Online Sales Terms and Conditions

Introduction

 

The Arcade (Llandysul) Limited, trading online as ‘Arcadewales’, ‘Woodburner Warehouse’ and ‘Woodburner-Spares’ is a limited company, registered in England and Wales, with the registered company number 03793497, and registered office at The Arcade, High Street, Llandysul, Dyfed, SA44 4DJ.

 

These are the terms and conditions upon which we sell products online via the following websites:

 

  1. arcadewales.co.uk;
  2. woodburnerwarehouse.co.uk; and
  3. woodburner-spares.co.uk,

(hereinafter the “Website” or “Websites” as the context requires).

 

Terms

 

1. Product Information

 

The goods that we offer for sale are displayed on the Website. 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.

 

2. Ordering

 

You may place an order for goods by completing the order form on the Website. Once your order has been placed you will receive an order confirmation e-mail and, if goods are send on a pallet, a phone call to let you know the product is being dispatched. We may leave a voicemail message to confirm the stove is being dispatched if there is no answer. 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.

 

3. Prices

3.1

All prices shown on the Websites are inclusive of VAT and these 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.

 

3.2

We reserve the right at any time to change or discontinue without notice, any aspect or feature of the Websites.

 

3.3

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.

 

3.4

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. Delivery

 

4.1 Delivery Charge for Stove Orders

4.1.1

All orders come with a Free Standard Delivery to most parts of the UK Mainland, but additional delivery charges apply to the Scottish Highlands and islands, and Central London.

 

4.1.2

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

 

4.1.3

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

 

 

4.2 Delivery Charges for Small Items

4.2.1

Orders for small items, such as stove accessories or component parts (but not a complete stove), will be charged at a standard rate for 3-10 day service.

 

4.2.2

Next day delivery will be charged at an increased rate. Please contact us prior to placing an order. Next day delivery will only be dispatched on the day of the order, if it is placed before 11am and if the product is in stock. We cannot guarantee next day delivery on all our items but will contact you if we are unable to do so.

 

4.2.3

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.

 

 

4.3 Stock Availability

4.3.1

We hold large volumes of stock but you can check stock availability by calling or e-mailing us. If a product is in stock, delivery takes 3-10 days. We shall contact you with an update on anticipated delivery times. Where possible we shall inform you if delivery is likely to take in excess of 30 days.

 

4.3.2

All delivery times are estimates only, and time is not of the essence.  It is your responsibility to order in good time before any planned installation dates.

 

4.3.3

In the event that the goods in question are out of stock at the time you place your order, you may without incurring any costs, cancel your order at any time, prior to the item in question being dispatched from the manufacturer. Once the item has been dispatched from the manufacturer we shall not accept any cancelation requests.   

 

 

4.4 Delivery of Goods - Large Item Deliveries

4.4.1

If you have ordered a large item such as a stove or a flue system, your goods will be delivered on a pallet, on a large vehicle typically with a capacity of 7.5 tonnes 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 arrangements.

 

4.4.2

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 obligations and restrictions. 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 damage to the goods brought into the customers house are the responsibility of the customer not the delivery company or us, unless the damage is as a result of our negligence.

 

4.4.3

It is 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.

 

4.4.4

The driver will wheel the stove as far as they can, providing their path is free from

Obstructions, and is on solid level ground (the driver’s trolley will not work on gravel or uneven surfaces).

 

4.4.5

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.

 

4.4.6

Please note that if a delivery is refused and sent back to us because delivery was not able to take place due to insufficient man-power at the delivery destination any refunds will be minus the cost of return delivery to our premises.

 

4.4.7

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

 

4.4.8

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

 

 

4.5 Delivery of Goods - Small Item Deliveries

 

4.5.1

Smaller item 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.

 

4.5.2

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.

 

4.5.3

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

 

4.5.4

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

 

 

4.6 Faulty or Damaged Goods

4.6.1

Following the delivery, please inspect the goods at your earliest convenience. In the event that there are goods which are damaged or missing, the sooner we are notified, the sooner we can conclude the matter. With palletised deliveries, upon delivery, the driver shall provide you with 15 minutes to inspect the goods. We encourage you to notify us of any damage or faults during this initial inspection, or within twenty four (24) hours if possible, but we acknowledge that failure to do so shall not affect your statutory rights.

 

4.6.2

If you experience a defect with the product, within the first 6 months of ownership, you must notify us first. We will advise you of the relevant procedure. If we ask for the product to be returned, we will require the opportunity to inspect the product upon its return. If the product is not as described on the Website, fit for purpose, or of satisfactory quality, you may, within 30 days of receiving the product, reject the product and you will be entitled to a full refund. Alternatively, you may elect for the repair or replacement of the product during this 30 day period. 

 

4.6.3

If you experience a problem with a product (the product is not as described on the Website, fit for purpose, or of satisfactory quality) within the first six months of ownership, you must notify us and return the product (at your own expense), and give us an opportunity to resolve the problem in the first instance. You will not be entitled to any further recourse if we have not been given the opportunity to inspect the product and resolve the issue ourselves, or through a third party.

 

4.6.4

For the avoidance of doubt, normal wear and tear does not qualify as a fault of damage for the purposes of this clause 4.

 

4.6.5

In the event that you report a fault in accordance with clauses 4.6.2 or 4.6.3, it will assist us to promptly respond if you are able to provide a photograph of the fault in question.

 

4.6.6

In the event that you report a fault in accordance with clauses 4.6.2 or 4.6.3, with fitted appliances and parts, we shall investigate the fault by way of an in person visit by an engineer, or remotely by way of a video call, and you are required to cooperate as necessary to allow us to complete the inspection.  

 

 

4.7 Missed Deliveries

4.7.1

If the goods are returned to us because you are absent after an agreed time slot or have not taken the appropriate actions to enable the courier to deliver the goods, you will be refunded for the item but not for the delivery charge incurred.

 

4.7.2

If you miss your palletised stove delivery at your agreed pre-booked day, and fail to notify us that the date is no longer suitable, re-delivery charges may apply .

 

4.7.3

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.

 

 

4.8 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 they have all the goods prior to booking installers.

 

4.9 Cancellations

 

4.9.1

You shall, for a period of no more than 14 days from the date you receive the product, be entitled to cancel the order, return the product (at your own expense), and receive a full refund.

 

4.9.2

To cancel or return an item you must confirm this in writing via email to the appropriate e-mail address given in the table below. Alternatively, any postal correspondence must be addressed to Online Sales, The Arcade, King Street, Llandysul, Ceredigion, SA44 4DJ. In all communications, please quote clearly your name plus the order number or invoice number.

 

 

 

Trading Name

E-mail Address

Arcadewales

sales@arcadestoves.co.uk

Woodburner Warehouse

sales@woodburnerwarehouse.co.uk

Woodburner-Spares

sales@woodburnerwarehouse.co.uk

4.9.3

Mail order, telephone and internet sales to individuals (not businesses), are covered by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

 

4.9.4

You have the right to a refund within 14 days of cancellation. We will action the refund as soon as the goods have been returned to us in a resalable condition.

 

4.9.5

Bespoke items made to specification, personalised goods, or goods or materials cut to length, are excluded from the right to cancel under clause 4.9.1.

 

4.9.6

If you cancel an order, pursuant to clause 4.9.1, after it has been dispatched by us but before you have received the goods, we regret that you shall be charged for the return delivery costs, even in the event that the goods have not arrived at your address.

 

 

4.10 Returns

4.10.1

All goods returned pursuant to clause 4.9.1 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.

 

4.10.2

Following the identification of a fault pursuant to clause 4.6, you must not make any further use of the goods, or make any attempt to repair the goods, or the goods will no longer qualify for return.

 

4.10.3

All goods that qualify for return shall be refunded in the amount originally paid minus any costs of delivereing or collecting the goods, unless there are damages or defects with the products.

 

4.10.4

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

 

4.10.5

The items must be sent back to us in the original Manufacturers packaging where applicable (unless the prooducts is defective) 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. You shall be responsible for ensuring that the item is adequately wrapped, and where applicable, the item is placed back securely on the pallet.

 

4.10.6

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.

 

Please return to:

 

F.A.O Online Sales

Arcade

King Street

Llandysul

CEREDIGION

SA44 4DJ

 

Please include a note stating your name, order number, Address, and the reason for the return.

 

4.10.7

In the case of returning a large palletised item delivered in accordance with clause 4.4, we can arrange the return of large palletised items through our courier service. We will discuss the packaging arrangements with the customer once we have been notified that there is a need to return the item. Collection costs shall vary depending on the collection postcode, and our sales team shall advise accordingly. In order to ensure that the goods are appropriately returned to us, we shall liaise with the customer in respect of the packing requirements prior to collection.

 

4.10.8

Notwithstanding clause 4.10.7, you may elect to return a palletised item using your own choice of courier, at your own expense. In such cases we strongly advise that you insure the item to its full value.

 

4.10.9

In the case of returning a small item delivered in accordance with clause 4.5, you must return the goods via your own choice of courier, at your own expense, and you must ensure that the item is sent with proof of sending, and we strongly advise that you insure the item to its full value.

 

 

5. Stove installation

 

5.1

We only supply goods and are not responsible for storage of goods or installations. Wood-burning and Multi-fuel stoves must be installed by a competent person as instructed in the manufacturers installation manual and 'Document J' of the Building Regulations. We recommend you contact a professional Certified installer to survey the installation prior to purchasing your stove. The stove must be installed in accordance with 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 and may also affect your statutory rights.

 

5.2

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, unless caused by our negligence.

 

5.3

We do not provide any advice in respect of installation of the products and no communications that we make shall be deemed to amount to advice in this regard. You accept and agree that you must organise the installation of the goods at your own risk, and we accept no responsibility for any errors or omissions in the installation. Responsibility for the installation is on the installer of the product.

 

 

6. Liability

  •  

6.1

We 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).

 

6.2

We are only responsible for losses you suffer caused by us breaching our contract with you unless the loss is:

 

6.2.1

Unexpected: It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);

 

6.2.2

Caused by a delaying event outside our control: As long as we have taken the steps set out in the section We're not responsible for delays outside our control; or

 

6.2.3

Avoidable: Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

 

 

7. Responsibility for the legality of your installation

  •  

7.1

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.

 

7.2

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.

 

7.3

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

 

8.1

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.

 

8.2

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 signet of all documentation relating to installation of the product by a third party, and we shall, and failure to cooperate or provide us with such documents may delay us in the administration of your warranty claim.

 

 

9. Privacy & Security

9.1

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.

 

9.2

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.

 

9.3

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.

 

9.4

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.

 

9.5

All transaction information passed between us 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

11.1

These terms shall be governed by and constructed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the Courts of England and Wales.

 

11.2

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. Changes to these terms shall not apply to orders that have already been placed.

 

11.3

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, telephone or post. Our correspondence address is: The Arcade, King Street, Llandysul, Ceredigion SA44 4DJ