Refund policy

Standard Guarantee

The guarantee starts from the date of original purchase of the product for a period of twelve (12) months for Freestanding Cookers, Hoods, Hobs, Built-in Ovens, Built-in Oven Cabinets; and twenty four (24) months for Range Cookers.

What is covered by this guarantee?

Repairs to the product required as a result of faulty materials, defective components or manufacturing defects.

Functional replacement parts to repair a product.

The costs of a Blue Flame Approved Engineer to carry out the repair.

Faulty Products

Should your product develop a fault please call our Customer Service Team 03333 447989 who will arrange an engineer to visit you. This will be at no cost to you provided that the item has been correctly installed and the instructions for use have been followed. Claims regarding faulty goods will be subject to the terms and conditions of the warranty. Please note faults are not covered for the following

  • Failure to comply with the manufacturer’s operating instructions.
  • Any wilful act or neglect.
  • Transit and delivery damage.
  • Accidental damage caused by foreign objects or substances.
  • Consumer replaceable items or accessories. This includes bulbs, plugs, fuses, knobs, lids, flaps, handles, shelves, baking trays, filters& cables to name a few.
  • Cosmetic damage (non-functional parts) which does not affect the normal use of the appliance including damage, paintwork, dents or scratches to the cabinet.
  • Rust, corrosion, scaling, bacterial deposits or water damage.
  • Routine maintenance, cleaning, overhaul, modification and descaling. Any problems due to the effects of lime scale or anything which is deemed to be due to inadequate cleaning such as mould, grease, dirt and spillages to name a few.
  • Cleaning or unblocking of filters.
  • Costs arising from any problem with the supply of electricity, gas or water.
  • Damage caused by adverse weather arising from floods, lighting, storms, frosts or other bad weather.
  • Work carried out by a repairer not authorized or approved by us. This includes any parts which are fitted to the machine which are not original manufacturer’s parts.
  • If the oven glass cracks it means manufacturer fault (caused by heat) then we can accept refund or free replacement. However, if the glass shattered that means something hit the glass and we cannot cover the costs of replacement.
  • Commercial usage.

What is commercial premises means ?

As a general rule within the industry and property that is a business address or that a business is operated from (often even adjacent properties with some farms etc.) will be considered a commercial use situation.
This would include the following as examples, but not an exhaustive list:
• Pubs (including any on-site accommodation)
• Offices
• Industrial Units
• Working farms (including on-site/adjacent residences)
• Bed & Breakfast Locations
• Rented Properties
• Hotels
• Restaurants
• Nurseries
• Schools
• Nursing homes


This guarantee is limited to the cost of repairing the product. To the extent permitted by law, the Manufacturer does not accept and will not be held liable for any financial loss incurred in connection with the failure of any product to operate in accordance with the expected standards. Such financial loss includes but is not limited to loss arising from:

  • Time taken off work.
  • Damaged food, clothing or other items.
  • Meals taken at restaurants or from takeaways.
  • General compensation for inconvenience.


Important Notes

  • Your product is designed and built for domestic household use only.
  • The guarantee will automatically be void if the product is installed or is used in commercial or non-residential domestic household premises.
  • The product must be correctly installed, located and operated in accordance with the instructions contained in the User Instructions Booklet provided with your product.
  • Professional installation by a qualified Electrical Domestic Appliance Installer is recommended for all Electric Cookers (as incorrect installation may result in you having to pay for the cost of repairing the product).
  • Gas Cookers must be professionally installed by a Gas Safe registered gas installer.
  • The Manufacturer reserves the right to terminate the guarantee if its staff or representatives are subjected to physical or verbal abuse in the course of carrying out their duties.


  • Note:When installing a gas appliance, a qualified Gas Safe engineer is required.



 Does Bluıe Flame offer replacements?

This is a repair-only guarantee. On occasion, the Manufacturer may at its sole discretion, replace your product with a new product instead of carrying out a repair. Where a replacement is offered, this would normally be an identical model but when this is not possible, a model of similar specification will be provided.

When will the repair take place?

Our Engineers work Monday to Friday 9.00am to 5.00pm. Appointments outside these hours may be possible at the sole discretion of the Manufacturer but cannot be guaranteed. Whilst our Engineers will endeavour to minimize inconvenience and to meet requests for specific timed appointments, this cannot be guaranteed. We will not be liable for delays or if it is unable to carry out a repair because a convenient appointment cannot be arranged.

Will there be any charge for the repairs?

It is your responsibility to provide evidence to the Engineer that your product is covered by this guarantee with a proof of purchase. The Manufacturer reserves the right to charge for the reasonable cost of any service call if:

  • You cannot provide evidence that your product is covered by this guarantee.
  • Where a service call has been made and the engineer finds that there is no fault with your product.
  • That your product has not been installed or operated in accordance with the User Instructions Booklet.
  • That the fault was caused by something other than faulty materials, defective components or manufacturing defects.
  • For missed appointments.

Payment of these costs are due immediately upon the Engineer providing you with an invoice. The Manufacturer reserves the right to terminate the guarantee if you fail to pay the costs for the service call in a timely manner.

If you are a resident of the United Kingdom, this guarantee will be governed by English law and subject to the English Courts, save where you live in another part of the United Kingdom, in which case the law and courts of that location will apply.


 HOW TO OBTAIN SERVICE

Please keep your purchase receipt or other proof of purchase in a safe place; you will need to have it should the product require attention under guarantee.

For gas products you also need to keep your gas safety certificate to prove your cooker is been installed by gas safety engineer.

 The area around the product must be easily accessible to the Engineer without the need for cabinets or furniture being removed.

It is your responsibility to ensure our Engineers have a clean and safe environment to carry out any repairs.

 Cancellation & Returns

You can return the items at your own cost within 28 days of such cancellation and we will reimburse you.

We offer free returns for products which are unused within 28 days. Send an e-mail to sales@blueflamecooker.co.uk and one of our advisors will arrange the collection for you. Your refund will be made within 28 days of collection of the appliance.

A collection fee for the cost of returning the goods will apply. The fee will vary based on the size of the appliance.

However, if you've used or installed the appliance, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item.

We may request photographic evidence of the appliance prior to collection.

Returned appliance will be inspected to ensure they are in perfect condition and are include all relevant accessories.

Your item(s) needs to be:

  • Unused and with all original components
  • In its original packaging (with the tags if applicable)
  • In a resaleable condition
  • With its proof of purchase
  • With any free items that came with the product
  • With any security seals unbroken and intact

  Delivery 

  • The costs of delivery of the Product(s) ordered by you will be as displayed on our website in checkout.
  • We will deliver the Product(s) to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order, or within such other delivery period as you may select during the ordering process.
  • If you cancel after we dispatch of your appliance and the services have already been completed, we won’t be able to refund any charges that you have paid for these. If you cancel your order before we dispatch, the services will be cancelled and refunded.
  • You will be contacted by our courier delivery partners by email and SMS (if you have given your telephone number) to provide a delivery tracking link for updates on your delivery.
  • If our supply of the Product(s) is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any Products you have paid for but not received.
  • If no one is available at your address to take delivery, we will endeavour to make two (2) additional attempts to deliver the Product(s). If despite our reasonable efforts, we are unable to contact you to re-arrange delivery or collection we may end the contract with you and clause 2.2 will apply.
  • The Product(s) will be your responsibility from the time we or our delivery partner deliver the Product(s) to the address you have provided or you collect them from us (or our delivery partner).
  • Please do not book someone to install your kitchen appliance until your item has arrived in good condition – we cannot be held responsible for delays due to unforeseen circumstances, including but not limited to: accidents, traffic and weather.
  • Upon delivery the Goods will be off loaded and moved to a location not more than 3 metres from the delivery vehicle. The Company shall not be liable to move the Goods further than the front door of any premises, and shall not be liable to enter any premises, or carry the Goods up any stairs.

 Our Right to End The Contract

  • 1  We may end the contract for a Product at any time by writing to you if: (i) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Product(s), for example your delivery address; or (ii) you do not, within a reasonable time, allow us to deliver the Product(s) to you or arrange collect them from us or a delivery depot.
  • 2  If we end the contract in the circumstances set out in clause 1 we will refund any money you have paid in advance for the Product(s) we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.


How To Protect And Maintain Your Glass Hob & Hood:

If you’re using a cleaner that is specifically for glass windows or tabletops, stop using it on your hob. The cleaner will be too strong for your hob – leading to damage. If you want a light cleanser, try white vinegar and use microfibre cloth.


Faulty Products - Over 30 Days from Delivery

Should your product develop a fault after 30 days from delivery please call our Customer Service Team 03333 447989 who will arrange an engineer to visit you. This will be at no cost to yourself provided that the item has been correctly installed and the instructions for use have been followed. Please note faults are not covered for the following.

  • Accidental damage
  • Neglect i.e. lack of maintenance
  • Incorrect installation
  • Misuse

Damages

Any visible damage should be reported to our sales team within 48 hours after delivery. Please send an e-mail to sales@blueflamecooker.co.uk . We can’t accept any claims for damaged items after this time.

Any visible damage should be reported to our sales team within 48 hours after delivery. We can’t accept any claims for damaged items after this time.

We may request photographic evidence of the appliance prior to collection.

It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned.

Please check your new item as soon as it arrives, you should report any damage or missing items as soon as possible. Even if you’re waiting for a kitchen fitter or storing your items we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without talking to us first as you may cause further damage


WHAT PAYMENT OPTIONS CAN I USE?

Payment options:

  • Visa, Mastercard, American Express, Maestro
  • Shop Pay
  • Apple Pay
  • Google Pay