Refunds and Replacements
Contract of Sale
The contract of sale between Modern Stoves and the customer begins when the customer pays in full for the product. The title of goods passes to the customer when the customer receives and / or signs for the goods. If you cancel an order after we have dispatched it, we will be charged to return it to our warehouse, even if the products have not reached your address. You will be held liable for these charges and it will be deducted from your refund. Modern Stoves are a distance seller, in order for us to adhere to the Distance Selling Regulation we can only delivery to customers who have a live and operational email address. Customers who don’t wish to share an operational email address are welcome collect from our warehouse, with regret we cannot offer delivery.
All the stoves in our range carry at least 2 years parts and labour warranty, some Panadero stoves carry a 5 year warranty where stated in the on-line listing. In the unlikely event that there is an issue with your stove, please contact Modern Stoves on 0161 439 1400 or email: email@example.com to advise us of the problem. We pride ourselves on providing the highest level of customer support. Our promise to you as a customer is that you will always receive professional and honest advice from us, we aim to provide a completely transparent – no nonsense service.
The warranty does NOT cover the cost of removal or re-installation of any stove / appliance. The warranty does NOT cover loss of time or loss of earnings.
Modern Stoves make no assurances or guarantees as to the suitability of installing or using any appliance in your property. It is the sole responsibility of the buyer to check that an appliance is suitable and we recommend that you make your own checks prior to purchasing. We do not carry out site surveys or appraisals unless you specifically employ us to do so, both prior to, and outside of the purchase of your appliance. If you are in a smoke controlled zone, you may need to buy a Defra approved stove, or burn “approved” fuels. The Defra web site contains a comprehensive listing of hundreds of UK suppliers of “approved” fuels.
Prior to installation it is the responsibility of the customer to inspect the appliance to ensure that they have the appliance as advertised and ordered, and to check for any signs of damage or product fault, this should include all moving / sliding parts. In the event that an issue is discovered we require that you advise us as soon as reasonably possible and before the item has been installed and used.
Damage in Transit
In the unlikely event that you receive a product that has been damaged in transit, or if you are in any doubt as to the condition of the delivery, then please feel free to refuse it. Please note that you must check any item before accepting it from the courier, it is your responsibility to check all items for damage when you receive them. Once you receive your goods we would expect you to check all items and report any damages or discrepancies to us within a reasonable amount of time, for the avoidance of doubt we would define a reasonable amount of time to be within 24 hours. Please email firstname.lastname@example.org within a reasonable amount of time. Title of goods passes to the customer on delivery (subject to payment in full). Any damages must be reported by writing within a reasonable amount of time (24 Hours) from receipt of delivery. If you are unable to inspect the goods within 24 hours, you must advise us by email, we will then allow a further 24 hours to inspect the goods and report any damages.
All damages must be recorded with photographic evidence, unmoved from where the pallet was delivered by the courier company. We cannot and will not honor any claims for damages outside the reasonable time period stated above, or for goods moved from the pallet and/or into your property. All goods MUST be inspected before being removed from the pallet and reported to us with photographic evidence at email@example.com within 24 hours of delivery.
Modern Stoves will not be responsible for any costs you incur from buy or sourcing parts yourself from an alternative supplier in order to meet a shortfall or to replace damaged or faulty items. If you decide not to check the goods within 48 hours of receipt, any damage is your responsibility.
In the event that your delivery is delayed in any way, and you have to re-book an installer, we will not be held liable for any extra charges that the installer may charge you. We are also not liable for any loss of earnings because of you taking time off work to accept a delivery, even if it is late or delayed.
PLEASE NOTE: The paint on the stoves is soft until you have a few fires where it will harden and cure. Should you receive your stove with paint blemishes please contact us by email and we can send you the same paint from the manufacturer to restore the paint finish (All Panadero stoves arrive with an aerosol can of paint for this purpose). We, and the manufacturer, consider blemishes to the paint finish to be repairable and therefore will not offer an exchange or refund on stoves with paint blemishes.
Refunds & Returns Policy
We offer a 14 day cancellation policy on all products that we sell. It is our absolute aim to ensure that you get exactly what you ordered.
In the unlikely event that you are unhappy with your purchase you must advise us within 14 days of the day after the delivery of the item, you must then return the item within 30 days. We would advise that you put the cancellation in writing for your own records. You must advise us if you are going to return an item. It is the responsibility of the buyer to return, or pay for the return of the item, unless otherwise agreed with Modern Stoves. If you wish to cancel your order after we have delivered the item we will deduct the cost of delivering the stove to you. We cannot accept the return of a stove unless it is contained in its original crate and packaging, because we are unable to handle, store or resell a stove that is not safely contained in it’s original woodend crate and packaging.
In the unlikely event that you discover that your stove purchase is unsuitable for your property, and the appliance is unused and still in its original packaging, you may request to exchange the stove within 30 days of purchase. You will be required to pay for any delivery and collection charges and the exchange must happen at the same time of collection of the appliance that is to be returned. We reserve the right to refuse the return if the appliance is found to be used or damaged. We will not make an exchange, or refund for any product that has been altered, or changed to the bespoke request / requirements of the customer.
In order to accurately track the returned item, please request a returns number “prior to returning any item” so that we can identify it.
In order to accurately track the returned item, please request a returns number “prior to returning any item” so that we can identify it. The item should be returned in its original condition in order to receive a full refund. The item should also be returned and its original packaging, in addition it is your responsibility to ensure that it is adequately packaged to protect it from damage on its return journey.
The item must be returned in its original condition in order to receive a full refund. If you do not return the item in its original condition then the value of the item may be affected and consequently we may deduct an amount to cover this loss from your refund.
Failure to return the item in adequate protective packaging may lead to damage in transit for which the buyer is liable. If you do not return the item in its original condition then the value of the item may be affected and consequently we may deduct an amount to cover this loss from your refund.
Modern Stoves will do their utmost to make an accurate estimate and calculation of the flue parts you may require, however since we don’t carry out site surveys, we will not accept any responsibility for any shortfalls, or over supply of parts. It is the responsibility of the HETAS qualified installer to ensure that sufficient parts are used to complete a safe installation that meets with building control regulations and HETAS rules. Any parts that are supplied, which become surplus to requirements can be returned (within 30 days), or you are welcome to purchase addition parts, if more are required to complete your installation. The buyer is responsible for any carriage charges incurred when buying, or returning any additional parts. Any damages must be reported by writing within a reasonable amount of time (48 Hours), from receipt of delivery. Modern Stoves will not be responsible for the cost of any parts that you buy or source yourself from an alternative supplier in order to meet a shortfall or replace a damaged or faulty item.
PLEASE NOTE: If you wish to make a return the time limit for return is 14 days after the day on which you inform us that you wish to cancel. If you cancel an order, you must return the item without undue delay and in any event no later than 14 days after your cancellation. Modern Stoves reserve the right to claim for any financial losses incurred where the customer cancels their order or returns goods, including any delivery costs incurred in the supply of the goods. Orders for stove glass are bespoke and cannot be cancelled, returned or exchanged.
If an item is returned after 14 days, you may incur a restocking fee of 15% of the value of each item that is returned. Items must be returned in their original condition and packaging.
The return costs are the responsibility of the customer.
In order to avoid confusion over title of goods, Modern Stoves will not collect, or send a courier to collect any items that you wish to return. Strictly without exception, the return costs for goods that are unwanted, or surplus to requirements, is the responsibility of the customer. Without exception it is the responsibility of the customer to organise the safe and secure return of any items you wish to return.
TITLE OF GOODS: The title of goods remains with the customer until Modern Stoves accepts receipt of the returned goods. Proof of postage does not constitute the passing of title of goods to Modern Stoves. The goods will always remain the property of the customer, and therefore the responsibility of the customer, until Modern Stoves signs for, and accepts the returned goods. When returning goods we strongly recommend that you take out adequate insurance to cover against loss or damage. Modern Stoves will not be held liable for any losses or damage incurred during, or in the process of returning goods. Modern Stoves will not provide a refund for any returned goods that fail to arrive at our premises, or that are returned damaged or incomplete.
- Any refunds can only be made back to the source from where the payment was originally made, i.e. credit or debit card or PayPal, and cannot exceed the original purchase price from Modern Stoves. Where a discount has been applied the refund value will be the actual purchase price.
A stove, pellet burner, heating appliance, hot water cylinder, chimney system, flue parts and associated plumbing must only be installed by a competent installer as defined in the relevant building regulations. Failure to do so, may cause damage to product, damage to property, cause injury and invalidate the warranty.
- UK Laws Apply, even when items are purchased or delivered outside the UK.
Modern Stoves – (ZORBA TRADING LIMITED) Longfield Business Park, Hall Moss Lane, Stockport, Cheshire, SK7 1RB – Visitors “STRICTLY” By Appointment Tel 0161 439 1400