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| About Us All Time Grates are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page. Our Contact details: All Time Grates Fitzherbert Road Farlington Portsmouth Hampshire PO6 1RU United Kingdom Phone: 02392 208080 Email: enquiries [at] alltimegrates [dot] co [dot] uk |
| Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. We accept most Cards. You may send your credit card information via phone, fax, snail mail or SECURELY using our ssl encrypted payment system. Look for the padlock on the the bottom left of the internet explorer window. Once we have received your order we will check all the details over carefully at which point we will either send you a return email accepting your order with details of delivery, or we may telephone you for further information. At this point we will be able to answer any additional questions you may have regarding your purchase. Once this is done and payment in full has been received, we will then process your order as quickly as possible to ensure you receive your goods promptly. Although we are frequently asked, we may be unable to confirm whether it will be an AM or PM delivery due to the varying types of carriers we use and the general logistics of the road network on the agreed day of delivery. |
| Shipping And Handling Shipping is free for almost everything of our items in Mainland UK. Heavier items will incur an extra fee, as will shipping to Isle of Wight, Scotland Highland, Northern and Southern Ireland Once you order is processed we will only deliver the goods to the delivery address that you have given us and we reserve the right to refuse delivery to any particular postcodes as stated in our terms and conditions. We will use a reputable carrier to transport your goods and you will be required to sign for them on receipt. Please be aware that we cannot accept any claims for damage caused by the carrier once you have signed for them as "received in good condition" or words to this effect that appear on all carriers delivery notes. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign "unchecked" if you are unable to check any item thoroughly on receipt. If within 7 days after receiving the goods you find any damage not visible at the time of delivery, you should report it to us immediately in writing by email, letter or fax. Failure to do so will not entitle you to a valid claim and we shall have no further liability for the goods said to be received damaged or missing on delivery after the 7 days from the delivery date have passed. Similarly if any items are found to be damaged or parts missing on receipt we will arrange the exchange / replacement part or goods to be sent to you free of charge as soon as possible. If however you are not satisfied with this and wish to return the goods to us you can, although on receipt should we find them to be in full working order without damage, then these goods will incur a minimum administration handling charge of 20% of the purchase price along with the cost of any carriage we may have incurred in the delivery or return of the goods which will be deducted from any monies owed to you due for a refund. Please notes cast Iron or stone fireplaces are heavy, therefore for your convenience commercial pallet carriers will deliver using 'Tail-lift' lorries. They will be responsible for delivery to your home cerb-side/road-side ONLY and not for positioning inside your home. It is recommended that you have a Sack Truck or the help of a neighbour or friend to move the delivery into your home. As soon as we have delivered the goods you will be responsible for them. If however you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the carrier tried to deliver the goods to you. The carrier shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for a additional delivery charge caused by these events in the re delivery of the goods for a second time. You should also be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any contract you have with us for services we have carried out by on your behalf e.g. postage and packaging services. |
| Delivery Schedule Whilst we normally despatch stock items within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. However rest assured we will despatch the item to you as quickly as possible or as soon as it becomes available, although if the order is delayed by more than 14 days you will have the right to request a refund and to cancel the order. We also strongly advise you not organise the installation of your goods with any qualified installer based on any provisional delivery dates given to you, as goods can sometimes be short delivered, arrive damaged or can be lost in transit to you. |
| Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait. |
| Tax Charges For orders made from the UK or the European Union, 17.5% VAT is added. |
| Credit Card Security When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. We do not hold your card details after processing them. |
| Guarantee We guarantee your satisfaction. If you have a problem with your order please contact us as early as possible. However, It is your responsibility to choose a product of appropriate fuel type, chimney needs and dimensions. Once we have delivered your product, you are responsible for storage and installation. Solid fuel stoves should be fitted by a qualified HETAS engineer. Gas fires should be fitted by a qualified gas engineer. Click on the links to go to the relevant site to source an engineer. HETAS Gas Safe Register We recommend that you do not book a date for fitting until the item has been delivered. We specialise in supplying stoves and fireplaces at bargain prices. We ask you to help us keep prices low by taking responsibility for ordering the correct item, and clearly specifying any options you require. Costs incurred by you We are not liable for any costs incurred by you or any loss of earnings. For example if a delivery is delayed in anyway and you have to rebook an installer then we are not liable for any extra charges that the installer may charge you. We always recommend that you do not book an installer until you are in receipt of the goods and satisfied with their conditions. We are also not liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late or delayed. |
| Reaching Us If you need to reach us, please email us using the link on the 'Contact Us' page |
| Privacy Policy All Time Grates do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to: a. Take and fulfill customer orders b. Administer and enhance the site and service c. Only disclose information to third-parties for goods delivery purposes |
| Returns Policy Please note if you decide within the 7 day cooling off period that you simply do not wish to retain the goods or wish to exchange the goods, then the goods should be returned insured via recorded delivery to us undamaged and unused in a re saleable condition in their original sealed packaging where possible, with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged and Manufacturers were not able to fix it. Unfortunately we cannot accept any mistakes made on your behalf due to incorrect buying if for example a product is not suitable for your chimney or flue or you do not like the product. Hence a minimum re stocking charge of 25% will apply to the total purchase price paid plus any additional costs we may have incurred in the delivery and collection of the goods. We strive to supply goods in excellent condition. Stoves and fireplaces are both heavy and fragile, and need careful handling until installed. We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee. We cannot accept return of products which are damaged after delivery. Please also retain proof of insurance and posting as we will not accept any liability for goods lost or damaged in transit back to us. You must also email us in advance of any return and to obtain a returns number. We will not accept any goods being returned without a valid returns number clearly marked on the outside of the packaging as they will be refused on arrival. If on receipt of authorised returned goods we find the packaging, goods or that parts are missing, then we are entitled to make a charge for damaged or missing parts which may effect the amount that we refund to you. |
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