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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) need to send the goods away for examination and testing, which will incur an additional charge. 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. 

Delivery & Returns Information

Delivery & Returns Information: our deliveries are provided by trusted delivery companies. Most deliveries are made Monday to Saturday between 8am and 9pm. All in-stock orders are aimed to be dispatched within 1-2 working days of placing an order. Delivery outside of the mainland UK is subject to the availability of our couriers’ service in the area and can not be guaranteed.

If not in stock in our own physical warehouses/branches, items will be ordered from our suppliers and delivered to you within 10 to 14 working days. Bespoke items, Made-to-order items and products sourced from international suppliers such as our Italian furniture ranges carry a longer lead time of up to 20 weeks, which is displayed on the product page.

If we have to split your order due to out-of-stock items, there may be an additional charge for multiple deliveries.

While we endeavour to deliver goods within the times quoted, goods are subject to availability and delay in delivery of goods is sometimes outside of our control. Any dates given for the delivery of the goods are approximate only and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivery of the goods. For this reason, we advise that you only dispose of your old goods once you have received your new goods. We do not accept any blame or liability for customers removing or disposing of their old goods before delivery.

Small Items and Accessories

Delivery for small items and accessories is £5.99 on all orders to the Mainland UK. Deliveries outside this area may carry a surcharge, which will be calculated at checkout based on postcode. We aim to deliver small in-stock items within 4 to 7 working days. Lead times are detailed in the product descriptions.

Royal Mail / Hermes

Items dispatched via Royal Mail or Hermes are delivered within 2-3 working days within UK Mainland. Upon dispatch of your items, you will receive a notification from the courier via email or text. If you place multiple items in your order you may receive more than one delivery.

Furniture, Lighting and Large Accessories

Larger items will carry a £15 – £125 delivery charge based on the order’s size, weight and number of packages. The delivery charge for each order will be calculated automatically at the checkout. Lead times are detailed in the product descriptions.

It’s your responsibility to make sure your items will fit in your home, and we highly encourage you to measure both your space and the item to make sure it will fit. We can’t be held responsible, and refunds will not be given if an item is the wrong size for your space. On the day of delivery, it is your responsibility to ensure that the delivery team can gain easy access to the home and the room that the furniture is going into, this includes keeping floors clear and removing any breakable items from the area.

All of our deliveries require a signature and can not be delivered to a neighbour, a “safe place” at your premises or to another premises not on your order confirmation. Upon receipt of your order, you agree to check the goods and you will be asked to sign the delivery note to indicate that the goods were received in good condition. If there is any obvious cosmetic external damage to the goods at the time of delivery then you agree to note this on the delivery paperwork or refuse the delivery.

All delicate items, including mirrored and glass products, will be unpacked and checked off on delivery.

We also ask that customers check that the number of packages being delivered corresponds with the consignment note. If you do not receive the correct number of items please mark down the number of items received on the delivery note and upon closer inspection notify us of any missing or incorrect items by email to customerservice@homestoreliving.co.uk within 48 hours. 

Signing the delivery note to accept receipt and confirming you have inspected the goods for any obvious external cosmetic damage are conditions of the sale and we reserve the right not to complete the delivery if you refuse these conditions. If we refuse delivery then the goods will be returned and all monies paid will be refunded.

UPS / DPD 

Items dispatched via UPS or DPD are delivered within 3-5 working days within UK Mainland. Upon dispatch of your items, you will receive a notification from the courier via email or text. Deliveries take place Monday to Friday excluding Bank Holidays.

BJS

Items dispatched via BJS are delivered with a Two Man Room of Choice service within 7 working days. Deliveries to surcharge areas may take up to 14 days. You will receive both a text and an email with a link to a booking portal, where you can book the delivery on your day of choice (excluding weekends). You will be sent a text reminder the day before the delivery, and will also be given a 3-hour delivery window the evening before. Please note that this Two Man Room of Choice service will not involve any unpacking, on-site assembly or removal of packaging. If the delivery teams feel that damages to the product or premises, or injury to themselves or others, may occur through delivery to a specific room, they have been advised to leave the goods in a safe and convenient place.

Pallet Deliveries

Some large items and orders may be delivered via pallet due to their size, weight or fragility. If an item is delivered via pallet the delivery company may leave the pallet with you to dispose of accordingly. Please ensure dimensions are checked and will fit the space they are meant for. Pallet deliveries go through a dedicated pallet courier and are delivered within 3-5 working days.

Supplier Deliveries

Sometimes our supplier partners may use other delivery methods at their discretion. The approximate lead times are shown on each product page, but if you’re unsure we’re happy to help via email at customerservice@homestoreliving.co.uk

Special Orders

These include non-stock items (items which we do not keep within our allocated stock or warehouse). Special orders are subject to a 25% handling charge if cancelled once the order has been placed with the manufacturer or if you wish to return an item to us. 

Many products sold on our website are special orders, we recommend that you contact us before placing your order to check whether this is the case with any of your items.

• • Telephone: 0191 265 7988

• • Email: customerservice@homestoreliving.co.uk

These items must still be returned in their original packaging, unused and undamaged within 14 days at your cost. Please see our Returns information below.

Stocked Products

These are items which we keep within our allocated stock or warehouse. These products will be dispatched by us via a reputable courier.

Sale Products

Reduced boxed sale items will be given a credit note valid for 1 year. Reduced unboxed / Ex Display items (Please see below)

Ex Display Products

These are “Sold As Seen” and are strictly non-returnable (unless electrically faulty). They must be checked to your satisfaction before they leave the showroom. This includes full-priced and sale Ex Display items.

Non-Returnable Products

These include but are not limited to: Made-to-order products, Bespoke products, mattresses, pillows, bedding, bulbs, wallpaper and a percentage of products displayed both online and in our showroom. The relevant stamp will be present on your receipt (if purchased in-store) to indicate this.

We do not offer a credit note, exchange or refund on these items.

Please contact us via email at customerservice@homestoreliving.co.uk before making your order to check if the items are bespoke/made-to-order and non-returnable items.

Please ensure the sizes provided for bespoke and made-to-order items are correct as orders can not be refunded. This includes measuring all access routes and doorways.

Missed or Refused Deliveries 

Please ensure that you enter your phone number at checkout to help our delivery providers to notify you of deliveries. If you miss or refuse a delivery you may be charged a redelivery/return fee depending on the value/size of the order. This will be determined by the courier who is making the delivery.

*If a delivery is refused by you the customer or it doesn’t fit into your property due to the size, you will be liable for the return and redelivery charges which are determined by the courier.

Damages, Faults and Shortages

Upon receiving your items, your order must be checked to ensure there are no damages or faults with any of the items, and that there are no parts missing. All damages, faults and shortages must be reported via email to customerservice@homestoreliving.co.uk within 48 hours of receiving the product. We cannot accept responsibility for any damages, faults or shortages reported to us after this time. You must include images or video of the reported issues and we will endeavour to resolve the issue for you where we can.

If you are moving house or having renovations done to your home we advise all items are; checked immediately after receiving the delivery to ensure you have sufficient time to report issues, and stored in a safe location to avoid damage on site.

Please note that imperfections to the underside or inside of items are not considered faults – they are a natural by-product incidental or secondary to how the items are manufactured. Additionally, some of our products feature a distressed look which is designed to appear marked, scuffed, weathered and worn. This means each piece will have its own distinctive markings, which are not considered flaws. These are a normal feature of distressed-style items.

Please check you are happy with all items before installing/assembling them. Please note we are not liable for damages caused during or after installation/assembly, and we are unable to accept returns or exchanges for damaged items once they have been installed/assembled.

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Returns

As a small independent business, we regret that we’re not able to offer free returns.

If you wish to return part of your order you may do so at your own cost within 14 days of receiving your item, as long as the item is in pristine saleable condition and in the original packaging. Non-returnable items, Bespoke/Made-to-Order products and ex-display products cannot be returned. These are outlined above.

Our returns address is Home Store Living, 61 Shields Road, Byker, Newcastle upon Tyne, NE6 1DL.

Returns Policy 

You will be fully responsible for the return of the goods and any associated costs of return.

It is your responsibility to return any items in pristine saleable condition in their original box and packaging within 14 days of receiving them and provide evidence of the goods being sent back. Products which have been fitted, wired, assembled or altered in any way cannot be returned.

To request a return, we require that you email customerservice@homestoreliving.co.uk within 14 days of receiving your order. We do not process return requests via text, phone or social media. Return requests without sufficient photographic evidence will not be considered. Failure to notify us within this time may result in your request being denied.

Please do not send items back to us until advised as any unauthorized returns will be declined and sent back to you.

Once we have given permission to return, your item(s) must be back with us within 10 days to allow us to process your refund. Items received after this time will not be eligible for a refund.

Please include a note with your online order reference number within the parcel. This makes it easier for our team to process your return. Anonymous returns will be held in quarantine until the customer gets in touch.

It is your responsibility to ensure items returned arrive during our office hours of 9 am to 5 pm Monday to Friday.

We accept no responsibility for the return of items through third-party couriers and so we strongly recommend sending items back to us with recorded & insured delivery and maintaining valid proof of postage.

In all instances of return of goods by customer choice except for damaged goods the initial delivery charge paid is non-refundable.

The delivery charge we make is subsidised and does not reflect the true cost of delivering the items we sell. Should you wish to return an item please be aware that should you choose to use our carriers the charge will be a minimum admin and collection charge of £65.

When returning an item it is the customer’s responsibility to ensure that the returning item is suitably packaged and protected to avoid damage in transit. If your items are received back to us incomplete, damaged or in any condition other than pristine saleable we reserve the right to refuse any refund, return the products to you and charge for delivery back to you, or we may charge a minimum 25% restocking charge.

Orders cancelled once the goods have been dispatched will result in a refund of the products, minus any costs incurred by us in recovering the items back to our warehouse.

Orders cancelled which are classed as “Special Orders” are not stocked and are ordered for you or shipped directly from the manufacturers are subject to a restocking charge of up to 25% if cancelled, once they have left the manufacturer’s premises.

Orders cancelled which are classed as “Bespoke” or “Made to Order” are made on demand to your specification and cannot be returned, refunded or exchanged. due to their bespoke nature.

If these conditions are not met or returns arrive back to us damaged we can not accept your return and you will not qualify for a refund. You will need to pay a delivery charge to have your order returned to you or you can arrange your own courier to collect it from us. 

Once the item(s) are received back to us they will then be checked by our returns department prior to your refund being issued. This usually takes 2-3 working days for checking and then 3-5 working days for the refund to arrive in your bank account. On rare occasions of delays, please allow up to 30 days for all card refunds. Any and all refunds will only be made by means of the original payment method. We process refunds as quickly as we can and appreciate your patience.