Terms & conditions

1. Who we are

These terms and conditions (Terms) apply when you use our website and online store branded Crestwood Interiors, or when you deal with our interiors showroom trading as Crestwood of Lymington. Both are operated by CRESTWOOD (SOUTHERN) LIMITED (trading as Crestwood of Lymington), referred to in this document as "we", "us" or "our". We are a company registered in England and Wales; our company registration number and VAT number appear on invoices and other formal paperwork.

Our showroom is at 150 Wellworthy Road, Ampress Park, Lymington, Hampshire, SO41 8JY, United Kingdom. For general enquiries: enquiries@crestwoodcontract.com or 01590 670370

2. Accepting these terms

By using our website, buying through our online store, creating an online customer account, or placing orders with us in the showroom (including on a trade account), you accept these Terms and our Privacy policy in the situations where they apply to you. If you are not comfortable with that, we ask that you do not use the site or place orders, but please feel free to contact us first if you would like something explained.

When you book fitted work with us, such as a kitchen, bathroom, shutters, flooring, made-to-measure curtains, or similar, we normally agree the detail together in the showroom or on site. We will give you paperwork that matches your project (for example a quotation, order confirmation, survey notes, or a short schedule for supply and installation). That paperwork is there so we both have the same picture of what is included, when it will happen, and how it is priced. It sits alongside these Terms as part of our agreement with you.

This page is a general overview. Details that only relate to your installation, access to your home, staged payments, dates, or particular requirements from a supplier, will usually be in the documents you receive when you go ahead, rather than repeated word-for-word here. If those documents and these Terms ever say something different about the same piece of work, the paperwork you agreed for that job takes precedence, simply because it reflects your individual booking.

Where we use separate facilities (for example a trade account or finance through a third party), any extra terms will be pointed out when you sign up.

3. Using our website

We hope you find the site useful. We ask that you use it lawfully and fairly, for example, please do not try to break its security, overload our systems, or use automated tools in a way that goes against ordinary browsing or our robots.txt file. If we ever have a serious reason to think the site is being misused, we may need to restrict access to protect other customers and our team; we would only do that where it is reasonable.

4. Information on this website

We work hard to keep product descriptions, images and technical notes accurate. With interiors, though, batches, natural materials and manufacturer updates can mean small differences in real life; colours on screen are always a guide. Before you commit, especially on dimensions, fire ratings, wet-area suitability, or compatibility with your floor or wall, we are happy to double-check details with you in the showroom or by phone.

What you read here is not a substitute for professional advice on building, structure, electrics or regulations. Where you need that kind of expertise, we encourage you to speak to a qualified professional.

5. Showroom, design and bespoke orders

A great many of our orders are agreed face to face or after a visit, then confirmed in writing, often as a quotation, order acknowledgement, or short project schedule. Lead times, deposits, who measures what, and installation timing will be set out there so you can see them in one place.

Items made or cut to your sizes, mixed to your specification, or otherwise clearly personalised are bespoke or made to order. We often ask for a deposit to confirm bespoke orders. For bespoke made-to-order items, your right to cancel for distance-sales purposes does not continue indefinitely. Once we have started making your bespoke item (manufacturing or production for your specific order has commenced), the usual cancellation rights will end. Where we are able to stop production before work begins, we will explain what we can do. Where the law requires it, we will ask for your informed express agreement to start before the cancellation period ends, and for you to acknowledge that cancellation rights will end once work begins. Any refund or cancellation credit may be subject to reasonable costs already incurred where the law allows.

The paperwork we give you for your project (or order confirmation for online bespoke items) will explain when production starts for your specific order.

Where we install for you, the scope of that work will be described in the same kind of project documentation. Things like safe access, a clear working area, and timely decisions from you or your builder help us keep the programme and budget on track. If you are unsure what we need, we will always explain.

Different showroom departments may include additional written requirements in your quote, sales order or schedule. These can include, for example, access checks for larger kitchen and bedroom deliveries, flooring preparation and fitting conditions, structural suitability checks for awnings, and measuring responsibilities for made-to-measure soft furnishings. Those project-specific documents form part of your contract and should be read alongside these Terms. You can also read the full department terms online under Showroom terms & conditions.

In practical terms, this means we may ask you to confirm items such as doorway and access sizes, wall and subfloor conditions, the position of hidden pipes or cables, and any additional works needed to complete installation to a satisfactory standard. If those points are not known at quotation stage, we may pause and agree extra works and costs with you before continuing.

6. Online store

Our online shop offers a separate range from the showroom (samples, fabrics, wallpaper, accessories and the like); it does not include everything available in the showroom. Each product page explains what is included, typical lead times, and any limits on quantity.

When you check out, you are making us an offer to buy at the price shown. We confirm the contract when we email your order confirmation or, if sooner, when we dispatch your goods. On rare occasions we may not be able to accept an order (for example an honest stock or pricing mistake, delivery limits, or a security check); if that happens we will explain and, where you have already paid, refund you promptly.

Pricing. If a price is clearly a mistake, we will contact you to agree the right figure or, if that is not possible, cancel and refund, whichever is fairer in the circumstances.

Delivery. Risk passes to you when the goods reach the address you gave us or are collected as agreed. Dates we give are estimates unless we have confirmed a specific date in writing. Smaller parcels normally travel on a next-working-day courier service after dispatch, with tracking updates from the courier by text or email. Larger or fragile pieces use a booked two-person delivery (room of choice and packaging removed; no live tracking link - the carrier phones to book a slot) and can take up to about two weeks. Remote or offshore postcodes may attract a surcharge or may not support two-person delivery; we will confirm if that applies. Please inspect goods on arrival - for two-person deliveries, check while the crew is present and refuse clearly damaged goods so they can be taken back. Full detail is on our delivery page.

Fulfilment partners. Online orders are fulfilled through our trusted delivery and logistics partners acting on our behalf. After you place an order, those partners (or the courier they use) may contact you by phone, text or email using the details you gave at checkout, for example to confirm dispatch, share tracking, or book a delivery slot. Messages may appear under the partner’s or courier’s own name rather than Crestwood. Items in the same order may leave different locations and arrive on different days. Your contract for the goods remains with us; please contact Crestwood if you have any questions about your order.

Guest checkout. You do not need an online account to buy from us. If you check out as a guest, these Terms still apply to your order.

7. Online customer accounts

You may register for a free online customer account to sign in, view order history, save delivery addresses, and speed up checkout. Accounts are intended for individuals aged 18 or over who can enter into a binding contract with us.

Your details. You agree to provide accurate, current information and to keep it up to date. One account per email address, please.

Your password. You are responsible for keeping your sign-in details confidential and for activity on your account unless you tell us promptly that it may have been compromised. Choose a strong password and do not share it with anyone.

Acceptable use. You must not misuse the account system - for example by attempting unauthorised access, automated scraping, placing fraudulent orders, or interfering with the security or normal operation of the website.

Suspension and closure. We may suspend or close an account if we reasonably believe these Terms have been breached, there is a security or fraud concern, or the account has been inactive for an extended period. You may close your account at any time by contacting us; closing an account does not affect orders already placed or your statutory rights.

Trade accounts. Online registration creates a retail customer account by default. Separate trade pricing or credit is subject to section 9 and our trade paperwork; until trade status is confirmed in writing, orders are treated as retail or payment-up-front.

How we handle personal data for online accounts is explained in our Privacy policy.

8. Payment

Online, we take the payment methods shown at checkout. Card payments are processed by our regulated payment service provider. Card details are entered on their secure payment page or form; we do not store full card numbers or card security codes on our systems. A payment is not complete until we (or our payment provider) have authorised it.

In the showroom or on larger projects, we follow what is agreed in your quotation or contract, including deposits and stage payments, and what happens if you need to cancel or postpone after we have committed materials or diary time.

If a payment fails, is reversed, or is subject to a chargeback, we may withhold dispatch or cancel the order where that is fair and we will explain why.

9. Trade accounts

We sometimes offer trade pricing or credit to genuine trade customers (designers, developers, contractors and similar) after an application and the usual checks. The details (credit limit, payment dates, how orders are priced) are set out in the trade paperwork we give you when the account is opened.

Until an account is confirmed in writing, we treat orders as retail or payment-up-front. If circumstances change, we may need to adjust or withdraw trade facilities; we would give reasonable notice where we can.

10. Cancellations, returns and refunds

We want you to be happy with what you buy. If something is wrong, please tell us straight away so we can put it right. The summary below sits alongside our returns policy page; if that page and this section differ on online returns, the returns policy page takes precedence for practical steps, and your statutory rights always remain.

Consumers shopping online (change of mind). Where the Consumer Contracts Regulations 2013 apply, you have fourteen days from receiving the goods to tell us you want to cancel, then a further fourteen days to return the goods. When you return items under the distance-selling cancellation rules, please return them unused and in a condition and packaging that lets us check what you bought (keeping the original packaging if you still have it). You do not need to keep items in "pristine" condition; reasonable handling to inspect the goods is allowed. You are responsible for arranging and paying for return shipping unless we agree otherwise. Bespoke, personalised or made-to-measure items are usually excluded once work has started; we flag that on the product page and at checkout where it applies. Practical steps and any model cancellation form are on our returns policy page.

Refunds for change of mind. If you cancel and are entitled to a refund, we will refund the purchase price and the standard outbound delivery charge you paid (upgraded delivery is not refundable) within 14 days of the later of (a) receiving the goods back or (b) receiving evidence that you have sent them back, using the same payment method where practical. Any delivery or other charges we do not refund will be limited to what the law allows, and we will explain the basis and amount.

Vacuum-packed mattresses. Mattresses are supplied vacuum-sealed for hygiene and protection. Please check size, model, specification and suitability for your bed before opening.
If the mattress is completely unopened (vacuum seal intact), it remains eligible for the 14-day cancellation period, subject to the returns procedure.
If the vacuum seal has been opened, the mattress is no longer in its original sealed and hygienically protected condition. For hygiene and resale reasons, a "standard" change-of-mind return may not apply in the same way as unopened goods. If you still wish to cancel, please contact us so we can assess the returned mattress. Where the law permits deductions for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, any refund may be reduced to reflect diminished value.
This does not affect statutory rights for faulty, damaged or incorrectly supplied goods. SleepSoul mattresses also carry a 10-year manufacturer warranty, which must be registered within 30 days of purchase; claims are handled through us. The practical detail sits on our returns policy.

Damaged, faulty or incorrect goods. Please inspect goods on arrival and keep the packaging. For damage, faults or incorrect items, please tell us as soon as possible and ideally within 48 hours of delivery, with clear photographs of the outer packaging and the item. If you report later, we will still consider your claim, and this does not affect your statutory rights. Consumers have rights under the Consumer Rights Act 2015 for faulty or non-conforming goods that are not limited to 48 hours. If the issue is that goods do not match the specification or measurements you provided, please contact us within 7 days of receipt so we can assess the position and any options. Where incorrect measurements were provided, any refund may be limited to what the law allows, but statutory rights for faulty or non-conforming goods still apply. For business customers, remedies depend on what we have agreed in writing, or otherwise on the law that applies to business-to-business sales.

Original delivery address. Returns, transit-damage collections and related claims are limited to the original delivery address given at checkout. If goods are moved, forwarded or transported elsewhere, change-of-mind returns and transit-damage collections from that new location are not available (faulty-goods rights still apply).

Failed delivery or cancellation after dispatch. If an order is cancelled after dispatch, or delivery fails and goods return to the depot, outbound delivery is usually not refundable, and a reasonable restocking contribution may apply where the law allows.

How to return. Contact us using the details in section 1 (or your order paperwork) before sending anything back. Please do not post goods without a return reference. Refunds go to the same payment method where practical, within the timescales above or otherwise as the law requires.

11. Our responsibility to you

Except where the law says we cannot exclude or limit liability, we are not responsible for indirect or consequential losses (such as loss of profit) unless they are a foreseeable result of the matter. Our total liability for any claim relating to an order is limited to the amount you paid for the goods or services in that order.

Nothing in these Terms limits your rights where the law does not allow us to limit or exclude liability (including for death or personal injury caused by negligence, fraud or deliberate misconduct, and for your statutory rights where we cannot reduce them).

12. Intellectual property

The content of this website (text, layout, logos, photography and graphics) belongs to us or our licensors. You are welcome to browse and to share links to our pages; please do not copy or reuse material for commercial purposes without asking us first.

13. Third-party links

We may link to manufacturers, maps or social media. Those sites are run by other people; we are not responsible for their content or how they handle privacy, and their own terms apply when you use them.

14. When things happen that nobody can control

Sometimes delays are caused by events outside anyone's reasonable control (supply shortages, severe weather, transport disruption, public health measures, or a manufacturer's difficulties). When that happens we will keep you informed, do what we can to reduce the impact, and discuss options such as a revised date or a refund if that is the fair thing to do.

15. If something isn't right

We would much rather fix a problem than leave you dissatisfied. Please contact us using the details in section 1 and we will come back to you as soon as we reasonably can, usually by phone or email, to understand what has happened and agree next steps. Our formal complaints procedure, including finance-related complaints and escalation routes, is set out on our complaints policy page.

16. Changes to these terms

We may update this page occasionally to reflect changes in how we work or in the law. If an update materially affects online shopping, we will highlight the update where sensible (for example at checkout or by email if we hold your address). The current version is always the one here, with the date at the top.

Updated Terms apply to orders you place after the update date. If you already have an order or booking accepted, the Terms that applied when you placed it will still apply unless the change is required by law or applies automatically only because the law says it must.

17. Governing law and jurisdiction

These Terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory rules that give consumers resident elsewhere in the UK or the EEA the right to bring proceedings in their home courts where those rules still apply.