Showroom Order Terms

WASHINGTON FIREPLACES — TERMS OF SALE (SHOWROOM SALES)
Applies to: Orders made through our showroom (including orders later confirmed by phone).
Excludes: Online‑only orders (separate terms apply).

IMPORTANT: Nothing in these Terms limits your statutory rights. Where you are a consumer, these Terms are intended to comply with UK consumer law (including the Consumer Rights Act 2015). If any clause conflicts with your statutory rights, your statutory rights will prevail.

1) Who we are
1.1 Trading name: Washington Fireplaces (“we”, “us”, “our”)
1.2 Legal entity (for invoicing): Washington Fireplaces Direct
1.3 Address: 16 Elswick Road, Armstrong Industrial Estate, Washington, Tyne and Wear, NE37 1LH
1.4 Phone: 0191 416 5467
1.5 Email: sales@washingtonfireplaces.co.uk
1.6 VAT: GB319235409

2) Definitions
2.1 “Customer” / “you” means the person placing the Order (or a business if purchasing as a business).
2.2 “Goods” means any products supplied by us (fires, stoves, surrounds, media‑wall components, flues, parts, consumables, etc.).
2.3 “Services” means any work supplied by us (survey, delivery, installation, commissioning, remedial works, etc.).
2.4 “Order” means the Goods and/or Services described on your quote/invoice/job sheet.
2.5 “Special Order / Made‑to‑measure / Bespoke” means goods ordered, manufactured, cut, configured, finished or sourced specifically for you (including non‑stock items).

3) When these Terms apply
3.1 These Terms apply to all Orders unless varied in writing by us.
3.2 Showroom orders confirmed by phone: Where you have visited our showroom and selected your Goods/Services, we may confirm details by phone/email. This does not change the nature of the sale as a showroom order.
3.3 Contract documents: The contract consists of these Terms, your quote/invoice/job sheet, and any written variations agreed by us.
3.4 Priority: If there is any conflict, the written quote/invoice/job sheet and any agreed written variations take priority for that specific Order. This does not apply where an obvious and unmistakable clerical or typographical error has occurred (for example a clear pricing mistake). In that case, we will notify you as soon as reasonably possible and you may cancel the affected Order without charge if you do not wish to proceed at the corrected price.

4) Quotes, surveys and changes
4.1 Surveys can be arranged on request and are chargeable. A survey is a separate service from any subsequent Order for Goods/installation, which is confirmed when a deposit is paid and we accept the Order. A deposit is generally 50%.
4.2 Where an estimate is provided (especially for building work), the final price may change once work starts; there may be considerable variation from the estimate.
4.3 Structural or other deficiencies discovered during works that were not apparent during a survey/inspection are not included in the quoted price unless stated.
4.4 If you request changes after placing the Order, tell us as soon as possible. We will try to accommodate changes, but this may affect price and lead times.
4.5 We may correct genuine clerical/typographical errors in paperwork.
4.6 Quote validity & availability: Prices/availability may change after this period or if suppliers change pricing/stock.

5) Technical limitations, compliance, suitability and permissions
5.1 You are responsible for ensuring adequate ventilation and that the property can meet relevant Building Regulations and safety requirements for the chosen appliance.
5.2 We will use reasonable care and skill, but we cannot guarantee perfect draw/performance in every property. Factors such as wind exposure, building characteristics, chimney condition and existing works can affect performance.
5.3 If we must change a specification to comply with safety or legal requirements, we may do so provided it does not materially reduce quality/performance.
5.4 The customer must obtain all relevant licences and permission for building works to be completed prior to starting. For example, permission for building into a shared property wall.

6) Lead times and starting building work
6.1 Any delivery/installation dates are estimates given in good faith. Delays can occur due to manufacturers, supply chain or logistics.
6.2 If your project relies on Special Order/Bespoke goods, we recommend avoiding irreversible building work until the goods are confirmed/arrived.

7) Prices, VAT and payment
7.1 Prices will be shown on your quote/invoice/job sheet (including whether VAT is included).
7.2 A deposit may be required to secure your Order and/or schedule work.
7.3 Unless agreed otherwise in writing, payment for Goods is due the day before delivery/installation (or before collection).
7.4 Where Services are provided, payment timing will be as stated on your paperwork (often immediately prior to, or on completion of, Services depending on the job).
7.5 If payment is overdue, we may pause delivery/collection/installation until payment is made.
7.6 Payment can be made to the company via cash/card/bank transfer. Payment methods to 3rd parties are specified by them.

8) Fair deposits and cancellation costs (consumer customers)
8.1 Deposits are used to reserve stock, place supplier orders, and allocate time.
8.2 If you cancel, we may retain from your deposit an amount that reasonably reflects our direct losses and costs already incurred (for example: supplier cancellation charges, restocking charges, and administration actually incurred). Any remaining balance will be refunded.
8.3 This clause is not intended to impose a penalty; it is intended to reflect genuine loss.
8.4 If the goods are of a bespoke nature and made to order, you may lose your deposit if cancelled unless specifically stated by us in writing.
8.5 Customer specifications: Where Goods are ordered to measurements, layouts, finishes or specifications chosen by you (including where measurements are provided by you or your third party), you are responsible for confirming accuracy before we place supplier/manufacturer orders.

9) Ownership and risk
9.1 Risk in the Goods passes to you on delivery/collection.
9.2 Ownership of the Goods does not pass to you until we receive cleared payment in full for those Goods and any other sums owed to us.

10) Delivery and collection
10.1 Please inspect Goods as soon as reasonably possible after delivery/collection and notify us promptly of damage, missing parts or obvious issues.
10.2 You must ensure safe and reasonable access for delivery/collection (parking, clear pathways, stairs/doorways, etc.). If a delivery fails due to access issues we were not told about, additional costs may apply.
10.3 Storage / delayed acceptance: If Goods are ready for delivery/collection and you delay acceptance for more than 90 days, we may (at our discretion) charge reasonable storage and handling costs from that point onwards. Where we intend to charge storage, we will notify you in advance and give you a reasonable opportunity to arrange collection/delivery. Please contact us if you would like us to store your items for longer.
10.4 Failed delivery/collection: If delivery/collection fails due to access issues or no-show, we may charge reasonable re-delivery/re-collection costs.

11) Installation by us (where installation is included on your paperwork)
11.1 We will perform Services with reasonable care and skill and in accordance with good industry practice. You acknowledge that building and installation work may involve minor variations and finishing tolerances consistent with the nature of the work and the materials used.
11.1a Completion & snagging: On completion we may ask you (or your nominated decision-maker) to inspect and confirm any snagging items. Minor snagging will be addressed within a reasonable time where access is available.
11.2 Fireplace/stove works can be dusty/dirty. You should remove/protect furniture, curtains, valuables and delicate items from the work area.
11.3 Unless specifically itemised on your quote/invoice/job sheet, the following are not included:
(a) carpet removal/refitting;
(b) painting/decoration;
 c) moving/re‑siting electrical sockets;
(d) disposal of rubble/waste materials;
(e) adding or replacing skirting boards or coving.
11.4 Unforeseen works: If we discover issues during installation (e.g., hidden damage, unsuitable surfaces, unsafe existing works, unexpected structural constraints), we will explain the options and any additional cost before proceeding where reasonably possible.
11.4a Variations and additional works: Any additional work not included in your quote/invoice/job sheet will be treated as a variation. We will explain the work and cost and, where reasonably possible, obtain your approval before proceeding.
11.1b Visit sign-off / inspection sheet: After each visit, we may ask you (or your nominated decision-maker) to sign an inspection/sign-off sheet confirming that the work area has been left tidy and safe, and that the installed items completed that day are operating as expected and in line with the agreed design (as far as can be confirmed at that stage). If anything is not correct, you must tell the installer before sign-off (or record it on the sign-off sheet) so we can address it as soon as reasonably possible. If issues are raised after the visit, a revisit may be required and booking a return visit can take time.
11.5 Site readiness: You must ensure the work area is accessible, clear, and safe, with any required services available (for example power supply, safe access/parking, and clear routes for materials). If the site is not ready and work cannot proceed, additional visits may be chargeable.
11.6 Hidden services and hazardous materials: We are not responsible for damage to hidden pipes, cables or services that are not reasonably identifiable before works begin. If asbestos or other hazardous materials are suspected or found, work may be paused until a suitable assessment/removal is completed; any associated delays/costs are not included unless stated.
11.6a Chimney/flue condition and blockages (solid fuel): Chimneys and flues may contain blockages, tar/creosote build-up, damaged liners, historic closures, or other defects that are not reasonably identifiable until works begin or the system is tested. If such issues are found, we may pause works for safety and will advise what remedial work is required. Any sweeping, liner work, chimney remedials or additional components are not included unless specifically itemised on your quote/invoice/job sheet.
11.7 Decision-maker on site: You should be present for installation or appoint someone authorised to approve design/positioning choices. If no decision-maker is available, and decisions need to be made prior to proceeding, work may be paused and additional visits may be chargeable.
11.8 Pre-existing / underlying conditions: We are not responsible for pre-existing defects or latent issues in walls, floors, chimneys, plaster, or previous installations that become apparent during works. For example, hidden damp, loose plaster, or previously damaged brickwork.
11.9 We may take photographs and/or video of the work area and completed installation for internal records, quality control, and evidence of works completed (which may include before/during/after images).

12) Subcontractors
12.1 We do not usually subcontract, but we may use suitably qualified subcontractors when needed (for example, specialist skills, workload, illness, or scheduling).
12.2 If installation is sold by us, we remain responsible for providing the Service to you.

13) Third‑party installers and additional trades
13.1 If you pay a fitting team/engineer directly, that installer is a third‑party contractor hired by you (even if we help with introductions or booking).
13.2 In that case, installation workmanship/disputes sit with that installer, while we remain responsible for the Goods we supply.
13.3 Electricians, Gas Safe engineers and HETAS engineers may be paid separately unless clearly stated on your paperwork.
13.4 It is the responsibility of the consumer to confirm receipt of the relevant paperwork. For example a HETAS certificate for a stove installation. It can take up to 6 weeks to arrive; if you have not received a certificate please contact us.
13.5 Qualified installation and certification (supply-only / third-party installs): Where Goods are not installed by us, you must ensure installation, commissioning and certification are carried out by appropriately qualified persons and in accordance with applicable law and the manufacturer’s instructions. This includes (where applicable) a HETAS-registered installer for solid fuel appliances and a Gas Safe registered engineer for gas appliances. You are responsible for obtaining and retaining all relevant certificates/notifications.
If an appliance is installed, modified, serviced or repaired by an unqualified person, or without the required certification/commissioning, this may invalidate manufacturer warranty and may affect our ability to diagnose faults or support warranty/fault reporting down the line. This does not affect your statutory rights where Goods are inherently faulty.

14) Postponements and cancellation of installation bookings
14.1 We book labour and time specifically for your job. If you postpone/cancel late, we may not be able to fill the slot.
14.2 Late postponement/cancellation: If you postpone/cancel with less than 2 working days notice, we may charge a reasonable fee reflecting our genuine loss (for example reserved labour/time and travel).
14.3 Aborted visit: If we attend site and cannot proceed due to access/site readiness/missing services, we may charge a reasonable aborted-visit fee.
14.4 We will always try to reduce charges where we can reallocate time.

15) Returns and “change of mind” (showroom purchases)
15.1 In‑store purchases do not automatically include a 14‑day “change of mind” cooling‑off period (this mainly applies to distance/off‑premises contracts).
15.2 If we agree (at our discretion) to accept a non‑fault return, Goods must be unused, complete, and in resaleable condition with original packaging where possible.
15.3 Where we accept a non‑fault return, a reasonable restocking/handling fee may apply (typically up to 25%, minimum £5), reflecting supplier charges and handling costs.
15.4 Made‑to‑measure / bespoke goods cannot be returned for change of mind — please check dimensions and suitability carefully before ordering.
15.5 Nothing in this section affects your statutory rights for faulty Goods.

16) Natural materials and finishes
16.1 Natural materials (e.g., limestone/marble/slate/wood) can vary in shade, markings and finish. An exact match to a showroom sample/display cannot be guaranteed. Markings can include grain, shading, veining and fossils.
16.2 Some materials (for example limestone) may temporarily change appearance when wet during manufacture/installation. It may take weeks to months for the limestone to fully dry.

17) Correct usage of Goods
17.1 It is the customer’s responsibility to ensure correct usage of the fires and Goods we provide (including following the manufacturer’s instructions and any guidance we supply).
17.2 Any damage to Goods or surrounding property caused by incorrect usage, misuse, unauthorised modifications, or failure to follow instructions is not covered by the company. This does not affect your statutory rights where Goods are faulty or Services are performed without reasonable care and skill.

18) Faults, warranty and your statutory rights
18.1 Goods must be as described, fit for purpose and of satisfactory quality. If not, you have statutory remedies.
18.2 Services must be carried out with reasonable care and skill. If not, you have statutory remedies.
18.3 Manufacturer warranties (where provided) are in addition to your statutory rights.
18.4 Consumables (for example: rope seals, baffles, liners/firebricks) may not be covered by manufacturer warranty unless defective on delivery and reported before installation.
18.5 If you believe a product is faulty, contact us promptly with proof of purchase and details (photos/videos where helpful). Please report visible defects before installation where reasonably possible.
18.6 Opportunity to remedy: Where we are responsible for Services or for a fault in Goods supplied by us, you agree to allow us a reasonable opportunity and reasonable time to inspect and, where appropriate, repair, replace or remedy the issue (including arranging access). This does not affect your statutory rights.

19) Limitation of liability
19.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
19.2 We are not responsible for losses caused by events outside our reasonable control (supplier delays, courier delays, extreme weather, etc.).
19.3 Where installation is not sold by us, we are not responsible for workmanship of third‑party installers you contract with directly.

20) Data protection
20.1 We use customer information to process orders, arrange delivery/installation and provide aftercare. We handle personal data in line with applicable UK data protection law.
20.2 We may store and use such photos/videos for internal purposes (including file notes, dispute resolution, warranties, and evidencing the condition and completion of works).

21) Complaints and contact
21.1 If you have a complaint or issue, please contact us:
Phone: 0191 416 5467
Email: sales@washingtonfireplaces.co.uk

22) PLEASE NOTE

• It is highly recommended that you are present for any installation to confirm any bespoke design options.

23) General
23.1 If any part of these Terms is found unenforceable, the rest remains in force.
23.2 These Terms are governed by the laws of England and Wales.