Using this site indicates your acceptance of these terms and conditions. Placing an order indicates your acceptance and the terms listed are subject to change at any time. Any changes will take effect on the date they are posted onto the site.

If you would like any further information please contact us using the information on our contact page.

If you are in a congestion charge zone, then this is also added to the delivery price.

To order goods over the telephone or on our website, you must be at least 18 years of age and accept delivery within mainland UK

All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the order status has been confirmed as ‘Order Placed’. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person, by telephone or e-mail).

We accept all major credit and debit cards including Visa, MasterCard, Switch, Solo, Electron and Delta. You may also pay by cheque (payable to: Pepper’s) although we cannot dispatch the goods until payment has been cleared which can take at least 14 days. BACS/CHAPS payments are also accepted.

The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT and delivery charges.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative and give you the opportunity to cancel the order. Our prices are constantly under review and occasionally a supplier may reduce their prices due to excess stock or a special offer. We cannot be held responsible and no refunds will be given, if, after purchasing an item, it is later offered at a reduced price.

All product specifications, images, descriptions and other information communicated by us, whether displayed on our website or communicated over the telephone, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible. However, just occasionally we make or discover an error in the price, description or specification of a product; as such we cannot guarantee the reliability or accuracy of the information communicated. If we discover such an error on a product, which you have ordered, we will inform you as soon as possible and ask whether you wish to continue with your order or cancel it.

Full product details are available from the manufacturer’s brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer. All product images, descriptions, dimensions and specifications are offered as a guide only and are subject to change at any time by the manufacturer. Do not rely on the product dimensions, images or specifications shown on this site for installation preparation.

You must provide us with your exact billing address and telephone number when placing your order; this is the address and telephone number which your credit or debit card provider has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received. We may occasionally ask for proof of address such as a recent utility bill, passport or driving licence.

All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.

We will make every effort to keep your details secure and we will not supply or sell any customer details to any outside organisation or third party at any time.

All items are subject to availability. We can only guarantee availability whilst stocks last. If the goods ordered are unavailable, we will contact you with suggestions of alternative goods of equivalent quality and wherever possible a similar price.

A small number of images on this web site may have been digitally created to represent a colour/option of a product where no actual image exists. All images, descriptions and specifications are offered as a guide only and we strongly recommend viewing the products prior to placing your order to avoid any misrepresentation. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not meeting customer’s expectations.

It is the customer’s responsibility to ensure that products purchased conform to all necessary installation requirements stated in manufacturer’s instructions prior to ordering. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not suitable for installation. We strongly recommend having a survey carried out prior to ordering and contacting the manufacturer’s technical department for any questions you may have.

Certain fireplaces are made from natural products including marble and stone. These natural stones are formed over millions of years and as such is prone to fossils and other natural inclusions such as open veining and pitting caused by air pockets. These features are of no detriment to the fireplace and have been deemed acceptable by the manufacturer.

Polished Cast Iron and plated products are not recommended for solid fuel appliances as some localised discolouration may occur. Occasionally this process, which does not affect the serviceability of the product, may also occur with gas fires. If a slight local change in colour will cause distress, it is strongly recommended that black products are selected.

Pepper’s  reserves the right to refuse the supply of goods at its discretion ordered by you or to deliver to any particular postcodes.

Delivery does not include areas such as Isle of Man, Isle of Wight, Ireland, Scottish Isles etc. For delivery to these areas, please contact us to discuss availability and costs.

We will only deliver goods to the billing address on the order.

Delivery time estimations are quoted in working days (not including Saturdays, Sundays or public holidays) Delays in delivery of goods is sometimes outside of our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only.

We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods. If we or our suppliers are temporarily out of stock or the item ordered is a special order, we will notify you of this position and you should allow up to 28 days for dispatch of the goods.

If you require your products by a specific date, provided we are able to obtain the products we can arrange an express overnight delivery for an additional charge. Please add this information into your delivery instructions when placing your order.

Please note: The delivery cover ground floor only with a one man delivery, if you have any special requests for delivery (for example if you live in a flat) please make us aware of this at the time of purchase and we shall endeavour to arrange a special delivery for you. This may come with an additional charge, please contact us for further information. Certain items will be delivered on a pallet. In these cases, the driver is only available to leave the item outside your house. You must make your own arrangements for unpacking the pallet and taking the product into your home.

If you are unable to accept delivery on the day we have agreed, please notify us as soon as possible and at least 24 hours before the planned delivery day. If you do not notify us within this time and we were unable to deliver the goods to your home on the day that we agreed and scheduled, we reserve the right to charge a second delivery fee. All pallet deliveries will be booked-in by the freight company prior to delivery. If there is no one to accept the delivery on the agreed day, a re-delivery charge will be made.

You should examine your goods within 24 hours of delivery to check for any damage or missing items or incorrect parts. If you receive goods in a damaged condition, missing or incorrect parts, please make a note of this on the dispatch note, you will need to notify us of this by phone or email in any case within 48 hours from receipt of goods.

We will not accept liability for any claims for goods which are damaged, incorrect, shortage or with missing parts which are not notified within 48 hours after the goods were delivered. For damage claims we will require photographic evidence sending and a description of the damage by email.

We will not be responsible for compensating you for any losses you may suffer due to incorrect items sent, damaged items or faulty goods once installation has commenced. All goods must be thoroughly checked by a responsible person within 24 hours of receipt and it is deemed that you have accepted all goods once installation has commenced.