Terms and Conditions

Terms & Conditions of Sale

Welcome to Ember & Stone

At Ember & Stone, we believe purchasing a fireplace or heating solution should be an enjoyable and reassuring experience. Our aim is to provide exceptional products, honest communication and outstanding service from the moment you place your order through to installation and beyond.

These Terms & Conditions explain how we operate, our responsibilities to you, and the commitments we make when you purchase from Ember & Stone.

1. Orders & Product Information

When you place an order with Ember & Stone, you are entering into an agreement to purchase the products described in your order confirmation.

We take great care to ensure that all product descriptions, images, specifications and availability information are accurate. However, as many of our products are handcrafted or made using natural materials, slight variations in colour, texture and finish may occur. These natural characteristics are part of the uniqueness and beauty of our products.

2. Product Availability & Guaranteed Items

We are committed to supplying the products that have been confirmed in your order.

Where a product, specification, finish or feature has been specifically guaranteed by Ember & Stone and we are unable to supply the agreed product or an alternative solution acceptable to you, we will work with you to resolve the matter fairly.

If we cannot fulfil a confirmed and guaranteed product as agreed, Ember & Stone will provide an appropriate resolution, which may include:

A full refund of payments made for the affected product
A full discount or goodwill adjustment where appropriate
An alternative product or solution agreed with you

Our priority is to ensure that customers receive exactly what they have purchased and that any issue is handled with fairness, transparency and care.

3. Payments & Instalment Options

We understand that luxury heating products are an investment, which is why Ember & Stone offers flexible payment options, including instalment plans where available.

Where an instalment agreement is selected:

Payments must be made according to the agreed payment schedule.
Products will be prepared and delivered in accordance with the terms of your order.
Failure to complete agreed payments may affect delivery or installation arrangements.

All instalment options are subject to availability and any additional terms provided at checkout or during the purchasing process.

4. Delivery & Installation

We aim to provide accurate delivery times and keep customers informed throughout the process.

Delivery dates are estimates unless a specific date has been confirmed in writing. Factors outside our control, including manufacturing delays, supplier issues, transport delays or unforeseen circumstances, may affect delivery schedules.

If your order does not arrive with the agreed products, specifications or items confirmed at the time of purchase, we will work with you promptly to correct the issue.

Where Ember & Stone is unable to provide the agreed product or an acceptable resolution, payments made for the affected item will be refunded to the original payment method used for the purchase.

5. Refunds

Where a refund is approved, it will be processed back to the original payment method used at the time of purchase.

We do not refund payments to alternative accounts or payment methods unless legally required or otherwise agreed.

Refund processing times may vary depending on your bank or payment provider.

6. Bespoke & Made-to-Order Products

Many Ember & Stone products are made to order, customised or created using natural materials.

Because of their bespoke nature, personalised products may not be eligible for cancellation or return once production has commenced, unless the product is faulty, damaged or does not match the agreed specification.

We will always discuss any concerns with you and work towards a fair resolution.

7. Product Care & Maintenance

To ensure your Ember & Stone product continues to perform beautifully, customers must follow the supplied installation, operating and maintenance instructions.

Damage caused by incorrect use, improper installation, neglect or failure to follow care instructions may not be covered under warranty.

8. Our Customer Commitment

At Ember & Stone, our reputation is built on trust, craftsmanship and exceptional service.

We promise to:

Provide accurate product information
Deliver products to the agreed specification
Communicate clearly throughout your purchase journey
Resolve any issues fairly and professionally
Treat every customer with care and respect

Your satisfaction is at the heart of everything we do, and we are committed to ensuring your Ember & Stone experience is as exceptional as the product you have chosen.