It is the responsibility of the BUYER to measure furniture goods before ordering ensuring they can be delivered through doorways and into the room of choice. The SELLER is not required to take special orders into stock that cannot be delivered into the BUYER’S room of choice. In such circumstances the SELLER would leave goods in another room. If windows are to be removed this is the responsibility of the BUYER and must be arranged prior to delivery of the goods. Should the BUYER have any reservations regarding sizes and access for delivery it is their responsibility to raise these issues at point of ordering.
Upon placing an order for ‘made to order goods’ the BUYER must pay for the goods in full or leave a 50% deposit. The remaining balance outstanding will then need to be paid in full at the latest 1 day before delivery or on collection of the goods. It is the BUYERS responsibility to ensure that the goods are paid for in full prior to delivery, if not this could result in a delivery date being rescheduled.
Upon placing an order for ‘items from stock/clearance goods’ the BUYER must pay for the goods in full at point of order. The delivery of these goods should be arranged within 7 days or can be stored, with prior agreement from the SELLER, until required. Charges may be incurred by the BUYER should the goods be in storage for longer than agreed.
Accepted methods of payment are: Credit or Debit card (excluding AMEX), cash, building society cheque.
Delivery and lead times quoted by the SELLER to the BUYER must be taken as an approximate estimation. The SELLER is very much governed by manufacturing times and logistical issues. Where ever possible the SELLER will endeavour to make contact with the customer within the specified lead time quoted to either make suitable delivery arrangements or inform of any reason for delays. Any circumstances beyond the SELLERS control that make it impossible for the SELLER to fulfil its obligations with regards to lead times are not circumstances entitling the BUYER to cancel the contract.
The SELLER is not responsible for the reimbursement of costs or damages of any nature that are incurred by longer than expected delivery times.
On occasion the SELLER may be able to offer loan furniture whilst the BUYER is awaiting delivery of their goods. In these cases the SELLER would expect the goods to be returned in the same condition as delivered out.
Where the BUYER chooses from fabric, leather and wood samples in store it is on the acceptance that all materials come with manufacturing tolerances, manufacturing marks and/ or natural blemishes. These will not be deemed as faulty.
Delivery is normally free within a 25-mile radius of the showroom. An extra charge may be applied to deliveries exceeding the 25 mile radius, these will either be delivered by our own delivery team or we may enlist the services of a carrier, should this be the case charges will be outlined during the buying process. Collections can be made from the SELLERS warehouse by prior arrangement).
Due to the nature of the SELLERS commitment to deliver and assemble many different items of furniture into different types of homes it is impossible to give an exact time for delivery. The SELLER can usually offer a specific date and then an indication of AM or PM. On occasion where the BUYER has previously arranged this date and the SELLER has attempted to deliver and no-one is at home, the seller reserves the right to make further delivery charges to re-deliver the goods.
Uneven floors may cause furniture to sit out of alignment necessitating the use of packing wedges to level some of the larger items. Whilst every effort is made by the SELLER to level the furniture, this cannot be guaranteed on uneven floors. The SELLER cannot undertake fixing products to walls or undertake joinery or electrical work. Our furniture is free standing and not fitted.
It is the BUYERS responsibility to protect and cover any flooring areas in preparation for delivery of their furniture, due to health and safety reasons our delivery team cannot remove their safety footwear. Please also ensure that pictures, ornaments and other obstacles are temporarily removed to enable a swift delivery and installation of your new goods. It is also the BUYERS responsibility to use suitable products to act as a buffer between furniture and flooring once in situ.
It is essential that the BUYER checks all furniture goods and reports any defects in quality or condition to the SELLER within 24 hours of receiving the goods (see after sales & customer service). The size and specification of all products will have a tolerance and comfort and size may vary slightly. When dealing with new upholstery or mattresses, settlement of fillings known as ‘hollowing’ is quite normal, by rotating, changing and turning (where applicable) these components, gradually all the fillings will compress to an even level. This should not be taken as a sign of ‘failing’ materials.
REMOVING OLD FURNITURE
There are a number of local charities that would be grateful of your tired older furniture and they will usually collect it for free. Kings Church Furniture and The British Heart Foundation being some of them. However if this is not an option for you when we bring your new goods we can offer to dispose of your old furniture but unfortunately we do have to charge for this service. Contact our sales team for a price on 0191 232 4018 to prior arrange this.
CANCELLATION, REFUNDS AND RETURNS
Goods purchased in store
In accordance with the Consumer Rights Act, should you place your order in store and then change your mind we will allow you up to 7 days, from date of order, to either cancel or amend your order. Excluded from this are ‘Special Orders’ where we have instructed our suppliers to make the goods in your chosen fabric, design, wood colour, size etc. It is not possible to cancel these orders once our supplier has been instructed. This is due to the bespoke nature of these products.
Goods purchased in store from stock/clearance items
If you purchase an item or items from stock or clearance items and you simply change your mind, you may cancel your order any time prior to delivery.
GOODS PURCHASED ONLINE
If goods are bought on-line or over the phone where you have not had opportunity to inspect or view the goods in store and you simply change your mind, you have the right to cancel the goods any time between date of order and up to 14 days after delivery of the goods. This is in accordance with the Consumer Contracts Regulations. Should you wish to return the goods it would be at your expense and it is your responsibility to take good care of the goods and return them in their original packaging to our warehouse address in Darlington. We recognise that some customers may not have the means to do this so we can arrange a collection on your behalf, charges for this will be in line with current carrier costs, these costs will be made clear prior to collection and full payment of these costs will be expected before collection takes place.
Until the goods are received back at our premises the goods belong to you the BUYER therefore you are liable for any loss or damage.
Bespoke, special offer or bulk orders are not subject to the 14 day return policy as these items will have been ordered and made up to your specific bespoke requirements. Should you place an order necessitating a specific size, style, cover, colour and we enlist our supplier to make this for you this will also fall outside of the 14 day return policy due to its bespoke nature.
Due to their intimate nature and for hygiene reasons, divan sets, mattresses, pillows and mattress protectors cannot be returned or cancelled, unless in accordance with your legal rights (i.e. confirmed defective by us).
CANCELLATION BY US
We reserve the right to cancel any order if:
We have insufficient stock to fulfil your request
We are unable to deliver to your area
One or more of the items ordered was priced incorrectly in store or on our website
Your payment transaction has not been authorised
If we do cancel your order we will contact you either by phone, email or by letter to inform you of our decision. We will refund any monies due but will not be obliged to offer any compensation for disappointment suffered.
Any refunds due will be paid back using the same method as your original payment, these will need to be authorised by a senior staff member and will be processed within 7 days. For card refunds this will require THE BUYER returning to the sore with the original payment card. If his is not possible we will issue a company cheque within 7 days.
AFTER SALES & CUSTOMER SERVICE ISSUES
We are always here to help, if for any reason you are not happy with your goods please contact us immediately, our after sales team are on hand to help during the week but should you need to call at a weekend we can take your details and pass them on when the service team are back at work. Alternatively you could email our Customer Service Manager, with photographs, your sales order number, name & address and a brief description of the issue and you will then be contacted by return.
SITE CONTENTS AND DISCLAIMERS
Every effort is made to ensure that the contents of our website are accurate however prices, sizes and details may change from time to time and it is possible that errors may occur. We will endeavour to rectify these errors as soon as possible but we cannot be responsible for any losses incurred.