Help & Support
RETURNS & EXCHANGES
OUR POLICY
At All Star, we want our customers to be completely satisfied with their purchase made from www.allstarheating.ie
We recommend you read our Returns Policy prior to you making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies.
We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied.
If you have any questions about this policy, please contact our sales team at: sales@allstarheating.ie or phone us on (+353) 876067833
REFUNDS:
Refunds will be made via the method of payment you used to make your online purchase. Refunds will normally be processed within seven (7) days of receipt of the returned goods (as set out herein) or cancellation of the order.
Goods Damaged in Transit:
If any goods delivered to you are damaged, please contact us at: sales@allstarheating.ie within 3 days of delivery. Damaged goods must be returned in the condition received by you with all original packaging, accessories and manuals.
Deliveries:
After placing an order online, we may contact you to arrange the delivery date, otherwise, a shipping confirmation email will be sent out after your order has been fulfilled and dispatched from our location. This will leave with a courier.
All m3 meter firewood orders and other pallet size orders are delivered on a wooden pallet. The pallet is removed from the lorry by being lowered to the ground on a hydraulic platform ("tail lift") and moved with a manual pallet lifter. Manual pallet lifters cannot move on gravel, chippings or loose surfaces. They will not move up kerbs or over steps. Please note that if access to your property is difficult or if you have a gravel driveway that the delivery will have to be made as a standard kerb side delivery. Please note the pallet will be left with you to dispose of.
If access to the delivery address is restricted by sharp bends and narrow roads you must inform us when ordering as we may need to make alternative arrangements.
If the goods have been damaged in transit, you must write this down on the drivers delivery note. The delivery driver will take this note back to the depot.
Your Right to Cancel your Order:
Subject to the terms set out below, you have the right to cancel your order and return the goods, provided that:
(a) it is before and up to 14 days starting from the day after the goods are received by you.
(b) the goods are in perfect condition.
(c) the packaging remains in an ‘as new’ state.
Prior to returning the goods, please contact us at: sales@allstarheating.ie.
(a) You will be responsible for the cost to return the goods to us. A full refund of the value of the goods will be made upon our receipt of the returned goods.
(b) Items can only be returned in their original condition and unopened.
This Returns Policy is in accordance with The European Directive on Distance Selling (Directive 97/7/EC) and the European Communities (Protection of Consumers in Respect of Contracts made by means of Distance Communication) Regulations 2001 as amended.
WARRANTY
All Stoves are guaranteed under your warranty for five years. It is a requirement that all stoves sold through our online store are installed by a HETAS approved installer and in accordance to current Building Regulations A warranty form will come in your product packaging. If you have misplaced this form or have not received it, you can download it here:
All forms can be emailed to info@allstarheating.ie or sent by post to:
- All Star Heating Ltd,
- 11 College Green,
- Claremorris,
- Co.Mayo
- F12 H322.
RECOMMENDED INSTALLERS
FIND YOUR NEAREST INSTALLER
- O'Rourke Fireplaces & Stoves Ltd.
- Glasson,
- Athlone,
- Co.Westmeath
- N37 YV34
- Phone: +353876067833
Link to HETAS approved Installers
Frequently Asked Questions
ANY FURTHER QUESTIONS? WE WOULD LOVE TO HEAR FROM YOU
WHAT SIZE STOVE FOR MY ROOM?
Ask the experts! Email us at: sales@allstarheating.ie and we will guide you through the specifics to suit your needs. As a guide:
In order to calculate how many kW are required to heat your room, measure the width, length and height of your room and then multiply the three measurements together, i.e. width 4m x length 8m x height 2.8m = 89.6 cubic metres (room volume). If your room or house is new build and fitted with very good insulation then divide the room volume by 25. If the room has average to good insulation then divide the volume by 15. If the insulation is poor or non existent, then divide the rooms volume by 10. If in doubt use 15.
DO I NEED AN AIR- VENT IN MY ROOM?
In new builds, there MUST be a PERMANENTLY OPEN air vent within the room (venting to outside).
It should not be possible to close this vent & it should be sited in a place where a householder is not tempted to cover it up.
The air vent required increases in size depending on the kW output of the stove.This can be found in the current Building Regulations. In general, if a stove is 5kW plus, it requires a vent.
WHEN WILL I RECEIVE MY ORDER?
As part of our free delivery, we offer standard 3 - 5 working days delivery. If you would like your order to be delivered on a specific date, please contact us so we can arrange this. There may be an additional charge for this service.
Prior to dispatch of your order, we will make a direct delivery arrangement with you, to ensure the delivery date is suitable for you. All deliveries can take place at any time between 8:00 am and 6:00 pm.
If access to the delivery address is restricted by sharp bends and narrow roads you need to let us know- you can type this into the special instructions at checkout or phone us on 0876067833 as we may need to make alternative arrangements.
If the goods have been damaged in transit, you must write this down on the drivers delivery note. Please refer to our Returns Policy above.
WHAT IF MY STOVE BRICKS/LINING CRACK?
Please read our policy on replacement bricks here
WHAT FUEL CAN I BURN IN MY STOVE?
We recommend you read the All Star Stove Installation Manual you will receive with your stove. This manual can be accessed on each product page under 'tech specs'. We recommend our All Star Premium Eco logs which burn up to two hours. We also recommend wood logs (seasoned timber with a moisture content of less than 20%), peat briquettes and turf. Poor quality timber causes low combustion efficiency and reduces the effectiveness of the airwash system. DO NOT burn construction timber painted, treated wood, bituminous coal, or other petroleum based fuels as this will invalidate the product warranty.
CAN I FIT AN ALLSTAR STOVE WITH A TIMBER FIREPLACE?
Installation must always be completed in accordance with Current Building Regulations and by a competent qualified person preferably HETAS approved installer. It should be noted that it is the responsibility of the Installer / Householder to ensure that the stove is properly commissioned. Failure to do so may invalidate the warranty.
Incorrectly installed stoves can cause serious accidents such as chimney fire or damage to insulation materials in partition walls and or roofs or ceilings.
HOW OFTEN SHOULD I GET MY CHIMNEY CLEANED?
Sweeping should be carried out with the correct size brush and rods to suit the chimney size and type. As with all appliances regular sweeping of the flue is essential to avoid the danger of a blockage and escape of poisonous fumes. Access for cleaning should be incorporated into the chimney (e.g. soot door, access through the register plate etc.) Any existing chimney should be swept prior to installation of the stove, and thereafter at least on an annual basis. This should be done by and competent person such as a NACS chimney engineer who will provide a Certificate of Chimney Sweeping. Sweep the whole flue way, including the outlet at least twice a year per burning season. It is important that the flue ways, flue pipe and chimney be cleaned prior to lighting the fire after a prolonged shut-down period.
HOW OFTEN SHOULD I GET MY STOVE SERVICED?
We recommend getting your stove serviced once per year. This should include a chimney sweep, cleaning of all air ways, replacement of fire rope and replacement of any spare parts required. Spare parts can be ordered through our online store and the service can be completed by your installer.
HOW DO I USE THE AIR CONTROL?
The stove will normally shut down by itself as the fuel is consumed. In order to shut down the stove for other reasons, close the primary air controls (see installation manual). If the controls are left in this position, the fire will eventually burn out. If you want to revive the fire open the primary controls fully. Always leave your damper/air control open during non-use or the Summer months as this will help ventilation in the chimney.
HOW DO I CLEAN MY STOVE?
The chamber of your stove should be hovered/cleaned out and the ash pan emptied daily. On no account should the ash be allowed to build up to touch the underside of the grate bars, as this will greatly reduce the life span of the grate and bricks. The stove glass can be cleaned using 'All Star Stove glass cleaner' or any stove glass cleaner which can be purchased from any hardware store. We recommend cleaning the glass every morning before the fire is relit.
HOW DO I REPLACE MY DOOR ROPE?
Periodically visually check over the door rope seal for any damage, cuts or tears and detached sections. The rope gasketing can be replaced, using a universal roping kit. Instructions for rope replacement are as follows:
• Ensure the appliance is cold
• Unscrew the hinges and lift the door off the appliance and lay onto a flat surface with the rear face upwards
• Carefully remove the old rope gasket and old glue. Take note of the layout of the rope seal. Ensure no traces of the old adhesive or rust / flaky paint is present, as this will result in an unsound joint
• Apply the rope glue following the instructions on the bottle
• Press the rope into the channel on the rear door casting, following the same layout as the old rope seal
• Just before the final end, cut the rope seal to length and glue into position
• Allow at least 30 minutes before refitting the door.