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Terms and Conditions

1. About Us

The website www.electric-fireplace.co.uk is owned and operated by

Bioethanol-fireplace Ltd.
Greenwich Business Park, Unit 7
53 Norman Road
SE10 9QF

Email: info@electric-fireplace.co.uk
Phone: +44 1224011575

Company number: 13327647

If you need to contact us, please use the details above.

2. Amendments to Terms and conditions

2.1 We reserve the right to amend the website, its content or these terms and conditions at any time.

3. The contract and Description/Specification of Goods

3.1 When you have placed an order with us or you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

3.2 Once we have reviewed your order, we will e-mail you again with an order confirmation which indicates our acceptance of the offer, meaning a contract has been made between us.

3.3 In the unlikely event, that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. In that case, you will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

3.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website, and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly upon delivery.

3.5 We have made every effort, to display as accurately as possible, the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

3.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

3.7 This contract is covered by English law.

4. Orders and payment

4.1 You can use our website to place an order, by selecting the product you wish to buy, and adding it to your basket. Items you do not require, can be removed from your basket at any time. If you prefer to order by telephone you can do so, by calling +44 1224011575.

4.2 Delivery charges will be shown prior to you placing your order.

4.3 You will be required to pay for the goods in full, at the time of ordering.

4.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, MasterCard, PayPal, VPay, Maestro, JCB and Bank Transfer.

4.5 Promotional prices only apply during the period stated.

4.6 All prices quoted on our website are in UK pounds and include Value Added Tax (VAT) at the current rate.

4.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

4.8 Once your order is complete, we will notify you of the dispatch date.

Text and prices are subject to typo mistakes on Bioethanol-Fireplace.co.uk

5. Delivery and Transport Charges

5.1 Goods will usually be dispatched from our warehouse within 1-2 working days. Any estimated dispatch date is an estimate, which can change without notice. Your payment will not be charged until the goods are shipped from our warehouse.

5.2 We will usually deliver goods within 5 working days of dispatch.

5.3 Your order may arrive over more than one delivery.

5.4 We can deliver our goods anywhere in mainland Great Britain and Republic of Ireland. Unfortunately, we do not deliver to any islands or the Highlands/Islands of Scotland, however we are able to deliver to a mainland courier company on your behalf for onwards shipping.

5.5 We will deliver the goods to the premises you specify in your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday. We will not accept responsibility for loss or damage, if you instruct the delivery company to leave the goods unattended.

5.6 Most of our products are relatively heavy items, and you may be required to assist the driver in unloading your order.

5.7 Disposal of packing materials is your responsibility.

5.8 If there is no one to accept the order on the scheduled delivery date, the goods may be returned to our warehouse, and we reserve the right to charge you an addictional re-delivery charge.

5.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers, for redirecting your delivery, to you.

5.10 Please check the goods upon delivery - any goods found to be missing or damaged, should be notified to the delivery driver at the time of delivery or to us within 48 hours of reciept.

5.11 If the goods are lost or damaged in transit, please let us know promptly.

5.12 Deliveries are made to a ground floor entrance only, and on the condition that there is reasonable access, for safe and prompt delivery of the goods. You should notify us about any special delivery requirements or conditions, when you place your order.

5.13 Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will do our best to put things right, as soon as possible. However, we can’t be responsible whether this causes a delay or failure in delivering your goods.

5.14 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

5.15 Free delivery is available on orders, where the total cost is more than £100. Additional charges may apply if you mix from a number of different ranges as these may have to be treated as individual orders.

6. Cancellation and returns

6.1 You can cancel your contract at any time, up to 14 days after the day of delivery. To do this, please e-mail, phone, write to us or use our return formular.

6.2 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

6.3 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging, to us, at your own expense. We recommend that you contact us via this form, to get the cheapest return. You must ensure that the goods are packaged adequately to protect against damage.

You are liable for any deterioration in the value of the goods caused by handling other than that necessary to determine the material, characteristics and functioning of the goods.

In other words, you can try the product in the same way as if you tried it in a physical shop, but you must not put it into actual use by, for example, adding bioethanol to a bio-fireplace or water to a water vapour fireplace. If the item has seen use beyond what is described above, we will treat it as used, which means that if you cancel your purchase, you will only get part or none of the purchase price back, depending on the commercial value of the item, and in some cases this may mean that you can only get the freight costs back.

6.4 Goods to be returned with Palletforce must be packed on a pallet and placed kerbside for collection.

6.5 You may properly examine the goods for 14 days, as you would do, had you visited our showroom. However, you may not return any goods that have been installed, unless they are faulty.

6.6 We will refund all money paid to us by you, including any postage/carriage within 30 days, less any costs due under this contract.

6.7 Business customers, or customers exempt from the distance selling regulations, may not cancel an order without our mutual agreement.

This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.

7. Faulty Goods / Guarantee

7.1 If there is a problem with the goods, please notify us by email or in writing, providing details of the issue. It's helpful, if you can provide us with a digital photograph of the problem, as this can often save you having to return the goods for inspection. We will deal with the matter, in accordance with your legal rights.

7.2 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.

7.3 The manufacturer’s warranty is provided, in addition to the rights, that the law provides you as a consumer and accordingly, your statutory rights are not affected.

7.4 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.

The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

7.5 Biofireplaces should be cleaned in accordance with our care and maintenance instructions.

7.6 If an item is no longer available, we will offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

7.7 Where we replace faulty goods, you are responsible for their disposal, if they have not previously been returned to us.

7.8 We are unable to guarantee an exact colour match, due to the nature of the product.

7.9 All products are manufactured within tolerances of +/- 1.5mm.

7.10 The warranty is based on Danish law, which states that all products have a 1-year warranty and a 2-year extended complaint period, in case of malfunction during this period. However, as mentioned in 7.3, this does not affect your statutory rights.

8. Lowest Price Guarantee

8.1 We will match the price of any UK based competitor within 7 days after purchase, on a "like for like” basis (your total quotation price) taking all charges into account and available for dispatch/delivery on the same terms as ours. What we do at bioethanol-fireplace.co.uk is to offer a price guarantee, meaning that if you find our products at a cheaper price at another shop, we will match their price. That way, you are always ensured a modern fireplace at a low cost.

8.2 This offer applies to all bioethanol fireplace, gas fireplaces, electric fireplaces and decoration accessories. To make a price match claim, please forward us a detailed quotation from our competitor by email to info@bioethanol-fireplace.co.uk.

9. Liability

9.1 Products sold on this website have been designed to comply with all relevant legislation in UK, Germany, Denmark, Spain, Sweden and Norway. We cannot warrant or represent that they comply with any legal requirement outside the United Kingdom, Germany, Denmark, Spain, Sweden and Norway.

9.2 We do not accept liability for any consequential loss of profit or indirect losses. You should therefore not book installation of the goods until you have received them and inspected them.

10. Trade or Business Customers

The following conditions apply to orders placed by Trade or Business Customers.

10.1 Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by a Director of our company. We reserve the right to make cancellation and/or re-stocking charges.

10.2 Claims for missing or damaged items must be made within 2 days of delivery.

11. Privacy policy

We respect your privacy!

We have created this privacy statement, in order to demonstrate our firm commitment to your privacy. The following discloses our information gathering and dissemination practices for this web site.

We use your IP address to help diagnose problems with our server, and to administer our website. Your IP address is used to help identify you and to gather broad demographic information.

Our site uses cookies to keep track of your shopping cart. We use cookies to identify you, so we can retrieve your information, so you don't have to re-enter it each time you visit our site.

This site may contain links to other sites. We are not responsible for the privacy practices or the content of such web sites.

Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information and unique identifiers. Contact information from the order form is used to send orders and information about our company to our customers. The customer's contact information is also used to get in touch with the visitor when necessary. Users may opt-out of receiving future mailings. Unique identifiers are collected from Web site visitors to verify the user's identity and use as account numbers in our record system.

By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.


This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information, like credit card numbers, or personal information, like social security numbers, on this site.


This site gives users the following options for changing and modifying information previously provided.


This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages.

You can send email to us by visiting the Contact Page.