Terms & Conditions

Welcome to www.coalfiregrates.co.uk terms and conditions. Please note that we comply with the newly revised Distance Selling Regulations (DSR).

All orders must be placed online using our secure online shopping facility, credit card details must not be e-mailed to us as no responsibility can be taken if given this way. We reserve the rights to refuse to sell at our own discretion and also reserve the right to limit the quantity of an order for any item. We reserve the right to alter our prices and specifications without notice.

We accept all major credit cards including Visa, Visa Delta, Visa Electron, Mastercard, Switch, Maestro, American Express, Diners and JCB. When the order is processed it will be encrypted using the latest Industry Standard Protocols and processed by Protx, information on this can be found atwww.sagepay.com. All credit card numbers are securely held and are not held in clear text on any website. When paying by card you must ensure that your details are as they appear on your card and that the address given is that of the cardholder’s details otherwise your order will not be successfully processed.

In the unlikely event that an item is unavailable, we will give you the option of a back order or we will cancel the order if you request this and give you a full refund.

Goods will be delivered to U.K. mainland by our courier service or if more convenient Royal Mail. We aim to deliver our goods to you as quickly as possible if you require a specific date of delivery we will do our best to enable this for you. If your delivery order charge reaches £11.99 we can then offer you FREE delivery for any additional items purchased.

* There will be a £6 surcharge added to your shipping costs if you live in remote regions of Scotland.

To return a product please read through the following information we advise you that we comply with the newly revised Distance Selling Regulations (DSR).

If any items are damaged in transit please report within 7 working days. If items are visibly damaged please do not sign for and return back with the courier. Once received back to us in the original packaging with all accessories and documentation complete we will replace your item a.s.a.p or reimburse you if required with carriage costs.

If your items are faulty on arrival you have 14 days to report this to us. Items should be returned complete in original packaging with all accessories and documentation. Once we have verified the fault we will replace the items or we will reimburse you along with any carriage costs.

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be ‘as new’ when returned to us in it’s original packaging. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received we will issue a full refund for the original product minus the original carriage costs.
Bespoke or special orders cannot be refunded if not wanted.