Terms of service

Last updated: 27 October 2026

These terms apply to orders placed on www.glowingflames.co.uk on or after 27 October 2026. Please read them before you order. If you are a consumer, nothing in these terms affects your legal rights.

1. About us

Glowing Flames is a trading name of HCH Green Limited, a company registered in England and Wales (company number 14260833). Registered office: Bury Farm, Church Street, Bovingdon, Hemel Hempstead, Hertfordshire, HP3 0LU. Email: info@glowingflames.co.uk. We are not registered for VAT, so no VAT is added to our prices.

Orders placed before 27 October 2026 were contracts with Zaibatzu Limited, the previous owner of Glowing Flames. If you have a question about one of those orders, please still email us and we will help.

2. Your order and our contract with you

  • After you order, we send an email confirming that we have received it. Our contract with you starts when we confirm that your order has been accepted, which normally happens when we dispatch it or confirm it with our supplier.
  • If we can't accept your order (for example because the item is out of stock, there is a pricing error, or we can't deliver to your area), we will tell you and refund any payment in full.
  • Please check your order carefully before submitting it and tell us straight away if anything is wrong.

3. Prices and payment

  • Prices are in pounds sterling. The price you pay is the price shown at checkout, including any delivery charge.
  • We take payment when you place your order.
  • We try hard to make sure prices are correct. If we find a clear pricing error after you have ordered, we will contact you before accepting your order, and you can choose to go ahead at the correct price or cancel for a full refund.
  • If you choose a pay later or instalment option (such as Klarna), that agreement is between you and the provider and their terms apply.

4. Products

  • We describe products as accurately as we can using information from manufacturers. Images are for illustration, and colours and finishes can look slightly different on screen. Natural materials such as stone, timber and cast iron vary.
  • Products are supplied for domestic use in the UK unless stated otherwise.
  • Manufacturer guarantees are given by the manufacturer and are in addition to your legal rights.

5. Installation and safe use

  • We sell products only. We do not install, survey or advise on the suitability of your property, chimney, flue, hearth or gas supply.
  • Gas appliances must be installed by a Gas Safe registered engineer. In England and Wales, wood burning and multifuel stoves should be installed by a HETAS registered installer, or you must apply to Building Control before the work starts. In Scotland and Northern Ireland, contact your council's building standards or building control team before work starts. Hard-wired electrical appliances must be installed by a qualified electrician. Installation must comply with Building Regulations and the manufacturer's instructions.
  • We recommend getting a quote and site survey from a local installer before ordering, to make sure the product is suitable.
  • Please follow the manufacturer's instructions, including for fuel, ventilation, carbon monoxide alarms and outdoor use. Outdoor products such as BBQs, fire pits, chimineas and patio heaters must only be used outdoors in a well ventilated area.

6. Delivery

Delivery is covered in our Shipping policy, which forms part of these terms. Responsibility for the goods passes to you when they are delivered, and ownership passes once we have received full payment.

7. Your right to cancel, returns and faulty goods

Your right to cancel within 14 days and your rights if goods are faulty are set out in our Return and refund policy, which forms part of these terms.

8. Our liability to you

  • If we don't comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss or damage that is not foreseeable.
  • We supply products for domestic and private use. If you use them for business purposes, we have no liability for loss of profit, loss of business, business interruption or loss of business opportunity.
  • We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights in relation to the goods (including the right to receive goods that are as described, of satisfactory quality and fit for purpose).
  • We are not responsible for problems caused by incorrect installation, misuse, or failure to follow the manufacturer's instructions, or for the cost of building or installation work, except where the law says we are.
  • We are not responsible for delays or failures caused by events outside our reasonable control. If that happens we will tell you, and if the delay is substantial you can cancel and get a refund for anything you have paid for but not received.

9. Using our website

  • You may use the website for personal shopping only. Please don't misuse it, try to break its security, copy its content for commercial use, or scrape it.
  • Our website contains links to other sites. We aren't responsible for their content.
  • Reviews and questions you submit must be honest, lawful and your own. We may moderate or remove content that breaks these rules. We publish genuine reviews whether positive or negative.
  • How we use your personal data is explained in our Privacy policy.

10. Complaints

If you have a problem, please email info@glowingflames.co.uk and we will aim to reply within 2 working days. If we can't resolve your complaint, you can get free advice from the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales), Advice Direct Scotland on 0808 164 6000 or Consumerline (Northern Ireland), or take a claim through the small claims court. We don't currently use an alternative dispute resolution scheme.

11. Other important terms

  • We may transfer our rights and obligations under these terms to another business, for example if the business is sold. We will make sure this does not reduce your rights.
  • If a court decides any part of these terms is unlawful, the rest will still apply.
  • We may update these terms. The version that applies to your order is the one shown when you placed it.
  • These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.