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Customer Service

  • Shipping & Delivery

    All goods are dispatched within 24 hours of cleared payment and are dispatched with a national courier and are fully insured.  It is however the customers responsibility to ensure that the pallet is checked before the gooods are accepted and any damagesare reported within 24 hours.  We can not accept claims of damage if the stove is unchecked for  aperiod of time.

  • Privacy & Security

    In order to provide the best service our website needs to collect basic industry standard information for your ease of use.  This is called a "Cookie" and is stored only on your PC.  You can find out more about what is stored and what information we may require should you place an order by reading our PRIVACY POLICY.  All orders placed via our website are secured using the latest technology and we are in partnership with the UK's largest processor SagePay who process over 4bn transacations a year.

  • Returns & Replacements

    We will always ensure that our goods are securely packaged before being transported to the customer.

    We will replace (for free) any item found defective or damaged upon delivery. Please note that it is your responsibility to check the goods before accepting them from the courier company.

    You must contact us within 24 hours to inform us that there is a problem so we can can claim against the couriers insurance.

    We cannot accept return of products which are damaged after delivery.

    After the fourteen days cooling off period has elapsed. We have the right to refuse the return without good reason. Please contact us to discuss the situation with us and we will make a decision accordingly. We will make a deduction from any refund to cover the cost of collection.

    If you the customer orders an incorrect item we will replace it with another item of your choice however you will be responsible for the cost of returning the item to us. The item must be returned in the exact packaging as it was delivered in. This excludes custom made or special ordered items. Any returned items are subject to a restocking fee. and will go inline with the manufacturers restocking fees.

  • Ordering

    All transaction information passed between stovesparesltd.co.uk and Sage Pay’s systems is encrypted using 128-bit SSL certificates. 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.

  • Payment, Pricing & Promotions

    While we try to be as accurate and correct as possible with our pricing, unfortunately sometimes pricing errors can happen.  Should a product be incorrectly priced we have the right to cancel any order placed and refund any monies paid for the product.

  • Viewing Orders

    If you registered at the check out you will be able to log into your account and view existing orders and their progress.

  • Updating Account Information

    If you registered your details on our site you will able to log in and update your account information as you wish.  Please note that by updating your details will not reflect on to any orders already being processed.  Should you need to change any information please contact our customer care team on 01646 278010.