Delivery and Returns

Delivery of goods

Your goods will be delivered on a large vehicle usually 7.5 tonne with a tail lift. Please let us know, as soon as possible, if there will be a problem with access, so we can make alternative delivery arrangement.

We send all our goods by a haulage company and they will deliver the product to the house but will not bring the stove into your property due to insurance reasons. It is therefore your responsibility to arrange the necessary equipment required in order to move the stove to the desired place. Please note that if there are steps the haulage company will not be able to bring the stove to the door and a “kerb side” delivery will be necessary.

The driver will wheel the stove as far as they can if it is free from obstructions. The decision will be made at the driver’s discretion.

You must check the goods while the driver is still there. The driver is obliged to wait with you up to 15 minutes (for palletised goods only), whilst you unpack the goods. If the driver refuses to wait then please sign unchecked.

If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note. If goods are damaged please contact us as soon as possible as in some cases if it is severely damaged it is better to refused delivery. If items are missing from your order or if incorrect items have been sent this must be reported upon delivery.

If item is damaged, we do need to have the damaged item back before sending out a replacement and this may take more time. Alternatively, you can purchase & pay for another stove and a credit/ refund will be given once we have received the original stove back.

Damages must be reported within 48 hrs to avoid having to pay for a replacement

Please note that if a delivery is refused and sent back to us because delivery was not able to take place due to insufficient manpower at the delivery destination any refunds that are requested will be minus the return delivery fees of £100.

If you miss your palletised stove delivery at your pre-booked day, then re-delivery charges may apply.

If you are unavailable when package goods (e.g. fireside accessories) are delivered, the courier company will leave a note, explaining how to re-arrange delivery for a more convenient time.

If you cancel an order after it has been dispatched, we regret that you will be charged for the return delivery costs, even if the products have not reached your address.

Cancellations & Returns Policy

To cancel or return an item you must confirm this in writing via email to or write to us at Stoves and Stuff NW Ltd, 550 Bury New Road Prestwich M25 3BD. Please quote the order number or invoice number.

Mail order, telephone and internet sales to individuals (not businesses), are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC). This protects you by providing a 7-day cooling off period after the product has been delivered.

As a customer you have the option to cancel any order between the time of placing it and 7 working days after delivery.

You have the right to a refund within 30 working days of cancellation. We will action the refund as soon as the goods have been returned to us in a re-sellable condition.

The goods must be boxed and must have not been fitted and/or used in any way. Should we find any damage upon receipt we will advise you and deduct any costs from the refund amount.

Bespoke items made to specification, personalised goods, or goods or materials cut to length, are excluded from the right to cancel.

We will refund the amount originally paid minus any damages and also minus any costs of collecting the goods.

Collection & return to us = £100.00

Collection & return to us & a different stove re-delivered = £140.00

We reserve the right to change these terms and conditions from time to time and you should refer to them each time you place an order. Please address any comments or complaints: Stoves and Stuff NW Ltd, 550 Bury New Road, Prestwich M25 3BD