Terms & Conditions

Terms and Conditions of Sale

Last updated: 26 August 2026

These terms apply to purchases made from Direct Stove Spares through this website. Please read them before ordering. Nothing in these terms affects a consumer's statutory rights.

About Direct Stove Spares

Direct Stove Spares is a UK online retailer of replacement stove parts and related products. You can contact us at orders@directstovespares.co.uk, by telephone on 07440 784614, or by post at Unit 3, 178 Portland Road, Hucknall, Nottingham, NG15 7RW.

In these terms, “we”, “us” and “our” mean Direct Stove Spares. “You” and “your” mean the customer. A consumer is someone buying mainly for personal use rather than for their trade or business.

1. Products, descriptions and compatibility

We take reasonable care to describe products accurately. Images help identify an item, but colour, finish and minor details may vary. Dimensions, product descriptions and compatibility information should be checked before ordering.

Stove manufacturers sometimes change components during a model's production. A stove model name alone may not confirm fitment. Please check the appliance model, serial number, part number, shape and measurements against the listing. Manufacturer and model names are used only to identify compatibility unless a product is expressly described as genuine.

Any assistance we provide is based on the photographs, measurements and information supplied by you. Please make sure they are complete and accurate. Our assistance does not replace checks by a competent installer.

2. Orders and contract formation

Placing an order is an offer to buy the products in your basket. An automatic acknowledgement confirms that we have received the order but does not necessarily mean it has been accepted. We accept the order when we send a dispatch confirmation or expressly confirm that work on a made-to-measure item has begun.

We may decline or cancel an order before acceptance if a product is unavailable, payment cannot be authorised, delivery is not reasonably possible, or there is an obvious pricing or description error. If payment has already been taken, it will be refunded.

3. Prices and payment

Prices are in pounds sterling and include VAT where applicable. Delivery charges and any other costs are shown before the order is placed. Payment must be made using one of the methods offered at checkout.

We may change prices for future orders. A price change will not affect a contract already accepted. If we discover an obvious error before acceptance, we will contact you and give you the choice of continuing at the correct price or cancelling for a full refund.

4. Delivery

Delivery services, charges and destination restrictions are set out on our Shipping & Returns page. Dispatch and delivery times are estimates unless we have expressly agreed a fixed date. We will deliver without undue delay and normally within 30 days of accepting the order unless a different timescale has been agreed.

For consumers, products remain at our risk until they are delivered to you or to a person you have identified to receive them. Please provide a complete, accurate delivery address and tell us about access restrictions. Reasonable redelivery costs may be charged where delivery fails because incorrect details were supplied, access was unsuitable or nobody was available after reasonable delivery attempts.

5. Consumer cancellations and change-of-mind returns

Consumers buying online may normally cancel an order by telling us within 14 days after the day the goods are received. After notifying us, the goods must be returned within a further 14 days. Full instructions are on our Shipping & Returns page.

For an eligible change-of-mind return, we will refund the product price and the cost of our least expensive standard outbound delivery service. Any additional amount paid for an enhanced service is not refundable. You are responsible for the return cost unless we agree otherwise.

You may inspect goods as you would in a shop. We may reduce the refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

6. Made-to-measure and customised products

The consumer right to cancel for a change of mind does not apply to goods made to your specifications or clearly personalised. This includes custom-cut stove glass, custom-cut fire bricks, made-to-measure boards and other specially manufactured items.

You are responsible for checking all measurements, shapes, templates and specifications before ordering. Changes or cancellations may not be possible once manufacture or cutting has begun. Any stated product-specific manufacturing tolerances will apply.

This exclusion does not affect your rights where a custom product is faulty, incorrectly made, damaged on delivery or not as described.

7. Faulty, damaged or incorrect products

Goods supplied to consumers must be of satisfactory quality, fit for any purpose made known to us and as described. Your remedies are governed by the Consumer Rights Act 2015 and other applicable law.

Please contact us as soon as reasonably possible if an item is damaged, faulty, incomplete or different from what was ordered. Include the order number and clear photographs of the product, packaging and delivery label. Prompt reporting helps us investigate with the courier, but it does not remove your statutory rights.

Do not install or continue using an item where damage or a possible safety issue is apparent. Please wait for our return instructions. Where required by law, we will provide an appropriate repair, replacement, price reduction or refund and cover reasonable return costs.

8. Installation, selection and safe use

You are responsible for ensuring that the product is suitable for the appliance and intended application. Parts must be fitted by a competent person where appropriate and in accordance with the appliance manufacturer's instructions, applicable regulations and safe working practices.

We are not responsible for damage caused by incorrect selection, installation, alteration, impact, misuse, overfiring, unsuitable fuel, poor appliance condition or failure to follow instructions, except where the law provides otherwise. If the stove or flue may be unsafe, stop using it and obtain competent professional advice.

9. Fire bricks, glass and other consumable parts

Fire bricks, rope seals, gaskets, baffles, grates, fire bars and similar components are subject to heat, impact and normal wear. Their service life varies according to the appliance, fuel, firing habits, installation and use.

Vermiculite and clay bricks can be damaged by logs or tools, fuel pressure, incorrect fitting or overfiring. Stove glass can crack through impact, uneven support, incorrect seals or clips, overtightening, appliance distortion or thermal stress. Damage caused after delivery by these factors is not a product defect.

Normal wear does not remove your rights if a product was faulty when supplied. Installation or use does not automatically exclude a valid statutory claim.

10. Manufacturer warranties

Some products include a manufacturer warranty. Any such warranty is additional to, and does not replace or restrict, your statutory rights. Warranty claims may require proof of purchase, photographs and inspection of the product.

11. Our responsibility to consumers

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 formed.

If you are a consumer, we supply products for domestic and private use. We are not responsible for business losses, including loss of profit, revenue, opportunity or business interruption.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where liability cannot lawfully be excluded, or any other liability that cannot be excluded by law.

12. Business customers

If you buy wholly or mainly for business purposes, consumer cancellation rights do not apply. Returns of correctly supplied goods are only accepted with our prior written agreement and may be subject to reasonable handling and carriage costs.

For business customers, title to goods remains with us until payment has been received in full. To the fullest extent permitted by law, our total liability relating to an order will not exceed the price paid for the affected goods, and we will not be liable for indirect or consequential loss or loss of profit, revenue, contracts or business. The exclusions in the final paragraph of section 11 still apply.

13. Events outside our control

We are not responsible for delay or failure caused by events beyond our reasonable control. We will take reasonable steps to minimise the effect and will contact you where an order is materially affected. Your legal rights concerning delayed delivery remain unaffected.

14. Website content and intellectual property

Website text, photographs, graphics and other content belong to us or our licensors and may not be copied or used commercially without permission. Product information may be updated from time to time, but changes will not alter an order already accepted.

15. Complaints, governing law and general terms

Please contact orders@directstovespares.co.uk first if you have a problem so we can try to resolve it promptly.

These terms are governed by English law. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections available where you live and may bring proceedings in the courts of the part of the UK in which you reside. For business customers, the courts of England and Wales have exclusive jurisdiction.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. A delay in enforcing a right does not waive that right.