Terms and Conditions

We must receive payment of the full price for the goods you order in cleared funds before your order can be accepted.

Once payment has been received, we will confirm acceptance of your Order by email to the address provided. Our acceptance creates a legally binding contract between us (the “Contract”).

• Prices payable for goods are as set out on our website.
• Delivery options and costs will be shown at checkout.

• We may make minor changes to product specifications where required by law, without affecting quality or performance.
• Images are for illustrative purposes only and may not exactly match the goods.
• Goods are intended for use within the United Kingdom. If you plan to use them outside the UK, please contact us before purchasing.
• All electric fires are manufactured with a small gap between the glass panels to accommodate internal moving components; this is a normal design feature on all models and present on our showroom models which confirms this does not detract from the overall aesthetic appearance of the appliance. 

All fireplaces are manufactured within specified engineering and aesthetic tolerances. Due to the design and construction of the appliance, minor variations in panel alignment, gaps between glass panels, and component positioning may be present.

Certain models incorporate moving and removable components, including glass panels, which require operational clearances to ensure safe and reliable performance. These clearances are intentionally designed to prevent contact between components during operation, transportation, installation, and thermal expansion. Glass panels touching or being under pressure may result in vibration, noise, or damage to the appliance.

A visible gap between glass panels or surrounding components, where present, is considered a normal characteristic of the product design and does not affect the safety, functionality, or performance of the appliance.

Customers are advised that showroom display models are representative of the product range and may exhibit the same manufacturing and design tolerances as supplied units. Variations that fall within the manufacturer’s specified tolerances shall not be considered a defect or fault and do not constitute grounds for rejection, replacement, or compensation.

The presence of such tolerances does not impact the operational performance, safety, or intended use of the appliance.

• Cancellation rights do not apply to bespoke or made-to-order goods.
• You may cancel your contract within 14 days from the day after receiving your goods.
• You must notify us in writing, by email, or by phone (email or written notice is recommended).
• If goods have been delivered, they must be returned within 14 days of cancellation notification.
• Refunds will be issued within 14 days of receiving returned goods, provided they are in original condition and packaging.
• We may reduce refunds if goods are not returned in “as new” condition or deduct collection costs if applicable.
  
  
  

We may cancel your order if:

• Items are out of stock
• We do not deliver to your location
• A pricing error has occurred
  

If we cancel your order, we will refund any payment within 30 days. No additional compensation will be provided.

• Goods will be delivered to the address provided at checkout.
• Delivery charges apply to UK Mainland; additional charges may apply to certain locations.
• Delivery dates are estimates only. Do not arrange installation until goods are received.
• Ownership and risk transfer upon delivery.
• Damaged goods must be reported at delivery and refused if necessary.
• A signature is required upon delivery.
• Failed deliveries may incur a minimum £50 charge.
• Pallet deliveries are kerbside only and may require assistance to move goods inside.
  

From time to time, we may offer discounts or promotional pricing on selected products.

Unless explicitly stated otherwise, any discount applied to a product is valid for that item as a standalone purchase only and does not apply to the same product when included as part of a package, bundle, or suite (including but not limited to media wall packages or marble suites).

Promotions cannot be combined with other offers unless clearly stated, and we reserve the right to amend or withdraw promotions at any time without notice.

• Claims for incorrect, damaged, or missing goods must be reported within 7 working days.
• Installation of faulty or incorrect goods constitutes acceptance.
• Non-delivery must be reported within 30 days of the expected delivery date.
• Remedies may include replacement, repair, or refund.
• Refunds for defective goods will be processed within 30 days of confirmation.
• We are not liable for indirect or consequential losses.
• Customers must comply with all import/export laws where applicable.
• Nothing in these terms limits your statutory rights or liability for death/personal injury caused by negligence.

Notices

All notices from you must be in writing and sent to:

The Costello Group Ltd, Unit 6a Ashcroft Road, Knowsley, Merseyside, L33 7TW

Notices from us may be displayed on our website.

Events Beyond Our Control

We are not liable for delays or failures caused by events outside our reasonable control, including (but not limited to) strikes, system failures, natural disasters, or accidents.

Invalidity

If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

Privacy

You agree to be bound by our Privacy Policy.

Third Party Rights

Only parties to this agreement (and our affiliates, employees, or representatives) have rights under it. This does not affect any rights or remedies available to third parties under applicable law.

Governing Law

These terms are governed by English law. Any disputes will be subject to the jurisdiction of the English courts.

Entire Agreement

These terms, together with our website content (including pricing, delivery, and policies), form the entire agreement between us.

No statements by any sales representative shall be considered a variation of these terms unless confirmed in writing. We are not liable for any such statements unless fraudulent.

We work with Klarna Financial Services UK Limited (10 York Road, London, SE1 7ND, authorised and regulated by the Financial Conduct Authority, FRN 1021834) to offer you additional payment options at checkout.

Available options may include:

• Pay in 3 instalments (interest-free)
  
• Financing (longer-term repayment options)
  

Klarna’s payment options are subject to eligibility and status.

Pay in 3 instalments and Pay in 30 days are not regulated by the FCA.

Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit.

18+, UK residents only. Late fees may apply. Terms and conditions apply.

Further information:

• Klarna user terms: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_gb/user
  
• Klarna website: https://www.klarna.com/uk
  
• Klarna privacy policy: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_gb/privacy
  

To offer Klarna’s payment methods, we may share your contact and order details with Klarna so they can assess your eligibility and provide you with suitable payment options. Your personal data is handled in accordance with applicable data protection laws and Klarna’s privacy policy.

Warranty coverage varies by product range and purchase date:

• Bespoke Panoramic 3DP (after Feb 2024)
  12-month warranty
  
• Bespoke Panoramic X & S Ranges
  *10-year warranty: First 5 years: parts + service support - Next 5 years: parts only
• Bespoke HD+ & Panoramic (before June 2022)
  1-year warranty
• Bespoke HD+ & Panoramic (after June 2022)
  3-year warranty
• Promotional *10-Year Warranty (Nov 2023 Offer)
  First 5 years: parts + service support - Next 5 years: parts only
• Clearance/Sale & Ex-Display Items
  12-month parts-only warranty
• Wood products (media walls & TV boards) 12-Month Warranty covering:
  Structural integrity issues such as warping caused by manufacturing defects. Colour stability, where significant discolouration occurs under normal indoor conditions
  

Engineer Visits

• No call-out fee within first 12 months
  
• After 12 months: £69 inc VAT per visit

All Valine Fires electric fireplaces include:

• 2-year parts-only warranty from date of purchase
  
• Warranty must be registered within 28 days of purchase
  

During this period:

• Replacement parts are supplied free of charge for manufacturing defects
  
• Full technical support is provided for troubleshooting and guidance
  

Valine Fires are designed in a cassette-style format, allowing easy removal for repair or replacement. If a fault cannot be repaired, a replacement unit may be supplied.

Our market leading 15 year warranty is for our FluteSlat™ wall panels range only.

What Is Covered

• Manufacturing defects such as cracking or peeling
  
• Structural issues such as warping or splitting under normal use
  

Conditions for Warranty

• Must be installed correctly (professional or competent DIY)
  
• Must be used indoors only
  
• Must be maintained appropriately (no harsh chemicals or abrasive cleaning)
  

What Is Not Covered

• Incorrect installation or unsuitable fixings
  
• Normal wear and tear (e.g. light scratches)
  
• Damage from misuse, impact, moisture, fire, or extreme conditions
  
• Product alterations (cutting, sanding, refinishing)
  
• Improper storage before installation
  
• Removal, reinstallation, or transport costs

• Bespoke products must be registered within 60 days of installation
• Valine Fires & Bamboo Charcoal FluteSlat™ products must be registered within 28 days of purchase
  

* Failure to register may invalidate warranty claims

• Products must be installed and used in accordance with manufacturer instructions
• All electric fires must be tested before installation
• All Valine Fires are designed in acassette-style format, meaning the appliance is built to slide in and out easily when installed within a media wall. This design provides straightforward access should a repair or replacement be required. If a fault cannot be repaired, anexact replacement unit may be supplied.
• Once installed, full unit exchanges are not available (parts-only support applies)
• Power supply must remain accessible for servicing. Any extension of the power cable does not void warranty, this to be done professionally and with the right capacity cable. (electric fires)
• Normal Use: The Product must be used for its intended purpose. It must be installed indoors and not exposed to various weather conditions.
• Weight Load Limits (media wall packages) - All units must not be subjected to excessive weight. Unless otherwise specified, a maximum load of 50kg should not be exceeded on any unit.

Our Bespoke Fireplaces electric fires contain moving mechanical components and are not completely silent during operation.

Typical maximum noise levels (measured at approximately 1 metre):

• Up to 50dB when heat and fan are in use
  
• Up to 45dB when using flame effect only
  

Noise levels may vary depending on installation, environment, and usage.

All electric fires produce a degree of operational noise during normal use. This may include sounds from the fan, motor, flame effect, and the natural expansion and contraction of metal components as the appliance heats and cools. These sounds are normal operating characteristics and do not indicate a manufacturing defect.

Our electric fires are manufactured using a precision-engineered steel body. As with any steel appliance, vibrations generated during operation may be transferred to the surrounding installation. The construction method, framing materials, cavity design, fixings, insulation, and decorative finishes can all influence how these vibrations are transmitted and may amplify the perceived operational noise.

Lightweight construction methods, including metal stud framing, timber framing, and hollow wall systems, are particularly susceptible to transmitting and amplifying vibration. In some installations, resonance within the surrounding structure may increase the perceived sound level even though the appliance is operating within its normal design parameters.

We strongly recommend that every electric fire is fully tested for operation and excessive noise before it is permanently installed or enclosed within a media wall or fireplace structure. Once the appliance has been built into a finished installation, it can become difficult to determine whether any perceived noise originates from the appliance itself or is being amplified by the installation, surrounding materials, or structural vibrations.

As the installation method and building construction are beyond our control, any increase in operational noise resulting from vibration transfer, resonance, or the installation environment shall not be considered a manufacturing defect and does not constitute grounds for warranty replacement, repair, refund, or rejection of the product, provided the appliance is operating within the manufacturer's normal specifications.

The installer is responsible for ensuring that the appliance is installed in accordance with the manufacturer's installation instructions and for taking appropriate measures to minimise vibration transfer where necessary.

Products must be:

• Kept clean and free from dust and debris
• Protected from moisture and unsuitable environments
• Maintained in a diligent manner, when cleaning avoid the use or harsh or abrasive chemicals and materials.
• Used for its intended purpose. It must be installed indoors and not exposed to various weather conditions
  

* Failure to maintain products correctly may affect warranty eligibility.

The warranty does not cover:

• Labour, installation, or transport costs
• Third-party repairs not authorised by The Costello Group
• Damage caused by misuse, incorrect installation, or environmental exposure
• Consumables or cosmetic wear
• Indirect or consequential loss
  

Warranty may be void if:

• Products are used outside intended environments (e.g. outdoors or damp areas)
• Installation or operating instructions are not followed
• Products are modified or repaired without approval
• Warranty registration requirements are not met

To make a claim:

• Contact: hello@thecostellogroup.co.uk
• Provide proof of purchase
• Provide photos/videos of the issue
• Units must be removed and repackaged in original packaging if being returned
• Replacement units will be shipped with return labels where applicable

International Orders:

Products installed outside mainland UK are covered on a parts-only basis. Labour and engineer support are not included.

Any installation prices provided by The Costello Group Ltd, whether verbally, online, by email, or during the ordering process, are intended as guide prices only and are based on a standard installation under normal conditions. The final installation cost may vary depending on the specific requirements of the property, site conditions, access requirements, existing electrical infrastructure, and any additional materials or labour required to complete the installation safely and to the required standard.

The products listed within your order confirmation represent the goods purchased from The Costello Group Ltd and are the only products included within the sale price. Any additional goods, materials, equipment, or services required to complete the installation are not included unless expressly stated in writing. Such additional items may include, but are not limited to:

● TV wall brackets and mounting accessories;
● Additional lighting products or fittings;
● Electrical sockets, outlets, switches, or wiring;
● Relocation or installation of electrical sockets;
● Cable management systems;
● Additional fixings, supports, or mounting materials;
● Specialist access equipment;
● Any remedial electrical, building, or decorating works.

Any such additional requirements identified during a site survey or upon attendance at the property will be quoted separately and may be subject to additional charges.

Installation services may be provided by independent installers recommended by The Costello Group Ltd. Installation quotations may vary between installers based on their assessment of the works required. Where a survey or on-site assessment identifies additional requirements not reasonably foreseeable at the time of order, the installer will provide details of any revised installation costs before proceeding.

If, following a site survey or installer assessment, the customer is dissatisfied with the installation quotation provided by a recommended installer, the customer is under no obligation to proceed with that installation service.
In such circumstances, the customer may:

● Decline the installation quotation;
● Arrange installation through an alternative installer of their choosing; or
● Retain the purchased goods without installation.

The Costello Group Ltd supplies and sells the goods ordered by the customer. Installation services are quoted separately and may be provided by independent recommended installers whose charges are based on the specific requirements of the installation.

A customer's decision not to proceed with a recommended installer's quotation shall not affect the validity of the product purchase and shall not, in itself, constitute grounds for cancellation or return of the goods, except where the customer is otherwise entitled to do so under applicable consumer legislation or the Company's standard returns policy.

By placing an order, you acknowledge and accept that:

● Installation quotations are estimates based on standard installation conditions.
● Additional charges may apply where extra materials, labour, electrical work, or site-specific requirements are necessary.
● The final installation cost can only be confirmed following a survey or installer assessment.
● Full details regarding installation services and potential additional charges are provided in these Terms & Conditions and your order confirmation email.

The Costello Group Ltd is committed to providing transparent pricing and does not seek to mislead customers regarding installation costs. Any additional charges will be clearly explained before installation work proceeds.

Awaiting an engineer visit, with a potential lead time of up to 12 weeks.

Please report any faults through our report a fault contact from. Please allow 72hrs working window to receive a response.

During the engineer’s visit, access to the fuse and mains supply must be available. The engineer will need this access to complete the necessary checks and work safely.

Inspection, Repair and Warranty

We reserve the right under the Consumer Rights Act 2015 to first inspect and repair any faults with goods under warranty. Access must be allowed within 6 months of installation; otherwise, remedies under the Consumer Rights Act may be affected. Supply-only goods must be installed correctly. Vulnerable customers should inform us if they require extra support.

• Your warranty must be registered online within 60 days of installation. Failure to register will void the warranty, making it ineligible for claims.
  

Any items purchased within our clearance, maybe subject to slight damage or defects. We will do our upmost to ensure that these are explicitly stated on the description of the clearance product. Please note a delivery surcharge of £0.50/mile applies to clearance items outside of a 20 mile radius. Mileage is calculated from our Knowsley showroom at L33 7TA. A member of our team will contact you after ordering to take payment. Please note, clearance items are strictly non-refundable. All electric fires purchased in clearance sale come with 1 year warranty.

Ex- Display Suites Disclaimer:All our ex-display suits are sold as seen. If applicable damages or defects will be identified at point of sale. Please check your suite carefully at purchase or delivery, as we’re unable to resolve issues reported after it’s been received.

DIY Installation Disclaimer:

All DIY installations must be carried out by a competent person, following both the manufacturer’s instructions and any video guidance provided to ensure safe and correct installation.
Bespoke Fireplaces Ltd or The Costello Group Ltd accept no responsibility for DIY installations.

If you have any doubts about your installation, please contact a professional installer and follow their advice.

Once goods have been delivered, Bespoke Fireplaces Ltd and The Costello Group Ltd accept no responsibility for any damage to the goods, or for any personal injury or loss arising from the handling, storage, positioning, installation, or use of the goods after delivery, except where liability cannot be excluded by law.

1. Custom Design and Bespoke Finishes

Please note that custom designs and bespoke finishes are subject to natural variation. While we make every effort to represent colours, tones, and finishes accurately, factors such as lighting, positioning, and surrounding décor can affect the way a design appears in its final setting.

Accordingly, the final finish cannot be guaranteed to exactly match digital images, samples, or mock-ups.

2. Design Representation

All design visuals and previews are provided for guidance only. Due to the unique nature of one-off creations, minor variations in tone, colour, and texture may occur. These differences are part of the bespoke design process and are not considered faults.

3. Customer Responsibility

It is the customer’s responsibility to ensure that all chosen designs, colours, and finishes are suitable for their intended space and environment.

Once an order has been approved and produced, no refunds or replacements will be offered for perceived variations caused by lighting, room positioning, or personal interpretation.

4. Bespoke Goods

All bespoke and one-of-a-kind designs are custom-made and will naturally vary from any reference imagery or samples. Variations in tone and finish, influenced by light and shadow, do not constitute a defect and are part of the individuality of bespoke design.

5. Approval and Acceptance

Customers will be asked to review and approve visual references or design proofs before production. By approving a design, the customer confirms understanding that the final product may differ slightly from previews and agrees to these terms.

Please ensure you are 100% satisfied with your chosen colour before placing your order. Refunds are not available for this product category, as all orders are custom-made and made to measure.

Delivery charges and timeframes vary depending on the product type:

• Electric Fires: £29 delivery. Estimated delivery: 1–3 working days
  
• Marble Suites: £29 delivery within 70 miles with a £1 per mile surcharge beyond 70 miles
  - Estimated delivery: within 4 weeks (Lead times may vary and will be confirmed at checkout)
• Media Wall Packages & TV Feature Boards: £29 delivery within 70 miles with a £1 per mile surcharge beyond 70 miles.
  - Estimated delivery: up to 4 weeks (Lead times may vary and will be confirmed at checkout)
• FluteSlat™ Wall Panels: £29 delivery with a £1 per mile surcharge beyond 70 miles.
  - Within 70 miles: up to 7 days
  - Outside 70 miles: up to 4 weeks

Delivery times for made-to-order or large items may vary depending on demand and scheduling. Any changes or confirmed lead times will be clearly shown at checkout before you place your order.

Delivery charges and timeframes will be calculated based on your location and the product ordered.

All large or fragile items (including marble suites, media wall packages, TV feature boards, and wall panels) are delivered by our specialist in-house delivery teams wherever possible.

This allows us to carefully handle and transport your order, ensuring it arrives in excellent condition and reducing the risk of damage in transit.

For certain products or delivery locations, we may use trusted and reputable delivery partners to fulfil your order to the same high standard.

Some items such as electric fires and spare parts may be delivered via courier or pallet service due to their size and packaging.

In-store same day collection is available on all orders.

Simply select Pick Up at checkout and choose your preferred collection time slot.

You can collect your order yourself or arrange for your own courier to collect from our store.

For FluteSlat™ : Please note that the weight of 1 pack of FluteSlat™ is 15kg and refer to the product for the dimension.

Collections are available Monday to Friday only:

Collection time - 8:00am - 3:30pm

Collection point -
The Costello Group Ltd,
Rear of Unit 5, Admin Road,
Liverpool, L33 7TA

Payment Eligibility
Payments to external partners (including but not limited to brand ambassadors, celebrities, and affiliates) for orders placed following promotional activities shall only be due once the following conditions are met:

• The order has been paid for in full by the customer.
• The order has been successfully delivered to the customer.
• No return, refund, or exchange has been requested by the customer within the applicable return period. Returns, Refunds, and Deductions

In the event that a customer requests and is granted a return, refund, or exchange after a payment has already been issued to the external partner, the corresponding amount previously paid will be deducted from the next payment due to that partner.

If no further payments are due, the partner shall reimburse the organisation for any amounts already paid out in connection with the returned/refunded order.

Payment Schedule
Payments will be processed on a [monthly/quarterly] basis (or as otherwise agreed in writing) in accordance with the above conditions.

Right of Offset
The organisation reserves the right to offset any amounts owed by the partner (including overpayments or amounts subject to refund) against future commissions or payments.

Finality of Records
The organisation’s order, delivery, and refund records shall be considered conclusive in determining payment eligibility.