FURNITURE BROTHERs LIMITED STANDARD TERMS AND CONDITIONS
Company No: 09089231 (England and Wales).
Tel: 01270 314331
22a Market Street,
Your non-cancellable order
When an order is placed, we will take you through your selected products and services in detail and provide you with all the information required, including maintenance and care information. All details, items and colours will be thoroughly checked, verified and you will be asked to confirm the order. By confirming your order, you accept that the order and its contents are correct.
Completion of your order forms part of a legally binding contract, this cannot be cancelled without charge.
To place an order requires a minimum deposit to the value of 20% of the order value. Goods will remain the property of the furniture brothers limited until such time as payment is made in full.
Delivery to an address other than that of the cardholder or collection from store.
Where a payment is made by either debit or credit card we are unable to deliver to an address other than that of the card holder unless the holder is able to provide additional identification in the form of either a photo driving licence or passport. This is to prevent the use of fraudulent cards.
What if you make a mistake or wish to change your order?
Change of order prior to delivery
Amending an order is a free of charge option that is only possible within 48 hours of purchase. After 48 hours, there will be a cancellation charge of 30% for each item that you wish to change on your order.
This cost covers any charges incurred by Furniture Brothers Limited for processing, transporting, restocking and/or manufacturing costs with the suppliers.
What if it won’t fit?
Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always your final responsibility to ensure that your new furniture will fit into your home.
In cases where it is not possible to install all or selected items of furniture, we will endeavour to find a solution to exchange the order for furniture that will install more easily at a minimal charge. Cases are with dealt with on a case by case basis and at the discretion of Furniture Brothers in the hope of finding an alternative to the cancellation of the order.
Goods that are unsuitable on delivery
Furniture Brothers support our customers at the point of sale to assist you in selecting appropriate products based on information provided, followed by your verification and confirmation of the order. When an order is raised and confirmed by you the customer, the specific goods are allocated/released to our suppliers to enter manufacture. The suitability of the product is your full and complete responsibility once confirmed at the point of order. If you deem that your goods are unsuitable for any reason, your order will become subject to the rules for cancellation.
Orders placed in store from manufacturers brochures.
The following applies only to orders placed in store, by email order or by telephone, for items not inspected in store. Orders that are considered to fall under the distance selling regulations are subject to a 14 day return or exchange right. This must be requested in writing in the period immediately following the day of delivery. This period is to help you to inspect the goods and correct any wrong choices made without having the benefit of seeing the furniture prior to purchase. As such, it is not a period where you can make normal use of that furniture and impact it’s condition. Any Goods returned within this period will incur a handling charge of £50 per item.
Until returned, the furniture is under your ownership and it will be your responsibility to maintain and protect it, keeping it “as new” condition. Failure to return goods in perfect condition will result in additional charges or rejection of return. We recommend that goods are kept and returned in the appropriate packaging to minimise risk.
Return of the items to Furniture Brothers in these circumstances is the responsibility of the customer and must be returned to store. As many customers do not have access to appropriate vehicles or professional teams who can care for the product, we can offer this service subject to a charge of up to 25% of the value of each item returned, plus any claim for deterioration in condition.
Please contact store in writing should you feel that you would like to exchange or return your furniture. All initial deposits are non-refundable once the order has been placed, by placing this order you thereby agree to these conditions and are thereby in a binding contract.
Orders are not subject to cancellation without charge under any circumstances. It is often the case that most customers wishing to cancel have underlying reason for doing so that relate often to a wrong choice or other furniture related issues. As such we are will attempt to find an alternative solution including re-selection to other furniture, a change of payment method or change of combination and will help with a solution where possible.
Where we cannot reach a final, alternative solution and cancellation remains as the only option, a cancellation charge of 30% of the order value plus any delivery and re delivery costs will be forfeit or due. Any amount paid over 30% will be given to you as a credit note and can be used as part or full payment for furniture for up to 6 months after cancellation.
Service & Complaints:
Furniture Brothers are available to assist you with any issues you may encounter with your furniture. Upholstery may require service from time to time, and a fully trained technician is on hand and can rectify most issues in a single visit.
It is important to note that we often find that service can be avoided by correct care and maintenance. The majority of issues are the result of a lack of or insufficient daily maintenance, incorrect cleaning or usage outside of the manufacturers guidelines such as sitting on arms etc. Please pay special attention to care information provided at the point of sale and the simple do’s and don’ts contained within.
Our staff are available to discuss how to maintain and care for your furniture to keep it in the best possible condition.
Our warranty service relies on the accurate identification of an issue or characteristics. This means that we will require detailed information from you and that it is necessary for you to contact us when you are with the furniture and can answer questions related to it. Our process may involve you carrying out limited and simple actions to troubleshoot and rectify any minor issue.
Where in home service is then required, our aim is to provide a quick single visit solution. Based on the information provided by you we will ensure that we are prepared for the visit and will ensure that we are equipped with any parts required to rectify an issue.
I have had an accident and need a repair
If you have damaged your furniture and require service, we can offer it at low rates and will do so to all of our customers. We do not offer service on furniture supplied elsewhere. Please contact our store team to review your needs and to book a visit.
Clearance furniture is effectively ex-display furniture that has been used for demonstration in one of our retail stores. It is reduced to reflect this and will not be in new condition. All display products are sold on a sold as seen basis and are non-return.
Occasionally, delivery of goods can be delayed. This can be due to production issues, shortage of raw materials, a quality failure of components or materials or delays in shipping. In all of these cases we will endeavor to provide regular updates on progress.
If delivery is delayed or forecast to be delayed for a prolonged period, we will offer the option of re-selection to an alternative product. All delivery times provided are best estimates based on normal conditions.
All Goods ordered over the value of £300 will include a one man delivery within a 25 mile radius of Crewe town centre. For anything outside this radius or for goods ordered below £300 or for a two man delivery please email us your full delivery address for a quotation. This offer only applies to goods ordered online and in-store offers may vary. Delivery available to UK Mainland only and Delivery prices are for a doorstep service only.
What if my furniture or home is damaged during delivery?
Delivery of large and irregularly shaped furniture can be very difficult in many homes. There are often narrow doors, corridors and obstacles that restrict access and make installation difficult. Our delivery teams are trained to install your furniture successfully into your home without damage to either the furniture or your home. They will normally install it in a trouble free way and often against the odds, without incident.
There may be occasions where fragile furniture is slightly or superficially damaged during installation. This is quite common and in order to provide for it, our teams carry spares for all of the furniture being delivered. They are also trained in and carry “first aid” equipment that can resolve most delivery issues such as scuffs on leather, transit marks and creases as well as many other minor issues.
In the unlikely event that a delivery team cannot resolve an issue, it will be reported to our service team who will usually be able to resolve it quickly and easily with a technician call out to your home.
By accepting installation it is implied that you understand the risks to both the furniture and your home during installation. This means that it is your responsibility to ensure our delivery teams have easy access to your room of choice and that the route is clear and free from any obstruction. Our delivery team will exercise reasonable care when installing furniture in your property.
We do of course undertake to leave you with perfect furniture under all circumstances with respect to the information above.
At Furniture Brothers our warranties are product specific..Please see the specific guarantee materials related to your product for specifics.
Warranty on Clearance and Refurbished Furniture.
From time to time, we reduce and dispose of ex-display furniture, together with reducing and clearing customer returns and refurbished seconds.
This furniture is not sold as a new item, will not be in new condition and is reduced to varying degrees in order to reflect that. Due to these reductions and the history of this furniture, we do not offer our standard warranties on it. This does not affect your statutory rights.
None of the warranty provision that we offer covers misuse, neglect or abuse of the furniture.
Provision of warranties is for domestic end users only. Goods purchased for commercial use are covered by a statutory 12 month warranty only.
It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used.
This means that for commercial uses we cannot accept any responsibility or liability for safety standards or compliance where we have not specifically supplied safety certification in writing for use of the product in that environment.
All published offers are subject to specific terms and conditions relating to that offer. Offers cannot be combined unless specifically stated. All offers are subject to specifically published expiry dates and may only be extended at the digression of store staff.