Terms & Conditions

• “The Company”: Refers to Stove Care and Repair, trading as Home of Fire Spares Online.
• “The Client”: Refers to any individual, person, firm, trade professional, or company purchasing Goods or Services from The Company.
• “Consumer (B2C)”: Any individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.
• “Commercial Client (B2B)”: Any person, firm, trader, installer, or company purchasing Goods or Services for purposes relating to their trade, business, craft, or profession.
• “Contract”: The legally binding agreement between The Company and The Client for the sale and purchase of Goods or Services, incorporating these terms to the exclusion of all others.
• “Goods”: Any stove spares, bricks, glass, baffle plates, rope seals, cut-to-size items, or other parts and repair services supplied by The Company.

• Stove Glass: The Company will not be held liable for glass cracking or shattering post-delivery. Glass failure is overwhelmingly caused by incorrect installation (e.g., over-tightening of retaining clips) or underlying structural warping of the stove door.
• Stove Bricks: The Company will not be held liable for cracked or damaged vermiculite or clay bricks post-delivery. Brick failure is caused by physical impact (e.g., hitting fuel against the brick) or over-firing/over-heating the appliance.

• Outbound Transit (B2C): In accordance with statutory law, risk in the Goods passes to a Consumer (B2C) upon physical delivery.
• Outbound Transit (B2B): For Commercial Clients, risk passes immediately upon the Goods leaving The Company’s premises. The Company accepts no liability for loss or damage incurred in transit; all claims must be pursued by the Commercial Client directly against the courier.
• Limitation of Liability: The Company shall not be liable for any direct, indirect, or consequential loss, loss of earnings, loss of profit, or business interruption arising from delays in delivery caused by couriers, customs delays, or the unavailability of The Client to accept delivery. Delayed delivery shall not entitle The Client to terminate or rescind the contract.
• Unclaimed Items: The Client will be notified when repaired goods are ready. Collection or delivery arrangements must be finalised within 10 working days of notification.

• 24-Hour Shipping Service: While The Company dispatches expedited orders on premium 24-hour services, delivery windows are not guaranteed by the carrier.
• If a delivery fails due to reasons outside of The Company’s direct control (including but not limited to carrier backlogs, weather, or customer absence), The Company will not refund the price difference between the 24-hour and 48-hour service rates.
• If a delivery failure is proven to be the exclusive fault of The Company, a refund of the price difference between the services will be issued.

• Settlement: Payment is due immediately upon completion of work or at checkout. Where commercial credit accounts have been authorized in writing, payment is strictly due within 14 days from the invoice date.
• Late Payments (B2B): Commercial accounts will accrue daily interest on overdue balances at a rate of 8% above the Bank of England base lending rate, alongside statutory compensation fees under The Late Payment of Commercial Debts (Interest) Act 1998. The Client shall cover all debt recovery fees, legal disbursements, and administrative costs.
• Disposal of Unclaimed Property: The Company reserves the right to sell or otherwise dispose of any items or appliances left uncollected or unpaid for after 90 days from notification, without further consultation. Any proceeds will be applied to the outstanding debt, and any remaining deficit will be pursued as a debt against The Client.

• You are entitled to cancel your contract and return your item for any reason, provided you notify us in writing via email or telephone within 14 calendar days from the day you received the Goods.
• Return Shipping Costs: The Consumer is 100% responsible for organizing and paying for the return carriage of unwanted items. The Company will not pay or refund return carriage costs.
• Outbound Shipping Refunds: The Company will refund the standard outbound delivery fee paid at checkout. If the Consumer elected a premium upgraded delivery service (e.g., 24-hour express delivery), The Company is legally required to refund only the value of our standard, basic delivery fee.
• Duty of Care & Diminished Value: The Consumer has a legal duty to take reasonable care of the Goods. You are permitted to inspect items as you would in a physical retail shop. If parts are unpacked and tried inside a dirty, soot-covered stove, or if bricks/glass are returned with scratches, cosmetic marks, or chipped edges, their commercial value has been diminished to zero. The Company reserves its legal right to deduct up to 100% of the item’s value from the final refund.
• Fragile Goods Damaged in Return Transit: If heavy bricks or fragile ceramic glass are packed poorly by the Consumer and arrive back to The Company smashed or broken, no refund will be issued. The Consumer will be issued photographic evidence and must claim compensation directly from their chosen return courier.

• Once 14 calendar days have passed since delivery, all statutory rights to return or cancel expire.
• Acceptance of any return after 14 days is strictly at the absolute discretion of The Company as a gesture of goodwill.
• Restocking Fee: Any discretionary consumer return accepted after the 14-day window shall be subject to a mandatory 25% restocking fee, which will be deducted from the refund to cover administration, storage, and processing.
• Carriage: No outbound carriage charges or return carriage charges will be refunded for returns requested after 14 days.

• Mandatory Restocking Fee: At the sole discretion of The Company, a return from a Commercial Client may be authorized. All authorized B2B returns are strictly subject to a 25% restocking and processing fee, which will be deducted directly from the credit note or refund.
• Carriage: Under no circumstances will outbound shipping fees be refunded to a Commercial Client for incorrect or returned orders. The Commercial Client must return the goods securely at their own expense.
• Condition: Returned trade parts must arrive in pristine, unhandled, 100% resalable condition in original, undamaged retail packaging.

• Right to Withdraw Products: The Company reserves the right, at any time and without prior notice, to withdraw, discontinue, suspend, or amend any product, service, dimension layout, template, promotion, or content displayed on the website. The Company shall bear no liability to The Client or any third party for any such withdrawal or structural amendment.
• Pricing and Description Errors: While The Company makes every effort to ensure that product descriptions, images, millimetre specifications, compatibility lists, stock availability, and prices displayed on the website are accurate, errors may occasionally occur. The Company does not warrant or guarantee that information on the website is complete, current, or entirely error-free.
• Formation of Contract & Order Cancellation: A display of goods on The Company’s website constitutes an “invitation to treat” and does not represent a legally binding offer. An order placed by The Client constitutes a single offer to purchase goods. The Contract is not legally accepted or formed until the goods have been physically dispatched from The Company’s warehouse.
• Right to Reject: If The Company discovers an error in the price, dimension description, availability, or any other critical detail relating to a product that The Client has ordered, The Company reserves the absolute right to reject, cancel, or amend the order at its sole discretion. This applies even if payment has already been captured and/or an automated order confirmation email has been issued.
• Grounds for Cancellation: The Company reserves the right to refuse, void, or cancel any order prior to physical dispatch for any reason, including but not limited to:
  1. Pricing or typographical errors;
  2. Incorrect product descriptions, dimension logs, or manufacturer specifications;
  3. Unexpected stock availability or manufacturing issues;
  4. Technical, database, or system errors;
  5. Suspected fraud, security alerts, or unauthorised transactions; or
  6. Any other logistical circumstance that renders fulfilment impractical or impossible.

• Refund of Cancelled Orders: Where an order is cancelled or rejected by The Company after payment has been successfully processed, a full refund of all amounts captured will be issued back to the original payment method as soon as reasonably practicable. The Company shall have no further liability to The Client for breach of contract or loss of utility.

Thank you for taking the time to read our Terms and Conditions