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Thank you for supporting our family run business, we look forward to fitting or supplying your new fireplace soon. We wanted to take this opportunity to go over our terms, as well as provide you with helpful details relating to your new fire or fireplace. If you have any questions regarding the points below, please do not hesitate to contact us for further clarification. If you place a deposit or enter into a transaction with us you automatically agree to our terms.


Pepper’s Fireplaces employ Gas Safe Registered & HETAS Registered Engineers and never outsource the fitting of your heating appliance to a third party. The correct registered engineer will always fit your Gas or Solid-Fuel fire or stove.




1.1 Deposit Terms
All products are ordered specifically for each job, therefore deposits are only refundable in the first 24 hours. Once your deposit has been received, your order will be processed immediately. If you change your mind and wish to exchange or return a product, you may have to pay a restock charge of 25% of the product price. 


1.2 Installation Dates

We always do our best to book you in as soon as we possibly can, however in some cases products can cause a delay. We will always advise you at the earliest opportunity if your installation date is going to change. We always recommend to our customers that if they are planning to get other work done that is dependent on the fireplace installation date, to bear this in mind when booking any third party contractors.

On the day of installation, our professional installers will always do their best to treat your home like their own and this includes putting dust sheets down and clearing up at the end of the installation. We ask customers to please remove any valuables from the area that is being worked on and to clear a space for our installers as much as possible.


1.3 ‘Making Good’
When we have finished installing your new fireplace, we will always ‘make good’. Our definition of this includes clearing away tools and rubbish from the site (if rubbish disposal has been charged to you), replacing any furniture we may have needed to move during our installation, and providing ‘spotting’ to any pockets of plaster that may need touching up. Please note that ‘making good’ does not include professional plaster work, nor plastering the entire chimney breast or wall in question. If you are using our recommended plasterer, your invoice will reflect this as an additional charge.


1.4 Installation Warranty
Pepper’s Fireplaces is insured and our installation work is guaranteed for 12 months from the final date of installation. Our warranty does not include products, as this is provided separately (see 2.4 Manufacturer’s Warranty). If you do need to claim on our installation warranty, please ensure you provide us with proof of our installation via your original invoice. We may also request photos and will conduct a site visit to confirm any concerns raised. If Pepper’s is proven to be at fault, then any remedial work will be carried out at our next availability at no cost to you.

1.5 Broken Products
We try our best to provide a clean and smooth service at all times, however sometimes mistakes happen! If you have selected our Supply & Installation service and one of our engineers accidentally breaks or damages a product, a replacement product will be ordered at no cost to you and a new installation date will be provided to you as soon as possible, subject to the arrival of the replacement product.

Once your installation is finished if you notice any marks or damages, we ask that you notify us via email within 24 hours, at, please also include images of the damage. Pepper's Fireplaces cannot be held liable for any damage raised after the 24 hour window.


If you have purchased a product from us as Supply Only and the product breaks during installation, you will not be eligible for a refund or exchange from us.


1.6 Product Returns & Exchanges
If you chose our Supply & Installation service then please advise your installer as soon as possible that you would like to either return or exchange your products. You will be charged at least a 25% restocking fee on all products and your deposit will be held. We are unable to offer a refund or exchange once your products are fitted.

If you chose our Supply Only service, then you will be charged a 25% restock fee. Products must be returned in their original box, sealed and unused. 


If your product is Made To Measure or classed as a Custom Order, we cannot provide you a refund. If your product is a custom order you will be advised of this on your invoice.




2.1 Natural Stone Products
If you have selected one of our beautiful natural stone products please note that this means your product will include natural variation; this can include shading, veining, crystal markings and fossils. Due to this, your natural stone product may differ from the sample we hold in the showroom, or to the photos in the brochure. Please bear this in mind when ordering natural stone.


2.2 Gas Products
All gas appliances will be fitted by a Gas Safe Registered Engineer, we will also register this appliance for you and you will receive your certificate up to a month after installation. You will be provided a demonstration on how to operate your new appliance. Your new gas appliance will require annual maintenance to ensure its safety and longevity. It is also recommended that your chimney is swept every year too. If an air vent was installed with your new Gas Appliance do not cover as this provides the room with additional oxygen.

2.3 Solid-Fuel Products
All solid-fuel appliances will be fitted by a HETAS Registered Engineer, we will ‘sign off’ the product by demonstrating its proper use to you and confirming it is working as desired. Upon signing the appliance off, you will receive a HETAS certificate. It is recommended you service your appliance and sweep the chimney every year. If an air vent was installed with your new Solid-Fuel Appliance do not cover as this provides the room with additional oxygen. 


2.4 Manufacturer Warranty
Every product purchased from us will have a separate warranty provided directly by the manufacturer. Your warranty length and information paperwork will usually be left with you after installation, however if you are unsure it is always recommended you ask us. Some products require you to register online to be eligible for an extended warranty period; this responsibility is on you as the customer.


2.5 Warranty Claims & Spare Parts
If you chose our Supply & Installation service and are looking to claim on your product warranty or order a spare part, please contact Pepper’s Fireplaces in the first instance. We will require the date of installation, as well as your contact information, product name, product manufacturer and product serial code where applicable. 

If you chose our Supply Only service and are looking to claim on your product warranty or order a spare part, please contact your installer in the first instance. They will be required to do a site visit to confirm the issue with the fire, or confirm the names of any spare parts required. 

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