Privacy

Website Privacy Policy

Last updated 13 September 2026

The Fireplace and Stove Co. Limited, trading as The Fireplace and Stove Co., is responsible for personal information handled through this website and through enquiries arising from it. Our company number is 10081361. You can contact us at 23, Heart of the Country Shopping Village, Lichfield, Staffordshire, WS14 9QR, by telephone on07828 576002, or by email at info@thefireplaceandstove.co.uk.

Information we receive

If you call, email, visit the showroom, use an enquiry form or message our website chat, we may receive your name, contact details, property or installation address, information about the room, chimney, appliance or project, photographs you choose to provide, and your correspondence with us. If an enquiry proceeds, we may also hold survey notes, quotations, order and installation records, invoices and aftercare information. Please do not send information that is not needed for your enquiry.

Like most websites, the hosting and security systems may create technical logs containing an IP address, browser or device information, the requested page, time of request and security events. We use those logs to deliver and protect the website, diagnose faults and investigate abuse.

Why we use personal information

We use information to answer enquiries, arrange showroom or survey conversations, prepare and administer quotations and orders, carry out installation or aftercare work, keep business and safety records, meet tax and other legal duties, and protect our website and business. Depending on the situation, our legal basis is taking steps at your request before a contract, performing a contract, complying with a legal obligation, or our legitimate interests in responding to customers, operating the business and keeping the service secure.

We do not use contact details for unrelated electronic marketing without an appropriate lawful basis. Where consent is used, you may withdraw it at any time using the contact details above. Withdrawing consent does not affect processing that was lawful before withdrawal.

Website storage, analytics and embedded services

This site stores a theme preference in your browser so it can remember whether you chose the light or dark appearance. That preference does not identify you and is not used for advertising. With your choice, we may use Google Analytics to understand visits and website use, and a Meta Pixel to understand whether Facebook or Instagram advertising leads to useful visits or enquiries. These services do not load until you allow the corresponding analytics or marketing measurement. You can review or withdraw that choice at any time using the Privacy choices control. Cloudflare provides website hosting and security and may process technical request information to deliver and protect these services.

Our typefaces are served with the website. Interactive coverage maps request map tiles from OpenStreetMap, which receives technical request information, including your IP address, when the map loads. Moving the map requests the tiles needed for the area you choose to view.

Enquiry forms, chat and text messages

Our enquiry forms and website chat are provided through Copper Lane's Agency OS service at chat.copperlane.co.uk. Your form answers, contact details, uploaded photographs and conversation are stored with our enquiry record so our team can respond and follow up. The chat uses browser storage to recognise your conversation when you return. Loading these services also sends technical request information to their hosting and security systems.

Our automated assistant can answer questions using information about our business and your conversation. OpenAI processes the conversation information supplied to generate these replies. You can ask to speak to our team instead. The assistant's replies do not confirm a quotation, an installation assessment or a booking unless our team or booking system has confirmed it.

When we communicate by telephone or text message, Twilio handles the call or message delivery. This involves your telephone number, message content where applicable, and delivery or call records. Enquiry acknowledgements and replies relate to the enquiry you have made. Please do not include sensitive personal information that we do not need to help with your project.

Who receives information

We may use trusted suppliers for website hosting and security, email, customer enquiry handling, document and business administration, and professional advice. They receive only the information needed for their role and must protect it. We may also disclose information where required by law or where necessary to establish, exercise or defend legal claims. We do not sell personal information.

A supplier may process information outside the United Kingdom. Where that happens, we require an appropriate transfer safeguard or rely on another transfer mechanism permitted by UK data protection law.

How long we keep it

We keep information only for as long as it is needed for the enquiry, quotation, order, installation, warranty or aftercare purpose for which it was collected, and for any later period required by tax, consumer, safety or other legal obligations. Security logs are kept for a limited operational period unless an event needs further investigation. When information is no longer required, it is deleted or anonymised where reasonably practical.

Your rights

Depending on the circumstances, you may ask for access to your personal information, correction, deletion, restriction, portability, or object to its use. You may also withdraw consent where processing relies on consent. Some rights have legal exceptions, and we may need to confirm your identity before acting on a request.

Send a privacy request to info@thefireplaceandstove.co.uk, call07828 576002, or write to the address above. You may complain to the Information Commissioner's Office at ico.org.uk.

Other websites and policy changes

Links to another website are governed by that site's privacy information, not this policy. We may update this page when the website, our suppliers or our legal duties change; the date above identifies the current version.