Terms and Conditions

In these Terms:

Goods means fireplaces, stoves, accessories and any other products supplied by us.

Website means www.halcyonfireplaces.co.uk and its associated pages.

Carrier means any courier, pallet network or delivery company used by us.

Consumer means an individual purchasing goods mainly for personal use outside their trade, business or profession.

Placing an order constitutes an offer to purchase goods from Halcyon Fireplaces. All orders remain subject to acceptance, payment authorisation and product availability.

Unless we tell you otherwise, a contract is formed when we accept your order and confirm that the goods have entered dispatch.

We may refuse or cancel an order before dispatch where:

• The goods are unavailable.
• A genuine pricing or website error has occurred.
• Fraud or unauthorised payment is suspected.
• We cannot reasonably fulfil the order.

If payment has already been taken for an order that we cancel, the amount paid will be refunded.

Prices shown on the website include UK VAT unless clearly stated otherwise. Delivery charges are shown separately before the order is completed.

Payments are processed through approved third-party payment providers. We do not guarantee that every payment method will be available for every order.

If a genuine pricing error is identified before dispatch, we may contact you to offer the goods at the correct price or cancel the order and issue a refund.

We normally begin processing approved refunds promptly. The time taken for funds to appear can depend on your bank or payment provider.

We make reasonable efforts to ensure that product descriptions, specifications, measurements, photographs and pricing are accurate.

Product images are illustrative. Colours, finishes, textures and details may appear differently depending on lighting, screen settings or manufacturing variations.

Manufacturers may update product specifications, materials or packaging. Where a material change becomes known before dispatch, we will take reasonable steps to notify you.

Customers and installers should check all relevant technical information and dimensions before installation work begins.

Full information is available on our Delivery Information page .

Most fireplaces are delivered securely on a pallet using a kerbside delivery service. Delivery drivers cannot move fireplaces inside your home or property.

You are responsible for ensuring suitable vehicle access and arranging sufficient assistance to move heavy goods safely after delivery.

Delivery dates and times are estimates unless expressly agreed in writing.

Additional charges may apply where delivery cannot be completed because nobody is available, the address is incorrect or access restrictions were not disclosed.

Responsibility for the goods passes to you once they have been delivered to you or to a person identified by you to receive them, subject to your statutory rights.

Please inspect the goods as soon as reasonably possible after delivery.

Contact us promptly if an order appears damaged, faulty, incomplete or incorrect. Providing photographs of the goods and packaging may help us investigate and resolve the matter more quickly.

A delay in notifying us does not automatically remove any statutory rights you may have.

Consumers who purchase online, by telephone or through another qualifying distance-selling method generally have the right to cancel within 14 days after receiving the goods.

To exercise this right, you must clearly tell us that you wish to cancel before the cancellation period expires.

Following cancellation, the goods must be returned or made available for an agreed collection without unnecessary delay and normally no later than 14 days after you notified us.

You may inspect the goods in a similar way to how you could inspect them in a physical showroom. We may make a reasonable deduction where handling beyond what was necessary has reduced their value.

Unless the goods are faulty or we agree otherwise, you may be responsible for the direct cost of returning them where this was explained before purchase.

Further information is available in our Returns and Refunds Policy .

Our Returns and Refunds Policy forms part of these Terms.

Returned goods should normally be unused, uninstalled, complete and suitably packaged unless the goods are faulty, damaged, incorrectly supplied or not as described.

A handling or restocking charge of up to 20% may apply only to discretionary returns accepted outside your statutory rights. It will not be used to reduce rights or remedies you are legally entitled to.

Any agreed collection costs, deductions or discretionary restocking charges will be explained before the return is authorised.

Refunds will normally be issued to the original payment method unless another method is agreed.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015.

Where goods are faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, available remedies may include:

• Repair.
• Replacement.
• Collection.
• Refund.
• Price reduction.

We may request photographs, serial numbers or other reasonable information to help investigate the issue.

Fireplaces, stoves, gas appliances, flue systems and associated products must be installed and used in accordance with the manufacturer’s instructions and applicable legal and safety requirements.

Installation should be carried out by a suitably qualified and competent professional. This may include a HETAS-registered installer for solid-fuel appliances or a Gas Safe registered engineer for gas appliances, where applicable.

We are not responsible for installation work carried out by an independent installer unless we have expressly contracted to provide that installation.

Advice provided before purchase is general product guidance and does not replace an on-site assessment by a competent installer.

Warranty periods and conditions vary by product. Details may be shown on the product page, supplied documentation or our Warranty page .

Manufacturer warranties may require correct installation, registration, servicing, maintenance and use in accordance with the manufacturer’s instructions.

A manufacturer’s warranty is additional to, and does not replace, your statutory consumer rights.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of statutory consumer rights.
• Any liability that cannot legally be excluded.

Subject to the above, we will not be responsible for losses that were not reasonably foreseeable when the contract was formed.

If you purchase goods for business use, we will not be responsible for loss of profit, revenue, business, contracts, anticipated savings or goodwill, except where liability cannot legally be excluded.

Website content, including text, graphics, photographs, branding, logos, product descriptions and design elements, belongs to Halcyon Fireplaces, its licensors or the relevant rights holders.

Content may be viewed for personal and lawful use. It may not be copied, republished, reproduced, commercially exploited or distributed without the appropriate written permission.

Where customer accounts are available, you are responsible for keeping your login details confidential and for activity carried out using your account.

Please contact us promptly if you believe your account has been accessed without permission.

We may suspend or close accounts where fraud, abuse, unlawful activity or misuse is reasonably suspected.

Please contact us if you have a complaint. We aim to handle complaints fairly, promptly and professionally.

Email: [email protected]

Telephone: 01992 934037

Nothing in these Terms and Conditions affects your statutory rights.

Consumers continue to benefit from the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable consumer-protection legislation.

These Terms and Conditions are governed by the laws of England and Wales.

If you are a consumer resident in England or Wales, the courts of England and Wales will have jurisdiction.

If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from mandatory local legal protections and may be entitled to bring proceedings in your local courts.