Terms of service

These terms of sale govern all sales made on purflame.co.uk, operated under the Pure Flame brand. Placing an order means you fully accept these terms.

Seller
Pure Flame is a trading name of Tangi Crozon, sole trader (entrepreneur individuel), SIRET 922 287 610 00013. Address: 21 Barnfield Road, Crawley, RH10 8DS, United Kingdom.

1. Products
Our products (bioethanol fireplaces and their accessories) are described and presented as accurately as possible. Photographs and descriptions are provided for guidance and may show slight differences.

2. Prices
Prices are shown in pounds sterling (GBP), including VAT where applicable. Delivery is free. Pure Flame may change its prices at any time; the price that applies is the one in force when your order is confirmed.

3. Orders
Your order is confirmed once you have accepted these terms and your payment has been confirmed. A confirmation email summarising your order is sent to you. Pure Flame may refuse or cancel any order in the event of a dispute, suspected fraud or unavailability.

4. Payment
Payment is made online, securely (SSL-encrypted connection), by the payment methods listed on our Payment Methods page. Your account is charged when your order is confirmed. We never store full card details on our servers.

5. Delivery
Delivery terms, area and times (free delivery, 3 working days' processing, 2 to 4 working days' transit, 5 to 7 working days in total, United Kingdom only) are detailed in our Shipping Policy.

6. Right to cancel and returns
You have a legal right to cancel within 14 days, extended to 30 days as a commercial gesture. Return shipping costs are paid by the customer, with no restocking fee. Full terms are in our Refund & Return Policy.

7. Guarantees
All our products come with a 2-year commercial guarantee. This is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

8. Liability
Products must be used for their intended purpose, in accordance with the enclosed safety instructions and applicable regulations. Pure Flame cannot be held responsible for misuse. Nothing in these terms limits our liability where it cannot be limited by law.

9. Intellectual property
All content on this website (text, images, logo, brand) is protected and remains the exclusive property of Pure Flame. Any reproduction without permission is prohibited.

10. Personal data
How we process your data is described in our Privacy Policy, in line with the UK GDPR.

11. Governing law and disputes
These terms are governed by the laws of England and Wales, without affecting the mandatory consumer protections you are entitled to. In the event of a dispute, we will always look for an amicable solution first. If no agreement is reached, the courts of your place of residence in the United Kingdom have jurisdiction.

Customer service
Have a question before or after your order? We're here to help.

We aim to reply to every enquiry within 24 business hours.