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Terms & Conditions


As we can accept your order and make a legal agreement without further contact with you, please read these Terms and Conditions carefully. If there is anything that you are not happy with, unsure about or have any questions regarding the contents of, please write to us at Manor House (KENILWORTH) Ltd, 51-53 Warwick Road, KENILWORTH, Warwickshire CV8 1HN , or email us at or call us on 01926 851 570

1. Use of

1.1. Definitions

Throughout this document, the terms: we/our/us refers to Manor House (KENILWORTH) Ltd. And you/your refers to you as the user of this website, customer, consumer and end user.

1.2. Your Obligations

As a user of this website, you acknowledge that any use thereof, including but not limited to any transactions you may make are subject to the Terms and Conditions set out below. Your attention is drawn particularly to our policies on returns and refunds, on delivery and to our practice regarding the security and privacy of any information you might supply us with.

1.3. General provisions

We reserve the right to change these Terms and Conditions at any time. Any such changes will be deemed effective on the date that they are posted on this website and it is your responsibility to read these Terms and Conditions each time you use this website, and your continued use of this website shall signify your acceptance to be bound by these latest Terms and Conditions.

1.4. Miscellaneous Provisions

The contract between us shall be governed by the laws of England and any dispute between us shall be resolved exclusively in the courts of England. These terms and conditions supersede all prior documents relating to the use of this website.

2. Terms of Business

2.1. Order Processing

We process orders on this website using a custom-built shopping cart. The last stage of this process is a confirmation page that sets out the final details including the cost of goods we will supply and any applicable delivery charge. After your payment has been processed, we will send you an automated acknowledgement email detailing the product(s) you have ordered. This email acknowledgement is neither an order confirmation nor an order acceptance by us. Acceptance of your order and the completion of the contract between you and us will only take place once the ordered goods have been dispatched from the manufacturer or distributor.

2.2. Placing an Order

In order to place an order on this website, you will be required to supply your email address, full name, billing address information, delivery address information if a separate address is required, and contact telephone number. Please see our Privacy Policy for details about how we treat your data.

2.3. Cancellations by Seller

We reserve the right to cancel any order placed on this website or refuse any order being placed over the telephone without limitation.

2.4. Delivery Address Details

Customers wishing to have their goods delivered to an address which is different to that of their billing address will not be able to place their order via telephone. Orders that require a different delivery address to that of their billing address must be placed either in our showroom, or on the website.

2.5. Payment

We accept payment from most major card issuers; this includes Visa, Visa Debit, MasterCard and Maestro. We take payment from your card via our payment service provider, SagePay, at the time that you place your order. Before offering payment, you should familiarise yourself with the SagePay Terms of Use and their Security and Privacy policies. We accept no liability for the use of your credit or debit card via this third-party service.

Please note that at no point during the payment process do we store your credit or debit card details, nor do we share customer details with any third parties.

Please also note that no order will be accepted without payment in full. We will not “reserve” stock with partial deposit, neither will we dispatch an order without having received the full amount of payment.

2.6. Alternative Payment Methods

As per the above condition, we will not accept an order without full payment, however we can make provision if you are unable to make a payment with a credit or debit card. In this situation, we will consider accepting payment via cheque. Under these circumstances, please contact us on 01926 851 570 to discuss a sale with our sales team, then post a cheque made payable to Manor House (KENILWORTH) Ltd. To Manor House (KENILWORTH) Ltd, 51-53 Warwick Road, KENILWORTH, Warwickshire CV8 1HN. Once we have received payment and it has cleared in full, we will raise your order with the details you have supplied and then treat it as we would any other order and it will be bound by the same Terms and Conditions.

2.7. Stock Availability

We do not hold stock of any goods offered on our website and supply of goods is subject to availability of stock with each manufacturer or distributor. We make every effort to get an accurate lead time from the manufacturer or distributor at the time of purchase. In the event of unforeseen shortfalls in stock or if we are unable to supply the goods immediately, we will inform you of any potential delays at the earliest possible opportunity. If we are unable to supply your goods within an acceptable length of time, you will be entitled to cancel your order and receive a full refund.

2.8. Price of Goods

The price you pay is the price displayed on the website at the time we receive your order unless there has been an error in website pricing. We try to ensure that all prices on our website are always accurate, but errors may occasionally occur. If we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel but have already paid for the goods you will receive a full refund. All prices are shown in Pound Sterling (£) and include VAT. but exclude any delivery charge unless expressly stated otherwise. All prices are also subject to change without notification and with immediate effect.

2.9. Promotions

From time to time we may offer discount or promotional codes on selected products. All our promotional codes have an expiry date and time and this, along with any other Terms of Use, will be clearly advertised at the time of promotion. The price of the product will be reduced according to the advertised discount and orders will be bound by our full Terms and Conditions as standard. If you wish to cancel an order that has been placed with a discount code, your refund will be for the full amount that has been paid only.

2.10. Extra Discounts

From time to time we will see fit to offer extra discounts. These discounts are given entirely at the discretion of us and are not limited to or influenced by any specific brand, product, product type, customer or location.

3. Delivery

3.1. Delivery Information

On delivery, all goods must be signed for by an adult aged 18 of over. We shall make every effort to deliver goods within estimated timescales, but delays can occur due to unforeseen circumstances beyond our control. We shall therefore be under no liability for any delay of failure to deliver the products within estimated timescales.

3.2. Failed Deliveries

Failure to be present yourself or have a suitable representative at your place of delivery will result in a redelivery charge equal to that of your original delivery charge or to the value of the total charge imposed by the third-party haulage network including VAT, whichever is greater. This charge may vary depending on the proximity of the delivery location to the delivery depot. If a delivery fails to take place due to a fault on our part or the independent third-party courier companies we use, we will arrange to re-deliver the products at the earliest possible opportunity at no cost to you. We will be under no liability for any cost(s) incurred by you to make yourself available to accept a delivery whether it is successful or not.

For more detailed information regarding delivery methods and timescales, please see our Delivery Information section on this website.

3.3. Damage on Delivery

If an item has clearly and visibly sustained damage during transit, please sign for the item as “damaged” when you receive it and notify us within 24 hours. If you are in any doubt as to the condition of the item, please sign for the delivery as “damaged” when you receive it and check the goods thoroughly within 24 hours, notifying us within 48 hours of any damage.

3.4. Delivery Limitations

In line with the above point, we shall endeavour to always deliver within our advertised timescales. We accept no responsibility or liability if we fail to uphold these terms under circumstances that are beyond our control including, but not limited to: Acts of God, floods, storm and other severe weather conditions, strikes, lockouts, acts of war, epidemics and pandemics.

3.5. Title

The title to any products you order on this website shall pass to you on delivery of the products provided that we have received and processed payment in full for both the products and, where applicable, the delivery of the products.

3.6. Risk of Loss and Damage

The risk of loss and damage of products passes to you on the date when products are delivered. If you have arranged to have your products collected by, or received by a third party, the risk of loss and damage passes to the third party immediately on collection or receipt of goods by them.

3.7. Customer Collections

If you wish to collect your order in person, payments must be received in full before we are able to order the item from the manufacturer or distributor and are subject to section 2.7 of these terms. Please note that customer collection is only available during our showroom opening times . If you arrange to collect goods from our showroom yourself, the risk of loss and damage as laid out in 3.6 of these terms shall pass immediately to you at the time when the goods are collected. We recommend that you inspect all goods before taking them away as we accept no responsibility or liability for goods that are damaged once they are collected.

4. Returns and Refunds

4.1. Changing your Mind Before Release of Goods

If you place an order with us and then change your mind before the manufacturer or distributor has dispatched your product(s) to us, you will be entitled to either of the following:

4.1.1. Change of Order

You may change your order to any other product(s) incurring no administration fee. If the new product(s) chosen are more expensive you will be required to pay the difference in full at the time of changing your order. If the item is less expensive a refund will be raised for the difference and paid within fourteen (14) days. Please note that any amount refunded will be returned to you via the same method you used to make payment for the product(s) and cannot be given in any other form. Please note that cancellations made after release of goods from the manufacture or distributor has been issued will incur a 7.5% cancellation fee.

4.1.2. Cancellation

You may cancel your order completely. We will cancel your order from being dispatched from the manufacturer or distributor and raise a full refund with will be paid within fourteen (14) days. Your refund will be returned to you via the same method you used to make payment for the product(s) and cannot be given in any other form. Please note that cancelations made after release of goods from the manufacture or distributor has been issued will incur a 7.5% cancellation fee.


4.2.1. If you are not totally satisfied with your goods for any reason you have the right to cancel your order within fourteen (14) days from delivery or collection for credit or refund provided that you return the goods at your own cost as sold, unopened and in pristine condition in their original packaging with any and all components and accessories. Goods must be complete unused and in as new condition; for example, if you have opened the packaging to examine the product(s) it must have been done so without damaging the box and packaging or damaging the product in anyway and must be repackaged as received. This does not affect your statutory rights. The right to cancel does not apply to goods that are personalised or made to a consumer’s specification otherwise known as “Bespoke”, "Made to measure" or "Custom" products.

4.2.2. Prior to returning any product(s) we must receive in writing your request to return and the reason why you wish to return the product(s). This can be sent via postal service to Manor House (KENILWORTH) Ltd, 51-53 Warwick Road, KENILWORTH, Warwickshire CV8 1HN or via email to

4.2.3. All electric, gas and solid fuel appliances are treated as special order items and subject to a re-stocking charge of 25% of the total purchase price paid.

4.2.4. When returning product(s) you must ensure that you use an insured delivery service to return any product(s) and we will not be liable for any damage caused by your nominated delivery service during transit to us. All returned products will be checked in front of the courier and any damaged product(s) will be refused.

4.2.5. When we receive the product(s) we will inspect them to ensure all manuals, accessories and other components are within the returned packaging and that the goods are in the condition that we sent them to you in. If we receive a returned item that is not in the condition, we sent it or has missing components we reserve the right to not issue a refund.

4.2.6. We reserve the right to decline the return of special order and bespoke items. Where we have agreed to the return of special order or bespoke items these may carry additional charges upon return.

4.2.7. Manor House (KENILWORTH) Ltd will accept no liability if a product is not suitable for your chimney or flue. We strongly recommend that all customers view the product before ordering and have a site survey carried out by a professional and registered installer to check that the product is suitable before placing their order.

4.2.8. We are unable to accept the return of goods specially ordered to the customers specifications.

4.2.9. It is at our discretion whether to accept the return of goods after the fourteen (14) day cooling off period has elapsed. If products are accepted back after this time, they will incur a minimum restocking charge of 30% of the total purchase price paid plus any additional charges.

4.2.10. All replacement product(s) or parts must be paid for in full. If the original product(s)/part(s) were sent out due to our error or if they were damaged /faulty, a refund will be issued on their return.


4.3.1. Full refund of the cost of goods is wholly conditional upon the conditions laid out in 4.2 being met and the refund authorised only after a full inspection of the goods by the relevant department.

4.3.2. The following refund policy applies: Within fourteen (14) days of receiving your product(s) provided the goods are returned as new and unused, in the original packaging, including all accessories and are in resalable condition, you will be refunded the full invoice price less any delivery charges. Special order and bespoke product(s) will incur a 25% restocking charge. If goods are returned in a condition which prevents them from being resold as new, we are unable to accept return. You will not be refunded; the goods will be returned to you and the cost of delivery charged to your account.

4.4. Goods Which are Faulty or Damaged

4.4.1. When you receive your goods, whether delivered by us or collected by you, it is your responsibility to inspect them to ensure that they are suitable, free from damage and fully functioning. If any defect or damage is noted, it is your responsibility to notify us within thirty (30) days of delivery. In these circumstances you will be entitled to either a replacement re-delivered at our expense, or a full refund including any delivery charges you have paid. We strongly recommend that all products are inspected upon receipt whether you intend to install or use them straight away or not as we cannot accept return outside of this thirty (30) day period. This policy does not affect any other product safeguards to which you are entitled under product warranties.

4.4.2. If you suspect that your goods have developed a fault, first check that the problem is not something like a blown fuse on an electric fire or soot deposits on a gas fire pilot or batteries for a remote control appliance. Check the manufacturer’s manual, specifically the fault finding/troubleshooting section to see whether you can resolve the problem yourself.

4.4.3. If the problem cannot be easily rectified, the next stage will be to arrange for your installer to return to check that the fault is not due to incorrect installation. If the installer is satisfied that the fault has not occurred through incorrect or poor installation, they will need to complete a report which should help determine where the fault is which we can forward to the manufacturer. We are not responsible for any charge(s) incurred by you from your installer.

4.4.4. If the fault remains unresolved, please contact our Customer Service Department at your earliest convenience. We will offer a resolution most suited to the situation including, but not limited to: We shall arrange for either a replacement product or replacement parts to be supplied free of charge. These parts will be delivered to you at our expense and the faulty item shall be collected. For damage claims we will require photographic evidence sending and a description of the damage by email to The manufacturer may determine that it is necessary for one of their own engineers to visit to rectify the issue. We will reimburse any amounts you have paid to us within thirty (30) days of return of the goods, having deducted any return, repackaging or retrieval costs and administration fees if applicable. Please note, any faulty items must be seen by an authorised engineer and a report must be submitted in writing to us before any action can be taken. If your goods are not found to be faulty or it is concluded that the issue is one of user error, a call out fee may be incurred. All goods supplied are covered by the terms and conditions of the manufacturers guarantee for a minimum period of twelve (12) months. This guarantee specifically excludes faults caused by accident, neglect, misuse or normal wear and tear. Consumable items such as fuel effects, stove glass, fire glass, fire bricks, baffles, bulbs and batteries are not covered under manufacturers warranties.

4.4.5. Gas fires will produce some levels of carbon soot which is produced when the flame impinges on the fuel bed of the fire. This will be more apparent on lighter fuel beds such as pebbles and driftwood. This could begin to happen as soon as the fire has been installed. This is not a fault with the fire and in no way affects the performance of the appliance. Regular Maintenance such as removing the fuel effect and lightly brushing the carbon deposits off should help. We shall not be liable for any losses, costs, damages, charges or expenses should this occur.

4.4.6. If goods need to be collected by us, we are unable to offer timed collection. Collections by a courier company can take place any time between 08:00 and 18:00

4.4.7. Refund will only be issued once the goods have been returned/collected and have been checked by our returns team.

4.5.Goods Which Have Been Installed

We are unable to offer an exchange or refund in line with the above points if you have installed your item(s). This does not affect your warranty period as detailed in 4.7 or the points laid out in 4.4.4

4.6. Refunds

If you are due a refund of any description according to any of the above terms, once the details have been agreed with us, we will raise a refund for the necessary amount which will be processed within fourteen (14) days from that point. All refunds will be paid back via the method that the items were paid for originally and cannot be paid back via any other method.

4.7. Product Guaranties and Warranties

All of the products we supply will be subject to the warranty terms laid out by the specific manufacturer. We strongly advise that you familiarise yourself with the individual terms.

4.8. Discontinued Products

In the event that the manufacturer or distributor has discontinued a product that requires repair or replacement, we reserve the right to offer the most similar existing product in the place of the faulty unit.

4.9. Consumer Rights

As a consumer you have legal rights when making a purchase, as outlined in the Consumer Contracts Regulations, and at Manor House (KENILWORTH) Ltd. We take these very seriously and work hard to ensure that all your rights are upheld swiftly and fully. All of the above terms pertaining to cancellations, returns and refund are all in accordance with these rights. For impartial information or advice on your consumer rights we would recommend visiting: Which Consumer Rights

4.10. Complaints

At Manor House (KENILWORTH) Ltd. We take customer service very seriously, and it is our aim to provide every customer with top quality, professional service in every situation. We understand that sometimes things can go wrong and that this can cause frustration and inconvenience. In such situations where we fall short of the standard to which we aim to deliver, we will always do our best to resolve the situation quickly and effectively. If you feel that we have missed the mark or have been unhappy in any way with the service we have provided please feel free to send your comments and complaints to: Manor House (KENILWORTH) Ltd, 51-53 Warwick Road, KENILWORTH, CV8 1HN or email us at

5. Our Services

5.1. Product Installation

We do not offer any installation for products purchased through our website. We recommend seeking advice and help from qualified individuals or companies. We accept no responsibility or liability for any damages or injuries sustained, whether to property or persons, during the installation or un-installation of products including, but not limited to; damage to the products themselves and to installation area.

5.2. Booking installation

Whilst all care and diligence is taken to ensure that goods are delivered to you on time and in working order, delays or damage can occur due to unforeseen circumstances. As such, we recommend that you DO NOT book any installation or employ any workmen until you have received your goods in full and are entirely satisfied with their condition and suitability. We will accept no liability or responsibility for any charges incurred from fitting, installation or delays of any description.