Privacy Policy
1. Who we are
, trading as , is the controller of the personal data described in this notice. We are registered in England and Wales under company number , with a registered office at .
You can reach us by email at , by telephone on , or through .
2. What this notice covers
It covers personal data we collect when you browse our website, ask us about an appliance, place an order, arrange delivery or installation, make a warranty claim, or contact us for any other reason. Where our site links to a third party, that organisation publishes its own notice and we are not responsible for it.
3. Personal data we collect
Data you give us
- Name, delivery address, billing address, email address and telephone number.
- Order details, including the models ordered, the price paid and the currency you selected.
- Property details you send when asking us to size an appliance: room dimensions, chimney and flue information, photographs of the fireplace or installation area.
- Installation and warranty records, including the installer's registration number and commissioning date.
- The content of emails, calls and messages between us.
Data we collect automatically
- IP address, browser and device type, pages viewed and referring page.
- Preferences stored in your browser, such as the currency you selected.
Data from other sources
- Payment confirmation and fraud screening results from our payment provider. We never receive or store your full card number.
- Delivery status and proof of delivery from carriers, and job reports from installers.
4. Why we use your data and our lawful basis
- To perform our contract with you: processing orders, taking payment, arranging delivery, booking installation, handling cancellations, returns and warranty claims.
- For our legitimate interests: answering enquiries, sizing appliances, preventing fraud, securing and improving our website, keeping records of correspondence, and establishing or defending legal claims. We balance these interests against your rights, and you may object at any time.
- To comply with legal obligations: keeping accounting and VAT records, product safety and traceability records, and responding to lawful requests from authorities.
- With your consent: sending marketing messages where consent is required, and setting non-essential cookies. Consent can be withdrawn at any time.
5. Who we share data with
We share personal data only where it is necessary, and only with recipients bound to protect it:
- Payment providers, who process your payment and screen it for fraud.
- Pallet carriers and couriers, who need your address and telephone number to book delivery.
- Installers and engineers, where you ask us to arrange fitting or commissioning.
- Manufacturers, where a warranty claim or a safety notice requires it.
- Hosting, email and IT suppliers acting on our instructions.
- Accountants, auditors and legal advisers.
- Public authorities, where the law requires disclosure.
We do not sell personal data and we do not share it for third-party marketing.
6. Transfers outside the United Kingdom
Some suppliers process data outside the UK. Where that happens, we rely on UK adequacy regulations or on the International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with any additional safeguards the transfer requires. You can ask us for details of the safeguards in place.
7. How long we keep data
- Order, payment and tax records: six years from the end of the financial year to which they relate.
- Warranty and installation records: the length of the warranty plus one year.
- Enquiries that do not lead to an order: 24 months from the last contact.
- Marketing consent records: until you withdraw consent, plus two years to evidence the withdrawal.
- Website logs: 12 months.
8. Your rights
Under the UK GDPR you have the right to be informed, and the right to request access to your data, rectification of inaccurate data, erasure, restriction of processing, portability, and to object to processing carried out for our legitimate interests or for direct marketing. Where processing is based on consent, you may withdraw it at any time without affecting processing already carried out.
We do not make decisions producing legal or similarly significant effects by automated means alone. To exercise a right, email . We respond within one month and may extend this by two further months for complex requests, telling you if we do. There is no charge unless a request is manifestly unfounded or excessive.
9. Cookies and similar technologies
Strictly necessary cookies and local storage keep the site working, including remembering whether you are viewing prices in euro or pound sterling. These do not require consent. Any analytics or measurement cookies are set only after you agree, and you can change or withdraw that choice at any time. Browser settings also let you block or delete cookies, though the site may then behave unpredictably.
10. Marketing
We send marketing about stoves, fires and accessories only where you have agreed, or where you have bought a similar product from us and did not opt out when we collected your details. Every message carries an unsubscribe link, and you can also ask us to stop by email.
11. Security
We use access controls, encryption in transit, restricted administrative accounts and supplier due diligence to protect personal data. No transmission over the internet is completely secure, so we also limit the data we collect and how long we hold it. If a breach is likely to result in a high risk to your rights, we will tell you without undue delay.
12. Children
Our website and products are intended for adults. We do not knowingly collect data from anyone under 16. If you believe a child has given us personal data, contact us and we will delete it.
13. Complaints
Please raise any concern with us first, at . You also have the right to complain to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, by telephone on 0303 123 1113, or at ico.org.uk.
14. Changes to this notice
When we change this notice we update the date at the top of the page. Material changes affecting how we use your data will be notified to you directly where we hold contact details for you.