Soft furnishings terms

1. Price and payment

For all supply and installation orders a deposit of 50% is payable at time of placement of order. Full balance is required 48 hours, but no less than 24 hours, prior to installation date to release goods from warehouse. All goods remain the property of Crestwood until paid in full. We will confirm the price of goods ordered, including delivery, when you place your order. Due to unannounced manufacturer price fluctuations, we reserve the right to change prices and specifications without notice.

All supply only goods must be paid in full at time of ordering.

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

2. Quotations

Goods will be in accordance with the quotation provided.

It is not always possible to see all required preparation or installation work requirements at the time of a survey. Should additional unforeseen or not-quoted-for additional work or items be required to achieve a correct and satisfactory installation, this will be deemed as a required extra and will be costed in real time and presented to the customer to be agreed. Once agreed these costs will be invoiced, and prompt payment will be required.

All quotations are inclusive of VAT at the current rate, unless otherwise stated. All quotes are valid for a maximum of 30 days.

3. Fitting of all supplied goods

Regarding the internal and external structure of walls, windows, ceilings, etc.: customers are required to inform Crestwood of any electrical cables, pipes, steel, etc. that lie in walls or recesses that may prevent the successful installation of all supplied goods and materials.

Crestwood will not be responsible for any damage, either structural or non-structural, that may occur through not having access to this information.

It is the customer’s responsibility to make sure that their walls, ceiling, window, recesses, etc. are prepared and solid and ready enough to receive the weight, bulk, etc. of the goods and materials being supplied and installed.

Crestwood are not structural engineers and only carry out a survey on the basis that the purchaser (customer) has satisfied themselves that any goods or materials supplied can be successfully installed in their chosen area. Therefore, if you have any doubt as to the structural capacity or strength of the area that is being proposed to receive your goods and materials, it is your responsibility to ensure that you have satisfied yourself that the building or structure proposed is adequate to take the required weight or bulk of the items ordered.

No responsibility will be taken by Crestwood for any damage caused to the customer’s property, structure, walls, ceilings, etc., or the supplied goods and materials, related to the insufficiency or the suitability of a customer’s walls, ceilings or structure.

If you require the total load weight of your proposed materials, please speak to a member of the team who will provide you with the required information.

4. Inspection of goods

Customers are requested to inspect goods at the time of supply or fitting, to ensure that requirements are met.

5. Colour matching

Due to the nature of some materials supplied it is not always possible to obtain an exact colour match. Whilst we make every effort to ensure that all goods, fabrics, etc. are a close representation of the swatches in the pattern books, variations may occur. Such variations in colours are not seen as faults and are not accepted as a cause for complaint.

6. Stock and availability

In most cases our supplied and installed materials are bespoke made items and can take anywhere between 4 and 8 weeks from placement of order to arrive with us. Customers will be informed as soon as possible if there is a significant delay or if a product is out of stock or no longer available.

7. Measurements

Crestwood offer a full complimentary measuring and estimating service. For supply only jobs it is the customer’s responsibility to ensure that the measurements supplied are correct. Crestwood will not accept any responsibility for orders placed that are incorrect due to customers’ own measurements and specification. We cannot accept returns for goods that have been manufactured using incorrectly supplied measurements.

8. Cancellation

In most cases our products are bespoke, made-to-measure items, manufactured to your specific measurements and requirements and cannot be resold. It is vital, therefore, that you check order details before confirming your order with us. Once the deposit is paid your order is confirmed and cannot be cancelled.

Under the Consumer Goods Act Regulations, Crestwood are not obliged to accept cancellations or returns of items that are made to order or defined as bespoke that are no longer wanted. However, we would, in certain circumstances and based on the current progress of an order, be willing to see if an order could be cancelled with the manufacturer. In any event this would be subject to certain conditions and will incur costs.

If an item has been started by the manufacturer this will incur a minimum 50% charge of the total customer invoice cost. In certain cases, if the manufacturer has started making an item it may not be possible to cancel. Any request for cancellation must be made in writing.

9. Returns and refunds

Returns and refunds will only be accepted when we have failed to make goods to your specification or if the goods provided are faulty.

10. Delivery and lead times

When placing an order for made-to-measure items you will be provided with an estimated due date. This due date incorporates the time required to manufacture your items and to have them shipped. Please be aware that this date is only a guide. When your order is ready for delivery and our installation, we will contact you to check delivery address details and arrange a suitable day for delivery and installation.

11. Maintenance and use

Please read your product manufacturer’s specific cleaning and maintenance guidance. This information can be found on the manufacturer website or requested from Crestwood.