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Terms and Conditions 

Orders are accepted and promises for delivery given conditionally upon our being able to secure the necessary labour and material, and without responsibility for delays arising through risks and uncertainties of manufacture, strikes, accidents or other causes beyond our control. 
 
Any materials returned and accepted by us as defective, may be replaced but in no case are we liable to replace goods manipulated or altered from the state in which they are supplied, nor for any workmanship expended thereon, or consequential damage of any sort. 
Natural flaws and colour changes in materials supplied will not be accepted by the company as defects, justifying rejection by the customer. 
T and J Cole does not accept any responsibility for any loss or damage arising out of any latent defect in the customer’s existing flue or chimney. 
T and J Cole is not responsible nor does it form part of their contract unless specified in writing, for plastering, refitting of skirting boards, decorative work, lifting and refitting of floor coverings and removing connections to and from the electricity and gas supplies. 
Stone, marble, granite and slate are naturally formed materials and cannot be guaranteed for uniformity in appearance. These natural materials are sold subject to their usual defects and imperfections which range from veining and slight colour variations, to open brecciations, vents, lists and other geological formations caused by climatic conditions over the period in time. Marble and slate is sold subject to natural markings and may be filled, cramped, joined and polished as necessary. 
Customers are advised that all gas appliances be installed by a qualified GAS SAFE engineer and solid fuel installations by a qualified HETAS engineer. 
 
Terms of Payment 
Unless otherwise specified, our terms are for an advance deposit of 50% if requested by T and J Cole at the time an order is placed by the customer. The balance will be paid in full on collection or delivery of the goods in cash, by building society cheque or by credit/debit card.  
 
Cancellation 
 
The customer has a right to cancel an order without prejudice, any costs incurred will be deducted from the deposit. 
 
Ownership of Goods 
At the time of delivery the risk in the goods will pass to the customer. 
 
Until all sums due to T and J Cole for goods supplied and installed have been paid in full, the property of the goods delivered or installed shall not pass to the customer. 
 
If the customer has possession of goods supplied that have not been paid in full the property therein remains with T and J Cole, the goods are at the risk of the customer. The customer shall be responsible for storing such goods safe and secure at no cost to T and J Cole and will be responsible for any loss or damage to the goods while in his possession. 
 
 
COMPLAINTS PROCEDURE 
 
1. INTRODUCTION 
 
T and J Cole will always try our best to ensure that we provide a seamless experience for our existing and prospective customers. Sometimes we get it wrong and may give you cause to complain: if that is the case, please follow this procedure to let us know. 
 
2. MAKING A COMPLAINT 
 
We will handle complaints quickly, efficiently and in a fair and caring way. We take all complaints seriously and will use the lessons learned from our investigations to help us improve the service we provide. 
 
3. HOW YOU CAN MAKE A COMPLAINT 
 
In the first instance, please contact T and J Cole and all of our customer service representatives are able to deal with complaints. If necessary, they will escalate your complaint to the management team. You can contact T and J Cole via email, telephone or post using these contact details. 
 
Post - T and J Cole Ltd, Cole House, Lower Quay Road, Fareham, PO16 0RG 
 
Telephone - 01329 823120 
 
Email - tandjcoleltd@gmail.com 
 
4. HOW WE HANDLE COMPLAINTS 
 
When we receive a complaint, we will endeavour to resolve it within five working days; if that is not possible, we will contact you to acknowledge receipt of the complaint and to give you a timescale for resolution. 
 
5. FURTHER STEPS 
 
T and J Cole will always try to resolve an issue. Normally by booking a home appointment and talk through the matter and come to a agreement to rectify the problem. If T and J Cole do not resolve the issue satisfactory please see listed below organisations that can help with the complaint. 
 
Hampshire County Council 
Trading Standards 
Montgomery House 
Monarch Way 
Winchester 
Hampshire 
SO22 5PW 
 
 
t: 01962 833620 
f: 01962 833698/9 
e: tsadvice@hants.gov.uk 
w: Hampshire County Council Trading Standards website 
 
Notes: Citizens Advice consumer helpline on 03454 04 05 06. 
 
 
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