General Terms Of Sale
* We are bound by UK law to provide a no quibble 7 day return policy whereby UK customers can simply return unwanted items for a refund. It is the responsibility of the customer however to foot the bill for shipping any item back to us and the cost of shipping to the customer is neither reimbursed. Not available to European customers.
* We take £50 deposits for pre-orders on out of stock, be-spoke and specially made items. A deposit is exactly that, a deposit and is non refundable should the order be cancelled. Deposits are only ever refunded for the following reasons:
(Pre-order, out of stock items) We cannot provide the item ordered or whereby it takes longer than the advertised waiting period by more than 5 weeks.
(Bespoke & Made For You Items) We Cannot provide the item ordered or whereby it takes longer than the advertised waiting period by more than 8 weeks.
* Important * when your pre-order, out of stock, bespoke item arrives we will contact you to let you know. Balance payment must then reach us within 35 days (5 weeks) of the arrival date otherwise the deposit will be held and the item released for re-sale.
* Please be aware that pre-orders and made for you items taken in December and January can take longer than the advertised period due to our factory being closed from the 18th of January to the 2nd of February due to the festive period in the country of origin.
Many out of stock and made for you items advertise a lead time of 8 to 10 weeks. It is important to understand the processes involved with these orders.
The lead time is based on an average and there are things that can slow this down including the following:
* Shipping - The shipping from our factory takes 4 weeks of the lead
time alone. We order in bulk quantities only and shipping is by sea
container. Shipping can be affected by loading delays, weather
conditions, port arrival, customs etc.
* Production - Sometimes production can be slower than normal and may be because of the availability of raw materials, public holidays etc.
* Date Of Order - We order once a month from each factory therefore the date at which you order makes a difference to the length of time an order may take.
We try our best to keep customers informed of the progress but please note it is not always possible. We advise periodic checks to review the status of your order. As part of the terms on pre-order deposits we allow a total of 5 weeks (13 in total) in order to try to deliver and should it be delayed any further customers are free to cancel and receive a full refund.
Only manufacturing defects are warranted. We do not cover any damages, chips, tears, marks etc caused by the customer either through use or installation of the product.
It is important to note that items with swivel mechanisms can sometimes be treated as fairground rides by minors! Damage to items that have been caused by 'spinning' very fast on swivel mechanisms is not covered, only manufacturing defect. We advise concise instruction of minors.
Please take note of the following points in regards warranty information:
* We are obliged to offer a replacement or repair on Warranted items.
* Wherever possible we always request digital images in order to process and assess any resulting warranty issue.
* In the event of a problem we are obliged the opportunity to correct it and we do not charge shipping or delivery costs for replacements or repairs (within 14 days) unless a) the customer is using the 7 day ecommerce ruling and returning unwanted items b) returning items without giving the opportunity of correcting reported problems or c) the customer is reporting a fault on delivery but has signed as perfect with the courier
* Outside of 14 days and the items are on a return to base warranty to be repaired or replaced.
*Please note that in the process of manufacturing acrylic and fibreglass products it is not unusual for there to be small blemishes. This is not constituted as damage due to the nature of the material as long as they do not represent a significant size by which will then deem as faulty.
* Always check that the dimensions of hallways and doorways are able to fit the products ordered. If you mis-calculate this then we are not responsible and the goods must be returned under the 7 day ruling therefore costing the customer shipping charges both ways.
* We do not take any responsibility for customers own fixings. For example a Bubble chair that hangs from a customers own ceiling fixing.
* We do not take responsibility for damage caused by the customer. Clearly marks, scratches and chips that are not on the product when it arrives are the customers responsibility.
*Pre-ordered and Made For you items are covered with the same 12 month warranty however are not covered by the 7 day ruling of return as they have been made especially. It is a customer's responsibility therefore to view an item or order samples in advance to ensure suitability.
* Due to the logistics of EU deliveries, reported problems from countries outside of the UK will be dealt with financial re-imbursement. We do not collect and return items from outside the UK. We either a) send replacement parts or b) pay compensation amount for items damaged or missing.
* Warranty is void in all cases whereby any item has been modified from its original condition.
In the event of a problem please contact our office as soon as possible.
* Important - In the case of larger items we always try to recommend 2 people are present to receive delivery. Our courier will call in most cases to arrange convenient delivery. A convenient delivery constitutes whereby the courier delivers to an adequate and accessible address where the necessary help is on hand to move the items. Please note that although many of the drivers are very helpful, their contract is to get the items to your home, not inside it.
* It is important you check the goods on arrival wherever possible. Should you sign goods as being perfect and then subsequently find a fault on delivery, this can no longer be claimed back if they have been signed for. Significantly the cost to send out a courier to collect items is very high and should damaged items not be reported then the item falls within the 7 day e-commerce ruling for returns.
* Important - If you reside outside of the EU there may be an import tax payable by the customer to the local government. Please be aware we do not take any responsibility for these costs and they are NOT included in shipping, it is tax levied by local government and we do not know what these charges may be.
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