These terms apply to every order placed with us through bioethanolfireplace.uk. They are written to be clear and fair, and nothing in them removes the statutory rights you have as a consumer. Please read them before you order; we will also make them available to you with your order so you can keep them.

1. Who we are

You are buying from:

EPMC Cezary Zacharowski
ul. Struga 24, 95-100 Zgierz, Poland

• Email: sales@bioethanolfireplace.uk
• Phone: +31 6 15046490 (Monday to Sunday, 09:00–22:00)
• Chamber of Commerce: 364918240
• VAT: PL731-189-15-71
• EORI: PL7318915710000

Our UK orders are handled by our team in the Netherlands and delivered to your door, duties paid.

2. What these terms cover

These terms apply to every offer we make and every order and contract between us and you, the consumer (a private individual not acting for a business). If any single part of these terms is found to be invalid, the rest stays in force, and the invalid part is replaced by one that stays as close as possible to its original intent. Anything not expressly covered here is read in the spirit of these terms.

3. Our offers and prices

Every product page describes the product fully and accurately, with images that are a true representation of what we sell. Screens vary, so colours may differ slightly from the real product. Obvious errors or typos do not bind us — if a price or detail is clearly wrong, we are not obliged to honour it.

All prices are shown in pounds sterling and include UK VAT and import duties for the UK market. Any delivery costs, where they apply, are shown before you confirm your order. We will not increase the price of your order after you have placed it, except for a change in the rate of VAT.

4. Your order and our agreement

Your contract with us is formed when you place your order and we confirm it. We confirm electronically as soon as we receive your order; until we confirm, you may cancel. We use appropriate security measures to protect your data and payment during checkout. We may, within the law, check that an order can be fulfilled, and we may decline an order with reasons or set reasonable conditions.

With your order we will provide, in a form you can keep: our contact address for any complaint; how the right of withdrawal works (or where it is excluded); details of warranty and after-sales support; and the key information from the offer. Every order is subject to the relevant products being available.

5. Your right to change your mind (right of withdrawal)

You may cancel your order within 14 days without giving a reason. This period starts the day after you (or someone you have nominated) receive the product.

• During this time, please handle the product carefully and only unpack it as far as you need to in order to decide whether to keep it.
• To cancel, tell us within those 14 days using our model withdrawal form or a clear written statement to sales@bioethanolfireplace.uk.
• After telling us, return the product within 14 days, in its original packaging, unused and unmounted, with all accessories. Please keep proof of postage.

If you do not tell us within 14 days, or do not return the product in time, the sale stands.

Custom and bespoke orders (anything made to your specification or clearly personal) cannot be returned or cancelled once production has begun — see section 7.

6. Costs and refunds when you change your mind

For a change-of-mind return, you pay the cost of return postage. If the item is faulty or was sent in error, we pay it.

Once you have cancelled, we refund what you paid as soon as possible and no later than 14 days, provided we have received the product back or you have given us clear proof that it has been returned in full.

7. When the right of withdrawal does not apply

The right of withdrawal does not apply to products that are made to your specification, are clearly personal in nature, or cannot be returned by their nature. Where this applies, we state it clearly in the offer before you order.

8. Conformity and warranty

We guarantee that your product matches its description, meets reasonable standards of quality and usability, and complies with the law in force at the time of sale. Every product comes with a 2-year warranty, with spare parts available for our own ranges. This does not affect your statutory rights.

Please report any defect or incorrect delivery to us in writing within 14 days of receiving it. Returned products should be in their original packaging and unmounted.

The warranty does not cover: products you have repaired or modified yourself or had altered by others; products exposed to abnormal conditions, misused, or used contrary to our instructions; or defects resulting from government regulations on the materials used. We cannot be responsible for whether a product suits a particular use of your own, or for advice on how you use it.

9. Delivery

We take the greatest care over every order. We deliver to the address you give us, and we fulfil accepted orders promptly and within 30 days at the latest, unless we have agreed a longer time with you.

If we cannot deliver in time, we will tell you within 30 days of your order. You may then cancel at no cost, and we will refund any amount paid within 14 days. If a product becomes unavailable, we may offer a suitable replacement of equal quality and price, clearly identified as such; for a replacement, the right of withdrawal still applies and we cover return costs. Risk of loss or damage stays with us until the product is delivered to you.

10. Payment

Unless we agree otherwise, payment is due at checkout. Please tell us straight away if any payment detail you have given us is incorrect. If payment is not made, we may, within the limits of the law, recover reasonable costs that we have told you about in advance.

11. Complaints

If something is not right, please contact us first at sales@bioethanolfireplace.uk with a full, clear description, ideally within 7 days of noticing the problem. We aim to reply within 14 days; if a complaint needs longer, we will acknowledge it within 14 days and tell you when to expect a full answer. Making a complaint does not pause our obligations to you. If we agree a complaint is justified, we will, at our option, repair or replace the product free of charge.

If we cannot resolve it together, the matter may be referred to independent dispute resolution. This does not affect your statutory rights as a consumer.

12. Governing law

These terms and any agreement under them are governed by Polish law, and the Vienna Sales Convention does not apply. This does not remove the mandatory legal protections you have as a consumer in your country of residence.

13. Additional terms

Any additional or differing terms will never work to your disadvantage and will be recorded in writing, or in a form you can keep.