Terms & Conditions

Terms & Conditions
*COVID19 safety measures*

We request that you please notify us as soon as possible if yourself or anyone in your household tests positive for COVID19. We are still able to deliver your goods, however delivery drivers will not be allowed to enter your property, therefore goods will be delivered to garden or garage space. 
Thank you for your understanding and co-operation during these difficult times. 

Clearance items

Any items purchased within our clearance, maybe subject to slight damage or defects. We will do our upmost to ensure that these are explicitly stated on the description of the clearance product. Please note a delivery surcharge of £0.50/mile applies to clearance items outside of a 20 mile radius. Mileage is calculated from our Knowsley showroom at L33 7TW. A member of our team will contact you after ordering to take payment. Please note, clearance items are strictly non-refundable. All electric fires purchased in clearance sale come with 1 year warranty. 


  1. All marble suites are made from 100% natural based materials and each have their own individual beauty. Photographs are for illustration purposes only and actual product may vary.


  1. All goods must be signed for upon delivery, in the event there is no one present to sign then delivery will be rescheduled.
  2. Upon delivery customers have 30 minutes to check the goods and report any discrepancies to the delivery team.
  3. It is the customers responsibility to check the goods on delivery to ensure they are of satisfactory condition.
  4. By signing for the goods customer is confirming satisfaction with the goods and proof of delivery.
  5. After a signature is obtained, the customer holds full responsibility for the goods.
  6. Any damage after the goods are signed for are the responsibility of the customer. Bespoke Fireplaces Ltd holds no responsibility.
  7. Goods can be delivered between 7am and 7pm. However, this is subject to unforeseen delays and times may vary.


  1. The instruction manual and installation video provided by Bespoke Fireplace Ltd acts as a guide only.
  2. It is the customers responsibility to check there are no risk elements such as wiring or piping in the location where the fire will be installed.
  3. Bespoke Fireplaces Ltd holds no responsibility for the fitting of the goods.

£100 deposit scheme

  1. Deposit of £100 is strictly non-refundable.
  2. Remaining balance must be paid within 90 days of placing the original order.
  3. No goods will be shipped until payment has been received in full.
  4. Standard shipping times apply from receipt of full payment of goods.
  5. In the event that the goods are out of stock or on pre-order, priority is given to orders in which the total invoice has been paid in full.
  6. If the product purchased is not in stock at the time of full payment being received, you the customer will be prioritised when stock is next available.


“We” or “us” means Bespoke Fireplaces Ltd, trading as fireplace-factory.co.uk of
unit 6a Ashcroft Road Knowsley Merseyside L337TW
“You” means the person who buys or agrees to buy goods from us.
1. The contract between us
We must receive payment of the whole of the price for the goods that you order in cleared funds before your order can be accepted (the “Order”). Once payment has been received by us we will confirm that your Order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your Order brings into existence a legally binding contract between us (the “Contract”).
2. Price

1. The prices payable for the goods specified in your Order are as set out in our website.
2. Delivery options will be available at point of checkout
3. Description of goods

1. We may make changes in the specification of the goods which do not affect their quality or performance where such changes are required to conform with any applicable legal requirements.
2. Photographs provided on the website are for illustrative purposes only and may not exactly match the goods themselves.
3. The goods are only suitable for use within the United Kingdom. If you intend to use the goods outside of the United Kingdom, please contact us to discuss your specific needs so that we can advise as to whether or not goods are suitable for your intended use.
4. Right for you to cancel your contract

1. The right for you to cancel your contract as set out in this paragraph 4 does NOT apply to goods you have ordered which are manufactured to your specification.
2. You may cancel your contract with us for the goods you order at any time up to the end of the fourteenth calendar days from the day after you receive the ordered goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
3. To cancel your contract you must notify us in writing, e-mail or by phone. We strongly recommend that you cancel with us by e-mail or letter so that there’s a record of the cancellation.
4. If you have received the goods before you cancel your contract then, unless you are unable to cancel your contract under clause 4.1 above, and you wish to return the goods yourself then you must do so without undue delay and no later than 14 days of the day on which you notify us in writing that you are cancelling your contract. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and either request that we collect the goods or arrange for them to be returned to us..
5. Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 14 days of the goods been returned to us. Provided that the goods in question are returned as new, in their original packaging and in the condition they were in when delivered to you. If they aren’t returned in an as new condition then we reserve the right to reduce the refund so we can repair the goods. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
5. Cancellation by us

1. We reserve the right to cancel the contract between us if:

1. we have insufficient stock to deliver the goods you have ordered;
2. we do not deliver to your area; or
3. one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
2. If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
6. Delivery of goods to you

1. We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order unless otherwise agreed in writing with you. Delivery costs displayed are for UK Mainland only for addresses in the Isle of Wight, Isle of Man, Channel Islands, Isle of Skye additional delivery charges will apply.
2. We will inform you of the anticipated delivery date for the goods which you have ordered and any date notified to you for delivery will be approximate only. Where you are getting a third party to install the goods you should not make arrangements for such third party to install the goods until you are in receipt of the goods.
3. You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
4. Goods damaged in transit must be noted at the time of delivery, documented on the delivery note and delivery refused. It is your responsibility to check the goods for damage with the delivery driver and to notify us of any damages within a reasonable period. We will not accept claims for goods damaged in transit that were signed for as being in good condition.
5. A signature will be required when the goods are delivered. We are under no obligation to identify the person signing on your behalf or to establish whether or not such person is authorised to sign for the goods on your behalf.
6. Where we have agreed a delivery date with you and our carrier it is your responsibility to be there to receive the delivery on the agreed date. If you are not present to receive the delivery on the date that we have arranged with you, then we reserve the right to charge you a minimum of £50 to cover the cost of the failed delivery.
7. For palletised deliveries, the goods will be delivered as close as possible to the front door of the delivery address you have given us. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats), or any other obstruction, delivery will be made as near to your property as possible.
8. For palletised deliveries, the driver is NOT insured to take the goods inside your property. The pallet will be delivered to a location as stated in clause 6.5, and it is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside.
7. Liability

1. If the goods we deliver are not what you ordered or are defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 working days of the delivery of the goods in question.
2. If you go ahead with installing an item that has arrived incorrectly or defective we shall have no liability to you as you should notify us of these points ahead of installation at which point the item has been deemed acceptable.
3. If you do not receive goods ordered by you within 60 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 30 days of the due date for delivery of the goods under the Contract.
4. If you notify a problem to us clause 7.3 above, our only obligation will be, at your option:
1. to make good any shortage or non-delivery;
2. to replace or repair any goods that are damaged or defective; or
3. to refund to you the amount paid by you for the goods in question in whatever way we choose.
5. For defective goods returned to us we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective goods. Goods returned by you because of a defect not caused by you or your servant or agent will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us
6. Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition or where delivery does not take place on the anticipated delivery date notified to you and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under clause 7.3.3 above.
7. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
8. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
8. Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Fireplace factory T/A Bespoke fireplaces Ltd Unit 6a Ashcroft road Knowsley Merseyside L33 7TW and all notices from us to you will be displayed on our website from to time.
9. Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
10. Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
11. Privacy
You acknowledge and agree to be bound by the terms of our privacy policy.
12. Third party rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
13. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
14. Entire agreement
These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.


In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay in 3
  • Financing

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.