Terms & Conditions

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

References to "we", "us", and "our" mean THE HANDLE FACTORY LTD.

References to "you" and "your" mean customers and visitors using our website.

These Terms & Conditions apply to:

• Accessing and browsing our website.
• Viewing product information.
• Purchasing products.
• Making payments.
• Receiving deliveries.
• Requesting order cancellations.
• Returning products.
• Requesting refunds or exchanges.
• Accessing warranty and product support.
• Communicating with our customer service team.

Additional policies published on our website provide further information about particular services.

Where a separate policy conflicts with your statutory consumer rights, applicable law takes precedence.

The Handle Factory offers products across the following categories:

• Wood Stove Accessories
• Fireplaces
• Generators
• Water Heaters
• Saunas
• Furnaces & Boilers

Product availability, specifications, pricing, and descriptions may vary.

We aim to provide accurate product information, including relevant features, dimensions, specifications, and compatibility details.

However, minor variations in product appearance may occur due to photography, display settings, or manufacturer updates.

Any variation must remain consistent with the product description and your statutory rights.

All orders are subject to product availability.

We aim to maintain accurate stock information, but availability may change before an order is accepted.

If an ordered product becomes unavailable, we will contact you to explain the situation and discuss available options.

• Waiting for availability, with your agreement.
• Choosing an alternative product, with your agreement.
• Cancelling the affected item and receiving an appropriate refund.

We will not substitute a different product without your agreement.

All product prices are displayed in British Pounds Sterling (GBP, £).

We aim to display prices clearly and accurately.

The total payable amount will be presented before you submit your order.

Where applicable, taxes and other mandatory charges will be displayed in accordance with UK law.

If an obvious pricing error is identified before a contract is formed, we may contact you to confirm whether you wish to proceed at the correct price.

If a contract has already been formed, any pricing dispute will be handled in accordance with applicable contract and consumer law.

We will not automatically charge a higher amount without your authorisation.

1. Select the products you wish to purchase.

2. Add the products to your shopping basket.

3. Review your order details.

4. Enter accurate billing and delivery information.

5. Select an available payment method.

6. Review the total amount payable.

7. Submit your order.

After submitting an order, you should receive an acknowledgement or confirmation by email.

An automated acknowledgement of receipt does not necessarily mean that we have accepted your order.

Unless otherwise clearly stated during checkout, a contract is formed when we expressly accept your order, such as by issuing an order acceptance or dispatch confirmation.

We will communicate any decision not to accept an order and arrange a refund of any payment collected for that order.

Payments must be completed using a payment method available through our website checkout.

Accepted payment methods are displayed during checkout.

We do not require customers to provide payment card details by email or telephone.

Payment providers may conduct authorisation, authentication, or fraud-prevention checks.

If a payment is declined, please contact your bank or use another available payment method.

For further information, review our Payment Methods Policy.

We currently offer delivery to eligible addresses within the United Kingdom only.

Policy

Free (£0.00)

None

12:00 AM GMT

3 business days

2–4 business days

5–7 business days

Monday–Friday

Delivery estimates exclude weekends and applicable public holidays.

Delivery times are estimates rather than guaranteed arrival dates unless a specific delivery deadline has been expressly agreed.

Certain large or heavy products may require specialist handling or delivery arrangements.

Standard shipping remains free for eligible UK orders.

If delivery is delayed, we will address the matter in accordance with applicable consumer law.

For complete details, please review our Shipping & Delivery Policy.

We are responsible for delivering goods in accordance with the sales contract and applicable law.

For consumer purchases, the risk of loss or damage generally remains with us until the goods come into your physical possession or that of a person you have identified to receive them.

Different rules may apply where you independently arrange a carrier that was not offered by us.

If your order arrives damaged, incomplete, or incorrect, please contact us.

Please include your order number and a description of the issue.

We aim to deliver orders within the estimated timeframe communicated during checkout.

If delivery is delayed, we will provide available information and assist with the issue.

Under applicable UK consumer law, goods must generally be delivered without undue delay and within 30 days unless another delivery period has been agreed.

Where the legal conditions are met, customers may have the right to set an additional reasonable delivery deadline or cancel the contract.

If cancellation is legally justified due to non-delivery, we will provide the refund required by law.

If you wish to cancel an order, please contact us promptly.

Include your order number and cancellation request.

We will attempt to stop fulfilment if the order has not been dispatched.

If the order has already been dispatched, you may still have statutory cancellation rights or rights under our returns policy.

For most eligible online purchases, consumers have a legal right to cancel within 14 days after receiving the goods, subject to applicable exceptions.

You must notify us of your decision to cancel within the relevant period.

You then generally have a further 14 days to return the goods.

Our voluntary 30-day returns policy provides additional flexibility for eligible products.

For full details, please review our Order Cancellation Policy.

We offer a 30-calendar-day return window for eligible purchases.

• Returns for defective products.
• Returns for non-defective products.
• Exchanges for eligible products.
• Free prepaid return shipping.
• No restocking fees.
• A standard refund processing target of 10 days.

For voluntary non-defective returns, products should generally be in new, unused, and uninstalled condition.

These voluntary conditions do not override statutory cancellation rights or remedies for faulty or misdescribed goods.

To request a return, contact info@thehandlefactory.uk.

Please do not send products to our business address without first receiving return instructions.

For complete details, review our Returns & Refunds Policy.

Approved refunds will generally be issued to the original payment method.

Our standard processing target is within 10 calendar days, subject to applicable statutory deadlines.

For statutory distance-selling cancellations, refunds must be provided within the period required by the Consumer Contracts Regulations 2013, including the applicable rules concerning receipt of returned goods or evidence of their return.

Where a refund is due under the Consumer Rights Act 2015, the applicable statutory requirements will be followed.

We do not charge restocking fees for eligible returns.

Some products may include a manufacturer's commercial warranty.

Warranty duration and coverage depend on the product, manufacturer, and applicable warranty terms.

We do not guarantee a uniform warranty period for every product.

Manufacturer warranties may provide additional benefits but do not replace statutory consumer rights.

Under the Consumer Rights Act 2015, goods must generally be:

• Of satisfactory quality.
• Fit for their intended purpose.
• As described.

Where goods do not meet these requirements, consumers may be entitled to repair, replacement, refund, or other statutory remedies.

For further details, review our Warranty & Product Support Policy.

Certain products sold by The Handle Factory require professional installation or specialist handling.

• Gas boilers
• Gas water heaters
• Certain fireplaces and stoves
• Electrical heating equipment
• Sauna heaters
• Permanently installed generators or power systems

Customers must follow applicable manufacturer instructions and safety requirements.

Where required by law, installation must be carried out by appropriately qualified professionals.

For example, gas work must be performed by appropriately Gas Safe registered engineers.

Fuel-burning generators must never be operated indoors or in enclosed spaces because of the risk of carbon monoxide poisoning.

Nothing in this section excludes liability or legal remedies arising from defective goods, inaccurate instructions, or other matters for which we are responsible under applicable law.

When using our website or purchasing products, you agree to:

• Provide accurate order and delivery information.
• Use the website lawfully.
• Avoid fraudulent transactions.
• Protect any account login credentials.
• Follow relevant product safety instructions.
• Contact us if you identify an order error.
• Avoid interfering with website security or functionality.

Customers must not use our website for unlawful, fraudulent, or malicious activities.

Where customer accounts are available, you are responsible for maintaining the confidentiality of your login credentials.

Please notify us if you believe your account has been accessed without authorisation.

We may take reasonable security measures to protect accounts and prevent misuse.

We will handle personal information associated with accounts in accordance with our Privacy Policy and applicable law.

Unless otherwise stated, the website's original text, layout, branding, and other materials owned by THE HANDLE FACTORY LTD are protected by applicable intellectual property laws.

Third-party trademarks, product names, images, and manufacturer materials remain the property of their respective owners.

You may use our website for lawful personal shopping and information purposes.

Unauthorised commercial reproduction of protected content is prohibited unless permitted by law or authorised by the relevant rights holder.

We aim to maintain a functional and accessible website.

However, website availability may occasionally be affected by:

• Technical maintenance
• Software updates
• Hosting interruptions
• Internet connectivity problems
• Security incidents
• Third-party service disruptions

We do not guarantee uninterrupted website access.

Nothing in this section affects our obligations under an accepted sales contract or applicable consumer law.

We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.

Personal information may be used for order fulfilment, customer support, delivery arrangements, fraud prevention, and other lawful purposes.

For details about your data protection rights, please review our Privacy Policy.

Our website may use cookies and similar technologies for essential website functions and other permitted purposes.

Where required, we will request consent before using non-essential cookies.

For additional information, review our Cookie Policy.

Our website may contain links to external websites or use third-party services such as payment processors and delivery providers.

Third-party services may operate under their own terms and privacy policies.

We are not responsible for independently operated third-party websites solely because we provide a link to them.

However, this does not remove any responsibility we have for services used to fulfil our obligations to customers.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

In particular, nothing excludes or restricts:

• Liability for death or personal injury caused by negligence.
• Liability for fraud or fraudulent misrepresentation.
• Statutory consumer rights.
• Liability that cannot legally be excluded or restricted.

We do not seek to exclude responsibility for failing to supply goods in accordance with the contract or applicable consumer law.

Any limitations of liability will apply only to the extent permitted by law.

Certain circumstances outside our reasonable control may affect our ability to fulfil orders.

Examples include severe weather, transport disruption, natural disasters, and major service interruptions.

Where such events affect delivery or fulfilment, we will aim to communicate with affected customers and comply with our legal obligations.

These circumstances do not automatically remove your statutory rights.

If you have a complaint concerning a product, order, payment, delivery, or customer service experience, please contact us.

Please include your order number and a clear description of the issue.

We will review your complaint and aim to provide an appropriate response.

You may also have rights to pursue remedies through the courts or other legally available dispute resolution procedures.

These Terms & Conditions are governed by the laws of England and Wales, subject to mandatory consumer protections that may apply in other parts of the United Kingdom.

If you are a consumer residing in Scotland or Northern Ireland, you retain the benefit of applicable mandatory consumer protections and rights concerning where legal proceedings may be brought.

Nothing in these Terms & Conditions removes those rights.

We may update these Terms & Conditions to reflect changes in our business operations, website functionality, policies, or applicable legislation.

Revised terms will be published on this page with an updated revision date.

Changes will not retrospectively alter an existing sales contract without a lawful basis or the agreement of the relevant parties.

If you have questions about these Terms & Conditions, please contact:

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

The Handle Factory — Terms & Conditions