Terms and Conditions

1. General

1:1 These terms and conditions apply to all orders placed online at https://www.ownfurniture.co.uk and by email. By placing an order with Own Furniture you are accepting to abide by these conditions. Please read them carefully and contact our Customer Service team if you have any questions.

1:2 If you do not wish to comply with these terms and conditions, then you should not place an order.

1:3 Please note that these terms and conditions do not affect your statutory rights.

2. Orders – Forming a contract with us

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. If we accept your order, we will e-mail you again to confirm a contract has been formed between us. If there are any errors on your email confirmation you must inform us as soon as possible.

2:2 All orders are subject to acceptance. All details supplied to Own Furniture must be true and accurate.

2:3 If there are any problems with your order, we will endeavour to contact you as soon at our earliest convenience.

2:4 All images displayed are indications of the product. Please note that some items may have small variations in ticking and colour.

2:5 To place an order with us please follow the step by step guide on our website or contact our Sales Team who will assist you. 

2:6 To place an order with us, you must be a UK resident and aged 18 years or older.

3. Errors

3:1 In the event that any product is displayed with an inaccurate price we have the right to withdraw the offer and cancel the order prior to a binding contract being formed (please see section 2.1 for order contract information).

3:2 Any errors that have been made in the description of our products will be rectified as soon as possible.

4. Price and Payment

4:1 Prices displayed on our website are inclusive of VAT at the UK standard rate of 20%.

4:2 The total price payable, for all items ordered, will be debited, from the account provided, at the time that the order is placed, once a contract has been formed (see section 2.1 for order contract information).

4.3 We can only accept payments from U.K registered accounts.

4:4 We accept most major credit/debit cards including Visa, Delta, MasterCard and Switch and we use a secure payment method.

4:5 You must confirm that the credit or debit card being used is registered to you in order to purchase product(s) on our website or over the telephone.

4:6 All billing information given must match the billing information held by the card issuer i.e your bank/building society. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.

4:7 All credit/debit card holders are subject to validation checks and authorisation by the card issuer and the merchant bank. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, without prejudice to clause 12, we shall be permitted to cancel our contract with you.

4:8 Own Furniture do not store credit card details nor do we share customer details with any 3rd parties.

5. Availability of Goods

5:1 All products and services are subject to availability and may be withdrawn at any time.

5:2 Any goods that we are unable to supply will be refunded in full or the monies can be used for an alternative product.

5:3 Any items that are not in stock have a lead time. This lead time is an estimated time, in days, supplied to us by the manufacturer of the goods. The manufacturer aims to supply us with the goods within this time; however, this is not always possible. Where there are delays, we will aim to notify you as soon as we are notified of the said delay.

6. Made to measure items

6:1 These are goods that are not stock items and are made to your specific requirements, e.g. special sizes or items that are made to non-standard specifications. It is important that you are happy with the items that you are purchasing as they are non-returnable and non-refundable (unless they are faulty or misdescribed).

6:2 Once the items have been made and/or dispatched to us you will then be unable to cancel this order and will not be entitled to any refund (unless the product has a manufacturing fault or was misdescribed).

7. Deliveries (next day service is subject to availability and terms*)

7:1 Please check your items to ensure that they appear intact before signing for them.

7:2 Notifications of claims – if your goods are damaged when you receive them, please note this on the delivery sheet and refuse the item/s. Please contact our customer services team to notify us of any problem within 14 days of delivery.

7:3 If you do sign for goods and later discover them to be damaged, please contact our customer services team as soon as possible and within 14 days of delivery. We will require photographic evidence of the damage before action can be taken.

7:4 Shortages – it is your responsibility to sign for the correct number of packages shown on the delivery sheet. Please note any shortages and contact our customer services team. Please refuse any incorrect items and mark the delivery sheet as incorrect items. Please contact customer services thereafter.

7:5 Please note that the goods will be dispatched after an order confirmation email has been sent to you. Any cancellations of items after dispatch may incur a fee.

7:6 Please ensure that your property is directly accessible for a vehicle which is approximately the size of a fire engine. If there is no direct access for our delivery drivers, or the access is restricted for parking, the delivery may not be made and you will be responsible for the associated carriage charges.

7:7 Own Furniture cannot cover any losses arising from failed, incomplete or damaged deliveries.

7:A National deliveries (Mainland UK) (One Man).

7:A:1 We use a carrier service for our national deliveries. Whilst they aim to deliver between the specified times on the selected delivery date, we cannot guarantee this. Own Furniture are unable to cover any loss of earnings, loss of profits, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of or damage to goodwill, loss of use or any indirect or consequential loss for these occasions but will do our best to get your goods to you as soon as possible.

7:A:2 The delivery team will consist of one person (unless a two-person service has been specified and paid for) who will deliver the item(s) to the first accessible ground floor door of the premises. The delivery person will not take items up steps to get to this door and is not insured to take any items into your property.

7:A:3 With larger items the driver may require some assistance to offload the items.

7:A:4 Please note the driver cannot call before delivery.

7:B National Two Man deliveries.

7:B:1 Any deliveries which will be carried out by a two-person team will not be available as part of the  next day delivery service.

7:B:2 Once you have placed your order, you may select a delivery date from the date picker should the item(s) be in stock. This is an all-day service, but the carrier will send an SMS text message (where a mobile number is provided) to advise you of the time slot, AM or PM.

7:B:3 The two-person delivery team will take the item to the room of your choice.

7:B:4 Where the item(s) is to be delivered by a two-person delivery team, the customer is required to pay an administration fee of £45.00 in the event that the customer requests a change to the delivery date.

8. Failed delivery attempt

8:1 Please do not dispose of your existing items until you have received the item(s) you have ordered. There are rare occasions where we may be unable to make the delivery to you on the agreed date and as such advise that you refrain from disposing of any of the items that you are replacing until you have your items have been delivered and you have had the opportunity to check your items.

8:2 Although at Own Furniture we always strive to deliver within the agreed dates and times, we do occasionally come up against problems that can make this impossible. In the event that we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and make alternative arrangements. Please be aware that, where we use a carrier, we are not always able to control the delivery process and have to rely on the information that we are given. Please be patient with us and we will do our very best to assist you.

8:3 If you have supplied incorrect delivery details, we will do our best to get your items to you as soon as possible (once we have the correct information). There will be an extra charge for delivering the items to an alternative address (see section 9).

8:4 Please note that we cannot be held responsible for any losses arising from a late or failed delivery.

9. Amending deliveries (excluding two man deliveries)

9:1 Any amendments to date/addresses before the item has been dispatched from us will not incur any charges

9:2 Amendments to date/addresses after the items have been dispatched from us but before the delivery has been made may incur an additional fee (this may effect the delivery date)

9:3 Amendments to date/addresses after a delivery attempt has been made may incur a failed delivery fee (this may affect the delivery date)

9:4 Failed delivery attempts, due to no one being at the property will incur a failed delivery fee for subsequent redelivery attempts (not guaranteed to be on the same day)

9:5 Failed delivery attempts, due to customer supplying incorrect information will incur a failed delivery fee for subsequent redelivery attempts (not guaranteed to be on the same day)

9:6 Two-man deliveries are pre-booked and amendments to date/addresses can be made for free up until the goods are collected for dispatch (usually around 3 working days before delivery). After the goods have been collected for dispatch, a £45 fee will be chargeable.

10. Risk

10:1 We recommend that there is a responsible adult to accept delivery of any goods and to sign for these goods on delivery. If you require the goods to be left without a signature, Own Furniture does not accept liability any theft or damage related to your goods. The goods will be left at your own risk and will only be left if there is a signed and dated note, with the customer’s permission, for the driver to take. We do not recommend that your goods are left outside, due to threat of damage or theft.

10:2 Once delivery has been completed; it is the customer’s responsibility to take reasonable care of the items.

11. Faulty Items

11:1 If your item develops a fault, we will deal with your complaint in accordance with your rights under the Sales of Goods Act 1979. You will also be supplied with a warranty/guarantee, which is in addition to your statutory rights.

12. Cancellation/Returns

12:1 Please check your goods on delivery to ensure that the packing is intact and all items appear to be in good condition before you sign for them. If you find your goods to be faulty, damaged or incorrect please refuse the items and contact Customer Services as soon as possible. If you find that your goods are damaged after you have taken delivery please notify us as soon as possible. We ask that you inspect your goods within a reasonable time scale and prior to them being transported anywhere else.

12:2 If you are not satisfied with your purchase for any other reason (excluding manufacturing faults or misdescribed products) and report this, in writing, within 14 days, from the date of delivery, you will be given the option to return the product to us for a refund or exchange. You must ensure that the goods are adequately packed and it is your responsibility to return the product to us and to cover any associated costs of return (please include your reference number and name on any returns). If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from you. This policy does not affect your legal rights. This policy excludes made to measure items (items made to the consumer’s specification) (see section 6).

12:3 Prior to returning any goods you must inform Customer Services of your intention to return the goods (within 14 days of receipt of the good). If you do not return the goods within 21 days of receiving, we will arrange to collect the item and deduct the carriage charge from your refund. If you refuse to release any goods that you have claimed a refund for, Own Furniture will take legal action against you to recover the good(s).

12:4 Our warehouse is open for returns Monday – Friday between the times of 10am and 3pm. Please note that deliveries into Own Furniture will not be accepted outside of the aforementioned hours. Own Furniture does not accept responsibility for failed deliveries made outside of the aforementioned times or losses/damage arising from the actions of your carrier.

12:5 Upon receipt of the goods, we will contact you and will arrange a refund or exchange. Please note that refunds may take up to 14 days to process.

12:6 If you are unable to arrange your own carriage, we will arrange this on your behalf. Collections from customers are available Monday – Friday and are take place between the hours of 8am and 6pm. The drivers cannot call before collection and we cannot provide a narrower time window. The charge for collection will vary depending on the size of items and location. Please ask a member of staff for the associated costs. Own Furniture cannot be responsible for failed or delayed collections.

12:7 Should you wish to cancel your order or return your goods due to a manufacturing fault, once the fault has been confirmed by the manufacturer, we will be happy to carry the associated carriage costs and make the necessary arrangements. However, we reserve the right to decide whether a small fault is repairable and therefore does not warrant a faulty return. The manufacturers decision on a fault is final.