Please read these Terms and Conditions ("Terms", "Terms and Conditions") carefully before using the www.twilightfires.co.uk website (the "Service") operated by CLASSAQUA LIMITED ("us", "we", or "our").

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of these Terms, you must not use the Service.

Definitions

Working Days: Monday to Friday, excluding public holidays. Orders placed after 3:00 pm are treated as received on the next working day.

Dispatch Date: The date on which the order is booked and handed over to the courier. This is not the same as the delivery date.

Estimated Delivery Time: The expected timeframe stated on the relevant product page. This is an estimate only and is not guaranteed.

Fast-Track Delivery: An optional paid upgrade available on selected products. Fast-track orders are prioritised ahead of standard orders, but delivery times may still vary.

Dispatch Cut-Off Time: Orders placed after 3:00 pm are processed on the next working day unless otherwise stated.

Completed Delivery: An order is considered completed once it has been delivered to the shipping address provided by the customer or accepted by someone on their behalf.

Cancelled After Dispatch: Any cancellation request received after an order has been dispatched is subject to applicable delivery and return-related charges, including where the original order qualified for free delivery.

General Terms of Sale

Order of Acceptance

Upon acceptance of your order, we will send a confirmation email to you. Your receipt of this email confirmation shall serve as our acceptance of the order and the formation of a contract between you and us for the sale of the goods ordered. Despite our best efforts, certain products shown as available at the time of confirmation may become unavailable. In such cases, we will inform you as soon as possible and refund any unavailable items to the original payment method. If payment has not yet been processed, funds for the unavailable items will not be withdrawn.

Purchases

You are encouraged to familiarise yourself with your rights under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We deliver to the United Kingdom only unless otherwise agreed in writing.

If you wish to purchase any product or service made available through the Service ("Purchase"), you may be asked to supply information relevant to your Purchase including, without limitation, your payment details, billing address, and shipping information.

You represent and warrant that: (i) you have the legal right to use any payment method in connection with any Purchase; and (ii) the information you supply to us is true, correct and complete. CLASSAQUA LIMITED is not responsible for any loss or damage arising from false or inaccurate information submitted by you.

By submitting such information, you grant us the right to provide the information to third parties for the purpose of completing Purchases.

We reserve the right to refuse or cancel your order at any time for reasons including but not limited to product availability, pricing or description errors, order errors, suspected fraud, or unauthorised or illegal transactions.

Availability, Errors and Inaccuracies

We are constantly updating our products and services. Products or services available on the Service may be mispriced, described inaccurately, or unavailable, and there may be delays in updating information on the Service and in our advertising on other websites. We do not guarantee the accuracy or completeness of any information, including prices, images, specifications, availability, and services. We reserve the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. This does not affect your statutory rights.

Tradesmen, Installers and Third Parties

We are not responsible for third-party tradesmen, installers, contractors, or any costs, losses, delays, or day rates incurred as a result of their booking, attendance, cancellation, or performance. Customers should not arrange installation, building works, property modifications, or third-party services until goods have been delivered, inspected, tested where appropriate, and confirmed as suitable. This does not affect your statutory rights.

Add-On Products

Certain items on our website, such as decorative hearths, wall plinths, flue pipes, log sets, glass screens, media kits, and other accessories, may be offered as add-on products to complement our main stove and fireplace ranges.

• Add-on products appear as separate items in the shopping cart and must be paid for in full to be dispatched.
• Add-on products may be purchased at the same time as a compatible stove or fireplace for combined delivery where available.
• If an add-on product is removed from your cart prior to checkout, or not paid for, it will not be included with your order.
• Add-on products may be purchased separately, however an additional delivery charge may apply.
• We reserve the right to amend or cancel any add-on order placed without the applicable delivery charge.

Intellectual Property

The Service and its original content, features, and functionality are and will remain the exclusive property of CLASSAQUA LIMITED and its licensors. The Service is protected by copyright, trademark, and other laws of the United Kingdom and foreign countries. Our trademarks, branding, photography, video, and trade dress may not be used in connection with any product or service without our prior written consent.

Links To Other Websites

Our Service may contain links to third-party websites or services that are not owned or controlled by CLASSAQUA LIMITED. We assume no responsibility for the content, privacy policies, or practices of any third-party websites or services.

Termination

We may terminate or suspend your access immediately, without prior notice or liability, for any reason whatsoever, including if you breach these Terms.

Indemnification

You agree to defend, indemnify and hold harmless CLASSAQUA LIMITED and its employees, contractors, agents, officers and directors from and against any claims, damages, obligations, losses, liabilities, costs or debt, and expenses arising from your use of the Service or your breach of these Terms, to the extent permitted by law.

Limitation Of Liability

To the fullest extent permitted by law, CLASSAQUA LIMITED shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation loss of profits, goodwill, data, business interruption, contractor costs, or installation delays, arising out of or in connection with your use of the Service or the goods supplied. Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited.

Disclaimer

Your use of the Service is at your sole risk. The Service is provided on an "AS IS" and "AS AVAILABLE" basis. We do not warrant that the Service will function uninterrupted, be secure, or be error-free at all times.

Governing Law

These Terms shall be governed and construed in accordance with the laws of England and Wales.

Changes

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide reasonable notice before new terms take effect.

Privacy Policy and Cookie Policy

Please refer to our Privacy Policy and Cookies Policy. You agree that they form part of these Terms.

Delivery

Order Confirmation

When we receive your order, we provide confirmation by email. At this stage, your payment method may be pre-authorised. We then check with our warehouse or suppliers to ensure your order can be fulfilled. Once fulfilment is confirmed, or you agree to wait for a back-order, payment will be processed.

Estimated Delivery Dates

Estimated delivery dates are approximate. While we aim to meet them, circumstances beyond our control, including courier delays, supplier delays, and access issues, may result in changes.

How Will My Order Be Delivered?

All orders will be delivered using the fastest, safest, and most reliable methods available. The warehouse or supplier will choose the most suitable courier and delivery method after you order. It is not possible to choose a courier or delivery method yourself unless agreed in writing in advance.

There may be additional charges if we have to rearrange a delivery date after a delivery date has been confirmed with you and the courier.

Delivery Area

We deliver to most places in mainland United Kingdom. Delivery outside mainland UK may be unavailable or subject to additional charges. If your address is outside mainland UK or in a surcharge postcode area, please contact us before ordering.

Access

It is your responsibility to inform us before placing an order of any access issues that may affect delivery, including narrow roads, vehicle restrictions, stairs, restricted access points, or any other difficulties for large vehicles or pallet deliveries. Failure to provide this information may result in additional charges, failed delivery charges, or refusal of delivery.

Re-Delivery Charge

In the event of unsuccessful delivery attempts by the carrier, or a failure by the customer to adhere to the previously agreed delivery schedule, CLASSAQUA LIMITED reserves the right to impose additional charges for any extra costs incurred as a result of such failed delivery.

Delivery Policy Disclaimer

Once a delivery date has been confirmed by the customer, it is the customer’s responsibility to ensure availability to accept delivery on the agreed date.

• If the customer is unavailable to accept the delivery after confirming the date, a redelivery charge will apply before the item can be delivered again.
• If the customer chooses to cancel the order at this point, the cost of the original delivery and any additional delivery-related costs incurred may be deducted from the refund amount.

By confirming the delivery date, the customer agrees to these terms.

Re-Delivery Charge (Pallet Deliveries)

Pallet deliveries are scheduled in advance, and customers are notified of the delivery date and time by email or text. Customers must confirm or request changes by 4pm on the day they are notified.

If the customer does not respond by this deadline, delivery will proceed as scheduled. If delivery fails due to:

• No response by the deadline
• Customer unavailability
• Access issues at the delivery location
• Late request to change the delivery time

CLASSAQUA LIMITED reserves the right to apply a redelivery fee to cover any additional costs incurred.

Please note:

• Requests to change the delivery time after 4pm on the notification day may incur an additional charge.
• No response is treated as agreement to the scheduled time.

Delivery Policy Disclaimer – Pallet Deliveries

Once a delivery date and time are scheduled, customers will be notified by email or text. Customers must respond to confirm or request changes by 3pm on the day of notification.

It is the customer’s responsibility to:

• Confirm or amend the delivery time by the stated deadline
• Ensure someone is available at the scheduled time
• Ensure the delivery location is accessible for a pallet truck

If delivery fails due to no response, unavailability, or access issues:

• A redelivery charge will apply
• If the order is cancelled at this stage, the original delivery fee and any associated courier charges may be deducted from any refund

By failing to respond by 3pm on the day of notification, the customer agrees to the scheduled delivery and these terms.

Cancellation After Dispatch (Including Free Delivery Orders)

Orders cancelled after dispatch will be subject to a deduction from the refund total to cover delivery costs incurred by us, even if the order originally qualified for free delivery. This reflects actual courier costs already paid at the time of dispatch.

If the item is already in transit, customers must either refuse delivery or return the goods using a tracked and insured courier at their own expense unless we agree otherwise in writing. Additional fees may apply if a return collection is required.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason, unless the goods fall within an exception or limitation permitted by law. The cancellation period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. To exercise the right to cancel, you must inform us of your decision by a clear statement sent by email to support@twilightfires.co.uk. Under the Consumer Contracts Regulations, a consumer generally has 14 days to notify cancellation and a further 14 days to send goods back. :contentReference[oaicite:1]{index=1}

Custom-made or made-to-order items cannot be cancelled once work has started on the order.

If a pre-built media wall is ordered and then cancelled after the CAD drawing has been generated, we reserve the right to deduct a £200 design fee to cover work completed.

To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired.

Once the cancellation period has expired, we may still accept returns at our discretion, although additional charges may apply. This does not affect your statutory rights.

Certain goods are exempt from, or subject to limitations on, cancellation rights where permitted by law. This includes, but is not limited to:

• Perishable goods
• Flammable liquids and fuels, including bioethanol fuel once opened
• Goods that have been used, installed, altered, or incorporated into another structure
• Goods that cannot be safely or hygienically returned once handled

For safety reasons, we cannot accept returns of flammable or hazardous products once they have been opened or used.

This does not affect your statutory rights.

Partial Returns

Items sold as part of a set, bundle, upgrade, or package must be returned in full unless explicitly agreed in writing before purchase. We do not accept partial returns of individual components from bundled orders unless agreed in advance.

Effects of Cancellation

If you cancel this contract during the 14-day cancellation period, we will reimburse payments received from you in accordance with applicable law. This generally includes the basic outbound delivery cost, though we do not have to refund any extra amount paid for a delivery method more expensive than the cheapest standard option offered. :contentReference[oaicite:2]{index=2}

Where cancellation takes place after dispatch and lawful deductions apply, we may deduct delivery costs already incurred, supplementary delivery costs chosen by you, and any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by law. Nothing in this section affects your statutory rights.

We will make reimbursement without undue delay and not later than:

• 14 days after the day we receive back the goods supplied; or
• if earlier, 14 days after the day you provide evidence that you have returned the goods; or
• if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel.

We will make reimbursement using the same means of payment as you used for the initial transaction unless otherwise agreed. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

You will bear the direct cost of returning the goods unless otherwise required by law.

Business-to-Business / Trade Returns

For TRADE / B2B customers only, products may be accepted back at our discretion if unused and in original packaging. A restocking fee of 20% of the product purchase price may be deducted from any refund or credit. Credit notes may be issued instead of refunds for TRADE / B2B customers unless otherwise agreed.

To Return a Product To Us

Please make sure the product was received by you within the last 14 days if you are exercising cancellation rights.

Send an email to support@twilightfires.co.uk.

• Goods must be in their original packaging where reasonably possible
• A registered carrier must be used and the item must be tracked
• Please notify us by email once the returned goods have arrived
• We will require proof of delivery

Your email should include:

• Your name
• Order reference number
• Your address
• Email address
• Contact number
• Date of purchase
• Date the goods were received
• Which item(s) you wish to return if the order contained multiple items

When we approve a return, please send the product with a note indicating whether you want an exchange or a refund. Please contact us for the correct returns address. Do not send any item to our office address unless instructed.

Sending a Return Back To Us

Some of our products are fragile or delicate. If you return such an item, you must ensure that the courier used is aware of the nature of the shipment and that the return is fully insured to its retail value.

Damaged, Faulty or Missing Items

Please inspect your goods on arrival and before signing for delivery wherever possible. If you receive a damaged or faulty product, or a product with parts missing, please notify us within 48 hours so that we can investigate promptly with the courier or supplier. This does not affect your statutory rights. Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for purpose, and as described, and those rights cannot be excluded. :contentReference[oaicite:3]{index=3}

We reserve the right to remedy defects or discrepancies by repair, replacement, price reduction, or refund, as appropriate and in accordance with applicable law.

Warranty

Our warranty begins from the date of purchase and covers defects in materials and workmanship under normal use, subject to the terms of the relevant manufacturer warranty and our published warranty policy. Proof of purchase is required. Warranty coverage is non-transferable and applies only to the original purchaser unless expressly stated otherwise.

Full warranty details can be found on our warranty policy page.

Installation & Warranty Disclaimer (Customer Responsibility Clause)

Important: All electric fires must be installed in accordance with the manufacturer’s instructions and our installation guidelines.

We strongly recommend testing the appliance before installation and using a qualified, experienced installer.

Damage or faults that occur during or after installation, such as cracked glass, bent frames, blocked vents, electrical faults, or noisy motors caused by dust or debris entering the unit, are not considered manufacturing faults and are not covered under warranty unless required by law.

The internal fan and motor are particularly sensitive to dust and plaster particles. Fires must be properly protected during construction.

It is the responsibility of the customer and/or their installer to ensure the fire is tested prior to fitting, handled carefully, and fully protected during any building work.

We reserve the right to charge for diagnostics, repairs, or replacement units where issues have resulted from incorrect installation, damage, misuse, or neglect, to the extent permitted by law.

Customer Responsibilities

It is the customer’s responsibility to inspect all goods upon delivery and report any visible damage, missing items, or discrepancies promptly. Claims raised later may be harder to investigate with couriers or suppliers. This does not affect statutory rights.

Force Majeure

CLASSAQUA LIMITED shall not be held liable for any delay or failure in performance caused by circumstances beyond our reasonable control, including but not limited to natural disasters, war, terrorism, government action, labour disputes, courier or logistics disruptions, supplier failures, power outages, cyber incidents, or pandemics.

User-Generated Content and Intellectual Property

By submitting reviews, photos, videos, or other content to Twilight Fires through our website, email, or social media, you grant CLASSAQUA LIMITED a non-exclusive, royalty-free licence to use, reproduce, and distribute that content across our marketing channels. You retain ownership of your content.

CLASSAQUA LIMITED retains full intellectual property rights over original product images, branding, videos, and visual content created or commissioned by us. Unauthorised use, reproduction, or distribution of our content may result in formal action.

Contact Us

If you have any questions about these Terms, our Returns and Refunds Policy, or your order, please contact us:

• By phone: 0330 043 0631
• By email: support@twilightfires.co.uk