PAYMENT

Payment of a deposit becomes due upon receiving a go-ahead instruction from the customer. A 50% deposit is payable to fix your installation dates and commence installation. On receipt of the deposit, we will begin to order in the products required to complete your installation. The remainder of the balance becomes due a minimum of 7 days prior to the installation commencing. You will receive a pre installation invoice 14 days prior to the installation date for the final balance as laid out in the statement of works, with any additions or refunds being settled upon completion of the work.

Risk of goods will transfer to the customer upon completion of the installation, not upon payment of final balance. We reserve the right to withhold issue of HETAS certification until full payment of the final balance. Payments can be made by card over the phone (01284 768542) or directly to our bank account.

ESTIMATED QUOTES

In all instances we will provide an estimate of costs. All estimates will be prepared in your home by a site surveyor, this will then be communicated to the office who will send your estimate by email and in the post. Please ensure you check your email junk folder to ensure you receive this quote.

On the day of installation, our engineer will review your installation with you. If they identify any changes that need to be made, they’ll ask you to confirm your agreement before they continue work.

Examples of situations where we may need to cancel the agreement, or charge for additional works include:

• Relocation of the wood burner
• Changing the selected wood burner because the one you selected is not appropriate for your property
• Variations to meet building regulations and/or installation requirements, including but not limited to flue extensions, cutting out joists, moving pipework/electrics
• Stability of the chimney means that it needs to be rebuilt due to its structural integrity or general condition
• Accessing the chimney, in the rare event of an oversight and in some instances unforeseen circumstances leading to the requirement of access in the form of scaffolding or a cherry picker

ADDITIONAL WORK OR RESTORATION

Sometimes we may have to do some extra work, for example if we have to knock a hole through a bedroom or chimney breast wall to enable us to get the flue down the chimney, this would be discussed with you prior to this taking place to ensure you are happy for us to do this. You may need to redecorate, repair or restore certain areas once the work is completed. This is not included in the price we quoted and you’ll be responsible for this.

We will not be held accountable if we cannot meet our responsibilities due to circumstances beyond our control, for example, poor weather conditions, species that could be subject to special protection, for example bats or birds that are found in your property. It is also impossible to quantify atmospheric conditions that can affect the draw of your flue. We can suggest additional solutions that may fix this problem for example: extension to the stack or the installation of a flue cube. This is not included in the price we quoted for and you will be responsible for this.

DANGEROUS MATERIALS AND ASBESTOS

The price we quote doesn’t include the cost of removing any dangerous waste material that we couldn’t reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials, or we may be able to arrange for their removal at an extra cost. If any asbestos needs to be removed before we can continue to work at your property, you’ll need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which you’ll need to show us.

AUTHORITY TO CARRY OUT WORK

When we arrive on the installation day, someone 18 years old or older needs to be at the property who can make important decisions. If you’re not at the property on the day of installation, you must make sure that there is somebody else present who can give instructions to our engineer, on your behalf.

It’s your responsibility to get any permission needed for the work, as we won’t accept liability for unauthorised work, e.g. if you don’t own the property, you’ll need to get the owner’s permission first, or if the property is a listed building, you may need planning permission. You’ll be responsible for compensating us for any losses or costs we suffer if you fail to get the correct permission.

TIMEFRAMES

Any timeframes we give you are our best estimates, and we’ll do what we can to keep to them. Where there are likely to be delays, we’ll let you know as soon as possible and agree new timeframes with you, no liability is accepted for any delay to your installation. These are to include but are not limited to ill health for example Covid-19, or production delays on items ordered in from our suppliers.

CARPETS, FLOORING, FINISHING

To help us complete our work we may need you to take up floor coverings for example, carpets. We’ll give you as much notice as possible if we need you to do this and it will be up to you to put the flooring back once the work is done; you may need to call a specialist contractor to do this work. We’ll take care to carry out the work without causing damage to your property. If we cause unnecessary damage because of our negligence, we’ll put it right.

REMOVAL OF WASTE

The price we quote includes the cost of removing all non-dangerous materials, including your old stove and any flue installation parts we replace.

HEARTH AND STONE

Due to the high levels of heat associated with the installation of a solid fuel wood burner, your hearth may be susceptible to cracking over time as it is impossible to identify flaws within a natural stone. We cannot accept instructions to fix marble, granite, stone or slate and responsibility cannot be accepted for faults which may develop after fixing beyond the first 12 months from installation. We cannot cover accidental damage, for example impact damage or overheating of appliance which is not in line with manufacturer guidelines. We will not be liable for any cost associated with decoration and/or second fixings associated with this replacement.

Stone and marble, being natural products, cannot be guaranteed for uniformity of appearance, but every care is exercised in selection and arrangement of material for each individual order. Variation can be expected from samples, in colour, shade or veining.

ADDITIONAL WORK OR RESTORATION

Sometimes we may have to do some extra work, for example if we must knock a hole through a bedroom or chimney breast wall to enable us to get the flue down the chimney, this would be discussed with you prior to this taking place to ensure you are happy for us to do this. You may need to redecorate, repair or restore certain areas once the work is completed. This is not included in the price we quoted, and you’ll be responsible for this.

We will not be held accountable if we cannot meet our responsibilities due to circumstances beyond our control, for example, poor weather conditions, species that could be subject to special protection, for example bats or birds that are found in your property. It is also impossible to quantify atmospheric conditions that can affect the draw of your flue. We can suggest additional solutions that may fix this problem for example: extension to the stack or the installation of a flue cube. This is not included in the price we quoted for and you will be responsible for this.

YOUR RESPONSIBILITIES

• Keeping us up to date – It’s your responsibility to keep us informed of any changes to your contact details including telephone number, address or email.
• Missing payments under your agreement – Before we book your visit, we may ask you to pay any missing payments due.
• Access into your property – It’s your responsibility to provide access to your property. If we are unable to gain access, and are unable to carry out the work, it is then your responsibility to arrange another appointment.
• Annual service – To keep your warranty valid, you’ll need to have an annual sweep. It doesn’t have to be done by us, but you’ll have to pay for it. If you have your annual service completed by someone else, make sure you keep the paperwork to show you’ve had it done as we may ask you for it if your stove breaks down.
• Safety advice and responsibility – No liability can be accepted by the Company for the damage to materials supplied for fireplaces and hearths caused by burning, the owner takes ownership of the appliance on delivery and must operate the appliance in accordance with the manufacturer guidelines, taking necessary safety precautions such as purchasing the appropriate fireguards, tools and ensuring combustible materials are a safe distance from the appliance (please refer to manufacturer guidelines).

CANCELLING YOUR AGREEMENT

Cancellation rights: If you decide to cancel your installation, we reserve the right to retain 15% of your overall estimate cost to ensure we can cover the restocking costs associated with sending your product back to the manufacturer. Should you decide to cancel please call us on 01284 768542 within your 14-day statutory cancellation period, and we’ll cancel it for you. Alternatively, please put it in writing to sales@opulencestoves.co.uk or send a letter to:

Opulence Stoves, 8 Out Risbygate, Bury St Edmunds, Suffolk, IP33 3RJ

After the period of statutory rights, you cannot cancel your binding contract. Accordingly, any payment method paid by the customer to the company for the goods cannot be cancelled or countermanded. Any goods considered by Opulence Ltd to be bespoke and ordered specifically for your job can also not be cancelled. Opulence Stoves reserves the right to cancel your installation by giving you at least 7 days’ notice in writing to the last address you provided. Examples of cancellation may include but are not limited to a failure to pay your installation deposit, harassment or abusive behaviour.

COMPLAINTS

To make a complaint either call us on 01284 768542 or send an email to sales@opulencestoves.co.uk. We take any complaint seriously and we’ll do our best to resolve the issue within a reasonable timescale. If we need more time to investigate, we’ll let you know and keep you updated.