Terms And Conditions Of Trading

The Contract
These terms and conditions relate to the relationship between us Hotline Chimneys, and you, the customer, and constitute the whole and only agreement between us and, together with your order, form a legally binding contract. You are advised to read the following fully.

Privacy Policy
Hotline Chimneys collects information from email enquiries and online orders, but this information is used only for queries and to help with that specific online order. We do not send out any promotional material without the customer’s request. And do not disclose your details to third partiesPayment in full must be received and the funds cleared before any good are despatched, unless we agree otherwise in advance. This can be accepted in many forms inclusing credit or debit cards either from our secure server shopping cart software or fax and though the post, no extra charges made for this method. We will also accept payment by cheques and postal orders or cash can be paid in to any HSBC bank on receipt of a paying in details from us. Usually purchase orders will be acceptable from local authorities, charities and other such organisations.

Orders
It must be born in mind that we cannot take responsibility for any errors or omissions in your order and remind you to check carefully that orders are correct and complete. We cannot take responsibility for lost orders or when payment doesn’t reach us as you had wished. Hotline Chimneys reserves the right not to do business with any individual or company at its absolute discretion. Orders placed but then subsequently cancelled before leaving us may incur a charge to cover our costs. It is up to the customer to determine that the item/s ordered are fit for the purpose intended, Hotline Chimneys can take no responsibility for mistakes or omissions. Advise offered by Hotline Chimneys is offered in good faith but ultimately the customer should check with the manufacturers of appliances or flue/chimney products that the product is correct for the intended application.. Information is collected lawfully in accordance with the data protection act 1998.

Prices
Prices payable can be found on our website at www.hotline-chimneys.co.uk or mailed out price lists, the latter must be the most current available.

Credit Card Security
All orders are encrypted using Paypoints secure payment gateway which uses Thawte certificates to ensure privacy during the transaction process. At no point during, or after, the card processing are card details stored in clear format. We know of no documented cases of credit card fraud using our shopping system over the internet.

Delivery And Ownership
There are bound to be situations where a delivery doesn't arrive as expected, although this is never more than about 1% of items sent out. Please don't arrange installers, scaffolding or any other costly outgoings until the product/s have been received and inspected. We can't take responsibility for any of your additional costs.

Most of our deliveries are made by national carriers such as Interlink or TNT, on 90% of occasions this will be in the mornings. Mostly it will be the more remote areas that will be later in the day. If you would like a delivery made on a specific day (as long as it falls on or after the available day against that product) then please add a note to the further information area on the checkout. The more remote areas such as the Scottish highlands may take 1 or more days longer than quoted.

All of the courier’s systems now use post code recognition, therefore you must ensure the postcode for your delivery address is correct. We can’t take any responsibility for incorrect deliveries where this isn’t done.

Large diameter liners and other bulky packages can rarely be sent to address other than uk mainland, in some cases this may be possible but a surcharge may apply.

Please be aware that signatures requested at the time of delivery are intended to be in everybody's best interest, you can however use a friend or neighbours address for delivery so long as someone is available to receive it but we must have a specific name and/or address. All damages/shortages must be reported within a reasonable time.

VERY IMPORTANT (NIGHTFREIGHT/TNT ONLY) - To comply with our terms and conditions, all items should be checked before signing for the delivery where possible, if any damaged item exists (even it appears they may still be useable), the document must be clearly marked DAMAGED.

Very large items may well be delivered on a pallet, please prepare for this as much as possible by knowing where the driver can put it when it arrives.

We must be informed of any damaged/missing items within reasonable time. Please be aware that our conditions will not allow for refunds or replacements after this time, as the period in which we can make a claim from the carriers will have lapsed.

Whilst unwrapping products, care should be taken against personal injury to persons from sharp steel items, bolts, screws and especially CHIMNEY LINERS.

It is our intention to transport all products safely and economically to all customers, but because we don't see them when they arrive we always appreciate feedback, on for example, boxes that haven't held up to the journey as expected.

If ordered items are available on different time scales the whole order will be held over to be sent as one consignment unless requested otherwise, to send items separately may incur further charges. When we refer to working days until delivery, this means Monday to Friday

A valid signature will be required for all deliveries, If you can not inspect the products during delivery you must mark as Damaged otherwise claims for damage/breakages will fail, and in any case all damages must be reported within 5 working days. We endeavor to supply all advertised products but at our discretion may deliver substituted products so long as they are of a similar quality and correct for the purpose intended by the manufacturer. If our agents are unable to make deliveries due to inadequate delivery details or other instructions or failure by you we shall be entitled to store your goods and charge storage and attempted re-delivery will be charged for. Working days referred to on our site are Monday to Friday, Saturday deliveries can be arranged and tend to be 3-4 times the normal cost, P.O.A. If ordered items are available on different time scales the whole order will be held over to be sent as one consignment unless requested otherwise, to send items separately may incur further charges. Occasionally we will inevitably be short of a product to make up your order, or that we are so inundated with orders that we just can't get them all out on time, in this case we will try to contact you by email as soon as we are aware of the situation to offer to back order the item/s or alternatively issue a refund. All products remain the property of Hotline Chimneys until paid for in full. Delivery times stated are not guaranteed but will be correct in 99% of cases.

PLEASE NOTE - We can't request the courier leaves a delivery in a dustbin, under a hedge or in a porch etc, as this would mean waiving our rights to the insurance on the items/s. In some cases they may leave a delivery if the area seems seems safe but only if you leave a note requesting them to do so. We suggest if you can't be home on the delivery day that you either give a different delivery address such as your work address or a neighbours so long as you are specific about the name/address.. Beware that the couriers will only attempt delivery twice, if no one is home they will send it back to us after this time, this will incur further charges to you.

Our Guarantee Of Satisfaction To You
You have the right to cancel an order with us within 7 working days of receipt of the goods for a refund (excluding shipping costs and handling charges). Cancellation must be made in writing to Hotline Chimneys, Downhill Cottage, Darite, Liskeard. Cornwall PL14 5LG.

Returns
You must request a returns number to send any items back for a refund, if this isn't shown clearly on the outside of any returns they will be refused.

All products returned must be returned at your cost and will be refunded in full so long as the product and original packaging is intact and in good condition and this is undertaken within 14 days of delivery to you. We reserve the right to charge a handling fee on some returns. However if the goods are subsequently found to be damaged, suffering from misuse, willful damage or alteration these costs will be payable by you. Unfortunately we can not cover non standard stock items for full refunds, i.e. made to order items.

Complaints
We will deal with all complaints fairly, confidentially and effectively. They will be acknowledged within 3 days and every effort will be made to resolve them within 7 days.

Your statuary rights are not affected The contract is subject to English law

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Flexible chimney liners - class 1	Flexible chimney liner - class 2	Flue systems - Wood and coal	Flue system - Gas	Flue systems - Oil
Poujoulat Ti insulated chimney	Poujoulat Zi chimney flues	K-vent insulated chimney for oil	B-vent flue systems	Chimney cowls
Matt black vitreous enamel flue pipe	Gloss black vitreous stove pipes	White vitreous flue pipes	Stainless steel flue pipes	Vedette chimney cowl
Colt top and colt top 2 cowls	Revolving anti downdraught cowls	Chimney bird guards	Rotorvent cowls	C-cap chimney caps
Decorative bird guard	Multi fuel birdguards	Euro topguards	Euro topcap	Chimney flues
Stove rope	Stove paint	Chimney brushes	Fire cement	Drain rods