Your Privacy Is our Policy
This Privacy Statement is provided by Senso Fireplaces "us", "our" or "we" in this statement) for the information of visitors (referred to as "you" or "your" in this statement) to our web site.
We wish to demonstrate our firm commitment to your rights to privacy. This is why we have drawn up the privacy guidelines set out below. You will probably appreciate that these guidelines will need to change over time. We will post changes to this page when such changes are necessary.
1. Governing Law The information contained in this Privacy Statement shall be governed and construed in accordance with English law and be subject to the exclusive jurisdiction of the English courts.
2. Who are we? This web site is owned and controlled by Senso Fireplaces. The full postal address is: Senso Fireplaces, 114 Darwen Street Blackburn Lancashire BB2 2AJ. Telephone: 01254 427270 E-mail address: .
3. Data Protection Act Senso Fireplaces has notified the Data Protection Commissioner under the terms of the Data Protection Act that it may obtain information about data subjects. Registration Number.
4. Information gathered by us You will appreciate that we need to gather some personal information from you when you wish to buy our products or services. The full details of the information we need is set out on the relevant forms throughout the site.
• Any information that is gathered from visitors to or customers of this web site is not sold, made available to, or otherwise distributed to third parties for any purpose unless you give us permission to do so.
• We may, on occasions, collect additional personal information from surveys and contests, which you will be under no obligation fill in or return to us.
• The information you provide will enable us to provide information about our company to you and to contact you. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis.
• We also collect demographic and profile data on our web site. This information may be combined with other forms of information to permit us to bring together, in aggregate form, information about the people who use our web site. Such information will enable us to understand, in general terms, user preferences in relation to the content of the web site and the effectiveness of the advertising.
5. Information that is automatically logged When you enter our web site, we use your Internet protocol ("IP") address to help diagnose problems with our server, to administer our web site and to help identify you. We also have the ability to know what type of operating system and browser software you use and to identify the geographical location of your browser. Your IP address is also used by us to gather broad demographic information and for other purposes, such as monitoring visitor frequency.
7. What we do with the information we collect The information in aggregate form permits us to carry out an analysis of user behaviour in general. This allows us to measure overall interest in our web site and to help us develop the web site to make it more interesting in general terms. We will also be able to inform advertisers how many users have clicked on to the various advertisements displayed on our web site. The analysis we perform does not include any personal information provided by you. We merely use the aggregate form of the information for these purposes. We will not provide any personal information to any third party unless you give us specific authority to do so.
You have the option on the relevant order form to indicate whether you wish to receive promotional e-mail about the services that we and our advertisers offer. We will not send you any such promotional e-mail if you do not indicate your agreement to receive such information.
8. Sharing information We share the information we gather with advertisers and other partners. The information we share comprises information in aggregate form only. We do not share personal information about anybody unless we have your specific permission to do so.
9. Registration and order forms, surveys and contests Our order forms, surveys and contests ask you to provide us with your contact details, such as name, postal and e-mail addresses. The information you provide will enable us to provide information about our company to you and to contact you. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis.
10. Telling you what information we hold about you If you wish to know what information we hold about you, please contact us. We will only send this information to the address we have on file.
11. Removing and correcting information If you request the removal of your personal information from our database or you wish us to amend or change the information we hold about you on our database, we will remove or amend any such information on your contacting us to request such a change (see point 2 for our full contact details).
12. Data quality You may change and modify the information you have previously provided to us by contacting us (see point 2 for our full contact details). If you have any questions about this privacy statement, about how we run the web site or concerning your dealings with our web site, please send an e-mail to us at
Refund / Cancellation Policy
RETURNS & REFUND POLICY
We are very confident you will be happy with your purchase, however should you wish to return anything bought from us, we will be glad to refund or exchange a product, provided it is either faulty or in a fully resalable condition and unused.. While we hope no one has call to ask for a refund, below is our policy on issuing refunds and the way to do it. We are fully committed to supplying goods in an excellent condition. Some of our products are both heavy and fragile, and need careful handling until installed. We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturers guarantee.
In the unlikely event that you’re not 100% satisfied with your purchase and you want to return the goods we are pleased to offer all customers a 14 Day no hassle refund giving you peace of mind when you’re buying something off the internet. This will give you 14 working days in which to decide to keep the goods or return it to us for a refund. If you decide within the 14 day period of receiving your order that you simply do not wish to retain the goods or wish to exchange the goods, then they should be returned insured via recorded delivery to us in an undamaged and unused condition. They must be returned with their original packaging and with labels intact at your own expense, unless we delivered it to you in error or it was faulty / damaged.
This meets our legal obligations to our customers in accordance with the distance selling regulations. . These regulations state that a person who has ordered a product online, over the phone or via a catalogue has the unconditional right to cancel an order within 14 working days of delivery without having to give a reason. The 14 days starts from the day of delivery.
If you wish to return the items you ordered, then in accordance with our legal obligations we will issue a full refund on the purchase price of the goods. Please note however that it is the buyer that is responsible for any carriage costs incurred when returning an item. This cost is usually between £60 – £90 depending on where you are and what the item is. This is a direct cost to us to have the item collected and returned. We will deduct this amount from the refund. It can be an expensive job to carefully transport large delicate goods and we ask that customers make themselves aware of these charges before purchasing and make sure that they call us before processing an order if they are in any doubt if the item is suitable for their requirements.
In the event of any claim regarding a defect with the goods, SENSO FIREPLACES must be given every reasonable opportunity to examine the goods and if requested return them to Senso Fireplaces. Items purchased locally are covered under the Sale of Goods act whereby any damaged goods must be repaired or replaced within a reasonable time.
All of the stone and marble that we use for our fireplaces are natural materials and as such are lent character by the variations in colour, pattern, veining and the grain of the material you have selected. For this reason, uniformity of appearance is not considered natural or desirable and certainly should not be expected. All of these markings should be considered to be indicative of the true beauty of the natural materials and is essentially the factor that makes each fireplace unique.
NB: Custom-made fireplaces do not apply. No materials produced to customers own specifications will be accepted for return. Under the Distance Selling Regulations we are perfectly permitted to exclude custom made/bespoke items from our returns policy except for genuine defects.
Your refund will be processed within 30 days of us receiving the goods back. However it is usually done within the same working week.
All goods must be returned to us in their original packaging and in a good and unused condition for a full refund to be processed.
Unfortunately we will not be able to process a full refund unless the goods are packed in their original packaging and in a resalable condition.
We cannot accept returns for any products that have been installed, fitted or used in any way.
Refunds will always be made by the same method of payment i.e. Credit/Debit Card, Paypal, etc.
Your statutory rights are not affected by anything in this Returns Policy.
TERMS & CONDITIONS 02/01/2020
Definitions “We” or “us” means Senso Fireplaces
1 The contract between us We must receive payment of the whole of the price for the goods that you order in cleared funds before your order can be accepted (the “Order”). Once payment has been received by us we will confirm that your Order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your Order brings into existence a legally binding contract between us (the “Contract”).
2.1 The prices payable for the goods specified in your Order are as set out in our website.
2.2 You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out in our website
3 Description of goods
3.1 We may make changes in the specification of the goods which do not affect their quality or performance where such changes are required to conform with any applicable legal requirements.
3.2 Photographs provided on the website are for illustrative purposes only and may not exactly match the goods themselves.
3.3 The goods are only suitable for use within the United Kingdom. If you intend to use the goods outside of the United Kingdom, please contact us to discuss your specific needs so that we can advise as to whether or not goods are suitable for your intended use.
4 Right for you to cancel your contract
4.1 The right for you to cancel your contract as set out in this paragraph 4 does NOT apply to goods you have ordered which are manufactured to your specification or which cannot readily be returned.
4.2 You may cancel your contract with us for the goods you order at any time up to the end of the seventh working day from the date you receive the ordered goods. You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.
4.3 To cancel your contract you must notify us in writing. You must also email us in advance.
4.4 If you have received the goods before you cancel your contract then, unless you are unable to cancel your contract under clause 4.1 above, you must send the goods back to our contact address at your own cost and risk via insured recorded delivery so that they are received by us within 21 days of the day on which you notify us in writing that you are cancelling your contract. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk so that they are received by us within 21 days of the day on which you notify us in writing that you are cancelling your contract.
4.5 Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of the day on which you notify us in writing that you are cancelling your contract PROVIDED THAT the goods in question are returned by you and received by us as new, in their original packaging and in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
5 Cancellation by us 5.1 We reserve the right to cancel the contract between us if:
5.1.1 we have insufficient stock to deliver the goods you have ordered;
5.1.2 we do not deliver to your area; or
5.1.3 one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
5.2 If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
Smaller items such as inset gas fires and electric fires will be delivered by a courier. You will be contacted beforehand and a convenient delivery date agreed. This is an all day ground floor doorstep service, a signature is a requirement and you must check your items within 24 hours and report any damages to us within a reasonable time including pictures of the damaged item/s & contact us immediately on 01254 427270 or via e-mail:
Large items will be delivered by an established, professional freight forwarder and will arrive palletised. You will receive a phone call prior to delivery to book in a convenient delivery date. This is an all day ground floor doorstep/kerbside delivery. Drivers are not insured to enter your property and as most palletised deliveries will need two people you will need to make arrangements to have someone there to help you. All items must be checked for damage in front of the driver before being signed for. In the unlikely event that damage has occurred please take pictures of the damage & contact us immediately on 01254 427270 or via e-mail:
Scotland, Ireland & International
Wherever possible we aim to provide a free delivery service to Scotland and Ireland, however deliveries to certain areas may incur an extra charge. Please provide your postcode to our sales team for confirmation. If you are outside the United Kingdom certain products on sensofireplaces.co.uk may be available to order. Please contact us at for a tailored quote for shipping.
GUIDE TO BUYING YOUR NEW FIRE / FIREPLACE
Before you order your new Gas fire, Stove or Fireplace you should check the following,
How wide is your Chimney breast (if you have one)? The majority of fireplaces on our website can be made to bespoke sizes to suit the width of your chimney breast. Most of our Marble, Limestone & Granite hearths can be made to measure, avoiding any gaps in your existing wooden floor or carpet. For any special sizes please fill a contact form.
What type of Flue do you have? There are three types of conventional flue Class 1 , Class 2 & Precast. If you are deciding on a Gas Fire it is important to identify what type of flue you have. Please see below (Chimney & Flues Types Explained). Should you not have a Flue, it may still be possible for you to have a Gas Fire see (Power Flues & Balanced Flues) below.
CHIMNEY AND FLUE TYPES EXPLAINED
The type of chimney or flue you have usually dictates your choice of fire. To help you understand which fires are suitable for your home, please use the information on this page to identify your chimney. Don’t worry if you don’t have a chimney though, you can still find the perfect fire for your home.
Brick/Stone Chimney (Class 1)
Conventional chimneys are easily recognisable. The stack rises well above the roofline and is topped by a traditional chimney pot or gas terminal. This type of chimney relies on the natural circulation of heated air to expel the products of combustion up your chimney.
Pre-fabricated Flues (Class 1 & 2)
You will see a metal flue cowl on your roof. Some are all metal whilst others may terminate through a short rectangular pot (but without a chimney stack). These flues create the same circulation of heated air as a brick or stone chimney.
Pre-cast Flue (Class 2)
Many modern homes have been built with such flues. You can readily identify them by either a metal flue cowl or a raised ridge terminal on your roof. The natural circulation of heated air expels the products of combustion.
These flues tends to be very shallow in depth so a slimmer fire is often required. Deep appliances however, may be able to be installed with the use of either a spacer kit or deeper rebate into the fireplace.
Balanced Flue (No chimney required) (BF)
Balanced flues work in conjunction with glass fronted gas fires. The appliance is completely sealed from the room into which it is installed (so there are no draughts and heating efficiency is increased) and a twin-wall pipe vents directly to an outside wall.
Air for combustion is drawn in through the outer pipe whilst the inner pipe removes the combustion gases to the exterior of the property.
Depending on the fire selected, the twin-walled pipe may exit horizontally through an external wall or vertically through the roof. No electric supply is required; therefore there is no sound with a balanced flue system.
Powered Flue (No chimney required)
This works by coupling our externally driven flue system to the fire so that it expels the products of combustion through a flue to the outdoors. You can have up to three bends in the flue so the fire can be located in more rooms around your home. The fire does not necessarily have to be installed on an external wall.
Electric Fires (No chimney required)
Electric Fires can literally sit anywhere, require no Flu & are 100% efficient.
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).
1. We accept all major credit and debit cards including Visa, MasterCard, Switch, Solo, Electron, Delta (Payments made by Credit Cards will be subject to a 3% charge) BACS/CHAPS payments are also accepted.
1.1. 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 exclusive of delivery charges which will be payable as indicated at the time the order is placed.
1.2. 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.
1.3. 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.
1.4. 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. All gas fires are suitable for natural gas only unless an LPG option is specified.
1.5. 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 bank 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.
1.6. 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.
1.7. 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. Unless we are negligent, we will not be liable for any losses if an unauthorised third party obtains access to your information.
1.8. 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.
1.11. 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 customers expectations.
1.12. It is the customers responsibility to ensure that products purchased conform to all necessary installation requirements stated in manufacturers 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 manufacturers technical department for any questions you may have.
1.13. 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. As a natural product, marble and stone products are subject to variations in colour and markings. No two pieces of stone or marble are exactly alike. Every piece has unique natural variations, markings, shadings and inclusions which can include fissures, pits, open or dry seams, fossils or glass veins and differ in regard to moisture absorption, surface finish, texture and coefficient of friction. These are not defects but rather inherent characteristics of natural stone and marble products.
1.14. Polished Cast Iron and plated products are not recommended for solid fuel fires as some local 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.
1.15. Change of a manufacturers product name and model when advertising a product for sale is common sales practice that is often used to give retailers their own product range identity. Products on this website are manufactured by a number of suppliers under different model names. Please contact us should you wish to know the original manufacturer and brand name for any product.
1.16. If you are purchasing individual products to be fitted together, it is your responsibility to check whether these items will be compatible and also suitable for your flue type. We can only offer advice on items listed on our website so, if you plan to combine an item purchased from us with another product purchased elsewhere, it is vital that you check with the supplier or manufacturer that they are suitable for combining.
1.17. Hotprice.co.uk reserves the right to refuse the supply of goods at its discretion ordered by you or to deliver to any particular postcodes.
1.18. In the event that a mistake is made when payment is made to us including overpayment, we will only issue refunds once the original payment has been fully authorised by our banks security and fraud department.
Sensofireplaces.co.uk only provides a local fitting service within a 40 mile radius
1.9. Installation of gas fires requires a Gas Safe registered engineer and any electrical work must be carried out in accordance with current regulations. Gas Safe regulations require its members to work to recognised standards.
DO NOT ALLOW ANY NON-GAS SAFE REGISTERED PERSON TO INSTALL THE APPLIANCE. This is likely to lead to damage to the appliance and invalidate the guarantee.
1.10. We strongly recommend that you do not book fitters for your appliances until you have received and inspected your goods. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.
1.11. We shall not be liable for any losses, costs, damages, charges, or expenses due to damaged items once installation of your products has commenced. This also includes incorrect, faulty or missing parts.
1.12. Manufacturers instructions and current gas and electric regulations must be followed exactly when carrying out any installations. Failure to do so may result in invalidation of warranty, call-out charges for service calls and serious compromise on safety.
1.13. Most fireplaces, fire surrounds, back panels, hearths and inserts are not supplied with manufacturers fitting instructions. The fitting of a full fireplace requires a competent installer who is familiar with the various options of building work required to suit each individual installation. We strongly recommend using the services of a installer who has experience of fitting fireplaces as each installation will vary. We will not be held responsible or accept any liability for fires & fireplaces that have been installed incorrectly or poor workmanship.
1.14 Do not rely on the product dimensions, images or specifications shown on this site for installation preparation. Product specifications are subject to change at any time and we strongly recommend contacting the manufacturers technical department for any questions you may have. We shall not be liable for any losses, costs, damages, charges, or expenses caused by goods not suitable for installation or being compatible with other items due to specifications not as expected.
1.15. Stone fireplace surround installation must only be carried out by a properly trained and experienced fitter. It is a not a job for a DIY enthusiast. The consequences of failure of a stone fireplace surround incorrectly installed and secured are extremely serious. Deaths and serious injuries have occurred as a result of stones falling from fireplace surrounds that were not securely fixed. It is essential that fireplace surrounds are designed to be installed and secured to withstand foreseeable abuse such as a child pulling down on a cantilevered mantel shelf.