Terms & Conditions
Terms and conditions
Online Terms & Conditions of www.oakfurniturehouse.co.uk
By using or accessing our website and /or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use or access our website or place orders.
These terms relate to sales over the Internet and by telephone for the web site www.oakfurniturehouse.co.uk Separate terms and conditions apply to purchases made by any other methods with our company.
The contract made by you on-line with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions, proposed by you.
We advise that you should not proceed with your purchase until you have read and agreed to these terms and conditions.
1. Product Specifications
1.1 All our furniture is made from quality natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our furniture you are buying handmade furniture where varying degrees of distressing is generally applied. This is very much intended and makes each piece totally individual as desired by the craftsmen. We sell only genuine rustic designs with varying degrees of distressing from piece to piece; this may involve wood splits, wood filling, knots, purpose distress/scratch marks, antiquing etc etc. Certain degrees of filler will be used on oak furniture this is common and very much part of the manufacturing process. Please note that our Indian 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.
1.2 Leather products are made from quality natural leather and accordingly they may not be uniform in colour or texture. Only the finest hides are selected but they will show natural marks and scars on the hide.
1.3 The majority of our products are sold fully assembled, however on occasions certain pieces will need minimal assembly, this has been deemed fit to protect the item in carriage. All items needing assembly will have instructions included.
1.4 We endeavour to display as accurately as possible the colours of our products that appear on the website. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and camera lighting can affect the colouring of items in a picture. Similarly natural wood colour can vary from tree to tree and an exact colour match for solid wood products cannot be guaranteed.
1.5 Made to order items are made to the specification listed on the product page. The measurements can be altered on most items, but please ask for details as the price will change by approximately 30-50%. The Mottisfont range can be ordered in a natural wax finish or painted finish. If a colour is not selected when ordering any products in the painted Mottisfont furniture then it will be made in their standard cream paint finish. The Jack & Jemima range is finished in a white paint finish. Made to order furniture (in all ranges) takes 6 to 8 weeks to finish but usually under 6 weeks. Sometimes it can take up to 10 weeks to finish the items during busier times. Please contact us if you need the item sooner than times advertised and we can quote you exact lead time.
2.1 We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please email ahead if a small change in size may deem the item unusable when it arrives.
2.2 All dimensions specified by us are approximate. In case there is a typing error or "typo" on the advert text then dimensions will supersede the original advert.
3.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.
3.2 Goods are delivered on weekdays and sometimes on weekends directly to your home address, to a room of your choice (condition apply). If you live within the UK mainland, the delivery will be free of charge for all orders over £300; however any cost of return of non-faulty items will be with the customer. We will use 2 methods of carriage which we will determine on purchase. On larger or multiple items you will receive a call from our carriers to book a convenient delivery date that suits the carriers pre allocated delivery route. However for smaller items a parcel carrier may be used, the carriers will not call you if this method is chosen, however they will leave a card for you to contact them to arrange the completion of delivery.
3.3 The prices displayed on the website are for on-line purchases and promotions only and are not transferable to sales through any other means.
3.4 The prices displayed on the website in relation to any on-line promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.
3.5 We will not be bound to honour any online listed prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a refund will be offered.
3.6: Items are subject to price change due to stock fluctuations and promotions on a regular basis. For new orders we will not refund the price difference or price match once an order has been placed. If an order is cancelled and then re-ordered to the same address an administration charge of £40.00 will be required.
4.1 You must pay by credit, charge, bank transfer or debit card at the time of order. The price of any product is the price in force 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 credit charge or debit card details before accepting your order.
4.2 Payment will be taken in full at the time of the order.
4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your valid credit card charge or debit card payment details or you have paid by bank transfer, we have accepted your on-line order and sent you confirmation of receipt of your order by return e-mail to the address you have given us during the registration procedure and on ordering and then we dispatched the goods to you.
4.4 We are entitled to refuse any order placed by you.
4.5 All credit and debit card payments are made through a secure ePayment system. No financial information is kept o stores with our company. If you purchase multiple products on different days you will have to go through the payment process again or if you place the order over the phone then we can combine your order.
5. Delivery (Free Delivery*)
5.1 We are only able to deliver online orders to you if you have a permanent address on the UK mainland and UK Isles. We offer 3 types of delivery and more information can be found in delivery section of the website. Where delivery is advertised free it, is one man to the ground floor. If you need furniture to be taken to room of choice then please select a two man delivery.
5.2 We will Endeavour to fulfil your order by the date set out in the e-mail by which we confirmed your order. Where this e-mail did not contain such a date we shall endeavour to fulfil your order within the time-scales advertised on the individual products on your order. All purchases must make allowance of 10 -20 days from date of dispatch for our carriers to fulfil the final delivery to your home.
5.3 Orders totalling less than 30kg may be dispatched by post or courier.
5.4 For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given.
5.5 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our delivery staff considers that access is unsafe then we will not deliver the goods until safe access is provided.
5.6 If you are unable, for whatever reason to take delivery of your goods on the confirmed delivery date arranged by our carrier or we are unable to deliver the goods due to there being no safe means of access to the place of delivery we shall be entitled to cancel your order and refund your payments less an aborted delivery fee of £50 levied by our carriers, the return charge of £50 per item or £100 for multiple items will also be applicable if the items are returned.
The return charge mentioned will be applicable immediately after the items have left our warehouse, i.e. if the order is cancelled after we have despatched the item but before delivery to the final destination, the return charge levied by our carriers will still be applicable.
5.7 If our carriers accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods or the value thereof. If there is any damage to the property then Delivery Company will solely be responsible as the delivery is done by external company. We will do everything possible to help you resolve the issue. It is customer’s responsibility to remove any tripping hazards, furniture, ornaments or wall fixtures that will constrict the path. Please note that our drivers are not allowed to remove their shoes due to health and safety reasons. It is the recipient’s responsibility to protect floors and carpets.
5.8 Time of delivery is not of the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of www.oakfurniturehouse.co.uk or any reasonable rescheduling of delivery.
5.9 For the details of our free delivery offer please look at the Free delivery page for full details - mainland UK only and precludes some UK postcodes (EH, DG, FK, G, KA 1-26, 29, 30, KY, ML, PA 1-19, TD AB, DD, IV 1-28, 30-32, 36, 40-49, 52-56, 63, KW 1-3, 5-14, PA 21-38, PH 1-26, 30-41, 49-50 LL, LD, SY16-20, 23-25)
5.10: Items ordered on 'Next Day Delivery' will be delivered the following working day providing your order is placed before 11am. Next Day Delivery is subject to availability and may be withdrawn from time to time when we have high demand until the backlog is cleared.
5.11: There will be a charge of £250 + VAT for the return of marble or large glass extending dining tables, which are delivered by our specialist delivery team. The item must not have been assembled as assembly of the goods is deemed as acceptance.
5.12: By assembling the goods this we deem as acceptance and the products can therefore not be returned.
6. Returns, Refunds and Your Right to Cancel
6.1 You have the statutory right to return any products you have purchased within (30) working days after the delivery for any reason (including if you simply change your mind). To do so you must notify us in writing or other durable medium (including email) within those fourteen (30) working days. You will then be entitled to a refund from us, which will be paid within thirty (30) days of your notice of cancellation. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided and delivered to you. Although your initial delivery may have been free (subsidised within the purchase price) we reserve the right to ask the customer to pay all relevant costs of return of items. The general rule is that the cost of returning items after they have been despatched will be £50 per item (mainland UK only) for return to a maximum of £100 for multiple items. Non-mainland UK / Surcharge Areas incurs higher return fees. Wardrobe return fee will be £100 as it’s delivered in more than one box. Any made to order items (see below for details of which range) do not carry the same return policy due. Bentley Design Items are made with veneer and are not solid oak. Garden furniture return will be £150 per set. Please read below for extra details of returns of made to order items. Restocking fee will be incurred in case of bed, library bookcase, sofa, etc. are returned. Coach House Items will incur a restocking fee 20% as per our Terms. If the items have been assembled then the items can’t be returned. Please note if we have offered assembly service then it’s down to customer to refuse the order before items are assembled to qualify for change of mind return.
6.2 After this 30 day period has expired we will be unable to accept returns of any items purchased unless faulty. For an item to be classified as faulty the product must be in less than perfect condition, dysfunctional or of un-merchantable quality at the time of delivery. A fault may also be classified as a defect which manifests itself within a reasonable period of time after delivery which can be attributed unanimously to a manufacturing defect or poor quality workmanship and not due to maltreatment by the customer.
6.3 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.
6.4 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 2 days of the date you receive them, or as soon as possible thereafter by emailing us. Any defects or damages must be reported to us within 2 days and we must be emailed images/photos of the damage/fault within the 2 working days and before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. We reserve the right to refuse return of items should the original packaging not be available to allow the safe return via our carriers. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non-faulty items returned will always be returned at the expense of the customer.
6.5 We will not be liable for any damage or loss resulting from repairs/installation attempted by you or third parties (in this case courier companies etc.).
6.6 The following ranges are made to order and therefore we do not offer a full refund: Mottisfont, New Court, Aquarius Collection, The One Range, Jack & Jemima, All made to order furniture Ranges. In the case where a customer would like to cancel an order that includes the Mottisfont, New Court, Aquarius Collection, The One Range, Jack & Jemima & All made to order furniture Ranges. We will refund the customer 60% of the order amount. The remaining 40% will not be refunded and will be passed on to the manufacturer as a re-stocking fee for the products.
6.7 Oak Furniture House will not be liable for any damage or loss caused by the 3rd party carriers within your property.
6.8 We will not accept any returns (including damaged items) on self-assembly items which have been assembled - please fully check your item prior to assembly
6.9 If the item is returned then packaging should be intact or we can't accept the returns. A restocking fee will be charged (which could be 20% to 40%) depending on the item. Some items like sofa etc. incur 30% incur a surcharge. Brooklyn Oak will incur a restocking fee of 40%
6.10 If there is any damage then it should be notified in 48 hours of delivery.
6.11, a, for certain orders (high value) a 50% deposit is payable. If the order is cancelled once the deposit is paid then no refund will be issued. Special order comprises of bulk orders or bespoke orders.
6.12 If the delivery has been upgraded to 2 man then the return charges will be approx. £150 to £200 or if there are over 5 pieces.
6.13 Lighting & Furnishing can differ slightly as manufacture can change and offer slight variation. For example base colour can be different to shown in the image. Return will only be offered if they are un-opened and boxed. Opus Handles (Oak) are complimentary and are subject to availability
6.14 After 30 days if an item develops a fault then we will either repair /replace or offer alternative product.
6.15 Rattan furniture is hand woven item and will be finished in different ways in different things. It won't be 100% uniform due to the nature of the product. Small variation will be expected. Please note the damage to garden furniture has to be reported to the driver or refuse the delivery
6.16 Garden Furniture on a pallet is delivered in 3 to 5 working days. Normal delivery is 10 to 20 working days. Free Cover / Parasol etc. are subject to availability and have no cash value.
6.17 If goods are returned because customers can't get it through the door then restocking fee of 20% applies along with delivery & return charges.
6.18 Mattress can only be returned if they are in original packaging. Please don't remove the packaging if you are unsure to keep the item as we can't take any mattresses back due to hygiene reasons. All Mattresses are made to order and delivery time will vary between 2 to 6 weeks.
6.19 If the goods are delivered to another carrier on behalf of customer then we must be notified in first 24 hours in case there is a problem with the good (any damaged etc. should be confirmed in writing with images).
6.20: All bookcases that require assembly will need to be assembled flat on the floor and raised into position. Allow between 70 to 150mm to the height to raise the items from a flat position to upright position.
6.21: If the Seller does not have sufficient stock to be able to deliver the goods ordered by the Buyer then any sum paid by the Buyer will be refunded or re-credited to your account and the Seller will notify you at the address given by you in your order form. The refund will be made as soon as possible and, in any event, within 30 days of your order and the Seller will not be obliged to offer any compensation for disappointment suffered.
6.22: Collection of Goods
If the customer has collected the goods either from our distribution centre/warehouse/showroom/delivery depot, they can’t be returned unless they have a manufacturing fault. The goods needs to be returned to distribution centre as they were not delivered on first place.
8.1: Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to strikes, lock outs, accidents, war, fire, reduction in or unavailability of power at the Seller’s premises or its manufacturing plant, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the party shall be entitled to a reasonable extension of its obligations.
9.1: Promotions cannot be used in conjunction with any other offer.
9.2: Specific promotions exclude orders using the interest free credit payment option.
9.3: Any promotional offer is valid for new orders only, placed within the timescale of the offer stated. No retrospective discount will be adhered to.
9.4: We reserve the right to refuse any order for any reason.
9.5: Should a partial refund be required for any reason, any promotional discount given becomes null and void and will be removed from the amount due to be refunded.
10. Privacy Protection
11. Applicable Law
11.1 We control and operate the web site from our offices within England. Accordingly the laws of England and Wales govern claims relating to, including the use of, this website and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England a and Wales will apply at all times.