Terms and Conditions – Updated June 2020 

1. Marble, Granite, Limestone and Slate are natural products and are subject to natural variations, veins, fissures, fossils, shells and markings. We cannot guarantee the presence/absence of these marks, or exact shade/colour.
2. References to us/the shop/the company refer to Ignition Fires -Dorking Stoves -Guildford Stoves which are trading names of Rexmore Retail Ltd.  Company No. 9659711.
3. All goods supplied remain the property of the company until paid for in full and the company reserves the right to recover them in full in the event of non-payment.
4. Should the order be cancelled for any other reason than outlined below, the company reserves the right to retain the deposit to cover any losses incurred by the company in the preparation and design of your order.
5. The Company reserves the right to make a charge equivalent to 35% of the retail value of any goods which it agrees to take back into stock, providing that the goods are of merchantable quality in the opinion of the company. Any made to measure or special orders are non-returnable.
6.  Goods which have been fully or partially installed are not returnable. 
7.  Any goods returned must be fully packaged – preferably in their original packaging for onward return to original supplier. 
8.  Except where faulty/substandard, the customer will be responsible for the carriage costs of returning goods to us.  
9. We operate a showroom but offer payments by BACS or credit card over the phone. This is as a convenience to customers. Such payments do not qualify the contract as “distance selling”. If this is not agreed then please call in to the showroom to make payment in person.  

A deposit is required to confirm order and this deposit is normally non-refundable. The only exception is where we provide an “installation spec” and what is proposed proves to be technically impossible, or the overall price initially provided increases by more than 10%.

Matters related to Installations:

Installation is carried out by independent installers that work for the customer direct and not for the Company.  Installation charges are paid direct to the installer. 

It is very unusual for any changes to be necessary due to our pre-sale discussions, enquiries and experience. However, if the site visit results in a price which is more than 10% higher than the indication we have given, then we reserve the right to investigate and ask for a second opinion by a different installer, or to send our own assessor out on site to confirm the reason for any discrepancy (this helps us to learn and improve for the future). If we disagree with the increased pricing, then we will help to find a different fitter who can carry out the works at the originally agreed price. 

If the second opinion confirms it is not possible or pricing is verified as more than 10% higher, then the option exists to refund deposit in full, or adjust to a more affordable option or alternative specification.

If a variation to the original goods specification is agreed with the installer, then this will be accounted for in the balance payment for goods. There is normally no objection to this change provided that the overall goods price does not reduce by more than 10%. If the goods price reduces by more than 10% we reserve the right to send out an alternative installer, or to discuss these changes or send out our own assessor to inspect/discuss the options.

There are occasions when a customer understands why a fitting charge is different from that given by the showroom and may be happy to accept a revised higher charge. The fitting charge is purely an arrangement between customer and installer.

Occasionally during the course of the installation, the scope of the works changes — things come to light that were not initially visible or known about at site inspection. A discussion should take place between customer and installer about any extra charges. This subsequent event does not affect the contract for the supply of goods, though as a matter of course we try to be fair and helpful with any ensuing adjustments.

When it comes to the lining of a chimney, it should be noted that sometimes a liner can be obstructed in it’s passage through a chimney. It is normal and expected practice that the installer may have to break into the chimney in order to guide the liner through the chimney. Thankfully, this situation is rare, especially with 5” and 6” liners (it is almost inevitable with 7”, 8” and larger liners) – so this is something to be aware of and to discuss with the installer.  

Site Health and Safety.  The showroom staff will look at photos of the property and use their understanding of common practice for installers. However, the installer will make their own risk assessment on site for all activities including installation, manual handling, working at height, other hazards etc. Advice given by the showroom is given in good faith but must be checked and confirmed by the installer on the site visit.  

The above framework is intended to protect all parties: the shop, the customer and the installer. Advice given is based on extensive experience and is normally good. Occasionally we get something wrong or there may be something unseen: in those situations, prior to the goods being ordered, a deposit is refundable, but otherwise the payment of deposit is the point at which voluntary customer changes to specification and pricing can no longer be made.

All installations are different so we recommend that the following matters are checked/discussed at site visit: 

1. Removal and replacement of any carpets, skirtings, dado and cornices. 
2. Disposal of waste – will there be a skip on site or where to place waste
3. Chimney access – confirm any arrangements
4. Presence and suitability of gas and electric supplies. Position/route of new supply if needed
5. Agree extent of any making good/ redecoration – making good is normally included but not redecs.

Delivery and inspection of goods: 

Wherever possible and practical, goods are delivered to site in advance of installation date. Sometimes delivery is booked for the day of installation. Sometimes the goods are collected.  It is important that the customer inspects the goods, and that the customer understand the opportunity and need to do so.  If the installer collects or receives the goods on your behalf, then the customer must be aware that the installer is receiving and checking the goods on behalf of the customer. 

Our normal method of delivery is with our own large Luton van with tail lift, operated by the driver.  Delivery is to “kerbside” this means we will unload the van with a pallet truck outside the house. Our driver is able to wheel goods over hardstanding into a garage – and if light will happily take them into the house. But heavy stoves and fireplaces may need extra help on site to take them indoors. If necessary we can arrange a drivers mate at extra cost, or deliver when installers are on site.   

Please do let us know in advance if the property is difficult to access for a large, tall van – and advise us if there is a gravel driveway, steps, or no hardstanding as we don’t want to waste anyone’s time on abortive deliveries. 

All goods must be checked and signed for on delivery. We do not allow deliveries to be received and signed for “unchecked”. Our driver has instructions to wait on site and to help open boxes so goods can be checked – we work very hard to ensure goods are received at your end in good condition, but we cannot take responsibility for damage to, or loss of, goods after we deliver to site.   

If goods are not checked then they must be taken back to the works and alternative arrangements made when goods can be collected or delivered and checked. Additional charges may be payable for subsequent deliveries.  

Warranty:

Most goods are warrantied by the company for 12 months from purchase.  Exceptions to this would be components within fireboxes – rope seals, glass, firebricks etc which do not have a warranty as they can be subject to misuse etc.  Reclaimed and ex-display products are sold as seen and without warranty unless specifically agreed otherwise. 

Some products may have extended warranties which are provided by manufacturer and in most cases these might require registration of the product with manufacturer. 

Please note that it is often a condition of extended warranties that you register the product, and also that you keep records of the routine/annual maintenance of the product – be that appliance servicing, or sweeping of the flue. Please remember to have your appliance and flue checked regularly and to keep the records.     

The installers are independent and will offer their own warranty/guarantee on installation – and this might be supported where necessary by HETAS, Gas Safe or other regulatory body.