Terms and Conditions

T: 01328 700161 / 07966 661

01328 700161

We are following the government's guidance on Covid 19 wherever possible.

However you accept full responsibility for allowing us into your home, and will follow guidance wherever possible to ensure your own safety and the safety of Norfolk Stove Installer

Where a new chimney(s) is/are required (masonry or prefabricated) the customer is solely responsible for seeking advice from the local authority that this is permitted and if necessary obtain planning approval prior to committing to purchase / installation. (Smokeless zones, Listed building, conservation area)

It is NOT the responsibility of Norfolk Stove Installer or its agents to seek these approvals and we shall not be held responsible in any respect for any installations carried out without the required local authority approvals.

Acceptance of our quotations is also acceptance of our terms and conditions, which are:-

Norfolk Stove Installer: Terms and Conditions.

We reserve the right not to accept work after a quotation has been supplied.

The company is Mr Kerry Walpole trading as Norfolk Stove Installer.

Company address is. The Old Rectory, Mileham Road, Litcham. Norfolk. PE32 2NZ

In the following terms and conditions - we: our: us: Norfolk Stove Installer: and the company: refers to "Norfolk Stove Installer".

The company is registered to resell and install woodburning stoves, multifuel stoves and all associated accessories and equipment, and offer advice on product selection.

Norfolk Stove Installer do not accept ANY responsibility or liability where customers / buyers elect to install products themselves or use non qualified persons to install upon their instruction.

Also note product warranties (and insurances) may also be invalidated where products are incorrectly installed and /or installed by non qualified persons.

Norfolk Stove Installer have carefully selected leading brand products from reputable manufacturers, whose products conform to the most stringent testing, current legislation and offer warranty on the product.


1.1 Payment: by cash, Bank transfer or cheque only.

1.2 A non refundable deposit, agreed at the time of the accepted quotation, is required on all orders placed.

1.3 On all orders where deposits have been received the balance is to be paid on completion of the job and or delivery of the goods ordered

1.4 The title of the goods remains that of Norfolk Stove Installers until paid for in full.

1.5 We reserve the right to charge bank rate plus 5% per day (or part thereof) for outstanding accounts.


2.1 Installation: once an order has been acknowledged and deposit paid we will advise an approximate delivery and or where applicable an installation date.

Installation dates are given in good faith, however if for reasons beyond our control we have to rearrange the date (example: safety issues due to adverse weather conditions) we will rearrange by consent the earliest possible alternative. We shall not be held responsible for any liability for any direct or indirect costs / losses as a consequence of the date change.

2.2 Where we have taken delivery of goods against a customer order and have agreed in principle an installation date then the customer defers the delivery and / or installation date beyond that agreed we reserve the right to request the balance of payment in full be paid by the original delivery / install date.

2.3 Where a quote does NOT include scaffolding, and scaffolding is later required, this is the customers responsibility. Quotes are given in good faith, however sometimes when works commence, it may come to light that scaffolding is required in order to maintain safety.

2.4 We are NOT responsible for any works NOT carried out by Norfolk Stove Installer.


3.1 All images of products illustrated by means of product brochures, our web site and / or links to our supplier websites should be regarded as "illustrative" ONLY as details may be subject to change without prior notice due to the manufacturer having a policy of ongoing product development. We will of course endeavor to bring to your attention any detail changes of which we are aware, however goods supplied may differ slightly as a consequence.

3.2 Dimensions provided by our suppliers should be regarded as "nominal" and as a guide only due to manufacturing tolerances.

3.3 We will not accept any liability to supply additional materials or incur costs where the buyer/customer has provided us with inaccurate and /or incomplete dimensions / information and the product(s) supplied are therefore incorrect or incomplete as a result.

3.4 Colours may vary slightly from those illustrated. Stove warranties normally exclude naturally wearing ‘consumable’ parts such as: Glass & seals, firebricks, grate parts, baffles, log retainers, pilot assemblies, thermocouples, fuel effects and the surface finish of the unit. Liner warranties are 10 years unless otherwise specified in writing.

3.5 Information and contents on the "Norfolk Stove Installer" web site and links to our suppliers and their associated information must be regarded as being for guidance only, and we shall not be responsible for any misinterpretation or misrepresentation.


4.1 By asking us to commence works you are agreeing to our quotation, this must be in writing or via email. You are agreeing to an individual, registered to our company through HETAS to carry out all works.

4.2 Any extra works MUST be agreed in writing by both parties before works are carried out. Norfolk Stove Installer will not be held responsible for works that are ASSUMED to be carried out, that are not carried out, if they are not detailed in the agreed quotation supplied to the customer.

4.3 Where a quote does NOT include scaffolding, and scaffolding is later required, this is the customers responsibility. Quotes are given in good faith, however sometimes when works commence, it may come to light that scaffolding is required in order to maintain safety.


5.1 Any problems MUST be pointed out to the builder / engineer at the completion of works.

5.2 Unless instructed otherwise you agree to us using photographs of the "pre job" and "completed job" at your property on both our print and online marketing platforms where required


How to complain

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be time where our customers may not be completely satisfied.

To ensure that we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 01328 700161 or via email: norfolkstoveinstaller@hotmail.com and we aim to respond within 5 working days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we cannot resolve any complaints using our own complaints procedure, as a Hetas registered company we use Hetas for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 01684 278170 or via their website www.hetas.co.uk

It is advisable to have your chimney swept, if applicable, prior to a new stove being fitted. Norfolk Stove Installer are not responsible for soot damage from an existing chimney to either floor coverings, furnishings or painted surfaces.

Every care is taken when works are carried out on the roof, however if the roof is in poor condition, (loose ridge tiles, rotten battens, loose or de laminated tiles or slates) Norfolk Stove Installers cannot be held responsible for further damage to tiles, slate, felt, battens lead etc.

Due to constantly changing regulations it is the sole responsibility of the customer to ensure PRIOR to purchase that local regulations permit the installation and use of wood fired appliances at their post code (example smokeless zones).

We reserve the right to add to and /or amend our Terms and Conditions of trading without giving prior notice.