Terms of service

Who we are

Electric FireSpace™ is an online store operated by 496302 B.C. Ltd., a British Columbia company registered for GST and PST, with its warehouse at 1380 Pemberton Ave, North Vancouver, BC. "We", "us" and "the store" mean that company trading as Electric FireSpace™.

By placing an order you agree to these terms and to our Refund, Pickup and Privacy policies.

Orders and pricing

Prices are in Canadian dollars. GST and PST are added at checkout, and payment is taken in full when you order.

Prices may change without notice, and mistakes can happen. If we find an error in the price or description of something you have ordered, we will contact you before going ahead; you can accept the corrected details or cancel for a full refund.

An order is accepted when we email your order confirmation. We may decline an order if the product is no longer available from the manufacturer, if payment cannot be verified, or if the order appears to be for resale.

Every unit is a special order

We do not hold stock. When you order, we order your unit from the manufacturer (Valor, Regency or Dimplex), have it shipped to our warehouse, open and inspect it, and then email you that it is ready, usually within 5–7 business days. Because each unit is ordered for you, our cancellation and return rules are stricter than a shop with goods on the shelf.

Pickup only

We do not deliver or ship. Every order is collected from 1380 Pemberton Ave, North Vancouver, by appointment, Tuesday to Friday, between 9:00 am and 3:00 pm. The Pickup Policy says how to book and what to bring. Once your order leaves the warehouse it is in your care, including during transport.

Cancellation

Before we place the order with the manufacturer: full refund. We place orders on payment, so in practice this means the same business day. Email us as soon as you can.
After the order is placed with the manufacturer: we refund what you paid minus a restocking fee of 25% of the unit price, which covers what the manufacturer charges us to take the unit back.

Holding an order

When your order is ready we email you. Please collect within 30 days of that email. After 30 days an uncollected order is treated as cancelled and refunded minus the same restocking fee. If you need longer, tell us before the 30 days are up.

Returns

There are no returns after pickup. We inspect every unit before we say it is ready, and you can inspect it again at the warehouse before you take it. After pickup we handle manufacturer defects only, under the manufacturer's warranty.

Installation is your responsibility

We sell the product; we do not install it, service it, or refer installers.

Units that run on 240V, and any unit that is hard-wired rather than plugged in, must be connected by a licensed electrician.
You are responsible for all electrical work, permits, inspections, framing and clearances, and for following the manufacturer's installation manual.
Installing a product in a way the manual does not allow may void its warranty and is at your own risk.

Warranty

Every product carries the manufacturer's warranty, from Valor, Regency or Dimplex on their own terms. We add no warranty of our own. If you believe a unit has a manufacturer defect, email us your order number and photos, and we will put the claim to the manufacturer and pass on what they decide. The manufacturers accept warranty claims only through the store that sold the unit, so every claim comes through us rather than going to the manufacturer directly.

Valor and Regency: warranty claims are for parts only. We supply the approved replacement part; you or your qualified installer fit it.
Dimplex: repairs are handled as Dimplex's own warranty sets out.
Your warranty still applies when you install the unit yourself, provided you follow the manufacturer's installation manual exactly and a licensed electrician makes any 240V or hard-wired connection. The manufacturers apply these conditions strictly.
We do not pay labour, travel, removal or reinstallation costs on any warranty claim.
Register your unit with the manufacturer within 90 days of purchase. Valor makes registration a condition of its warranty.

Limitation of liability

To the extent the law allows, our responsibility for any order is limited to the amount you paid for it. We are not responsible for installation costs, electrical work, damage during your transport, loss of use, or any indirect or consequential loss. Nothing here removes rights under the laws of British Columbia and Canada that cannot be excluded.

Governing law

These terms are governed by the laws of British Columbia and the federal laws of Canada that apply there. Any dispute will be heard in the courts of British Columbia.