Terms and Conditions
About The Stone Bake Oven Company
The Services are provided to You by The Stone Bake Oven Company. Any reference to “You” or “Your”, means you as user of our Services, any reference to “we”,”us”,”our” is to The Stone Bake Oven Company.
The Stone Bake Oven Company design, manufacture, sell and distribute wood fired ovens, as well as selling and distributing accompanying wood fired oven accessories.
Gozney Ltd. t/a The Stone Bake Oven Company is a company registered in England & Wales with registered office at Unit 18 + 19 Christchurch Business Park, Radar Way, Christchurch, Dorset, BH23 4FL. Company No. 07200046.
Contact The Stone Bake Oven Company:
By Phone: 01425 204 985 (lines are open Monday-Friday, 9am-5pm).
By Email: firstname.lastname@example.org (You should receive a response within 48 hours or less).
By Post: Attention – The Stone Bake Oven Company
Units 18 + 19 Christchurch Business Park, Radar Way, Christchurch, Dorset, BH23 4FL.
You confirm that You are over 18 and the valid holder and owner of any credit or debit card used during Services. We reserve the right to refuse your order at our discretion.
To purchase goods/services through The Stone Bake Oven Company, you must provide your name, address, telephone number and email address. In order to make payments through PayPal Services, you must provide credit card, debit card or bank account information.
Non-Storage of Customer’s Financial Records and/or Account Numbers by The Stone Bake Oven Company
The Stone Bake Oven Company do not keep the transactional/ financial information including credit card, debit card or bank account information of it’s customers, preferring to use our Payment Gateway Partners Sagepay for all payment and fraud prevention procedures.
Your name, address, phone number, and email address is required for your product/service order and delivery and to ensure a safe, smooth, efficient, and customised experience. By purchasing from us you agree that we may use your personal information to:
- Provide the services and customer support you request;
- Resolve disputes, collect payment and troubleshoot problems;
- Customise, measure and improve our services and the content and layout of our website;
- Keep you informed of new products, special offers and other announcements from us;
We will not sell or rent your personally identifiable information or disclose a list of our customers to third parties.
Our Contact method with Stone Bake Customers
We communicate with our customers via email to provide requested services, organise delivery, resolve customer complaints, distribute customer surveys and respond to customer requests. Claims are managed via telephone. Generally users cannot opt out of these communications, but they will be primarily informational in nature.
Delivery turnaround for our residential oven range is currently 2-4 weeks from point of purchase*
*Depending on stock levels.
Once payment is received in full, the Stone Bake Oven Company will contact the customer via email to arrange a delivery date and the goods will be dispatched for the date the customer has specified previously. Standard deliveries are Monday-Friday and will be made between 9am-5:30pm on chosen day of delivery. Unfortunately a time may not be specified, however we do offer AM or PM deliveries subject to postcode. AM deliveries take place from 9am-1pm and PM deliveries take place from 1pm-5pm. AM and PM deliveries are both an additional charge of £10. Call us on 01425 204985 to see if your area offers this service.
A recipient is required to be present at the address to sign and confirm receipt of goods in satisfactory condition – please see ‘Guaranteed against damage in transit. ’
Failure to provide Us with the correct delivery address may result in a re-direction charge of full price.
Saturday oven delivery can be requested and is classed as a ‘Weekend/Special Delivery’, which is subject to an additional charge over and above the standard delivery charge. An additional charge is also added for Saturday Accessory delivery.
We deliver throughout the United Kingdom although delivery to remote areas may incur a surcharge. Areas such as parts of Scotland, the Scottish Highlands, Ireland, Northern Ireland, remote areas of Wales and Lands End Cornwall and others as defined by the courier company may incur an additional delivery surcharge. Contact Us for further information on courier rates to your address.
PLEASE NOTE: It is the customer’s responsibility to notify us in advance of any delivery difficulties, which may be expected. This includes narrow road access or helpful hints and tips of how to find you. Failure to do so may result in an additional delivery charge liable to the customer. Please Note: Delivery vehicles can be very large and adequate space and access is required.
Delivery vehicles range from 7.5 tonne lorry upwards. If you require a small, 7.5 tonne lorry for delivery, you must submit a small vehicle request when arranging your delivery date. Please note the Stone Bake Oven Company cannot guarantee delivery vehicle sizes as they are provided by third parties outside of our control.
PLEASE NOTE: Once the oven/ accessories have been loaded onto the truck, you have created a contract between you and the courier firm. The Stone Bake Oven Company does not control the delivery of your oven. Product dispatch is via standard national courier services. Please note the Stone Bake Oven Company cannot guarantee delivery times as they are provided by third parties outside of our control.
We ask all of our customers NOT to book any installer or other related trade persons until your goods have arrived safely with you and have been checked as correct and in good condition.
Receiving Your Delivery
PLEASE NOTE: The recipient MUST CHECK OVER the delivery for any signs of damage BEFORE accepting and signing for delivery. Failure to do so will void transportation insurance. The recipient must also check all goods are present and in good order. DO NOT SIGN and return the oven with driver if goods are damaged. Contact the Stone Bake team immediately, within the same day, to make a successful insurance claim. See ‘guaranteed against damage in transit’ below. Failure to contact The Stone Bake Oven Company within 3 days of product delivery may result in a failed insurance claim and the inability for The Stone Bake Oven Company to rectify the problem.
Delivery is a KERBSIDE delivery, meaning the driver will remove the pallet off the vehicle with a tail lift and move the pallet by pallet truck only on hard standing, level ground. It is NOT the driver’s responsibility to move or assemble your oven beyond the kerb.
If, for any reason, the delivery cannot be completed due to absence of recipient at address, unsuitable delivery conditions or otherwise, the goods will be returned to depot and a re-delivery charge may apply at full price.
The delivery driver is not responsible for moving/assembling the oven and/or goods or handling packaging upon or after arrival. The delivery driver will manoeuvre the pallet beyond the rear of the vehicle and place as close as possible to desired location on hard standing, level ground with a pallet truck, however please note it is not the responsibility of the driver to place in it’s final location. Drivers will be as helpful as possible where conditions allow.
PLEASE NOTE: Failure to be present to sign for a delivery may result in a re-delivery charge of full price.
Late delivery of goods is out of The Stone Bake Oven Company’s control and will not be liable for a refund.
To track/follow up your delivery, refer to your tracking email sent on the morning of delivery for or contact the Stone Bake Oven Company for delivery details including consignment numbers and courier contact details.
PLEASE NOTE: If any items are missing from your order, The Stone Bake Oven Company must be notified immediately in writing within 7 days of product delivery in order for us to rectify the problem. Failure to notify The Stone Bake Oven Company within this time frame may result in the inability to rectify this problem.
Similarly, if there are any irregularities to your order such as faulty or incorrect items arriving with Your order, The Stone Bake Oven Company must be notified immediately in writing within 7 working days of product delivery in order for us to rectify Your order. Failure to notify The Stone Bake Oven Company within this time frame may result in the inability to rectify this problem.
Guarantee Against Damage in Transit
Your oven or goods are guaranteed against damage in transit. Upon arrival, if there is any present or visible damage to the oven or goods, refuse receipt by refusing signature and return with driver with reason of refusal along with the co-signature of delivery driver. DO NOT sign if damaged and DO NOT accept goods as ‘damaged in transit’ as insurance will be void. Contact The Stone Bake Oven Company on 0845 834 0252 immediately, within the same day, to report damages and ensure fast replacement of your oven and/or goods. Failure to contact The Stone Bake Oven Company within 3 days of product delivery may result in a failed insurance claim and the inability for The Stone Bake Oven Company to rectify the problem.
PLEASE NOTE: Your transit guarantee against oven and/or goods damage is terminated once the goods have been signed for. Ensure you check the oven and/ or goods before signing for it/them. Goods marked unchecked will be believed to be received in good order. Keep delivery receipt/advice note to validate warranty if applicable.
Satisfaction Guarantee / Returns Policy on Residential Oven Models
The Stone Bake Oven Company are so proud of our ovens and accessories we guarantee your satisfaction!
If you are not completely satisfied, you can take advantage of our 30 day returns policy and get your money back! *
*Provided your Oven/ and or Accessories are in their original, un-used state, with packaging intact and has been stored appropriately (protected from the elements), are not/have not been installed, and you have a copy of your original delivery/advice note.
Returns will be credited to the payment card or bank account. Please note: returns will be subject to a 25% repackaging and collection fee.*
*based on a UK collection postcode. This repackaging and collection fee may differ if the returned items in question are located somewhere outside of a UK mainland address.
The Stone Bake Oven Company reserve the right to charge a processing fee where applicable for additional charges incurred when handling your return.
Our Satisfaction Guarantee and Returns Policy does not apply to free or promotion goods provided with an order.
No goods can be returned later than within 30 days of purchase.
This does not affect your statutory rights.
How to Return Your Oven or Accessories
If you are not completely happy with our services or have any questions, please contact us directly on 01425 204 985.
Oven cracking is a normal expectation of your wood fired oven and Micro- Mesh Technology ensures the structural integrity of your oven over time. Please note oven cracks need to exceed 3mm (or over a £1 coin thickness) to qualify as unusual, smaller hairline cracks are normal. Send a photo to the Stone Bake Team if you need confirmation.
Refund/ Return Policy for the Commercial Gio Series Ovens
No return/ refund can be accepted without prior written approval.
Refunds apply to non- customised/ non-installed goods.
“Off the shelf” purchases with prior written approval for a refund are liable to a 25% re-stocking and packaging goods charge. In addition, freight must be prepaid to return it to the specified warehouse. No goods can be returned later than 30 days from purchase.
The Stone Bake Oven Company reserve the right to charge a processing fee where applicable for additional charges incurred when handling your return.
This does not affect your statutory rights.
No refunds are available on customised/ installed goods and services by The Stone Bake Oven Company or other services and labour provided by companies contracted by The Stone Bake Oven Company.
Our Products, and Using Our Products
Due to the nature of the casting material, the ovens are prone to minor chipping. This is a normal expectation of your stone bake oven and will not affect its use in any way. If you wish to fill and smooth over any chipping, contact the Stone Bake team for a free patching kit.
Due to the nature of the casting material, dyes and present moisture content, the oven may appear to deviate from the suggested colour on the website. This is a normal expectation and your oven’s colour will level out over time with consistent firing. If you are unhappy with the colour of your oven we suggest you paint your oven with a high heat paint to meet your aesthetic requirements. Contact the Stone Bake team for a recommended supplier.
In no event shall The Stone Bake Oven Company be responsible and liable for any incidental and consequential damages to property, losses, bodily injuries and the like caused by defects in its products.
By purchasing a wood fired oven from the Stone Bake Oven Company, you are hereby accepting our terms and conditions.
Customers use their Stone Bake Oven Company wood fired ovens at their own risk. We advise customers to have an appropriate and working fire extinguisher close by at all times to tackle a fire should one occur in and around the vicinity of the oven.
Never leave your oven unattended and be wary of flying sparks.
The Stone Bake Oven Company are in no way liable for any building works undertaken including, but not limited to, ‘building in’ our ovens and building oven stands.
The guidance we provide to install our products are only guidelines and must be assessed by You the customer to be appropriate to your oven installation. The Stone Bake Oven Company are not responsible for any mis-communication or errors in its installation guidelines.
If You decide to cancel the order of Your oven/accessories, no problem! To claim a full refund we require a minimum of 3 working days notice before the delivery date of Your accessories and 5 working days notice to cancel Your oven delivery.
For commercial Gio/G Series ovens, 7 working days notice is required to cancel Your larger oven delivery and cancellation fees may apply.
For any overseas oven orders (both residential and commercial), cancellation notice will need to be no later than 14 working days prior to delivery and cancellation fees may apply.
If less notice is given than the above day stated, this may result in the forfeit of Your oven/accessories delivery charge both to and from the courier depot and in some cases, a re-packaging fee may apply.
Please note regarding wood orders. Our wood supplier is an independent company and wood orders are subject to terms and conditions that differ from our own. For our wood supplier terms and conditions, please contact the Stone Bake team.
The price of a product or service shall be as stated on this website at the time You place Your order. All product or service descriptions and illustrations shown on the website are provided in good faith but are intended as guidance only and actual products or services may vary accordingly.
We try and ensure that all prices on our website are accurate but errors may occur. If we discover an error in the price of a product and/or service You have ordered, we will inform You as soon as possible and give You the option of reconfirming Your order at the correct price or cancelling it. If You cancel before Your order is confirmed, no payment will be taken from Your card. If You are made aware of incorrect pricing after payment is taken from Your card, we will give You the option of paying the difference or will process a full or partial refund, depending on the circumstances.
For orders taken through the website, payment will be taken at the time of, or shortly after, You confirm Your order. Payment will be taken from Your credit or debit card and will show as ‘THESTONEBAKEOVE’ on Your bank statements. If payment is made using Your Paypal account, Your payment will show as ‘PAYPAL* SBOC’ on Your bank statements.
Orders paid for by electronic invoice can be settled using Paypal or credit/debit card. The electronic invoice will be sent to You via email with the subject line ‘Invoice [INVOICE NUMBER] from Gozney Ltd for [CUSTOMER NAME]’. If payment is made using Your Paypal account, Your payment will show as ‘PAYPAL* SBOC’ on Your bank statements.
Orders taken over the phone will be taken at the time of, or shortly after, You verbally confirm Your order. Payment will be taken from Your credit or debit card and will show as ‘The Stone Bake Oven Company’ on Your bank statements.
The Stone Bake Oven Company do not hold any cardholder information for Your security and therefore cardholder details will need to be taken each time You wish to place an order. Your order total will be verbally stated to You in GBP prior to taking payment from Your card. By accepting that payment will be taken from Your card over the phone, You are agreeing that You are happy with this total. If You have any queries regarding Your order total, You must verbalise Your query with the member of the Stone Bake team prior to payment being taken.
You confirm that the credit/debit card or other payment method that is being used is Yours. All credit/debit cardholders and payment accounts are subject to validation checks and authorisation by the card issuer and/or payment processor. If the issuer of Your card and/or payment processor refuses to authorise payment, We will not accept Your order and We will not be responsible for any delay or non-delivery. We are not obliged to inform You of the reason for the refusal of an order.
We are not responsible for Your card issuer, bank or payment account charging You for processing Your payment in accordance with Your order.
Compliance with the PCI Security Standards Council
As part of our best practice policy, The Stone Bake Oven Company fully complies with the PCI Security Standards Council’s requirements regarding the collection, usage and disposal of customer’s financial, credit and debit information provided to purchase one of our products or services. This protects our customers from identity theft associated with compromised, insecure or stolen data and credit and debit information.
Security of Personal Information
The Stone Bake Oven Company strictly protects the security of personal information and honours Your choices for its intended use. We carefully protect Your data from loss, mis-use, unauthorised access, disclosure, alteration or destruction.
The Stone Bake Oven Company website uses cookie technology in order to store Your product selection information into our shopping basket. No personal information is ever collected in cookies and any cookies generated will be destroyed upon You leaving our website.
General Terms and Conditions
The contents of the Services provided to You by us may not be copied, reproduced, communicated and/or made available to the public, republished, downloaded, posted, recorded, broadcast or transmitted or used in any other way except for Your own personal, private and non-commercial use, unless otherwise expressly permitted by us. You agree that You will not use the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person.
We may terminate this agreement with You by giving You reasonable notice via email or in writing.
Links to Other Sites and Services
The Services may contain links to other third party sites and services through advertising or otherwise. These links are provided for Your ease of reference and convenience only. We have no control over those third party sites or services and are not responsible for their contents. We do not endorse the material contained in their sites or services and have no association with their operators.
You agree that we won’t be party to any transaction or contract with a third party that You may enter into and we won’t be liable to You for any loss or damage which You may suffer by using those third party sites and services. You agree that You will not involve The Stone Bake Oven Company in any dispute You may have with such third party sites and services.
Our Legal Obligations and Limits On Liability
Final Important Terms