Terms & Conditions

We want you to be happy with all your Home Store Living purchases and the service you receive. Our terms and conditions of sale are set out below, and they apply to your order. Nothing in these terms affects your statutory rights.

About Us

Home Store Living is a trading name of City Furniture Services Ltd, a company registered in England and Wales (company number 4425233). Our registered office is at 61 Shields Road, Byker, Newcastle upon Tyne, NE6 1DL. You can contact us by email at customerservice@homestoreliving.co.uk or by phone on 0191 265 7988.

Home Store Living is a credit broker, not a lender, and is authorised and regulated by the Financial Conduct Authority (FRN 953172).

Your order and contract

An online order is your offer to buy. An automated acknowledgement confirms receipt only. Payment collection alone is not acceptance. We accept an online order when we send a dispatch confirmation identifying the goods accepted. If goods are dispatched separately, each confirmation accepts only the goods it identifies.

For genuinely bespoke goods, we may instead accept by a separate email expressly headed Order Acceptance confirming the agreed specification. For telephone or email orders, we will explain the acceptance stage and confirm the agreement in writing. Showroom contracts form when we expressly accept your order and provide a sales confirmation.

Before acceptance, we may decline an order for a material listing error, unavailable stock, failed payment or reasonable fraud concerns. We will notify you promptly and refund payments for declined items without undue delay and within 14 days. You may withdraw an offer before acceptance; applicable cancellation rights after acceptance are explained below.

We will provide order details and the applicable terms by email or another durable medium. Please check your details and tell us promptly about mistakes. Changes require our agreement and may affect price or delivery; we will obtain your agreement to any revised terms.

Product information and website errors

We regularly check our website and take reasonable care over descriptions, specifications, images, availability and prices. Occasional errors may occur.

If we identify a material error before accepting your order, we may decline the affected item and explain the correction. Where possible, we will offer you the option of ordering on the corrected terms. You need not accept. We will refund payments for declined items, including attributable delivery charges, without undue delay and within 14 days.

After a contract has formed, we will not increase the price, change a material specification or substitute a materially different product without your express agreement. If an obvious and unmistakable error is discovered after acceptance, we may cancel only where legally entitled to do so. This is not an unrestricted cancellation right and does not exclude your legal remedies.

Images may show styling accessories that are not included; the listing identifies what is supplied. Screen settings may affect colour appearance. Natural materials may show inherent variations in grain, veining or texture. These statements do not excuse goods that fail to match their description, sample or agreed specification, or are otherwise defective.

Product Colours and Images

We make every effort to show the colours, finishes and details of our products as accurately as possible. However, because of the nature of photography, lighting conditions and differences between screens and devices, the colour of the product you receive may vary slightly from the images on our website.

Many of our products are made from natural materials such as wood, stone, rattan or cotton. These can also vary naturally in colour, grain and texture from piece to piece, so no two items may be exactly alike.

Slight variations in colour or appearance of this kind are not considered a fault or defect. If you are unsure about a colour or finish before ordering, please contact our customer service team, and we’ll be happy to help. Your statutory rights under the Consumer Rights Act 2015 are not affected.

3.5 Check published dimensions and contact us before ordering if any measurement is critical. Any stated manufacturing tolerance must be disclosed before purchase and must not make the goods materially different from what was agreed. We cannot guarantee an exact batch match between separate orders unless expressly agreed.

Prices, payment and finance

Prices include VAT where applicable. Delivery and any optional service charges will be shown before you commit to the order. No additional paid service will be added without your express agreement.

Payment is due when ordering unless a deposit, balance schedule or finance arrangement has been expressly agreed. Where a balance becomes overdue, we may pause fulfilment after notifying you and giving a reasonable opportunity to pay. Deposits are not automatically forfeited.

Ownership passes when we receive full payment. Responsibility for loss or damage passes as explained in clause 8. Finance purchases are also subject to the lender agreement and your statutory credit rights.

Home Store Living acts as a credit broker, not a lender. Our website currently identifies FCA reference 953172. Any finance offer is subject to the applicable lender terms, eligibility and status requirements.

Your Right to Cancel: Goods Bought Online, by Phone or by Email

If you order goods online, by email or by phone, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can cancel at any time from placing your order until 14 days after the day you receive the goods. If your order is delivered in parts, the 14 days start from the day you receive the last item.

This right does not apply to:

• Goods made to your specification or personalised. This includes made-to-order furniture such as headboards, beds and sofas made in your chosen size, fabric or finish, as these are not pre-manufactured.
• Sealed goods that are not suitable for return for health protection or hygiene reasons (such as mattresses, pillows and bedding delivered in sealed hygiene packaging), once they have been unsealed after delivery.
• Goods that are liable to deteriorate or expire rapidly.
• Goods that, by their nature, become inseparably mixed with other items after delivery.
• Sealed audio or video recordings or computer software, once unsealed after delivery.

Ex-display and clearance items bought online, by phone or by email can be cancelled in the same way as other goods. Any marks or imperfections described in the listing at the time of sale cannot be treated as a fault. Please see our Ex-Display Delivery Policy for more details.

Made-to-order items: these cannot be cancelled once your order has been placed, because they are produced to your specification. As a gesture of goodwill, we will accept cancellation of made-to-order items within 3 days of the date your order was placed.

How to cancel: please email customerservice@homestoreliving.co.uk or call 0191 265 7988 with your order number. You can also tell us in any other clear way. Cancellation should be made by the person who placed the order.

Returns and refunds: if you cancel after your goods have been delivered, you are responsible for the cost of returning them. Please take reasonable care of the goods. We may reduce your refund to reflect any loss in value caused by handling them more than was necessary to check them. We will refund the price of the goods and the standard delivery charge within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is sooner. If you cancel before your goods are dispatched, we will refund you within 14 days of your cancellation. Full details of how to return items are in our Delivery & Returns Information.

Goods Bought in Our Showroom

There is no legal right to cancel goods bought in person in our showroom. Any returns of in-store purchases for a change of mind are at our discretion, as set out in our Delivery & Returns Information. Your rights for faulty goods are not affected.

Delivery of Goods

Our deliveries are provided by trusted delivery companies. Delivery costs are shown at checkout, or quoted when you order. Delivery days, times and service levels depend on the courier used for your items, as set out in our Delivery & Returns Information. Delivery outside mainland UK depends on the availability of our couriers' service in the area and cannot be guaranteed.

If you order furniture and smaller items together, you may receive more than one delivery. When you order, we will tell you the approximate timescale for our delivery company to contact you, and a guide to lead times is shown on each product page.

All taxes and duties for non-UK addresses are the customer's responsibility. Please be ready to accept delivery at any time within the quoted lead time, and tell us about any restrictions on delivery times when you order. If you are unable to accept delivery for an extended period, storage charges may apply; we will tell you about these in advance.

Delivery of Services

Our services are provided by our experienced design team from Monday to Friday, 9am to 5pm. Arrangements outside these hours may be made on request with reasonable notice. Service orders are complete once we have provided the advice set out in your order. Anything outside this scope will be proposed to you separately by email or proposal. When you order, we will let you know the timescales for completing our service.

Extra Delivery Charges

Unless your delivery service includes room of choice placement, our delivery service will deliver to the entrance of your property, in line with health and safety guidelines. When arranging delivery, please tell us about anything that may make delivery more costly or take longer, such as parking restrictions, narrow bridges or small entrances. We recommend checking product measurements before ordering.

Extra delivery charges may apply if:

• Your order is classed as "fragile" or "special delivery" at checkout and needs a bespoke delivery service.
• You change the delivery address at short notice.
• Delivery is more costly or takes longer because of special factors you did not tell us about.
• The goods need to be redelivered because of access problems (such as small door frames, awkward turns, narrow passages or steps), or because no one aged 18 or over was at the address to sign for the goods at the arranged time.

We will tell you if any extra delivery charges are payable. These must be paid before delivery or redelivery, or within 7 days of our notice if charged afterwards. If delivery fails on 2 or more occasions because of access problems, because the goods will not fit into the intended room, or because no one aged 18 or over was available to sign for them, we may cancel your order. In that case we will refund the price you paid, less the reasonable costs of the failed deliveries and of returning the goods to us.

Delays in Delivery

Occasionally, deliveries may be delayed by circumstances outside our control, such as supplier or courier delays. If we cannot deliver your goods, or have them ready for collection, within the timeframe we gave you, we will let you know as soon as possible and give you a new timeframe.

If we do not deliver within the agreed timeframe (or within 30 days of your order if no timeframe was agreed), you can ask us to deliver within a further reasonable period. If we still do not deliver within that period, you can cancel your order for a full refund, including delivery charges. If you told us before ordering that delivery by a particular date was essential, and we miss that date, you can cancel straight away for a full refund.

Arrival of Goods

When your furniture is delivered, you will be asked to sign for the goods and to inspect any unpacked upholstery items. We recommend that you are present at the delivery yourself. If someone else takes delivery for you, please make sure they know what to check and are happy to accept the goods on your behalf. Signing for your goods does not affect your statutory rights if damage or faults are found later.

Quality and Faulty Goods

We are legally required to supply goods that are as described, of satisfactory quality and fit for purpose. Under the Consumer Rights Act 2015, if your goods are faulty or not as described:

• You can reject them for a full refund within 30 days of delivery.
• After 30 days, we will offer a repair or replacement. If that is not possible or does not fix the problem, you can have a refund or a price reduction.

To help us resolve issues quickly, please tell us about obvious defects such as missing parts or visible damage within 24 hours of delivery, and note them on the proof of delivery document where possible. For other defects, please tell us as soon as you discover them. Please email customerservice@homestoreliving.co.uk with photos or video of the issue.

We (or our appointed agents) may need to inspect or test the goods to assess the fault. We will cover the cost of this, and of collecting faulty goods from you. Where faulty goods are repaired, replaced or refunded, please allow us to collect them or give us access to them.

Our Liability

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss or damage that was not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer. We advise that you only dispose of your old goods once your new goods have been delivered.

Complaints

If you are unhappy with our products or service, please email customerservice@homestoreliving.co.uk with your order number, and a member of our team will get back to you.

Governing Law

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.