You can pay for your order using card through Worldpay or using Paypal. We will take all reasonable care to keep your order details and payment secure, but, unless we are negligent, we will not be liable for any losses if an unauthorised third party obtains access to your information. If billing and delivery addresses are not the same, we may require a utility bill for confirmation. All prices quoted on our web Site include VAT unless stated otherwise. Prices on all products exclude delivery, unless stated by us.

We will confirm acceptance (or otherwise) of your order as soon as possible, either by email (if your order is placed on-line) or by telephone (if your order is placed over the telephone). A binding agreement arises once we accept your order and we will then charge your credit/debit card on acceptance of your order.

Bioethanol fuel orders placed before 3.30pm will be despatched the same day for next day delivery. This excludes bioethanol fuel ordered on a weekend or bank holiday. Bioethanol fuel ordered on a Friday before 3:30pm will be delivered Monday unless a Saturday service is requested. Bioethanol liquid fuel will not be delivered on a bank holiday. 

 Delivery Options Available:

• Free Next Business Day

Delivery is attempted between 7:30am - 6pm Mon-Friday. The courier will send an email advising of the delivery. If a mobile number has been provided on the order, the delivery notification will also be sent via text message. The progress of the delivery can be tracked throughout the day on the courier's website. 

This service is available to England, Wales and parts of Scotland, with the exception of Scottish Highlands, where additional delivery charges and longer delivery times may apply.

• Next Business Day Before 12noon

Delivery between 8am-12noon Monday to Friday is available for an additional premium.

This services is available to England, Wales and parts of Scotland, with the exception of Scottish Highlands where additional delivery charges and longer delivery times may apply. 

• Saturday Delivery Before 12noon

Delivery between 8am-12noon on Saturday is available for an additional premium.

This service is available to England, Wales and parts of Scotland, with the exception of Scottish Highlands where additional delivery charges and longer delivery times may apply. 

Delivery restrictions

We are only able to delivery to a residential or business address. 

Due to the flammable nature of the goods, we are unable to ship across water to Scottish Isles, Northern Ireland, Isle Of Weight, Off Shore & Channel Islands.  We are also unable to despatch items to a drop off point or safe store location.  

In the event you place an order which is despatched to your requested delivery address, which the courier is unable to delivery due to known delivery restrictions, your order will be cancelled minus the cost of the return carriage back to sender.  

Failed Delivery attempts

Once your order is despatched, a consignment number will be sent via email to allowing you to track the delivery. If no-one is in for the delivery and depending on the delivery service you have selected, the item may be left with a neighbour, left safe or returned to the depot awaiting further contact from the consignee. 

If the item is returned back to the consignee's (buyer's) local depot, it will be held for 2 days before it is returned back to sender. You must contact the courier with your tracking number within the 2 days to arrange a suitable time for re-delivery or collection. The redelivery will be carried out in line with the same service selected at the time of order. No changes to the delivery address or type of delivery method are permitted. 

 Prima Industries Ltd or our courier cannot accept responsibility for any goods lost or stolen once delivery has been made which also includes those signed for by your neighbour. 

Return to Sender

If the package is returned to sender following two failed delivery attempts, there will be a charge should you wish to have a third redelivery. Alternatively a refund will be issued minus the cost of the return carriage back to sender. 

Damaged Deliveries

In the event your item is delivered damaged, you must make a note of the damage on the (POD) Proof of Delivery, at the time of signing and receiving the goods.  Failure to report the damage on the POD will invalidate any claim.   Please contact [email protected] on the day of delivery to advice of the damage including photographic images. On receipt of your email we will endeavour to respond within 24hrs of our normal hours of business which are, 9am – 5pm Monday to Friday excluding Bank holidays and weekends.   

Incorrect Goods Delivered

In the event the goods on your order are incorrect or an incorrect quanity, you must make a note of the error on the (POD) Proof of Delivery, at the time of signing and receiving the goods.  Failure to report the incorrect quantity on the POD will invalidate any claim.   Please contact [email protected] on the day of delivery to advise of the discrepancy, including photographic images.  On receipt of your email we will endeavour to respond within 24hrs during business hours (9am – 5 pm, Monday – Friday, excluding bank holidays and weekends).    

Late Deliveries

In the event your item has not arrived, please refer to the couriers tracking page for the latest delivery status.   If delivery is not received within 3 days of your expected delivery date, please contact [email protected].   On receipt of your email we will endeavour to respond within 24hrs during business hours (9am – 5 pm, Monday – Friday, excluding bank holidays and weekends). Unfortunately, we are unable to track late deliveries until they are three days late of the expected delivery date. 

Lost or Missing Items

Following your email to customer services advising your item has not been received within 3 days of your expected delivery date, we will contact the courier to request a detailed search for the item(s).   Full depot searches can take up to 3 days to complete.  Following the completion of a full depot search, if your item is deemed lost or missing by our courier, we will refund the full value of the item.   The refund will be processed using the same method of payment on order and can take up to 3 days to appear on your statement. 

Disputed deliveries

In the event you wish to dispute the information on the couriers POD, please forward the details of your dispute in writing to [email protected] within 48hrs of your anticipated delivery date.   On receipt of your email we will endeavour to respond within 24hrs during business hours (9am – 5 pm, Monday – Friday, excluding bank holidays and weekends).   

Large Quantities of Bioethanol Fuel

Up to 192L of bioethanol fuel can be bought online however we can supply larger quantities, from pallets (756L) to lorry loads. If you are interested in bulk quantities of bio ethanol fuel, please call 01709 524 162 or contact [email protected] for very competitive prices and delivery quotes.  

All items are subject to availability. We can only guarantee availability whilst stocks last. If the goods ordered are unavailable, we will contact you with suggestions of goods of equivalent quality and wherever possible a similar price. We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes out of our control. Any dates we specify for the delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the goods.

Any transit damage, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery. Please ensure that you thoroughly inspect your goods for any cosmetic damage, incorrect goods, missing parts or other problems as soon as you receive them. If this is done after delivery has taken place, you are required to contact us within 24 hours of delivery of your goods giving full details of any problems, for us to arrange for suitable action to be taken.

If you receive goods in a damaged condition, please make a note of this on the delivery despatch note when signing. Failure to note any damage when receiving the item will void the opportunity to claim. Goods must be checked on delivery and faulty goods must be reported within 24 hours of delivery with supportive evidence i.e photographic images. If there is a problem with your goods, please contact us on 01709 524 162 or via email at [email protected], Monday – Friday, 9am – 5pm. 

It is your responsibility to ensure that you have signed for the correct number of goods delivered. At time of delivery you must also check that you have received the correct goods in accordance with your order. If you find that you have received incorrect goods or the wrong amount of goods, you must make a note of this on the delivery despatch note when signing, you must then notify us of this by phone, email or letter in any case within 24 hours from receipt of goods. 

Please Note: Do not use an item if it is damaged or an incorrect item. This counts as acceptance of goods and the item is then non returnable.

You have the right to cancel your order at any time before goods are delivered to you for any reason. In compliance with the distance selling regulations you have a Cooling Off period where you may withdraw from this agreement at any time up to 7 working days after the day we have delivered the goods to you. If we have delivered the goods, you must not have used them and must have kept them in the condition they were delivered. You must return them to us at your own cost. A 20% restocking fee will be incurred when any goods are sent back unwanted after the 7 day cooling off period, this will be deducted from the your refund. Proof of purchase is required when returning items. 

When we receive the goods we will inspect them to ensure the goods are in the same condition as when we sent them to you. All items are subject to inspection. As a consumer you have a duty to return the goods in perfect condition. We advise that you should return the product within its original packaging as it will insure that the product is not damaged on its return journey.

We advise you to take out insurance on your goods when sending them back to our returns dept. If goods arrive to us damaged, you will be charged the full cost of the product.

Please Note: We are unable to take back items that are over 28 days old from date of delivery.

If you are unsatisfied with the quality of your fuel, send back the remaining unopened bottles (at your expense) and we will refund you the value of the unopened bottles.

If you find similar quality fuel elsewhere for cheaper than it is on www.prestigiousfires.co.uk, than call or email us with the link to the website and we will match the price. The fuel must be available on the same delivery service (next day) for the same or lower price than featured on www.prestigiousfires.co.uk

If you have already purchased fuel from EkoFuel and find cheaper fuel elsewhere within 7 days of purchasing, we will refund the difference plus 10% of the difference.

If, in the event, you wish to make a complaint, please contact us in writing: 

Prestigious Fires c/o Prima Industries Ltd, Unit 2 Chesterton Court, Chesterton Road, Eastwood Trading Estate, Rotherham, S65 1SJ. Alternatively email us at [email protected].

We shall then fully investigate the matter and contact you within 5 working days from receipt of letter. This guarantee is in addition to any warranties or conditions implied by law and nothing in these terms affect your statutory rights.

We shall not be liable to you if we are prevented or delayed in performing of our any obligations to you if this is due to any cause beyond our reasonable control e.g.

• an act of God, explosion, flood, fire or accident
• war or civil disturbance
• strike, industrial action or stoppages of work
• any form of government intervention
• a third party act or omission
• failure by you to give us a correct email or delivery address or notify us of any change of address

If this happens we shall inform you as soon as is reasonably practicable and if these circumstances continue for 30 days either you or we will be free to cancel the contract. If so, we will give you a full refund of any payment we have received from you within 30 days of cancellation.

If you have any queries or require further information regarding our products or your purchase, call our helpful Customer Care staff on 01709 524 162 will be glad to assist you. Lines are open from 9.00am - 5pm from Monday to Friday. Alternatively you can e-mail us at [email protected], or write to our Customer Services department at: Prestigious Fires c/o Prima Industries Ltd, Unit 2 Chesterton Court, Eastwood Trading Estate, S65 1SJ.

We operate a strict Data Protection and Privacy Policy, we will not share any information (without your permission) with any external organisations unless required to complete your order (e.g. giving your name and address to our couriers).

We have made every effort to display as accurately as possible the colours of our products that appear on this Web Site. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual product. While we try to be as accurate as possible, all sizes, weights and measurements quoted are approximate. The products sold on this Web Site have been designed to comply with the health and safety laws of the UK and we cannot warrant or represent that they comply with any health safety or other legal requirement outside the UK.

All contracts formed between us for the purchase of items from this Web Site shall be governed by English law and any dispute shall be subject to the jurisdiction of the English Courts. If any provisions of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Tell us how we are doing and how we can do it better. We welcome your comments on any aspect of our service to you, so please feel free to contact us with your comments by email or by contacting our customer services department.

Images on our website have either been made accessible by suppliers, manufacturer's, publications, publicists, or been gathered from public-domain sources. We cannot guarantee the reliability or the accuracy of the images. Images on our site are for the sole purpose of giving an approximate description of the goods.

EkoFuel is a brand name of Prima Industries Limited which is a registered company of England and Wales, Company Number 5688373, with a registered office at Unit 2 Chesterton Court, Eastwood Trading Estate, Rotherham, South Yorkshire, S65 1SJ.

If you have any queries or require further information regarding our products or your purchase, call our helpful Customer Care staff on 01709 524 162 will be glad to assist you. Lines are open from 9.00am - 5pm from Monday to Friday. Alternatively you can e-mail us at [email protected], or write to our Customer Services department at: Prestigious Fires c/o Prima Industries Ltd, Unit 2 Chesterton Court, Eastwood Trading Estate, S65 1SJ