Return Policy




A1: All deliveries are to UK mainland only, via an independent courier service and the total price, including delivery, will be verified upon request of an order.

A2: All prices are inclusive of VAT & we cannot be held responsible should an item be offered at a lower price at a later date.

A3: The appliance will only be delivered to the billing address given at the time of the order, unless agreed by both parties.

A4: All goods are subject to availability & may be withdrawn at any time. If a product has been withdrawn by the supplier we will contact you with suggestions of a suitable alternative. Full refunds will be issued should there not be any other suitable option accepted by the customer.

A5: All web site images are taken from official images therefore we cannot be held responsible for any deviations from these images.

A6: The purchase will only become a legally binding contract upon confirmation of the order.

A7: If we, or our suppliers, are out of stock the customer will be made aware of any delays in the dispatching of goods with no costs additionally incurred to ourselves for any delays.

A8: Should the customer require an appliance by a specific date, providing we can obtain the goods, outside the normal delivery schedule there may be an additional charge incurred. Please check additional costings when making the order.

A9: All deliveries cover ground floor only. Should you require any special request, as in above ground floor delivery, please inform us at the order stage as this may incur an additional cost from the courier.

A10: If you are unable to take delivery on the agreed date please inform us at least 24 hours prior to the date otherwise there may be a second delivery charge.

A11: Please examine the goods as soon as reasonably possible, upon receipt, for any damages or missing items. Any concerns must be stated to us within 2 working days of receipt of the goods by telephone or E-mail. We cannot be held responsible for any damages or missing parts within a reasonable time after delivery.

A12: Should the appliance require additional accessories for installation e.g. a spacer kit for a fire, they must be requested at the time of the purchase. Any accessories not ordered at the time of booking will have the additional accessory & carriage charge. It is recommended that when you place the order that you specify to us the product & the site installation details as we will be able to advise you accordingly.

A13: All products are available for collection.



B1: If you are not completely satisfied with the product ordered for any reason you have the right to cancel your order within 7 working days from the date of delivery for a part refund PROVIDED THAT YOU RETURN THE GOODS, AS RECEIVED, IN “AS NEW” CONDITION, UNOPENED & IN THEIR ORIGINAL PACKAGING.


If you have opened the box to examine the product & accessories it must have been done in a way without damaging the box or packaging and must be re-sealed as received, in a re-saleable condition.

B2: Please contact us prior to returning any goods to request the return and to ascertain the reason for the return of the product(s).

B3: Should you need to return any goods please ensure you have taken out any relevant insurance for the return as we cannot be held responsible for any damages or losses caused by the returning courier.

B4: Upon receipt of the goods we will examine them for any unreported damages, lost manufacturer’s paperwork or accessories and that they are in a re-saleable condition, in their original packaging, before we can issue a refund.

B5: We cannot be held responsible if a fire is not suitable for your chimney or flue as we always strongly advise that the customer has a site survey prior to ordering the appliance & there would be a 30% re-stocking fee (Our suppliers policies), after receipt of the goods back in re-saleable condition, should this arise. A 30% re-stocking fee will also be levied if goods are not returned with 7 working days of receipt of the appliance(s). We also reserve the right to refuse any returned appliances after 7 days, unless agreed by both parties.

B6: We are unable to refund “special order” goods, unless damaged in transit, specifically ordered by the customer, to suit their unique request.

B7: Refunds will be given only after the above returns policies have been totally adhered to & the goods have been inspected by our returns department.

B8: You will receive a full refund (less delivery) within 7 days upon receipt of returned goods providing that the appliance & packaging are in the condition stated previously & are in a re-saleable condition.

B9: If goods are returned in a condition that we would be unable to resell them, as new, we will be unable to accept the returned item(s).



C1: Should the appliance develop a fault please initially refer to the fault finding / troubleshooting section in the manufacturer’s instructions to see whether you are able to resolve the problem yourself (e.g. Blown fuse on plug with electric fire, battery flat on remote control etc).

C2: If the fire is still WITHIN the particular manufacturer’s guarantee period please contact us to arrange a prompt, free, visit from a service engineer from that relevant fire manufacturer. If the goods are found not to be faulty and the problem is to do with the installation, the manufacturers may incur a call-out charge to the customer.

C3: All appliances are covered by the terms & conditions of the manufacturer’s guarantee for a minimum of 12 months. Their guarantee will exclude any faults caused by misuse, damage, accident, neglect or normal wear & tear.

C4: FLAVEL offer a 3 year guarantee on the provision that the GAS fire has been annually serviced. Please refer to Flavel directly for their terms & conditions. FLAVEL electric fires carry a 2 year guarantee.

C5: ALL gas fires produce some levels of carbon soot which can be created when the flame hits the fuel bed. This can be more apparent on lighter coloured fuel beds or “pebbles / Driftwood”. This is NOT a fault & is totally HARMLESS. The soot will burn off as soon as the fire is re-ignited. This can be reduced by carefully rearranging the “coals” so that flame tips are not hitting corners of the “coals” and also the occasional removal & gentle brushing to remove the carbon soot. We cannot be held responsible for any losses or damages should this occur.



D1: We adhere to strict security procedures in the storage & disclosure of any information you have given us & under the DATA Protection Act you are able to contact us at any time to disclose any information that we hold about you specifically.




E1: In the unlikely event that you wish to complain about the services you have received from ourselves please contact us in writing:

Derby Gastech Ltd,

217 Upperdale Road,


Derby. DE23 8BS

We will endeavour to address your concerns within 5 working days upon receipt of the complaint.


All above terms & conditions will not, in any way, affect your statutory rights.