Terms and Conditions

Your order is an offer to purchase goods from us. A legally binding contract is formed when we receive payment and email you confirming that we have accepted your order.

If we cannot accept your order, we will notify you and refund any payment made.

• Product prices are shown on our website and include VAT where applicable.
• Delivery options and charges will be shown before you complete your order.
• If an obvious pricing error occurs, we may cancel the order and issue a full refund.

• We may make minor changes to products where required by law or for technical improvements, provided these do not materially affect their quality, appearance or performance.
• Product images are illustrative and colours or finishes may vary slightly.
• Goods are intended for use in the United Kingdom. Please contact us before purchasing if you intend to use them elsewhere.

Our fireplaces are manufactured within applicable engineering and aesthetic tolerances.

Electric fires may contain moving or removable components, including glass panels. Small clearances between these components may be necessary for safe operation, transportation, installation and thermal expansion.

Minor variations in panel alignment, glass gaps and component positioning that fall within the manufacturer’s stated tolerances are normal design characteristics and do not necessarily indicate a fault. Showroom models may display the same characteristics.

Nothing in this section affects your statutory rights. Goods must still be of satisfactory quality, fit for purpose and as described. A variation that falls outside the manufacturer’s tolerances or materially affects the product’s safety, appearance or performance will be assessed as a potential fault.

• If you purchase online or by telephone, you may normally cancel within 14 days after receiving the goods without giving a reason.
• You must clearly notify us by email, telephone or in writing.
• You must return the goods within 14 days after notifying us.
• You are responsible for the direct cost of returning unwanted goods where we informed you of this before purchase.
• We will refund the price and the cost of goods within 14 days after receiving the goods back or receiving evidence that they were returned.
• Refunds will be made using your original payment method.
• We may reduce the refund if the goods have lost value because they were handled more than would reasonably be permitted in a shop.
• Original packaging is recommended but is not an absolute condition of your cancellation right.
  
  Cancellation rights do not apply to goods made to your specifications or clearly personalised. This exception does not apply merely because an item is described as “made to order”.

Your rights concerning faulty, damaged or misdescribed goods are not affected.

We may cancel an order if:

• the goods are unavailable.
• we cannot deliver to your location.
• we cannot authorise payment.
• an obvious pricing or product-description error has occurred.

If we cancel, we will notify you and refund all payments without undue delay. This does not affect any legal rights you may have.

• Goods will be delivered to the address supplied when ordering.
• UK Mainland delivery charges will be shown at checkout. Additional charges for remote locations will be disclosed before we accept your order.
• We will deliver by the agreed deadline or, if no date is agreed, within 30 days unless you agree otherwise.
• Delivery dates shown as estimates are not guaranteed. You should not arrange installation until the goods have arrived and been checked.
• Risk passes to you when you, or someone nominated by you, physically receives the goods.
• Please inspect the goods and report damage as soon as reasonably possible. Accepting or signing for a delivery does not remove your statutory rights.
• A signature may be required.
• If delivery fails because you are unavailable, provided an incorrect address or failed to disclose access restrictions, we may charge the reasonable cost of redelivery.
• Where stated before purchase, pallet deliveries are kerbside only. You may need assistance to move the goods into your property.

We may offer discounts or promotional prices on selected products.

Unless stated otherwise, a discount applies only to the individual product and not when that product forms part of a package, bundle or suite, including media-wall packages and marble suites.

Promotions cannot be combined unless expressly stated. We may amend or withdraw a promotion at any time, but this will not affect orders already accepted. All promotions are subject to any specific terms displayed with the offer.

Please report incorrect, damaged, missing or undelivered goods as soon as reasonably possible within 7 working days.

Installing goods does not automatically mean that you have accepted them or waived your rights. However, you should not install goods if a fault or error is apparent and installation could cause further damage.

Where goods are faulty, damaged, missing or not as described, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. Any refund due will be processed without undue delay and within the period required by law.

We are responsible for foreseeable loss or damage caused by our breach of contract or negligence. We are not responsible for losses that were not reasonably foreseeable.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded. Your statutory rights are unaffected.

You must comply with applicable import and export laws if you arrange for goods to be taken outside the United Kingdom.

Notices

Notices to us should be sent by post to:

The Costello Group Ltd
Unit 5 Admin Road
Knowsley
Merseyside
L33 7TA

Alternatively, you may contact us using the email address at hello@thecostellogroup.co.uk or other contact details displayed on our website.

We may contact you using the details provided with your order. General updates may also be published on our website.

Events Beyond Our Control

We are not responsible for delays caused by events outside our reasonable control, including strikes, system failures, natural disasters or accidents.

If an event significantly delays delivery, we will contact you and take reasonable steps to minimise the delay. Your statutory rights, including any right to cancel because of late delivery, remain unaffected.

Invalidity

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

Privacy

We process your personal information in accordance with our Privacy Policy and applicable UK data protection laws.

Third Party Rights

These terms are between you and us. No other person may enforce them unless expressly stated or provided by law.

The Costello Group Limited, Unit 5, Admin Road, Knowsley Industrial Park, Liverpool, Knowsley, L33 7TA, United Kingdom, is authorised and regulated by the Financial Conduct Authority (FCA) (FCA FRN 980248) and acts as a credit intermediary and not a lender, offering credit products provided exclusively by Klarna Financial Services UK Limited, which is authorised and regulated by the FCA for carrying out regulated consumer credit activities, and for the provision of payment services under the Electronic Money Regulations 2011.

Finance is only available to permanent UK residents aged 18+, subject to status, T&Cs apply.

Where Klarna Financing is selected as a payment method, the finance is provided by Klarna Financial Services UK Limited and is subject to Klarna's applicable terms and conditions and the information presented by Klarna during the application and checkout process. The Costello Group Limited does not provide the credit and acts only as a credit intermediary.

Your statutory rights in relation to goods purchased from The Costello Group Limited are not affected by your use of Klarna Financing.

For Klarna's full terms and conditions, please see:

https://www.klarna.com/uk/terms-and-conditions

• Bespoke Panoramic 3DP purchased after February 2024: 12 month warranty, including free covered replacement parts and a labour contribution of up to £49.
• Bespoke Panoramic X and S ranges: 10 year warranty. Years 1–5 include free covered replacement parts and a labour contribution of up to £49. Years 6–10 are parts only.
• Bespoke HD+ and Panoramic purchased before June 2022: 12 month parts only warranty.
• November 2023 promotional warranty: For qualifying promotional purchases only. Years 1–5 include free covered replacement parts and a labour contribution of up to £49. Years 6–10 are parts only.
• Clearance, sale and ex-display products: 12 month parts only warranty.

Sale, clearance and ex display goods remain covered by statutory consumer rights, except in relation to specific faults or imperfections clearly disclosed before purchase.

Labour Contributions

Where included:

• Approved replacement parts are supplied free of charge.
• The customer arranges the repair.
• We contribute up to £49 towards labour.
• A valid installer’s invoice must be supplied.
• The contribution cannot exceed the actual labour cost or £49.

This commercial limit does not apply where we are legally responsible for repair, removal, installation or other costs under your statutory rights.

Parts Only Warranties

For an approved commercial warranty claim, covered parts will be supplied free of charge. The customer is responsible for labour and installation costs, subject always to their statutory rights.

All Valine Fires electric fireplaces include:

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

During this period:

• Selected replacement parts may be supplied free of charge where a manufacturing defect is confirmed.
• Full technical support is provided for troubleshooting and guidance.
• Where required, and where a fault cannot be resolved using an available. replacement part, a replacement fire may be supplied at our discretion.

Valine Fires are designed in a cassette-style format to allow the fire to be easily removed for servicing, repair or replacement. The fire must therefore be installed as the final element of the installation and must remain removable without causing damage to the surrounding wall, media wall, cabinetry, finishes or other structure.

Customers and installers are responsible for ensuring suitable access is maintained. The fire must not be permanently fixed, sealed, plastered, tiled or otherwise built into the installation in a way that prevents its safe and straightforward removal. Failure to install the fire in accordance with these requirements may result in the warranty being void.

Where access has not been maintained, Valine Fires cannot accept responsibility for any damage, remedial work, labour or associated costs incurred when accessing or removing the fire for inspection, repair or replacement.

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 and FluteSlat™ products must be registered within 28 days of purchase.
• Warranties apply only to the original purchaser and are not transferable.

Failure to register may affect and 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 a cassette 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, an exact 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.

Electric fires contain moving components and will not be completely silent. Typical maximum levels measured at approximately one metre are:

• Up to 50dB with the heat and fan operating.
• Up to 45dB with the flame effect only.

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.
• cleaned without harsh or abrasive products.
• used only for their intended purpose.

Warranty cover may be refused where a failure to follow these requirements caused or materially contributed to the fault.

The warranty does not cover:

• normal wear, consumables or cosmetic deterioration.
• damage caused by misuse, incorrect installation or unsuitable conditions.
• damage caused by unauthorised modification or repair.
• labour, installation or transport costs unless expressly included.
• unforeseeable or indirect losses.
• Warranty registration requirements are not met.
  
  These exclusions do not apply where they would unlawfully restrict your statutory rights.

To make a claim:

• Fill out the form: Report a Fault
• 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.

Installation may be carried out by an independent external installer recommended by us. Where you contract directly with an independent installer, that installer is responsible for their quotation and services.

The Costello Group Ltd  is not responsible for any installation conducted by an external installer.

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.

Faults must be reported using our Report a Fault form. We aim to respond within three working days.

Labour Contributions against repairs

Where included:

• Approved replacement parts are supplied free of charge.
• The customer arranges the repair.
• We contribute up to £49 towards labour.
• A valid installer’s invoice must be supplied.
• The contribution cannot exceed the actual labour cost or £49.
• Your warranty must be registered online within 60 days of installation. Failure to register will void the warranty, making it ineligible for claims.

Clearance/Outlet products may have minor damage or imperfections, which will be clearly described before purchase. You cannot claim for a defect that was specifically disclosed and accepted before purchase, but all other statutory rights remain unaffected.

Clearance/Outlet electric fires include a 1 year parts only warranty.

A delivery charge of £1 per mile applies outside a 70 mile radius of our Knowsley showroom at L33 7TA. The total charge will be disclosed and agreed before your order is accepted.

Clearance/ Outlet products are not eligible for a change of mind return where purchased in store unless our returns policy states otherwise. Please note, outlet clearance items are strictly non refundable. 

Ex display suites may show signs of previous display or handling. Known damage or defects will be identified before purchase.

Customers should inspect the suite where reasonably possible “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

DIY installations must be completed by a competent person in accordance with the manufacturer’s instructions and applicable safety requirements. Professional advice should be obtained where there is any uncertainty.

We are not responsible for damage caused by incorrect handling, storage or installation by the customer or a third party.

The Costello Group Ltd accepts 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, 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.

Custom products may display minor natural variations in colour, tone, texture and finish. Lighting, positioning, surrounding décor and screen settings can also affect their appearance.

Images, samples, mock ups and design previews provide a reasonable representation but may not reproduce every minor natural variation. The finished product must still materially match its agreed description, specification and approved design.

Customers must review and approve colours, finishes, measurements and design proofs before production. Approval confirms acceptance of the agreed specification and the possibility of reasonable natural variations; it does not remove rights where goods are faulty, materially different from the approved design or not made with reasonable care and skill.

Please check your colour selection carefully before approving the order. As these goods are made to your specifications, the statutory change of mind cancellation right does not normally apply once production has begun.

Refunds or other remedies remain available where custom goods are faulty, not as described or do not conform to the agreed specification.

Delivery charges and estimated timeframes are:

• Electric fires: £29 normally 1–3 working days.
• Marble suites: £29 within 70 miles, plus £1 for each additional mile, normally within four weeks.
• Media wall packages and TV feature boards: £29 within 70 miles, plus £1 for each additional mile, normally within four weeks.
• FluteSlat™ panels: £29 within 70 miles, plus £1 for each additional mile. Delivery is normally within seven days inside the 70 mile area and within four weeks outside it.

The total delivery charge and applicable timeframe will be shown or agreed before your order is accepted. Made to order and large item lead times may vary.

We will deliver by the agreed deadline or, if none is agreed, within 30 days unless you agree otherwise. If delivery is delayed, we will contact you. Your statutory rights concerning late delivery remain unaffected.

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.

We may use reputable delivery partners, couriers or pallet services where appropriate.

We remain responsible for the goods until they are received by you or someone nominated by you, except where you appoint your own independent carrier.

Where clearly stated before you order, large or heavy goods may be delivered on a pallet on a kerbside only basis. This means delivery will be made to the nearest safe and accessible point to the delivery address and not necessarily inside your home.

You are responsible for arranging sufficient assistance to move the goods from the delivery point and disposal of the pallet. Please tell us before ordering if there are access restrictions or if you may require a different delivery service.

Delivery is subject to safe access for the relevant vehicle. You must tell us about narrow roads, weight restrictions, low bridges, restricted parking, steps or other relevant access issues.

Collection Information - For orders with collection selected

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

Simply select Pick Up at checkout for collection.

Our logistics team will confirm when your order is ready and arrange a collection time. Please wait for confirmation before travelling.

Your collection location will depend on the products in your order, so please check the relevant product category and address below.

You or your courier may collect from the relevant location below.

Rear of Unit 5 - Admin Road

Products: Electric fires, FluteSlat™ panels, flexible paintable wall panels and trims.

Address:
The Costello Group Ltd
Rear of Unit 5, Admin Road
Liverpool, L33 7TA

Hours:
Monday – Friday, 8:00am – 3:30pm

FluteSlat™ collections: Packs weigh approximately 15kg. Please check the product page for dimensions and arrange suitable transport and loading assistance.

Unit 9 – Ashcroft Road

Products: Marble products, marble fireplaces, TV feature panels and media wall furniture components.

Address:
The Costello Group Ltd
Unit 9, Ashcroft Road
Liverpool, L33 7TW

Hours:
Monday – Friday, 8:00am – 3:30pm

Marble Fireplace / Media wall collections: Please check the product page for dimensions and arrange suitable transport and loading assistance.

Please note that collections are not available on weekends.

Customer arranged collection: Customers are responsible for courier insurance. Once goods leave our premises, we accept no liability for transit damage.  

Commission becomes payable only when:

• The customer has paid in full.
• The order has been delivered.
• The applicable cancellation or return period has expired without a return, refund or exchange.

If commission has already been paid for an order that is later refunded or exchanged, the corresponding amount may be deducted from future payments. If no future payment is due, the partner must repay that amount.

Payments will be made monthly, quarterly or as otherwise agreed in writing. We may offset undisputed overpayments or amounts due from future commission after providing reasonable details.

Our records will be used to calculate commission but may be corrected where an error is identified. External partners may raise reasonable queries concerning those records.