internet sales policy

During the twenty years of trading ACR Heat Products Ltd has established over 250 dealerships throughout the UK. We firmly believe and trust in our dealership network and over the years we have forged strong and positive relationships with our dealers and in turn their customers.

ACR only distributes the brands and products we manage through our network of recommended dealerships. We strongly discourage customers from purchasing stoves from the internet either via a specific site such as a stoves website or via an auction site such as Ebay.

We discourage this method of purchasing stoves for four reasons which are outlined below.

In addition to this is our policy on our stove warranties for the Franco Belge, Nordpeis, Wanders, Vermont Castings, ACR and LaCunza products. Our policy is as follows:-

All our stoves are covered by a 1 year castings warranty. 

We are pleased to advise that when purchased through a recognised stockist as listed on our website, the warranty on the castings is extended to a maximum 5 year period depending of the brand. 

If the appliance is purchased from a supplier not listed on our website, the product is only covered by the standard 1 year warranty. 

The warranty covers the stove body castings only and does not include consumable items such as grates, firebricks, vermiculite panels, baffles, log guards, door rope and glass. 

Any warranty claims should be addressed to your original supplier and accompanied with the date of purchase and serial number of the appliance.

Please note that the manufacturers warranty is only provided on stoves sold from the UK importer to our dealers - it does not cover “grey” imports i.e stoves brought into the UK from a source other than the UK importer. 

1.) A stove is a technical piece of equipment which requires expert knowledge and advice in terms of which stove is best for your home, the room it will be installed into and in terms of the installation of the product. The installation needs to be carried out by a recommended fitter via your local dealership. Ideally that fitter should be fully HETAS (Official body for solid fuel heating appliances) or gas SAFE trained and accredited. If not the stove installation will need to be checked by a local building Inspecter to ensure that the stove complies with the building regulations. If you purchase a stove online you may encounter problems with finding or being recommended a registered HETAS or HEAT SAFE installer. This may mean you have to choose a non registered installer which may mean your stove does not comply to the building regulations.

2.) Once your stove has been purchased and installed you will need to have your appliance serviced every twelve months by a HETAS or HEAT SAFE registered service engineer. This is to ensure your appliance operates correctly and efficiently and in the case of gas appliances it ensures the appliance is safe to use. When you purchase your stove through one of our recommended dealerships they will be able to arrange for a certified maintenance engineer to service your appliance every twelve months. If you order the stove through an online retailer there may not have a recommended service engineer and they could be less willing to arrange this for you meaning that you will need to search for a suitable service engineer in your area.

3.) When your purchase a stove you do so with a view to that appliance providing heat for your home for many years. Due to wear and tear you may need to buy spare parts for your appliance to ensure it remains in good working order and works to its maximum efficiency. If you order your stove from one of our recommended dealerships they will be able to help with advice on spare parts and they will be able to order them for you and arrange the delivery and fitting. If however you purchase a stove from an online retailer you may find a lack of advice due to insufficient knowledge and ordering and installation of the spare parts could be problematic due to the online retailer being located some distance from yourself.

4.) Last but not least is the fact that our dealerships tend to be small local businesses which form part of a thriving community. These businesses can only grow when local people use their services rather than opting for a product via an online retailer which are often located some distance from the customer. By purchasing your stove from a local approved dealer you will be supporting the business and in turn the community.