Terms of service

TERMS OF SERVICE

1. ABOUT THESE TERMS

These Terms of Service (“Terms”) govern:

  • your access to and use of the website hatford.shop (the “Website”);

  • any order placed through the Website; and

  • the sale and supply of portable fireplaces, fireplace accessories and related products offered through the Website.

The Website is operated by:

HATFORD LTD
Company number: 17331859
Business address: 70 Brinksway, Stockport, SK3 0BY, United Kingdom
Email: contact@hatford.shop

In these Terms, “HATFORD”, “we”, “us” and “our” refer to HATFORD LTD. “You” and “your” refer to the person accessing the Website or purchasing products from us.

Please read these Terms carefully before using the Website or placing an order. By placing an order, you confirm that you have read and agree to be bound by these Terms.

Nothing in these Terms affects any mandatory rights that you have under applicable consumer law.

2. ELIGIBILITY

To place an order through the Website, you must:

  • be at least 18 years old;

  • have the legal capacity to enter into a binding contract;

  • provide accurate and complete contact, billing and delivery information; and

  • be authorised to use the payment method submitted with the order.

Our products are intended for lawful household or personal use unless the relevant product description states otherwise.

3. OUR BUSINESS AND FULFILMENT MODEL

HATFORD operates as an online retailer using a third-party fulfilment model.

Products may be:

  • sourced from third-party manufacturers, distributors or suppliers;

  • stored at warehouses operated by third-party fulfilment providers;

  • picked and packed by fulfilment providers; and

  • delivered by third-party carriers or courier companies.

Even where a supplier, warehouse, fulfilment provider or carrier handles a product or delivery, your contract for the purchase of the product remains with HATFORD LTD, unless we clearly inform you otherwise before you place the order.

Our use of third-party service providers does not reduce your statutory consumer rights or our responsibilities as the seller.

Orders containing more than one product may be delivered in separate packages or on different dates.

4. WEBSITE INFORMATION

We take reasonable care to ensure that information published on the Website is accurate.

Product images are provided for illustrative purposes. Colours, finishes and proportions may appear differently depending on your screen, lighting conditions and device settings.

Measurements, weights, capacities, heat outputs and other technical information may be approximate unless the product description states that they are exact.

You are responsible for checking the product description, dimensions, fuel type, power requirements, installation requirements and safety information before placing an order.

We may correct typographical errors, technical inaccuracies or omissions on the Website at any time.

5. PRODUCT AVAILABILITY

All products are subject to availability.

Adding a product to your basket does not reserve that product. A product may become unavailable before your order is accepted.

If a product becomes unavailable after you place an order, we may:

  • offer you a suitable alternative, which you are not required to accept;

  • offer to wait until the product becomes available; or

  • cancel the affected product or order and provide a full refund.

We will not replace a product with a materially different product without your agreement.

6. PLACING AN ORDER

You may place an order by following the checkout process on the Website.

Before submitting your order, you will be given an opportunity to review and correct your order details.

After you place an order, we will normally send an order acknowledgement by email. This acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.

A binding contract is formed when we send you:

  • a dispatch confirmation; or

  • another express confirmation that your order has been accepted.

If we cannot accept your order, we will notify you and refund any payment taken.

We may refuse or cancel an order where:

  • the product is unavailable;

  • payment cannot be authorised;

  • the billing or delivery information appears incorrect;

  • we suspect fraud, misuse or unauthorised activity;

  • delivery to the supplied address is not reasonably possible;

  • a purchase limit applies;

  • the order breaches these Terms; or

  • there is an obvious and unmistakable pricing or product-information error that you could reasonably have recognised.

7. PRICES AND TAXES

Prices are displayed in the currency shown on the Website.

Unless clearly stated otherwise, prices shown to UK consumers include applicable taxes.

Delivery charges and any other applicable charges will be displayed before you submit your order.

We may change prices at any time. Changes will not normally affect orders that we have already accepted.

Where an incorrect price has been published, we may contact you before dispatch and ask whether you wish to proceed at the correct price. You are not required to accept the corrected price.

8. PAYMENT

Available payment methods will be displayed during checkout.

By submitting payment information, you confirm that:

  • the information is complete and accurate;

  • you are authorised to use the selected payment method; and

  • sufficient funds or credit are available.

Payment may be processed by an independent payment service provider. Your use of that provider’s services may also be subject to its own terms and privacy policy.

We do not guarantee that every payment method will remain available at all times.

Where payment is taken but the order is not accepted, the amount will be refunded to the original payment method. The time taken for the refund to appear may depend on your bank or payment provider.

9. DELIVERY

We will deliver products to the address provided during checkout.

You are responsible for ensuring that:

  • the delivery address is accurate and complete;

  • the address can safely receive the product;

  • access is available for the carrier; and

  • someone is available to accept delivery where required.

Estimated delivery dates are estimates rather than guaranteed dates unless we expressly agree otherwise.

Unless a different delivery period has been agreed with you, we will deliver the products without undue delay and normally within 30 days after the contract is formed.

Delivery may be affected by:

  • product availability;

  • warehouse processing;

  • carrier capacity;

  • customs or border procedures;

  • severe weather;

  • transport disruption;

  • industrial action; or

  • circumstances outside our reasonable control.

We will inform you where we become aware of a material delay.

You may have the right to cancel an order for late delivery where:

  • delivery by the agreed date was essential and we failed to meet it;

  • you informed us before the contract was formed that delivery by a particular date was essential; or

  • we fail to deliver within a reasonable additional period that you have given us.

10. FAILED OR INCOMPLETE DELIVERY

Where delivery cannot be completed because:

  • the address supplied was incorrect or incomplete;

  • nobody was available to accept delivery;

  • access to the property was unavailable;

  • the package was not collected from the carrier; or

  • you refused delivery without a lawful reason,

the carrier may return the product to us or to our fulfilment provider.

We may charge reasonable and evidenced additional delivery or storage costs caused by the failed delivery, except where the failure was caused by us or the carrier.

Please contact us promptly if tracking information shows that a package has been delivered but you have not received it.

11. RISK AND OWNERSHIP

The product becomes your responsibility when it is physically delivered to:

  • you;

  • a person identified by you to receive it; or

  • a safe place expressly authorised by you.

Delivery to a carrier selected independently by you, rather than one offered by us, may transfer risk when the product is handed to that carrier.

Ownership of the product passes to you once we have received full payment for it.

12. INSPECTION FOLLOWING DELIVERY

Please inspect the package and product as soon as reasonably possible after delivery.

Contact us promptly if:

  • the package is visibly damaged;

  • the product is damaged;

  • components are missing;

  • you received the wrong product; or

  • the product appears unsafe or defective.

Where possible, please provide:

  • your order number;

  • a description of the issue;

  • photographs or video showing the product, packaging and shipping label; and

  • any other information reasonably required to investigate the issue.

Requesting evidence does not remove or limit your statutory rights.

Do not use a product that appears damaged, defective, incomplete or unsafe.

13. PORTABLE FIREPLACE SAFETY

Portable fireplaces and related heating products may involve flames, high temperatures, electricity, gas, fuel, hot surfaces, combustion products or other hazards.

You must read and follow all instructions, labels, warnings and safety information supplied with the product.

Depending on the product type, you must:

  • use only the fuel, power supply, accessories and replacement parts specifically approved for the product;

  • place the product on a stable, level, heat-resistant and non-combustible surface;

  • maintain all required distances from walls, furniture, curtains, decorations and combustible materials;

  • ensure appropriate ventilation where the product uses combustion;

  • never leave an operating fireplace unattended;

  • keep children, pets and vulnerable persons away from flames, fuel and hot surfaces;

  • never move the product while it is operating or still hot;

  • never add fuel to a fireplace that is lit, hot or has not fully cooled;

  • never overfill a fuel container;

  • clean spilled fuel fully before ignition;

  • keep fuel in its original approved container and away from heat or ignition sources;

  • never use a damaged product, damaged cable or leaking fuel container;

  • never cover the product or obstruct ventilation openings;

  • never use the product for cooking unless it is specifically designed and advertised for that purpose;

  • never modify, dismantle or attempt an unauthorised repair; and

  • use the product only in the locations and conditions permitted by the manufacturer.

Products described as suitable only for indoor or outdoor use must not be used in other environments.

Installation, assembly, electrical connection or gas connection must be performed by a competent or appropriately qualified person where required by the instructions or applicable law.

Failure to follow safety instructions may result in fire, burns, electric shock, carbon monoxide exposure, property damage, serious injury or death.

If you become aware of a safety incident, unexpected overheating, fuel leak, electrical fault or other potentially dangerous defect, stop using the product immediately and contact us at contact@hatford.shop.

Nothing in this section excludes our legal responsibility for supplying safe and compliant products.

14. CONSUMER RIGHT TO CANCEL

If you are a consumer purchasing online, you normally have the right to cancel your order without giving a reason.

The cancellation period expires 14 days after the day on which:

  • you, or a person nominated by you, receives the product;

  • you receive the last product where one order is delivered separately; or

  • you receive the last part or piece where a product is delivered in multiple parts.

To exercise your right to cancel, you must send us a clear statement before the cancellation period expires.

You may contact us at:

Email: contact@hatford.shop
Address: HATFORD LTD, 70 Brinksway, Stockport, SK3 0BY, United Kingdom

You may use the model cancellation form at the end of these Terms, but you are not required to do so.

15. RETURNING CANCELLED ORDERS

After notifying us that you wish to cancel, you must return the product within 14 days.

Please contact us before sending a return. We will provide the applicable return instructions and return address.

Products must not be returned to our business address unless we expressly confirm that the address accepts returns. Products may need to be returned to a fulfilment warehouse or another designated return facility.

For a change-of-mind cancellation, you are normally responsible for the direct cost of returning the product unless:

  • we agreed to pay the return cost;

  • the product is faulty, damaged, incorrect or not as described; or

  • applicable law requires us to pay it.

You are responsible for taking reasonable care of the product while it is in your possession.

You may inspect the product in the same way that you could reasonably inspect it in a physical shop. We may reduce the refund to reflect a loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functioning.

For safety reasons, a fuel-burning product should not be filled with fuel, ignited or used when you are only inspecting it for a change-of-mind return, unless such use is reasonably necessary and permitted by law.

Before returning a fuel product:

  • remove all fuel where this can be done safely;

  • ensure the product is completely cool;

  • follow all carrier restrictions concerning fuels and hazardous materials; and

  • do not send loose fuel, gas cartridges or prohibited substances through an unauthorised delivery service.

16. REFUNDS FOLLOWING CANCELLATION

Where you validly cancel an order, we will refund:

  • the price paid for the returned product; and

  • the cost of the least expensive standard delivery method offered by us.

We are not required to refund the additional cost of premium, express or other enhanced delivery selected by you above the standard delivery cost.

We will normally issue the refund within 14 days after the earliest of:

  • the day we receive the returned product;

  • the day you provide evidence that you sent the product back; or

  • where no goods were supplied, the day we are informed of your cancellation.

We may withhold the refund until we receive the product or evidence that it has been returned.

Refunds will normally be made using the original payment method unless another method is expressly agreed.

17. EXCEPTIONS TO CHANGE-OF-MIND CANCELLATION

The statutory change-of-mind cancellation right may not apply to certain products, including:

  • products made to your specifications;

  • clearly personalised products;

  • sealed products that are not suitable for return for health or hygiene reasons once unsealed;

  • products that become inseparably mixed with other items after delivery; or

  • other products excluded under applicable law.

Any exception will be applied only where legally permitted.

These exceptions do not remove your rights where a product is faulty, unsafe, damaged, incorrectly supplied or not as described.

18. FAULTY, DAMAGED OR MISDESCRIBED PRODUCTS

We are under a legal duty to supply products that are:

  • of satisfactory quality;

  • fit for any purpose made known to us;

  • as described;

  • safe; and

  • compliant with applicable law.

Your legal remedies may include a short-term right to reject, repair, replacement, price reduction or final right to reject, depending on the circumstances and applicable law.

If you believe that a product is faulty, damaged, unsafe or not as described, contact contact@hatford.shop and provide your order details.

Where a valid fault claim is established, we will bear reasonable return costs and provide the remedy required by law.

Damage caused by the following will not normally constitute an inherent product fault:

  • misuse;

  • failure to follow instructions or warnings;

  • use of an incorrect fuel, power source or accessory;

  • unauthorised modification or repair;

  • accidental damage after delivery;

  • ordinary wear and tear; or

  • use in an unsuitable environment.

However, we will assess each claim individually, and nothing in this section limits your statutory rights.

19. WARRANTIES

A manufacturer or supplier may provide an additional commercial warranty.

Any commercial warranty is separate from, and does not replace, your statutory consumer rights.

Warranty terms may require proof of purchase, product registration or compliance with operating and maintenance instructions.

HATFORD remains responsible for the statutory obligations that apply to us as the retailer, regardless of any separate manufacturer’s warranty.

20. PRODUCT RECALLS AND SAFETY NOTICES

We may contact you where:

  • a manufacturer or regulator issues a safety notice;

  • a product recall is required;

  • updated safety instructions are issued; or

  • corrective action is necessary.

You must follow reasonable safety instructions provided in connection with a recall or safety notice.

We may ask you to:

  • stop using the product;

  • disconnect it from power;

  • safely remove fuel;

  • return it;

  • allow a repair or modification; or

  • dispose of it according to specified instructions.

Where required by law, an appropriate remedy will be provided.

21. WEBSITE ACCOUNTS

The Website may allow you to create an account.

You are responsible for:

  • keeping your login details confidential;

  • providing accurate account information;

  • updating information when it changes; and

  • activity carried out through your account, except where caused by our failure to provide reasonable security.

You must notify us promptly if you believe your account has been accessed without authorisation.

We may suspend or close an account where reasonably necessary to protect the Website, our customers or our legal rights.

22. ACCEPTABLE USE

You must not:

  • use the Website for unlawful or fraudulent purposes;

  • attempt to gain unauthorised access to the Website, servers or customer accounts;

  • introduce viruses, malware or harmful code;

  • interfere with the operation or security of the Website;

  • scrape, copy or extract Website content through automated means without permission;

  • submit false reviews, fraudulent orders or misleading information;

  • impersonate another person;

  • use stolen payment information; or

  • infringe our rights or the rights of another person.

We may restrict access to the Website where we reasonably believe that these Terms have been breached.

23. INTELLECTUAL PROPERTY

Unless otherwise stated, the Website and its content, including text, design, graphics, logos, photographs, videos, software and layout, are owned by or licensed to HATFORD.

You may access and use the Website for personal, non-commercial shopping purposes.

You must not reproduce, distribute, modify, sell, licence or commercially exploit Website content without prior written permission from the relevant rights holder.

Product names, manufacturer names and third-party trademarks remain the property of their respective owners.

24. CUSTOMER CONTENT AND REVIEWS

Where the Website allows you to submit reviews, photographs or other content, you confirm that:

  • the content is accurate and based on your genuine experience;

  • you have the right to submit it;

  • it does not infringe third-party rights;

  • it is not unlawful, defamatory, threatening, discriminatory or obscene;

  • it does not contain malicious code; and

  • it does not include confidential or unnecessary personal information.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and adapt submitted content for operating and promoting our business, subject to applicable law.

We may remove content that breaches these Terms, but we are not required to publish every review submitted.

We will not knowingly present paid or incentivised reviews as independent reviews.

25. THIRD-PARTY LINKS AND SERVICES

The Website may contain links to third-party websites or services.

Third-party websites are controlled independently and may be subject to their own terms and privacy policies.

We are not responsible for third-party content or services merely because the Website contains a link to them.

This section does not affect our responsibility for suppliers, carriers, fulfilment providers or payment providers where applicable law makes us responsible for their actions in performing our contract with you.

26. PRIVACY AND COOKIES

We process personal information in accordance with our Privacy Policy and use cookies and similar technologies in accordance with our Cookie Policy.

Please review those policies for information about:

  • what information we collect;

  • why we process it;

  • who we share it with;

  • how long we retain it; and

  • your data protection rights.

27. OUR LIABILITY

We do not exclude or limit liability where it would be unlawful to do so.

Nothing in these Terms excludes or limits liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • breach of your statutory consumer rights;

  • liability for a defective product where it cannot legally be excluded; or

  • any other matter that cannot legally be excluded or limited.

If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

Loss or damage is foreseeable where it was an obvious consequence of our breach or was contemplated by both you and us when the contract was formed.

We are not responsible for loss or damage that:

  • was not reasonably foreseeable;

  • was caused by inaccurate information supplied by you;

  • resulted from your misuse of the product or failure to follow safety instructions;

  • resulted from an unauthorised modification or repair; or

  • could reasonably have been avoided by following instructions that we provided.

Products sold to consumers are supplied for private and domestic use unless otherwise stated. We are not responsible for business losses, including loss of profit, revenue, contracts, anticipated savings, data or business opportunity, arising from consumer use of the products.

This section does not affect rights that cannot be limited under applicable law.

28. EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays or failures caused by events outside our reasonable control.

Such events may include:

  • severe weather or natural disasters;

  • fire or flood;

  • war, terrorism or civil unrest;

  • epidemic or pandemic restrictions;

  • industrial disputes;

  • transport or infrastructure failure;

  • carrier disruption;

  • interruption of utilities or communications;

  • government action;

  • customs delays; or

  • failure of a supplier despite reasonable contingency measures.

We will take reasonable steps to reduce the effect of the event and will contact you where it materially affects your order.

Your statutory rights regarding delayed or failed delivery remain unaffected.

29. CHANGES TO THESE TERMS

We may update these Terms to reflect:

  • changes to our business;

  • changes to the Website;

  • changes to fulfilment or payment arrangements;

  • legal or regulatory requirements; or

  • security and operational improvements.

The Terms in force when your order is accepted will normally apply to that order.

The effective date at the top of this document indicates when these Terms were last updated.

30. TRANSFER OF RIGHTS

We may transfer our rights and obligations under a contract to another organisation where this does not reduce your rights.

You may transfer your rights under these Terms where permitted by law. We may require reasonable evidence of the transfer.

31. SEVERABILITY

Each section of these Terms operates separately.

If a court or competent authority determines that any provision is unlawful or unenforceable, the remaining provisions will continue in effect.

32. NO WAIVER

If we delay enforcing a right or do not enforce it on one occasion, this does not mean that we waive that right or prevent us from enforcing it later.

33. THIRD-PARTY RIGHTS

Unless expressly stated otherwise, no person other than you and HATFORD has the right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

34. GOVERNING LAW AND COURTS

These Terms and any contract between you and HATFORD are governed by the laws of England and Wales.

If you are a consumer living in another part of the United Kingdom, you retain the benefit of any mandatory protections provided by the law of the place where you live.

Proceedings may be brought:

  • in the courts of England and Wales;

  • in Scotland, if you live in Scotland;

  • in Northern Ireland, if you live in Northern Ireland; or

  • in another court where mandatory consumer law permits.

35. COMPLAINTS

Please contact us first if you have a complaint so that we can attempt to resolve it.

HATFORD LTD
70 Brinksway
Stockport
SK3 0BY
United Kingdom

Email: contact@hatford.shop

Please include:

  • your name;

  • your order number;

  • a clear description of the issue;

  • the resolution you are requesting; and

  • any relevant supporting evidence.

We will review complaints fairly and respond within a reasonable period.

36. CONTACT US

Questions about these Terms, an order or a product should be sent to:

HATFORD LTD
Company number: 17331859
70 Brinksway
Stockport
SK3 0BY
United Kingdom

Email: contact@hatford.shop

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel your contract.

To:
HATFORD LTD
70 Brinksway
Stockport
SK3 0BY
United Kingdom
Email: contact@hatford.shop

I hereby give notice that I cancel my contract of sale for the following product(s):

Product(s): __________________________________________

Order number: _______________________________________

Ordered on: _________________________________________

Received on: ________________________________________

Customer’s name: ____________________________________

Customer’s address: _________________________________

Customer’s signature: _______________________________
Only required if this form is submitted on paper.

Date: _______________________________________________