Make your house a home with Norwich Furniture
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Terms of Sale - Norwich Furniture
These are the terms and conditions which are applied to products and services that Norwich Furniture supplies.
Please read fully these terms and conditions and make sure that you understand them, before ordering any furniture from our website.
You should understand that by ordering any of our furniture or related products, you agree to be bound by these terms and conditions we have set out.
Your attention is drawn in particular to the provisions of the Liability clause we have included in our terms.
We intend to reply upon these terms and conditions and any documents (such as the Order Confirmation) expressly referred to in the terms and conditions in relation to the subject matter of any contract formed between us in accordance with clauses below.
Please make sure you ask for any variations from these terms and conditions to be confirmed in writing.
Please acknowledge that if you are unable to accept these terms and conditions, you will not be able to order any furniture from Norwich Furniture.
Information about us
Norwich Furniture is a trading name of Norwich Furniture & Interiors Ltd and is registered in the UK under company number 11275585 with a Registered Address of: 33 Valpy Avenue, Norwich, Norfolk, United Kingdom, NR3 2EN.
By placing an order through our site, you warrant that: you are legally capable of entering into binding contracts; and you are at least 18 years old;
How the contract is formed between you and us Norwich Furniture.
Your order constitutes an offer to us to buy furniture and services linked to buying goods or services (“Order”). All orders are subject to acceptance by us, which we are free to accept or decline at our absolute discretion.
We will confirm our acceptance of your order by sending you an e-mail or SMS text confirming our acceptance (“Order Confirmation”). The contract between us will only be formed when Norwich Furniture sends you an order confirmation of the products you have purchased from our website.
We shall assign an order acknowledgement number to the order and inform you of it in the order confirmation. Please quote the order reference number in all correspondence with us relating to your order.
We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, technology, payment methods, relevant laws and regulatory requirements and/or in our system's capabilities.
You will be subject to the policies and terms in force at the time that you order the goods from Norwich Furniture, unless any change to those policies or these terms is required by law or government or regulatory authority (in which case, it will apply to orders you have previously placed that we have not yet fulfilled).
Our Furniture and Accessories
We will take reasonable steps to pack the furniture properly and to ensure that you receive your order in good condition.
We will not be responsible for any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, if you use the goods in a way that we or the manufacturer do not recommend, your failure to follow our or the manufacturer’s instructions, or any alteration or repair you carry out without our prior written approval.
These terms and conditions apply to any repaired or replacement goods we supply to you in the unlikely event that the original goods are faulty or do not otherwise conform to these terms and conditions.
Furniture Product Specification
Any photographs, models, samples, drawings, sizes and/or product description or advertising we issue, and any illustrations contained on our website emails are produced solely to provide you with an approximate idea of the furniture they describe and/or are representative of the finished product.
All our furniture has been manufactured within the standard industry measurement tolerances.
Your order is unique to you and will be supplied in accordance with the instructions and specification as detailed in our 'Order Confirmation'.
Every effort will be made to match all colours and finishes illustrated by our website and suppliers' images. Notwithstanding this, all furniture are purchased and supplied, on the understanding that there may be slight dye, shade and grain variations, particularly with natural products such as wood and leather.
Leather products are made from quality hides and may not be uniform in colour or texture and will show natural marks and natural scaring.
Colours may also change with age and exposure to sun and other weather conditions.
Where stated some images have been digitally created to illustrate the colour options available from the range. These colours will be affected by your monitor and by your printer and therefore may not be 100% accurate to the finished product. Exact colour swatches can be obtained from us.
Occasionally we may supply furniture with minor differences in specification due to circumstances beyond our reasonable control. Should this be the case any differences will result in the goods being of an equal or improved standard, and it will not affect your rights under the law, and the quality coding and guarantee will continue to apply.
Price and payment
Where payment is to be made by our website, we will require payment in full to the value of the order, inclusive of VAT. Our products are inclusive of delivery costs.
The price of the furniture will be as quoted on our site from time to time this may vary.
The prices of goods include VAT. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the goods in full before the change in VAT takes effect.
The prices of Goods and delivery charges are liable to change at any time, but changes, other than changes in the VAT rate as set out in clause will not affect orders in respect of which we have already sent you an 'Order Confirmation'.
Payment for all goods must be by credit or debit card or Paypal.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock-outs or other industrial action, civil commotion, riot, invasion, piracy, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, inclement weather, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period.
We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the contract may be performed despite the Force Majeure Event.
Should the Force Majeure Event continue for a period of more than 3 months then either party will have the right to terminate any contract that exists between ourselves forthwith without any further liability to the other party apart from providing you with a refund if you have not received the goods.
Transfer of rights and obligations
You may not transfer any of your rights or obligations under these terms and conditions to another person without our prior written consent, which we will not withhold unreasonably.
We can transfer all or any of our rights and obligations under these terms and conditions to another organisation, but this will not affect your rights under these terms and conditions.
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site or telephone sales system, you accept that communication with us will be mainly electronic.
We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your legal rights.
All notices given by you to us must be given in writing or by email.
We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified above.
Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter (if sent from the UK).
In proving the service of any notice, it will be sufficient to prove, in the case of a letter posted in the UK, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail that such e-mail was sent to the specified e-mail address of the addressee.
If any court or competent authority decides that any of the provisions of these terms and conditions are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
If we fail, at any time while these terms and conditions are in force, to insist that you perform any of your obligations under these terms and conditions, or if we do not exercise any of our rights or remedies under these terms and conditions, that will not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations.
If we do waive a default by you that will not mean that we will automatically waive any subsequent default by you.
No waiver by us of any of these terms and conditions shall be effective unless we expressly say that it is a waiver and we tell you so in writing.
A person who is not party to these terms and conditions shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.
These terms and conditions shall be governed by English law and we both agree to the non-exclusive jurisdiction of the English courts.
Cancellation by Norwich Furniture.
We reserve the right to not accept an order if:
- We do not have the stock to fulfil an order.
- If we are unable to deliver your order.
- If your payment was not authorised.
- The item was incorrectly described or priced on the website.
- If you have not complied with our terms and conditions of sale.
Delivery & Returns
All orders to mainland UK will be carried out free of charge, providing Norwich Furniture are provided with complete and correct delivery details at the point of order. If incorrect or incomplete details are provided, delivery will become chargeable.
Ouside UK Mainland
Deliveries outside of mainland UK will be carried out via an external carrier and chargeable.
All are on a 'price on application' basis, and vary depending on the quantity of furniture sent and the method in which we are able to send it.
Our order system does not register international postal codes, so you are responsible for obtaining a delivery quote from us prior to placing the order (orders in Mainland England are free of charge).
Quotes must be obtained in writing prior to delivery, verbal quotes given over the phone cannot be accepted.
It is important to note that the sales order confirmation page on the website will NOT display the correct delivery cost for any outside the UK and the corrected delivery cost will be added to the order prior to being dispatched.
If the exact delivery cost is not known to us prior to dispatch, an additional invoice will be raised for the surcharge amount at a later date.
All delivery surcharges on deliveries 'within' the mainland UK will be added automatically by our system during the order placement process.
Due to the risk of money going missing, we do not operate a cash-on-delivery system.
All deliveries/collections are booked in by SMS and/or Email 2-3 days in advance so that you the customer know when to expect your consignment.
Orders will only be scheduled for delivery via SMS or Email or phone call if a response has been received via the mobile telephone number and/or email address we were supplied and subsequently book in with confirming that the slot offered is suitable
Once a delivery has been booked,
it is the customers responsibility to ensure that they are available or have made the necessary arrangements to accept the product on the stated delivery date if not contact needs to be made to us Norwich Furniture to re-arrange delivery of your goods.
In order to keep delivery costs low, we only make one attempt at delivery.
If you are not available to accept the delivery on the first attempt, a second delivery charge will be levied by Norwich Furniture.
Please note that our insurance policy only covers us for delivery to your door and does not extend to moving furniture up steps or inside the property.
As a result, although our friendly drivers will be of assistance wherever possible, we cannot be held responsible for any damage caused within a property.
Any damage that is caused within a property must be identified to the driver prior to his departure and reported to us at Norwich Furniture directly.
All deliveries are one-man deliveries, so please be aware that the driver may require assistance if access is difficult.
Our Drop-Ship delivery Service.
We are set up to deliver directly to our customers via drop ship or courier service, however, please note that we only liaise with our customers directly regarding the status of an order and do not accept calls from anyone else directly.
In order to keep delivery costs competitive, we may deliver items on a pallet, especially to outlying areas.
Please can customers make sure, where applicable, that you are aware that pallets are normally only delivered curbside, so arrangements will need to be made to take the furniture indoors.
Whilst we make every effort to dispatch the products on time, we do not accept any liability for any failure to deliver on the stated date or at the stated time.
You will become the owner of the goods at the time of delivery, provided that we have received payment in full for the goods.
The only exception to this is where either our customer decides to use their designated courier, or customer are collecting directly from us.
In this instance, the customer will become the owner of the goods once they are loaded onto the vehicle.
Returns, Damages, Defective Items, Refunds and Cancellations
We accept returns for transit damage, providing that the delivery was carried out by direct supplier or Norwich Furniture's Courier and that we are informed within 7 days of the delivery via the Norwich Furniture returns procedure.
Any manufacture or product quality issues can be returned for refund within a period of 180 days, replaced free of charge up to 365 days, or will qualify for 'on site' repair up to 5 years, or alternatively if a customer wants to return a product 12% of the cost price is deducted for every complete year from date of purchase to date of return request.
All issues must be logged via directly with Norwich Furniture and we must accept the issue as being a valid manufacture issue.
The customer can return the item due to ‘change of mind’ provided we are informed about this within 15 days from the day after the delivery was made.
Any item being returned must be back to us no later than 30 days of the date the 'Returns Authorisation Number' was issued. Any item returned after 30 days will be rejected.
Norwich Furniture accepts no responsibility for the return delivery cost for any item being 'returned' from 'outside' the British Mainland.
If an issue arises, Norwich Furniture will attempt to resolve the issue with a fair and reasonable financial offer.
Because we are confident in the quality of our furniture and the representation of our products in the advertisements, we only ever charge-back our 'cost' for returns.
Alternatively, the customer can use their own carriage. Costs relating to the return will be at our expense unless extenuating circumstances are agreed by the carrier to return the item.
All returned items must resalable and in 'as new' condition. Therefore they must be in the original wrappings, unused and unassembled (if applicable).
Please ensure that the person unwrapping the item is very careful to keep the packaging intact. This is also essential in preventing the item being damaged on its return.
Responsibility for items damaged during return because of inadequate wrapping lies with the customer.
We regret that under no circumstances can we accept returns that do not have their original packaging.
In the event of order cancellation
If you the customer not received the goods at the time of cancellation of the contract, and we have not processed the goods for delivery, we will credit your account for the goods in question including the delivery and in any event within 30 days of the cancellation being accepted by us.
If you are using the Norwich Furniture delivery service, all items are signed for as proof of delivery.
Please ensure that prior to signing, you check that the packaging is intact.
We are unable to accept claims for damages where the item has been signed for as ‘packaging intact’.
Damages will be replaced free of charge, providing that you inform us via email within 7 days of the item being delivered.
All damage claims must be supported by evidence in the form of digital photographs which you should email to us.
We are unable to accept the return of any damaged items if the item was not delivered by Norwich Furniture or supporting Courier.
In the highly unlikely event that an item is defective, you must inform us via Email or Phone Call form within 5 years of the original purchase date.
Claims for defective items must be supported by evidence in the form of digital photographs which you should email to us.
Norwich Furniture will inspect the item to verify that the item is defective and if it is, the customers account will be credited for the full value of that item, including carriage.
If the item is deemed not to be defective, a full explanation will be provided by Norwich Furniture.
Norwich Furniture has the final say on whether an item is defective or not.
The value of the credit issued to our customer is at our discretion and each case will be considered on its own merit.
Taking into account the varying individual conditions to which the goods could be subject once delivered, under no circumstances will we replace or refund items once 180 days has elapsed since delivery.
Where an item has been returned using our 7 day return policy, a refund will be issued to our customers account.
Delivery charges incurred do not get credited.
Norwich Furniture reserves the right to decide whether a damaged or defective item is replaced or refunded.
Where the refund option is selected, it will be issued via a bank transfer to our customer's account or refunded to the associated credit/debit card, at our sole discretion. No cash refunds will be made.
All orders must be cancelled via our website account or in writing.
Please find the relevant order reference, then send, in writing, your cancellation request.
Orders can only be cancelled prior to dispatch.
Once the item has left the building, the full delivery cost will be incurred, as well as a return cost, only if a second collection trip is required.
All conditions are as above, but with the following limitations: All products carry a 6 month warranty against any manufacturing related issue.
A product can be returned for 'customer remorse' up to 14 days from the date of delivery.
Any transit damage must be reported up to 7 days from the date of delivery.