Terms of Sale & White Glove Delivery Conditions

By placing an order through Elementi Fires, you agree to be bound by the following Terms of Sale. These terms outline the conditions under which we supply products to you, including delivery, setup, returns, and aftercare.
All sales are subject to product availability and confirmation of the order price. Our goal is to ensure every Elementi Fires customer receives a seamless purchasing and delivery experience while maintaining the highest standards of safety and service.

White Glove Delivery Service – Terms & Condition

Elementi Fires (“we”, “us”, “our”) is committed to providing a safe, efficient, and fair delivery service. These Terms & Conditions apply specifically to our White Glove Service and are intended to protect both our customers and our delivery team. They do not affect your statutory rights.

1. Service Availability

• Our White Glove Service is available only for orders placed directly through our website.
• Service is subject to geographical restrictions. We will review your delivery location before confirming your order to ensure it falls within our service area (approximately a 2-hour drive from Enstone, Oxfordshire).
• As our delivery team consists of only two specialists, certain access restrictions (e.g., staircases, narrow entrances, steep gradients) may prevent safe delivery. We reserve the right to refuse or cancel White Glove Service where access is deemed unsuitable.

2. Delivery & Access Requirements

• Customers must provide accurate information regarding access to the property (doorways, hallways, lifts, outdoor spaces).
• Any delivery fees may be retained if safe and reasonable access has not been provided.
• We cannot be held liable for delays caused by access issues, traffic, or unforeseen hazards at the delivery site.

3. Products & Setup

• The White Glove Service includes placement of the product in your preferred location and removal of packaging.
• If the product requires a propane gas tank, please note we cannot supply or transport propane cylinders due to UK health and safety regulations. Customers must provide their own gas tank if they wish us to connect it.
• Conversion to natural gas is not included in this service and must be carried out by a qualified gas engineer.

4. Liability

• While every care is taken during delivery and installation, we are not responsible for damage incurred after placement of the product.
• Any product faults must be raised under the product warranty.
• We accept no liability for issues arising from customer-supplied gas equipment or third-party modifications.

5. Returns & Faults

• In the event of a manufacturing fault, we will cover reasonable costs for collection and return, provided the item is within its warranty period.
• Damage caused by misuse, poor access, or post-delivery handling is not covered.

6. Pricing & Confirmation

• White Glove Delivery is charged at a flat fee of £199.99 per order within the defined service radius.
• Orders are confirmed only once the delivery location has been reviewed and accepted by our team.