Timber Furniture Terms & Conditions of sale for purchases made online or on the telephone
These terms and conditions do not affect your statutory rights as a customer
1. Definitions and Interpretation
The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements:
“Product(s)” means the product(s) which are listed and available for purchase, and described, on our website;
“Client”, “Buyer”, “You” and “Your” refers to you, the person accessing this website and accepting the company’s terms and conditions.
“The Company”, “Seller”, “Ourselves”, “We”, “Our” and “Us”, refers to our company Timber Furniture.
“Party” or “Parties refers to both the Client and ourselves, or either the Client or ourselves.
“Delivery date” means the date specified by the Seller when the Products are to be delivered.
“Price” means the price for the Products including carriage, packing.
“Website” refers to www.timberfurniture.co.uk
“Working Day” refers to any day of the week excluding Sunday’s and public holidays
We have made our Terms and Conditions easy to understand but we do understand that you may feel uncertain about some sections when you read them. Our team are here to help and will be more than happy to assist you with any query you may have.
If you have a query about our Terms and Conditions or do not accept them, please contact us on the following contact details:
Telephone – 01865 806 or 07383642450
Online – www.timberfurniture/contact us
Email – [email protected]
Terms and Conditions apply to when you purchase any of our products from our website or by telephone. We may amend these Terms at any time to ensure that we remain compliant with relevant laws and regulations and to ensure that we are constantly improving your experience.
All purchases made on this website are governed by these Terms & Conditions at any time although the Terms & Conditions governing any purchase will be those in effect at the date of your order. If you order goods after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each order to ensure that you understand the precise Terms & Conditions applicable to your site visit or purchase. Please read these Terms and Conditions and the documents linked to these Terms and Conditions carefully. You will need to accept these Terms and Conditions before we will accept your order.
3. Placing an order
Orders placed online are an offer to purchase made by you and may be accepted by us subject to availability. You must be 18 or over to order from us. We endeavour to display all items in our current internet range. Goods are subject to availability. In the event that we are unable to supply the item(s), we will automatically highlight this as being out of stock.
You are responsible for ensuring that the information you provide to us is correct (including your email address and delivery address for the products ordered), otherwise We may not be able to confirm your order and deliver the products to you.
We will send you as soon as possible an email to the email address you have provided to us confirming receipt of your order, your payment, your order number and personal contact details (“Order Acknowledgement”).
No order has been accepted by us until We have received payment from you or a third-party finance provider and have sent you an Order Confirmation email which will follow and is separate from the Order Acknowledgement. A contract will be formed when we accept your order in accordance with this paragraph, but you will still have the right of cancellation in accordance with our cancelation terms and/or your statutory rights.
If Your order has not been accepted or possibly delayed, we will contact you either by email or telephone explaining the reason for the order decline. This will usually be, but not limited to the following reasons:
the Product(s) are unavailable;
we cannot authorise your payment;
you are not allowed to purchase the products from us;
We are not allowed to sell the products to you;
You have ordered too many products some or all may not be in stock;
there has been a mistake on the pricing or description of the products; or
matters have arisen in respect of an application by you for credit and / or finance.
If due to technical errors in pricing and/or details incorrectly shown on our website, inability to gain authorisation on your payment or your product being unavailable from stock, we reserve the right not to accept orders.
4. Product Specifications
We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any Products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased.
Products supplied may differ slightly, therefore, from those on display or advertised online.
Majority if not all our furniture is made from natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. To care for your product do not display on direct sunlight and reapply protective applicable type and shade of wax/oil.
When You are purchasing Our furniture, You are buying pieces where varying degrees of distressing is generally applied. This is very much intended and makes each piece totally individual as designed by the manufacturers. This may involve wood splits, wood filling, knots, purpose distress/scratch marks, antiquing etc. Certain degrees of filler will be used on Our oak and mango furniture. This is common and part of the manufacturing process. Please note that Our mango items are usually of a very rustic nature and a heavy distressing is usually applied. This may appear as a dulling or rubbing effect to the waxed finish. Knotty and grainy woods are used; this is as intended by the supplier. This does not affect Your statutory rights and as such, if You believe that the condition of the Product(s) delivered to be faulty or not as described, then please read our Faulty Items section below and / or contact Our customer services team.
Leather Products are made from quality natural leather and accordingly they may not be uniform in colour or texture and may exhibit traces of natural markings such as scars and bites. Every effort is made to display as accurately as possible the colours of Our Products that appear on Our Website and in other promotional materials. We cannot guarantee however the complete accuracy of the pictures or photographs that are shown. Many conditions such as computer monitor, or screen settings and batching can affect the colouring of items in a picture. Colour shades may vary from those on a digital display due to the nature of computer-generated images.
Product ranges vary in terms of assembly required. Most premium ranges come assembled, same goes for large garden furniture that comes assembled both delivered with premium white glove delivery service. However, on occasions, to aid in delivery or to avoid damage our designers have deemed it best that certain products will need some degree of home assembly. This includes all dining tables and beds and some wardrobes, occasional tables and sofa products. Any handles e.g. for drawers and wardrobe doors may be on the inside of the drawers and doors. Please read the product details for more information on particular product. If unsure, please contact our customer service team. Our designers aim to ensure that any assembly is as straightforward as possible and that it in no way detracts from the quality or structural integrity of the Product. Unboxing and assembly varies from product to product and depends on supplier and delivery company specifications.
On rare occasions, due to extreme climate changes in shipping You may find slight swelling on doors or drawers, making them stiff to open. This will usually rectify itself within a week once the timbers adjust to their new environment and heating conditions. You may also find that simply swapping the drawers will remedy the issue. You should however contact Our customer service team to advise Us as to any such problems and We will agree with You the best and most appropriate remedy, which may include sending an independent furniture technician to inspect the item and, if You agree, effect a suitable repair. Please be aware that You are purchasing natural timber Products where slight timber movement in shipping is a possibility. Stiff drawers or doors may rectify themselves in a short period of time.
For more information on the correct care procedures for the Products, please read Our Furniture Guides and Owner’s Manual.
5. Clearance Products or Sale
From time to time We have a specifically marked section of our website marked as “clearance” or “sale”. Products purchased from this range may be products from discontinued ranges, clearance products and / or products which have been previously removed from their packaging. All of these items are otherwise new, and our clearance range does not contain any items which have been previously delivered to and returned from other customers. This does not affect your statutory rights and as such, if You believe that the condition of the items delivered to be faulty or not as described, then please contact our customer services department.
The price of the product(s) is as notified to you by our telephone sales team or as indicated on the order pages when you submit your order to purchase the product(s) on the website (as applicable). All prices are in pounds sterling and are subject to any promotional offer or discount.
If the on-line price of the goods is reduced after you have placed your order, but before you have received the goods, we will happily honour this price reduction. Please contact us.
The prices displayed on Our Website are for online purchases and promotions only and are not transferable to sales through any other means. prices relating to any online promotion are valid strictly until midnight on the day on which the promotion expires.
We take all reasonable care to ensure that the price of the product advised to you is correct. However, it is always possible that, despite our best efforts, some of the prices for the products may be incorrect. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as mispricing, we may end our contract with you, refund you any sums you have paid and require the return of the products from you.
Our pricing policy can be found on the pricing policy page of our website.
You can pay by debit or credit card, finance, or pay pal at the time of order. The price of any product is the price in place at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website will be correct; that the credit, charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your finance, credit, charge or debit card details before accepting your order.
Payment will be taken in full at the time of the order.
An additional option of consumer finance may be taken by you, subject to status. The contract shall not have been concluded until any documents that require signatures are returned and completed. We cannot be responsible for delays to your delivery date caused by the late return of signed finance agreements.
We reserve the right to accept either a discount code or cashback but will not accept both on one order. Cashback arrangements are made through an affiliate programme and are not a direct arrangement with Timber Furniture.
Please check the measurements and delivery access to Your home. It is important to check the measurements of Your Products by visiting Our Website or by calling Our customer service team. Please ensure that there is adequate doorway and stair access. We cannot accept any liability for any extra costs incurred by You as a result of incorrect or incomplete measurements or information supplied by You.
Please check that the route from the lorry to Your room of choice is safe and free from potential problems or hazards. As Our staff have not visited Your home and cannot advise whether Your Products will fit, we ask that You take reasonable steps to ensure that the Products can be successfully delivered to You. This includes making sure that the lorry can get to You and measuring any door or ceiling heights, plus twists and turns (including Your stair banister) that might cause difficulties when We deliver. Your order will typically be delivered via a large lorry, so please be sure Your property is accessible for this type of vehicle. If You think there may be an issue, please call Us prior to delivery.
It is helpful if You can be at Your home to accept the delivery, because no one knows it better than You. If You are unavailable to accept the delivery, please note that there must be someone over the age of 16 at Your property to take the delivery for You.
Please take reasonable steps to remove any internal or external tripping hazards, furniture, ornaments, wall fixtures or cables that will obstruct the route to Your room of choice. We cannot be held responsible for any damage to these items if they are not removed, unless caused by our negligence. Please note that Our drivers are not allowed to remove their shoes (for health and safety reasons) when delivering such heavy items, but they do wear paper overshoes to avoid unnecessary marks to floors and carpets. You should take care to ensure that the route is safe and accessible before the delivery team arrive. We recommend you take steps to cover floors and carpets if necessary, and where possible secure temporary coverings to avoid tripping hazards. We cannot be liable for failure to deliver due to inaccessibility or for marks, scratches or damage caused to Your property, internally or externally, unless such damage is caused by Our negligence
We are only able to deliver to addresses in the United Kingdom mainland (including mainland Northern Ireland). Delivery to certain postcodes in remote areas of uk may incur extra delivery charge which will be advised to you or might take slightly longer to deliver which will also be advised to you.
Although the majority of our products are in stock and can be delivered to you within 30 days, certain items such as some sofas may need to be delivered at a later stage due to longer lead times. We will advise you of any required lead times at the point of ordering.
For our free delivery service, the date suggested on your Order Acknowledgement is our estimated delivery date. We will be in touch with you following your order to confirm the date. If you have booked a custom delivery, the confirmed delivery date will be on your email confirmation – there is no need for us to contact you.
Although we endeavour to offer flexible delivery dates, our custom delivery is subject to availability.
Any changes made to your order might impact the delivery date. We may be unable to deliver your products on your confirmed delivery date should changes occur. If we are unable to deliver your entire order on the same day, we will deliver your order in instalments. We will not charge you for deliveries in instalments unless this is a result of your request.
If We are not able make the delivery at the pre-arranged time due to factors under your control, (e.g. the products do not fit), We may charge you failed delivery returns fees to cover Our direct costs. These are based on the size and number of items. We will not charge You failed delivery returns fees if You contact Our home delivery team to rearrange delivery of the Product(s). In such circumstances, only the redelivery fee will be payable by You.
Time of delivery is not of the essence. We will not be liable for any loss or damage suffered by you through any reasonable delay due to unforeseen circumstances.
In the unlikely event that there is an issue with your product(s) on arrival, please notify us upon becoming aware of it and our customer service team will help to resolve the matter for you as quickly as possible. Once your service case has been raised, a member of Our customer service team will look into the best way to resolve the situation and you will be contacted within two working days. Product issues are only dealt with by our customer services team. Please do not report them to our home delivery team. We will require you to provide certain information about the reported fault (including a photograph of the damage to enable us to investigate and resolve the issue. Nothing in this paragraph affects your statutory rights.
If You choose to have your products delivered to your own third-party carrier, we will not accept any responsibility or liability for any damage to your product(s) once they are out of our control. Any forwarding delivery is at your own risk.
For orders containing multiple items, the estimated delivery date (unless you paid for custom delivery) will be assigned according to the longest lead time. If multiple orders are placed for the same delivery address, these will be grouped, and the estimated delivery date will again be chosen according to the longest lead time.
The product is your responsibility from the time we deliver the product to the address you gave us; or to your own third-party carrier.
You own the product once we have received payment in full and have delivered it to you or your own third-party carrier.
Please note that we cannot facilitate the removal of any of your packaging unless otherwise advised at the time of purchase.
Cancelling before delivery, you can cancel an order by contacting us, but should you wish to cancel an order please try and can give us as much notice as possible before the arranged delivery because our products begin their journey to you as soon as the order is accepted.
Your rights to cancel where you change Your mind
If You are a consumer (i.e. not buying the product(s) in the course of your business, trade or profession), then you have the right to cancel your order within 14 days after delivery of all the product(s) you have ordered without giving any reason – the “cancellation period”.
The cancellation period will expire after 14 days from the delivery date or if you use your own third-party carrier, the date of our delivery to such third-party carrier. After this 14-day period has expired we do not accept returns of any products purchased unless faulty.
To exercise your right of cancellation, you must contact us within 14 days from delivery with your intention to return the product
If you have received the products relating to the order you wish to cancel, you must return these products to us within 14 days from the date of your cancellation. We ask that you return your products to us in their original packaging to protect the products while they travel back to us and so we can resell them. If we deem that your packaging is not appropriate for transit, we may: (a) charge you a reasonable sum to repackage the products to a sufficient standard on collection of the products; or (b) accept the products and make a deduction where the inappropriate packaging or unreasonable handling has diminished the value of the products. Nothing in this paragraph affects Your statutory rights.
Except where your products are faulty or not as described, you will have to bear the direct cost of returning any products to us. Please contact our customer service team for more details such as return address. If You would like us to collect the products from you, then you agree that we may charge you return fees based on the size of each product to cover our direct costs:
Please note the largest item will always be considered the first item and any smaller items Nothing in this paragraph affects Your statutory rights.
To meet the cancellation period deadline, it is sufficient for you to send your notice of cancellation before the cancellation period has expired. If you send us a notice of cancellation by post and / or return the product to us, we advise you keep proof of postage.
If You decide to cancel your order, We will reimburse you for all payments which we have received from you in relation to your order, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive option offered by s), less any return fees
We may make a deduction from the reimbursement for loss in value of the Products supplied up to the total price of the product, if the loss is the result of damage caused whilst the product was under your care.
We will make the reimbursement without undue delay, and no later than:
14 days after we receive back from you the Products supplied; or (if earlier), 14 days after the day you provide evidence that you have returned the products to us and we confirm that the third party courier has delivered it; or if no products were supplied to you, 14 days after the day on which we are informed about your decision to cancel the order.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the products back and confirmed the condition of the returned product.
Return of items subject to credit. The purchase of any Products on credit terms is made concurrently with a finance agreement between You and the finance company. In the event that You seek to return Products that have been purchased under a finance agreement, We will return to the finance company any and all sums advanced by the finance company in relation to their agreement with You once We have received the returned Products (if applicable) less any return fees.
Your rights where We deliver faulty Products
By law, we are required to supply products which are as described by us, fit for purpose and of satisfactory quality.
Please contact us using the contact details in section 1, to discuss a resolution including providing a repair, a replacement product, an allowance or a refund. We will ask you to provide certain information about the product in question to enable us to investigate and resolve the issue.
Any refunds made to you in respect of faulty products will be subject to us collecting the product(s) from you which we will do at our cost. We will agree a time with you to collect any faulty products. Please contact us if you would like to return your products using an alternative return method.
For more detailed information on your rights and what you should expect from us, you can visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 040506.
10. Guarantees and claims under guarantee
The provisions of this section apply in addition to Your statutory consumer rights in relation to faulty or not as described products. These rights are not affected by the guarantee.
We guarantee all products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery unless otherwise specified in the product description. In all cases we reserve the right to inspect the product and verify the fault.
These guarantees do not cover fair wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your products in failing to follow correct care procedures as outlined in the owner’s manual including the waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or loss or damage caused by a third party.
Should you agree, we will arrange to repair a defective product free of charge. Alternatively, at our sole discretion, an allowance may be made for you to arrange a local repair. We reserve the right to offer a full refund if a repair is not acceptable. If a repair is not possible or practical, we will offer you, at our discretion, a replacement or a full refund. Should a replacement no longer be available, or circumstances determined by us make a replacement impractical, it may be replaced with a part that closely matches it. We reserve the right to send out an independent third-party furniture specialist to inspect and, if you agree, repair your furniture.
11. Our liability to You
These Terms and Conditions do not exclude or limit our liability (if any) for:
Death or personal injury caused by our negligence;
Fraudulent misrepresentation; or
Any matter which it would be illegal for us to exclude or attempt to exclude our liability.
We are only liable to you for losses which you suffer as a direct result of our breach of these Terms and Conditions and which are reasonably foreseeable. We are not liable for any other losses.
We are not responsible to you for loss of earnings or any business losses that you may incur, including but not limited to lost profits, lost revenues, business interruption or lost data.
You may have other rights granted by law and these Terms and Conditions do not affect these.
Alternative Dispute Resolution
If You are not happy with how We have handled any complaint, Alternative Dispute Resolution (ADR) is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.