Terms of service

TERMS AND CONDITIONS – SUPPLY, INSTALLATION & ONLINE SALES

Version: v2 (Online) — 1 October 2026

Marlow Stoves, Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND Tel: 01628 290 142 | Email: info@marlowstoves.co.uk

Our Refund & Returns Policy and Delivery Policy form part of these Terms and are available on our website.

1. About these Terms

1.1 These Terms and Conditions apply to the supply of goods and/or installation and related services by Marlow Stoves (“we”, “us”, “our”) to the customer (“you”, “your”), whether purchased at our premises, by telephone, or online.

1.2 Your quotation, estimate, order confirmation and invoice form part of the contract together with these Terms. If there is any conflict, any specific written term agreed by us for your order will take priority.

1.3 Nothing in these Terms excludes or limits your statutory rights as a consumer.

1.4 Any variation to the agreed specification, price or scope must be confirmed or approved by us in writing.

1.5 Additional provisions apply where you buy online or by telephone (a “distance contract”) — see Section 8. Our Refund & Returns Policy and Delivery Policy apply to all purchases and form part of these Terms.

2. Quotations, Estimates and Scope of Works

2.1 Quotations and estimates are prepared using the information reasonably available to us at the time, including information supplied by you, photographs, drawings and any site visit undertaken.

2.2 Unless expressly stated otherwise, a quotation is based on visible and reasonably accessible conditions. A site visit or survey cannot guarantee the condition, construction or suitability of concealed parts of a chimney, flue, fireplace, wall, floor, roof or building.

2.3 Our quotation covers only the goods and works expressly listed. Decorating, painting, specialist plaster finishes, flooring repairs, structural works, scaffolding, cherry pickers, electrical work, gas work, joinery, roofing and other third-party works are excluded unless specifically included.

2.4 Any measurements, drawings or illustrations are intended to assist with the proposed installation and are not architectural or structural drawings unless expressly stated.

3. Orders and Contract Formation

3.1 Following consultation, we may provide an estimate or quotation for the proposed goods and/or installation works. A quotation or estimate does not by itself constitute acceptance of an order.

3.2 Where required, we may carry out a pre-installation site visit to verify measurements, access, chimney or flue conditions and other installation requirements. Any quotation remains subject to matters that could not reasonably have been identified before installation.

3.3 An order becomes binding when we confirm acceptance of your order and any required payment or deposit has been received, unless otherwise agreed by us in writing.

3.4 Payment may be made at our business premises, online or by an agreed payment method, including bank transfer or telephone payment. The method or location of payment does not by itself determine where or how the contract was concluded.

3.5 Where a contract qualifies as a distance or off-premises contract under applicable consumer legislation, you will have any cancellation rights provided by that legislation. Nothing in these Terms limits or excludes those statutory rights. See Section 8.

3.6 Where no statutory cancellation right applies, once an order has been accepted and goods have been ordered, any cancellation or postponement is subject to the provisions in Section 7 below.

3.7 Online orders: an automated order acknowledgment confirms receipt of your order only and does not constitute acceptance. The contract is formed when we confirm acceptance by email or dispatch the goods, whichever is earlier.

3.8 Pricing errors: we take reasonable care with online listings, but where a price or product specification is obviously and genuinely mistaken, we are not bound by it. We will contact you to confirm the correct details; you may proceed at the correct price or cancel and receive a full refund of any sums paid.

3.9 Availability: online listings are subject to stock availability. If an ordered item is unavailable or discontinued, we will notify you promptly and refund in full any sums paid for it. That refund is the limit of our liability for unavailability.

4. Prices and Payment

4.1 Prices are in pounds sterling and include VAT at the applicable rate unless stated otherwise.

4.2 Goods are payable in full when ordered unless we agree different payment terms in writing. Where a separate installation balance applies, it is due on or before the installation day and, in all cases, must be received before the installation team leaves site following completion of the agreed works.

4.3 Additional works, labour, materials, access equipment or third-party costs that fall outside the agreed quotation are payable in addition to the original contract price.

4.4 We may withhold commissioning documents, certificates or other completion documentation until the installation has been satisfactorily completed and all sums properly due under the contract have been paid, to the extent permitted by law.

4.5 If any payment is not received by the due date, we reserve the right to charge reasonable interest on the overdue amount and to recover reasonable costs incurred in pursuing late payment, to the extent permitted by law. We may also suspend further work, commissioning, certification or the supply of further goods until all overdue sums have been paid. Any such charges will be proportionate to the amount outstanding and the costs reasonably incurred.

4.6 Online payments are processed securely through our payment service provider. We do not store your full card details.

5. Site Visits, Surveys and Customer Information

5.1 You are responsible for providing accurate information about the property, appliance, chimney, fireplace, access and any relevant building works.

5.2 If circumstances differ materially from the information supplied, or from what could reasonably be identified during a site visit, we may revise the proposed works, price or installation arrangements.

5.3 Additional site visits requested because information, access or preparatory works were not available at the original visit may be chargeable. We will advise you of the charge before arranging the visit.

6. Bespoke, Special-Order and Standard Goods

6.1 Bespoke and special-order goods include items manufactured, cut, fabricated, finished, ordered or produced specifically for your project or specification, including made-to-measure hearths, stonework, surrounds, beams, heat shields, special finishes and other specially commissioned components.

6.2 Once manufacture or procurement of bespoke or special-order goods has commenced, they are non-cancellable and non-refundable unless we are able to cancel them with our supplier without loss. For online or telephone purchases, bespoke and made-to-measure goods are exempt from the statutory 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We will identify bespoke or special-order items to you before you order. This does not affect your statutory rights if goods are faulty, incorrectly supplied or otherwise do not conform to the contract.

6.3 Where you do not have, or are not exercising, a statutory right to cancel and we agree to accept cancellation or return of correctly supplied standard non-bespoke goods, a restocking and handling charge of up to 25% of the value of those goods may apply, reflecting the reasonable costs and losses incurred. Delivery, collection and return carriage costs may also be payable where applicable. This charge does not apply where you exercise a statutory right to cancel under Section 8.

6.4 Goods must be returned unused, uninstalled and in resaleable condition with original packaging where reasonably required, unless otherwise agreed by us or where statutory rights apply.

7. Cancellation or Postponement of Installation; Failed Deliveries

7.1 We require at least 48 hours’ notice, excluding weekends and bank holidays, if you wish to cancel or postpone an installation appointment or a confirmed delivery booking.

7.2 Where less than 48 hours’ notice is given, or where our team attends but cannot commence or reasonably continue because the site is not ready, safe access is unavailable, agreed preparatory works have not been completed, or another matter within your responsibility prevents the installation, we may charge an aborted attendance/late cancellation charge of up to £375, reflecting the reasonable costs and losses incurred.

7.3 The same principle applies to deliveries: where a confirmed delivery cannot be completed because no person is available to receive the goods, access is unsafe or unsuitable, or notified access requirements were not met, a failed-delivery/redelivery charge reflecting our reasonable costs (carrier charges and handling) will apply. See our Delivery Policy.

7.4 Any additional third-party costs that we have reasonably incurred and cannot recover or cancel, including scaffolding, access equipment, specialist equipment, parking, delivery or subcontractor charges, may also be payable.

7.5 We will take reasonable steps to reduce avoidable losses arising from a cancellation or postponement.

7.6 Nothing in this Section applies where you cancel within a statutory cooling-off period under Section 8. No charge is ever made for exercising a statutory cancellation right.

8. Distance Selling — Your Right to Cancel (Online and Telephone Orders)

8.1 For orders placed online or by telephone, you have a statutory right to cancel within 14 days, starting the day after you (or a person you nominate) receive the goods, without giving any reason.

8.2 To cancel, tell us clearly by telephone, email or letter using the contact details above. A model cancellation form is available on our website.

8.3 You must return the goods within 14 days of telling us you wish to cancel. Unless we agree to collect, you are responsible for the direct cost of returning the goods. See our Delivery Policy for collection options.

8.4 We will refund all sums received from you for the goods, including the cost of our standard delivery, within 14 days of receiving the returned goods or your proof of return (whichever is earlier). Refunds are made to your original payment method. We may deduct from the refund for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

8.5 Exclusions from the cooling-off right: (a) bespoke, made-to-measure and special-order goods (see Section 6); (b) goods which have been installed, used or commissioned — installed goods cannot be returned as new and are not returnable under the cooling-off right; (c) goods which have become inseparably linked with other items or your property after delivery, as provided by regulation 28 of the Consumer Contracts Regulations 2013.

8.6 Installation within the cooling-off period: if you ask us to begin installation within 14 days of delivery, you expressly request that the service begins within the cancellation period. If the installation is then fully completed, you acknowledge that your right to cancel the installation service is lost, and installed goods are treated in accordance with 8.5(b). If you cancel partway through, you will pay a reasonable proportion of the installation charge reflecting the work carried out.

8.7 Your statutory rights for goods that are faulty, damaged, or not as described (under the Consumer Rights Act 2015) are not affected by anything in this Section. See our Refund & Returns Policy.

8.8 In-store purchases: the 14-day cooling-off right applies only to distance contracts and does not apply to purchases concluded at our premises. Returns of in-store purchases are governed by our Refund & Returns Policy.

8.9 If we do not inform you of your cancellation right, the cancellation period is extended as required by law.

9. Unforeseen Works and Additional Materials

9.1 Fireplace and chimney work may reveal conditions that could not reasonably have been identified before work commenced, including hidden defects, damaged or unsuitable flues, obstructions, combustible materials, defective chimney pots or stacks, unexpected construction, unsuitable existing connections or additional regulatory requirements.

9.2 Where additional work, labour, materials or access equipment is reasonably required to complete the installation safely and/or in accordance with applicable regulations, it will be chargeable in addition to the original quotation.

9.3 Where reasonably practicable, we will explain the additional work and likely cost and obtain your approval before proceeding.

9.4 If additional work is substantial, requires specialist attendance or cannot be completed on the scheduled day, we may suspend the installation and arrange a return visit. Any reasonable additional costs will be discussed with you.

9.5 If you decide not to proceed with necessary additional work, you remain responsible for goods supplied and work properly carried out up to that point, together with any reasonable costs already incurred.

10. Site Readiness and Access

10.1 Before the installation date, you must ensure that all preparatory works agreed as your responsibility have been completed and that the work area is reasonably clear and accessible.

10.2 You must provide safe and suitable access to the property, fireplace, chimney and roof areas as required. Where scaffolding, a cherry picker or other access equipment is being supplied by you or another contractor, it must be installed, available and suitable for the work when our team arrives.

10.3 You must tell us as soon as possible, and no later than 48 hours before the appointment where reasonably possible, of any known issue that may prevent or materially affect the installation, including access restrictions, incomplete building works or unavailable services.

10.4 We may refuse to start or may suspend work where our installers reasonably consider conditions unsafe or unsuitable. Where the cause is within your responsibility, Section 7 may apply.

10.5 You should remove or adequately protect furniture, ornaments, electronics and other valuables from the work area. Fireplace and chimney work can create dust and disturbance despite reasonable protective measures.

10.6 Where reasonably practicable, we may access the chimney, chimney stack or roof using ladders as part of the agreed works. You acknowledge that roof tiles, slates, ridge tiles, chimney pots and associated materials may be aged, weathered, brittle or otherwise susceptible to damage when accessed.

10.7 We will exercise reasonable care and skill when accessing the roof. We are not responsible for damage caused solely by the pre-existing condition, deterioration or inherent fragility of the roof or roofing materials. If a tile, slate or similar item is accidentally damaged during reasonable access and you have a suitable spare available at the property, we will wherever reasonably practicable replace it during the visit.

10.8 If a suitable spare is not available, we may source the closest reasonably available replacement. Where the damage has arisen from the pre-existing fragility or condition of the roofing material rather than any failure by us to exercise reasonable care and skill, you will be charged for the replacement material only. An exact colour, profile, age or finish match cannot be guaranteed. If specialist roofing work or a separate roofing contractor is reasonably required, we will discuss this with you before additional costs are incurred wherever practicable.

10.9 If you prefer to avoid ladder access, or if our installers consider ladder access unsuitable or unsafe, suitable scaffolding, a scaffold tower or mechanical access equipment such as a cherry picker may be required. Unless expressly included in the quotation, the cost of this access equipment will be additional.

10.10 We are not responsible for leaks or water ingress resulting from the pre-existing condition, deterioration, defective construction or inadequate maintenance of the roof, chimney stack, flashing, flaunching, pointing or other parts of the building outside our agreed scope of works. If our work reveals that additional roofing, chimney or weatherproofing work is reasonably required, this will be treated as additional work under Section 9 and may be chargeable. We may recommend that specialist roofing repairs are completed before or after our installation where appropriate.

10.11 We reserve the right to postpone or suspend roof-level work where weather conditions, roof condition, access arrangements or other circumstances make the work unsafe. Where the cause is outside our reasonable control, we will rearrange the work as soon as reasonably practicable; any additional access-equipment or third-party costs will be discussed with you where applicable.

11. Installation and Making Good

11.1 We will carry out the agreed installation with reasonable care and skill and in accordance with applicable requirements within the scope of our work.

11.2 Fireplace and chimney installation is intrusive work. Minor disturbance to existing plaster, paint, flooring, decoration or surrounding finishes may be unavoidable. We will take reasonable care, but final decorating and cosmetic finishing are excluded unless expressly included in the quotation.

11.3 Natural products including stone, slate, limestone, granite and timber can vary in colour, grain, texture, veining and markings. Reasonable natural variation is not a defect. Images and photographs on our website are illustrative; colours and appearance may vary between screens and print.

11.4 Where we connect to or retain existing chimneys, flues, fireplaces, structures, electrical supplies or other components not supplied or installed by us, we are not responsible for pre-existing defects or failures in those items, except to the extent caused by our failure to exercise reasonable care and skill.

12. Third-Party and Customer Works

12.1 We are not responsible for the workmanship, delay or failure of builders, scaffolders, electricians, gas engineers, roofers, decorators or other contractors who are not under our control.

12.2 If third-party works affect our installation, we may need to postpone, revisit or carry out additional work. Reasonable additional costs arising from matters outside our agreed scope may be chargeable.

12.3 You must not instruct another contractor to alter our installed work before commissioning/certification without first discussing the proposed alteration with us where it may affect our work or certification.

13. Changes Requested by the Customer

13.1 Changes to the appliance, finish, hearth, surround, flue route, fireplace design, installation method or other specification after order may affect price, availability and installation dates.

13.2 Where goods have already been ordered, manufactured or committed to, you are responsible for reasonable costs arising from the requested change, including restocking or supplier charges where applicable.

14. Delivery and Storage

14.1 Delivery dates are estimates unless expressly agreed otherwise. We will use reasonable endeavours to meet agreed dates but are not responsible for delays outside our reasonable control. In any event, and unless a different period is expressly agreed, goods will be delivered within 30 days of your order as required by the Consumer Rights Act 2015.

14.2 You must tell us in advance about restricted access, steps, gravel, narrow roads, parking restrictions or other conditions that may affect delivery.

14.3 Risk in goods passes to you on delivery, except to the extent otherwise required by law. Ownership remains with us until we have received payment in full for those goods.

14.4 Where you ask us to hold goods after they are available for delivery or installation, reasonable storage charges may apply after we have given you notice.

14.5 Delivery areas, charges, booking, receiving and failed-delivery arrangements are set out in our Delivery Policy, which forms part of these Terms. Failed-delivery/redelivery charges are dealt with under Section 7.3.

15. Installation Dates and Delays

15.1 Installation dates are scheduled in good faith. We may need to rearrange an appointment due to illness, unsafe weather, supplier delays, access-equipment issues, vehicle breakdown, emergency works or other circumstances outside our reasonable control.

15.2 Where we need to postpone, we will contact you as soon as reasonably practicable and offer a replacement date. We are not responsible for consequential costs arising solely from a reasonable delay outside our control, subject always to your statutory rights.

16. Completion, Commissioning and Customer Handover

16.1 Where applicable, the installation will be commissioned and certified in accordance with the relevant scheme or regulatory requirements.

16.2 You or a responsible adult should be available at completion where an appliance handover or operating demonstration is required.

16.3 You must follow the manufacturer’s operating instructions and any advice given at handover, including requirements relating to suitable fuel, ventilation, maintenance and servicing.

16.4 You must not use an appliance where we have advised that installation, commissioning, remedial work or certification remains incomplete.

17. Chimneys, Flues and Appliance Performance

17.1 Performance can be affected by factors outside our control, including chimney construction, building air pressure, ventilation, nearby buildings or trees, weather and fuel quality.

17.2 We do not guarantee the future condition of an existing chimney, stack, pot, terminal or other component that is outside our installation scope.

17.3 Any leak, defect or performance issue will be assessed on its circumstances. A problem arising from a pre-existing building defect or an item outside our scope may require chargeable remedial work.

18. Warranties, Servicing and Aftercare

18.1 Manufacturer warranties apply in accordance with the manufacturer’s terms and may require registration, servicing, maintenance or use of specified fuels or components.

18.2 We recommend that solid-fuel appliances and chimneys are swept and serviced at appropriate intervals by a competent professional and in accordance with manufacturer and regulatory guidance.

18.3 Warranty claims should be reported promptly and may require photographs, a written description, proof of purchase and other reasonable information needed to investigate the issue.

18.4 Nothing in a manufacturer’s warranty replaces or limits your statutory rights.

19. Liability

19.1 We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to applicable law.

19.2 We are not responsible for losses caused by inaccurate information supplied by you, pre-existing defects, unauthorised alterations, misuse, lack of maintenance, unsuitable fuel or work carried out by third parties, except to the extent that we are legally responsible.

19.3 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

20. Events Outside Our Reasonable Control

20.1 Neither party will be responsible for delay or failure caused by events outside its reasonable control. Where such an event affects our performance, we will contact you as soon as reasonably practicable and take reasonable steps to minimise the effect.

21. Complaints

21.1 If you have a concern about goods or installation work, please contact us promptly so that we have a reasonable opportunity to inspect and, where appropriate, remedy the issue.

21.2 Contact: Marlow Stoves, Unit U1, The Rose Business Estate, Marlow Bottom, Buckinghamshire, SL7 3ND; info@marlowstoves.co.uk; 01628 290 142.

21.3 If we are unable to resolve a dispute, you may be able to refer it to an approved Alternative Dispute Resolution (ADR) provider. Please ask us for current details.

22. Privacy

22.1 We will handle personal information in accordance with applicable data-protection law and our privacy policy, available on our website.

23. General and Governing Law

23.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

23.2 These Terms are governed by the law of England and Wales. Consumers retain any mandatory rights they have regarding where proceedings may be brought.

23.3 We may update these Terms from time to time. The version applicable to your contract is the version provided or made available to you when your order is accepted, unless a later variation is agreed with you.

23.4 Our company registration and VAT details (where applicable) are displayed on our website and order documentation.