OUR CONTRACT WITH YOU
- Furniture and Mirror is owned and operated by Furniture and Mirror Ltd (‘Furniture and Mirror Ltd’, ‘we’, ‘us’ or ‘our’). Our registered postal address is Furniture and Mirror Ltd, 21 Oakmont Drive, Waterlooville, PO8 8TH.
- These terms relate to orders made in any of our stores, online or by phone.
- The contract made by you 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 no less than two working days prior to delivery to check exact sizes or potential ornamental changes as on occasions minor adjustments may have been made by our supplier.
1.2 All our furniture is made from 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 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. Our rustic designs display varying degrees of distressing from piece to piece; 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.
1.3 Leather products are made from either quality natural leather, bycast leather or bonded and accordingly they may not be uniform in colour or texture and may exhibit traces of natural markings such as scars and bites. All of our 100% leather products conform to BS EN2870.
1.4 Every effort is made to display as accurately as possible the colours of our products that appear in our stores, 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 your monitor or screen settings and batching can affect the colouring of items in a picture.
1.5 From time to time we have a specifically marked section of our website marked as clearance / discontinued ranges / end-of-line items . When you purchase items from a clearance/discontinued range please note that this stock is sold as seen. The items are from a discontinued range and as such are being sold as unused 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.
1.6 Most of our products do not require any home assembly, however on occasions, to aid in delivery or to avoid damage, the designers have deemed it best that certain items will need a small amount of home assembly. This includes all dining tables, beds, wardrobes and some desks. Any handles e.g. for drawers and wardrobe doors may be on the inside of the drawers and doors. Items needing home assembly will be done so by our in-house team. The designers 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. We ensure the unboxing of your items or assembly of your furniture prior to delivery. As our drivers operate to a strict timetable it is important that any other deliveries that day are met on time. We will facilitate the removal of any of your packaging. 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, or minor alterations made by the supplier. Please contact us at least 48 hours before your delivery date if a small change in size may deem the item unsuitable.
1.7 Your solid hardwood furniture will require nourishing via treating with wax or oil periodically when the surface no longer feel smooth and feels rough or dry. Ensure that you wax /oil the whole item, not just the top and repeat periodically as required. Please be aware modern home heating may accelerate the drying process of your furniture. Failure to treat your wood furniture as instructed can result in problems that may not be covered by your warranty.
2.1 We always try to be as accurate as possible, however measurements specified by us are always approximate. All our products are handmade and so no two products will ever be identical. Please contact us no less than 2 working days prior to delivery if minor changes to dimensions are going to be a problem.
2.2 The onus is on the customer to ensure that any items they may order will fit into the spaces required in their rooms. Maximum dimensions are stated on our website and on each individual furniture item in our showrooms. Where the said item is too large or unsuitable and needs to be returned or exchanged, a collection/handling/restocking charge may be charged as necessary.
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 guidelines only. 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 full refund will be offered if applicable.
3.3 In the event that accounting errors occur on invoicing, we expect the total for the individual line items for all pieces ordered to be paid in full prior to delivery.
4.1 You can pay by cash (in stores only), credit, charge or debit card 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 or in our stores, 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 A minimum of 10% deposit will be required at the time of the order. Payment will be taken in full prior to delivery.
4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your valid credit, charge, debit card payment details or cash, we have accepted your order and sent you confirmation of receipt of your order by post to the address you have given us during the order 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 cancel and refund any order, at any time.
5.1 The cost of large furniture items (where stated) includes free express delivery to a 60+ mile radius of our warehouse within seven days to advised two hour delivery time slot. The delivery of orders of other items and/or to other locations, including worldwide delivery if necessary, is available subject to prior agreement and costings.
5.2 We will always try to deliver your goods on the date and time given, but please be aware that the delivery to certain postcodes or during busy periods or other circumstances beyond our control may occasionally dictate that items can be delayed on route.
5.3 All items will be unboxed and checked prior to delivery. All items will be despatched wrapped in blankets and generally using our own vehicles and in-house delivery staff where possible – and certain items will need to be assembled on site by our staff. The exception to this is for long distance and international orders, that will be fulfilled via a nominated courier company and need to be unpacked accordingly and assembled at cost to you.
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 delivery staff consider that access is unsafe, then we will not deliver the goods until safe access is provided.
5.6 Any changes to delivery should be requested at least 48 hours of the original delivery time. We will always endeavour to accommodate where possible, but for any changes requested within 48 hours, may occur a delay of up to seven days.
5.7 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. We do not pay compensation beyond these limits.
5.8 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 our control or any reasonable rescheduling of delivery.
5.9 In the unlikely event that there is an issue with your goods on arrival – please don’t worry; our staff will help to resolve the matter for you as quickly and conveniently as possible. To report any issues please use any of the 3 easy ways to contact us:
- Online – The best and easiest way to highlight an issue is by visiting our Contact page and making direct contact with us.
- Email – Contact us via email at [email protected]
- Telephone – If you do not have the means to contact us in either of the above formats please call us on 01243 783960.
Please note we may require proof of the damage or defects and the Manufacturer’s white Quality Control S/C product label (often on rear of item) via photographs submitted by email to help resolve any issues quickly.
5.10 Subject to the terms and conditions stated above, we will deliver your goods free of charge, however if you wish to return any items within 14 days, we reserve the right to deduct a handling and collection charge from the original purchase price.
5.11 In the event that you may 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 once they are out of our control. Any forwarding delivery is at your own risk.
5.12 Goods are delivered on weekdays directly to your home address. If you live within the UK mainland (some postcode restrictions apply), the delivery will be free of charge (where stated). We will use one of three methods of carriage which we will determined prior to dispatch and agreed with you in advance; 1. Our own in house delivery team (for the vast majority of deliveries). 2. Third-party couriers. 3. Pallet deliveries may also be used for long distance deliveries or at your request. Please note, where pallet deliveries are agreed, this is to kerb side only.
5.13 If you decide to cancel your order less than 2 working days prior to delivery, or we have been unable to deliver due to any cause or circumstance beyond our reasonable control (including, but not limited to, adverse weather conditions, floods or acts of God), and you subsequently cancel your order, return or cancellation fees may apply.
5.14 The items will generally be delivered one of our 3.5 tonne vehicles, so please be sure your property is accessible for this size of truck. 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 and returns policy where fees may apply.
5.15 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.
6. RETURNS, REFUNDS AND YOUR RIGHT TO CANCEL
6.1 You have the right to cancel your order within 14 days if purchased online or by phone. You must contact us within that time frame with your intention to return the item and the item must be unused and in any originally supplied packaging. We request that if you open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Items returned under our 14 day money back guarantee for online or telephone orders will be subject to handling and collection fees. Please do not return items without prior authorisation. Any goods found to be damaged on return may be subject to restoration costs. Any sofas, armchairs, mattresses or bespoke items are excluded from our 14 day money back guarantee as they are made to order and for hygiene reasons according to Consumer Protection (Distance Selling) Regulations 2000.
6.2 After a 14 day period for products purchased online or by phone has expired we do not accept returns of any items purchased unless faulty or by agreement at our discretion.
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 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties not instructed by us.
6.5 All items of furniture are purchased as individual items and as such we will only refund/or replace any items which are defective or damaged. You are not entitled to reject other items purchased together with the damage or defective items. In the event that replacement items are not available we will refund you the purchase price or offer a similar item from another range which we believe complements the other items you have purchased. Should you have a faulty product from a range no longer available this will not entitle any other non-faulty items to be returned.
6.6 Where an alternative carrier service is used (being outside the normal free delivery methods provided by Furniture and Mirror) and paid for by you – the delivery charge will not form part of your refund should your item be damaged in transit, be classed as a manufacturing fault or be rejected under the 14 days if purchased online or by phone.
Returns and Refund Enquiries: Please note if any items are damaged or faulty please call us on 01243 783960 or email at [email protected] to report this matter. So that we can better understand the issue you are experiencing, it is important that we see digital images of the affected item and another of the Manufacturer’s white Quality Control S/C product label. These images can be uploaded in the first contact section of our website or emailed to us. Return of non-faulty items will always be at your expense.
Refunds: Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund will be authorised only after a full inspection of the goods by us to check for completeness and correct product return. You will be refunded the full invoice amount, less cost of return and/or handling fees if applicable. If you are unable, for whatever reason, to facilitate collection of your goods on the confirmed date arranged, you must inform us at least 5 working days prior to the original agreed collection date so that another date can be booked. If, through no fault of our own, we cannot gain access on the date agreed, redelivery, return or cancellation fees may apply.
6.7 As much as we try to accurately represent the items by photographs, it is always advisable to see the furniture in person when possible. Where customer purchases over telephone without prior visits to one of our branches, we reserve the right to charge for collection and handling if the customer requires a refund within 14 days from delivery unless the goods are faulty or defective.
6.8 Any refunds made to you whether in respect of our 14 days guarantee (if purchased online or by phone), delayed, defected item or otherwise will be subject to first having either enabled us to collect the item(s) or you returning the item(s) to Furniture and Mirror Ltd, Units 5-6 Terminus Mill, Terminus Road, Chichester PO19 8UN.
7. GUARANTEES AND CLAIMS UNDER GUARANTEE
7.1 The provisions of this clause 7 and clause 8 apply in addition to your statutory consumer rights in relation to faulty or incorrectly-described products. These rights are not affected by the guarantee.
7.2 The guarantor is Furniture and Mirror Ltd. Our registered postal address is Furniture and Mirror Ltd, 21 Oakmont Drive, Waterlooville, PO8 8TH. Telephone 01243 783960.
7.3 We guarantee all products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all cases we reserve the right to inspect the product and verify the fault.
7.4 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 goods in failing to follow correct care procedures as outlined in our After Care Instructions, including the oiling and 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.
7.5 We will arrange to repair a defective item 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 accepted by you. 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 repair furniture where a customer claims there is a merchandise issue. The Specialists are experts in their field and are sent to determine the nature of any issues. We reserve the right for the Specialist to repair the item being inspected. In all cases this is to help resolve a merchandise issue to leave you with goods that are fit for purpose.
7.6 If a refund is given under the terms of the 12 month guarantee, we reserve the right to deduct from the refund a reasonable amount in line with the amount of use you have had from the product, prior to reporting the fault.
8. SITE CONTENT AND DISCLAIMERS
8.1 Every effort is made to ensure the complete accuracy of our website, however some prices/details contained on the website may change from time to time and it is possible that errors will occur. We will use our best endeavours to rectify any errors, as swiftly as possible but we cannot be responsible for any losses incurred. All prices will be considered final on the invoice issued.
8.2 To the maximum extent permissible by law, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on our website. We cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon the information contained on it.
8.3 Our website is owned and operated by Furniture and Mirror Ltd (‘Furniture and Mirror Ltd,’ ‘we’ or ‘us’ ‘our’), whose registered number is 8822629 and VAT registration number is GB 459 6550 08.
Any material downloaded or otherwise obtained through the use of our website is done at your own discretion and risk and on the understanding that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.
9. DATA PROTECTION
9.1 Furniture and Mirror Ltd is a registered Data Controller in accordance with the Data Protection Act 1998 (“The Act”) and seeks to comply with: (i) UK and EU law; and (ii) with the General Data Protection Regulation (“GDPR”).
9.2 We process your personal data in accordance with both The Act and GDPR.
9.3 Furniture and Mirror Ltd is registered with the Information Commissioner’s Office (“ICO”) under The Act.
10. APPLICABLE LAW
10.1 We control and operate our website and stores from our offices within England. Accordingly the laws of England and Wales govern claims relating to them, including the use of our website and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between us and you that the laws of England and Wales apply at all times.
* For more information on the correct care procedures please see the After Care Instructions section of the website.