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Terms and Conditions

1.         Using our website

1.01     Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use.

1.02     The website Fireside Store ( is owned and operate by Ivett & Reed Ltd, also referred to in these terms as ‘us’, ‘we’, ‘our’ or ‘the seller’.

1.03     The terms ‘you’, ‘the customer’ or ‘the buyer’ refers to the user or viewer of our website.

1.04     Together with our privacy policy and copyright notice, these terms and conditions govern Ivett & Reed Ltd’s relationship with you in relation to this website.

1.05     If you disagree with any part of these terms and conditions, please do not use our website.

1.06     Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

1.07     Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

1.08     This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

1.09     Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

1.10     Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

1.11     From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

1.12     We reserve the right to decline a new customer registration to our website or to terminate an existing registration at any time and without notice.

1.13     These terms and conditions do not affect the statutory rights of the buyer.


2.         About us

2.01     This website is owned by Ivett & Reed Ltd, whose registered office is at 615 Newmarket Road, Cambridge, CB5 8PA.

2.02     Our company registration number is 11367359 in England.

2.03     Our VAT number is 302 2461 57.

2.04     Our telephone number is 01223 213500. You may call us any time between 8.30am and 5pm, Monday to Saturday (closed Sundays and Bank Holidays).

2.05     Our fax number is 01223 249150.

2.06     Our email address is


3.         Website content and characteristics of goods

3.01     The content of the pages of this website is for your general information and use only. It is subject to change without notice.

3.02     The characteristics of the products or materials being offered are described on individual product pages on our website through the use of images and text.

3.03     Images are for illustrative purposes only.

3.04     Some accessories, options or materials shown in product images may need to be ordered as an optional extra, or a bespoke product, or may not be available to buy at all.

3.05     Every effort has been made to accurately depict colour and other product and material characteristics shown in images. However due to the settings of individual computer monitors and other display devices, we cannot guarantee that images displayed to the buyer will accurately reflect the colour and other characteristics of the product or material being depicted.

3.06     We take every reasonable effort to ensure that any text describing products, materials, dimensions, finishes, technical details etc. is accurate. However we cannot guarantee that the information appearing on our website is correct at the exact time that an order is placed.

3.07     Most manufacturers operate a policy of continuous product development and improvement. Therefore, occasionally product specifications can change without notice and the supplied goods may vary slightly in appearances and characteristics from those depicted and described on our website.

3.08     We cannot be held liable for any loss, increased costs or other expenses incurred by the buyer where any variations of product specification or appearance due to the reasons detailed above were not reasonably foreseeable at the time a contract was made legally binding.


4.         Price of goods

4.01     All prices displayed on our website include VAT at the current relevant rate unless clearly stated otherwise.

4.02     All prices displayed on our website are in £ sterling.

4.03     All prices displayed on our website exclude the cost of delivery unless clearly stated otherwise.

4.04     Delivery costs and options vary for different products and order quantities, and are detailed clearly and in full during the ordering process, before the buyer commits to the order.

4.05     Prices are subject to change at any time without notice, as manufacturers’ price increases are beyond our control.

4.06     In the event of a price increase, or where a pricing error has been identified on our website, we are entitled to adjust the price of the goods after the buyer places an order, but before we accept it. We will inform the buyer of the new price and offer the opportunity to the buyer to reconfirm at the correct price, or to cancel the order.

4.07     Prices quoted on our website apply to orders placed online only. These products may be sold in our retail showroom at a different price.


5.         Distance contracts

5.01     The terms and conditions from this point onwards apply to any sale made by us to any buyer where the contract is concluded without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded.

5.02     In accordance with the Consumer Contracts Regulations 2013, this is known as a distance contract.

5.03     This includes orders placed directly over the internet through our website and orders placed by telephone, email or fax.

5.04     By placing an order with Ivett & Reed Ltd by any of the distance means detailed above, the buyer agrees to be bound by the remainder of these terms and conditions.

5.05     In accordance with the Consumer Contracts Regulations 2013, these terms and conditions do not normally apply where face-to-face contact has already taken place between the buyer and the seller, even if the subsequent order is placed by distance means. For example where the buyer has visited our premises to examine goods or materials, or where we have visited a buyer’s property to provide a quotation, even if the order is subsequently placed by internet, telephone, email or fax, this does not normally constitute a ‘distance contract’.

5.06     Subsequently, any customer placing an order not considered to be a distance contract will be asked to agree to a different set of terms and conditions.


6.         Online ordering procedure

6.01     All stages of the process to place an order and subsequently form a contract are conducted in English language only.

6.02     The customer can select a product from a list of options. Products can be configured to requirement (where options are available), then added to the basket. When all required items have been added to the basket, click the “Checkout” button.

6.03     The customer will be asked to enter all required contact and billing information and to choose delivery options (where available).

6.04     The customer will be asked to agree to these terms and conditions.

6.05     The customer will be given an opportunity to review their order before submitting it.

6.06     After submitting the order, the customer will be taken to the Sage Pay payment gateway to enter payment details (see section 7 – Payment).


7.         Payment

7.01     Payment is required in full in advance in order to place an order through our website.

7.02     We accept payment by all major debit cards and credit cards. We do not accept American Express.

7.03     Payment can be made via our secure payment provider Sage Pay. Alternatively, we can accept credit card payments over the telephone.

7.04     The acceptance of payment by the seller does not indicate an acceptance of the offer to buy the goods. The contract only becomes legally binding at the point it is formed, which is when an order confirmation is sent by the seller.

7.05     Where a delivery option is available and selected by the buyer, please note that as an anti-fraud measure our policy is to only deliver to the cardholder’s billing address.


8.         Carrying out the contract

8.01     Our lead times from order to delivery vary according to the product(s) ordered.

8.02     For products available from stock, we aim to deliver within 3-5 working days of the confirmation of order.

8.03     For products not held in stock, we aim to deliver within 10-15 working days of the confirmation of order. The additional time is required to source the product from the manufacturer.

8.04     Should all or part of an order be on an extended lead time for any reason, we will notify the customer at the earliest opportunity and will ask the customer to agree to a different lead time before the contract is formed.

8.05     After the contract is formed, should it become apparent during the course of the agreed contract period that we will be unable to carry out the contract by the agreed lead time, we will notify the customer prior to the expiry of this deadline and will suggest a revised date.

8.06     Should the customer not agree to an extended or revised lead time in accordance with the previous points, they will have the opportunity to cancel the order (see 12. Cancellation rights).

8.07     The customer will not be able to cancel an order, and will not be entitled to a refund of any money paid, if the product is bespoke, or contains bespoke elements. This will be made clear at the point of order.

8.08     We keep a copy of the contract and it is accessible to us before, during and after the contract is carried out.

8.09     It is our responsibility to supply you with the goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.


9.       Deliveries

9.01   Our delivery pricing structure is as follows:


Accessories and small items up to total 25kg in weight will be priced as a parcel delivery. Parcels can be sent to any UK address.

Weight Cost
0-5 kg £15.00
5-10 kg £20.00
10-15 kg £25.00
15-20 kg £30.00
20-25 kg £40.00


Fires, stoves and other heavy items over 25kg in weight. Maximum 1,000kg per pallet.

Delivery Postcode Cost

9.02   We do not offer a delivery service for fires and stoves outside our serviceable area, which we define as the postcode areas listed above.

9.03   Deliveries of fires and stoves are made by pallet courier with tail lift.

9.04   Deliveries will be carried out on a mutually agreed date. We will call the customer to book in the delivery.

9.05   The earliest delivery date we will offer will be a minimum of 3 working days from confirmation of order (for stock products) or 3 working days after the product has arrived with us (for products which need to be ordered in).

9.06   Delivery could be made at any time between 9am and 4pm on the agreed date.

9.07   Timed deliveries (before 10am, before 12pm) and Saturday deliveries may be available at additional cost. Please call us for details.

9.08   The pallet courier is only obliged to deliver to kerbside, within 3 metres of the rear of the vehicle. Any further movement of the pallet is down to the discretion of the individual driver, which cannot be guaranteed. They will be not be able to move the pallet over uneven ground or gravel driveways.

9.09   It is the customer’s responsibility to ensure that they, or another authorised individual, is present at the delivery address to sign for the delivery.

9.10   A redelivery charge will be made if nobody is present to sign for the delivery, or if the courier is unable to deliver due to other circumstances beyond our control, but known to the customer (for example, limited access to the property).

9.11   At our own discretion, we may carry out some local deliveries of fires and stoves using our own vehicles. This will be for the same price as if the delivery was being made by pallet courier, as detailed above.

9.12   Stone fireplaces, timber mantels, stone hearths and other bespoke or fragile products cannot be transported by pallet courier, so will be subject to a different delivery price structure. Please ask us for a delivery quotation.


10.         Collections

10.01     Goods ordered for collection can be collected from our Cambridge premises between 9am and 4.30pm, Monday to Friday.

10.02     A Saturday morning collection service may also be available by prior arrangement only.

10.03     Buyers are asked not to travel to collect a product until we have advised that the order is complete and in stock.

10.04     We urge collection customers to double-check the dimensions and weight of the item they are collecting. Please bear in mind that a packaged fire or stove is larger than the dimensions given in the brochure as the product is usually palletised.

10.05     We strongly recommend that stoves are always transported standing upright on their pallet to avoid damage in transit.

10.06     Customers will be asked to sign a collection note to agree that the goods have been supplied in good condition and that the order is complete, or where a part order is being collected, which specific parts have been collected at that point.


11.       Damage in transit

11.01   Any damage to the goods must be reported to us as soon as possible, and no later than 3 working days after the goods have been received.

11.02   Claims for damage must be reported to us in writing. This can be by letter, fax or email. Any supporting evidence (e.g. photos of the damage) will help us process the claim more efficiently.

11.03   We regret that, due to the strict timescales imposed by our couriers, we are unable to accept any claims for damage after the end of the 3rd working day after the delivery took place (the delivery day being day zero). For example, if the goods are delivered on a Friday, we must be contacted in writing by the end of the working day on the following Wednesday.


12.       Cancellation rights

12.01   In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel their contract within 14 days of receiving the goods without giving any reason.

12.02   The cancellation period will expire after 14 days from the day on which the customer acquires, or a third party other than the carrier and indicated by the customer acquires, physical possession of the goods.

12.03   To exercise the right to cancel, the customer must inform us of their decision to cancel the contract by a clear statement (e.g. a letter sent by post, fax or e-mail) sent to any of our contact points mentioned in section 2. They may also use our cancellation form, which can be downloaded from our website, but this is not obligatory.

12.04   To meet the cancellation deadline, it is sufficient for customers to send their communication concerning their exercise of the right to cancel before the cancellation period has expired.

12.05   If a customer cancels their contract, we will reimburse to them all payments received, including the costs of delivery (except for the supplementary costs arising if they chose a type of delivery other than the least expensive type of standard delivery offered by us).

12.06   We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by the customer.

12.07   We will make the reimbursement without undue delay, and not later than- (a) 14 days after the day we receive back from the customer any goods supplied, or (b) (if earlier) 14 days after the day the customer provides evidence that they have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about the customer's decision to cancel the contract.

12.08   We will make the reimbursement using the same means of payment as used for the initial transaction, unless the customer expressly agrees otherwise; in any event, the customer will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or the customer has supplied evidence of having sent back the goods, whichever is the earliest.

12.09   If the customer has received the goods in connection with the contract, they shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which they communicate the cancellation from this contract to us. The deadline is met if the customer sends back the goods before the period of 14 days has expired.

12.10   The customer will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately £60.

12.11   The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.


13.       Returns

13.01   The customer should bear in mind that they are under a statutory duty to take reasonable care of the goods and to ensure that the goods are not damaged in transit.

13.02   We suggest that original packaging is retained and used, as it will be difficult to return the product in good condition without it.

13.03   The goods remain in the possession of the customer until they are received by us in good condition.

13.04   We strongly recommend that, if using a courier to return goods, a tracked and insured service is used.

13.05   Should a customer wish to return a product after the 14 working day cancellation period, for any reason other than the product being faulty, a restocking fee will be charged. This fee varies between different products.


14.       Special conditions of sale for fireplaces, fires, stoves, flues etc.

14.01   All wood burning and multi-fuel appliances and flue systems must be installed by a HETAS registered engineer, or the installation must be overseen by local authority building control.

14.02   All gas appliances and flue systems must be installed by a Gas Safe Registered engineer.

14.03   Any electrical work required to install any appliances or components should be carried out by a suitably qualified electrician.

14.04   All wood burning, multi-fuel and gas appliances, fireplaces and flues must be installed in accordance with Document J of the Building Regulations.

14.05   The buyer is responsible for selecting a product suitable for their flue, hearth, fireplace and property. If in any doubt, the buyer should ask a HETAS or Gas Safe Registered engineer to assist in specifying the product.

14.06   Any advice or assistance given by us, through either electronic means (e.g. information on our website or on suppliers’ websites, or email correspondence) or over the telephone, will be for guidance only, as it is not possible to fully specify a stove, fire, fireplace or flue system without first carrying out a site visit.

14.07   We cannot be held liable for any loss, damage, increased costs or other expenses incurred by the buyer where they have purchased goods which are not suitable for their flue, hearth, fireplace or property in any way.

14.08   We may at our discretion open or remove product packaging prior to supplying the goods to the customer in order to inspect and assess the goods for any damage in transit which may have occurred.

14.09   The disturbance or removal of any packaging is part of a reasonable procedure to supply the product to the customer in good condition. It does not diminish the value or quality of the goods in any way and does not give the buyer any grounds for complaint or any basis to reject the goods.


15.       Product guarantees

15.01   Stoves, fires and flue systems are supplied with a manufacturer’s guarantee of a minimum of 12 months. Some manufacturers provide a longer guarantee.

15.02   Details of the product’s guarantee will be detailed in the instructions supplied with the appliance but can also be supplied in advance on request, and may be listed in the product description or specification.

15.03   Guarantees for wood burning and multi-fuel appliances specifically exclude ‘wear and tear’ parts such as glass, firebricks, grate parts, baffles, rope seals, dampers, log retainers and baffles.

15.04   Guarantees for gas appliances specifically exclude ‘wear and tear’ parts such as thermocouples, oxypilot, glass and ceramic fuel effects.

15.05   Guarantees are subject to the correct installation of the appliance by a HETAS or Gas Safe Registered engineer as appropriate.

15.06   Guarantees of longer than 1 year are normally subject to the appliance being serviced 12 months after installation, and annually thereafter.

15.07   The burning of unauthorised fuels in a wood burning or multi-fuel appliance, such as bituminous coals, petro-cokes or other petroleum-based fuels, unseasoned logs, treated or painted timber, pallet wood or manufactured boards, will invalidate the product’s warranty.

15.08   Where a customer wishes to make a claim against a product guarantee, they must contact us in writing (email or post), detailing the fault with the appliance, supported by photographic evidence where possible.

15.09   Where a valid claim is made against a product guarantee, the guarantee covers the cost of the parts only and does not cover repair, installation or any other labour costs.

15.10   We cannot be held liable for any loss, damage, increased costs or other expenses incurred by the buyer where a product is supplied with, or develops, a fault which is subsequently covered by a valid claim against the manufacturer’s guarantee.