henleystoves

Terms & Conditions

Henley Stoves Terms & Conditions Returns Policy

For all return requests, we require our customers to contact Henley Stoves by email at service@henleystoves.com. The customer is requested to relay proof of incorrect item or damage by way of photographs to the main Henley Stoves office for review by EMAIL: service@henleystoves.com.

DAMAGE GOODS RETURN: Where an item(s) has been agreed for return, the returns form is issued by the return’s office for completion by the customer, and it is to be returned by email to: service@henleystoves.com. Once the form is returned and is deemed within the terms listed below, we will organise collection/replacements on the next available delivery. We will endeavour to rectify any issue as soon as possible. We will deliver the goods in a good and marketable condition. It is the customers responsibility to ensure all the goods are in order and the delivery corresponds to your purchase order. When the POD (Proof of Delivery) is signed it is accepted the delivery is in order. Goods not accepted on delivery as damaged or not in the delivery must be noted on the POD. Henley Stoves is not responsible for damage to goods after the POD is signed.

MANUFACTURING FAULTS: Manufacturing faults must be reported as soon as possible. Photographs are requested to be taken to show images of said faults and forwarded to service@henleystoves.com. On receipt of the images, Henley Stoves may organise to inspect faults if required. Please note colour variance in the stove is not considered a manufacturing fault and there may be colour variance in relation to enamel pipework and enamel stoves.

DAMAGES: All instances of damages must be reported within 72 hours from receipt of delivery. Please do not remove from packaging if damage is suspected. All damage products must be reported by email, to Henley Stoves with photographic evidence of the damage to service@henleystoves.com. If for any reason the photograph does not provide enough evidence for a decision to be made on a replacement, a Henley Stoves representative may inspect the products at the invoice level. Damages reported outside of the 72-hour window following confirmed delivery will dealt with on an adhoc basis and is at the sole discretion of Henley Stoves.

ADDRESS: All products that are approved for return must be at the original delivery address for collection and securely wrapped and palletised.

INCORRECT PRODUCT ORDERED: In the case of you, the customer, ordering the wrong product, Henley Stoves will take back any product which is in its original packaging untouched and in fully resalable condition and with no damages, with photographic evidence of same sent to service@henleystives.com. Henley Stoves may charge up to 30% (with a minimum of 10%) restocking fee plus the cost of transporting it back to our warehouse. Any products that arrive to our warehouse damaged will be returned to the customer on their next delivery with no credit for said product. Any products to be returned must be at the original delivery address on Henley Stoves pallets ready for collection. Henley Stoves will not accept any returns of this nature 45 days post original confirmed delivery date.

INCORRECT PRODUCT DELIVERED: In the case of products being delivered that were not on your confirmed purchase order and the mistake has been reported within 72 hours of delivery, Henley Stoves will rectify the mistake at our cost with any replacement products delivered on next the delivery if required. All products being returned must be in the condition that they received with original packaging intact and in a fully resalable condition. Any products to be returned must be at invoiced address on a Henley Stoves pallet ready for collection. Incorrect product deliveries reported outside of the 72-hour window following confirmed delivery will dealt with on an adhoc basis and is at the sole discretion of Henley Stoves.

COLLECTION PROCEDURE: When you have met the criteria above, completed and returned Henley Stoves’ ‘Returns Form’ and the return has been agreed, we will organise collection of the said products. Where it is not an error by Henley Stoves, a restocking fee of up to 30% will be applied. Henley will make three attempts to collect any confirmed returns, if the goods are not collected by the third attempt the return will be cancelled, resulting in no credit being applied to your account. A Henley Stoves representative will contact the affected customer following each failed collection and the status of their return. It is in the customers best interest to have goods ready for collection and notification of same sent to service@henleystoves.com.

Henley will not process any request for returns/credit from customers that are over 60 days form original confirmed delivery date regarding incorrect product orders.

SERVICE PROCEDURE: All service issues should be emailed to service@henleystoves.com and all relevant photos should be attached on the item(s) in question and any installation photos as requested by our service department. A case file can only be created on receipt of all relevant information requested.

Warranty Terms and Conditions

Room Heater/ Boiler Stoves Room Heater Stoves – 5 Year Warranty
  • 1-year standard manufacturer’s warranty as in accordance with EU regulations
  • 2-year standard Henley warranty will be added if stove warranty is registered with first 12 months*
  • 2-year extended Henley warranty will be added if stove warranty is registered online within first 3 months of purchase of your new Henley room heater stove*
  • Stove Fitting / Installation The appliance must be installed by a HETAS / METAC approved fitter in accordance with Building Regulations and recommended guidelines as indicated in the appliances manual for the warranty to be valid
  • If upon opening the stove, it is found to be damaged in any way, do not attempt to install the stove. Return to retailer where it was purchased from
  • Please ensure that the appliance is the correct size (kW) to effectively heat the room where it is to be installed to avoid deficient performance issues
  • Warranty Limitations Rope seals, glass seals and cement seals for 1 year
  • Grates & Baffle Plates are guaranteed for 1 year
  • There is no guarantee on glass parts or fire bricks
  • Please note Fire Bricks will develop hairline cracks over time & only need to be replaced upon total disintegration of the brick, where you can see metal side of stove
  • Please note issues such as replacing fire rope, replacing the door handle, paint peeling, bricks cracking, replacing grate, glass or baffle does not warrant a service call and can be easily done using the instructions in the manual
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and a restocking fee of up to 30% may be applied
  • This warranty is only valid if: The unit has been installed in accordance with the latest building regulations by a suitable qualified person. The chimney which services the stove is in accordance with the latest building regulations. All installation instructions in the manual have been followed. The stove is operated as described in the manual. The stove is only used to burn fuel as described in the manual. Any stove installed must have a rain cap fitted to the top of the chimney. The warranty is given only to the original consumer/purchaser and is non-transferable.
  • This Warranty Does Not Cover: Damage resulting from the use of fuel not recommended in the manual Where a crack appears on top of stove, resulting from a layer of pipework placed all the way to ceiling with no twin-wall adapter or joist support to carry the weight of these pipes. Parts which are damaged by external causes such as unadopted chimneys, thunderstorms. dampness., faulty plumbing, faulty fuel, and mistreatment. Any nuts or bolts of handles that become loose due to use or mistreatment Body paint peeling / Enamel Cracking due to stove being over-fired Breakage of glass If the appliance is not serviced on a yearly basis according to full terms & conditions Rust on cast iron parts unless reported prior to installation. Aesthetic damage, rust or missing parts on units purchased off display.

NOTE: Adequate clearance must be maintained around the appliance to ensure the ease of part removal in the possible event of their damage or failure. Henley stoves are NOT responsible for any costs incurred in the removal of items installed in the vicinity of the appliance that must be removed to facilitate a part replacement. All warranty claims must be reported to Henley service department and must be submitted with the serial number, date of purchase, proof of purchase (if requested) and details of the specific nature of the problem.

Boiler Stoves – 3 Year Warranty*
  • 1-year standard manufacturer’s warranty as in accordance with EU regulations
  • 2-year extended Henley warranty will be added if stove warranty is registered online within first 3 months of purchase of your new Henley Boiler Stove*
  • Stove Fitting / Installation The appliance must be installed by a HETAS / METAC approved fitter in accordance with Building Regulations and recommended guidelines as indicated in the appliances manual for the warranty to be valid
  • If upon opening the stove, it is found to be damaged in any way, do not attempt to install the stove. Return to retailer where it was purchased from
  • Please ensure that the appliance is the correct size (kW) to effectively heat the room where it is to be installed to avoid deficient performance issues
  • Warranty Limitations Rope seals, glass seals and cement seals for 1 year
  • Grates & Baffle Plates are guaranteed for 1 year
  • There is no guarantee on glass parts or fire bricks
  • Please note Fire Bricks will develop hairline cracks over time & only need to be replaced upon total disintegration of the brick, where you can see metal side of stove
  • Please note issues such as replacing fire rope, replacing the door handle, paint peeling, bricks cracking, replacing grate, glass or baffle does not warrant a service call and can be easily done using the instructions in the manual
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and a restocking fee of up to 30% may be applied
  • This warranty is only valid if: The unit has been installed in accordance with the latest building regulations by a suitable qualified person. The chimney which services the stove is in accordance with the latest building regulations. All installation instructions in the manual have been followed. The stove is operated as described in the manual. The stove is only used to burn fuel as described in the manual. Any stove installed must have a rain cap fitted to the top of the chimney. The warranty is given only to the original consumer/purchaser and is non-transferable.
  • This Warranty Does Not Cover: Damage resulting from the use of fuel not recommended in the manual Where a crack appears on top of stove, resulting from a layer of pipework placed all the way to ceiling with no twin-wall adapter or joist support to carry the weight of these pipes. Parts which are damaged by external causes such as unadopted chimneys, thunderstorms. dampness., faulty plumbing, faulty fuel, and mistreatment. Any nuts or bolts of handles that become loose due to use or mistreatment Body paint peeling / Enamel Cracking due to stove being over-fired Breakage of glass If the appliance is not serviced on a yearly basis according to full terms & conditions Rust on cast iron parts unless reported prior to installation. Aesthetic damage, rust or missing parts on units purchased off display.

NOTE: Adequate clearance must be maintained around the appliance to ensure the ease of part removal in the possible event of their damage or failure. Henley stoves are NOT responsible for any costs incurred in the removal of items installed in the vicinity of the appliance that must be removed to facilitate a part replacement. All warranty claims must be reported to Henley service department and must be submitted with the serial number, date of purchase, proof of purchase (if requested) and details of the specific nature of the problem.

Stove Fitting
  • The appliance must be installed by a HETAS / METAC approved fitter in accordance with BuildingRegulations in order for the warranty to be valid.
     If upon opening the stove, it is found to be damaged in any way, do not attempt to install the stove.
  • Return toretailer where it was purchased from.
    Please ensure that the appliance is the correct size (kW) to effectively heat the room where it is to be installed to avoid poor performance issues.
Warranty Limitations
  • Grates and baffle plates are guaranteed for 1 year.
  •  There is no guarantee on glass and fire bricks.
  • Please note Fire Bricks will develop hairline cracks over time & only need to be replaced upon total
    disintegration of the brick, where you can see metal side of stove.
  •  Please note issues such as replacing fire rope, replacing the door handle, paint peeling, bricks cracking,
    replacing grate, glass or baffle doesn’t warrant a service call & can be easily done using manual instructions
Terms of Warranty
  • This warranty is only valid if:
  • The unit has been installed in accordance with the latest building regulations.
    The chimney which services the stove is in accordance with the latest building regulations.
  • All installation instructions in the manual have been followed.
  • The stove is operated as described in the manual.
  •  The stove is only used to burn fuel as described in the manual.
  • Any stove installed must have a rain cap fitted to the top of the chimney
This Warranty Does Not Cover
  • Damage resulting from the use of fuel not recommended in the manual.
  • Where a crack appears on top of stove, resulting from a layers of pipework placed all the way to ceiling.
    with no twin-wall adapter or joist support to carry the weight of these pipes.
  •  Parts which are damaged by external causes such as unadapted chimneys, thunderstorms. dampness.,
    faulty plumbing, faulty fuel and mistreatment.
  • Any nuts or bolts of handles that become loose due to use or mistreatment
     Body paint peeling / Enamel Cracking due to stove being over-fired
  •  Breakage of glass
  •  If the appliance is not serviced on a yearly basis according to instructions below.
Annual Service

Once a year service should be completed by a HETAS approved fitter. Service Checklist:

  1. Door is sealed correctly. (You may need to change fire rope & also adjust locking nut on door handle.)
  2. Remove all consumable parts – baffle, grate, fire retainer & bricks. Clean & Examine, replace if damaged.
  3. Examine all paintwork. If paint has faded, stove may need to be repainted due to over-firing.
  4. Ensure that chimney or flue system is installed & supported correctly & that all joints are sealed properly
Replacement Parts
  • Replacement parts are available through your local stockist.
  •  Please contact the shop where you purchased your stove in order to clearly identify the replacement part you
    require.
  •  If you are unsure where the stove was purchased, please visit our website
    www.henleystoves.com/stockists/ to find a list of your local stockists.
  •  If you contact Henley Stoves directly regarding replacement parts you will be directed to our website or
    forwarded to your local stockist.
Maintenance
  • Neglecting to regularly service your Henley Stove or maintain it to an acceptable standard IE if parts are clearly damaged, burnt out & not replaced.
  • Failure to replace consumable parts in your stove will result in irreparable damage to stove & will invalidate
    your warranty
Electric – 2 Year Warranty
  • 1-year standard manufacturer’s warranty as in accordance with EU regulations
  • 1-year extended Henley warranty will be added if stove warranty is registered online within the first 28 days of the purchase of your new Henley Electric stove
  • Warranty Limitations Removal of the moulded plug attached to the appliance voids any warranty on electrical appliances. An unqualified technician cannot open Electrical Appliances
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and restocking fee may be applied.

Downdraught

  • If you are experiencing an issue when refueling the stove, i.e. smoke spilling back into the room, in our experience this is caused by the stove being fitted in a bungalow or chimney stack is too low.
  • You will need to contact a chimney specialist to rectify this problem. Henley Stoves can only offer advice.
Product Recall Notification:
  • If your product is registered you will automatically be contacted with applicable safety notifications, or in the unlikely event of a product recall.
Bioethanol Stoves – 2 Year Warranty*
  • 1-year standard manufacturer’s warranty as in accordance with EU regulations*
  • 1-year extended Henley warranty will be added if stove warranty is registered online within the first 28 days of the purchase of your new Henley Bio Ethanol Stove*
  • Warranty Limitations/Notes Reservoir containers can only be filled with either gel fuel or bioethanol, please do not exceed ¾ parts of each burner capacity. Spilled gel must be removed with an absorbent tissue and cleaned with water to prevent ignition outside the burner reservoir.
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and restocking fee may be applied.

Caution! Never pour fuel into the burning flame.

 

Caution! Allow the burner to cool down for a minimum of 5 minutes before refilling.

Caution! Never extinguish the flames with water.

Woodpellet Stoves
  • 1-year standard manufacturer’s warranty as in accordance with EU Regulations
  • 1-year extended Henley warranty will be added if the stove warranty is registered online within the first 3 months of purchase and runs from the date of first start-up performed within 20 days of purchase by personnel certified and trained installer and the installation is as per technical drawings pages of the manual
  • Warranty Limitations Appliances plug lead cannot be cut or altered as this voids warranty. The electrical igniter is not warranty covered if damaged by a power surge due to lighting or any other source. The appliance must be installed as outlined in its manual and on our website
  • Special note to the cleaning access door on the pipe directly behind the pellet stove internally in the room
  • The warranty does not cover faults resulting from negligence, lack of care, incompetent use or repairs conducted by non-authorized third parties
  • The warranty does not cover work to modify parameters or chimney flue
  • This appliance must be earthed, and routine maintenance is performed regularly by a qualified technician and recorded
  • Certified wood pellets should only be used in appliance as uncertified can cause damage internally and blackening of the glass due to glue /chemicals within the pellet
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and restocking fee may be applied
Outdoor BBQ/Oven
  • 1-year standard manufacturer’s warranty as in accordance with EU regulations
  • Warranty Limitations Appliances should only be used in accordance with their manual guidelines
  • Outside weathering or improper use is not covered by warranty
  • Appliances should only be used with the recommended fuel sources as outlined in its manual
  • Change of mind is not a valid reason for return, if agreed, item must be returned in original packaging as received and inspected fully by our in-house technicians and restocking fee may be applied