Customer Service

 

Introduction

Our website is owned by FlueSupplies.com and operated by FlueSupplies.com, part of the Sidando Group of companies. When purchasing from our Flue Supplies website or by phone you will be subject to the following list of terms and conditions.

 

Prices / Local Taxes

All the products on FlueSupplies website are stated in GB pounds (this does include delivery charges).


We endeavour to ensure all our prices are correct. In the event of any error, we will make you aware of the correct price prior to the processing of your order. We will be happy to cancel the order process if you no longer wish to proceed in this case.

 

Order Cancellation

This must be done by way of a written letter /telephone / email or any other durable form.

 

Customer Order Receipt

When you place your order with us you will receive a confirmation email including your invoice/sales receipt, with details of your delivery address and products ordered. We would ask all our customers to double-check the invoice/sales receipt for accuracy as soon as possible and report any discrepancies to us. We will send out all sales receipts by email to the address given to us by phone or via the internet. We would expect you to receive your sales receipt by email within the day of your order being placed. Please give us a call if your sales receipt does not arrive.

 

Please note : it is sometimes necessary to Substitute some items depending on Manufacturers Supply , any substituted items will be of equal value and Quality to the item ordered . Don't worry as this has only been necessary in one customer case in the last 5 months.

 

Dispatching Goods / Delivery

 

Please be careful when unwrapping all of our products as the majority are made from VERY SHARP stainless steel and will cut you with ease SO BE CAREFUL.

 

Please also take additional care with the flexible liner (in all grades and sizes) as the end of the flexible liner are extremely sharp.


All goods are dispatched in accordance with delivery times stated on Flue Supplies website. Our aim is to dispatch all your goods on the same day your order is placed, subject to stock and availability. Special order items can take up to 14 days from date of receipt of order. For all delivery information, please refer to the delivery times on Flue Supplies website.

 

We use both our own vehicles along with DX and Fedex who we feel offer the best UK delivery service.

 

All goods will be dispatched to the delivery address stated to us at the time of order. Should you wish to change your delivery address after your goods have been dispatched, there will be a one-off £10.00 fee to cover our admin costs.

Once Your goods have been dispatched from our distribution centre via DX - FedEx - our own vans we reserve the right to charge a one -off £15.00 charge for refused deliveries by the customer to help cover costs incurred by Flue supplies .

 

Flue Supplies cannot be held responsible for late deliveries due to courier issues e.g. traffic /industrial action, etc. Whilst we take every action to ensure your goods arrive on time, Flue Supplies cannot be held responsible for any installer cost, or other related costs incurred due to late delivery of your goods, unless caused by gross negligence.

 

We ask all of our customers NOT to book any installers, or other related trade persons, until your delivery have arrived safely with you and have been checked as correct and in good condition.


Our deliveries must be signed for by the recipient upon delivery. Please check all outer packaging for damage prior to signing. If you are in any doubt please sign the delivery note as “damaged”.

Please open and inspect all items as soon as possible after delivery. ANY DAMAGES MUST BE REPORTED TO FLUESUPPLIES WITHIN 24 HOURS OF RECIEPT OF GOODS on 0844 800 6586 as we only have 24 hours to make a claim against the courier

Any shortages on delivery must be reported to Flue Supplies on 0844 800 6586 within a reasonable amount of time after delivery.

 

If you are out at the time our couriers attempt delivery, we will endeavour to deliver your goods on the following day. After two failed delivery attempts, our courier will require you to contact them personally to arrange a convenient time and date for re-delivery. If Flue Supplies or our courier is not contacted within 3 days of the initial delivery, you may be charged a re-delivery fee. Any goods or deliveries that get returned to FlueSupplies because the customer was out on two occasions and failed to contact our courier, will also incur a additional charge for re-delivery.

 

Our courier will attempt to deliver your goods to a neighbour if you are out at the time of delivery. If you do not want our courier to leave your goods with your neighbour, you must inform us at time of ordering.

 

Refunds and Returns policy

 

You have a 14 consecutive day cooling off period whereby your goods can be sent back to us (with the exception of bespoke items and the Flexible Flue liner - both solid fuel and gas - as the liners are manufactured and cut to your specific length). After seven days, the same will apply along with restocking charges stated below.

 

PLEASE NOTE: Your right to return items within the 14 consecutive day cooling off period ends on the 15th Day.

 

All goods that you return to Flue Supplies must be accompanied by either a Flue Supplies return form or a visible indication within the packaging of your contact details (e.g. name and sales receipt number) so we can identify where and whom the goods are from. Without this information we will not be able to deal with your returned item and your credit could be delayed.

 

Delivery charges are non refundable (Postage is only refunded in the unlikely circumstance that your items were faulty or incorrect on delivery) so you will be refunded the full value of the items returned minus the delivery charge. The cost of returning the item(s) is the customers responsibility, therefore we strongly recommend that you send the parcel by recorded delivery and keep a copy of the delivery number just in case your parcel is lost. We are not responsible for items lost by the delivery services used in the returns process.

 

Returns form

 

This form can be obtained either by calling our sales team, via an email request or downloaded from our website.

 

Alternatively, items can also be returned for credit to us after direct communication with Flue Supplies by way of a telephone call to our sales team or via post/ fax / or email to info@supplies.com. Please send all letters to our address at the bottom of our terms and conditions form. No goods will be accepted for credit unless we receive one of the above communications from the customer.

 

PLEASE NOTE: Goods returned to us within 14 days of receiving your order should be accompanied by all relevant customer contact details and contained within the item's original packaging. Your credit could be delayed if contact details are not sent to us with the item.


All goods must be returned in good condition and in it's original packaging. It is the customers responsibility and duty to take reasonable care of all goods being returned to FlueSupplies and must be returned by the customers own courier AT THE CUSTOMERS OWN COST. If the item is damaged when it returns back at our distribution depot, we will contact you directly, within a reasonable amount of time, to enable you to make a claim against you courier. 

We strongly advise you to take out insurance with your courier when sending your goods back to us.  If your goods are damaged when we receive them back, we will not be able to refund your returned  (shipping costs to be paid by customer)..  Goods returned after 14 consecutive days will be subject to a 25% re-handling charge.

 

Faulty and Incorrect Goods

 

If the goods you have ordered have been ordered incorrectly, please call our Sales Team on 0844 800 6586 and request a Returns Form. (This excludes special order goods or special manufactured goods whereby we reserve the right not to refund these items). No goods will be accepted back by us at FlueSupplies unless it is accompanied by our official Returns Form. Alternatively, you can fax or email us at info@fluesupplies.com, or write to us at the address below.

 

Please feel free to give us a call regarding any of the above.

Head Office

Flue Supplies, Unit 6-7 Link 20, Bellingham Way, Aylesford, Kent, ME20 7HD

Registered Office

Flue Supplies, The Stables Goblands Farm Business Center Cemetery Lane, Hadlow, Kent, TN11 0LT

 

VAT number: 940339138

Company Registration number: 06718065