Terms of service
TERMS OF SERVICE
Last updated: 20 September 2026
These Terms of Service apply to purchases made through Eco Flames Living at EcoFlamesLiving.co.uk.
Please read these terms before placing an order. By placing an order through our website, you agree to these terms.
Nothing in these terms affects your statutory rights as a consumer.
1. ABOUT ECO FLAMES LIVING
Eco Flames Living is an online retailer of bioethanol fireplaces, fireplace accessories and bioethanol fuel.
Contact email:
Admin@EcoFlamesLiving.co.uk
Website:
EcoFlamesLiving.co.uk
Products are supplied and dispatched from UK-held stock through our UK fulfilment supplier.
Your purchase contract is with Eco Flames Living. Our supplier and delivery partners may fulfil or deliver an order on our behalf, but this does not remove our responsibilities to you as the retailer.
2. USING OUR WEBSITE
You may use our website for lawful personal shopping purposes.
You must not misuse the website, interfere with its operation, attempt unauthorised access, introduce malicious software, or use the website in a way that infringes the rights of another person.
We may update, maintain or temporarily suspend parts of the website where reasonably necessary.
3. PRODUCT INFORMATION
We take reasonable care to ensure that product descriptions, specifications, dimensions, prices and images are accurate.
Product colours and finishes may appear slightly different depending on your screen, lighting and device settings.
Room photographs, lifestyle images and installation photographs are provided as visual examples unless stated otherwise. Furniture, televisions, decorative items, fuel, accessories or other objects shown in photographs are not included unless specifically stated in the product listing.
Dimensions should be checked before ordering, particularly where a fireplace is being incorporated into a wall, enclosure, media wall or other permanent installation.
If you require confirmation of a specification before purchasing, please contact us.
4. BIOETHANOL FIREPLACE SAFETY
Bioethanol fireplaces use real flame and highly flammable fuel.
You must follow the manufacturer’s instructions supplied with the product.
In particular:
- never refill a fireplace while it is burning or hot;
- allow the burner to cool fully before refilling;
- use only suitable bioethanol fuel intended for the product;
- maintain all required clearances from combustible materials;
- provide any ventilation required by the manufacturer;
- keep fuel away from heat, flames, children and pets;
- never leave a burning fireplace unattended; and
- do not use damaged or incorrectly installed equipment.
Any photograph showing a fireplace near a television, furniture, wall covering or other item should not be treated as confirmation that the same arrangement is suitable for your property.
Installation and use must comply with the instructions for the particular product.
5. INSTALLATION
Installation is not included unless specifically stated in writing.
You are responsible for checking that the product is suitable for its intended location before permanent installation.
Where specialist construction, electrical work, fire-resistant materials or other professional work is required, you should use an appropriately competent person.
Do not permanently install a product before checking it for transport damage, missing components and obvious defects.
6. PLACING AN ORDER
When you submit an order through our website, you are offering to purchase the products shown in your basket.
You will normally receive an automated acknowledgement confirming that we have received your order.
An acknowledgement does not necessarily mean that we have accepted the order.
A contract is formed when we confirm acceptance of the order, normally through an order or dispatch confirmation.
Please check your order details, delivery address and contact information carefully before completing checkout.
7. AVAILABILITY
Products are subject to availability.
Because stock is held and fulfilled by our supplier, availability may occasionally change before our systems are updated.
If an item becomes unavailable after you order, we will contact you as soon as reasonably possible.
Where we cannot supply the product ordered, you may choose an available alternative where appropriate or receive a refund for the unavailable item.
We will not substitute a materially different product without your agreement.
8. PRICES
Prices are displayed in pounds sterling (GBP).
The price charged will normally be the price displayed at the time the order is submitted.
Delivery charges, where applicable, are shown during checkout.
If we discover an obvious pricing error before accepting an order, we may contact you and give you the option to continue at the correct price or cancel the order.
If an affected order is cancelled after payment has been taken, the relevant amount will be refunded.
9. PAYMENT
Available payment methods are shown during checkout.
Payments are processed through Shopify and the payment providers available on our store.
We do not normally receive or store your complete payment-card details ourselves.
An order may be delayed or declined where a payment provider does not authorise the transaction or where additional fraud or identity checks are reasonably required.
10. DELIVERY
We currently focus on delivery within the United Kingdom.
Products are dispatched directly from UK-held supplier stock.
Current delivery options and charges are displayed during checkout.
Unless otherwise agreed, we will arrange delivery within a reasonable period. Delivery estimates are estimates rather than guaranteed dates unless we expressly agree a guaranteed delivery date with you.
If you need an item by a particular date, contact us before ordering.
Delivery may be affected by circumstances outside our reasonable control, including courier disruption, severe weather, transport disruption or access problems.
Where a delay occurs, we will take reasonable steps to keep you informed.
Nothing in this section limits any cancellation or refund rights you have under consumer law.
11. LARGE OR HEAVY PRODUCTS
Some fireplaces may be large, heavy or oversized.
Before ordering, make sure that:
- the delivery address is accessible;
- the product can pass through doors, corridors, stairways and other access points;
- suitable assistance is available where required; and
- you have checked the packaged and product dimensions.
Please tell us before ordering about unusual access restrictions.
Do not arrange installation work until your goods have arrived and you have checked them.
12. BIOETHANOL FUEL DELIVERY
Bioethanol fuel is fulfilled by our UK supplier using appropriate delivery arrangements.
Because bioethanol is flammable, special transport requirements may apply.
Do not return bioethanol using an ordinary parcel service without contacting us first.
We will provide appropriate return instructions where a return is required.
This does not reduce your statutory consumer rights.
13. CANCELLING AN ONLINE ORDER
For standard goods purchased online, you generally have the right to tell us that you wish to cancel within 14 days after receiving the goods.
After notifying us of cancellation, you normally have a further 14 days to return the goods.
You do not need to provide a reason for exercising this statutory cancellation right.
There are legal exceptions to the cancellation right, including certain personalised or made-to-order products. Where an exception applies to a product, we will make this clear where appropriate.
To cancel an order, contact:
Admin@EcoFlamesLiving.co.uk
Please include your name, order number and details of the item you wish to cancel.
14. RETURNS
Please contact us before sending any item back.
We will confirm:
- whether the return is accepted;
- the correct return destination;
- any packaging requirements; and
- the appropriate transport arrangements.
The return address may be different from our business correspondence address because products are fulfilled through our UK supplier.
Large or heavy fireplaces may require specialist transport.
Bioethanol fuel must not be sent through an unsuitable carrier.
Further information is available in our Returns & Refunds Policy.
15. REFUNDS FOLLOWING CANCELLATION
Where you validly exercise a statutory cancellation right, refunds will be processed in accordance with applicable consumer law.
For a complete cancelled order, this normally includes the cost of standard outbound delivery.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of standard delivery.
We may make a reasonable deduction where permitted by law if goods have been handled beyond what would reasonably be necessary to inspect them as you would in a shop.
Refunds are normally made using the original payment method.
16. FAULTY, DAMAGED OR MISDESCRIBED GOODS
Your statutory rights apply if goods are:
- faulty;
- damaged;
- not as described;
- not of satisfactory quality; or
- not fit for their intended purpose.
Please contact us as soon as possible if there is a problem.
Where appropriate, we may ask for photographs, your order number and other information needed to assess the issue.
Depending on the circumstances and your legal rights, the available remedy may include a refund, repair or replacement.
Nothing in these terms removes or restricts your statutory rights.
A manufacturer’s warranty or guarantee is additional to your statutory rights and does not replace them.
17. SALE AND DISCOUNTED PRODUCTS
Products bought in a sale or promotion have the same statutory consumer rights as full-price products.
A reduction in price does not remove your rights where goods are faulty, misdescribed or otherwise fail to meet legal requirements.
18. DAMAGE AFTER DELIVERY
We are not responsible for faults or damage caused by:
- misuse;
- incorrect installation;
- failure to follow manufacturer instructions;
- use of unsuitable fuel;
- unauthorised modification;
- accidental damage after delivery; or
- normal wear and tear.
This does not apply where the problem was caused by a defect for which we are legally responsible.
19. OUR RESPONSIBILITY TO YOU
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable when the contract was entered into.
If you purchase products primarily for personal use, we are not responsible for business losses such as loss of profit, revenue or business opportunity.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- your statutory consumer rights.
20. EVENTS OUTSIDE OUR REASONABLE CONTROL
We are not responsible for delay or failure caused by circumstances outside our reasonable control.
Where such an event affects your order, we will take reasonable steps to minimise the effect and keep you informed.
If a significant delay means that you are legally entitled to cancel the contract, your rights will remain available.
21. INTELLECTUAL PROPERTY
The Eco Flames Living name, website design, written content and other material created for our website may be protected by intellectual property rights.
You may use our website for normal personal shopping and information purposes.
You must not reproduce, copy, commercially exploit or redistribute our website content without permission except where permitted by law.
Product photographs and manufacturer materials may also belong to their respective rights holders.
22. PRIVACY AND COOKIES
We process personal information in accordance with our Privacy Policy and Privacy & Cookies information.
These explain how personal information is collected, used, stored and shared, and how you may exercise applicable privacy rights.
23. LINKS TO OTHER WEBSITES
Our website may contain links to third-party websites, including manufacturers, payment providers or other services.
We are not responsible for the content or privacy practices of independent third-party websites.
Their own terms and policies apply when you use those services.
24. CHANGES TO THESE TERMS
We may update these terms from time to time, for example to reflect changes to our business, website or legal requirements.
The terms applying to an order will normally be those in effect when that order is placed.
Changes will not remove rights that have already arisen under an existing consumer contract.
25. SEVERABILITY
If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
26. GOVERNING LAW AND DISPUTES
These terms are governed by the laws applicable to Eco Flames Living as a UK retailer.
Nothing in these terms removes any mandatory consumer protection that applies where you live.
If a dispute cannot be resolved directly with us, you retain the right to use the courts with appropriate jurisdiction.
27. CONTACT US
If you have a question about an order, product or these Terms of Service, contact:
Eco Flames Living
Email:
Admin@EcoFlamesLiving.co.uk
Business correspondence:
24 Lissimore Drive
Tipton
DY4 7SX
United Kingdom
Website:
EcoFlamesLiving.co.uk