Website Information

All dimensions given on the website are approximate. As all stove and flue manufacturers reserve the right to change their product specification without prior notice, Hot Box Stoves Ltd cannot be held responsible for any inaccuracies on our website, Information contained on our site is updated and monitored on a regular basis. We have tried to keep our terms and conditions as easy to understand as possible without recourse to legalese jargon. There are two main sections, the first section has information about of terms and conditions of sale, the second section has terms and conditions for the use of our websites. If you cannot understand anything here or feel it is unclear then please do contact us. "Us" and "We" means Hot Box Stoves Ltd and any website owned by Hot Box Stoves Ltd. "You" means the viewer of one of our websites and/or a customer of Hot Box Stoves Ltd (a customer is is someone who has placed an order with us directly or through a website owned by us). Where Hot Box Stoves Ltd own a website this will be clearly visible on the about us page of the website. Contacting us means emailing us, phoning us, or writing us a letter to the address below. We generally prefer email as it is fast and we then have a clear record of the communication. Here we give you information about cancelling an order, faulty goods, damages, incorrect parts being sent out, items not in stock, items lost in transit, refunds, restocking charges (there are none), how to pay for your order, delivery of your order, and discuss the fact that information on our website may not be correct (although we obviously try to keep it up to date).

Hot Box Stoves Ltd contact information:

Telephone : 01904 289202
Warehouse Address : Hot Box Stoves Limited, Sutton Road, Wigginton, York YO32 2RB

When you order with us you agree to our terms and conditions

When you place an order with us you are agreeing to our terms and conditions which are detailed below.

Faulty/defective goods

If something faulty has been sent to you please let us know as soon as possible and we will send you replacement(s) free of charge. You have up to 6 months from receipt of the goods to let us know that they are faulty. Where it is clear that the parts were faulty when you received them we will send replacements or repair the item free of charge as soon as possible.

This is in addition to the manufacturer's guarantee/warranty. Damage in transit is not the same as faulty goods.

Please contact us first if you receive faulty goods - we will not pay for replacement parts or repair services arranged without our consent.

Damage in transit to you

When you receive your order it is necessary that you check the goods when they arrive. Once they have been unloaded, remove sufficient packaging to allow you to check the goods thoroughly before you sign for them. If you find any damage please sign for it as 'damaged'. If you are not given sufficient time to make that check then refuse the delivery. Signing it 'unchecked' is not sufficient. If anything is damaged please let us know as soon as possible.

You have up to 3 days from receiving the order to let us know if something was damaged. Within that 3 day period we will replace or repair free of charge any items that were damaged as long as they were signed for as 'damaged'.

Please contact us first if you receive damaged goods - we will not pay for replacement parts or repair services arranged without our consent.

Incorrect parts sent or specified

If incorrect parts have been sent then please let us know as soon as possible and we will send replacement parts free of charge as soon as possible. We will usually arrange collection of the incorrect parts at the same time. Sometimes we may ask if you would be willing to send the incorrect parts back to us in which case we would of course refund the cost of sending those parts back to us to you as well. Please let us know within 3 days of receiving the parts.

Extra flue parts sent out

When you are installing a flue system it is not always as it seemed on paper, it can be really useful to have a few extra parts to hand, some odd lengths, a couple of bends, etc. For this reason we will often include extra flue parts in your order which you may end up needing. We will only do this after discussing it with you - we won't just send you lot's of extra parts without you asking for them. You will end up having to return the unused parts to us - often this is better than not having the right part to hand on the day you are installing. You pay for and arrange the delivery of these extra items back to us. It is up to you to ensure that the items are looked after, well packaged, and sufficiently insured during transit to us. If items come to us damaged (this does happen) then this will be taken into account. You have up to 8 weeks to return parts to us.

Out of stock items

If something is out of stock then we will let you know as soon as we can. Often we can arrange to have the missing item sent out as soon as it comes into stock, or you may wish to have the whole order sent a little later but complete. We can also sometimes arrange for substitute items to be sent out as long as you agree to that.

If you would like to cancel your order because something is out of stock, then you can do so.

Lost in transit

If goods are lost in transit then please let us know as soon as possible, We will then chase up the delivery and if it cannot be found we will send out replacements free of charge. If the goods have been lost in transit then you can of course cancel the order if you so wish.


We will refund you for cancelled orders within 30 days of the order being cancelled. We may refund straight back to the credit/debit card that was used to pay for the order or by cheque sent by first class post. We cannot return deposits on non-stock items which have been ordered in especially for you.

Cancellation Details 

You have 14 days from receipt of the goods or conclusion of a contract for services to change your mind (except if you have ordered bespoke or customised goods). You will have to bear the direct cost of returning the goods. You do not have to give a reason.

Effects of cancellation:

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than—
(a) 14 days from the day you return any goods supplied, or provide evidence that you have returned them, or
(b) if there were no goods supplied,14 days from the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013


Information relating to distance and off-premises contracts

(a) the main characteristics of the goods or services, to the extent appropriate to the medium of communication and to the goods or services;

(b) the identity of the trader (such as the trader’s trading name);

(c) the geographical address at which the trader is established and, where available, the trader’s telephone number, fax number and e-mail address, to enable the consumer to contact the trader quickly and communicate efficiently;

(d) where the trader is acting on behalf of another trader, the geographical address and identity of that other trader;

(e) if different from the address provided in accordance with paragraph (c), the geographical address of the place of business of the trader, and, where the trader acts on behalf of another trader, the geographical address of the place of business of that other trader, where the consumer can address any complaints;

(f) the total price of the goods or services inclusive of taxes, or where the nature of the goods or services is such that the price cannot reasonably be calculated in advance, the manner in which the price is to be calculated,

(g) where applicable, all additional delivery charges and any other costs or, where those charges cannot reasonably be calculated in advance, the fact that such additional charges may be payable;

(h) in the case of a contract of indeterminate duration or a contract containing a subscription, the total costs per billing period or (where such contracts are charged at a fixed rate) the total monthly costs;

(i) the cost of using the means of distance communication for the conclusion of the contract where that cost is calculated other than at the basic rate;

(j) the arrangements for payment, delivery, performance, and the time by which the trader undertakes to deliver the goods or to perform the services;

(k) where applicable, the trader’s complaint handling policy;

(l) where a right to cancel exists, the conditions, time limit and procedures for exercising that right in accordance with regulations 27 to 38;

(m) where applicable, that the consumer will have to bear the cost of returning the goods in case of cancellation and, for distance contracts, if the goods, by their nature, cannot normally be returned by post, the cost of returning the goods;

(n) that, if the consumer exercises the right to cancel after having made a request in accordance with regulation 36(1), the consumer is to be liable to pay the trader reasonable costs in accordance with regulation 36(4);

(o) where under regulation 28, 36 or 37 there is no right to cancel or the right to cancel may be lost, the information that the consumer will not benefit from a right to cancel, or the circumstances under which the consumer loses the right to cancel;

(p) in the case of a sales contract, a reminder that the trader is under a legal duty to supply goods that are in conformity with the contract;

(q) where applicable, the existence and the conditions of after-sale customer assistance, after-sales services and commercial guarantees;

(r) the existence of relevant codes of conduct, as defined in regulation 5(3)(b) of the Consumer Protection from Unfair Trading Regulations 2008, and how copies of them can be obtained, where applicable;

(s) the duration of the contract, where applicable, or, if the contract is of indeterminate duration or is to be extended automatically, the conditions for terminating the contract;

(t) where applicable, the minimum duration of the consumer’s obligations under the contract;

(u) where applicable, the existence and the conditions of deposits or other financial guarantees to be paid or provided by the consumer at the request of the trader;

(v) where applicable, the functionality, including applicable technical protection measures, of digital content;

(w) where applicable, any relevant compatibility of digital content with hardware and software that the trader is aware of or can reasonably be expected to have been aware of;

(x) where applicable, the possibility of having recourse to an out-of-court complaint and redress mechanism, to which the trader is subject, and the methods for having access to it.

Cancellation Form


Hot Box Stoves Ltd Sutton Road Wigginton York YO32 2RB.

Telephone York: 01904 289 202



I/We hereby give notice that,

I/We cancel my/our contract of sale of the following goods,

Or for the provision of the following service,

Ordered on,

Received on,

Name of consumer(s),


Address of consumer(s),


Signature of consumer(s) (only if this form is notified on paper)



How to pay for your order

You can pay by credit/debit card over the phone or online via one of the payment methods depicted on our site, by cheque (details will be on your invoice), or by bank transfer - please contact us  to arrange bank transfers.

Delivery of your order

The delivery driver will (as far as possible) deliver to your door. The delivery drive will not help you inside with the goods. If a driver is particularly helpful and you persuade them to help you take goods inside then you do so at your own risk. For example if your carpet is damaged then you would have to pay for this, not the driver, and not us. If you do not agree to this then please do not ask the driver for help in taking goods inside.

If you have a gravel driveway or narrow access then the driver is unlikely to be able to take to goods right up to your house - this applies especially to large orders delivered on a pallet so that is a stove delivery or a large flue order. If this is the case please let us know and we can arrange for a small delivery vehicle to deliver to you (at extra cost), or make arrangements to get the goods from a place where the delivery driver can reasonably deliver them to your house. If in doubt contact us before delivery is arranged.

Re-delivery charges

If a pallet has to be redelivered because there is no-one to accept the delivery of the pallet on the arranged date, then a redelivery charge may be due. We will contact you if this is the case. 

What if the delivery is late

Delays whilst in transit are possible and are out of our control. Please let us know if your order has not arrived and we will chase it up for you. For this reason we recommend that you ensure that you have all the goods first before booking in installers/builders.

For this reason, also we are not liable for any costs incurred as a result of a delivery being late, or incorrect - see the item below.

Costs incurred by you

We are not liable for any costs incurred by you or any loss of earnings. For example if a delivery is late and you have to rebook an installer then we are not liable for any extra charges that installer may charge you. Neither are we liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late.


All the prices shown on our websites include VAT. Although we make every effort to keep our price information up to date on our websites mistakes are possible. Where a price has been incorrectly shown we will let you know as soon as possible.

Your details

We hold information such as your name and address. This is necessary for our accounts and to easily look up your order or contact you if we have to. We do not hold data that we may not need and we do not store any credit card details. There are security policies in place in case of unauthorised data access attempts. We do not sell or give your information out to any third party. If you have not made an order with us then we will delete any of your details that we hold if requested.

Responsibility for the compliant installation of your stove or flue system

It is your responsibility to ensure that your appliance or component is correctly installed by a competent person or bonefide company with a HETAS registration number or other self-certification qualification.

An installation can also be carried out under a building notice which is available from your local authority.

Please visit  for further information or  for more information on safe and compliant information of our products.