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FAQs

FAQs. Frequently Asked Questions.

Who should I get to install my gas or solid fuel appliance?

Consult the fitting information guide which comes with the fire or stove, as it would depend on the type of fuel, etc. HETAS for Solid Fuel and GAS Safe for Natural Gas and LPG.

Are your installers qualified to fit fires or stoves?

Yes. Here, at Stonehouse Fireplaces, we employ both HETAS and Gas Safe registered installers.

Do you offer any warranty on your installations of fires or stoves?

Yes. We offer a 5 year guarantee on all our work to give our customers peace of mind.

Why would a flexible flue liner need to be fitted into my chimney?

This depends on the age of your house and the condition of your chimney.

Houses built before 1966 with wood or coal chimneys were usually built with a 9″ by 9″ square flues, which enabled a good evacuation of smoke and gases. These chimneys are normally suitable for installing Class 1 or Class 2  fires and stoves without having to install a flue liner, although these days, manufacturers often insist on a flue liner installing in their instructions.

If you believe that your chimney may have deteriorated and needs attention, you should install a flue liner. The condition of your flue will, in most cases, be determined by the Gas Safe or HETAS engineer when they perform a smoke test.  Because of both safety and efficiency factors, we will not complete a solid fuel installation without installing a flue liner.

Never take for granted that your flue / chimney is in working order simply because it is there, as, due to the nature of a chimney, most problems and blockages are hidden from view.

Having a flue liner installed means fires and stoves, in general, perform much better. If you are unsure please contact us.

Can I install a gas fire/stove if I do not have a chimney or a flue?

Yes. You can still install a fire or stove, there is a wide range to choose from.

A Balanced Flue Gas Fire or Stove can be fitted to an outside wall. The flue exits through the outside wall using a concentric flue and the stove is sealed from the room in its own casing with a window to display the flame effect. These stoves are also known as “room sealed fires”.

Flueless Fires and Stoves do not have any type of flue installed, instead they have a built in catalytic converter which removes any toxic gasses and only produces water vapour and carbon dioxide instead of the harmful carbon monoxide.

Each flueless appliance has a minimum ventilation requirement determined by the size of the room where it will be fitted; these sizes are usually between 23 and 40 cubic metres.

Modern electric fires and stoves are become increasingly popular as they tend to have very convincing flame effects and are very easy to install, as easy as just plugging it in.

Can I install a solid fuel stove if I do not have a chimney or a flue?

Yes. You can still install a solid fuel stove using a steel twinwall flue system that can go up and out of an external wall or through the property, terminating through the roof.

I have just had my wood burner installed, can I use it straight away?

No. You need to allow the plaster around the stove to dry thoroughly or else it will crack with the heat. Also, when you first light the stove, it should be  a few small fires, one log, in order for the paint on the stove to cure properly. There will be smoke and a noxious smell come from the stove but this is normal. The oil on the flue liner will also smell as it burns off during the first lighting.

I notice a horrible smell on my new gas fire/stove, is this normal?

Yes it is.  The ceramics and gas engine emit a ‘new’ smell on all appliances. This usually only last for a short period before being burnt off.

I would like to install a real flame fire/stove but I do not have a mains Natural Gas supply to my house, what are my options?

Liquefied Petroleum Gas (LPG) is a natural hydrocarbon fuel made up of propane and butane which becomes liquid when under pressure. This means it can be easily and conveniently stored as a liquid and is usually supplied to homes in gas bottles or fed into a storage tank.

The majority of appliances will need to be converted to enable them to work on LPG fuel. Some stoves and fires have a converter kit but still require the injector changing and the pilot assembly to be changed. The manual which comes with the fire must also be updated to incorporate the new fuel type. These changes and updates must only be undertaken by a qualified Gas Safe Registered Gas Fitter who will test the product to ensure it is safe to operate. Your LPG fire or stove may be made to order as they are generally not ‘off the shelf’ products.

Will my gas fire/stove require an air vent installing?

This will depend on the gas input of the appliance or the output of a solid fuel appliance.

If the appliance does not have a sufficient supply of air, it will produce combustible toxic gasses and also reduce the efficiency of the appliance and make the flue ineffective.

If the room is of adequate size then you may not need to have an air vent installed into the outside wall. This will depend on the type of appliance and how much fuel it uses. If an appliance uses only a small amount of fuel then it may be able to draw enough air from the surrounding room to be able to work efficiently, this is due to the room itself being ventilated by the small gaps around doors and windows which can be sufficient for some appliances.

Building Regulations state that gas appliances with less than 7Kw of input do not require extra ventilation or air bricks. As most modern houses are highly efficient and insulated and are sealed to prevent drafts, expert advice should always be taken and the installation of an air brick should be considered.

Air bricks or other ventilation must be installed for gas appliances which are over 7Kw of input, this extra ventilation can be calculated at 5cm squared per kilowatt over 7Kw of input. A fire with an input rating of 18Kw would require just one standard air brick.

For solid fuel appliances, Stoves need a supply of air for combustion, and to evacuate the flue gases otherwise they will not work. Without an air supply the stove will not light and smoke is likely to pour out into the house. The smoke will not be able to be drawn up the chimney as this requires air movement up through the chimney which is not possible if there is no source of air. If your stove smokes or does not burn very keenly, but this improves when you open a window, then this is a sign that you need to install some ventilation. Sometimes sufficient air can come through the building itself and no dedicated ventilation is necessary. If the appliance has a nominal output rating of over 5kW, then it requires ventilation.

What if my new appliance develops a fault?

All manufacturers of gas, electric and solid fuel appliances offer a 12 month warranty or longer, so, in the unfortunate circumstance where you may have a fault within the first year, an engineer will replace or fix your fire without charge. This will only apply if your appliance was installed by a Gas Safe/HETAS registered installer according to the manufacturers guides and instructions. Any subsequent faults above the first year would need to be covered by the extended warranties available. You should read the small print as often an annual service is required and certain parts may need changing. You can click on this link to complete our notification form.  Report A Fault

Are your products new?

Our  appliances are all new and provided to our customers as they were supplied to Stonehouse Fireplaces from the manufacturer. None of our products are used or seconds unless offered as an ex-display item.

I have seen a fire/stove I like that doesn’t appear on your website. Can you obtain it for me?

Probably. Quite simply, there are very few products that we are unable to obtain and often at competitive prices too!

I cannot find the fire/stove that I am looking for.

We have a fabulous range of traditional and contemporary fires and stoves from some of the worlds’ leading manufacturers but if you cannot find a fire or stove that you have seen somewhere else, give us a call and we should be able to locate the product and possibly even beat the price. Be advised though, that we only supply locally.

The fires/stoves on your website do not display prices, why is this?

In many cases this is a manufacturers’ decision but prices are always changing and the site would need updating constantly so we encourage you to speak to us.

I have seen a cheap fire or stove for under £200; can you supply me with one of these?

We could, but………………………………………………………. Stonehouse Fireplaces has been selling fires and stoves for years and we are often contacted by companies offering ´bargain budget´ appliances. These appliances are generally made in China using cheap materials. Whilst we do our best to offer you the lowest possible prices, we will not compromise on quality and safety by selling products we feel are inferior.

The purchase of a fire, stove or fireplace is an extremely important decision and not one to be taken lightly. We want you to enjoy yours for years to come. As we have a great reputation, we will not install inferior products that we feel will not last.

How quickly would I receive my purchase for supply only?

Usually very quickly but we only supply locally.

Stock items usually get delivered within 10-14 working days, but you would be notified of this. Some manufacturers’ have a six week delivery time as they only build to order, but again, you would be notified of any delays.

Delivery times can vary if items are out of stock from both our warehouse and the supplier. In this unlikely event we will contact you and advise you of the delay.

For certain special order items, then please allow up to 8 weeks.

* Please note we recommend you not to organise any installation of your goods based on any provisional delivery dates given to you, as goods can, on very rare occasions, be short delivered, arrive damaged or get lost in transit by the couriers. We advise you to wait until the correct goods have been delivered to you and checked.

I am nervous about giving my credit/debit card details over the phone.

If so,  please call into one of our showrooms during office hours and any one of our advisers will be more than happy to assist you with both your payment transaction and product advice.

Do you accept alternative methods of payment?

Yes. If you prefer, you can pay for your purchase via card or cash in the showroom or you can BACS a payment by Bank Transfer. 

Do you offer any finance?

Yes. We offer Buy Now Pay Later – With this option you can defer the payment for all goods (excluding installation costs) by 12 months. As long as the amount borrowed is repaid within the 12 months, no interest is charged, although an Administration fee of £29 does apply. Should the amount financed not be repaid within the 12 months, then the contract with Hitachi will automatically convert to a 5 year loan agreement at 16.9% APR: