Terms and Conditions

Warranties for fireplaces, and flues:

Warranties for fireplaces, and flues are issued by the respective suppliers and can vary in duration.
It is important to note that warranties typically do not cover paint, glass windows, fire rope, and internal parts such as vermiculite/fire bricks, grids and ashtrays.
The lifespan of your fireplace and flues depends on proper usage. Over-firing and using wet wood can reduce the lifespan and will invalidate the warranty.
It is important to carefully read user guidelines for your fireplace provided by Euro Fireplaces. This booklet contains important guidelines and instructions for the proper use and maintenance of your fireplace. By following these guidelines, you can ensure the safe and efficient operation of your fireplace and maximise its lifespan.
Euro Fireplaces will not be held liable for any negligence on the part of customers who fail to comply with the user guidelines provided and general safety guidelines. It is the responsibility of the customer to carefully read and follow the guidelines to ensure the safe and proper use of the fireplace.
Failure to comply with the user guidelines and general safety guidelines may result in accidents, damage to property, or other undesirable outcomes. Euro Fireplaces cannot be held responsible for any such incidents if they occur due to the customer’s negligence or failure to adhere to guidelines.
If you have any questions or concerns regarding the proper use of the fireplace, it is recommended to contact Euro Fireplaces for clarification and assistance.
Stainless steel flues are not immune to corrosion, and such corrosion is excluded from the warranty.
Warranty and guarantee claims will only be considered if your account is fully paid and no outstanding payments are due.

Pricing information and accuracy:

Prices and information listed on our website, social media platforms, any other advertising initiatives, online, printed or by verbal communication, are subject to change without prior notice.
Any changes in prices will not affect confirmed orders made before the price adjustment.
Prices displayed on the website, social media platforms, any other advertising initiatives, online, printed or by verbal communication, are not considered final until confirmed through a written quote or order confirmation.
While we strive for accuracy in the information displayed on our website, social media platforms, any other advertising initiatives, online, printed or by verbal communication, errors and omissions may occur.
We recommend contacting us directly if you have any doubts or need clarification regarding any information.
All information, including product details, prices, and installation requirements, must be confirmed in writing to ensure accuracy.

Quote confirmation and validity:

Quotes provided are valid for a period of 30 days from the date of issue.
The availability of products or services mentioned in quotes are subject to confirmation at the time of placing the order.

Payment, order preparation, shipment, and delivery:

- Payment and order preparation:
  - Orders will be prepared for delivery once full payment is received.
  - Orders are insured while in transit at no additional cost.
- Delivery schedule and tracking:
  - Deliveries are generally processed on Tuesdays and Fridays.
  - Orders for items that are in stock are expected to reach you within 3 to 7 working days.
  - Delivery may take longer for items that are not in stock, and this information will be communicated to you before finalising the order.
  - Efforts will be made to deliver your order earlier if possible, and you will be notified accordingly.
  - Necessary delivery information for tracking will be communicated to you.
- Delivery address and contact information:
  - Please provide the full and accurate delivery address, including contact information for the person receiving the delivery.
- Delivery process and liability:
  - Your order will be delivered to your entry gate at the specified delivery address.
  - Courier drivers are not obligated to deliver the order inside your property or assist with offloading.
  - It is advisable to have assistance available, as fireplaces can weigh between 60-120kg.
  - We will not be held liable for any damages, injuries or death incurred during the offloading of orders.
- Deviations from normal route:
  - In the event that courier drivers are required to deviate from their normal route due to causes beyond our control, we reserve the right to make an additional charge to cover the expenses arising from the extra mileage and time involved.
On delivery, it is crucial to conduct a thorough inspection of your order before finalising and signing for the delivery.
Please follow these steps:
- Inspection and reporting of damages:
  - Any damages or issues with the delivered goods must be reported immediately to Euro Fireplaces.
  - Please report damages by contacting Euro Fireplaces at info@eurofireplaces.co.za or +27 72 834 9637.
  - Please note that insurance coverage for damages will not apply if they are reported after the courier driver has left.
- Noting damages on the delivery note:
  - It is important to note any damages on the delivery note before signing for the delivery.
  - Retain a copy of the delivery note for your records.
- Thorough inspection with courier driver:
  - If you notice any damage to the packaging, conduct a thorough inspection of your order in the presence of the courier driver.
  - Carefully remove the packaging, taking note of any damages or visible issues with your order.
  - It is advisable to take photos of the damages before and after removing the packaging, as well as any noticeable damage to the order itself.
Please ensure that you follow these steps to accurately document any damages and report them promptly to Euro Fireplaces. This will help ensure a smoother resolution process.

Installation recommendations:

We provide recommendations for your installation and/or flue kit, adhering to the manufacturer’s guidelines and applicable legal requirements.
Recommendations are based on the information provided by you, including photographs, measurements, building plans, or site visits.
In the event where the site is located outside of our immediate service areas, a site visit may incur a fee – the fee will be confirmed and agreed upon, before a site visit will be conducted.

Installation process and materials usage:

Installers that are assigned by us, will request that you sign a report card upon completion of the work, which will record the successful completion of the installation, any additional materials used and/or if materials are being returned.
Extra materials required for the installation, not included in the original agreement, will be charged separately with your approval.
Any unused materials on the day of installation will be refunded in full.

Installation guarantee:

Installations conducted by assigned installers are guaranteed for 6 months against workmanship defects, covering both labour and parts (excluding door glass).
We reserve the right to charge a call-out fee to cover travel costs, depending on the nature of the claim and distance travelled.

Installation by third parties:

We cannot assume responsibility for installations performed by third parties and/or those not carried out in accordance with the manufacturer’s guidelines and/or legal requirements. Failure to comply with such guidelines and/or legal requirements may void the product guarantee.

Return of goods and refunds:

You have the right to return the goods to us at your expense, subject to the terms of the Consumer Protection Act (CPA).
Goods can be returned for inspection prior to installation, except for specially manufactured, ordered, or sprayed items.
Please notify us in writing within 7 days of receiving the goods if you wish to return them
After inspection, we will offer you the choice of exchanging the goods or receiving a refund.
Please take note of our return policy for detailed information on the return process below:
- It is important to carefully inspect the goods before installation and ensure that they meet your expectations and requirements.
- In the unlikely event that you wish to return any goods after delivery and inspection, you are entitled to do so, at your own expense and subject to the terms of the Consumer Protection Act (CPA). Once the goods have been installed at your property, your option to return the purchased goods is typically waived. This means that after installation, the goods are considered accepted, and the right to return them under the CPA may no longer apply.
- Condition of returned goods:
  - Any items to be returned must be in their original packaging, unused, undamaged, and in resaleable condition.
  - If the goods are not returned in their original condition, we may not be able to provide a full refund.
- Return shipping:
  - Goods to be returned should only be transported by our designated courier, that provides in-transit insurance.
  - You will be responsible for the shipping costs associated with returning the items.
- Specially manufactured, pre-ordered, special-ordered, or sprayed items:
  - Items that are specially manufactured, pre-ordered, special-ordered, or sprayed are often non-refundable.
  - We encourage you to be certain of your choice when ordering such items.

Customer satisfaction:

Customer satisfaction is of the utmost importance to us. You can submit any compliments, issues or concerns to us via email at info@eurofireplaces.co.za or through our website on the contact page.
If you encounter any issues, such as goods damaged in transit or warranty-related matters, we kindly request that you submit this in writing to us. Providing photographs whenever possible can be particularly helpful in understanding the nature of the issue and ensuring we address it promptly.
We will make every effort to investigate all matters thoroughly and provide a resolution that meets your satisfaction.