About Us/ terms & conditions

We Pride Ourselves on Honest, Reliable and Professional Customer Service.

Phoenix Fireplace Shop is a family run business based in Norwich. We install all ranges of fireplaces. Our installation team are HETAS registered and trained, with over 12 years experience installing a wide range of fireplaces. We offer complete fitting, service and design for all types of fireplaces.

Contact us for your free no obligation survey.

Trusting a company or an individual to carry out work in your home can be daunting. We like to put your mind at ease and give you all the information you need.


Finding and installing a fireplace can be stressful and dangerous if you do not know what you are doing.

Here at Phoenix, we will provide you with a free survey, and will help find and supply the right fireplace for you. Whether you are looking for a toasty wood burner, an easy to use gas fire, or are just looking to accessorise your fireplace or get a simple service, a Hetas qualified professional will be on-hand for all your fireplace needs.

Phoenix fireplace shop as a company and all main individual workers are HETAS registered and trained. HETAS is the only government approved competent persons scheme dedicated to solid fuel, wood and biomass. HETAS registered installers are trained and registered to work on your heating system and have public liability insurance up to £2 million to make it safe to work in your home. You can search online at www.hetas.co.uk  to find us on their website. HETAS also operates a government audited complaints procedure and is authorised to investigate complaints against restricted installers.


Any chimney sweeping will be done by a ICS (Institute of chimney sweeps) trained Phoenix employee. Annual sweeping is important to remove blockages and soot. Doing this prevents fires and allows deadly combustion gases to be safely vented through the chimney. Clean chimneys burn more efficiently which will save you money as well as helping to preserve the environment.

So why choose us to clean your chimney?

  1. We issue you with a certificate as proof of your chimney sweep. This will cover you for a year on your household insurance encase of a chimney fire.
  2. We now are able to use CCTV to inspect your chimney. We are experts on all aspects of chimneys so we can check your chimney for faults and advise you on getting the best usage from your fire.
  3. We use the good old fashioned brush technique alongside using a vacuum to ensure your chimney is cleaned thoroughly.
  4. You will receive a professional, courteous and conscientious service.
  5. We can supply you with new or replacement pots, cowls and liners.

Terms and Conditions.

Payment in full to be made before ordering of products.

If part of an installation we require only the deposit stated on your quote.

Products paid for are non-refundable except under certain circumstances so please double check before sizes are correct before paying your deposit.

Deposits are non-refundable unless in certain circumstances.

Cancellation fees may apply.

Some of our suppliers charge a re-stocking fee. If your product needs to be returned due to being unsuitable or unable to be fitted due to unforeseen circumstances this cost is payable from you the customer.

Please allow up to 4 weeks for delivery. We will give you a rough timescale upon placing your order, however this can change depending on our suppliers stock levels.

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