Please rest assured that we are offering you, our valued customers, the best possible price we can based on our real-time cost for the merchandise at that time.

Despite our best efforts to advertise prices appropriately, some items may be advertised incorrectly due to a typographical error. We reserve the right to refuse or cancel an order for an item that was priced incorrectly, whether it has been confirmed, charged, and even shipped.

If an order is refused after it was shipped due to a pricing error, we may issue a charge to reconcile the price difference. The pricing posted on our website may not always be identical to those found on some price comparison shopping websites. Prices listed on most price comparison websites may take up to 24 hours to update and match our site.

12        Value Added Tax (VAT)

VAT at the current rate (20% as at 1st January 2016) is included in the prices shown on the web site.

It will be shown as a separate item on your invoice.

13        Return Policy

You may return* merchandise purchased from Stoves & Flue (Wigan) Ltd for a refund or a replacement, provided that the procedures and requirements referred to in our return policy are followed.

i           Refunds:

A processing fee of 10% will apply to the value of all merchandise returned for a refund. If you are returning a product with the intention of purchasing different merchandise, the fee will still apply. This fee applies to open and unopened boxes. We will only refund the value of the merchandise returned, not the shipping charge and only product that is in a resalable condition.

ii          Exchange:

If you purchased a product from Stoves & Flue (Wigan) Ltd that you wish to exchange for an alternative, you can return the item for a refund and simply place a new order for the item you desire. We do not apply a refund credit to your new purchase.

iii         Defective items:

An item that was discovered to be defective upon receipt can be replaced with the same model only. You may also return a defective item for a refund. We will certainly replace an item that was defective prior to receipt, without any restocking fee.

iii         Damaged items:

All packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us immediately. We must be informed of all shipping related claims within 10 calendar days after the date of receipt. We do not issue refunds for returns of damaged merchandise. An item that was discovered damaged upon receipt will be replaced with the same model only.

iv         Return shipping costs:

Return shipping cost (the cost to send an item back to our store) is like or comparable to your cost of driving to any store for returning an item, which is not reimbursable. Therefore, we do not reimburse any return shipping cost.

If an item you received is defective, we will certainly replace the item with a new one; however we do not cover or reimburse the shipping cost for returning defective merchandise back to our store. We will ship the replacement product to you at our cost, and use every good measure to ensure that the replacement order is processed quickly.

v          Replacement:

We will send a product replacement after the authorised return has completed our receiving/inspection process. The replacement will ship within four business days following our receipt of your return. Please allow additional processing time after Holidays. Although it is our goal to ship a replacement as quickly as possible, we do not send replacements before we receive and inspect the returned merchandise. To receive a replacement more quickly, you may place a new order for the same item (shipping not included), and we will issue a refund for the full value of the returned product (including shipping), upon completion of our return process.

vi         How to Return Merchandise:

Please contact us at 01942 216 088 or 07510 033 992

All returned merchandise must be in original condition, and must include the original factory box and factory packaging peripherals included warranty cards (without markings), and all instruction booklets and paperwork. We will not process the return if any of these conditions are not followed.

Mail to:

Stoves & Flue (Wigan) Ltd 639-641 Ormskirk Road Wigan  WN5 8AG

Returned merchandise that is lost or damaged during transit is solely the shipper's responsibility. It is important save the tracking information and to properly insure all merchandise being returned to Stoves & Flue (Wigan) Ltd.

14        Site Security:

Ordering online at www.stovesandfluewigan.co.uk  is safe and easy – guaranteed! We use PayPal secure servers to protect your information using the most advanced encryption and firewall technology throughout the ordering process. Our web site does not collect any personal information from you (apart from your Billing & Shipping Address).

Please note that email is not encrypted and is not a safe and secure way to transmit credit numbers or other confidential information. If for any reason you prefer to order by phone, please call 01942 216 088 or 07510 033 992 and we will be happy to assist you.

15        Use of Information:

At Stoves & Flue (Wigan) Ltd., we appreciate that your online privacy is as important to you as the products, prices, and customer service we provide. We posted this privacy notice in an effort to answer your privacy-related questions, and to demonstrate our adherence to the privacy practices commonly found at the most reputable and consumer credited online companies.

While shopping on the Stoves & Flue (Wigan) Ltd site, we ask you to provide information using online forms. We use this information to process your order, contact you regarding your order, or to answer any questions/concerns you might have expressed. We will not sell, or share any of your personal information to any outside parties, except as outlined in this policy.

When you purchase something from us we send your credit card information, name, invoice address and the order pound (GBP £) amount to your credit card company for authorization and approval. Your name, telephone number and shipping information must be provided to third party shippers to deliver your package.

Some of the products that we sell require us to provide your name, address, phone number and product serial number to the manufacturer or third party service provider that requires this information to activate the service. These third party service providers have their own privacy policies which are not controlled by Stoves & Flue (Wigan) Ltd.

We reserve the right to release personally identifiable information if required by law or to comply with a judicial proceeding, court order, or legal process, and when we believe it is necessary for fraud protection or credit risk reduction.

16        Use of Cookies:

We customise and personalise certain web page content based upon your browser type and other information provided by a “cookie". A cookie remembers information about a visitor from one page to the next and from one visit to the next. A cookie does not contain any of your personal information, and is only a "trigger" that retrieves information when you visit our site.

As an example, cookies enable us to provide better service to you by maintaining your shopping cart between visits so that you are not required to enter each of the items again. On most Internet browsers, the cookie function can be turned off, and software is available from third parties which will allow you to visit our web site without providing this information. You are welcome at our website if you use this software but you will be unable to use our shopping cart to purchase items online.

17        Aggregate Information:

When a visitor comes to our website we collect information about the visitor's computer such as its IP address, operating system and browser software, click-stream information such as the address (URL) of the web site that directed you to our site, which pages and the order in which they were visited on our site for the purpose of assessing our site traffic and the effectiveness of the content. This data allows us to improve the quality of your visit by streamlining your ability to navigate the site and to develop featured programs and content that will be of interest to all our visitors.

18        External Links:

Our web site may contain helpful links to other websites, such as the manufacturer or product review websites. We are not responsible or liable for the privacy practices or content found on these websites.

19        Special Promotion Emails:

You may choose to receive special promotion emails during the order checkout process on our website.

20        Children's Online Policy:

Stoves & Flue (Wigan) Ltd sells merchandise intended for purchase by adults. In accordance with general children’s protection, Stoves & Flue (Wigan) Ltd will not knowingly collect personal information on the internet from children under the age of thirteen. When placing an order on the Stoves & Flue (Wigan) Ltd website, you are affirming that you are an adult. Users under the age of thirteen must ask a parent or guardian for assistance while placing an order online.

Stoves & Flue (Wigan) Ltd will always remain committed to protecting your privacy online. We may change our Privacy Policy at any time. When such a change is made, we will post the revised Privacy policy on our website.

21        Copyright and Trademarks:

This site is owned and operated by Stoves & Flue (Wigan) Ltd. Unless otherwise specified, all materials appearing on this site, including, but not limited to text, site design, logos, graphics, icons, images, audio, video clips, software, and accessories used on the site as well as the selection, assembly and arrangement thereof, are the sole property of Stoves & Flue (Wigan) Ltd. You may use the content of this site only for the purpose of shopping on this site or placing an order, and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without prior written permission from Stoves & Flue (Wigan) Ltd. All rights not expressly granted herein are reserved. Any unauthorised use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

The trademarks, logos, custom graphics, and service marks displayed on this site are registered trademarks of Stoves & Flue (Wigan) Ltd. All other trademarks or service marks are property of their respective owners. The use of any Stoves & Flue (Wigan) Ltd trademark or service mark without our express written consent is strictly prohibited.

22        Website Disclaimer:

This website and the information provided herein are provided on an “as is" basis. Neither Stoves & Flue (Wigan) Ltd nor its affiliates, nor each of their respective officers, directors, employees, and agents, warrant that the use of the Stoves & Flue (Wigan) Ltd site will not be interrupted or error-free, nor do we warranty the accuracy, validity, completeness or reliability of the content provided on the site.

23        Warranty Disclaimer:

We make no representation or warranty of any kind, whether expressed or implied, including but not limited to, implied warranties of merchantability, non-infringement, or fitness for a particular purpose. All items purchased from our store are accompanied by a manufacturer warranty, unless indicated otherwise. You acknowledge that any warranty in connection with all products or services offered on our site is solely provided by the manufacturer or supplier of that product or service. For warranty information and/or assistance, please check the documentation supplied with the product or contact the manufacturer.

24        Product Warranty:

We back all of our products with a comprehensive 1 year warranty. This warranty does not extend to products deemed defective due to: Acts of God, Acts of Nature (fire, flood, lightening, etc...), User Tampering, or Units Installed Incorrectly. Call us at 01942 216 088 to report a defect or make a warranty claim.

25        Shipping Disclaimer:

We will make every effort and use every good measure to deliver your order on time. Stoves & Flue (Wigan) Ltd will not be responsible for any delay of the shipment during transit, for reasons including but not limited to, negligence by the shipping carrier, employee strikes, and weather.

26        Limitation of Liability:

Under no circumstances, shall Stoves & Flue (Wigan) Ltd or its associates or staff be liable for any direct, indirect, incidental or consequential damages, that result from your use of or inability to use the Stoves & Flue (Wigan) Ltd web site, or from products or services offered on the site, including but not limited to your reliance on any information obtained from the site or the use of products or services offered on the site, that results in mistakes, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance, damage to equipment, and/or personal injury or death.

©2016 Stoves & Flue (Wigan) Ltd

Q?

A.