Terms and Conditions
- Delivery
- Collection
- Privacy & Security
- Returns & Replacements
- Ordering
- Installation of Appliances
- Viewing Orders
- Updating Account Information
- Delivery
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Stoves are big and heavy and are delivered on a pallet. They CANNOT BE CARRIED INTO A HOUSE.Delivery is by courier if the order is smaller.The carriers will only deliver the goods to the nearest entrance to your property; they are not allowed to bring goods into a property. This is for legal and safety reasons.Please ensure that there will be someone at the delivery address on the day scheduled for delivery, available to help the driver unload and take the items to the delivery destination. For larger items it may be necessary to have two persons at the delivery address.Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition, and we cannot then accept claims for damage in transit or missing items after 48 hours of receipt. If goods are damaged and have been signed for in good condition we will require photographs of the damage.It is the buyers responsibility to check all goods on delivery for condition and completeness of the shipment. Goods signed for as received in good condition will not be replaced if they are claimed missing or damaged at a later time. Any missing items or damages must be noted on the delivery document before signing.Dispatch for delivery normally takes 1 working day if the items are in stock. Items are in stock unless otherwise stated, however updating the website can take a few days after goods have sold out. Delivery usually takes between 2 and 4 working days within mainland UK. The couriers will contact you within 2 - 3 working days of placing the order to arrange the delivery day: Please check your telephone messages, couriers have a heavy work load and may only call once.Deliveries are charged according to location postcode / area, and may be subsidised in the stove price. Prices are from £40.Destinations outside UK / Ireland, please contact us for a delivery quote.If there is likely to be a problem with access for a 7.5 ton lorry, please leave this information in the comments box at checkout. Examples are: height restrictions, narrow lanes, muddy tracks, long gravel driveways. We may be able to make alternative delivery arrangements if you contact us in advance, there will be an additional fee for this service.If the carriers have arranged the delivery with yourselves, but you are not present to receive the goods at the appointed time, they will charge you for any re-delivery.If you have not informed us of any potential access problems for a 7.5 ton lorry, and the couriers are unable to deliver, then you will be charged for the delivery and the return of the items.If you cancel an order after we have sent it, we will be charged to return it to our warehouse, even if the products have not reached your address. You will be held liable for these charges.The carriers will normally contact you one day before delivering, to arrange a suitable delivery day. Delivery is Monday to Friday between working hours.
- Collection
You may collect your product(s) from our warehouse, by prior arrangement. It is a working warehouse; not a showroom and therefore due to HSE and insurance rules, we cannot allow members of the public to enter the warehouse.
Collections can only be arranged for Monday – Friday, 9am – 4pm
Stoves are large and heavy, and it is your responsibility to make sure the vehicle is capable of taking the load.
We will help you to get the product into your vehicle, but Greymetal, its agents or employees, accept no liability for any damage to the vehicle or purchased products when loading. When collecting you will be asked to provide identification for security reasons, if you cannot provide this you may be refused collection.
- Privacy & Security
- We never release personal details to any outside company for marketing purposes.
When you make a purchase from our website, we collect certain information from you (for example: your name, email address, payment address and details). All such information is held on secure servers. We comply fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential.
We don't take or have access to your payment card information. A reputable third-party banking institution (RBS Worldpay) handles our credit card transactions and order fulfilment. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.
To read more on how your personal data is going to be handled, read our full Privacy Policy incorporated in our Terms and Conditions.
- Returns & Replacements
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Mail order, telephone and internet sales to individuals (not businesses) are covered by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134, which protect you by providing a 14 day 'cooling off' period from the day the product is delivered.You have the option to cancel any order between the time of placing it and 14 days after delivery. Cancellations must be in writing by post or by email to info@greymetal.co.uk quoting the invoice number.You have the right to receive a refund within 30 days of cancellation. We normally pay refunds within 14 days of cancellation or the goods being returned safely (whichever is the latter). The original delivery charge will not be refunded once the item has left our warehouse.You are advised to retain the packaging, you will find it difficult to return the item without appropriate packaging.If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk.The goods must not have been fitted, installed or used in any way and be free from blemishes - only goods returned in a saleable condition will be able to obtain the refund.Returns PolicyWe aim to supply goods in perfect condition. Stoves and fireplaces are both heavy and fragile, and need careful handling until installed. Paintwork in particular is fragile until baked on.We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to the manufacturer's guarantee.We cannot accept return of products which are damaged after you have signed for delivery. Goods signed for as having been delivered in good condition will not be refunded, replaced or repaired. We do not accept responsibility for damaged goods signed for as 'unchecked', If you decide not to check the goods, any damage is your responsiblity.All items, including stoves are subject to a re-stocking fee of 20%. If they are returned in a non-sellable state, then no refund will be given.Un-used flues and chimneys that are no longer required, but are still in the condition that they arrived, can be returned within 30 days of receipt. If the goods are returned after this then we will be unable to provide a refund.When choosing a carrier to return your goods to us, you must make sure that Greymetal are allowed to open and inspect the contents when we receive them. If the carrier will not allow us to open the goods then our warehouse will refuse delivery and the goods will be returned to you on your carrier. This could incur further costs to you. Items returned must be sent by recorded delivery.
- Ordering
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When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. Contact us if you do not receive this email.VAT receipts are attached to the package before delivery. They have been known to become unattached, in which case please contact us for a copy.
- Installation of Appliances
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It is your responsibility to choose a product appropriate to your needs and local building regulations. Contact us if you have any doubt about the required parts, particularly chimney parts.Once we have delivered your product, you are responsible for correct storage and installation.Installation should either be carried out and certified by a qualified HETAS engineer, or should be checked by a building control officer. Unless this is done, the warranty is void.Do not book an installer until you are in receipt of the goods. You must check that all goods are complete, correct and in useable condition after they have arrived before booking the installation.We will not be held liable for any costs incurred by you or any loss of earnings. If a delivery is delayed in any way, or goods are not in a usable condition; or if you have to re-book an installer fro any other reason, then we are not liable for any extra charges that the installer may charge you. We are also not liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed. Do not expect a delivery until you have had a phone call from the couriers.
