Terms of Service

Terms and Conditions of Sale
Last updated: May 2026

OVERVIEW

This website is operated by Ignis Living, a trading name of SAB Holdings Incorporated Limited, registered in England and Wales, with registered address at Unit G06 Lombard Business Park, 8 Lombard Road, Wimbledon, SW19 3TZ. Throughout the site, the terms "we", "us" and "our" refer to Ignis Living. Ignis Living is not currently VAT registered.

By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions. These Terms of Service apply to all users of the site.

1. ONLINE STORE TERMS

By agreeing to these Terms of Service, you confirm that you are at least 18 years old. You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction in connection with the use of this Service.

2. FULFILMENT AND THIRD PARTY SUPPLIERS

Ignis Living operates as a retailer. Orders placed through our website may be fulfilled directly by our manufacturing and logistics partners ("Suppliers"). By placing an order, you acknowledge and agree that:

  • Your order may be shipped directly from our Supplier's premises rather than from Ignis Living's address
  • Ignis Living acts as the retailer and primary point of contact for all customer service, returns, and warranty matters
  • In the event a specific product is discontinued or becomes unavailable from our Supplier after your order is placed, we will notify you promptly and offer either a suitable alternative or a full refund
  • Delivery timeframes are estimates provided by our Suppliers and, while we will always communicate delays promptly, Ignis Living cannot be held liable for delays caused by Supplier or carrier issues beyond our reasonable control

3. DELIVERY AND SHIPPING

We deliver to mainland UK addresses. Delivery is free on all orders.

  • Standard delivery: 10-14 working days from order confirmation
  • Delivery times are estimates and not guaranteed
  • We will notify you promptly of any significant delays
  • Delivery is to the ground floor or kerbside only unless otherwise arranged in advance
  • Additional delivery charges or extended timeframes may apply for Northern Ireland, Scottish Highlands, Islands, and remote postcodes — please contact us before ordering if your delivery address falls within these areas
  • We are unable to deliver to PO boxes
  • Risk of loss and damage passes to you upon delivery

4. PRODUCTS AND SERVICES

All products sold through our website are CE certified and compliant with applicable UK safety standards at the time of sale. Product specifications, descriptions, and pricing are subject to change without notice. We reserve the right to limit quantities and to refuse any order.

5. INSTALLATION DISCLAIMER

All Ignis Living products must be installed in strict accordance with the installation instructions supplied with the product and, where applicable, in compliance with UK building regulations and fire safety standards. By purchasing from us, you accept that:

  • Ignis Living accepts no liability for damage to property, personal injury, or consequential loss arising from incorrect, unsafe, or non-compliant installation
  • Bio-ethanol fires must be installed using non-combustible materials within the minimum clearance distances specified in the product documentation
  • Adequate ventilation must be provided for bio-ethanol fires as specified in the installation instructions
  • Electric fires must be connected to a suitable power supply in accordance with the instructions provided
  • You are responsible for ensuring that any professional engaged to install the product is suitably qualified and competent
  • Ignis Living strongly recommends that installation is carried out or inspected by a suitably qualified professional

6. PRICING AND PAYMENT

All prices are displayed in British Pounds Sterling (GBP). Ignis Living is not currently VAT registered; prices shown are therefore exclusive of VAT. Prices are subject to change without notice. Payment must be received in full before an order is dispatched. We reserve the right to cancel any order where a pricing error has occurred and will provide a full refund in such circumstances.

7. CONSUMER CANCELLATION AND RETURNS RIGHTS

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods without giving any reason (the "Cooling-Off Period"). To exercise this right, you must notify us in writing (email to info@ignisliving.co.uk) within 14 days of receipt.

Beyond the statutory 14-day right, Ignis Living offers an extended 30-day returns period for unused, uninstalled products returned in their original packaging. After 30 days from delivery, we are unable to accept returns except where the product is faulty or not as described.

To be eligible for a return under either the statutory or extended period:

  • The product must be unused and uninstalled
  • The product must be in its original packaging with all accessories and documentation
  • You must obtain a Return Authorisation Number from us before shipping — do not return goods without prior authorisation

Return shipping costs are the responsibility of the customer except where the product is faulty, damaged in transit, or incorrectly supplied, in which case we will arrange and fund the return collection. We recommend using an insured, trackable service for all returns.

Refunds will be processed within 14 days of us receiving and inspecting the returned goods. Refunds will be issued to the original payment method.

The following are excluded from our returns policy:

  • Products that have been installed, used, or modified in any way
  • Products returned without prior authorisation
  • Products returned damaged due to improper repackaging
  • Custom or bespoke orders

8. FAULTY GOODS AND STATUTORY RIGHTS

Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. If you believe your product is faulty, please contact us at info@ignisliving.co.uk within 30 days of delivery for a full refund, or within 6 months for a repair or replacement. After 6 months, the burden of proof shifts to the customer to demonstrate the fault existed at the time of delivery. These statutory rights are in addition to, and not affected by, our commercial warranty.

9. WARRANTY

All Ignis Living products are covered by the following warranty from the date of delivery:

  • Labour warranty — 12 months: We will repair or replace any product found to be defective in materials or workmanship within 12 months of the delivery date, including the cost of labour.
  • Parts warranty — 5 years: Replacement parts for manufacturing defects are covered for 5 years from the delivery date. After the 12-month labour warranty period, the cost of any labour required to fit replacement parts is the responsibility of the customer.

Return to Base — All Warranty Claims

All warranty claims — whether within the 12-month labour warranty period or the 5-year parts warranty period — are handled on a return to base basis. This means:

  • The product must be returned to Ignis Living at Unit G06 Lombard Business Park, 8 Lombard Road, Wimbledon, SW19 3TZ
  • The product must be returned in its original packaging, or packaging of equivalent protection. Ignis Living accepts no liability for damage caused during transit as a result of inadequate packaging
  • You must obtain a Return Authorisation Number from us before shipping — contact info@ignisliving.co.uk with your order number and a description of the fault, including supporting photographs where possible
  • Within the 12-month labour warranty period, Ignis Living will arrange and fund the return collection. Outside of this period, the cost of returning the product to us is the responsibility of the customer
  • Once assessed and confirmed as a warranty defect, repaired or replacement units will be returned to you free of charge
  • Ignis Living will aim to process all warranty returns within 14 working days of receipt

The warranty does not cover:

  • Damage resulting from misuse, negligence, or improper installation
  • Normal wear and tear
  • Damage caused by use of non-approved fuel types
  • Modifications or repairs carried out by unauthorised parties
  • Consumable components
  • Cosmetic damage caused after delivery
  • Damage caused by inadequate packaging during customer-arranged return shipping

10. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law:

  • Ignis Living's total liability to you in connection with any order shall not exceed the total price paid by you for the relevant product
  • Ignis Living shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profits, loss of data, business interruption, or property damage arising from product use or misuse
  • Ignis Living shall not be liable for delays, non-performance, or failures caused by circumstances beyond our reasonable control

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

11. FORCE MAJEURE

Ignis Living shall not be in breach of these Terms, nor liable for any failure or delay in performance of any obligations under these Terms, arising from or attributable to acts, events, omissions, or accidents beyond our reasonable control, including without limitation: supplier or manufacturing disruption, acts of God, flood, drought, earthquake, pandemic, epidemic, terrorist attack, civil commotion, war, fire, explosion, or any action of a government or public authority. In such circumstances, we will notify you as soon as reasonably practicable and will work to fulfil your order as soon as possible, or offer a full refund if fulfilment becomes impossible.

12. SAFETY AND COMPLIANCE

All customers must read and follow all safety instructions supplied with the product. In particular:

  • Bio-ethanol fires must only be used with approved bio-ethanol fuel as specified in the product documentation
  • Adequate ventilation must be maintained at all times when a bio-ethanol fire is in use
  • Products must never be modified
  • All local building regulations and fire safety codes must be followed
  • Products must not be left unattended while in use unless specifically designed and rated for unattended operation

13. INTELLECTUAL PROPERTY

All content on this website, including but not limited to text, images, graphics, logos, and product descriptions, is the property of Ignis Living or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use any content from this site without our prior written consent.

14. PRIVACY AND DATA PROTECTION

We comply with the Data Protection Act 2018, UK GDPR, and the Privacy and Electronic Communications Regulations (PECR). Please refer to our separate Privacy Policy for full details of how we collect, use, and protect your personal data.

15. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of England and Wales. Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. We are committed to resolving disputes fairly and promptly — please contact us at info@ignisliving.co.uk in the first instance before initiating any legal proceedings.

16. MODIFICATIONS TO TERMS

We reserve the right to modify these Terms at any time. Changes will be posted on our website and will be effective immediately upon posting. Your continued use of the website following any changes constitutes your acceptance of the updated Terms.

17. CONTACT INFORMATION

Ignis Living (trading name of SAB Holdings Incorporated Limited)
Unit G06 Lombard Business Park
8 Lombard Road
Wimbledon, SW19 3TZ
Email: info@ignisliving.co.uk
Website: www.ignisliving.co.uk