Terms & Conditions
Welcome to the Brentham Furniture Website
Welcome to Brentham Furniture Online. The terms and conditions as set out within this document apply to the use of this Website and orders transacted on it. When accessing or committing a transaction on our website you are agreeing to our terms and conditions and agree to be legally bound by them.
These Terms And Conditions do not affect your statutory rights.
Before you proceed with your order, if you have any questions relating to the terms and conditions you are agreeing to please contact us. Please contact us in writing or by email us using the address shown in the contact us section below.
Your Order
You can generate your order when clicking your chosen items and available options from our menu for Goods or Services. You can edit your order before you commit to buy.
After submission you will receive an immediate Acknowledgement of the order placed and a unique order number will be allocated to it. Please keep a note of this number, as it will be required for identification or tracking purposes.
This is not an acceptance of your order.
When your payment has been accepted and authorised and we have determined the availability of your required products you will receive a second confirmation your order either by email and or post and this will then be regarded as a legally binding contract between us.
Note if in the unlikely event there is going to be a delivery delay for any reason you will be contacted, we can discuss the options or alternatives available to you.
The VAT amount will be shown on your order. Our VAT registration number will also be shown on this document.
In Force Majeure (extreme circumstances outside of our control) our company may, at its absolute discretion, cancel any contract for the supply of goods or services pursuant to the order form, or cancel the manufacture and/or delivery of the goods or services.
In these circumstances our company will endeavour to discuss other suitable alternatives that may be available to you.
We reserve the right not to accept any order if any of the following criteria are true:
• We have insufficient stock to expedite the order
• Any of the items ordered was incorrectly described or priced on the Website
• Your payment was not authorised
If your order is cancelled by us we will notify you as soon as is possible but in any event within thirty days of cancelation. We will refund the amount paid in respect of the contract.
We will not be obliged or liable for any compensation.
Bespoke or Special Orders
All orders which are bespoke/special orders are not subject to the cooling off period, we will have commissioned a supplier to manufacture them for you.
All orders which have not been selected from our stock are by definition ‘Special’ or ‘Bespoke’ orders.
To clarify our precise definition of a ‘Special’ or ‘Bespoke’ order is a product configured by you on our Website where you have chosen selectable options e.g. by range of fabric, by colour or by size. Where you are configuring (selecting options) to build your own product. This product will be made specifically to your chosen custom options and therefore becomes a Bespoke/Special order product.
Stock Orders
If after ordering an item from our stock you have reason to cancel your order, you may cancel your order at any time prior to despatch. Please email us at: orders@brenthamfurniture.co.uk
We will email a confirmation of your cancellation. You will receive a refund using the same method as your original order.
The Price of Goods and Services
The price of goods and services will include VAT (value added tax) at the applicable rate. Any changes in the VAT rate between the date of your order and the delivery date may change the cost shown and may require adjustment to the price payable where this occurs we will inform you of any changes as soon as possible and you will be deemed to have accepted those changes unless you specifically tell us otherwise, or (where the order is a ‘Stock Order’ and not a ‘Bespoke’ or ‘Special’ Order) reject the goods on delivery.
Your order may show charges for delivery assembly or another service. In the event you request a different service to that requested originally, we reserve the right to apply further additional charges to your order.
Pricing Policy
Any headline price indicated on our site will be in line with our supplier’s guidelines. The terminology used differs from one manufacturer to another. The following are just a few of the more commonly used terms:
Consumer Price Guide (this being the price the Brand, Manufacturer or Supplier suggest the Dealer should charge the consumer).
Recommended Retail Price Guide (this being the price the Brand or Manufacturer suggest the Dealer should charge the consumer).
Retail Price Guide (this being the price the Brand, Manufacturer or Supplier suggest the Dealer should charge the consumer).
Showroom price Guide (this being the price the Brand, Manufacturer or Supplier suggest the Dealer should charge the consumer).
The lower price offered by us is a discounted price.
We pride ourselves in being exceptionally competitive in price. We have a policy; we are NEVER KNOWINGLY beaten on Price or Service.
In the unlikely event, and where it is brought to our attention, a competitor is offering a lower price on the identical item will match or better this price. It is our policy to establish that any lower price has been offered by a legitimate accredited dealer and has not been made in error.
Payment
When ordering online you have the option to pay a 20% deposit or pay in full.
Where a deposit only is paid the goods will need to be paid for prior to delivery by BACS or debit card only. The store will contact you to advise the payment process.
No Debit or Credit Card details submitted on line will be stored directly by us when you place an order with us.
Your payment will be processed directly with the World Pay portal. World Pay offers a protected secure connection to your bank when requesting payment authorization.
Brentham Furnishers (Ealing) Limited acts as a broker and not the lender and only offers finance from Secure Trust Bank PLC T/A V12 Retail Finance. Brentham Furnishers (Ealing) Limited is authorised and regulated by the Financial Conduct Authority, Registration Number 987062. Not all products offered by Secure Trust Bank T/A V12 Retail Finance are regulated by the FCA. Subject to age, status and affordability, minimum spend applies.
Delivery Times
Every reasonable effort will be made to adhere to the delivery dates stated at the initiation of you order, however, these dates should be viewed as an estimated period. Such dates will be provided in good faith and based upon the information provided to us by our suppliers at the time. Special orders can be delayed for reasons beyond the control of our suppliers.
Our company will not accept any liability for any loss or inconvenience for any delay in delivery.
Delivery of Goods
Where a delivery charge is applicable and is stated at check- out any subsequent change of address may incur additional delivery costs.
We deliver by way of our own transport or a chosen carrier depending on the nature of the products ordered or your delivery area.
Adequate and safe access to your room of choice is your responsibility as is the provision of safe passage free from vulnerable items such as floor lamps occasional furniture pictures or any other removable items, which may hinder the delivery process. If our operatives deem the delivery access to be unsafe or inappropriate they may at their discretion decide to terminate the delivery pending at another time. Please note if a delivery is re scheduled under these circumstances additional delivery charges may apply.
Furthermore, it is the responsibility of the CUSTOMER to ensure that furniture ordered will fit into the space it is intended to be – if items of furniture do not fit easily into your house or the room of your choice it is NOT the responsibility of Brentham Furniture to get the furniture into that room. If you ask them to attempt this and as a result damaged occurs to the furniture this is the liability of the CUSTOMER and not of Brentham Furniture.
We will attempt to make delivery to you a maximum of three times. If you turn down all offered delivery slots then we will assume that you no longer wish to purchase the goods, we will therefore retain your deposit and return your goods into stock.
In the event you are not available at the time of the attempted delivery please contact us or our delivery contractor within 24 hours to make a new appointment. An alternative delivery date can be arranged but further charges will apply.
If we do not hear from you within this period, it is likely the goods will be returned to us and in this instance charges will apply.
Time of delivery is not the essence in these terms and conditions except to the extent that we will fulfil all orders within 90 days of our acceptance of the order unless you expressly agree otherwise. We will not be liable for any loss or damage incurred by you through any reasonable delay due to unforeseen circumstances outside of the reasonable control of our company or any reasonable rescheduling of delivery.
Where you have elected to have your goods delivered to a third-party carrier or other such establishment engaged by you it is the responsibility of that entity or person to accept the delivery on your behalf and sign for it accordingly. We will not accept any responsibility liability or damage after the signed acceptance.
If for any reason your furniture cannot be delivered due to access problems, or a missed delivery appointment, the furniture remains the property of you the customer and any further attempts to deliver by Brenthams or our third party carrier will incur a delivery charge.
Products
All our products are sourced responsibly and most of our sofas and furniture suppliers are members of furniture organisations who have rigorous rules and regulations to protect you from the use of inferior components and construction methods. They also give you the best industry-recognised levels of guarantee.
All products are sold subject to its Particular Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after sales service and guarantees.
We endeavour to ensure that all details, descriptions and prices of Products appearing on our Website were correct at the time when the relevant information was entered into our web system.
Please note images and photos shown on products on our website are in many cases not the actual fabric or leather shown on swatch selectors. If you are unsure of a colour or fabric, we strongly advise you to request a sample of material from ourselves before placing your order and we will post this out to you. We cannot accept responsibility for orders where goods are made to order being returned because of this.
We strive to keep the information on our Website as up to date as possible, however, all information provided; (including Product Descriptions, Fabrics and other selectable options) appearing on this Website at any given time may not always reflect the position exactly at the precise moment you place an order. We cannot guarantee the price of a Product until your order is accepted in accordance with our email order acceptance procedures.
Damaged or Defective Goods
On occasions when faulty or damaged products require inspection we will arrange prompt inspection of the goods in question. The inspection appointment will be arranged as quickly as possible.
No unauthorised repairs or modifications should be made to the goods.
Any damage sustained to a customer’s property during the delivery must be written on the delivery operative’s delivery advice note.
We do not accept claims, liability and loss or damage whatsoever for any goods, which have been misused or assembled by you or any third party.
Consumer Contracts Regulations 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
• You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
• Your right to return products does not apply to Bespoke or Special Order goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned.
• If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and your phone number and email address.
• You can cancel by email: orders@brenthamfurniture.co.uk
• If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
• We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
Returns, Refunds, Cancellations and Cooling Off Period
For Distance (online & Mail Order) Selling:
Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods.
There are exemptions to online returns which include tailor made / personalised goods.
If you decide to return and item, please be aware that the cost of return shipping will be your responsibility. You remain liable for the goods until that arrive back to our warehouse; therefore we strongly recommend using a secure, insured shipping method, as we cannot issue refunds for items lost or damaged in transit.
All returns must be received at our warehouse within 28 days of delivery and be in a resaleable, unused condition. Items must be in perfect condition, with original manufacturer packaging intact, and must not have been partially or fully assembled.
For Faulty Goods:
Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.
Information on current regulation can be found here https://www.which.co.uk/consumer-rights/l/returns-and-refunds
NEWSLETTER PROMOTION
To qualify for £35 discount minimum order value is £600.
Cancellation Procedure
Any request for cancellation will need to be submitted by letter or email and directed to our head office AS SHOWN IN OUR CONTACT US section below.
*Please refer to special/bespoke orders section
Contact Us
Email: orders@brenthamfurniture.co.uk
Head Office Address:
Brentham Furniture
121-123 Pitshanger Lane, Ealing, London, W5 1RH
Telephone: 0203 2827556
Email: sales@brenthamfurniture.co.uk
Guarantee And Indemnity
The customer should have the responsibility to cover the Company and indemnify the Company against any actions including claims, losses damages and actions incurred which arise from the Company acting on the directions or instructions from the customer or the Customers own actions.
Risk And Title
Title to the Goods shall only pass to the Customer when cleared funds amounting to the full value of the order are received by the Company.
Ownership of the goods will remain with the Company and the Company will be entitled to dispose of them at any time before receipt of payment in full for any Products or services supplied after having notified the Customer of such action by way of recorded delivery letter using the address used against the order. A notice period will be indicated on this letter.
The Risk for loss or damage to the Goods shall pass to the Customer on delivery to the Customer (or delivery to a third party carrier nominated by the Customer)
It is understood that it is the customer’s responsibility to insure and protect goods awaiting exchange or collection.
Law And Jurisdiction
Any contract to which these terms and conditions apply shall be governed in accordance with English law and the parties hereto submit to the non-exclusive
Jurisdiction of the English Courts.
Disputes
Our customer service is important to us. In the event you have a disagreement with us please direct it in writing to our Customer Service Manager at the following address where we will make every effort to resolve the matter quickly and efficiently:
Attention Of The Customer Service Manager: orders@brenthamfurniture.co.uk
Disclaimer
We work day and night to ensure accuracy of our website. With many thousands of configurable products on offer it is not possible to guarantee errors. We will continue to rectify any errors as soon as is possible, but we are unable to accept responsibility for any losses incurred.
Our liability in regard to any contract shall be limited to the value of the goods.
We reserve the right to:
• Change prices without notice
• Remove or change product content
• Update our terms and conditions, and your continued use of the website (or any part of it) following such a change will demonstrate your acceptance of such change
We would be grateful if you would report any errors you may find on our website to us as soon as is possible and we will rectify them at the earliest possible time.
If any part or individual part of these terms and conditions cannot be implemented the Company shall not prejudice any of the other remaining conditions within this contract.
Head Office Address
Brentham Furniture
121-123 Pitshanger Lane, Ealing, London, W5 1RH
Telephone: 0203 2827556
Email: sales@brenthamfurniture.co.uk
This Website is owned and operated by Brentham Furnishers (Ealing) Ltd
Company Registration Number: 2035083
VAT Registration: 227 1717 72
Registered Office Address:
Pinewood,
61 Halstead Road
Gosfield
Essex
CO9 1PG
UK