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Important information about your stove installation

Below is a summary of our terms of business. When you accept our quote, it is deemed that you understand and agree to these terms.  Full terms and conditions can be found here

Please take the time to read the information below to ensure you understand what is involved in your stove installation, what you can expect from us, and what you need to do. Please get in touch if you have any questions. 

What is included in our standard service:

  • Friendly and experienced advice on all aspects of your installation. Our showroom team will be happy to assist with any questions. Call us or drop by the showroom and we’ll be happy to help you. 

  • Site survey. This is to assess site access, and take measurements for stoves, hearths, flues and surrounds.

  • Sourcing of all stove, flue and fireplace components. We liaise with suppliers to secure your stove, flue and other components, coordinate with stove fitters and ensure everything arrives on time for your installation. We carry a large stock of our most popular stoves which are often available for installation at short notice.

  • Stove installation. We organise and oversee the installation of your fireplace. The time it takes to install your stove will vary depending on the complexity of the installation. Stove fitting is a two-man job due to the nature of the work involved i.e. weight and size of stove and components, flue installation, roof work and ladder safety. 

  • One-year warranty covering the installation work, plus extended warranties on some stoves. 

  • After sales care. Following installation, we will commission your stove and provide instruction on how to use it. In the unusual event that an installation problem is advised we will investigate and attend site to remedy if appropriate.  

What is not included in our service:

  • Multiple site surveys. We include one site survey as part of our standard service; if you request multiple visits these will be charged at a rate of £110+vat/hour plus travel time.  

  • Gas pipes. It is the customer’s responsibility to ensure all live gas is capped off in advance of your stove being installed. We recommend you contact a local Gas Safe registered engineer to cap off any live gas pipes. This will usually be done outside of the fireplace chamber. Consult the Gas Safe engineer for the correct protocol. 

  • Electrical works. If any electrical/service cables are in close proximity to your fireplace, including mains cables,  satellite TV/broadband, underfloor heating, alarm or speaker cables, you must arrange for these to be dealt with before installation. Please inform the installation team prior to commencement of works if any of these cables have not been removed and are still present and live. If we discover hidden cables as part of our work we may need to wait until these have been dealt with before proceeding. NB an additional fee may then apply for our team to return  to complete the installation. 

  • Plastering, painting/decorating. Plastering, and or painting/decorating will often be necessary around the area your stove has been installed. We do not carry out this work and it is not included within the scope of the work agreed with you. It is the customer’s responsibility to finish and decorate according to their own requirements and preference.   

  • Carpentry works. Repairs to floors are not included. Skirting boards may need to be removed to install your fireplace/hearth. The scope of our work does not include the fitting or re-fitting of skirting boards, wood flooring repairs or any other carpentry requirements following the installation of your fireplace.

  • Parking and congestion charges. If you live in a controlled parking zone please ensure you have a permit available for our installation team’s vehicle. Any parking or congestion zone charges will be applied to your final invoice. 

  • Waste removal. During a stove installation various types of waste are generated, including building waste. We can often clear this for you for an additional fee, or we can recommend a licensed waste removal company to clear it for you, which will be at your expense.

  • Cherry picker, or scaffolding. If we deem it necessary we will let you know costs for specialist access. The final risk assessment for safe access to the chimney stack will be undertaken by the installation team on the day of installation.

  • Planning Consents. It is your responsibility to confirm whether any permissions are required for your stove or flue installation.


  1. Additional Works. Any works not specifically detailed on your quote will be chargeable at a rate of £110+vat/hour. If you notice anything that’s not listed please let us know in advance of your installation so we may brief the installation team and add this to your invoice.

  2. Chimney sweep. Please have your chimney swept in advance of any flue lining. This is important to ascertain the flue is clear for the liner to be installed, also once the liner is installed only it can be swept, and not the original flue. We can recommend a sweep to complete this process for you.

  3. Blocked flue. If a flue liner cannot be installed due to a blockage or constriction in your flue, Firefly will charge an additional fee to unblock this. Note that this may involve making holes in the chimney breast or stack to find and clear the blockage. These holes will be repaired by us, but you may need to redecorate afterwards.

  4. Survey/Installation dates may be subject to change. We always endeavour to keep to the pre-arranged survey/installation dates, however circumstances beyond our control can sometimes mean we need to postpone your survey or installation. This may be due to a problem on a previous installation, stock not arriving in time, bad weather delays, or staff shortages. We will let you know as soon as possible if there will be a delay.

  5. Safe Chimney Access.  In order to access the chimney stack we will generally use ladders, this saves you money on scaffolding, but has associated risks for us. Firefly accepts no liability for damage to the roof fabric during the course of this work. The final risk assessment will be made by our installation team on the day, and they reserve the right to choose the safest route to your chimney stack, and to postpone the installation if weather conditions are not favourable. The safety of our team is paramount.

  6. Room Clearance. We require the room we are working in to be cleared of all breakable and valuable items before our team arrives. Our team cannot be responsible for moving these items. Flooring and furniture left in the room will be covered with dust sheets.  Fireplace work by its nature is dusty. Firefly accepts no liability for damage occurring due to dust/soot damage.

  7. Hearths and mantels. Buildings whether old or new are rarely straight and level. This is particularly true in older buildings where floors and walls have often moved over time. This may affect how we install your fireplace/hearth stone. Generally we will install these level, which can sometimes create unexpected gaps at the floor or wall junction. Sometimes these gaps will be noticeable, and therefore a degree of tolerance must be accepted. On occasion these gaps will require specialist attention from a professional decorator and/or flooring expert.

  8. On site decisions. Many decisions cannot be made in advance. For example, it is not possible to see inside a chimney/fireplace before it is opened up. Some decisions may need to be made on the day of installation, and it’s not always possible for our team to consult with you on every point. We will use our many years of experience to take the best course of action applicable to the particular situation. If there is an aspect of your installation you are particularly concerned about, please discuss this with the lead installer or contact our office.  

  9. Neighbours, Noise, Dust. Installing your fireplace may cause a certain amount of noise, dust, and disturbance to your neighbours. We advise you to inform them in advance of the planned works. We will make sure no noisy works are undertaken outside of normal working hours.