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Delivery Guide

📦 Delivery Information & Receiving Your Order – The Modern Group Ltd

Thank you for your recent purchase from The Modern Group Ltd. This guide outlines everything you need to know about receiving your delivery, including important steps for inspecting your items and what to do if there are any issues.

🚚 Delivery Overview

Once your order has been dispatched, you will receive a notification. Please note the following specifics depending on your order type:

🔹 Flue Pipe Orders

  • May be sent directly from our supplier.

  • Delivery can take up to 5 working days.

🔹 Orders Over 70kg (Pallet Delivery via TPN)

  • Dispatched on a 24-hour pallet delivery service (Monday to Friday only).

  • If dispatched on Friday, delivery is due the following Monday.

  • Economy areas (e.g., Northern Ireland, Scottish Highlands, UK Islands) may take 1–5 working days.

If you're in an economy delivery area and would like an ETA, please contact us after 9:30am on your delivery day.

📦 Pallet Delivery Guide

Important delivery conditions:

  • Pallet deliveries are kerbside only via tail lift.

  • Drivers are not insured to enter your premises.

  • Delivery requires a hard, flat surface.

  • No deliveries on steep hills, gravel drives, or areas with obstacles.

⚠️ Important: Notify us in advance if there are any access restrictions at your property.
Additional charges may apply if smaller vehicle hire is required, or you may need to collect from the depot or meet the lorry nearby.

🔍 Inspecting Your Delivery

✅ Upon Delivery:

  • Visually inspect the outer packaging before signing.

  • The courier must wait while you inspect the delivery.

  • Sign with “UN-CHECKED” next to your name if you haven't thoroughly checked the item.

You are not obligated to sign confirming the goods are in good condition.

Do NOT write that goods are “received in good condition” unless you are certain. This may invalidate any damage claim.

🚨 Reporting Damage

  • All damages must be reported within 24 hours of delivery.

  • If unable to inspect within that time, notify us via email within 24 hours for a 1-day extension.

  • Photographic evidence must be provided.

  • Items must remain unmoved from where the courier left the pallet.

  • Do not remove the item from the pallet before inspection.

📧 Report issues to: moderngroupuk@gmail.com

We cannot accept claims if:

  • The item is moved before inspection.

  • Damage is reported after the allowed timeframe.

❌ Refusing Delivery

Damage is rare, but if you suspect significant damage, you are within your rights to refuse the delivery. Please inform us immediately.

🥶 Storage Notice

Do not store your stove in a cold environment while still in packaging for more than 7 days, as condensation may damage the paint finish.

🔄 Returns & Cancellation Policy

  • Under the Consumer Contracts Regulations, you may cancel your order within 14 working days of delivery.

  • Made-to-order items (e.g., glass) cannot be cancelled or returned.

🔗 Refunds & Replacements Policy
🔗 Warranty Terms & Conditions

Warranty Excludes:

  • Glass

  • Fire Grate

  • Firebox lining (vermiculite)

  • Cost of removal/re-installation

  • Time/earnings lost