Fire Grate Replacement - Big Green Egg

1. Delivery & Collections

1.1. We aim to deliver to all customers within 10 working days of receiving your order into our warehouse from the manufacturer.

1.2. Deliveries are to within mainland England and Wales. If you require a delivery to Scotland, Northern Ireland, Isle of Man, Jersey or Guernsey this will attract an additional charge.

1.3. We offer free delivery for all orders over £300.00 to most UK mainland addresses.

1.4. Delivery charges to UK mainland addresses for orders under £300.00 depend on the size and weight of the items ordered:

1.4.1. £6.95 for parcels

1.4.2. £50.00 for items requiring a pallet

1.5. Please note that these charges exclude the Scottish Isles and Highlands and specific postcodes advised by our carriage companies. If you place an order for delivery to an affected postcode, we will contact you before shipping your goods and you can decide whether or not to proceed. Alternatively, you can contact our Customer Service team in advance with full delivery details for a postage quotation.

1.6. We do not deliver to Europe, USA and the Rest of the World but we do offer a service where overseas customers may arrange their own transportation of goods from our warehouse.

1.7. Deliveries are between Monday and Friday and will be an all-day appointment. Delivery can be on a Saturday but will incur extra charges.

1.8. Delivery will be by Pallet Courier, our own Delivery Team, or a Parcel Delivery Company.

1.9. In all cases your delivery will need to be physically signed for, otherwise the delivery will be aborted and a minimum aborted delivery and re-delivery charge of £50 will be incurred, along with carriage costs.

1.10. The Customer must open and inspect goods immediately upon receipt in the presence of the delivery driver. The Company will accept no responsibility for damage or missing goods after the driver has left. Once goods are signed for, they are deemed the responsibility of the Customer.

1.11. PALLET COURIER DELIVERY

1.11.1. Where your Order is oversize or overweight, the Company may use a pallet courier to deliver your purchase. Your purchase will be put on a pallet and the delivery courier will use a pallet truck to get it off their vehicle and to you.

1.11.2. If there are any accessibility issues (such as, but not limited to: stairs, gravel, obstructions, etc.) that will limit or hinder the delivery, this may result in the Order being delivered as a kerb side delivery.

1.11.3. While the driver is still on site, the Customer should check the packaging for any substantial damage (rips, large holes, damaged packaging, etc.). If any damage is visible, it is the responsibility of the Customer to contact the Company before the driver leaves as your Order may need to be refused and returned to the Company.

1.12. COMPANIES OWN DELIVERY TEAM

1.12.1. The Company deliver to certain postcodes with our own delivery team.

1.12.2. The Company will contact you to schedule a delivery date upon receipt of the Order being received to our warehouse.

1.12.3. The Companies Own Delivery Team will contact you on the scheduled delivery day to advise you of an estimated delivery time.

1.12.4. Your Order will be delivered to the front of your property outside and will not enter your property.

1.12.5. If there are any accessibility issues (such as, but not limited to: stairs, gravel, obstructions, etc.) that will limit or hinder the delivery, this may result in the Order being delivered as a kerb side delivery.

1.12.6. While the driver is still on site, the Customer should unwrap the Order and check that the goods are in acceptable condition. Any issues whatsoever must be reported by the Customer to the Companies delivery team or to the Company directly.

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1. Returns/Refunds & Cancellations under Distance Selling Rules

1.1. Under the Distance Selling Regulations the Customer has the right to cancel their Order for an item purchased on our website, from our showroom, or over the telephone at any time before the goods are dispatched or within 14 days of receiving your Order with the exception of items or situations detailed in points 9.4 – 9.6.

1.2. Cancellations within this period qualify for a full refund, excluding the cost of return postage if applicable and a reasonable deduction to reflect the reduced value of the goods.

1.3. A return will be considered providing you have taken reasonable care of the goods whilst they are in your possession. This does not affect your statutory rights as a consumer.

1.4. We are unable to issue a refund or accept a return if the product has been fitted or attempted to be fitted.

1.5. “Custom Order” or “Special Order” products, Accessories and Frames are non-returnable under distance selling rules or any circumstances. These are specifically:

1.5.1. Any Natural Gas, LPG or Propane fuel sourced product;

1.5.2. Any Be Modern Fires & Accessories;

1.5.3. Any Elgin & Hall Fires & Accessories;

1.5.4. Any Katell Fires & Accessories;

1.5.5. Any Focus Fireplaces Fires & Accessories;

1.5.6. Any manufacturer or brand Flue Component or Accessory;

1.5.7. Any manufacturer or brand Frames or Accessory;

1.6. All Ex-Display Items or Clearance Items are strictly non-returnable and non-refundable.

1.7. The return of any products whereby the box is damaged or the original packaging is not complete will incur a re-packaging charge of £50.00.

1.8. The Company reserves the right of discretion, to accept or refuse the return of any goods supplied and to require a restocking charge.

1.9. In the first instance the Customer should email solutions@greenfieldservices.com detailing the circumstances of the request for a refund and/or return. A member of our team will usually respond to you within two working days to discuss your request.

1.10. If your request for a refund and/or return is approved then it is the responsibility of the Customer to return the item(s) using the Customer’s own courier in the same manner as the goods were delivered. It is the Customer’s responsibility to ensure that all goods returned are properly packaged in original condition. Damaged packaging or incomplete goods will not be accepted for credit unless a prior agreement was made with the Company. If, upon receipt and examination of the returned goods, the Company finds there is a discrepancy in the Customer’s stated reason for returning the goods, the Company reserves the right to charge in full for the goods in question.

1.11. The Customer is advised to take our Insurance to cover the value of the products whilst in transit to us as the Company does not accept any responsibility for goods returned to us with transit damage.

1.12. As soon as the goods are received within our Warehouse, they will be inspected. If a refund is approved, we will refund your payment within five working days.

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