Furniture, upholstery, beds and accessories terms

1. Availability

As all products are subject to availability from our suppliers, we can only give general guidance as to delivery dates. Although we do our utmost to keep customers informed of any delay, we cannot accept any liability for any delays which are beyond our reasonable control.

As products can be updated and improved without notice, continuity of supply cannot be guaranteed. Therefore, we advise you to purchase all your requirements under one order. We do not accept any responsibility for any subsequent changes in design, style or specification of products to those previously supplied, and reserve the right to refuse acceptance of damaged goods on your behalf.

2. Cancellations

Should you wish to cancel your order prior to delivery, every effort will be made to cancel the order with our supplier, but if the goods are already in manufacture or out for delivery then Crestwood are contractually obliged to accept them. If you still wish to cancel your order, then Crestwood reserves the right to make a charge of at least 50% of the total order value.

Bespoke made-to-order items cannot be cancelled once in production. It may not always be possible to cancel non-bespoke goods; Crestwood will notify you whether non-bespoke items are able to be cancelled. In any event Crestwood reserves the right to charge a fee for any cancellation.

Beds, mattresses, duvets, pillows, mattress protectors, etc.

For strict hygiene purposes, these items cannot be returned, replaced or swapped once either delivered to the customer or taken from the showroom.

Rugs

Bespoke made rugs cannot be cancelled. Stock rugs purchased from in-store may be considered for return only within 24 hours of purchase. Outside of 24 hours Crestwood will not accept any return due to the inability to resell items as new. Any payment due for an accepted return will be by way of an in-store credit note. Any stock accessory item purchased in-store can be returned if undamaged and an in-store credit note will be issued.

3. Payment

No order can be accepted without a customer signed sales order and a deposit payment requested at the time of purchase. By signing the sales order, you are entering a legally binding contract and confirming that the details contained within are correct, so please ensure you check the documents thoroughly prior to signing. In most cases the full balance is due when delivery is scheduled. In certain cases, full balance is required at time of placement of order. Please note that cheques require 7 days’ clearance.

Separate to these standard terms and conditions, for all purchases made using our financed purchase options we will refer you to separate terms regarding deposits and balances.

4. Refunds and exchanges

We will not refund or exchange any item specially ordered unless the goods supplied are faulty or your specification as contained in the order has not been met. This does not affect your statutory rights.

5. Delivery and access

Your signature on this form is confirmation that:

• All doorways, hallways and points of access in your property have been measured by you to ensure they are adequate for the size of products being delivered, and that said products can be delivered without causing damage due to goods or items being too big to fit through openings.
• You have confirmed all products can fit into their respective rooms.
• You ensure that all objects and surfaces that could be damaged in the delivery process will be removed and/or protected.
• Road access to the delivery premises is suitable, practical and adequate for the delivery vehicle.
• You ensure that delivery and unloading can be conveniently carried out safely.
• Whilst every endeavour will be made to complete the delivery process successfully, in the unlikely event of damage to property, Crestwood takes no responsibility for any damage caused, including to the delivered items.
• If for any reason the goods are unable to be delivered into the property due to restricted access, it is the responsibility of the purchaser to provide an alternative means of delivery. Crestwood will not be liable for goods not fitting into a customer’s property.

6. Delivery dates and times

Deliveries will only be made to residences within the delivery area of the store between 9am and 5pm on the days specified by the store. Delivery dates and times cannot be guaranteed; however, every endeavour will be made to deliver on the agreed date. Where there is delay in the agreed date, we will contact you to arrange an alternative date. We will not be liable for any loss however caused as a result of any delay in delivery which is beyond our reasonable control.

7. Delivery charges

Crestwood reserves the right to charge for delivery and collections. Due to time constraints, only one attempt will be made to deliver to residences on the agreed date. Any further attempts to deliver may incur an additional charge.

8. Storage

Crestwood is unable to store goods without charge and you must arrange to accept delivery within 28 days of being advised that the goods have been received into our warehouse facility. Failure to agree a delivery date that is within the 28-day period will result in a storage charge of £10.00 per item per day. Any account balance is also due in full if storage is requested.

9. Deliveries

You or your authorised agent will be responsible for checking the condition of the goods on delivery. We require you or your authorised agent to acknowledge receipt by signing the delivery documentation provided by the driver.

10. Claims

All delivered items must be checked by the customer upon delivery from Crestwood. Once goods have been signed for, Crestwood will not accept any liability thereafter for any reported damage to items purchased.

Should an item become defective after delivery, Crestwood will endeavour to either repair or replace where possible said defective item in accordance with the manufacturer’s complaint procedure policy.

11. Assembly

If assembly is required, this must be booked through the bedding sales department prior to the arranged delivery date and further charges will apply. Payments will be required prior to receipt of goods. We cannot guarantee installation on the same day as delivery.

12. Colour matching

Due to the nature of some materials supplied, it is not always possible to obtain an exact colour match to any swatch sample seen or ordered from. We make every effort to meet customers’ expectations regarding colour matching, but no guarantee of this is possible and will not be seen as a fault or failure that requires any action.

Some of our products, either natural or man-made, can for the first few weeks of use give off a harmless odour. This is seen as normal and should clear in a short space of time. Should you have any further concerns in this regard please speak to one of the team at Crestwood.