Terms and Conditions for Online and Telephone Orders
The following Terms and Conditions apply only to orders
placed via the Furniture Village website or via telephone orders placed
with the Online Sales team on 0800 804 8879.
Welcome to the Furniture Village website and telephone terms
and conditions for use. Please read them through carefully before using
the website or making your orders over the telephone. They do not
affect your statutory rights. Your continued use of this website
constitutes your agreement to be bound by these terms and conditions
which shall also govern all transactions on the website or over the
telephone to the exclusion of any other terms and conditions.
Furniture Village Limited ("Furniture Village", "we", or "us")
reserves the right to change these terms and conditions from time to
time without notice to you and any changes will take effect on the day
they are posted. Any such changes will be posted on this section of the
website and your continued use of the website constitutes your
agreement to be bound by the prevailing terms and conditions. You will
be requested to read and accept these terms and conditions every time
you place an order. For this reason we encourage you to review them
whenever you use this website to ensure that you are familiar with the
latest terms and conditions. We also recommend to all our customers to
print and retain a copy of the terms and conditions for future
reference.
Before you place an order, if you have any questions relating
to these terms and conditions please contact our Online team by e-mail
or call us free of charge on 0800 804 8879 for further assistance. For
the current Online office hours, please click
here.
A. PURCHASE OF PRODUCTS
B. INTELLECTUAL
PROPERTY RIGHTS
C. DISCLAIMER
D. PRICING POLICY
E. CONTACT
US
1.1 You place an order on the website by selecting an item and
following the instructions.
1.2 You will have an opportunity to check and correct any
input error in your order up until you click the Submit Order button.
1.3 After you have submitted your order you will receive an
order acknowledgement e-mail from us. Please note that this e-mail is
an acknowledgement and not acceptance of your order.
1.4 If you are paying by credit card, we will authorise your
debit or credit card payment. If you are paying by cheque, we will
deposit your cheque on the first working day after we receive it.
1.5 Once payment has been authorised, or your cheque has
cleared, and we have determined the availability of stock we will
arrange for the delivery of the goods to you. Acceptance of your order
and the creation of a legally binding contract between us will only
occur when we send you a second e-mail which contains the details of
how your goods will be delivered to you.
1.6 We reserve the right to decline all or part of any order
for whatsoever reason and should this occur we will e-mail you with
these details.
1.7 It is recommended that you retain all e-mails relating to
your order and contract.
1.8 The details of your specific contract are filed by us.
Should you want any information regarding your order you may contact
us. (For details see the contact
us page of the Website or Part D of these terms and
conditions.)
2.1 If you have chosen to pay by card, once your order is
received we will process the payment for your order by way of the
credit or debit card details you have provided. In the event that there
is insufficient stock to satisfy your order you will be informed as
soon as possible. A refund will be processed through your chosen credit
or debit card used for the payment of the order.
2.2 If you have chosen to pay by cheque, please send payment
in full to the Online office address. We are unable to accept deposits
via this payment method. Once your order is received we will deposit
your cheque. Once the cheque has been cleared for payment, we will
begin processing your order. In the event that there is insufficient
stock to satisfy your order you will be informed as soon as possible. A
refund will be made by cheque from us to you.
2.3 If your order contains any item with a lead time of more
than 4 weeks and you have opted to pay a deposit by card, the balance
outstanding must be paid in full on the same card before final delivery
is made. As part of the checkout process, you will be requested to
confirm that you agree to this. A receipt for the balance payment will
be posted to your billing address. We do not operate a ‘cash on
delivery’ system.
2.4 We will advise you if your payment details cannot be
authorized for any reason or if your cheque has failed to clear. We may
then invite you to pay by another method.
2.5 All prices and charges on this website are quoted in UK
pounds. The price you pay for your order is that price which is
displayed on the website. Prices include VAT unless otherwise stated
but exclude delivery charges. Delivery charges are calculated as part
of the checkout process, based on the proximity of your delivery
address to our nearest distribution centre. If we discover an error in
the price of goods you have ordered we will inform you as soon as
possible and give you an option of reconfirming your order at the
correct price, or cancelling the order. If we are unable to contact you
we will treat the order as cancelled and you will receive a full refund.
2.6 Delivery charges are calculated as part of the checkout
process, based on the proximity of your delivery address to our nearest
distribution centre.
See Delivery details for more information. If we
discover an error in the price of goods you have ordered we will inform
you as soon as possible and give you an option of reconfirming your
order at the correct price, or cancelling the order. If we are unable
to contact you we will treat the order as cancelled and you will
receive a full refund.
2.7 We can only deliver to addresses within mainland England
and Wales for the price of our Premier
Delivery Service charge. For the Scottish Mainland and other
off shore locations, including the Isle of Wight, additional charges
will apply. Prices are available on application. For the Channel
Islands, Isle of Man, Scottish Islands, Northern Ireland or the
Republic of Ireland where we are able to obtain quotations, again
additional charges will apply. Customers in these areas may prefer to
appoint their own carriers.
Back to Creating the Contract
3.1 All credit and debit card payments that are made on our
website are protected by a secure connection. This secure connection
ensures that your credit and debit card is encrypted prior to it being
transferred to the bank for authorization.
3.2 As an additional security means, no credit or debit card
details submitted online are stored directly by us once your order has
been processed.
3.3 If you have authorised us to obtain a second or final
payment of your order on your chosen card, we will use the same secure
connection to request these monies to be transferred to the bank for
authorization. Your CV2 number is not retained by our Secure Payment
Provider (SSP).
Back to Payment
4.1 We will deliver the goods you have ordered to the address
you give us for delivery at the time you place your order.
4.2 We aim to deliver your furniture within the times quoted
on our website when you place your order. These are quoted as the
estimated time that we believe we can deliver the order to you based on
stock levels and or lead times from our suppliers. Where multiple items
have been ordered, we will endeavour to deliver them all together by
the longest delivery time quoted, unless a split delivery is requested.
This additional service will be subject to a further carriage charge.
If the circumstances of your order change, we will contact you. If,
however, it is delayed due to circumstances beyond our control, then we
cannot accept any liability for consequential loss.
With limited storage facilities, we endeavour to deliver your
order as
swiftly as possible, usually no later than 7 days after it becomes
available. We would appreciate you accepting delivery on the same basis.
We
currently offer our Premier Delivery Service to
customers on the Mainland Britain up to and including all postcodes for
Edinburgh
(EH) and Glasgow (G). If, however, you live somewhere which is more
than 40
miles from our nearest store or distribution centre, we cannot
guarantee that
we will always deliver within the time quoted.
For customers who live in the Highlands and Islands of
Scotland
(including mainland codes starting FK, PH, PA20-38, DD, AB, IV, KY) and
other off shore locations such as the Isle of Wight, additional
delivery charges will apply. You may complete your order via the
website in the normal way. At the end of the process, however, you can
choose to submit your details for a quotation, and we will call you
back within 48 hours; or you may phone us direct on 0800 804 8879 for
further assistance. We can also process your order over the phone.
4.3 The delivery times quoted on the website are for delivery
to postcodes which fall within our normal delivery areas of 40 miles
radius from a store or distribution centre. Should your postcode fall
outside our normal delivery area, delivery times may vary. We will
inform you of this when confirming acceptance of your order.
4.4 You will become the owner of the goods (and be liable for
the loss or destruction of the goods) at the time of delivery, provided
that we have received payment in full for the goods.
4.5 Our expert Premier Delivery Service team will carefully
install your new furniture in your home, exactly where you want it
(subject to access). They will remove all wrappings and packaging and
dispose of them for you. For customers with a 40 mile radius of a store
or distribution centre, for an additional charge, old furniture may be
removed on a like for like basis. Simply check the box for this service
when you place your order online. We regret we are unable to offer this
service on large items of cabinet furniture being delivered via our
supplier’s Premier Direct Home Delivery Service.
4.6 All deliveries must be signed for. If you are out when our
delivery team arrives, they will leave a card with a contact number for
you to call them and arrange a delivery at a future date. Please note
that there may be an additional charge for this.
Back to Security and Clearing
5.1 Before placing an order, please check that the items of
furniture will fit through any passages, stairwells, landings and
doorways on the way to the destination room.
5.2 As part of the checkout process, you will be requested to
confirm that you have checked access thoroughly.
5.3 Should you have any concerns over access, then please note
them on the comments box on the order or contact us by
e-mail or on
call for free on 0800 804 8879 for further assistance. For current
Online office hours, please click
here.
Back to Delivery of goods
to you
6. Cooling Off
Period (applicable to online orders only.)
6.1 You are entitled to a statutory cooling off period
beginning from the date you placed your order online or over the
telephone and ending 7 working days after the date that the goods are
received. Certain goods are exempt from this cooling off period, for
example a mattress which has been taken out of its sealed packaging in
which it was delivered, and special order or bespoke items ordered.
6.2 You must inform us in writing during the cooling off
period that you are cancelling the contract (e-mails are accepted).
6.3 If you have not received the goods at the time of
cancellation of the contract, and we have not processed the goods for
delivery, we will refund to you all the monies paid by you for the
goods in question including the delivery charges in the same form of
payment originally used for the purchase as soon as possible, and in
any event within 30 days of the your cancellation being accepted.
6.4 If you have not received the goods at the time of
cancellation of the contract, but we have processed the goods for
delivery, and they are en route, you should reject the goods at point
of delivery and not accept them. In this case we will refund to you all
the monies paid by you including any delivery charges, in the same form
of payment originally used for the purchase as soon as possible, and in
any event within 30 days of your cancellation being accepted.
6.5 If you have decided to cancel goods after receipt, the
goods must be returned to us as soon as possible. You are the owner of
the goods once they have been delivered to you and you are liable for
their loss or destruction. We will refund to you all the monies paid by
you for the unwanted goods in question, including the original delivery
charge if applicable, and excluding the cost of collection if that
service has been rendered by us. The refund will be in the same form of
payment originally used for the purchase as soon as possible, and in
any event within 30 days of your order being accepted. This refund will
be in full, however if the returned goods have not been looked after by
you with reasonable care and are not in the condition that they were in
when delivered to you, we reserve the right to pursue a claim against
you separately. (We would not expect customers to repackage the goods
as the original packaging would have been taken away at the time of the
original delivery).
6.6 If you do not return the goods to us we shall be entitled
to deduct the direct costs of recovering the goods from the amount to
be refunded to you.
Back to Access to the
destination room
7. Damaged or Defective Goods
Every effort will be made to ensure that the goods you have
ordered arrive undamaged and without defect.
However if the goods are found to be either damaged or
defective in any way at the time of delivery, you have the right to the
following options:
7.1 Reject the goods
- i. You will be asked to complete an Incident Report form
immediately, which will be provided by the home delivery team.
- ii. The Incident Report form will then be returned to the
delivering store. It will be logged against your order number and a
refund of all monies paid, including any delivery charges, will be made
as soon as possible and in any event within 30 days of cancellation
being accepted.
7.2 Keep the goods
- i. If the furniture is useable, despite the damage, we are
happy for you to go ahead and use it
- ii. The Furniture Village home delivery team will complete
an incident report form (if appropriate) to record the problem. They
will ask you to sign it and they may also take photographs to accompany
the paperwork.
- iii. The Incident Report form will then be returned to the
delivering store. It will be logged against your order number, and
assessed for necessary further action.
- iv. Our Customer Care team will then contact you to arrange
a technician to visit and repair the problem to manufacturing
standards, generally within 7 days. If he/she is unable to resolve the
matter on the first visit and parts are required, we will endeavour to
source them as quickly as possible.
- v. In the event that a repair cannot be made, we will
replace the furniture, or give a full refund including any delivery
charges (where applicable). The goods that are deemed faulty revert to
the ownership of Furniture Village, and must be in our possession
before monies are refunded.
7.3 After Delivery: If the pre-existing fault or damage is
discovered after delivery, you should contact us as soon as you notice
the defect or at the latest within 14 days of delivery of the goods on
our Customer Care line: 0845 521 9704 (csc@furniturevillage.co.uk)
or via our On-line store.
- i. Our customer care team will then contact you to arrange
a technician to visit and inspect the goods and discuss your options
including returning the goods or repairing the problem to manufacturing
standards, generally within 14 days. If he/she is unable to resolve the
matter on the first visit and parts are required, we will endeavour to
source them as quickly as possible.
- ii. In the event that a repair cannot be made, we will
replace the furniture, offer a reselection to the value of the purchase
price less any discounts or give a full refund including any delivery
charges (where applicable). The goods that are deemed faulty revert to
the ownership of Furniture Village, and must be in our possession
before monies are refunded. A refund may be subject to a usage charge
depending on the period of time that has elapsed since delivery.
7.4 Faults that develop after 14 days of Delivery: In the
unlikely
event that one of our items is to develop a fault, please call us on
our Customer Care line: 0845 521 970 (csc@furniturevillage.co.uk)
or
via our On-line store to discuss the options. Your options may vary
depending on the individual circumstances including the length of time
that you have had the item and the nature of the fault.
Back to Cooling Off Period
8.1 We reserve the right not to accept any order request if:
8.1.1 we have insufficient stock to deliver the goods you have
ordered;
8.1.2 we do not deliver to your area;
8.1.3 one or more of the goods ordered was incorrectly
described or priced on the website;
8.1.4 the payment transaction is not authorised; or
8.1.5 you have not complied with the provisions of paragraph
12 of these terms and conditions.
8.2 If we do cancel your contract we will notify you by e-mail
and will refund to you any sum paid by you to us in respect of the
contract as soon as possible, and in any event within 30 days of the
cancellation of your order. We will not be obliged to offer any
additional compensation for disappointment suffered.
Back to Damaged or
Defective Goods
9.1 As far as reasonably possible all products featured to buy
on the website are either in stock and available at the time of
ordering, or are produced to order with the anticipated lead-time
published on site
9.2 If any item is out of stock we will notify you and proceed
in terms of paragraph 2.1 or 2.2 as appropriate.
Back to Cancellation by Us
While every effort is made to meet our customers' demands,
cancellations or variations may be necessary as a result of an Act of
God, war, strike, lockout, labour dispute, fire, flood, drought, or
other causes beyond our reasonable control.
Back to Stock Levels
11.1 If you have a complaint or a particular remark to make
please do not hesitate to contact us immediately by facsimile,
telephone or e-mail, the details of which are contained under the
"Contact
Us" page.
11.2 Any complaint will be dealt with fairly, effectively and
confidentially. Your statutory rights as a consumer are unaffected.
Back to Unforeseen Circumstances
12.1 In order to be eligible to enter into a contract with us
to purchase goods through the website you must:-
12.1.1 provide the required information including your real
name, payment details including your card address; your delivery
address if different from your card address; e-mail address and
telephone number;
12.1.2 be over the age of 18.
Back to Complaints and Remarks
If any part of these terms and conditions is unenforceable
(including any provision in which we exclude our liability to you) the
enforceability of any other part of these terms and conditions will not
be affected.
Back to Contractual Capacity
These terms and conditions shall be governed by and construed
in accordance with English law and you hereby agree to be subject to
the non-exclusive jurisdiction of the Courts of England and Wales. All
contracts are concluded in English.
Back to Invalidity
Information you provide to us remains confidential. We are
committed to protecting your privacy. We will only use the information
that we collect about you lawfully and in accordance with the Data
Protection Act 1998. We collect information about you for two reasons:
firstly, to process your order and, secondly, to provide you with the
best possible service. You specifically authorise us to transmit
information to or to obtain information about you from third parties
(including, but not limited to, your debit or credit card number), to
authenticate your identity, to validate your debit or credit card and
to authorise the transaction. You acknowledge that you consent to the
processing of such information. Click
here for details of our Privacy
Policy, the terms of which you acknowledge and agree to be
bound by. Should you wish to contact us regarding our Privacy Policy
please do so (for details see the Contact Us page of the Website or Part D of these terms and
conditions).
Back to Law
16.1 These terms and conditions together with our current
website prices, delivery details, contact details and Privacy Policy
set out the whole of our agreement relating to the supply of goods to
you by us. Neither Furniture Village nor you may alter the terms of any
agreement without the agreement in writing of the other.
Back to Data Protection
and Privacy
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The content of this Website is © Furniture Village Limited
2012 (or its third party licensors). You acknowledge and agree that all
copyright, trademarks and all other intellectual property rights in all
material or content supplied as part of the Website shall remain at all
times vested in us (or our licensors). You may not copy, reproduce,
change, modify, license, transmit or sell any material or content
contained herein and you are permitted to use this material only as
expressly authorised by us (or our licensors).
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Furniture Village is providing this Website on an "as is"
basis and makes no representations or warranties of any kind, whether
express or implied, in relation to this Website, or its contents and
disclaims all such representations and warranties. In addition,
Furniture Village makes no representations or warranties about the
accuracy, completeness, or suitability for any purpose of the
information on this Website. The information contained in this Website
may contain technical inaccuracies or typographical errors. All
liability of Furniture Village howsoever arising for any such
inaccuracies or errors is expressly excluded to the fullest extent
permitted by law.
Neither Furniture Village nor any of its directors, employees
or other representatives will be liable for loss or damage arising out
of or in connection with the use of this Website. This is a
comprehensive limitation of liability that applies to all damages of
any kind, including (without limitation) compensatory, direct, indirect
or consequential damages, loss of data, income or profit, loss of or
damage to property and claims of third parties.
Furniture Village accepts no liability for any information or
content contained in external third party websites which link to or
from this Website.
Notwithstanding the a foregoing, none of these exclusions and
limitations are intended to limit any rights you may have as a consumer
under local or other statutory rights which may not be excluded nor in
any way to exclude or limit our liability to you for death or personal
injury resulting from our negligence or that of employees and/or agents.
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Furniture Village follows guidance contained within the
Department for Business, Innovation and Skills Pricing Practices Guide
dated November 2010.
Unless otherwise stated 'WAS' price reductions compare to
higher prices which have been offered online and in the majority of our
stores between 24th November – 18th December.
Products compared against an 'AFTER SALE PRICE'. It is our
intention to offer the after sale price for a minimum of 28 consecutive
days within the 3 months following the end of the sale.
Intervening lower prices may apply during the sale event,
please ask for details.
Issue 54
Dated 31st March 2012
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For any online queries, please refer to the "Contact
Us" page.
The registered office of Furniture Village Limited is:
258 Bath Road
Slough
Berkshire
SL1 4DX
Telephone: 01753-897720
Fax: 01753-897730
e-mail address: online@furniturevillage.co.uk
Company registration number: 2307708
VAT registration number: 785 417 105
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