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Flue Direct is a trusted sage-pay online retailer

Terms and Conditions

About Us

This web site is owned and operated by Flue Direct Limited. 

Phone: 01780 300123

Email: [email protected]

VAT Registration Number: 770 8028 27
Company number: 4201987

Making A Purchase

Our aim is to make the process of buying from us as simple as possible. Just browse our online store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and check your order carefully and then you can complete your order and will be asked for a few details that we will require.

We accept card payments including Visa, Visa Debit, MasterCard, Mastercard Debit, UK Maestro, International Maestro, Solo, Electron, and Visa Delta. 

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will then indicate acceptance of your order by a further email to note 'Order Processed' and hence a contract between us. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.


Product information is offered in good faith, but should only be regarded as a guide. Neither Flue Direct Ltd or any of their associates or employees can accept any liability for errors or omissions on this web site. We make every effort to provide accurate information, but errors and omissions are possible. Dimensions and other specifications given on this site are mostly as provided by the manufacturer and may be approximate (sometimes manufacturer-supplied information is contradictory). Specifications may change without notice.  

All sizes and measurements are approximate we do however try to ensure that all sizes, measurements and images on the web site are as accurate as possible. All pictures on the web sites are for illustrative purpose only, and may not exactly match the product itself. Colours may vary to those illustrated and can look different on other computer screens. We never knowingly publish misleading or incorrect product descriptions or images.

All prices shown on this website exclude VAT at the prevailing rate. All goods and prices are subject to availability from our suppliers. Goods remain the property of the supplier until paid for in full.


All products are subject to availability and may be withdrawn at any time. If we are unable to fufill your order you will be notified and a refund issued. If the goods are not supplied as specified within a reasonable period of time, we may offer a similar product or will refund you if the transaction is cancelled. Flue Direct will not be liable for any losses, costs, damages, charges, or any expenses caused by any delay in the delivery of the goods.


Delivery prices are clearly displayed for each region on the Delivery section of this site. Free Delivery on Order over £150 nett to UK Mainland (Excl Highlands and other areas as noted in our 'Delivery section').

Any delivery times quoted on our site are for guidance purposes only, and are not a definitive delivery time. You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence. You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

On acceptance of your delivery, if you are unable to check the contents of the package please sign the delivery note DAMAGED or Unchecked. However in the case of flue liners we must insist that you check the delivery before signing. Most deliveries will be made on a next day service, however, in more remote areas this service is a three day delivery. In UK mainland these deliveries are usually in the morning.

Large diameter flue liners will be delivered directly from our suppliers and therefore should take place within seven days of placed order.

We will try to supply all products as advertised, however, there may be occasions where we will substitute a product, as long as the product is of similar quality and is fit for purpose as specified by the manufacturer. If products become available at different times, then these will be held until the order is complete. You may request to send products separately, however, another delivery charge will be incurred.

We will endeavour to deliver goods within the times stated but goods are subject to availability and sometimes delays are outside our control Flue Direct will not be liable for any losses, costs, damages, charges, or any expenses caused by any delay in the delivery of the goods if they are delivered in a reasonable period of time. For this reason please do not arrange scaffolding or installers until you have the goods in your possession.

Couriers will only attempt to deliver product twice, after this you will incur a further delivery charge.

Acceptance & Risk

When the goods are delivered to your door you will be responsible for them. We will only deliver goods to the address on the order and goods will not be left without a signature unless previously arranged with From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your risk. Any transit shortages and damages should be noted on the delivery consignment note at the time of delivery as this may prejudice your claim.

Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. Transactions are made via the secure payment gateway Sagepay. They are not held in clear text on any web site.

All purchases are screened for fraud. Should our fraud screening highlight an increased risk, your order will not be shipped. We will contact you to request an alternative payment method.

Returns Policy

You are entitled to Cancel your order or Return our goods up to 14 days after reciept*. If returned in perfect condition, including the boxes, you will receive a full refund of the cost of the goods.

*However, please note this does not apply to Flexible flue liner as we do not accept returns on flexible liner cut lengths at any time.

For those items returned which are not in perfect condition - this also includes the boxes - a reasonable deduction will be made from the refund to reflect this. Postage and packaging costs, including the costs of returning the items to us, will not be refunded. Please note refunds are applicable to consumers and not to businesses.

Returns Policy - short / incorrect / damaged / faulty goods

If goods arrive damaged or faulty or incorrect items have been sent then we must be notified within five days after the delivery has been made.

Damaged goods should be noted on the delivery docket with the courier and preferably refused rather than accepted from the driver.

Once we are notified of damaged or faulty goods we will endeavour to organise collection of the items from you.

Please note that we may be unable to send any replacements until the original is back in our possession.

Please ensure you fill out our Returns Form which you must request from us for all goods you wish to return to us. All returns should meet our Returns Policy.

We hope you will be satisfied with any product purchased from Flue Direct. Should you wish to return a product for any reason, please read our returns/refunds policy in our Terms section first. Products returned must be in a saleable condition and with boxes supplied, be unused and undamaged.

If you wish to return a product you must request a returns Form with authorisation number and return items within 14 days of receipt of goods. You can call, email or fill out the contact form on the 'Contact us' section on our website We will then send you an email with a Returns Form attached which you must complete and return with your products to the address on our Form.  We do not accept Returns back to our administration offices in Stamford.

If you do not receive an authorisation form from us in writing on email please do not return goods to us.

When returning items, please ensure all items are sent by recorded delivery method, as the items remain the responsibility of the purchaser until they reach the warehouse. Please ensure that you package all items within the original boxes and these boxes are then protected by a second layer of packaging and box as our items are easily dented by couriers and the boxes must be protected in transit. Please take photographs of the items being returned prior to sending these back.

Delivery charges will only be refunded in the event of faulty or incorrect items.  If your item is faulty, we can offer an exchange or refund for your item.

For more details please contact our customer services team on 01780 300123. We are open Monday to Friday 9am - 5pm or email [email protected] 

Reaching Us

If you need to contact us please call 01780 300123 or email [email protected] 

Privacy Policy

Flue Direct Ltd take your privacy rights as a customer very seriously. This policy outlines the data we collect and how we use it. In order to fulfil orders placed with, we collect the following details:- Email address and telephone number enabling us to contact you regarding your order. Name of Customer, credit card and delivery address for security fraud checks.

The URL of this page begins with https:// - this means that the page is hosted on a secure server and all transactions taking place are encrypted, so your card details are protected.

SagePay's online payment system is the most sophisticated available. All financial transactions are processed securely behind protected firewalls, allowing us to safely process your card payment with the bank. Financial details are never left unencrypted on any part of our system, and are never sent by Internet email.


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