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Terms & Conditions

The Arcade (Llandysul) Limited Trading online as 

Arcade Wales

 

1).Product Information

Any product information provided verbally, written and on our website is for guidance only and given in good faith but without warranty. Whilst every effort is made to display as accurately as possible the colour and size of our goods, we cannot guarantee that your monitors display of any colour will accurately reflect the colour of the goods on delivery.  Woodburner Warehouse cannot account for all scenarios such as site conditions and skills of application and are supply only service. In any event we do not accept any liability whatsoever for the performance or non-performance of any goods beyond the value of those goods (for example, we shall not be liable in respect of wasted time or additional costs incurred by any person such as labour or scaffolding costs nor shall we be liable in respect of any alleged consequential losses of any person). 

 

2). Stove installation

We are a supply only Company and are not responsible for storage of goods or installations. Wood-burning and Multi-fuel stoves must be installed by a registered installer. We recommend you contact a professional Hetas Certified installer to survey the installation prior to purchasing your stove. The stove must be installed in accordance to the Manufacturer’s recommendations and the current Building Regulations in force. Failure to get the woodburning or multi-fuel stove installed correctly will invalidate the guarantee.

We recommend you buy the stove and have it delivered at least one week before installation date as we cannot be held liable for any costs incurred by the customer or any loss of earnings as a result of the goods being lost, damaged or late.

 

 

3). Prices

All Prices shown are inclusive of VAT and Prices are subject to change without notice.  All orders are subject to availability.  We reserve the right to refuse to accept any order where there is an error in the description of the goods or the advertised prices.

Woodburner Warehouse reserves the right at any time to change or discontinue without notice, any aspect or feature of this website.

All Price match request work on a like for like basis: the product should be the same brand and new for example a Poujoulat pipe cannot be matched to a Euro Vit pipe. 

We reserve the right to refuse a price match request if the price match is unreasonable or if a link or quote is not sent to us clearly stating a cheaper price. 

 

4). Design & Advisory Service

 

Where we provide a free design and advisory service, this is done at your own risk and we accept no responsibility for any errors or omissions nor liability for your (or a third party’s) reliance on our advice. Responsibility for the installation is on the installer of the product.

 

 

 

5). Ordering

When ordering through our website you will receive an order confirmation email and a phone call to let you know the stove is being dispatched. We may leave a voicemail message to confirm the stove is being dispatched if no one answers. If the item is not in stock you will receive a phone call to give you an idea of delivery times. We will need a valid telephone number for delivery or your order may be delayed.

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

 

 

6). Delivery

 

6.1 Delivery Charge for Stove Orders

All orders come with a Free Standard Delivery to most parts of the UK Mainlands. Highlands ,Islands and Central London will be charged extra.

Next Day Delivery is charged at an additional £30 charge but this may vary depending on postcode. Next day delivery will only be dispatched on the day of order if placed before 11am and if in stock. We cannot guarantee next day delivery on all our items but will contact you if we are unable to do so.

Next Day delivery means next working day and items can be delivered any time between 9am and 6pm.

 

Delivery Charges for Smaller Items

Orders bought without a stove will be charged at a standard rate for 3-5 day service

Next day delivery will be charge at increase rate. Please call our office to enquire first. Next day delivery will only be dispatched on the day of order if placed before 11am and if in stock. We cannot guarantee next day delivery on all our items but will contact you if we are unable to do so.

Next Day delivery means next working day (Monday to Friday) and items can be delivered any time between 9am and 6pm. Working days do not include Saturday, Sunday and Bank Holidays.

 

 

 

6.2 Stock Availability

Woodburner Warehouse carry’s a high amount in stock however; you can check stock availability by calling or emailing us. If in stock delivery takes 3-4days. If item is not in stock it can take approx 7-10 days. In some cases where the item is out of stock with the manufacturers it can take 4-6 weeks or longer.

All delivery times are estimates only and it is your responsibility to order in good time before installations dates.

If the customer would like to cancel the order because goods are out of stock then the customer can do so.

 

 

6.3 Delivery of goods

Large Item Deliveries

If you have ordered a large item such as a stove or a flue system, your goods will be delivered on a large vehicle usually 7.5 tonne with a tail lift. Please let us know, as soon as possible, if there will be a problem with access, so we can make alternative delivery arrangement.

We send all our goods by a haulage company and they will deliver the product to the property but will not bring the stove into your property due to insurance reasons. If a driver is particularly helpful and the customer persuades them to help the customer take the goods inside, then the customer does so at their own risk. Any damages occasioned by the goods bought into the customers house are the responsibility of the customer not the delivery company or the supplier.

It is therefore your responsibility to arrange the necessary equipment or man power required in order to move the stove to the desired place.  Please note that if there are steps the haulage company will not be able to bring the stove to the door and a “kerb side” delivery will be necessary.

The driver will wheel the stove as far as they can providing their path is free from obstructions and on solid level ground (the driver’s trolley will not work on gravel or uneven surfaces).

If the conditions at the point of delivery do not permit the delivery firm to bring the goods to the property, then it is necessary for the customer to inform the supplier beforehand or to make arrangements for the goods to be moved to a safe storage place after delivery has been made.

Please note that if a delivery is refused and sent back to us because delivery was not able to take place due to insufficient manpower at the delivery destination any refunds that are requested will be minus the return delivery fees of £100.

If you miss your palletised stove delivery at your pre-booked day, then re-delivery charges may apply.

Goods must be signed for upon delivery and cannot be left in a safe place with out a signature.

Title of the goods shall pass to the customer on completion of the delivery, providing payment has been made in full.

 

Small Item Deliveries

Smaller parcel deliveries will be delivered by a courier company. If you provide us with an email or mobile number you will receive notification directly from them informing you of the delivery.

If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.

If the goods are returned to us, due to the courier not being able to deliver, you will be refunded for the item but not for the delivery charge incurred.

Goods must be signed for upon delivery and cannot be left in a safe place without a signature.

Title of the goods shall pass to the customer on completion of the delivery, providing payment has been made in full.

 

6.4 Checking the Goods / Lost & Damaged Goods

Large Deliveries (Palletised)

With larger, palletised items, you must check the goods while the driver is still there. The driver is obliged to wait with you up to 15 minutes (for palletised goods only), whilst you unpack the goods. If the driver refuses to wait then please sign unchecked.

If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note. If goods are damaged please contact us as soon as possible as in some cases if it is severely damaged it is better to refused delivery. If items are missing from your order or if incorrect items have been sent this must be reported upon delivery.

If item is damaged, we do need to have the damaged item back before sending out a replacement and this may take more time. Alternatively, you can purchase & pay for another stove and a credit/ refund will be given once we  have received the original stove back.

Damages must be reported within 48 hrs to avoid having to pay for a replacement.

Small Deliveries (Parcel Deliveries)

With smaller boxed items, sent by courier, you do not need to check the contents immediately, but we do ask that you check the items within the parcel as soon as possible as you have 48 hours from delivery to report any damages.

 

6.5   Missed Deliveries

Please note that if a delivery is refused and sent back to us because delivery was not able to take place due to insufficient manpower at the delivery destination any refunds that are requested will be minus the return delivery fees of £100.

If you miss your palletised stove delivery at your pre-booked day, then re-delivery charges may apply.

If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.

 

6.6   Cancelled Orders

If you cancel an order after it has been dispatched, we regret that you will be charged for the return delivery costs, even if the products have not reached your address.

 

6.8   Delays

Delays in transit are possible and out of our control.  It is up to the customer to inform the supplier if the order has not arrived. For this reason it is recommended that the customer ensures the have all the goods prior to booking installers.

The supplier is not liable for any costs incurred by the customer as a result of a delivery being lost, damaged or late.

 

6.9 Cancellations & Returns Policy

 

To cancel or return an item you must confirm this in writing via email to sales@arcadestoves.co.uk or write to us at  The Arcade, King Street, Llandysul, Ceredigion, SA44 4DJ.

Please quote clearly your name plus the order number or invoice number.

 

Mail order, telephone and internet sales to individuals (not businesses), are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC). This protects you by providing a 7 working day cooling off period after the product has been delivered.

As a customer you have the option to cancel any order between the time of placing it and 7 working days after delivery.

You have the right to a refund within 30 working days of cancellation. We will action the refund as soon as the goods have been returned to us in a resalable condition.

The goods must be boxed and must have not been fitted and / or used in any way. Should we find any damage upon receipt we will advise you and deduct any costs from the refund amount.

Bespoke items made to specification, personalised goods, or goods or materials cut to length, are excluded from the right to cancel. 

We will refund the amount originally paid minus any damages and also minus any costs of collecting the goods.

Cost of returning a Palletised item to us (eg stove, cooker or large appliance).

This excludes collection from Scottish Highlands, Islands and Ireland. Please contact us for further information on these charges.

Collection & return to us = £100.00

The items must be sent back to us in the original packaging and securely packaged. When necessary we will send you some strapping for the larger items to assist you with securing the item to the pallet. The customer will be responsible for ensuring that the item is adequately wrapped, and the item is placed back securely on the pallet.

 

Cost of returning a Parcel to us

This excludes collection from Scottish Highlands, Islands and Ireland. Please contact us for further information on these charges.

Collection & return to us = £ 15.00

The items must be sent back to us in the original packaging and securely packaged. The customer is responsible for ensuring that the item is adequately wrapped and placed in a box.

The customer can also send the goods back via their own choice of courier, which they will be responsible for paying. The customer must ensure that the item is sent with proof of sending, plus we strongly advise that you insure the item to its full value.

 

7). Responsibility for the legality of your installation

 

Chimney installations come under Building Control and as such the customer needs to notify the customers Local Authority of the works. If the customer uses a competent person to install, then their registration body can do this for the customer. If the customers are self-installing or getting a tradesman to do the work for them then they will need to notify, pay fees, and have the installation inspected as needed by a Building Control Officer.

 

In some areas other rules apply, for example if the house is listed then the customer will need listed building consent. Again, it is the customers responsibility to ensure they are meeting the necessary rules and regulations that are in force.

 

It is also the customer’s responsibility to ensure that they tell the supplier if they live in a Smoke Control Area. In a smoke control area, the customer can only burn wood on a Defra Exempt Stove. Customers can check to see if they live in a smoke control area by contacting their Local Authority.

 

 

8). Warranties

 

We support the manufacturer’s warranty period where offered. We as a retailer are an official reseller appointed directly by the manufacturer. Manufacturer’s warranties vary by product, whether they are new or ex-display, and sometimes by method or installation, and may be for parts only, non-transferrable and restricted in other ways such as accidental or cosmetic damage, failure to follow manufacturer’s instructions or installation guidelines, lack of cleaning or servicing, deliberate damage or neglect. If you wish to confirm the manufacturers warranty details prior to purchase, please contact us.

If your product develops a fault that needs to be repaired, please call us on 01559 362847 and we’ll liaise with the manufacturer / your installer on your behalf. We will require a copy of the Installers commissioning report to deal with any warranties.

 

 

9). Privacy & Security

To prevent unauthorised access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

All transaction information passed between Woodburner Warehouse and Sage Pay’s systems is encrypted. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

 

10). Third Party rights

A person who is not a party to the Contract shall not have any rights to enforce its terms.

 

11). Law

The Terms shall be governed by and constructed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

We reserve the right to change these terms and conditions from time to time and you should refer to them each time you place an order. 

Please address any comments or complaints: The Arcade, King Street, Llandysul, Ceredigion, SA44 4DJ.

12). Contact

For any queries regarding orders, purchases or service, please contact us via email, phone or post.

Our address: The Arcade, King Street, Llandysul, Ceredigion, SA44 4DJ.