- Mon–Sun: 8:00 am – 7:00 pm
- Surrey, Sussex, Kent & Surrounding
- sasstoves@gmail.com
- 07526 228785
Welcome to Surrey and Sussex Stoves! We’re thrilled you’re considering us for your project. To make sure we’re all on the same page, here’s a friendly guide to how we work. By asking us to go ahead with your project, you’re agreeing to these simple terms.
These are the guidelines for all our quotes and sales. If we agree to something different, we’ll always put it in writing and make sure it’s signed by one of our team. When you place an order with us, it means you’re happy with these terms.
Our quotes are good for 30 days from the date we send them. After that, we might need to update the price, so it’s best to get in touch within that timeframe!
The price we quote is based on what we can see and know at the time. Sometimes, when we start work, we might uncover something unexpected – like needing a new lintel, finding a blocked flue, or discovering a gas pipe that needs capping. These “unforeseen” bits might mean the cost of labour or materials changes a little. Don’t worry, we’ll always chat with you about any potential extra costs and get your go-ahead before we do any additional work.
Unless we’ve specifically written it into your quote, here are a few things our price doesn’t typically include:
Making good: Things like plastering, painting, or redecorating after our work.
Repairs: Fixing floors or other parts of your property that needed to be moved or cut.
Scaffolding/Access: If we initially thought we could use ladders but find we need scaffolding or a cherry picker for safety reasons, this cost usually falls to you to arrange and cover. We’ll always discuss this with you first!
Other work: Anything not clearly listed in your agreed-upon quote.
Fitting stoves and dealing with chimneys can be a bit dusty and sooty – it’s just the nature of the job! We take every care to protect your home (we use lots of plastic sheeting!), but we highly recommend you:
Move valuables: Please remove rugs, cushions, furniture, electronics, books, and anything on your walls from the work area beforehand.
Expect some lingering dust: Even though we’ll clean and hoover before we leave, some dust might still be in the air and settle later. We can’t be responsible for the cost of cleaning carpets, walls, curtains, or furniture after we’ve gone.
Deposit: We’ll ask for a non-refundable deposit when you place your order. This helps us get things started!
Final Balance: The rest of the payment is due once we’ve finished the job or delivered your goods. Please settle this within 3 days of the completion date shown on your invoice.
Larger Jobs: If your project is over £3,000, we might ask for an interim payment during the work to cover materials and labour already used. We’ll chat about this with you, and we’d appreciate it if you could pay within 7 days of our request.
If Payment is Delayed: If payments aren’t made on time, we might have to pause or stop work and remove any materials or equipment. We also reserve the right to charge a small daily interest fee (Bank of England base rate + 5%) on overdue amounts.
Unpaid Accounts: In rare cases where a final balance isn’t paid, we may need to pass the debt to a collection company. If this happens, you’d be responsible for any legal or recovery costs they charge.
Deposits are generally non-refundable.
If you need to cancel less than two weeks before your scheduled installation date, the full deposit won’t be refunded.
If you cancel with more than two weeks’ notice, we’ll keep a 40% restocking fee from your deposit. This is because our suppliers charge us when we return items.
Our Work: We guarantee our fitting work and the materials we supply for one year from completion, as long as they’ve been used as advised.
Products: Your wood burner and chimney liner come with their own warranties direct from the manufacturer (usually 3 to 20 years). These warranties usually don’t cover “consumable” parts that wear out naturally, like glass, seals, firebricks, or the surface finish of the unit. Liner warranties also have specific maintenance rules from the manufacturer.
Other Work: Just to be clear, we’re not responsible for any work or repairs done by other companies.
All the items and parts we supply for your installation remain the property of Surrey and Sussex Stoves until your account is paid in full.
We’ll always give you an approximate start and delivery date in good faith. However, sometimes things outside our control can cause delays, like:
Bad weather (think strong winds stopping roof work!)
Accidents or staff sickness
Unexpected material shortages
If something like this happens, we won’t be responsible for any costs or losses due to the delay, but we’ll always work with you to reschedule as soon as possible. If we’ve already received your goods and you then ask to postpone the installation significantly, we might ask for the final balance to be paid by the original planned date.
If you decide to change your order, we might need to add charges to cover any costs we’ve already incurred. We’ll always discuss these with you fully at the time of the change.
Pictures are Guides: Any photos of products you see in brochures or online are just illustrations. Manufacturers often tweak their designs, so the actual item might look slightly different. We’ll do our best to let you know about any major changes we’re aware of!
Dimensions: Sizes given by manufacturers are usually “nominal” – a guide only. Small variations can happen during manufacturing.
Accuracy: Please make sure the dimensions and information you give us are accurate! We can’t be responsible for extra costs or incorrect products if the details we were given weren’t quite right.
Colours: Product colours might vary slightly from what you see on screen or in print.
Spotting Issues: If you notice any problems with our work, please point them out to our engineer or builder before they leave on completion day.
Photos: Unless you tell us otherwise, we’d love to take “before” and “after” photos of our work at your property to use on our website and in our marketing.
Chimney Sweeping: It’s a really good idea to have your chimney swept before a new stove is fitted. We can’t be responsible for soot damage to your carpets, furniture, or walls from an existing chimney.
Sharing Details: If we need to hire a cherry picker or scaffolding on your behalf, you agree that we can share your contact details (address, phone, email, etc.) with the hire company.
Roof Condition: We take great care on roofs. However, if your roof is already in poor condition (like loose tiles or rotten battens), we can’t be held responsible for any further damage to the roof or its components.
Local Rules: Regulations are always changing! It’s super important that you check if local rules (like “smokeless zones”) allow for a wood-fired appliance at your postcode before you buy.
We always aim to provide top-notch service and products. But if you’re not completely satisfied, here’s how to reach us so we can put things right:
Check the Work: As soon as you can after we’ve finished, please take a good look at everything.
Get in Touch: If there’s anything you’re not happy with, call us on 07526 228785 or email us at sasstoves@gmail.com as soon as possible.
Our Promise: We’ll aim to respond within 5 working days of receiving your complaint and will do our best to give you a date to fix any issues.
We might add to or update these terms and conditions from time to time without prior notice. The latest version will always be available on our website or if you ask us for a copy.