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Terms and Conditions

This Web Site ( is operated by Prima Industries Ltd ('we' or 'us'). These terms will apply to all your purchases from our Web Site, whether you are ordering online or by telephone. Please read this document carefully and print it off or download it before placing your order. We may change these terms from time to time. Please check them before you make a new purchase.


You can pay for your order by Visa, MasterCard, Delta/Connect or Switch. We will take all reasonable care to keep your order details and payment secure, but, unless we are negligent, we will not be liable for any losses if an unauthorised third party obtains access to your information. If billing and delivery addresses are not the same, we may require a utility bill for confirmation. All prices quoted on our Web Site include VAT unless stated otherwise. Delivery on all products excludes delivery, unless stated by us.

Your Agreement With Us

We will confirm acceptance (or otherwise) of your order as soon as possible, either by email (if your order is placed on-line) or by telephone (if your order is placed over the telephone). A binding agreement arises once we accept your order and we will then charge your credit/debit card on acceptance of your order.


Large quantities of fuel

Up to 192L of fuel can be bought online however we can supply larger quantities, from pallets (756L) up to lorry loads. If you are interested in large quantites of fuel, please call us on 01709 524 162 or contact [email protected] for very competative prices and delivery quotes. 


Bioethanol fuel delivery options available:

The price of EkoFuel bioethanol fuel include free next working day delivery for orders placed up to 3.45pm for delivery to England, Wales and parts of Scotland (excluding bank holidays and weekends).

Deliveries to scottish postcodes AB30, AB33, AB34, AB35, AB3, DD8, DD9 & FK16 are on a free 2-5 day delivery service.

Next day delivery is available to scottish highland postcodes AB41, FK17-21, IV1-20, IV25, IV30-37, IV63, PA21-35, PA37-39, PA15-26, PH49-50. however additional delivery charges will apply.
2-5 Day delivery is available to scottish highland postcodes AB37-38, AB42-45, AB53-56, IV21-24, IV26-28, IV40, IV52-IV54, KW1-KW14, PA36, PA40, PH30-41 with addtional charges.

AM (before 12noon Mon to Fri) and Saturday AM (8am-12noon) delivery services are also available to the UK Mainland for an addtional charge.

Unfortunately due to the flammable nature of the fuel, we are unable to deliver the bioethanol fuel to Scottish Isles, Northern Island, Off Shore & Channel Islands. 

Delivery restrictions:

Due to the flammable nature of the bioethanol fuel, we are unable to ship across water to Scottish Isles, Northern Ireland, Off Shore & Channel Islands. 

Failed Deliveries:

Once your order is despatched, a consignment number will be sent via email to alow you to track the package as it is delivered. As the fuel is flammable, parcels must be signed for on delivery and cannot be left unattended. If no-one is in for the delivery, the courier will attempt to leave the parcel with a neighbour. Prima Industries Ltd or our courier cannot accept responsibility for any goods lost or stolen once delivery has been made. 

If no-one is in when delivery is 1st attempted we will contact you once advising you of the failed attempt and how to contact the courier for a second and final delivery attempt. The package will be held at the local depot for 3 days before it is returned to the sender. You must contact the courier with your tracking number within the 3 days to arrange a suitable time for re-delivery or collection. Redliveries are made uner the same service agreement of a standard all day service, no addtional upgrades are permitted. Please note: If the package is returned to sender there will be a charge for redelivery or a refund issued minus the cost of return carriage.

If you have not received your delivery you must contact us within 7 working days for us and our courier to investigate the matter.

For non-fuel items such as fires and burners we usually quote 7 to 10 working days (working days does not include Saturdays, Sundays or public holidays) although most deliveries can be carried out much quicker than this. Some items may be out of stock, if this is the case, these deliveries will usually take 2 - 3 weeks longer. Custom orders will usually be ready for dispatch 4-6 weeks after accepting the order.  If you require your products by a specific date, provided we are able to obtain the products we can arrange an express overnight delivery for an additional charge. Please contact us before placing the order if you have a specific date.

Please note: The delivery charges stated include delivery to ground floor only with a one man delivery, if you have any special requests for delivery (for example you live in a flat) please make us aware of this at time of purchase and we shall endeavour to arrange special delivery for you, this may come with an additional charge, please contact us for further information.  The standard delivery service for large items (complete fires ) is kerbside only.  Please ensure you have additional support to lift the items into your home.

We strongly recommend that you do not book fitters for your appliances until you have received and inspected your goods.  Prima Industries Ltd can't be held liable for additional costs associated with late deliveries.


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 goods of equivalent quality and wherever possible a similar price. We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes out of our control. Any dates we specify for the delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the goods. Please allow enough time for your items to be delivered before you organise installation as we cannot be held responsible for out of pocket expenses resulting from delays in delivery.

Cancellation and Returns Information
Important Information & Time Limitations

Any transit damage, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery.  Failure to do this will negate your claim.  Please ensure that you thoroughly inspect your goods for any damage, incorrect goods, missing parts or other problems as soon as you receive them. If this is done after delivery has taken place, you are required to contact us within 7 days of delivery of your goods giving full details of any problems, for us to arrange for suitable action to be taken.

Damaged Goods

If you receive goods in a damaged condition, please make a note of this on the delivery despatch note when signing. Failure to note any damage when receiving the item will void the opportunity to claim. Goods must be checked on delivery and faulty goods must be reported within 24 hours of delivery with supportive evidence i.e photographic images. If there is a problem with your goods, please contact us on 01709 524 162 or via email at [email protected], Monday – Friday, 9am – 5pm. We will respond within 24 hours excluding the weekends.

Incorrect Goods/Wrong Amount of Goods

It is your responsibility to ensure that you have signed for the correct number of goods delivered. At time of delivery you must also check that you have received the correct goods in accordance with your order. If you find that you have received incorrect goods or the wrong amount of goods, you must make a note of this on the delivery despatch note when signing, you must then notify us of this by phone, email or letter in any case within 7 days from receipt of goods

Please Note: Do not fit an item if it is damaged or an incorrect item. This counts as acceptance of goods and the item is then non returnable.

Unwanted Items

You have the right to cancel your order at any time before goods are delivered to you for any reason. In compliance with the distance selling regulations you have a Cooling Off period where you may withdraw from this agreement at any time up to 7 working days after the day we have delivered the goods to you. If we have delivered the goods, you must not have used them and must have kept them in the condition they were delivered. You must return them to us at your own cost. Proof of purchase is required when returning items.  A full refund will be issued following receipt of the returend item. 

When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in the condition that we sent them to you. All items are subject to inspection. As a consumer you have a duty to return the goods in perfect condition. We advise that you should return the product within its original packaging as it will insure that the product is not damaged on its return journey.

We advise you to take out insurance on your goods when sending them back to our returns dept. If goods arrive to us damaged, you will be charged the full cost of the product.

Please Note: We are unable to take back items that are over 28 days old from date of delivery or bespoke/built to order

What isn't covered by this Cooling Off period?

Goods that are made to your personal requirements for example custom inserts.

Faulty Items

If after fitting your product you find that it is faulty, meaning your product shows symptoms of failure preventing basic operation (this does not include any superficial or cosmetic damages, for example scratches or dents), please contact us at your earliest convenience. We shall then arrange for an engineer to visit you (subject to a call-out fee) or request that the product is returned for inspection. Based on the engineer's assessment, we will establish whether the problem is a manufacturing fault, installation fault, negligence or wear and tear. If deemed a manufacturing fault, the product is covered under our standard 12 month warranty and the engineer will be carry out repairs on site or order parts and come back at your convenience to carry out the repair (at our cost). Under these circumstances the call-out fee will be refunded.

If the fault is due to incorrect installation, you have the following options:

  1. We can correct the installation for you, we will provide a quote at the time of inspection for this.
  2. You can contact your original installation engineer to correct the problem.

If on inspection it is found that a lack of care and attention has caused the fault, we will provide you with a quote to repair the problem.

However should you live in an area where there is no servicing coverage by their engineers, you must contact us for assistance. Areas normally affected are listed below:

Isle of Man
Isle of Wight
Scottish Isles
Scottish Highlands

Complaints Procedure

If, in the event, you wish to make a complaint, please contact us via email at [email protected] or via writing:

Prestigious Fires

c/o Prima Industries Ltd

Unit 2 Chesterton Court

Chesterton Road

East Wood Trading Estate

S65 1SJ

We shall then fully investigate the matter and contact you via email within 5 working days from receipt of your email or letter. This guarantee is in addition to any warranties or conditions implied by law and nothing in these terms affect your statutory rights.

Delay or Failure to Perform

We shall not be liable to you if we are prevented or delayed in performing of our any obligations to you if this is due to any cause beyond our reasonable control e.g.

  • an act of God, explosion, flood, fire or accident
  • war or civil disturbance
  • strike, industrial action or stoppages of work
  • any form of government intervention
  • a third party act or omission
  • failure by you to give us a correct email or delivery address or notify us of any change of address

If this happens we shall inform you as soon as is reasonably practicable and if these circumstances continue for 30 days either you or we will be free to cancel the contract. If so, we will give you a full refund of any payment we have received from you within 30 days of cancellation.

Customer Information

If you have any queries or require further information regarding our products or your purchase, you can e-mail us at [email protected], or write to our Customer Services department at: Prestigious Fires, C/O Prima Industries Ltd, Unit 2a Westfield Craft Park, Westfield Road, Rotherham, South Yorkshire, S62 6EY.

Data Protection and Privacy Statement

We operate a strict Data Protection and Privacy Policy, we will not share any information (without your permission) with any external organisations unless required to complete your order (e.g. giving your name and address to our couriers).

Caring For Your Purchase

Always refer to the operating, care and maintenance instructions in relation to each product.

Product Descriptions

We have made every effort to display as accurately as possible the colours of our products that appear on this Web Site. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual product. While we try to be as accurate as possible, all sizes, weights and measurements quoted are approximate. The products sold on this Web Site have been designed to comply with the health and safety laws of the UK and we cannot warrant or represent that they comply with any health safety or other legal requirement outside the UK.

Governing Law

All contracts formed between us for the purchase of items from this Web Site shall be governed by English law and any dispute shall be subject to the jurisdiction of the English Courts. If any provisions of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.


Tell us how we are doing and how we can do it better. We welcome your comments on any aspect of our service to you, so please feel free to contact us with your comments by email or by contacting our customer services department.

Images on our website have either been made accessible by suppliers, manufacturer's, publications, publicists, or been gathered from public-domain sources. We cannot guarantee the reliability or the accuracy of the images. Images on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturer's brochures or their websites. We will supply the product as supplied to us by the manufacturer.


Prestigious Fires is the internet trading name for Prima Industries Limited which is a registered company of England and Wales, Company Number 5688373, with a registered office at Unit 2 Chesterton Court, Chesterton Road Eastwood Trading Estate, Rotherham, South Yorkshire, S65 1SJ