Terms & Conditions

General Information

All product information provided by Vitcas Ltd is given in good faith and is intended for general guidance only. While we strive to ensure that all content on our website is accurate and up to date, we cannot guarantee the absence of errors. Vitcas Ltd and its employees shall not be held liable for any inaccuracies, omissions, or misstatements found on this website. Customers are advised to verify any information before entering into any purchase or contractual agreement. Product specifications, features, and descriptions may change without notice, and the listed features may not be exhaustive. For detailed or specific product requirements, please contact us directly prior to ordering. All prices shown exclude VAT, which is charged at the prevailing UK rate.

Ordering

All transactions on our website are processed via secure payment gateways. Our site is PCI DSS (Payment Card Industry Data Security Standard) compliant and independently validated by Security Metrics to ensure your data and payment information remain secure.

1. Selecting Products - To purchase a product, click 'Add to Cart'. To continue browsing, select 'Continue Shopping'.

2. Checkout - When ready, click 'Checkout'. Registered users may log in; new users can register during this stage.

3. Personal Details - Please ensure all information, including billing and shipping addresses, is entered accurately and in full (including counties). Goods will be sent to the shipping address unless otherwise instructed. Proceeding from this stage constitutes agreement to our Terms & Conditions.

4. Delivery & Payment - Delivery options and prices will be displayed. If you prefer to pay by cheque or by phone, please select the appropriate option.

5. Order Confirmation - Note that delivery charges are weight-based. Orders up to 100kg are typically sent via courier; larger consignments may be sent via pallet network.

6. Payment - Once you confirm your order, you will be redirected to a secure payment gateway. Upon successful payment, you will return to our site and receive an invoice with a unique order ID. Please retain this ID for reference.

Cancellations

Orders cancelled after despatch will incur any applicable charges, including return shipping. Please contact us promptly if you wish to cancel your order.

Delivery Costs

We work with multiple carriers to offer competitive shipping rates based on size, weight, material, and destination. Delivery is available across the UK and the Republic of Ireland. We also offer international delivery to select destinations, including Europe and the USA - please enquire for pricing and availability.

Delivery Details

Deliveries are typically made via third-party couriers. If access to your address may be restricted (e.g., unsuitable for a 7.5-tonne vehicle), please inform us in advance. Failure to do so may result in additional charges or delayed delivery.

Orders placed before 2:00 p.m. on working days (Monday to Friday, excluding bank holidays) are generally despatched the same day. Otherwise, despatch will occur on the next working day.

Estimated delivery times:

• Courier/Post: 1-2 working days (UK)

• Pallet service: 2-3 working days

• Over 250kg: Delivered on a 2-3 working day service

Please note: These timeframes are indicative and subject to third-party courier performance.

Important: Do not schedule any installers or tradespeople until you have received and inspected your goods in full.

Delivery Day Requirements

An able-bodied person must be present at the delivery address to assist the driver with unloading if necessary. If this cannot be arranged, please notify us before delivery.

Signing for Goods

Do not sign for goods until they have been unpacked and thoroughly inspected. Signing for items in "good condition" confirms acceptance. If damage is evident or suspected, sign the delivery note as "Damaged" and notify us immediately. We allow up to 48 hours after delivery for inspection. Issues reported after this window may not be eligible for claims or may incur additional costs.

Claims Procedure

In the event of damage, please contact us within 48 hours and provide detailed photographs and descriptions of the issue. Supporting evidence and the signed delivery note are essential for processing claims. Claims submitted outside this period or without adequate documentation may be declined.

Returns Policy

We aim to deliver all goods in excellent condition. Faulty or damaged items reported at the time of delivery or during unloading will be repaired or replaced, in addition to any manufacturer warranties.

If you change your mind after receiving the goods, you have 14 calendar days to return them for a refund of the item cost (excluding carriage), provided they are in re-saleable condition.

Please contact us to request a Goods Return Form, which must be completed and enclosed with the return. Returns without a valid form will not be accepted.

Returns must be sent at the customer's expense via a secure courier. Goods returned after the 14-day window will not be eligible for a refund.

Installation & Fitting

It is the customer's responsibility to ensure the selected product is appropriate for the intended fuel type, flue system, and dimensions. Vitcas Ltd is not liable for incorrect product selection or installation errors.

We strongly advise against booking installation services until you have received and inspected the product.

Limitations of Use

Product installation and usage must follow all supplied instructions. As we cannot oversee individual use cases or installation methods, the user must determine the product's suitability. While we are happy to offer general advice, we cannot be held responsible for product choice, design decisions, or installation practices.

Vitcas Ltd's liability is strictly limited to the replacement value of the supplied goods. Use of our products constitutes acceptance of these terms. This does not affect your statutory rights.

Disclaimer

Due to the nature of refractory materials, minor surface cracks or colour variations may occur in products such as firebacks, lintels, and ovens during normal use. These cosmetic changes do not compromise structural integrity or performance.

Contact & Legal Information

For full Terms & Conditions, or further assistance, please contact our customer service team.

Vitcas Ltd Registered in England & Wales Company No. 06497991