Your Cart

Terms & Conditions

What Are Your Rights When Purchasing Online?

When purchasing goods or services online, this is deemed distance selling due to the fact our customers do not see and handle the products prior to purchasing. As a result, this is governed by two separate forms of legislature to the standard (and well-known) consumer rights, known as The Consumer Contracts Regulations (since June 2014) and The E-Commerce Regulations.

The Consumer Contracts Regulations apply to orders placed with via the following mediums only:

  • Directly through the website
  • Communicated electronically (email)
  • Processed verbally over the telephone

Within this article, we hope to clearly present the obligations of both parties ( as the ‘seller’ and yourself as the ‘buyer’) when entering into a sales contract with us.

What Information Must We Make Available Before Sale?

Business Name, Contact Details and Address

Neutrino Retail Ltd trading as, 20-28 Albert Road, Braintree, Essex, CM7 3JQ.
Tel: 01376 560 340

Description of Goods

We always try to make sure that all product images illustrated on are current and accurately represent the product along with all technical data provided. However, very occasionally manufacturers will make slight amendments to the construction or appearance of a product – these changes do not alter the functionality of the product and will only present themselves as very minor aesthetic differences.

Total Price Including Taxes

In almost all cases, the prices for goods are displayed on the website.  In some instances, you may need to telephone us for a price. Usually the price stated is that which must be paid for the goods supplied.  On the rare occasion when a price is incorrectly stated on the website or quoted incorrectly, we will contact you to apologise and advise you of the error and indicate the actual price appropriate to those goods. Should you have already paid the price initially quoted; an option to have the amount paid refunded onto your debit/credit card will be provided. We will make every reasonable attempt to contact you to inform you of this change. If we are unable to contact you we may place the order on hold or cancel the order. If we cancel the order a full refund will be provided. All prices shown and quoted are inclusive of vat unless otherwise stated.

How a Customer Can Pay

Payment must be made when an order is placed and monies shall be processed immediately. accepts all major debit and credit cards, both through the website (Braintree Gateway & PayPal*) or over the telephone (WorldPay*), PayPal account, PayPal Request, BACs or cash on collection. *Subject to change without prior notice.

Delivery Arrangements

There is a default delivery period of 30 days during which must deliver the goods to the customer unless a longer period has been agreed. is responsible for the condition of goods and services provided by the courier only until said goods are received by the customer or a nominated recipient (such as a neighbour).

Costs may vary if ordering goods for delivery abroad. For a quote please telephone 01376 560 340. Some areas of the UK and Ireland may incur additional delivery charges and you accept to pay these charges where required.

We ask you to understand that very occasionally deliveries may be late as a result of circumstances completely out of our control associated with the delivery services we employ. We cannot accept liability for any consequential cost that you may incur as a result of these unforeseen delays.  Where we know of a potential delay we will try to inform you of this as soon as possible (the usual method of communication in this instance is via email). If goods do not arrive when expected, please telephone us to let us know. Where you have paid for a specific date for delivery and the goods do not arrive on or before that date, a refund of some or all delivery charges may be provided. Please see our returns page.

Order Amendments

Regrettably, once an order has been placed and confirmed, we are unable to make any amendments to the products or quantities on the order.

Cost of Calling

We provide a geographical telephone number (01376 560 340) to all customers both pre- and post-sale. Please refer to your operator for your cost of calling geographical telephone numbers.

Conditions of Contract

Confirmation of your contract (order) must be provided either in durable (paper) form or via the represented medium, in the case of, electronically. This will be provided via email upon checkout completion to the provided email address. Failure on the part of to do so could result in your cancellation rights being extended by up to a year. Some email providers may filter this into junk or spam folders and it is the customer’s responsibility to locate this confirmation. shall not be liable for any failure to perform its obligations in cases where the failure was caused by matters beyond our reasonable control. We, have the right to suspend or terminate any agreement if it appears to us in our absolute discretion that you, the customer have breached any part of that agreement.

The laws of England shall govern the contract between us and any dispute between us will be resolved exclusively in the courts of England.

In entering into a contractual agreement for the supply of goods, you (the customer) duly accept these Conditions.

Cancellation Form does not provide a form for cancellation as the customer is not legally obliged to use one. Please contact the customer service team on 01376 560 340 or via to initiate your request to cancel or return goods. Please see Cancellation Rights.

Availability of Goods

We stock a considerable range of goods available for immediate purchase. Some items may be sent to you directly from the manufacturer and purchase of these goods may be subject to their available stock. If we are unable to send your goods within a reasonable time or when we have promised delivery, we will inform you as soon as possible and offer suitable substitute goods where available. A full refund will be provided if you have already paid for goods and you wish to cancel the order.

VAT Number

Registered in England and Wales with Limited Liability No: 14225339. VAT Registration No: 445 8717 61

This information is available to be emailed or printed directly from for future reference or provided verbally over the telephone

What Are Your After Sale Rights and Obligations?

Cancellation Rights

Customers are entitled to cancel a purchase within 14 calendar days (previously 7) of receiving the last item of an order. Your request to cancel must be received by within this 14 day ‘cooling off’ period. Goods must be unused, resalable and in their original packaging.

Please note, our contract with the customer requires the customer to return cancelled goods at the customer’s expense or cover the cost of collection arranged by upfront.

Bespoke or tailor made items listed below (but not limited to) are non-refundable:

  • Flexible flue liner
  • Stove rope

The customer’s right to cancel expires after 14 days from receiving goods. Any refund due for cancelled goods must be provided within 14 days of receiving said cancelled goods back in the condition stated above.

Returns and’ Right to Refund

The customer has 30 calendar days from ordering to request a return on eligible items (non-bespoke items previously stated). Please see our Returns page.

Refunds will be issued within 14 calendar days of receipt of goods if in accordance with terms & conditions of return (provided upon return request). Monies owed will only be reversed to the original payment source.

A deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods. refuse refunds on handled or used or otherwise damaged items. The extent to which a customer may handle goods is the same as if assessing the product in a shop.

In circumstances where a refund for the cost of original postage is due, the seller only must refund the basic delivery cost and not extra amounts paid by the customer for enhanced services such as next day carriage. is only responsible for the condition of goods up to the point they are received by the customer. It is the customers responsibility to check all goods upon receipt and/or prior to returning to Any unreported damage to goods will be deemed the responsibility of the customer.

In the event of goods received back damaged, will assist in all matters relating to the customer pursuing a claim with their chosen courier.

Where customers have signed upon receipt for goods, they are accepting responsibility that goods are in a good condition. Subsequent claims of damage may not then be accepted. If damaged, goods must be signed for as damaged.

Pre-Ticked Boxes does not participate in the practice of pre-selecting products for the customer in the form of pre-ticked boxes or pre-loaded baskets.

Faulty or Damaged Goods

You must check your goods upon delivery and in cases of damaged goods, this should be communicated to the delivery driver, signed for as ‘damaged’ and notified as soon as possible. will not accept claims of damage to goods (this differs to faulty goods) raised after 30 days due to uncertainty regarding how the goods have been handled and where they have been stored.

Signing for goods as being in sound condition will impact any future claims of damage.

In cases where we advise you to return the goods, we will reimburse you for the delivery costs at the rate of standard Royal Mail parcel delivery. You will then have the option of accepting replacement goods, or receiving a full refund, including the initial cost of delivery.

Manufacturer’s Warranties acts as the customer’s point of contact only for warranties completed and returned to Where a warranty has been completed and returned directly to a third-party manufacturer, the customer is required to raise any warranty concerns directly with the manufacturer. Warranties are only honoured if all terms and conditions and stipulations have been adhered to in accordance with UK building regulations and Hetas requirements.

All products are sold on the understanding they are installed by registered, professional installers in accordance with Approved Document J of the Building Regulations (England & Wales) and the laws of England.

Exclusions of Liability

As per standard business practice applied to all retail services, is not liable to fulfil any obligations towards you as a result of:

  • Acts of god including earthquakes, cyclones, storms, flooding, fire, disease, fog, snow or frost
  • Force majeure including (but not limited to) war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes or civil commotions
  • Latent defects or inherent vice in the contents of the shipment
  • Criminal acts of third parties such as theft and arson
  • National or local disruptions in air or ground transportation networks and mechanical problems to modes of transport or machinery

Our Technical and Sales team are always pleased to offer customers advice regarding the purchasing of stoves and flue systems, but it must be indicated that this information is meant as guidance only. cannot accept any responsibility if wrong items are ordered by the customer and/or installed in a manner which does not meet the purpose intended and/or comply with building regulations. will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising including without limitation breach of contract, negligence, wilful act or default.


Copyright of all illustrations, images and designs found on our website is reserved.  Persons acting individually or as part of an organisation must not use, reproduce, modify or distribute images or content on this website in any form without written permission from

English is the only language offered for the conclusion of the contract.

Fast Dispatch Time

On all orders

Easy 30 day returns

30 days money back guarantee

Lifetime warranty

On all Flexible Flue Liners

100% Secure Checkout

PayPal / MasterCard / Visa