Just want to express our thanks to Ivett & Reed for a very professional service in all aspects. We would certainly recommend the company.
Terms and Conditions
Terms & Conditions
1. Using our website
1.01 Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use.
1.02 In these terms and conditions, the terms ‘Ivett & Reed Ltd’, ‘us’, ‘we’, ‘our’ or ‘the seller’ refers to the owner of this website.
1.03 The terms ‘you’, ‘the customer’ or ‘the buyer’ refers to the user or viewer of our website.
1.05 If you disagree with any part of these terms and conditions, please do not use our website.
1.06 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
1.07 Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
1.08 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
1.09 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
1.10 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
1.11 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
1.12 We reserve the right to decline a new customer registration to our website or to terminate an existing registration at any time and without notice.
1.13 These terms and conditions do not affect the statutory rights of the buyer.
2. About us
2.01 This website is owned by Ivett & Reed Ltd, whose registered office is at 615 Newmarket Road, Cambridge, CB5 8PA.
2.02 Our company registration number is 841350 in England.
2.03 Our VAT number is 213 4254 05.
2.04 Our telephone number is 01223 213500. You may call us any time between 8.15am and 5pm, Monday to Saturday (closed Sundays and Bank Holidays).
2.05 Our fax number is 01223 249150.
2.06 Our email address is email@example.com.
3. Website content and characteristics of goods
3.01 The content of the pages of this website is for your general information and use only. It is subject to change without notice.
3.02 The characteristics of the goods being offered are described on individual product pages on our website through the use of images and text.
3.03 Images are for illustrative purposes only. The goods supplied may vary slightly from products or materials shown in any images.
3.04 Some accessories, options or materials shown in product images may need to be ordered as an optional extra, or may not be available to buy at all.
3.05 Every effort has been made to accurately depict colour and other product and material characteristics shown in images. However due to the settings of individual computer monitors and other display devices, we cannot guarantee that images displayed to the buyer will accurately reflect the colour and other characteristics of the product or material being depicted.
3.06 We take every reasonable effort to ensure that any text describing products, materials, dimensions, finishes, technical details etc. is accurate. However we cannot guarantee that the information appearing on our website is correct at the exact time that an order is placed.
3.07 Most manufacturers operate a policy of continuous product development and improvement. Therefore, occasionally product specifications can change without notice and the supplied goods may vary slightly in appearances and characteristics from those depicted and described on our website.
3.08 With the above points in mind, we recommend that the buyer follows links to manufacturers’ websites to double-check information on goods before placing an order, particularly where the detail is crucial to the suitability of the product (e.g. a critical dimension).
3.09 We cannot be held liable for any loss, increased costs or other expenses incurred by the buyer where any variations of product specification or appearance due to the reasons detailed above were not reasonably foreseeable at the time a contract was made legally binding.
4. Price of goods
4.01 All prices displayed on our website include VAT at the current relevant rate.
4.02 All prices displayed on our website are in £s sterling.
4.03 All prices displayed on our website exclude the cost of delivery unless clearly stated otherwise.
4.04 Delivery costs and options vary for different product groups, and are detailed clearly and in full during the ordering process, before the buyer commits to the order.
4.05 Prices are subject to change at any time without notice, as manufacturers’ price increases are beyond our control.
4.06 In the event of a price increase, or where a pricing error has been identified on our website, we are entitled to adjust the price of the goods after the buyer places an order, but before we accept it. We will inform the buyer of the new price and offer the opportunity to the buyer to reconfirm at the correct price, or to cancel the order.
4.07 Prices quoted on our website apply to orders placed online only. These products may be sold in our retail showroom at a different price.
4.08 Some products on our website do not have prices displayed. This may be to comply with a manufacturer’s internet policy. An online Price Enquiry can be made for these products by following the instructions on the product page. An email will be sent with the product price, along with details of how to place an order. There is no obligation to convert a Price Enquiry into an order.
4.09 Some bespoke products (e.g. stone fireplaces, granite worktops) cannot be priced electronically as they require an individually tailored quotation. If you are interested in one of these products or product areas, please contact us using the ‘request more info’ link on a product page, or by email or telephone.
4.10 All prices quoted on our website for all products are to supply only and do not include any installation costs, which can be quoted on request and vary with each individual installation.
5. Distance sales
5.01 The terms and conditions from this point onwards apply to any sale made by us to any buyer where no prior face-to-face contact has taken place between the buyer and us with regard to the goods ordered (commonly known as a “distance sale”).
5.02 This includes orders placed directly over the internet through our website www.ivettandreed.co.uk and orders placed by telephone, email or fax.
5.03 By placing an order with Ivett & Reed Ltd by any of the distance means detailed above, the buyer agrees to be bound by the remainder of these terms and conditions.
5.04 In accordance with the Office of Fair Trading (OFT) guidelines on distance selling, these terms and conditions do not normally apply where face-to-face contact has already taken place between the buyer and the seller, even if the subsequent order is placed by distance means. For example where the buyer has visited our premises to examine goods, or where we have visited a buyer’s property to provide a quotation, even if the order is subsequently placed by internet, telephone, email or fax, this does not normally constitute a ‘distance sale’.
5.05 Subsequently, any customer placing an order which is not considered to be a distance sale will be asked to agree to a different set of terms and conditions.
6. Online ordering procedure
6.01 All stages of the process to place an order and subsequently form a contract are conducted in English language only.
For products with prices displayed:
6.02 Products can be customised (if options are available), then added to the shopping cart. When all required items have been added to the cart, click the “Checkout” button.
6.03 The customer will be asked to enter all required contact and billing information and to choose from collection or delivery options (where available).
6.04 The customer will be asked to agree to these terms and conditions.
6.05 The customer will be given an opportunity to review their order before submitting it.
6.06 After submitting the order, the customer will be taken to the Sagepay payment gateway to enter payment details (see section 7 – Payment).
For products without prices displayed:
6.07 Products can be customised (if options are available), then added to the Price Enquiry. When all required items have been added to the cart, click the “Send price enquiry” button.
6.08 The customer will be asked to enter all required contact and billing information and to choose from collection or delivery options (where available).
6.09 The customer will be asked to agree to these terms and conditions.
6.10 The customer will be given an opportunity to review their Price Enquiry before submitting it.
6.11 After submitting the Price Enquiry, the customer will receive an email with the prices requested.
6.12 To convert the Price Enquiry into an order, the customer should follow the link in the email, then click on the “Place Order and Pay” button.
6.13 The customer will be taken to the Sagepay payment gateway to enter payment details (see section 7 – Payment).
6.14 After the customer has clicked to place the order, an automatically generated email will be sent acknowledging that an order has been placed. This order acknowledgement does not represent our acceptance of the order.
6.15 When a customer places an order, either electronically through our website, via email, fax or over the telephone they are making an offer to buy the goods.
6.16 The order only becomes a legally binding contract when we send an order confirmation, which represents an acceptance of the offer to buy.
6.17 We reserve the right to decline all or part of an order for any reason. In this instance, the customer will be informed by email or telephone that their offer to buy has not been accepted, that the order is cancelled and any money paid will be refunded.
7.01 Payment is required in full in advance in order to place an order through our website.
7.02 We accept payment by all major debit cards and credit cards. We do not accept American Express.
7.03 Payment can be made via our secure payment provider SagePay. Alternatively, we can accept credit card payments over the telephone.
7.04 The acceptance of payment by the seller does not indicate an acceptance of the offer to buy the goods. The contract only becomes legally binding when an order confirmation is sent by the seller.
7.05 Where a delivery option is available and selected by the buyer, please note that as an anti-fraud measure our policy is to only deliver to the cardholder’s billing address.
8. Carrying out the contract
8.01 We aim to have goods ready for collection from our Cambridge premises within 10 working days of the confirmation of order.
8.02 Where a delivery option has been chosen, we aim to complete the delivery within 15 working days of the confirmation of order.
8.03 The above lead times are subject to availability of the product ordered.
8.04 Should all or part of an order be on an extended lead time for any reason, we will notify the customer at the earliest opportunity and will ask the customer to agree to a different lead time before the contract is formed.
8.04 After the contract is formed, should it become apparent during the course of the agreed contract period that we will be unable to carry out the contract by the agreed lead time, we will notify the customer prior to the expiry of this deadline and will suggest a revised date.
8.05 Should the customer not agree to an extended or revised lead time in accordance with the previous points, they will have the opportunity to cancel the order and will receive a refund of any money paid within a maximum of 30 days. This may not apply if the product is bespoke, or contains bespoke elements, which will be made clear at the point of order.
8.06 We keep a copy of the contract and it is accessible to us before, during and after the contract is carried out.
9.01 Goods ordered for collection can be collected from our Cambridge premises between 9am and 4.30pm, Monday to Friday.
9.02 A Saturday morning collection service may also be available by prior arrangement only.
9.03 Buyers are asked not to travel to collect a product until we have advised that the order is complete and in stock.
9.04 We urge collection customers to double-check the dimensions and weight of the item they are collecting. Please bear in mind that a packaged fire or stove is larger than the dimensions given in the brochure as the product is usually palletised.
9.05 We strongly recommend that stoves are always transported standing upright on their pallet to avoid damage in transit.
9.06 Customers will be asked to sign a collection note to agree that the goods have been supplied in good condition and that the order is complete, or where a part order is being collected, which specific parts have been collected at that point.
10. Deliveries – fires and stoves
10.01 Our delivery pricing structure for fires and stoves is as follows:
Defined as postcodes within a 25 mile radius of our premises: CB (all), CM6-7, CM22-24, IP28-33, PE15-16, PE19, PE26-29, SG6-11, SG15-16, SG18-19
Half Pallet (products up to 750mm high): £31.50
Full Pallet (products up to 2000mm high): £36.50
Defined as other postcodes in the Eastern region beginning AL, CM, CO, IP, LU, MK, NN, NR, PE & SG
Half Pallet (products up to 750mm high): £58.50
Full Pallet (products up to 2000mm high): £65.50
10.02 We do not offer a delivery service for fires and stoves outside the postcode areas listed above.
10.03 Deliveries of fires and stoves are made by pallet courier with tail lift.
10.04 Deliveries will be carried out on a mutually agreed date. We will call the customer to book in the delivery.
10.05 The earliest delivery date we will offer will be a minimum of 3 working days from confirmation of order (for stock products) or 3 working days after the product has arrived with us (for products which need to be ordered in).
10.06 Delivery could be made at any time between 9am and 4pm on the agreed date.
10.07 Timed deliveries (before 10am, before 12pm) and Saturday deliveries may be available at additional cost. Please call us for details.
10.08 The pallet courier is only obliged to deliver to kerbside, within 3 metres of the rear of the vehicle. Any further movement of the pallet is down to the discretion of the individual driver, which cannot be guaranteed. They will be not be able to move the pallet over uneven ground or gravel driveways.
10.09 It is the customer’s responsibility to ensure that they, or another authorised individual, is present at the delivery address to sign for the delivery.
10.10 A redelivery charge will be made if nobody is present to sign for the delivery, or if the courier is unable to deliver due to other circumstances beyond our control, but known to the customer (for example, limited access to the property).
10.11 At our own discretion, we may carry out some local deliveries of fires and stoves using our own vehicles.
10.12 Stone fireplaces, timber mantels, stone hearths and other bespoke or fragile products cannot be transported by pallet courier, so will be subject to a different delivery price structure. Please ask us for a delivery quotation.
11. Damage in transit
11.01 Any damage to the goods must be reported to us as soon as possible, and no later than 3 working days after the goods have been received.
11.02 Claims for damage must be reported to us in writing. This can be by letter, fax or email. Any supporting evidence (e.g. photos of the damage) will help us process the claim more efficiently.
11.03 We regret that, due to the strict timescales imposed by our couriers, we are unable to accept any claims for damage after the end of the 3rd working day after the delivery took place (the delivery day being day zero). For example, if the goods are delivered on a Friday, we must be contacted in writing by the end the working day on the following Wednesday.
11. Deliveries – Firewood
12.01 Deliveries of Kiln Dried Logs etc. are made by pallet couriers direct from our supplier to the customer.
12.02 Our delivery pricing structure for bulk orders of logs is as follows:
Economy Delivery Free of charge
Premium Delivery £15 inc VAT
Saturday Delivery £25 inc VAT
12.03 The above charges apply to all UK mainland postcodes apart from parts of Scotland, which may be subject to a delivery surcharge.
12.04 Economy deliveries will be made around 3-5 days from despatch.
12.05 Premium deliveries will be made the next day after despatch.
12.06 Orders for Saturday delivery must be placed by the preceding Tuesday.
12.07 The lead time to despatch varies according to demand and will be advised when the order is confirmed.
12.08 The courier or supplier will contact the customer to book in a delivery date. They are not obliged to specify a time or even to estimate an AM or PM delivery, so any request to this effect cannot be guaranteed.
12.09 In the event of a customer agreeing to a delivery and then not being at home
during the agreed time period, a redelivery charge of £15 per pallet will be made.
12.10 Where access is limited, van delivery and ‘handball’ is an option for pallets of small bags ONLY, not bulk bags, but at an additional charge of £50 will be made.
12.11 Delivery drivers are not expected to manoeuvre the pallet beyond the rear of the vehicle but will always be as helpful as possible where conditions allow.
12.12 In the event of a delivery not being possible due to poor access or gravel drive then the delivery will have to be “roadside” (i.e. left as near to the property as
12.13 All goods must be checked on arrival and delivery paperwork signed unless prior agreement has been made with the delivery company to leave the goods at the property, at which point these will be left at the customer’s risk.
12.14 Any delivery issues must be reported immediately to Ivett & Reed.
13. Cancellation rights
13.01 In accordance with the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), the customer has the right to cancel their order from the moment the order is confirmed up to a point no later than 7 working days after the day on which goods have been supplied (known as the ‘cancellation period’ or ‘cooling off period’).
13.02 The day on which the goods are supplied will be the day that the goods are delivered, or the day that the customer collects the goods from our premises.
13.03 The customer must provide a written notice of cancellation (by letter, fax or email) to one of our points of contact listed under section 2 of these terms and conditions indicating that they wish to cancel the order. We cannot accept a verbal notice of cancellation over the telephone.
13.04 Under the DSRs, the consumer is under a statutory duty throughout the cancellation period to retain possession of the goods and take reasonable care of them.
13.05 The consumer may remove packaging as far as is reasonable to take the opportunity to inspect and assess the product before deciding to cancel the order.
13.06 Should any or all of the goods supplied be used, installed or damaged in any way, this would be considered to be not taking reasonable care of the goods and we would exercise our right of action against the buyer for breach of the statutory duty to take reasonable care of the goods as detailed in the DSRs.
13.07 The consumer is unable to cancel an order for a product which has been made to bespoke specifications (for example, a custom stove canopy size or custom leg height). If the item being ordered cannot be cancelled, this will be notified to the consumer before the contract becomes legally binding.
14.01 Any order cancelled by the buyer during the cancellation period must be returned to us no later than 10 working days after the date of the written notice of cancellation.
14.02 On request, we can arrange to collect the goods from the customer. We will charge this collection at £95 inc VAT (Area 1 postcodes) or £145 inc VAT (Area 2 postcodes). This collection charge will be made even if the product was delivered free of charge in the first instance.
14.03 We do not offer a collection service for postcodes not listed in Area 1 or Area 2 in paragraph 9.02 of these terms and conditions.
14.04 The customer may arrange to return the product using their own means. The customer should bear in mind that they are under a statutory duty to take reasonable care of the goods and to ensure that the goods are not damaged in transit.
14.05 We suggest that original packaging is retained and used, as it will be difficult to return the product in good condition without it.
14.06 The goods remain in the possession of the consumer until they are received by us in good condition.
14.07 We strongly recommend that, if using a courier, a tracked and insured service is used.
14.08 Should a customer wish to return a product after the 7 working day cooling off period, for any reason other than the product being faulty, a restocking fee will be charged. This fee varies between different products.
15.01 When a consumer cancels their order during the cancellation period (up to 7 working days after receiving the goods), they are entitled to a full refund of the price of the goods, including the cost of delivery (where applicable).
15.02 In accordance with the Consumer Protection (Distance Selling) Regulations 2000, we will make this refund no later than 30 days after we receive written notice that the consumer wishes to cancel the order.
16. Special conditions of sale for fireplaces, fires, stoves, flues etc.
16.01 All woodburning and multi-fuel appliances and flue systems must be installed by a HETAS registered engineer, or the installation must be overseen by local authority building control.
16.02 All gas appliances and flue systems must be installed by a Gas Safe registered engineer.
16.03 Any electrical work required to install any appliances or components should be carried out by a suitably qualified electrician.
16.04 All woodburning, multi-fuel and gas appliances, fireplaces and flues must be installed in accordance with Document J of the Building Regulations.
16.05 The buyer is responsible for selecting a product suitable for their flue, hearth, fireplace and property. If in any doubt, the buyer should ask a HETAS or Gas Safe registered engineer to assist in specifying the product.
16.06 Any advice or assistance given by us, through either electronic means (e.g. information on our website or on suppliers’ websites, or email correspondence) or over the telephone, will be for guidance only, as it is not possible to fully specify a stove, fire, fireplace or flue system without first carrying out a site visit.
16.07 We cannot be held liable for any loss, damage, increased costs or other expenses incurred by the buyer where they have purchased goods which are not suitable for their flue, hearth, fireplace or property in any way.
16.08 We may at our discretion open or remove product packaging prior to supplying the goods to the customer in order to inspect and assess the goods for any damage in transit which may have occurred.
16.09 The disturbance or removal of any packaging is part of a reasonable procedure to supply the product to the customer in good condition. It does not diminish the value or quality of the goods in any way and does not give the buyer any grounds for complaint or any basis to reject the goods.
17. Product guarantees
17.01 Stoves, fires and flue systems are supplied with a manufacturer’s guarantee of a minimum of 12 months. Some manufacturers provide a longer guarantee.
17.02 Details of the product’s guarantee will be detailed in the instructions supplied with the appliance but can also be supplied in advance on request.
17.03 Guarantees for woodburning and multi-fuel appliances specifically exclude ‘wear and tear’ parts such as glass, firebricks, grate parts, baffles, rope seals, dampers, log retainers and baffles.
17.04 Guarantees for gas appliances specifically exclude ‘wear and tear’ parts such as thermocouples, oxypilot, glass and ceramic fuel effects.
17.05 Guarantees are subject to the correct installation of the appliance by a HETAS or Gas Safe registered engineer as appropriate.
17.06 Guarantees of longer than 1 year are normally subject to the appliance being serviced 12 months after installation, and annually thereafter.
17.07 The burning of unauthorised fuels in a woodburning or multi-fuel appliance, such as bituminous coals, petro-cokes or other petroleum-based fuels, unseasoned logs, treated or painted timber, pallet wood or manufactured boards, will invalidate the product’s warranty.
17.08 Where a customer wishes to make a claim against a product guarantee, they must contact us in writing (email or post), detailing the fault with the appliance, supported by photographic evidence where possible.
17.09 Where a valid claim is made against a product guarantee, the guarantee covers the cost of the parts only and does not cover repair, installation or any other labour costs.
17.10 We cannot be held liable for any loss, damage, increased costs or other expenses incurred by the buyer where a product is supplied with, or develops, a fault which is subsequently covered by a valid claim against the manufacturer’s guarantee.