TERMS WITH OUR MANUFACTURES  

Eco Renewable Energy Have agreed an local area zone in the North West area that includes a distance that our own engineers are able to travel.  Due to the above, we are unable to complete any sales outside of our area zone. This applies to any appliance sold through our website, Eco Renewable Energy
Here at Eco Renewable Energy we are aware of the whole product journey. Sales and aftersales and to ensure we can offer the aftersales support, we maintain our Sales Area Zone.
We pride ourselves on our exceptional customer service. Our after sales terms offered when you purchase through our websites www.firesandstovesheswall.co.uk  you can be rest assured we will love the product as much as you.
However, to access our after sales service and for us to send out our engineer if your appliance becomes faulty whist under warranty.  Relating to all Products purchased via our website they must have been installed per manufacture guidelines and by a person registered with a relevant competency scheme such as MCS, HETAS, GAS SAFE ETC.

The installation must be signed off the installation and provided a certificate provided.

.[We will request copies of this ahead of sending out our engineers] 

You must also have registered the product purchased from us with the manufacture and the warranty be live.

Ahead of a call out we will request copies of relevant certificate and proof of purchase from Eco Renewable Energy in addition to images of the product and a brief description of the fault from you. With a solid fuel appliance, you must have also burnt the correct fuel as using incorrect fuel can damage your appliance and invalidate your warranty.
It is usual for us to ask you to send the information relating to any problems and images to help is quickly resolve the issue, ie so we can endeavour to hold relevant parts on the van when we arrive on site. 

DELIVERY PROCEDURE
Here at Eco Renewable Energy we always want your shopping experience to be pleasant, easy and fluent.
In order for us to achieve this, we would like to explain the delivery procedure, receiving of goods and our returns policy to you, so that you know precisely what to expect from our delivery service and exactly what to do in the unlikely circumstance where a product may come with a missing part or damaged. Or in the instance where you wish to return a product, our returns policy explained.
Your order - you will have ticked the check list of compliance page ahead of basket.   We then receive your order; our experienced sales and service team will check over all of the details carefully and precisely. At this stage we have an opportunity to answer any queries or special information you have sent through to us, regarding your purchase.
Once we have completed this and full payment has been received we can promptly start to process your order and aim to dispatch your order to you as quickly and as soon as possible.
Providing the goods are in stock, we can usually dispatch within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. Please be reassured that we will despatch your product as soon as possible.
Postcodes included in our designated delivery area zone.
DELIVERY AREA ON MAP
POSTCODES WE DELIVER TO START WITH
 

 
When accepting a delivery, if you do not have time to examine the goods, then you should cross out/write on the consignment / delivery note "Received Damaged" and then sign for the delivery.

This will then give you an extended period of time of up to 48 hours to examine the Goods and report any damage and or missing parts to us.
After this time we cannot accept any claims for damage. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign "Received Damaged". Freight companies will also not accept any claims for damage in instances where goods are signed for as "Unchecked" as this is classed in the same way as signing for the goods as "Received in Good Condition", so please for your own protection do not sign for goods in this way otherwise you will indemnify the Freight company of any liability in respect of any damage claim and will be taking that responsibility on yourself.

RETURNS AND CANCELLATIONS
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC) this means that you have the right as a customer to be protected by a 14 day cooling period after your goods have been delivered and also the right of cancellation between the moment of purchase till 14 working days after your goods have been delivered.

In the unfortunate instance where you do wish to cancel or return your items to Eco Renewable Energy please contact us in writing by post or by email on, under the Distance Selling regulations you have the right to receive a refund within 14 days of return/cancellation.

We normally pay refunds within 7 days of the goods being returned safely. We advise that you must retain all original packaging. The cost of returning the item to us is your responsibility and in some cases a Re-Stocking fee may apply - please note that some manufacturers ask for up to 35% restocking charge.

 The goods must not have been fitted, installed or used in any way and they must be unmarked and free from blemishes of any kind, and you must return them in a new, saleable, somewhat mint, condition.

A deduction can be made if the value of the goods has been reduced as a result of you handling the good more that necessary. All spare parts, made-to-measure fireplaces and special colour orders are non returnable and non refundable due to being a special order.

Collection we also offer you the option of collecting your goods from our easily accessible rear yard at our Heswall Showroom. If you choose to collect your goods we will call you and arrange a convenient time for you to collect your goods, allowing us to be on hand to help when you arrive. Not only will we check your goods over, and keep your goods stored in a safe, well maintained area. We will give you any advise that you need regarding your new purchase,
Once we have completely processed your order we will deliver your goods to the 'Delivery Address' given to us upon completion of the order. We will use a reputable freight company to transport your goods and you will be required to sign for them on receipt.
Once a consignment of goods, which we will have quality checked, leaves our premises it becomes the freight company's responsibility to transport the goods safely to the delivery address. If you have any doubt about the quality of the product or delivery, please sign as 'damaged'

HERE ARE OUR DELIVERY SERVICES, BROKEN DOWN:

STANDARD DELIVERY
Standard Delivery, is FREE of charge with all orders over £500 to the North West of England. It is for smaller goods such as accessories, small electric fires and some electric stoves
Our standard delivery will be a one-man delivery from a nationwide reputable courier company. We usually recommend and advise that you have somebody there to help assist the driver upon delivery. Unfortunately, due to insurance, health and safety reasons the driver is NOT able to move or place the product inside your property, however the driver will do their best to find the best and easiest access point for you.

Upon the delivery you will be asked by the Driver to sign the delivery note. Upon signing this consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in "Good Condition".
We recommend and advise that you unpack and check the goods as soon as you can. In the unusual instance where the delivery driver refuses to wait for you to unpack then please mark the goods as damaged on the delivery note, so you are covered for all eventualities.
If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note and email our customer service team, Eco Renewable Energy or alternatively phone us on 01513426619, quoting your Order Reference and Delivery Note, and we will advise you on whether to accept or reject the goods.
If you are not available upon the day of the delivery the Driver is to do as he feels most reasonable. Usually, this involves leaving a card through your letterbox and leaving the product in the most convenient place (e.g. a neighbours house).
This may also mean that the delivery driver will leave you instructions to arrange a convenient re-delivery.

Standardised Palletised Delivery is FREE of charge with all orders over £ 600 to the North West of England.

Larger goods such as stoves, larger format gas fires and some electric appliances require a palletised delivery due to size and weight
 
With our Standard Delivery of palletised goods there will usually be one delivery driver to move/wheel the pallet (e.g. Stove) upon delivery.

We recommend and advise that you have somebody there to help assist the driver. Unfortunately, due to insurance, health and safety reasons the driver is NOT able to move or place the product inside your property, depending on access he will move/wheel the pallet to the nearest wheel point or garage.

Due to the weight of a palletised delivery (100kg+) the driver will not be able to move it across gravelled or unfinished drives, through narrow openings, or up steps.

We must advise that you check the goods while the driver is still there. The driver is obliged to wait with you up to 15 minutes, (for palletised goods only), whilst you unpack and check the goods. In the unusual instance where the delivery driver refuses to wait then please mark the delivery note as damaged on the delivery note, so you are covered for all eventualities.

If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note and email our customer service team, Eco Renewable Energy or  or alternatively phone us 01513426619, quoting your Order Reference and Delivery Note, and we will advise you on whether to accept or reject the good

If you are unavailable when your palletised goods are delivered on your pre-booked date, then re-delivery charges will apply.