Product information is offered in good faith, but should only be regarded as a guide. Confirm any details before making any purchasing or contractual arrangements. E&OE.
Neither The Flue House or any of their associates or employees can accept any liability for errors or omissions on this web site. We make every effort to provide accurate information, but errors and omissions are possible. Dimensions and other specifications given on this site are mostly as provided by the manufacturer and may be approximate (sometimes manufacturer-supplied information is contradictory). Specifications may change without notice. Please confirm any specific details before ordering.
All prices shown on this website exclude VAT at the prevailing rate. All goods and prices are subject to availability from our suppliers. You can pay by cheque, debit card or credit card. Goods remain the property of the supplier until paid for in full.
Usually our products are delivered within 7 to 14 working days, you will be contacted of the lead time by email. Free standard delivery is available for the majority of orders over £250 to mainland UK. Additional delivery charges apply for orders to offshore islands. Purchases under this amount incur a nominal £20.00 delivery fee. If there is likely to be a problem with access for a large 7.5 tonne lorry, please contact us in advance of placing your order. Examples of areas that we cannot deliver palletised orders to are: long, gravelled drives, areas inside walled cities with height restrictions from all directions, narrow lanes. We will do everything we can to make alternative delivery arrangements if you contact us in advance.
If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return of the product. If you have not told us of any potential problems, we shall have to hold you liable for these charges.
If you cancel an order after we have started to ship it, we regret that we have to make a shipping charge to return it to our warehouse, even if the products have not reached your address.
Dispatch for delivery can take up to two weeks in some instances longer, depending on availability, you will be emailed an estimated delivery date from our Customer Services team at the time you place your order. Cheque payments must be cleared before goods can be released from stock.
The carriers will normally contact you a day or two before delivering, to arrange a suitable delivery date and time. The carriers will only deliver the goods to the nearest entrance to your property; they will not be able to bring the goods inside. This is for insurance and health and safety reasons.
Delivery is usually made on a pallet if the order is large, or by courier delivery if the order is smaller.
Please ensure that there will be someone at the delivery address on the day scheduled for delivery, available to help the driver unload and take the items to the delivery destination.
Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition, we ask you to thoroughly check all goods within 48 hours of receipt, after this time period it is difficult for us to accept claims for damage in transit or missing items. If goods are damaged and have been signed for in good condition we will require photographs of the damage.
When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.
It is your responsibility to choose a product which suits your needs Once we have delivered your product, you are responsible for storage and installation. It is your responsibility to ensure that products are installed correctly and in compliance with current Building Regulations and the I.E.E (Institute of Electrical Engineers) Wiring Regulations. Contact the Building Control Officer of your Local Authority to find our how these regulations apply to you.
All product warranties are conditional. Conditions of the warranty only apply when an installation is certified by a registered Hetas installer or your local building authority.
This is evidence that the installation has been completed correctly and therefore passing current building regulations.
We strongly recommend that you do not book a date for fitting until the item has been delivered. We ask you to help us keep prices low by taking responsibility for ordering the correct item, and clearly specifying any options you require.
The Flue House have no affiliation to and do not recommend any installers, it is the customers responsibility to ensure the fitters are suitably qualified to fit their product. If you are unsure then we recommend checking on the HETAS or Gas Safe approved web sites.
All sizes and measurements are approximate we do however try to ensure that all sizes, measurements and images on the web site are as accurate as possible. All pictures on the web sites are for illustrative purpose only, and may not exactly match the product itself. Colours may vary to those illustrated and can look different on other computer screens. We never knowingly publish misleading or incorrect product descriptions or images.
Please note that we are unable to accept returns of Flexible Flue Liner for any reason - whether you have changed your mind or have ordered the wrong piece/size or length in error. The reason is that flexible flue liner is a bespoke item and made to order. We are sorry for any inconvenience this may cause.
If the goods are returned after 14 days but within 30 days, then a refund will be issued minus a 20% restock charge.
If the goods are returned after 30 days, then we will be unable to provide a refund.
You have a 14 day cooling off period from receipt of your order to inform us that you wish to return the item. You will then have 14 days to send the item back to us (at your own cost) and will receive a full refund, including any original postage charges ( but not including return postage charges) within 14 days of us receiving your unwanted item. It is recommended that you use a courier with a tracking facility. Refunds will usually be issued within 3-5 working days but may take up to 14 calendar days.
Only the price of standard postage will be refunded. If you have opted to pay extra (for an AM or Sat delivery) you will only receive the price of standard delivery as part of your refund.
If items are returned to us in a condition other than that resulting from necessary handling and inspection of the goods (e.g. an item is returned with unreported damage) a reasonable deduction will be made to your refund.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 14 days of the goods being delivered.
Damaged goods should be noted on the delivery docket with the courier and preferably refused rather than accepted from the driver.
If your item(s) are faulty or damaged upon receipt, you must inform us within 30 days to be eligible for a refund. Your items will then be collected from you by ourselves, or by a courier. Please note that it may not be possible for us to provide you with the specific time or date your collection will be made, however, all goods will be collected within 14 days from the date the fault/damage was reported. After we have the item(s) back in our possession a replacement will be issued within 14 calendar days, unless you have requested a refund in lieu of a replacement item.
If outside of the 30-day period, you will not be eligible for a refund, however, you have up to six months to request a replacement/repair of the item, but only if the item was damaged or faulty at the time of delivery.
Please note that we may be unable to send any replacements until the original is back in our possession.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 30 days (for a refund) or six months (replacement only) of the goods being delivered.