Terms of service

Prices, Products and Services

All prices on this website are in New Zealand dollars and are inclusive of GST unless otherwise stated.

Naked Flame Suspended Fires reserves the right to change prices at any time without prior notice.

Prices may change and, unless specifically stated otherwise, do not include optional accessories, installation, delivery, or other third-party services.

Products, Availability and Installation

We aim to ensure that all information shown on this website is accurate; however, errors or omissions may occasionally occur.

Product availability, specifications, dimensions, finishes, technical requirements and other product details may change without notice.

Suspended fireplaces and related products must be installed in accordance with the manufacturer’s instructions, applicable New Zealand regulations and standards, and by appropriately qualified or licensed tradespeople where required.

The qualifications or licensing required may vary depending on the fuel type, installation method and location.

Naked Flame Suspended Fires does not provide installation services.

It is the customer’s responsibility to ensure that the appropriate qualified tradespeople are engaged for the installation of their fireplace.

Product Images and Finishes

We make every effort to reproduce product colours, finishes and materials as accurately as possible.

However, slight variations may occur due to natural materials, manufacturing processes, photography, lighting conditions, screen settings and individual device displays.

Product images are intended as a guide only. Accessories, surrounding furniture, architectural features or other items shown in lifestyle images may not be included with the product unless specifically stated.

Product Suitability and Installation Requirements

Before purchasing a fireplace, customers should ensure that the selected product is suitable for the intended installation location, fuel type and building requirements.

Installation requirements can vary depending on the fireplace model and fuel type, including wood, gas, bioethanol or electric models.

Customers should review the relevant product specifications, installation manuals and clearance requirements before confirming an installation.

Where required, customers should consult an appropriately qualified builder, installer, gasfitter, electrician, chimney specialist or other relevant professional.

Refund Policy

We do not have to provide a refund if you have simply changed your mind about a purchase, so please choose carefully.

If goods are faulty, we will meet our obligations under the New Zealand Consumer Guarantees Act and provide an appropriate remedy where applicable.

Nothing in these Terms of Service is intended to limit any rights you may have under the Consumer Guarantees Act or other applicable New Zealand consumer law.

Faulty or Damaged Goods

If a product arrives damaged or faulty, please contact Naked Flame Suspended Fires as soon as possible and preferably within 14 days of delivery.

Please provide details of the issue along with photographs or other supporting information where appropriate.

We will assess the issue and, where required under applicable law, arrange an appropriate repair, replacement, refund or other remedy.

Goods may need to be returned or inspected before a remedy can be provided.

Damage caused after delivery through incorrect handling, storage, installation, misuse, modification or failure to follow the manufacturer’s instructions may not be considered a manufacturing fault.

Returns

Where a return has been approved, goods must be returned to Naked Flame Suspended Fires in their original condition and packaging unless otherwise agreed.

Approved returns should generally be received within 30 days of delivery unless a different arrangement has been agreed.

Any approved refund or store credit will exclude delivery, handling, installation and other third-party costs unless those costs are required to be refunded under applicable law.

Returned products remain the customer’s responsibility until they are received by Naked Flame Suspended Fires.

We recommend using a tracked and appropriately insured freight or courier service for returned goods.

Naked Flame Suspended Fires is not responsible for returned goods that are lost, misdirected or damaged while in transit to us.

Delivery

Delivery timeframes provided by Naked Flame Suspended Fires are estimates only.

While we will make reasonable efforts to meet estimated delivery dates, delays may occur due to freight providers, suppliers, customs, manufacturing schedules, weather, access restrictions or other circumstances outside our reasonable control.

Customers are responsible for ensuring suitable access is available for delivery and for checking the condition of goods upon arrival.

Any visible freight damage should be noted with the carrier and reported to Naked Flame Suspended Fires as soon as possible.

Installation and Third-Party Contractors

Any installer, builder, electrician, gasfitter or other contractor engaged by the customer is an independent third party and is not an employee or agent of Naked Flame Suspended Fires.

Naked Flame Suspended Fires is not responsible for the workmanship, advice, charges, scheduling or actions of independent third-party contractors.

Any issues relating to installation workmanship should be addressed directly with the contractor who completed the work.

This does not affect any responsibility Naked Flame Suspended Fires may have for the products we supply under applicable law.

Website Information

Information provided on this website, including product specifications, dimensions, technical information and installation guidance, is provided in good faith.

Customers and their installers should always refer to the most recent manufacturer documentation before installation.

Where information on this website differs from the manufacturer’s current installation manual or technical documentation, the manufacturer’s current documentation should be followed.