Delivery, Cancellation, Defect Reporting & Claims

Deliveries

Some areas of Scotland, Highlands & Islands, Channel Islands, Isle of Man, Cornwall & Ireland may incur additional carriage – price on application in the check out and for list of the post codes affected please Click Here

  1. We will endeavor to deliver and/or install (where applicable) goods within any delivery or installation time specified. That time is an estimate and not a term of contract. In no event whatsoever will we be liable for any delay in deliveries or installations and will not accept any invoices from the buyer.
  2. Whilst every effort is made to ensure we meet delivery terms, there may be instances beyond our control that could affect this. We shall not be held liable for such delays and any costs incurred. Orders dispatched and later cancelled due to such delays will incur charges.
  3. Please assume palletised deliveries will be made by an articulated vehicle.
  4. All parcel and palletised deliveries are kerbside only except when Delivered & Installed is the selected delivery method.
  5. Should a delivery or installation not be fulfilled, due to one of the reasons below, the buyer may arrange with us to store the goods until required and we will charge the buyer reasonable costs of storage and redelivery charges (including insurance):
    1. The Buyer Refuses/fails to take delivery of the goods.
    2. The Buyer fails to provide adequate labour and facilities for the safe unloading of the goods. For Example, if the buyer has agreed to have additional labour at the point of delivery to clear the delivery quickly as it would be a public hazard for it to be left stacked in the street and that labour is not there when we arrive, then under those circumstance we would not be able to deliver.
    3. Fails to provide adequate delivery instructions at the time of order.
  6. For D&I orders, if the fitters are unable to access the installation area, they will wait 30 minutes after which they may be required to move on. Our D&I team will call to rearrange a more convenient date; however, failed installation costs may be incurred (minimum of £55.00) and will be invoiced to the buyer. The failed cost will be confirmed to the buyer in writing.


Cancellations, Samples & Special Fabrics

  1. Sample orders can be placed as normal orders. If the buyer wishes to return the product it will be subject to our standard returns policy and charges may apply.
  2. Wood samples, metal colour references and fabric samples are available upon request.
  3. At times it may be necessary to update the internal specifications of our products and we reserve the right to make such changes.
  4. Next day order cancellations are subject to our discretion due to our dispatch process. For any changes made thereafter, we will endeavor to process these changes, however, we reserve the right to pass on any charges we may incur.
  5. Once the final specification has been agreed and your order has been confirmed for Made to Order Products, you have a further 24-hour period to make amendments to and/or cancel your order. We will endeavor to process any cancellations and/or amendments made however we reserve the right to pass on any charges we incur. In the event of delays outside of our control where we are unable to accept cancellations and/or amendments we reserve the right to pass on any charges we may incur under these circumstances.
  6. If you require a Special Fabric not offered in the e-store, for confirmation of availability and lead times please Click Here and complete the form. 
  7. No responsibility can be accepted for slight variations, which add to the features of seating or furniture including but not limited to the following: On certain leather finishes there may be shade variations and small blemishes found in the leather which are a unique characteristic of a natural material and not a defect or weakness. Scratches and marks may occur through everyday use and seat covers will mold to body shapes which is a feature of natural leathers. Natural finishes include wood veneer will change colour as they age as this is a natural process.

Defect Reporting Times & Claims

  1. It is the responsibility of the buyer to ensure all deliveries and installations, whether they are to the buyer or a third party, are fully checked for any damage or discrepancies.
  2. The buyer or third party will have 20 minutes with the driver to check all boxes and/or pallets to ensure they are complete, correct and in perfect condition. *Please note in the event a driver will not allow you to check the delivery please contact customer service immediately. 
  3. Any damages or discrepancies must be clearly signed for as such on the driver’s delivery paperwork. Failure to do so will result in any claim being rejected.
  4. Claims regarding goods that have been signed for as unchecked will be rejected.
  5. Any damages and/or discrepancies must be reported within the terms of our after-sales policies. For further details on our policies please Click Here
  6. Any claims made outside of the above terms will be managed at the after-sales department’s discretion and may be rejected.
  7. When reporting a fault, details of your original order, information on the packaging and the environment in which the product is used will be requested to support your claim.
  8. We reserve the right to supply replacement components and are under no obligation to replace complete products.
  9. We reserve the right to request photographic evidence. It is the customer’s responsibility to provide these upon request to assist in a claim.
  10. We reserve the right to investigate any claim. We may require items to be returned to us, to allow us to conduct an inspection.
  11. Faults reported without the necessary information to enable us to make a clear assessment, may be rejected.
  12. Replacement parts and/or items will be dispatched on a next day service where available. If the original order was delivered and installed, we can offer an installation for the replacement, this will be subject to delivery and installation lead times. We are not responsible for the fitting of replacement components not provided on a delivery and installed order and will not accept any invoices from the buyer relating to charges incurred through the fitting of components and/or building of replacements.
  13. Full replacements must be requested through the customer service department. Do not place separate replacement orders via the online store or with the Sales Team as this will be classed and charged as a new order and will not be linked to any claim that you may be making.
  14. If a fault is deemed to be customer abuse, not within manufacturing tolerances or caused by usage outside of warranty guidelines, any replacement components or product will be charged to the buyer without credit. If we have received goods for inspection and find no fault, the goods may be dispatched back to the customer and the buyer will be charged for any collection and redelivery costs.
  15. Any claims made outside of the above terms will be managed at the after-sales department’s discretion and may be rejected.
  16. All returns must be pre-agreed with the after sales department and a returns number obtained.
  17. Items must be disassembled and securely boxed in the original packaging, including all internal protective packaging.
  18. All boxes and pallets must have the collection note provided by after sales firmly attached.
  19. All boxes and pallets not originally ordered as delivered and installed are kerbside only for collection.
  20. Goods not securely boxed or palletised may result in a failed collection and charges may apply.
  21. Failed deliveries will be charged to the buyer. For confirmation of all charges please Click Here.
  22. Any items that are simply no longer required by the buyer can be returned to us as long as the goods comply with our returns policy. For confirmation of our policy and charges please Click Here. We reserve the right to reject returns which do not comply with our policy.
  23. Any returns that do not comply with the terms of our policy may be charged back to the buyer or rejected and will be handled at the after-sales department’s discretion.