Please note: Dimensions are provided for reference only and may be subject to change without prior notice.

Click the link below to download Manual.

With our extensive range of products, we may not always have every item readily available at our main Newmills Warehouse. If a product is labeled “Order Now,” it means we need to either transfer it from another warehouse or have it shipped directly from our supplier. This process typically takes 1-2 working days, followed by an additional 1-2 working days for delivery.

If an item is out of stock or there is a stocking error, we will promptly inform you with an estimated delivery date. At that point, you’ll have the choice to proceed with the order or cancel it, based on your preference.

Shipping & Deliveries

Delivery Terms and Conditions

Is delivery free of Charge?

Delivery Charges for Ireland including Northern Ireland

Free delivery may be applied to selected products on checkout via coupon codes or as a promotion as certain times.

Checkout items weighting 30kg and over are subject to a €69.95 delivery charge. (Rate applies to standard euro pallet Less than 1m square)

Checkout items weighting under 30kg are subject to a €9.95 delivery charge.

Item larger than 40cm square may incur a slightly larger fee of €22.95

Delivery Charges for Mainland UK

Checkout items weighting 31kg and over are subject to a €195 delivery charge. (Rate applies to standard euro pallet Less than 1m square)

Checkout items weighting under 30kg are subject to a €29.95 delivery charge.

When will I receive my delivery?

Order Processing:

The amount of time it takes for us to prepare your order for shipping.

This typically takes 1 – 2 working days however, some orders placed before 11am may ship that same day, orders may take up to 5 days to ship.

What does “Back Order” mean?
Due to the large number of products we offer, we may not always have everything in stock at our main Newmills Warehouse. If a product is marked as “Back Order,” it means we need to either transfer the item from another one of our warehouses or have it shipped directly from our supplier. This process typically takes about 1-2 working days, after which the item will be dispatched to you, usually arriving within another 1-2 working days.

In the event that the product is out of stock or there is a stocking error, we will promptly contact you with an estimated delivery date. At that time, you’ll have the option to continue with the order or cancel it—whichever you prefer.

Delivery for parcels under 30kg will be made by van and driver, large parcels and crates will be made by truck. For large crates the address must have a flat surface (ie. Concrete or Asphalt) Please note the courier will not place goods inside your home.

How many attempts will be made?

One attempt is made at delivering your goods, if the delivery of your goods was unsuccessful the goods will return to the couriers distribution centre, In which time we will have a short window to contact you to arrange next day delivery, this may incur extra delivery charges, If next day delivery is not possible the goods will return to our warehouse and a refund or store credit less delivery charges may be made, or a new delivery date plus delivery charge can be arranged.

What am I responsible for upon delivery?

Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please contact us on 074 9124144.

Do not sign for damaged or missing goods as we cannot be held responsible after goods have been signed for, any damages reported after signatures have been made may not be replaced free of charge.

What additional fees may apply?

There may be circumstances that require additional payment by you if the conditions mentioned have not been met.

[For example, if you need to change the delivery address and your order has already been shipped, Request to hold goods prior or after shipping, etc.

I want to return my purchase?

You're free to change your mind. Return unused items in their original packaging (ie. unpacked) within 14 days, together with your receipt, for a full refund.(This does not apply to special orders or custom made items) * this policy is in addition to your statutory rights. Spratt Fireplaces reserves the right to refuse a refund and offer an exchange or credit note only, if the return criteria are not met.

Refunds will be made to the same method of payment as your original payment less the original delivery charges we pay on first delivery.

(Please note this also applies to to free shipping offers or coupon codes)

Refunds will not be made until the goods have been returned and checked in our warehouse

Return delivery costs are the customers responsibility, if you would like Spratt Fireplaces to arrange the return delivery, cost of delivery will be deducted from your refund amount to credit note.

Return shipping cost may be upto 30% more than original shipping cost. 

PLEASE NOTE ITEMS MUST BE RETURNED IN THEIR ORIGINAL UNDAMAGED PACKAGING TO RECEIVE A FULL REFUND OR CREDIT.

Spratt's Fireplaces LTD reserve the right to cancel any order at any time and a full refund will be given. 

Our 14-day returns policy does not apply too:

Deducted ,Coupon Code or discount products, Bespoke Custom made products , Granite Hearths and Worktops, non stock items ordered by said customer.

# Solution Fires Warranty

All Solution Fires purchased from us are supplied with the manufacturer's warranty for added peace of mind.

## Standard 2 Year Warranty

Solution Fires come with a **standard 2 year manufacturer's warranty** when purchased through an authorised Solution Fires retailer.

* **Year 1:** Parts and labour
* **Year 2:** Parts only

The warranty begins from the **date of purchase**, not the date of installation.

Products purchased outside the authorised Solution Fires dealer network are subject to a **1 year non-extendable warranty**.

## 5 Year Platinum Warranty

Customers can also upgrade to the **Solution Fires 5 Year Platinum Warranty Plan**.

The Platinum Warranty provides:

* **2 years parts and labour cover**
* **5 years parts cover in total**

The Platinum Warranty Plan is currently available for **£99.99** and must be registered with Solution Fires **within 60 days of the date of purchase**.

Registration and payment for the extended warranty are completed directly with Solution Fires.

## Making a Warranty Claim

If you experience a problem with your Solution Fire, please contact us as the authorised retailer from whom the appliance was purchased.

Warranty claims should be made **within 14 days of discovering the fault**.

You will need to retain your **dated proof of purchase**, as this may be required when making a warranty claim.

Solution Fires may also request photographs, video evidence, appliance serial numbers and installation details in order to assess and diagnose the fault.

Any component repaired or replaced under warranty will remain covered for the remainder of the appliance's original warranty period.

## Warranty Conditions

To remain eligible for warranty cover, the appliance must:

* Have been purchased from an authorised Solution Fires retailer.
* Be installed and operated in accordance with the manufacturer's installation and operating instructions.
* Be installed in accordance with applicable building, fire and safety regulations.
* Be cleaned, serviced and maintained in accordance with the manufacturer's instructions.
* Only use genuine Solution Fires replacement parts when servicing or maintenance is required.

The manufacturer's warranty is provided for **domestic use only** and is for the benefit of the original purchaser. It is not transferable.

## What Is Not Covered?

The Solution Fires warranty does not cover faults, damage or replacement of items resulting from circumstances outside the manufacturer's warranty conditions.

This includes, but is not limited to:

* Consumable items and certain non-integral components, including glass parts, fuel beds and associated decorative materials.
* Remote controls and batteries.
* Appliance casings, trims, frets and fascias.
* Plugs and mains cables.
* Certain wooden furniture, surrounds or suites.
* Damage resulting from incorrect installation or use.
* Installation which does not comply with the manufacturer's instructions or applicable building, fire or safety regulations.
* Damage caused by unauthorised alterations, modifications or repairs.
* Damage or defects caused by storing the appliance in a damp or unheated environment.
* Normal wear and tear.
* Consequential loss relating to products or materials not supplied by Solution Fires.
* Associated decorative or installation costs except where specifically covered under the manufacturer's terms.

Service visits may be chargeable where a fault or installation does not qualify for warranty cover, or where the labour element of the applicable warranty has expired.

## Important Information

The warranty is provided by **Solution Fires, a division of Capital Fireplaces Ltd**, and is subject to the manufacturer's full warranty terms and conditions.

Warranty terms, eligibility, extended warranty pricing and available cover may be amended by the manufacturer from time to time.

Your manufacturer's warranty is in addition to, and does not affect, your statutory consumer rights.

For full and current warranty conditions, warranty registration or to report a fault, please visit the official Solution Fires website.