Quotations are submitted on the understanding that goods supplied will be invoiced at prices ruling at the date of dispatch unless otherwise agreed in writing.

We pack everything very well & ship as promptly as we are able. We use recycled packaging wherever possible.

In the unlikely event that something arrives to you and it’s not in perfect condition we will refund your money or replace your goods, but with the following conditions:

• You inspect your order when you receive it
• You sign for your order where applicable. Do not sign for your order until you have made sure that you are signing for the number of packages present, and that all goods therein are undamaged. Otherwise sign for the delivery as ‘damaged’ or ‘incomplete’. If anything is damaged please let us know as soon as possible.
• You contact us within 24 hours of delivery, of any damage, missing items or something you are unhappy with.
• You may be asked for a digital photograph of any damaged items, as well as of the packaging, as these will be required for the claims process with the couriers.
• The decision whether to refund or replace is ultimately ours.
• We do not offer refunds or exchanges for unwanted Goods, unless they are faulty or identified as damaged on receipt of delivery, except those transactions covered by your right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have the right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below. Please note the delivery charge refund will be to the value of the delivery charge originally paid. We will process your refund within 14 days of receipt of the returned Goods. You must take reasonable care of the Goods whilst in your possession and they must be returned to us before we can issue your refund. To notify us that you wish to cancel, please contact us with the details of your request, including the original invoice number. If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, therefore, we strongly recommend that you use a recorded and appropriately insured delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

Whether your order is made via the website or by telephone you are covered under the Distance Selling Regulations laid out by the Office of Fair Trading.

Right To Cancel

If you wish to cancel an order and return the goods you must confirm, in writing, to us within 14 working days from the day after that on which the goods are received.

You must ensure that reasonable care is taken of the goods and that they are returned to us by some form of insured, signed for carrier at your expense. On receipt of the returned items, they will be checked and tested to determine that reasonable care has been taken (ie no torn boxes etc.) and then we shall refund you with the total amount of the original order less the carriage.

Your right to cancel is not extended to goods made to your specifications such as custom made tools, woodburners or adapters.

If returning items please ensure that they are packed in a secure box or bag to avoid a restocking charge (i.e do not just tape up the sales box and put delivery labels on it!)

• Please do not return goods without a copy of the original sales invoice. If you did not buy your Windy Smithy product directly from us, please contact your supplier.
• Goods must be returned in a saleable condition, and we reserve the right to charge a 25% restocking fee.
• Please contact us for a return address

If you require further clarification, please contact us before you place your order.

Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it.

If you find that an item is faulty in manufacture, please let us know as soon as possible and we will send you replacement(s) free of charge.

You have up to 30 days from receipt of the goods to let us know that they are faulty.

Where it is clear that the parts were faulty when you received them we will send replacements or repair the item free of charge as soon as possible. This is in addition to the manufacturer’s guarantee/warranty.

Damage in transit is not the same as faulty goods.

Please contact us first if you receive faulty goods – we will not pay for replacement parts or for repair services arranged without our consent.

If incorrect parts have been sent, please let us know as soon as possible and we will send replacement parts free of charge as soon as we can.

We will usually arrange collection of the incorrect parts at the same time. Sometimes we may ask if you would be willing to send the incorrect parts back to us in which case we would of course refund the cost of sending those parts back to us to you as well.

If something is out of stock, we will let you know as soon as we can. We will usually let you know before you place your order. Often we can arrange to have the missing item sent out as soon as it comes into stock, or you may wish to have the whole order sent a little later but complete. Sometimes we will arrange for substitute items to be sent out – this is always agreed with the customer first.

If you would like to cancel your order because something is out of stock then you can do so.

If goods are lost in transit then please let us know as soon as possible. We will then chase up the delivery and if it cannot be found we will send out replacements free of charge.

We will refund you for cancelled orders within 30 days of the order being cancelled. If the purchase was made by card through our webshop, the refund will be processed automatically through Stripe. If it was made by other means, we will normally refund you by bank transfer.

You can return any goods to us within 14 days of receiving the goods. The only exceptions to this rule is custom made products, specified by yourself. If you cancel the order then it is up to you to return the goods to us – we can usually make some suggestions as to carriers that you might choose to use. While you have the goods and while they are in transit, it is your responsibility to take reasonable care of them. If they arrive back to us damaged then this will have to be taken into account. For this reason we recommend that you make sure that the goods are sufficiently insured for their return journey to us.

To cancel an order, contact us with the details of your request, including the original invoice number(s).

You will need to give us a daytime delivery address, with access for a couriers truck or van, and in most cases the delivery will need to be signed for. We will need a daytime contact number to give to the driver, in case of any difficulty and for text updates from the courier.

The delivery driver will (if possible) deliver to your door. The delivery driver will not help you inside with the goods. If a driver is particularly helpful and you persuade them to help you take goods inside then you do so at your own risk. For example if your floor is damaged, then this is your responsibility, rather than ours or the driver’s.

Redeliveries

If a parcel has to be redelivered because there is nobody to accept the delivery on the arranged date, then a redelivery charge may be due. We will contact you if this is the case.

Late Deliveries

Delays whilst in transit are possible and are out of our control. Please let us know if your order has not arrived and we will chase it up for you. For this reason, we recommend that you ensure that you have all the goods first before booking in installers or builders.

We are not liable for any costs incurred by you, or any loss of earnings. For example, if a delivery is late and you have to rebook an installer, then we are not liable for any extra charges that installer may charge you. Nor are we liable for any loss of earnings as a result of you taking time off work to accept a delivery, even if it is late.

1. Our liability whether in respect of one claim or in the aggregate arising out of any contract shall not exceed the purchase price payable under the contract.
2. Except as specifically provided in these Conditions, no liability is accepted for any direct or indirect costs, damages or expenses relating to damage to property or injury or loss to any person, firm or company or for any loss of profits or production arising out of or occasioned by any defect in or failure of goods or materials or parts thereof supplied by us.
3. We will not be held responsible for unusual wind conditions or turbulence or climatic conditions or geographical conditions which may affect the operation of any chimney and/or appliance. It is for the Buyer to satisfy himself of the suitability of any product intended to be used in any particular location.