terms and conditions

Website Information

All dimensions given on the website are approximate. As all stove and flue manufacturers reserve the right to change their product
specification without prior notice, Hot Box Stoves Ltd cannot be held responsible for any inaccuracies on our website, Information
contained on our site is updated and monitored on a regular basis.
We have tried to keep our terms and conditions as easy to understand as possible without recourse to legalese jargon. There
are two main sections, the first section has information about of terms and conditions of sale, the second section has terms and
conditions for the use of our websites. If you cannot understand anything here or feel it is unclear then please do contact us. “Us”;
and “We”; means Hot Box Stoves Ltd and any website owned by Hot Box Stoves Ltd. “You” means the viewer of one of our websites
and/or a customer of Hot Box Stoves Ltd (a customer is is someone who has placed an order with us directly or through a website
owned by us). Where Hot Box Stoves Ltd own a website this will be clearly visible on the about us page of the website. Contacting us
means emailing us, phoning us, or writing us a letter to the address below. We generally prefer email as it is fast and we then have a
clear record of the communication. Here we give you information about cancelling an order, faulty goods, damages, incorrect parts being sent out, items not in stock, items lost in transit, refunds, restocking charges (there are none), how to pay for your order,delivery of your order, and discuss the fact that information on our website may not be correct (although we obviously try to keep it up to date).

Hot Box Stoves Ltd contact information:
Website: www.hotboxstoves.co.uk
Email: info@hotboxstoves.co.uk
Telephone : 01904 289202
Warehouse Address : Hot Box Stoves Limited, Sutton Road,
Wigginton, York YO32 2RB

When you order with us you agree to our
terms and conditions
When you place an order with us you are agreeing to our terms and
conditions which are detailed below.

Faulty/defective goods
If something faulty has been sent to you please let us know as soon
as possible and we will send you replacement(s) free of charge.
You have up to 6 months from receipt of the goods to let us know
that they are faulty. Where it is clear that the parts were faulty when
you received them we will send replacements or repair the item free
of charge as soon as possible.
This is in addition to the manufacturer’s guarantee/warranty.
Damage in transit is not the same as faulty goods.
Please contact us first if you receive faulty goods – we will not pay
for replacement parts or repair services arranged without our

Damage in transit to you
When you receive your order it is necessary that you check the
goods when they arrive. Once they have been unloaded, remove
sufficient packaging to allow you to check the goods thoroughly
before you sign for them. If you find any damage please sign for it
as 'damaged'. If you are not given sufficient time to make that check
then refuse the delivery. Signing it “unchecked” is not sufficient. If
anything is damaged please let us know as soon as possible.
You have up to 3 days from receiving the order to let us know if
something was damaged. Within that 3 day period we will replace or
repair free of charge any items that were damaged as long as they
were signed for as “damaged”.

Please contact us first if you receive damaged goods – we will not
pay for replacement parts or repair services arranged without our

Incorrect parts sent or specified
If incorrect parts have been sent then please let us know as soon as
possible and we will send replacement parts free of charge as soon
as possible. We will usually arrange collection of the incorrect parts
at the same time. Sometimes we may ask if you would be willing to
send the incorrect parts back to us in which case we would of
course refund the cost of sending those parts back to us to you as
well. Please let us know within 3 days of receiving the parts.

Extra flue parts sent out
When you are installing a flue system it is not always as it seemed
on paper, it can be really useful to have a few extra parts to hand,
some odd lengths, a couple of bends, etc. For this reason we will
often include extra flue parts in your order which you may end up
needing. We will only do this after discussing it with you – we won’t
just send you lot’s of extra parts without you asking for them. You
will end up having to return the unused parts to us – often this is
better than not having the right part to hand on the day you are
installing. You pay for and arrange the delivery of these extra items
back to us. It is up to you to ensure that the items are looked after,
well packaged, and sufficiently insured during transit to us. If items
come to us damaged (this does happen) then this will be taken into
account. You have up to 8 weeks to return parts to us. Any parts
returned to us will be subject to a 15% re stocking charge which will
deducted from any amount refundable.

Out of stock items
If something is out of stock then we will let you know as soon as we
can. Often we can arrange to have the missing item sent out as
soon as it comes into stock, or you may wish to have the whole
order sent a little later but complete. We can also sometimes
arrange for substitute items to be sent out as long as you agree to
If you would like to cancel your order because something is out of
stock, then you can do so.

Lost in transit
If goods are lost in transit then please let us know as soon as
possible, We will then chase up the delivery and if it cannot be
found we will send out replacements free of charge. If the goods

have been lost in transit then you can of course cancel the order if
you so wish.

We will refund you for cancelled orders within 30 days of the order
being cancelled. We may refund straight back to the credit/debit
card that was used to pay for the order or by cheque sent by first
class post. We cannot return deposits on non-stock items which
have been ordered in especially for you.

Cancellation Details 
You have 14 days from receipt of the goods or conclusion of a
contract for services to change your mind (except if you have
ordered bespoke or customised goods). You will have to bear the
direct cost of returning the goods. You do not have to give a reason.
Effects of cancellation:
If you cancel this contract, we will reimburse to you all payments
received from you, including the costs of delivery (except for the
supplementary costs arising if you chose a type of delivery other
than the least expensive type of standard delivery offered by us).
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 you.
We will make the reimbursement without undue delay, and not later
(a) 14 days from the day you return any goods supplied, or provide
evidence that you have returned them, or
(b) if there were no goods supplied,14 days from the day on which
we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment
as you used for the initial transaction, unless you have expressly
agreed otherwise; in any event, you will not incur any fees as a
result of the reimbursement.
The Consumer Contracts (Information, Cancellation and Additional
Charges) Regulations 2013
Information relating to distance and off-premises contracts
(a) the main characteristics of the goods or services, to the extent
appropriate to the medium of communication and to the goods or
(b) the identity of the trader (such as the trader’s trading name);
(c) the geographical address at which the trader is established and,
where available, the trader’s telephone number, fax number and e-
mail address, to enable the consumer to contact the trader quickly
and communicate efficiently;
(d) where the trader is acting on behalf of another trader, the
geographical address and identity of that other trader;

(e) if different from the address provided in accordance with
paragraph (c), the geographical address of the place of business of
the trader, and, where the trader acts on behalf of another trader,
the geographical address of the place of business of that other
trader, where the consumer can address any complaints;
(f) the total price of the goods or services inclusive of taxes, or
where the nature of the goods or services is such that the price
cannot reasonably be calculated in advance, the manner in which
the price is to be calculated,
(g) where applicable, all additional delivery charges and any other
costs or, where those charges cannot reasonably be calculated in
advance, the fact that such additional charges may be payable;
(h) in the case of a contract of indeterminate duration or a contract
containing a subscription, the total costs per billing period or (where
such contracts are charged at a fixed rate) the total monthly costs;
(i) the cost of using the means of distance communication for the
conclusion of the contract where that cost is calculated other than at
the basic rate;
(j) the arrangements for payment, delivery, performance, and the
time by which the trader undertakes to deliver the goods or to
perform the services;
(k) where applicable, the trader’s complaint handling policy;
(l) where a right to cancel exists, the conditions, time limit and
procedures for exercising that right in accordance with regulations
27 to 38;
(m) where applicable, that the consumer will have to bear the cost
of returning the goods in case of cancellation and, for distance
contracts, if the goods, by their nature, cannot normally be returned
by post, the cost of returning the goods;
(n) that, if the consumer exercises the right to cancel after having
made a request in accordance with regulation 36(1), the consumer
is to be liable to pay the trader reasonable costs in accordance with
regulation 36(4);
(o) where under regulation 28, 36 or 37 there is no right to cancel or
the right to cancel may be lost, the information that the consumer
will not benefit from a right to cancel, or the circumstances under
which the consumer loses the right to cancel;
(p) in the case of a sales contract, a reminder that the trader is
under a legal duty to supply goods that are in conformity with the
(q) where applicable, the existence and the conditions of after-sale
customer assistance, after-sales services and commercial
(r) the existence of relevant codes of conduct, as defined in
regulation 5(3)(b) of the Consumer Protection from Unfair Trading
Regulations 2008, and how copies of them can be obtained, where
(s) the duration of the contract, where applicable, or, if the contract
is of indeterminate duration or is to be extended automatically, the
conditions for terminating the contract;

(t) where applicable, the minimum duration of the consumer’s
obligations under the contract;
(u) where applicable, the existence and the conditions of deposits or
other financial guarantees to be paid or provided by the consumer
at the request of the trader;
(v) where applicable, the functionality, including applicable technical
protection measures, of digital content;
(w) where applicable, any relevant compatibility of digital content
with hardware and software that the trader is aware of or can
reasonably be expected to have been aware of;
(x) where applicable, the possibility of having recourse to an out-of-
court complaint and redress mechanism, to which the trader is
subject, and the methods for having access to it.

Cancellation Form
Hot Box Stoves Ltd Sutton Road Wigginton York YO32 2RB.
Telephone York: 01904 289 202
Email: sales@hotboxstoves.co.uk

I/We hereby give notice that,
I/We cancel my/our contract of sale of the following goods,
Or for the provision of the following service,
Ordered on,
Received on,
Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper)


How to pay for your order
You can pay by credit/debit card over the phone or online via one of
the payment methods depicted on our site, by cheque (details will
be on your invoice), or by bank transfer – please contact us  to
arrange bank transfers.

Delivery of your order
The delivery driver will (as far as possible) deliver to your door. The
delivery drive will not help you inside with the goods. If a driver is
particularly helpful and you persuade them to help you take goods
inside then you do so at your own risk. For example if your carpet is
damaged then you would have to pay for this, not the driver, and
not us. If you do not agree to this then please do not ask the driver
for help in taking goods inside.
If you have a gravel driveway or narrow access then the driver is
unlikely to be able to take to goods right up to your house – this
applies especially to large orders delivered on a pallet so that is a
stove delivery or a large flue order. If this is the case please let us
know and we can arrange for a small delivery vehicle to deliver to
you (at extra cost), or make arrangements to get the goods from a
place where the delivery driver can reasonably deliver them to your
house. If in doubt contact us before delivery is arranged.

Re-delivery charges
If a pallet has to be redelivered because there is no-one to accept
the delivery of the pallet on the arranged date, then a redelivery
charge may be due. We will contact you if this is the case.

What if the delivery is late
Delays whilst in transit are possible and are out of our control.
Please let us know if your order has not arrived and we will chase it
up for you. For this reason we recommend that you ensure that you
have all the goods first before booking in installers/builders.
For this reason, also we are not liable for any costs incurred as a
result of a delivery being late, or incorrect – see the item below.

Costs incurred by you
We are not liable for any costs incurred by you or any loss of
earnings. For example if a delivery is late and you have to rebook
an installer then we are not liable for any extra charges that installer
may charge you. Neither are we liable for any loss of earnings as a
result of you taking time off work to accept a delivery even if it is


All the prices shown on our websites include VAT. Although we
make every effort to keep our price information up to date on our
websites mistakes are possible. Where a price has been incorrectly
shown we will let you know as soon as possible.

Your details
We hold information such as your name and address. This is
necessary for our accounts and to easily look up your order or
contact you if we have to. We do not hold data that we may not
need and we do not store any credit card details. There are security
policies in place in case of unauthorised data access attempts. We
do not sell or give your information out to any third party. If you have
not made an order with us then we will delete any of your details
that we hold if requested.

Responsibility for the compliant installation of
your stove or flue system
It is your responsibility to ensure that your appliance or component
is correctly installed by a competent person or bonefide company
with a HETAS registration number or other self-certification
An installation can also be carried out under a building notice which
is available from your local authority.
Please visit www.hetas.co.uk  for further information
or www.hotboxstoves.co.uk  for more information on safe and
compliant information of our products.

Promotions and Black Friday 

Promotions are defined by any product reduced in price for the purpose of a sale. Notification of products reduced in price via sale or branded promotion such as Black Friday will be made available where possible. We reserve the right to remove any products on promotion at any time without warning. All sales are final and no opportunity to change an offer will be made available.

We advise that you check the promotion and the included products are fit for purpose. Incorrectly purchased items will not be valid for a return. Our promotional dates will be clearly advertised.

Cross promotional buying is not permitted. Useage of the promotional pricing is specific to each product you are not permitted to use multiple discount structures to obtain a better price. For example you are not able to use a discount voucher on a sale item. If this is found to be the case the order will be cancelled and refunded.