FAQs

Everything you need to know about applying for and using the Opulence Trade Portal. If you have a question that isn’t answered
here, contact us at trade@opulencestoves.co.uk

Account Registration & Eligibility

Yes. Trade account eligibility is restricted to professionals operating within Opulence’s defined service area:

• Suffolk (all postcode zones);
• Cambridgeshire;
• Selected areas of Norfolk;
• Peterborough

Applications from outside this area will not ordinarily be approved. In exceptional circumstances pre-approval may be granted — this
must be agreed in writing in advance. The full postcode map is published on the portal.

See: Clause 3.3

The portal is open to bona fide trade professionals in the hearth, heating, and home improvement sectors — including HETAS-registered installers, heating engineers, builders, architects, and allied trades. Applications are assessed at the Company’s sole discretion.

See: Clause 3.1

Apply directly at trade.opulencestoves.co.uk. You will need to provide your business details and confirm acceptance of the Terms & Conditions. Opulence will review your application and contact you to confirm approval.

No. Access to the portal is free of charge for approved trade account holders.

HETAS registration is not a strict prerequisite, but registered installers are typically prioritised. Opulence may request evidence of trade credentials during the application process.

Portal Access & Account Management

No. Login credentials are personal to the approved account holder and must not be shared or transferred. You are responsible for all activity under your account.

See: Clause 3.5

• Wood burning and multi-fuel stoves — Charnwood, Jøtul, HWAM, Dik Geurts, Woodwarm, Salamander, RAIS, Stuv, Termatech, Barbas, Heta, Wiking, and more;
• Twin wall flue systems, liner kits, and full component ranges;
• Range cookers — Everhot and Lacanche;
• Outdoor living — Big Green Egg, Gozney, Traeger;
• Kiln-dried, Ready to Burn certified firewood;
• Ancillary installation products and accessories.

Yes. The portal displays real-time stock levels for Core Products. Out-of-stock items are clearly indicated. Lead times for Special Orders are confirmed at point of order.

Yes. The flue section includes category filtering and diameter selection to help you build the correct system. You can specify flue diameter to return only compatible components.

Pricing, Tiers & Confidentiality

The portal operates two pricing tiers:
• Tier A (Standard Trade) — available to all approved accounts from registration;
• Tier B (Enhanced Trade) — unlocked when your rolling 12-month net spend reaches £20,000, or immediately when a qualifying stove is added to the same basket as flue or liner products.

Tier B on flue components can be accessed on individual transactions without hitting the annual threshold — provided a stove is in the
same order.

See: Clause 10

Yes, absolutely. All portal pricing is strictly confidential — for trade purchasing purposes only. It must not be disclosed to consumers, competitors, or any third party. Breach of this is treated as material breach of your account terms.

See: Clause 4.1

Yes, but you must not engage in aggressive or predatory discounting that undermines the brand positioning of Opulence Stoves or its manufacturer partners. Opulence monitors public-facing pricing and may request justification of any pricing strategy.

See: Clause 4.2–4.3

Products — Stoves, Flue & Range Cookers

Yes. All stoves supplied by Opulence are Ecodesign 2022 compliant. It is the Customer’s responsibility to verify suitability for the specific installation, particularly in smoke control zones where additional restrictions apply.

See: Clause 6.3

Where a stove is purchased alongside flue components or a liner kit in the same transaction, the portal may apply adjusted bundle pricing. Adding a qualifying stove also unlocks Tier 2 on flue and liner items in that order. Bundle pricing applies only to the specific transaction.

See: Clause 12

Yes — Everhot and Lacanche are available through the portal. These are typically Special Orders with variable lead times. Special Orders are non-refundable and non-cancellable once placed.

See: Clause 9.2

Products — Outdoor Living & Ancillaries

Yes. The portal includes Big Green Egg, Gozney, and Traeger — premium outdoor cooking brands available to approved trade accounts.

Ordering & Payment

All trade accounts operate strictly on a pro-forma basis — payment in full is required in advance of fulfilment. No credit terms are offered.

See: Clause 7.2

Special Orders are bespoke, non-stocked, or made-to-order products. Key differences from Core Products:

• Cannot be cancelled once placed with the manufacturer;
• Non-refundable and non-returnable;
• Lead times vary and are confirmed at point of order.

See: Clause 9.2

Delivery

Delivery is restricted to the defined service area, fulfilled by Opulence’s own in-house delivery team:
• Suffolk (all postcode zones);
• Cambridgeshire;
• Selected areas of Norfolk;
• Peterborough.

Out-of-area delivery may be agreed in advance and in writing — additional charges will apply.

See: Clause 8.1

Delivery is free for all orders over £350 net. Orders below £350 net attract a £59.99 delivery fee. 

All deliveries are carried out by Opulence’s own in-house delivery team. We do not use third-party couriers or pallet networks for standard orders. This means you are dealing directly with Opulence at every stage, from order through to delivery.

No. Quoted delivery dates are estimates only and do not form part of the contract. Our team will be in contact to confirm your delivery slot in advance.

See: Clause 8.1

For palletised and large goods, delivery is kerbside. Our team will deliver as close to your premises as safely possible. You
must ensure:
• Safe, unobstructed vehicle access;
• Suitable unloading equipment or sufficient labour on site;
• Someone is present to receive the goods.

See: Clause 8.4

No. Do not schedule installation until goods have been received, inspected, and confirmed as correct and undamaged. Opulence accepts no liability for abortive contractor costs.

See: Clause 8.2

Inspect all goods at delivery. If damage is visible:
• Note it on the delivery documentation before signing;
• Refuse visibly damaged goods where possible;
• Report to Opulence within 48 hours with photographic evidence.

Claims will not be accepted where goods have been signed for as undamaged.

See: Clause 8.6

If delivery cannot be completed due to circumstances within your control — for example, inaccessible address or no one present to receive — a re-delivery charge will apply. Our team will contact you to rearrange at the earliest opportunity.

See: Clause 8.5

We hold a curated selection of our most popular stoves in our Bury St Edmunds showroom and warehouse. Many models are available for immediate delivery. For stoves not currently in stock, we order directly from the manufacturer— lead times vary by brand but we’ll always give you a clear estimate before you order, and you can track your order status in real time through your account.

If your order includes a mix of in-stock and out-of-stock items, we’ll dispatch what’s available straight away and follow up with the remainder as soon as it arrives. You won’t pay any additional delivery charge for the second shipment, and we’ll keep you updated every step of the way.

For stoves that need to be ordered from the manufacturer on your behalf, we ask for a 20% deposit at the time of ordering. This secures your order with our supplier. The remaining balance is only requested when your stove arrives with us and is ready to be dispatched — you’ll receive a secure payment link by email at that point. There’s no obligation to pay anything further until your stove is physically here and ready to go

If your stove hasn’t yet arrived from the manufacturer, please contact us and we will refund your deposit in full. Once the stove has arrived at our warehouse, cancellation may be subject to a restocking charge. We’ll always do our best to find a fair resolution — just get in touch with us directly.

You’ll receive email updates at each stage of your order. For split or multi-item orders you can also log in to your account and track each part of your order in real time, including estimated delivery dates and payment status.

Returns & Damages

Yes, within 14 days of delivery, provided goods are unused, in original undamaged packaging, and in fully resalable condition. Return carriage is at your cost. A restocking fee of up to 25% may apply.

See: Clause 9.1

No. Special Orders are non-refundable and non-returnable under any circumstances.

See: Clause 9.2

The Firewood Supply Programme

Yes. Approved trade accounts can access Opulence’s kiln-dried, Ready to Burn certified firewood for supply to their customers. All products carry Ready to Burn certification with moisture content of 20% or below.

Yes — approved trade account holders can access the Firewood Kickback Scheme, which provides a cash incentive per crate delivered to your customers. Full details of the scheme, including worked financial examples, are available in the member-only version of this FAQ, accessible once your trade account is approved.

Compliance, Regulations & Liability

The Customer and installer are solely responsible for ensuring all installations comply with Building Regulations, manufacturer guidelines, and local authority requirements.

See: Clause 14.3

Opulence’s total liability on any order is capped at the invoice value of the goods to which the claim relates. Indirect loss, loss of profit, or consequential damages are excluded.

See: Clause 15

Account Suspension & Termination

Grounds include, but are not limited to:
• Breach of pricing conduct;
• Reputational risk to Opulence or its brand partners;
• Sharing of account access;
• Misuse of the Firewood Kickback Scheme;
• Breach of manufacturer distribution agreements;
• Fraudulent activity or misrepresentation.

See: Clause 5

Portal access ceases immediately. Pending orders may be cancelled. All outstanding sums remain due and payable. Any unpaid Kickback entitlements are forfeited.

See: Clause 5.3

General

The full T&Cs; are published permanently at trade.opulencestoves.co.uk/terms-conditions and provided as a PDF at the point of application.

England and Wales. Both parties submit to the exclusive jurisdiction of English and Welsh courts.

See: Clause 22

Contact the Opulence trade team via the portal at trade.opulencestoves.co.uk or visit the showroom in Bury St Edmunds, Suffolk.

This FAQ is for guidance only. It does not constitute legal advice and does not replace the Opulence Trade Portal Terms & Conditions. In the event of conflict, the Terms prevail.