Terms and Conditions

Website Terms


“We” or “us” means Bespoke Fireplaces Ltd, trading as fireplace-factory.co.uk of
unit 6a Ashcroft Road Knowsley Merseyside L337TW
“You” means the person who buys or agrees to buy goods from us.
1. The contract between us
We must receive payment of the whole of the price for the goods that you order in cleared funds before your order can be accepted (the “Order”). Once payment has been received by us we will confirm that your Order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your Order brings into existence a legally binding contract between us (the “Contract”).
2. Price

1. The prices payable for the goods specified in your order are as set out in our website.
2. Delivery options will be available at point of checkout
3. Description of goods

1. We may make changes in the specification of the goods which do not affect their quality or performance where such changes are required to conform with any applicable legal requirements.
2. Photographs provided on the website are for illustrative purposes only and may not exactly match the goods themselves.
3. The goods are only suitable for use within the United Kingdom. If you intend to use the goods outside of the United Kingdom, please contact us to discuss your specific needs so that we can advise as to whether or not goods are suitable for your intended use.
4. Right for you to cancel your contract

1. The right for you to cancel your contract as set out in this paragraph 4 does NOT apply to goods you have ordered which are manufactured to your specification.
2. You may cancel your contract with us for the goods you order at any time up to the end of the fourteenth calendar days from the day after you receive the ordered goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
3. To cancel your contract you must notify us in writing, e-mail or by phone. We strongly recommend that you cancel with us by e-mail or letter so there is a record of the cancellation.
4. If you have received the goods before you cancel your contract then, unless you are unable to cancel your contract under clause 4.1 above, and you wish to return the goods yourself then you must do so without undue delay and no later than 14 days of the day on which you notify us in writing that you are cancelling your contract. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and either request that we collect the goods or arrange for them to be returned to us..
5. Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 14 days of the goods been returned to us. Provided that the goods in question are returned as new, in their original packaging and in the condition they were in when delivered to you. If they aren’t returned in an as new condition then we reserve the right to reduce the refund so we can repair the goods. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
5. Cancellation by us

1. We reserve the right to cancel the contract between us if:

1. we have insufficient stock to deliver the goods you have ordered;
2. we do not deliver to your area; or
3. one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
2. If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
6. Delivery of goods to you

1. We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order unless otherwise agreed in writing with you. Delivery costs displayed are for UK Mainland only for addresses in the Isle of Wight, Isle of Man, Channel Islands, Isle of Skye additional delivery charges will apply.
2. We will inform you of the anticipated delivery date for the goods which you have ordered and any date notified to you for delivery will be approximate only. Where you are getting a third party to install the goods you should not make arrangements for such third party to install the goods until you are in receipt of the goods.
3. You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
4. Goods damaged in transit must be noted at the time of delivery, documented on the delivery note and delivery refused. It is your responsibility to check the goods for damage with the delivery driver and to notify us of any damages within a reasonable period. We will not accept claims for goods damaged in transit that were signed for as being in good condition.
5. A signature will be required when the goods are delivered. We are under no obligation to identify the person signing on your behalf or to establish whether or not such person is authorised to sign for the goods on your behalf.
6. Where we have agreed a delivery date with you and our carrier it is your responsibility to be there to receive the delivery on the agreed date. If you are not present to receive the delivery on the date that we have arranged with you, then we reserve the right to charge you a minimum of £50 to cover the cost of the failed delivery.
7. For palletised deliveries, the goods will be delivered as close as possible to the front door of the delivery address you have given us. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats), or any other obstruction, delivery will be made as near to your property as possible.
8. For palletised deliveries, the driver is NOT insured to take the goods inside your property. The pallet will be delivered to a location as stated in clause 6.5, and it is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside.
7. Liability

1. If the goods we deliver are not what you ordered or are defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 working days of the delivery of the goods in question.
2. If you go ahead with installing an item that has arrived incorrectly or defective we shall have no liability to you as you should notify us of these points ahead of installation at which point the item has been deemed acceptable.
3. If you do not receive goods ordered by you within 60 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 30 days of the due date for delivery of the goods under the Contract.
4. If you notify a problem to us clause 7.3 above, our only obligation will be, at your option:
1. to make good any shortage or non-delivery;
2. to replace or repair any goods that are damaged or defective; or
3. to refund to you the amount paid by you for the goods in question in whatever way we choose.
5. For defective goods returned to us we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective goods. Goods returned by you because of a defect not caused by you or your servant or agent will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us
6. Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition or where delivery does not take place on the anticipated delivery date notified to you and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under clause 7.3.3 above.
7. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
8. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
8. Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Fireplace factory T/A Bespoke fireplaces Ltd Unit 6a Ashcroft road Knowsley Merseyside L33 7TW and all notices from us to you will be displayed on our website from to time.
9. Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
10. Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
11. Privacy
You acknowledge and agree to be bound by the terms of our privacy policy.
12. Third party rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
13. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
14. Entire agreement
These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

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Warranty information

Bespoke Fireplaces Warranty Coverage

Warranty Coverage

  • Duration of Warranty:
  1. Bespoke Panoramic 3DP range purchased after Feb 2024 is covered by a 5-year manufacturer's warranty.
  2. Bespoke Panoramic ranges X & S come with a 10-year warranty. The first 5 years include both labour and parts coverage. The subsequent 5 years provide parts-only coverage. The 10-year warranty starts from the date of delivery.
  3. Bespoke HD+ and Bespoke Panoramic ranges purchased before June 2022 are covered by the original 1-year manufacturer's warranty.
  4. Bespoke HD+ and Bespoke Panoramic ranges purchased after June 2022 are covered by a 3-year manufacturer's warranty.
  5. For products covered by a 10-year warranty for the November 2023 promotional offer:
  6. The first 5 years include both labour and parts coverage.
  7. The subsequent 5 years provide parts-only coverage.
  • Installation and Usage Requirements:
  1. The appliance must be installed strictly in accordance with the installation instructions provided with the product and is intended for use in both residential and business settings.
  2. The operation must align with the supplied operating instructions.
  • Product Registration:
  1. Standard 3-year Warranty begins from date of delivery, extended warranty must be registered online within 60 days of purchase.
  2. The promotional 10-year warranty starts from the date of purchase.
  • Non-Transferable Warranty:
  1. This warranty is non-transferable and applies exclusively to the original installation.
  • Maintenance Obligations:
  1. The appliance must be maintained in a diligent manner, ensuring cleanliness and freedom from debris and dust.
  2. In cases where the appliance is being installed in or on an existing brick chimney breast, the flue must be blocked to prevent any downdraft to prevent malfunctions of the appliance. The warranty is void if appropriate measures have not been implemented.

Warranty Exclusions:

  • Sole Warranty:
  1. This warranty provided by Bespoke Fireplaces Ltd is the sole warranty applicable, and no other implied warranties or extensions shall be considered valid.
  • Costs Not Covered:
  1. Bespoke Fireplaces Ltd will not be responsible for any installation, labour, or transportation costs associated with defective parts or incidental, indirect, or consequential damages, except as required by law.

Warranty Limitations:

  • Void Warranty Conditions:

The warranty becomes void if any of the following conditions are met:

  1. Exposure to corrosive conditions, whether direct or indirect, or installation or use near water.
  2. Prolonged exposure to dampness or condensation.
  3. Removal of parts without prior written authorisation from the company.
  • Non-Covered Items:
  1. This warranty does not cover replaceable items, such as ceramic components and batteries.
  2. Parts other than the main unit, such as the remote control, are covered by a 12-month warranty only.
  • Trim Surface Discolouration:
  1. Discolouration of polished trim surfaces is not covered by this warranty.
  • Misuse or Modifications:
  1. The warranty is void if the appliance has been subjected to misuse, accidents, modifications, or repairs by anyone other than an engineer authorised by Bespoke Fireplaces Ltd.
  • Extension Leads Prohibited:
  1. The appliance must not be used with an extension lead.

Warranty Claim Process:

  • Fault Reporting:
  1. In the event of a fault, please report it promptly using the designated 'fault reporting form.'
  • Eligibility for Engineer Visit:
  1. To be eligible for an engineer visit it is mandatory that the warranty has been registered.
  • Resolution Options for Faults:

The resolution options for faults include:

  1. Awaiting an engineer visit, with a potential lead time of up to 12 weeks.
  2. Opting for a convenient one-time fee of £12.99 for parts to be dispatched, along with access to service videos, enabling self-repair of the fault.
  • Out-of-Warranty Extension:
  1. For appliances that are out of warranty, the option exists to pay £199 to extend the warranty or select the parts-only option as listed above.
  • Warranty Coverage for Products Outside Mainland UK:
  1. For products shipped and installed outside mainland UK, the warranty coverage is parts-only. Labour coverage is not included for these products.
  • Noise Level
  1. The noise level produced by our fires may vary depending on their operation. It's important to note that because the fire is a moving part, it cannot be completely silent.
  • Maximum Testing Standard:
  1. We adhere to strict testing standards for our fires to ensure their quality and performance. The maximum noise levels for our fires, measured at a distance of 1 meter, are as follows:
  • With heat and fan on: 50dB
  • Flame effect only: 45dB

These noise levels are measured according to our testing standards and represent the maximum noise levels our fires should produce during their operation.

Product Registration

  1. Standard 3-year Warranty begins from date of delivery, extended warranty must be registered online within 60 days of purchase.
  2. The Standard 5-year Warranty begins from date of delivery, extended warranty must be registered online within 60 days of purchase.
  3. The standard 10-year Warranty begins from date of delivery, extended warranty must be registered online within 60 days of purchase.
  4. The promotional 10-year warranty starts from the date of purchase.

Resolution Options for Faults

Awaiting an engineer visit, with a potential lead time of up to 8 weeks.

November 2023 Promotional Offer - 10 Year Warranty

  1. All Bespoke electric fires purchased between 1st November - 30th November will be covered by a 10-year warranty, details of which can be found below.
  2. Bespoke Fireplaces Ltd has the right to withdraw the promotion at any time.
  3. Valid on products with value over £1000.

Clearance Items

Any items purchased within our clearance, maybe subject to slight damage or defects. We will do our upmost to ensure that these are explicitly stated on the description of the clearance product. Please note a delivery surcharge of £0.50/mile applies to clearance items outside of a 20 mile radius. Mileage is calculated from our Knowsley showroom at L33 7TW. A member of our team will contact you after ordering to take payment. Please note, clearance items are strictly non-refundable. All electric fires purchased in clearance sale come with 1 year warranty.



  1. All goods must be signed for upon delivery, in the event there is no one present to sign then delivery will be rescheduled.
  2. Upon delivery, customers have 30 minutes to check the goods and report any discrepancies to the delivery team.
  3. It is the customer's responsibility to check the goods on delivery to ensure they are in satisfactory condition.
  4. By signing for the goods customer is confirming satisfaction with the goods and proof of delivery.
  5. After a signature is obtained, the customer holds full responsibility for the goods.
  6. Any damage after the goods are signed for is the responsibility of the customer. Bespoke Fireplaces Ltd holds no responsibility.
  7. Goods can be delivered between 7 am and 7 pm. However, this is subject to unforeseen delays and times may vary.

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