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Terms and Conditions

Terms and Conditions 

Please ensure you have read our Terms and Conditions before ordering. 

The Terms & Conditions shall not be construed so as to affect the statutory rights of Customers, whose acceptance of a Quotation / Estimate implies full acceptance of these Terms & Conditions. 

We are happy to advise on any of the below, if you would like more information. 


For clarity, “the company / we / our” refers to Glowfire Stoves and Fireplaces,” you / the customer” refers to the customer. 

Once an estimate or quote has been accepted by payment of a deposit and/or an installation date has been confirmed either in writing, email or verbally, you, the Customer enters into a contract with the Company and agrees to all terms and conditions. 

Please ensure that you are ready for your stove and/or fireplace to be installed and that our works coincide with any other scheduled works that you may have. 

The Estimate will specifically include the known tasks to be undertaken by the Company. Anything not expressly included in the Estimate must therefore be considered “Extras”. 


Installation dates are given in good faith, but occasionally it may become necessary to re-arrange by consent, the earliest possible alternative. This may be due to safety issues due to adverse weather conditions, or other unforeseen circumstances. 

We require clear access to the working areas inside and outside of the property. If works are not completed within the time allocated due to unforeseen circumstances we will endeavour to complete at the soonest opportunity. 

When installing a liner using roof ladders, the installation is weather permitting. In the event of bad weather such as extreme high winds, heavy rain snow/icy conditions we must reschedule the installation to the next available installation date which may cause a delay in completion. 

In some circumstances it is unsafe to use ladders to work at higher or difficult levels, we advise the hire of scaffolding or lift equipment to allow us safe access to complete works required. It is at the company’s discretion to confirm if ladders are safe to use or if additional equipment will be required. 

Where an estimate/quote does not include scaffolding, and scaffolding is later required, this is the customers responsibility. Estimates/quotes are given in good faith, however sometimes when works commence, it may come to light that scaffolding is required in order to maintain safety. 

Every care is taken when works are carried out on the roof, however if the roof is in poor condition, (loose ridge tiles, rotten battens, loose or de laminated tiles or slates) we cannot be held responsible for further damage to tiles, slate, felt, battens lead etc. 

Glowfire Stoves and Fireplaces will not be responsible for existing faults in the purchaser’s chimney, pot or stack due to previous construction or weathering. 

Any remedial works and costs required will be advised during, before or on completion of our installation. 

We endeavour to install the liner with minimal disruption to the existing chimney stack. Chimneys of poor original design & construction may require holes to be made between the external stack to the ground floor fireplace so the flue liner required can be routed around sharp bends. Any holes opened into the stack will be re plastered ready for redecoration. In most circumstances the above events are highly unlikely and not common, but we cannot take responsibility for unforeseen problems that might occur during installation. 

You should take all reasonable steps to ensure the safety, security of any furnishings, carpets, sofas etc. against any disruption caused by the installation. We will not be held responsible for any damage to your property that is not secured and made safe from any works conducted; any decoration being disturbed, marked or damaged during the installation or works carried out; or for any third party or accept, any claims arising from damage, accidental or otherwise, after the completion of work and inspection of all parts installed. We will not remove waste that has resulted from any third parties working at the premises or that have not 2 

resulted from works undertaken by Glowfire Stoves and Fireplaces. We will not be held responsible for fitting any carpets/flooring before or after the installation of the fireplace or works undertaken. Skirting boards should be removed prior to our installation and refitted by a competent tradesman after the installation is complete. Any problems must be pointed out to the builder / engineer at the completion of works. We are not responsible for any works that have not been carried out by Glowfire Stoves and Fireplaces Installers. 

Smoke spillage tests can only be carried out once an installation is completed, and appliance is functional. 

External Twin Wall Installations: Where a hole needs to be created for pipework to go through a wall, a Core Rig will be used. For safety reasons, the Core Rig must be anchored to the wall, which involves drilling a small hole through the wall, below the hole for the flue pipe. This hole will be filled with filler on both sides of the wall, ready for decoration by customer. Because of natural shrinkage as the filler dries, sometimes a little more filler will need to be applied when decorating. 

Constructional Hearths; Solid fuel appliances require constructional hearths that are usually present to the chimney construction, we cannot be held responsible for existing constructional hearths. Please ensure that your constructional hearth is of sound construction and no issues of damp are present. Damage or staining to the superimposed hearth that we supply will not be covered if caused by existing problems with constructional hearths. We cannot take responsibility for damp as we are not qualified to identify damp or carry out remedial works required to resolve any issues. 

Existing Plasterwork; Old or existing plasterwork will be made good by our installers to a pre decorated finish which will require a professional decorator to finish following our installation if required. Where ‘making good’ to an area of plasterwork on installation we can only take responsibility of a specific area to which we are working usually 150mm beyond the new fireplace installed in all directions of the wall. In the event of unsound plasterwork that has become loose or unsound through age we can only advise that a professional plasterer is consulted for remedial works. 

Flooring and skirting boards; Installation does not include any making good/decorating to floorings or skirting boards, these amendments if required must be made following our installation, where special circumstances are required our surveyor can confirm what will be required. Existing carpets that will be remaining following our installation should be rolled back away from the fireplace area and re installed following our installation. 

Existing chimney stacks and terminals; we cannot be held responsible for the conditions of existing chimney stacks and terminals. Our works do not include the refurbishment, re pointing or replacement of chimney stacks, pots and cement based works, unless we have quoted to do so. 

New Chimneys; Where a new chimney is required (masonry or prefabricated) the customer is solely responsible for seeking advice from the local authority that this is permitted and if necessary obtain planning approval prior to committing to purchase / installation. (Smokeless zones, Listed building, conservation area). It is NOT the responsibility of Glowfire Stoves and Fireplaces to seek these approvals and we shall not be held responsible in any respect for any installations carried out without the required local authority approvals. 

Surveying; the survey carried out is a free of charge (subject to location), no obligation appointment to advise and confirm what fireplace and flue type is required also what work will be involved to complete an installation in principal. We cannot confirm the condition of a chimney stack at the time of survey. If we identify a problem with an existing chimney and /or terminal at the time of installation we can advise what additional works will need to be carried out, to complete the installation. 

Product Specifications; All images of products illustrated by means of product brochures, our web site and / or links to our supplier websites should be regarded as “illustrative only” as details may be subject to change without prior notice due to the manufacturer having a policy of ongoing product development. We will of course endeavour to bring to your attention any detail changes of which we are aware, however goods supplied may differ slightly as a consequence. Dimensions provided by our suppliers should be regarded as “nominal” and as a guide only due to manufacturing tolerances. Colours may vary slightly from those illustrated. We will not accept any liability to supply additional materials or incur costs where the buyer/customer has 3 

provided us with inaccurate and /or incomplete dimensions / information and the product(s) supplied are therefore incorrect or incomplete as a result. Information and contents on the “Glowfire Stoves and Fireplaces” web site and links to our suppliers and their associated information must be regarded as being for guidance only, and we shall not be responsible for any misinterpretation or misrepresentation. 


Natural Marble, Slate Stone and Wood; these natural materials can have unpredictable markings, graining, shades & colour. They can also have veining and lines small open crevices and gaps. The material is checked and worked where required but the nature of the product is naturally formed and can vary from order to order. Bespoke orders cannot be exchanged or credited, we advise that the material is viewed before manufacturing where possible or before installation. A 2-4mm tolerance of given dimensions is acceptable for these materials due to manufacturing and installation. As with all-natural materials such as real timber, marble, slate and granite, minor markings or unusual grain patterns may be present. These are not defects but part of the natural character of the piece. 

All materials supplied and/or fitted by the Company will comply with HETAS recommendations and will be of good quality and suitable for use under those recommendations. 

Minor blemishes & imperfections that do not impede performance are in the nature of stoves and chimneys, and are not covered by warranty. This does not affect your statutory rights. 

We shall not be held liable for installations that may not be aesthetically perfect due to peculiarities in fireplaces, stoves, chimneys, hearths and buildings design & construction. The Customer accepts that unavoidable compromises may be necessary during installation in the placing of HETAS standards above minor aesthetic considerations. 

Until full payment has been made to the Company, all materials shall remain the property of the Company. 


HETAS certifications are issued once the full balance of the order has been settled. 

Your HETAS Certificate shows that the installation is safe and complies with relevant Building Regulations and Standards. The certificate of compliance will be needed if or when you move home. 

All items manufactured by others and supplied to GlowFire Stoves and Fireplaces and then passed or sold to the client will be covered by the relevant manufacture’s general guarantee (slate, marble and granite, being natural products, do not carry any form of guarantee for natural occurrences). 

Stove Warranties normally exclude naturally wearing ‘consumable’ parts such as: glass & seals, firebricks, grate parts, baffles, log retainers, pilot assemblies, thermocouples, fuel effects and the surface finish of the unit. Liner warranties are 10 years unless otherwise specified in writing. We advise that all working fireplaces and flues are serviced and or swept at least once every 12 months. Wood/coal fuels may require 1-2 sweeps per year depending on level of use(please refer to your manufacturer’s guidance). Failure to do so may result in the appliance becoming unsafe and faulty. When burning wood please ensure you are using a good supply that complies with the manufacturers recommended associations and moisture content. Non-approved fuels and damp fuel can damage an appliance / flue liner and will invalidate your warranty. 


Supply and Installation Customers: 100% of the cost of the stove is required to place the order and 50% of the estimated installation cost is required as a non-refundable* deposit in order to proceed and book installation dates. *However if a cancellation is made and is not due to any fault of the customer a full refund of the deposit amount will be given. 

Cancellation or alterations to orders where services have been booked and or carried out may be chargeable (please see cancellations below). On all orders where deposits have been received the balance is to be paid on completion of the job and or delivery of the goods ordered. Payment must be made in full on the final day of completion of our work. 

Payment: by cash, bank transfer or card only. 

The title of the goods remains that of Glowfire Stoves and Fireplaces until paid for in full. 

We reserve the right to charge bank rate plus 5% per day (or part thereof) for outstanding accounts. 4 

Acceptance, Cancellations, Alterations 

Due to the nature of our business, on acceptance of your order (payment of deposit) you have given approval for the work to begin i.e. goods to be ordered before the end of the 14 day cancellation period. Deposits will be refundable in full, should you decide that you do not wish to proceed with the sale only if goods have not been ordered. If goods (or part of) have been ordered, the client will bear the restocking charge of 20%, delivery charge, courier charge and any other related charges that are incurred due to the item being returned to the supplier. 

If you wish to cancel the contract you must do so in writing (which may be by email or post). If not by email it should be delivered personally or sent by Recorded Delivery. The notice of cancellation is deemed to be served as soon as it is posted, received in the Company’s office or in the case of an electronic communication from the day it is sent. 

A minimum of 2 full weeks’ notice must be given if you wish to postpone, cancel or change the installation date. Failure to do so will result in a minimum expenses charge of £250 to cover costs of expenses and engineers’ time where this could have been better utilised with more notice. We reserve the right to add to and /or amend our Terms and Conditions of trading without giving prior notice. 

Copies of these Terms & Conditions are prominently displayed in Company premises and on the Glowfire Stoves and Fireplaces web-site. In accepting any opinions, publications, goods or services from the Company, Customers accept that all such communications and transactions are limited and controlled by these Terms & Conditions. 

Privacy & Security 

All personal details that you give us are securely stored. We do not supply or sell customers details to any outside organisation. We will endeavour to take all reasonable care, in so far as it is possible to do so, to keep all details of your order and payment secure, but, in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering. 

At Glowfire Stoves and Fireplaces we are extremely proud of the work carried out by our skilled installation team. We occasionally take before and after installation photographs for training, demonstration and to build our online portfolio. We can assure you that only images of the fireplace will be used. If you have any objections to us using any imagery relating to your order please let our sales team know. 

Complaints Policy 

We always endeavour to provide the best service and products for our customers. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us within 7 days of your installation in order that we can rectify any problems as soon as possible. Either call us on 01267 238 159, or write to us at GlowFire Stoves and Fireplaces, Unit 2 Cambrian Park, Cillefwr Industrial Estate, Johnstown, Carmarthen SA31 3RB, or email us at 

We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. 

Where we cannot resolve any complaints using our own complaints procedure, as a HETAS registered company we use HETAS for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 01684 278170 or via their website 

Company Details 

Glowfire Stoves and Fireplaces is a trading name of Glow Fire Stove Installations Ltd. 

Registered Company Number: 11168456 (England and Wales) 


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Unit 2 Cambrian Park,
SA31 3RB