Terms & Conditions
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 in person at our showrooms, over the Internet and over the phone with Crendon furniture outlet Ltd 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.
You should not proceed with your order until you have read and agreed to these terms and conditions.
1. PRODUCT SPECIFICATIONS
1.1 We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased. Please email or call ahead to check exact sizes or potential changes as on occasions minor adjustments may have been made by our supplier.
1.2 Products supplied may differ as a consequence from those on display or advertised. Unless agreed with you, the products supplied will be of equivalent value, functionality and appearance.
1.3 All our mattresses and furniture is made from quality Materials and accordingly appearances may vary. When you are purchasing our furniture you are buying handmade pieces.
1.4 Leather products are made from quality Leather and accordingly they may not be uniform in colour or texture.
1.5 We endeavour to display as accurately as possible the colours of our products that appear in our showrooms, on our website and other promotional materials. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and batching can affect the colouring of items in a picture.
1.6 From time to time we have a specifically marked section of our website marked as clearance ranges, when you purchase items from a clearance/discontinued range please note that this stock may not be new or boxed. The items are from a discontinued range and as such are being sold as seconds. These items may have been excessively handled so may have knocks, scratches or other defects due to being over handled. The sale price takes this into consideration.
All of our Hypnos items are classed as “seconds” and sold at clearance prices. We offer a 30 day warranty on all Hypnos items and the Hypnos 10 year warranty does NOT Apply. By purchasing our Hypnos items either in store, over the phone or online you agree to this meaning any Hypnos products with defects or faults after 30 days of delivery of goods can NOT be returned or refunded.
1.7 Crendon furniture outlet ltd the majority of our products are designed with no home assembly needed, however on occasions to aid in delivery or to avoid damage, our designers have deemed it best that certain items will need minimal home assembly. Most beds may need some minor assembly. Items needing minimal home assembly will be clearly identified in the individual item description. Crendon furniture outlet ltd suppliers have, to the best of their ability, ensured any assembly is as simple as possible and in no way detracts from the quality or structural integrity of the product. We do not unpack any of your items or assemble any of your furniture on delivery unless specifically agreed at point of sale. Our drivers operate to a strict timetable so it is important that all other deliveries that day are met on time. Please note that we cannot facilitate the removal of any of your packaging.
2.1 All dimensions specified by us are approximate due to the items being handmade and within a tolerance range.
2.2 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.
2.3 The onus is completely on the customer to ensure that the items fit through doors and passage ways before delivery, if they do not and we have to return them to the warehouse we are fully entitled to charge a £40.00 restocking fee due to staff & fuel costs for the failed delivery.
3.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.
3.2 The prices displayed on the 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, as determined by us.
3.3 We will not be bound to honour any 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.
4.1 You can pay by cash (in showrooms only), credit card 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 or in our showrooms, will be correct; that the credit card or debit card which you use is your own and that there are sufficient funds to cover the cost of any products. We reserve the right to obtain validation debit / credit card details before accepting your order.
4.2 Payment will be taken in full at the time of the order unless there is a problem with the website.
4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your debit/credit card payment details, we have accepted your order and sent you confirmation of receipt of your order by return email to the address you have given us during the registration procedure and we have dispatched the goods to you.
4.4 We are entitled to refuse any order placed by you.
4.5 We reserve the right to accept either a discount code or cash back; we are unable to accept both on one order.
4.6 We reserve the right to cancel and refund any order, at any time.
4.7 Any cancellations requested by the customer after an Invoice has been raised either on-line or in store will be subject to a 12.5% Administration Charge.
5.1 We are only able to deliver orders to you if you have a permanent address on mainland UK – Deliveries to Ireland, Scotland and Wales are subject to delivery charges, please call Customer Service for details and costs.
5.2 We will always endeavour to deliver your goods as soon as possible, but please be aware that the delivery in certain post codes or during busy periods could take longer. The date suggested on your order confirmation is our estimated delivery date. We will endeavour to deliver your furniture on or before this date. However, circumstances beyond our control may occasionally dictate that items can be delayed; this may be on route to our warehouses from overseas or on very rare occasions unavoidable issues can happen on the day of delivery.
5.3 Small orders 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. If we are unable to deliver your entire order on the same day due to unforeseen circumstances, we will deliver your order in instalments. We will not charge you for this; however, if this is at your request, we may charge you extra delivery costs. If we are late delivering one or more of the parts of your order that will not entitle you to cancel any subsequent instalments which complete the order.
5.5 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our Home Delivery Team considers that access is unsafe then we will not deliver the goods until safe access is provided.
5.6 If the customers or their representatives are not available at the time or day of delivery they should inform us at the earliest possible opportunity by telephone. Should we be requested to make a second attempt at delivery a £40 re-delivery fee will apply.
5.8 If we accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods delivered or the value thereof.
5.9 Time of delivery is not covered in these Terms & Conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay due to unforeseen circumstances outside of the reasonable control of Crendon furniture outlet ltd or any reasonable rescheduling of delivery (Our Home Delivery Team cannot offer any timed or Saturday deliveries).
5.10 In the unlikely event that there is an issue with your goods on arrival – please don’t worry; our Customer Service Team will help to resolve the matter for you as quickly and conveniently as possible. To report any issues please contact us via email only on: email@example.com
We cannot deal with any complaints on the Sales telephone number.
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 (N.B. a working day is classified as between Monday to Friday only).
Please do not report any issues to our drivers, showroom staff or Home Delivery team as our Customer Service Team are best placed to expedite the most efficient resolution.
Please report all damages within 24 hours of delivery. Please note we will require proof of the damage in the form of a photograph in order to arrange a Furniture Specialist to resolve any issues and to create a paper trail of your complaint.
5.11 Please remember that although we offer free delivery we do subsidise your delivery fees on these items, therefore if you wish to return any items we reserve the right to refund less than the original purchase price.
5.12 In the event that you choose to have your goods delivered to your own third-party carrier we will not accept any responsibility or liability for any damage to your goods after delivery or handover to your chosen agents/shippers and it will be accepted to be at your own risk.
5.14 If you decide to cancel your order after we have dispatched for delivery, but have been unable to due to any cause or circumstance beyond our reasonable control (including, but not limited to, adverse weather conditions, floods or acts of God), a return fee will apply.
5.15 The items will generally be delivered via a 3.5 tonne vehicle, so please be sure your property is accessible for this size of vehicle. If we are unable to deliver the goods due to there being no safe means of access, we reserve the right to cancel your order and refund the payments subject to our refund policy.
5.16 For orders of multiple items, the estimated delivery date 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.
5.17 Where applicable, to ensure guaranteed Christmas delivery we will contact you beforehand to arrange a date to deliver your order. If you are unable to accept this delivery date we can arrange an alternate date, but due to the complex nature of re-arranging the route, we cannot guarantee this will be prior to the Christmas holidays.
5.18 Unfortunately we are currently unable to deliver to the Isle of Wight, if this applies to you, please call our Customer Service Team immediately.
6. CANCELLATIONS AND RETURN
6.1 If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Crendon furniture outlet ltd will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
6.2 I want to cancel the order prior to dispatch: by law you are permitted to cancel your order prior to dispatch but please contact Crendon furniture outlet ltd as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
6.3 I want to cancel a custom-made order: Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
6.4 I want to return damaged or incorrectly supplied products: If the products you receive are damaged or incorrectly supplied on delivery, you should notify Crendon furniture outlet ltd within 48 hours so that we can organise collection and send you substitution without charge to you. We do not make exceptions for instances when the goods have not been opened and/or checked by the customer within the allocated time.
6.5 I have changed my mind on products I’ve received: If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform us within seven working days following the date of receipt in accordance with the Distance Selling Regulations., You should be advised that Crendon furniture oultlet ltd cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
7. CUSTOMER ORGANISED RETURNS
7.1 If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis, but examples include:
7.2 Returned products are damaged in transit: If products on return are lost or damaged in transit, we reserve the right to seek direct costs from you.
7.3 Returned products are not suitable for resale: On receipt of the returned goods, Crendon furniture outlet ltd will inspect and assess the suitability of products for re-sale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.
Please note, Crendon furniture outlet ltd will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance.
8.1 If you cancel your order in any of the circumstances set out above, we will refund any money paid by you as soon as possible but within 30 days. Products, which have been delivered to you, must be returned to us. If you do not we will seek payment for the direct cost.
In the case you receive damaged or incorrectly supplied goods, we will offer you a replacement product or substitute of equal or higher value. In the event you are not happy with the substitute, we will collect the product at cost to us and you are still within your rights to request a refund.
8.2 Any refunds (including the cost of delivery) given by us will be made to the debit/credit card account provided when you placed your order as soon as possible but within 30 days. Should a dispute arise with Crendon furniture outlet ltd pursuing you for direct costs, by law we will NOT charge/debit your payment card without appropriate authorization. The company will charge a £65 re-stocking fee in cases where Crendon furniture outlet ltd has to make a collection of the goods.
9.1 If for any reason you wish to lodge a complaint please email: firstname.lastname@example.org or by letter to Crendon furniture outlet ltd, Unit 8 Jefferson Way, Thame, Oxfordshire OX9 3SZ. We will endeavour to acknowledge your complaint within three working days. Please mark your correspondence or use subject header ‘Complaint’.