Terms & Conditions

Terms & Conditions

We want you to be happy with all your Home Store Living purchases and the service you receive. As such, we have detailed our terms and conditions of sale below which we encourage you to review and accept as they apply to your order.

 

Introduction

Home Store Living is a company incorporated in England, GB, whose registered office is at 61 Shields Road, Newcastle Upon Tyne, United Kingdom. When you order goods or services from us, a contract will be formed when you receive a copy of your email order confirmation or e-signature provided via our online proposal program.

If you want to change your order (including the arrangements for delivery or collection when ordering products), you must contact us immediately as any changes may delay the delivery of your order. To cancel your order or any part of it, please see ‘Your rights to cancel your order.’ If you purchase the same goods under two or more orders, we cannot guarantee that the goods or services supplied will be from the same batch, be the same colour match, or be provided in one block booking, where applicable.

 

Price & Payment

The price for goods and services (including any applicable delivery charges) is as set out in the order confirmation, invoice, or proposal. Extra delivery charges may apply – see ‘Extra Delivery Charges.’ You must pay in full for goods and telephone consultation calls at the time of placing your order. Ownership of the goods we supply to you will not pass until we have received all sums due and payable by you for or in connection with the goods, including (where applicable) delivery charges.

 

Your rights to cancel your order – Goods

Home Store Living is under a legal duty to supply goods that conform to the contract. Where goods are defective or not as described, please see the section ‘Quality.’ Nothing in this section limits your rights where goods are defective or not as described.

Where you have ordered your goods by internet, email, or telephone, under the Consumer Contract (Information Cancellation and Additional Charges) Regulations, you may cancel your order at any time between placing the order and within 48 hours after the day the goods come into your possession (or the last item of a multiple order comes into your possession).

This does not apply to:
– Goods or services where the price is dependent on fluctuations in the financial market and cannot be controlled by the trader.
– Goods made to the customer’s specification (with 2 or more variables, such as colour and size) or that are personalised. This includes made-to-order furniture such as headboards, beds, and sofas, as this is tailored to customer specifications and not pre-manufactured by Home Store Living.
– Goods that are liable to deteriorate or expire rapidly.
– Newspapers, periodicals, magazines.
– Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
– Sealed audio or video recordings or computer software.
– Goods that become mixed inseparably (according to their nature) with other items after delivery.
– Clearance or ex-display items that are clearly marked as such in their product title or description. Clearance items may not be returned unless they are faulty or not as described. Please be aware that purchases of clearance items where the price has been reduced due to the item being end-of-line stock or not in pristine condition are not eligible for a refund if you change your mind. This does not affect your statutory rights, particularly in relation to faulty goods.

To request cancellation, call 0191 265 7988 or email customerservice@homestoreliving.co.uk. Please take reasonable care of the goods, as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you. Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Selected upholstery items are made to order. These goods are produced only upon the request and confirmation of your order. Any cancellations for made-to-order items will need to be made within 3 days from the date your order was placed or by your rights under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations. For full details of these Regulations, please click here. Cancellation must be made by the person who placed the order. Your statutory rights will be unaffected.

Delivery of Goods

Our deliveries are provided by trusted local delivery companies. Delivery costs will be quoted at the time of order. Most deliveries are made Monday to Friday between 9 am-5 pm. Delivery at this rate is only available to the mainland UK. Delivery outside of mainland UK is subject to the availability of our courier’s service in the area and cannot be guaranteed.

Please note if you order furniture and standard items, you will likely receive multiple deliveries from our couriers, but you will only be charged once for the delivery of furniture. At the time of placing your order, you will have been informed of the approximate timescales for contact by our delivery company regarding your delivery or collection. A rough guide to lead times is also included on the product page.

All taxes and duties to non-UK addresses are the sole responsibility of the customer. Customers are expected to be prepared to accept delivery of their goods at any time within the quoted lead time. Failure to do so may result in additional storage charges. It is the customer’s responsibility to communicate any restrictions on delivery times at the point of purchase.

Delivery of Services

Our services are provided by our experienced design team during Monday-Friday, 9am-5pm. Arrangements outside of these hours may be made upon special request and reasonable notice. Please note services orders are considered complete upon provision of advice as outlined in the order. Anything outside of this scope will be proposed to you under a separate email or proposal. Our aim is to provide you with the most efficient and timely service possible, and at the time of making your order, we will endeavor to manage your expectations by providing timescales available to complete our service to you.

Extra Delivery Charges

Our delivery service will deliver to the entrance of your property, in line with Health & Safety guidelines. You must tell us when arranging delivery about any special factors that may result in delivery being more costly and/or taking longer than it otherwise would have, such as parking restrictions, narrow bridges, or small entrances. We recommend you review the measurements of our products prior to ordering.

Extra charges for delivery may apply in any of the following circumstances:
– If you change the address where your goods are to be delivered at short notice.
– If delivery is more costly and/or takes longer than it otherwise would have because of any special factors that you failed to tell us about.
– If the goods need to be redelivered because of access problems (e.g. small door frames, awkward turns, narrow passages, steps, etc.) at the delivery address or because there was no one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery.

We will let you know if any extra delivery charges are payable and you must pay these charges because of delivery or re-delivery (as appropriate) or, if charged after the delivery, within 7 days of receiving notice of such extra delivery charges. If delivery proves impossible or impractical on 2 or more occasions because of access problems, the goods will not fit into the room for which they are intended or because there was no one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery, then we may cancel your order. Delivery charges will not be refunded.

Delay in delivery

Occasionally, the delivery of your goods may be delayed by circumstances outside of our control, such as supplier or courier delays. If for any reason we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe, then we will notify you of the delay and the new timeframe as soon as possible. In the first instance, we would not offer a refund under these circumstances. This is due to the nature of the items we supply and the inevitability of delays from time to time. We would anticipate that any delays would not be longer than 4 weeks from the originally quoted lead time, and this would be classed as “reasonable” in the furniture sector. Anything beyond that level of delay, we would discuss with you on a case-by-case basis. We cannot be held liable for any costs or expenses you incur as a result of delays in the delivery of our items.

Arrival of Goods

On delivery of your furniture products, you will be asked to sign for the goods and to inspect any upholstery goods that have been unpacked to ensure you accept them. For this reason, you should be present at delivery yourself. However, if you ask someone else to take delivery for you, then you must make sure that they are aware of what they need to do and are happy to accept the goods on your behalf.

Quality

Please notify us of obvious defects that are apparent on first inspection of the goods, such as missing parts or damage, within 24 hours of delivery and additionally, wherever possible, by describing the defects on a ‘proof of delivery’ document. For other defects, please notify us as soon as you discover those defects and at the latest within 48 hours of delivery.

You may notify us by e-mail at customerservice@homestoreliving.co.uk. Your statutory rights, in particular your rights under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations, and the Consumer Rights Act are not affected.

You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to establish whether those defects are our responsibility. Where we need to send the goods away for examination and testing, then you will permit us (or our agents) to collect the goods from you or have access to them, for that purpose. Where defective goods are exchanged, you must allow us to collect the defective goods from.