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Customer Service

Ordering

Once we have received your order you will be sent an email with your invoice and details of the products you have ordered. Upon receipt of this email we ask that you double check that all items and options on the invoice are correct and inform us if there are any innacuracies or special requests/delivery problems etc. We allow 12 hours from ordering for you to carry out these checks before we process and fulfil your order.

Shipping & Delivery

We deliver free on all stove orders to mainland UK.  Dispatch for delivery on goods in stock will take 7-10 working days from the confirmation of your order (by email from us) Sometimes it can take up to six weeks. We will inform you by email of the estimated lead time for your delivery. Deliveries are made by a large tail lift lorry. The delivery vehicle must be able to park in the area which delivery is needed. Examples of areas we would be unable to deliver to are gravelled driveways or narrow lanes. It is the customer's responsibility to inform us in advance of any difficulty with access for a 7.5 tonne lorry with tail lift. We will endevour to look into alternative arrangements if this should be the case, but if a delivery agency cannot gain access or has to be cancelled we will be charged by our carrier for the delayed or failed delivery and these additional costs shall ultimately fall to the customer. 
Yorkshire Stoves Direct are only responsible for delivery to your front door. Storage and moving of any delivery is the customer's responsibility. Please ensure there will be someone available to help the driver unload. Customers are required to inspect their delivered goods thoroughly before signing depatch note. Any problem must be noted on the despatch note and YSD informed as soon as is practical. If the defect is covered by our guarantee the goods will be repaired or replaced.
Please note that each order can only be delivered to a single address.
We recommend that you do not book a date for fitting until the item has been delivered. Whilst we strive to make every order run smoothly, occassionally delays can occur. We are not liable for any costs incurred by you, or for any loss of earnings resulting from these delays.

Stove Installation

It is your responsibility to choose the correct product (heat output, fuel type, dimensions, colour etc) and clearly specify any special options you need. Once we have delivered your product, you are responsible for arranging storage and installation. We recommend solid fuel stoves be fitted by a qualified HETAS engineer. Live in Yorkshire? Use our team of experienced, Qualified FItters at www.yorkshirestoves.co.uk  or alternativly click on the HETAS link to go to the relevant site to source an engineer HETAS 

Cancellations & Returns

In the case of web purchases of stock items you have the legal right to cancel your order within 7 days of receiving your goods and all items should be returned in a saleable condition (not installed, used or damaged in any way). If collection of an item is required, where goods are not faulty we will charge you the cost of collection which will be discussed prior to arrangements being made.  
Cancellations must be in writing by post or by email to email address here quoting the Order Number. You have the right to receive a refund within 30 days of cancellation.  Please retain the packaging from your order incase it needs to be returned. 
If an order is cancelled after the shipping process has begun we will unfortunately have to hold you liable for any charges incurred from our carrier.
Returns & Replacements - Our aim is to supply every delivery in perfect condition. However stoves are both heavy and fragile, so must be carefully handled until installation. Please note that we cannot accept return of products which are damaged after delivery so it important that you have checked the goods in full before signing for them. If any goods need to be returned we will advise you of which carrier to use for the return. The cost of returning the item to us is your responsibility. Returned items to us must be sent by recorded delivery. Any returns must be accompanied with a valid Returns form. We are unable to accept deliveries without this paperwork.
Special orders - Please note that all spare parts and flue liners (which have to be cut to length to your requirements) are non returnable and non refundable due to them being a special order.

Privacy & Security

This privacy policy sets out how Yorkshire Stoves Direct uses and protects any information that you give us when you use this website. Yorkshire Stoves Direct is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Webstoves may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from February 2012.
Who are we? - This web site is owned and controlled by Yorkshire Stoves. The full postal address is: Yorkshire Stoves Direct, Unit 1 Overland Park, Gelderd Road, Morley, Leeds, LS27 7FE. Telephone: 0800 7566625 - E-mail address: support@yorkshirestovesdirect.co.uk. 
 
What we collect - We may collect the following information: name and job title contact information including email address demographic information such as postcode, preferences and interests other information relevant to customer surveys and/or offers.
What we do with the information we gather - We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.  From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
Security - We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use cookies - A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. Links to other websites  Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information - You may choose to restrict the collection or use of your personal information in the following ways: whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at support@yorkshirestovesdirect.co.uk We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to support@yorkshirestovesdirect.co.uk. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.