Terms of service

These Terms of Service ("Terms") govern your use of the Burner Hub website at burnerhub.co.uk and any purchase you make from us. By browsing the site or placing an order you agree to these Terms. Please read them carefully. They do not affect your statutory rights as a consumer.

1. About us

Burner Hub is a UK retailer of wood-burning, multi-fuel, electric, and gas stoves, flue systems, and outdoor heating.

  • Registered company name: Burner Hub Ltd
  • Company number: 16174832
  • Registered office: Swift House, Ground Floor, 18 Hoffmanns Way, Chelmsford, Essex, CM1 1GU, United Kingdom
  • Trading as: Burner Hub
  • Email: info@burnerhub.co.uk
  • Phone: 0333 444 0391

We are HETAS Registered and a DEFRA Approved retailer.

2. Eligibility

To place an order you must be at least 18 years old and legally capable of entering into a binding contract. By ordering, you confirm that the information you provide is accurate and that you are buying for personal use unless we have agreed otherwise in writing.

3. Orders and contract formation

All orders placed through the site are an offer by you to purchase goods on these Terms. We are not obliged to accept your order and may decline it for any reason, including stock availability, suspected fraud, or pricing errors.

A binding contract between us is formed only when we send you a dispatch confirmation email. The order confirmation you receive immediately after checkout is an acknowledgment, not an acceptance.

We may cancel a contract before dispatch if:

  • The goods are no longer available
  • A pricing or product description error is discovered
  • We are unable to verify your payment or delivery details

In any such case we will refund any payment in full.

4. Prices and payment

All prices are shown in pounds sterling (GBP). Delivery charges, where they apply, are shown separately at checkout before you pay.

We use industry-standard payment processors. Payment is taken at the time you place your order. By submitting payment details, you warrant that you are authorised to use the payment method.

While we take care to ensure pricing is accurate, errors occasionally occur. If we discover an error in the price of goods you have ordered, we will contact you and offer you the option to continue at the correct price or cancel the order for a full refund.

5. Stock availability and lead times

Most stock is held by the manufacturer rather than at our premises, and live stock figures are not always available to us. Lead times shown on the site are estimates based on current information from our suppliers and are not guaranteed.

If a manufacturer's lead time extends after you have ordered, we will contact you with the revised dispatch date and offer either a price reduction or a full refund. See our Return Policy for further detail.

6. Delivery

We deliver to mainland UK only. We do not currently deliver to the Scottish Highlands, offshore islands, Northern Ireland, the Isle of Man, or the Channel Islands.

Goods are dispatched and delivered by third-party carriers, typically arranged directly by the manufacturer or our suppliers on our behalf. We do not hold stock at our own premises. Once we receive confirmation of dispatch, we will send you a dispatch confirmation email together with any tracking information available.

Stoves and flue systems are heavy palletised goods and are normally delivered to kerbside only. It is your responsibility to ensure:

  • Safe and reasonable access to the delivery address
  • Someone is available to receive and check the goods at the agreed time
  • The goods are inspected on arrival

Any visible damage to packaging or goods should be noted on the carrier's paperwork at the point of delivery and reported to us within 48 hours with photographs. Claims for transit damage cannot generally be made once the delivery has been signed for as undamaged.

Risk in the goods passes to you on delivery. Legal ownership passes to you once we have received payment in full.

7. Installation, fitting, and safety

Stoves sold by us are appliances that must be installed in accordance with UK law:

  • Solid fuel and gas appliances must be installed by a suitably qualified, HETAS, Gas Safe, or equivalent registered installer
  • Installations must comply with Building Regulations Part J (England & Wales) or the equivalent in Scotland and Northern Ireland, including flue, hearth, and ventilation requirements
  • Carbon monoxide alarms are a legal requirement in rooms with solid fuel appliances

You are responsible for ensuring the appliance is suitable for your property and is installed legally and safely. We are happy to advise on suitability but we are not liable for installation work carried out by you or by a third party not engaged directly by us.

Where we provide installation services through our own HETAS-registered installers, separate terms will be supplied with the installation quote.

8. Product information and images

We take care to describe and photograph products accurately. However:

  • Images are for illustration only — colours, textures, and finishes may vary slightly from those shown on screen
  • Specifications (heat output, efficiency, dimensions, fuel compatibility) are supplied by the manufacturer and may change without notice
  • Output figures are nominal and depend on fuel type, moisture content, draw, and installation

If a material change to a product's specification is made between the time of your order and dispatch, we will contact you before sending the goods.

9. Returns, cancellation, and faulty goods

Your right to cancel an order and return goods, as well as your rights in respect of faulty, damaged, or incorrectly described goods, are set out in full in our Return Policy. That policy forms part of these Terms.

10. Limitation of liability

Nothing in these Terms limits or excludes our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any matter for which it would be unlawful to limit or exclude liability, including your statutory rights under the Consumer Rights Act 2015

Subject to the above, our total liability to you for any loss arising under or in connection with a contract between us is limited to the price you paid for the goods in question. We are not liable for:

  • Indirect or consequential losses
  • Loss of profit, income, business, or expected savings
  • Installation costs, removal costs, or third-party fees where the goods themselves are not faulty
  • Any loss arising from your failure to install or use the goods in accordance with the manufacturer's instructions or applicable law
  • Acts or omissions of third-party carriers or manufacturers beyond our reasonable control

11. Manufacturer warranties

Most stoves and components carry a manufacturer's warranty. The terms, length, and claim procedure are set by the manufacturer and supplied with the product. Warranty cover is in addition to your statutory rights and our obligations under the Consumer Rights Act 2015.

To preserve warranty cover, products must generally be:

  • Installed by a suitably qualified registered installer
  • Used in accordance with the manufacturer's instructions
  • Burned only with the fuels approved by the manufacturer

12. Intellectual property

All content on the Burner Hub website — including text, images, logos, page layout, and source code — is owned by us or our licensors and is protected by UK and international copyright. You may view, download, and print pages for personal, non-commercial use. You may not reproduce, redistribute, or use the content for any commercial purpose without our written permission.

13. Acceptable use

You agree not to:

  • Use the site for any unlawful purpose
  • Attempt to gain unauthorised access to any part of the site, server, or related systems
  • Scrape, harvest, or systematically copy site content
  • Upload or transmit viruses, malicious code, or other harmful material
  • Interfere with the proper operation of the site

We may suspend or terminate your access to the site if you breach these Terms.

14. Privacy

How we collect and use your personal information is set out in our Privacy Policy.

15. Events outside our control

We are not liable for delay or failure to perform our obligations where the cause is outside our reasonable control — including strikes, supplier failure, transport disruption, fire, flood, severe weather, epidemic, or act of government. Where such an event affects your order, we will contact you and offer either a revised timescale or a full refund.

16. Changes to these Terms

We may amend these Terms from time to time. The version applicable to your order is the one published on the site at the time you place your order. Material changes will be highlighted on the site.

17. Governing law and jurisdiction

These Terms and any contract formed under them are governed by the laws of England and Wales. Disputes will be subject to the non-exclusive jurisdiction of the English courts. If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and the mandatory consumer protection laws of your country of residence continue to apply.

18. Contact