Website Terms and Conditions
By using or accessing our website and /or placing any order(s), you agree to be legally bound by these Terms and Conditions. If you do not wish to be bound by these Terms and Conditions then you may not use or access our website or place orders.
These terms relate to sales over the Internet and by telephone for the website www.gardenfurniturehouse.co.uk. Separate Terms and Conditions apply to purchases made by any other methods with our company.
The contract made by you online with us incorporates these Terms and Conditions, which shall prevail over any and all Terms and Conditions proposed by you.
We advise that you should not proceed with your purchase until you have read and agreed to these Terms and Conditions.
Garden Furniture House is owned and operated by OXFORD FURNITURE COMPANY LTD, a company registered in England under company no. 14526916 (“OXFORD FURNITURE COMPANY LTD”, “We”, “Us” or “Our”). Our registered address is OXFORD FURNITURE COMPANY LTD, Unit 5B & 5C, Tungsten Park, Colletts Way, Witney, OX29 0AX and Our VAT number is 431368703.
1. Product Specifications
1.1 All our furniture is made from quality natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our furniture, you are buying handmade furniture where varying degrees of distressing is generally applied. This is very much intended and makes each piece totally individual as desired by the craftsmen. We sell only genuine rustic designs with varying degrees of distressing from piece to piece; this may involve wood splits, wood filling, knots, purpose distress/scratch marks, antiquing etc. Certain degrees of filler will be used on oak furniture this is common and very much part of the manufacturing process. Please note that our Indian items are usually of a very rustic nature and a heavy distressing is usually applied, this may appear as a dulling or rubbing effect to the waxed finish, knotty and grainy woods are used, this is as intended by the supplier.
1.2 Leather products are made from quality natural leather and accordingly they may not be uniform in colour or texture. Only the finest hides are selected but they will show natural marks and scars on the hide.
1.3 The majority of our products are sold fully assembled, however on occasions certain pieces will need minimal assembly, this has been deemed fit to protect the item in carriage. All items needing assembly will have instructions included.
1.4 We endeavour to display as accurately as possible the colours of our products that appear on the website. However, we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and camera lighting can affect the colouring of items in a picture. Similarly natural wood colour can vary from tree to tree and an exact colour match for solid wood products cannot be guaranteed.
1.5 Made to order items are made to the specification listed on the product page. The measurements can be altered on most items, but please ask for details as the price will change by approximately 30-50%. The Mottisfont range can be ordered in a natural wax finish or painted finish. If a colour is not selected when ordering any products in the painted Mottisfont furniture, then it will be made in their standard cream paint finish. Made to order furniture (in all ranges) takes 6 to 8 weeks to finish, but usually under 6 weeks. Sometimes it can take up to 10 weeks to finish the items during busier times. Please contact us if you need the item sooner than times advertised and we can quote you exact lead time.
1.6 Any and all alterations made by the customer to the product will void all warranties and is no longer returnable, regardless of if the item is faulty or not.
2. Measurements
2.1 We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please email ahead if a small change in size may deem the item unusable when it arrives.
2.2 All dimensions specified by us are approximate. In case there is a typing error or "typo" on the advert text then dimensions will supersede the original advert.
2.3: Please follow all manufacturer's installation and safety instructions.
3. Prices
3.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.
3.2 Goods are delivered on weekdays and sometimes on weekends directly to your home address, to a room of your choice (conditions apply). If you live within the UK mainland, the delivery will be free of charge for all orders but will be charge a surcharge for a few areas as specified; however, any cost of return of non-faulty items will be with the customer. We will use 2 methods of carriage which we will determine on purchase. On larger or multiple items you will receive a call from our carriers to book a convenient delivery date that suits the carriers pre-allocated delivery route. However for smaller items a parcel carrier may be used, the carriers will not call you if this method is chosen, however they will leave a card for you to contact them to arrange the completion of delivery.
3.3 The prices displayed on the website are for on-line purchases and promotions only and are not transferable to sales through any other means.
3.4 The prices displayed on the website in relation to any on-line promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.
3.5 We will not be bound to honour any online listed prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a refund will be offered.
3.6 Items are subject to price change due to stock fluctuations and promotions on a regular basis. Any new promotional prices are only valid for new customers.
4. Payment
4.1 You must pay by credit, charge, bank transfer or debit card at the time of order. The price of any product is the price in force at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website will be correct; that the credit charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your credit charge or debit card details before accepting your order.
4.2 Payment will be taken in full at the time of the order.
4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your valid credit card charge or debit card payment details or you have paid by bank transfer, we have accepted your online order and sent you confirmation of receipt of your order by return e-mail to the address you have given us during the registration procedure and on ordering and then we dispatched the goods to you.
4.4 We are entitled to refuse any order placed by you.
4.5 All credit and debit card payments are made through a secure ePayment system. No financial information is kept or stored with our company. If you purchase multiple products on different days you will have to go through the payment process again or if you place the order over the phone then we can combine your order.
4.6 V12 Retail Finance - We offer you the following payment options:
- V12 Retail Finance – Interest-free options available
- Interest bearing finance
Further information – Please contact info@gardenfurniturehouse.co.uk.
Your personal data is handled in accordance with the applicable data protection law and in accordance with the finance providers’ Privacy Statement.
5. Delivery (Free Delivery*)
5.1 We are only able to deliver online orders to you if you have a permanent address on the UK mainland and UK Isles. We offer 3 types of delivery and more information can be found in Delivery Section of the website. Where delivery is advertised free, it includes one man to the ground floor delivery. If you need furniture to be taken to room of choice then please select a two man delivery.
5.2 We will Endeavour to fulfil your order by the date set out in the e-mail by which we confirmed your order. Where this e-mail did not contain such a date we shall endeavour to fulfil your order within the time-scales advertised on the individual products on your order. All purchases must make allowance of 10 -20 days from date of dispatch for our carriers to fulfil the final delivery to your home.
5.3 Orders totalling less than 30kg may be dispatched by post or courier.
5.4 For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given.
5.5 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our delivery staff considers that access is unsafe then we will not deliver the goods until safe access is provided.
5.6 If you are unable, for whatever reason to take delivery of your goods on the confirmed delivery date arranged by our carrier or we are unable to deliver the goods due to there being no safe means of access to the place of delivery, we shall be entitled to cancel your order and refund your payments less the standard return charges laid out at point 6.6 which will be applicable if the items are returned.
The return charge mentioned will be applicable immediately after the items have left our warehouse, i.e. if the order is cancelled after we have dispatched the item but before delivery to the final destination, the return charge levied by our carriers will still be applicable.
5.7 If our carriers accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods or the value thereof. If there is any damage to the property then Delivery Company will solely be responsible as the delivery is done by an external company. We will do everything possible to help you resolve the issue. It is the customer’s responsibility to remove any tripping hazards, furniture, ornaments or wall fixtures that will constrict the path. Please note that our drivers are not allowed to remove their shoes due to health and safety reasons. It is the recipient’s responsibility to protect floors and carpets.
5.8 Time of delivery is not of the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of www.gardenfurniturehouse.co.uk or any reasonable rescheduling of delivery.
5.9 For the details of our free delivery offer please look at the Delivery page for full details - mainland UK only and excludes some UK postcodes (examples only: IV, DD, PA, AB, KW, EH, DG, FK, G, KA 1-26, 29, 30, KY, ML, PA 1-19, TD, LL, LD, SY, SA. CF, NP, Northern and Southern Ireland, Isle of Man, Isle of Wight, Channel Islands, Scottish Isles, Shetland Islands and Orkney Islands an additional charge may apply)
5.10 Items ordered on 'Next Day Delivery' will be delivered the following working day providing your order is placed before 11am. Next Day Delivery is subject to availability and may be withdrawn from time to time when we have high demand until the backlog is cleared.
5.11 Garden Furniture – Any special order for garden, dining table, sofa etc. which have been arranged for delivery on special circumstances can’t be returned. We will only offer a credit note in these circumstances.
5.12 There will be a charge of £300 for the return of marble or large glass extending dining tables, which are delivered by our specialist delivery team. The item must not have been assembled as assembly of the goods is deemed as acceptance. Alternatively, customers can return the item back to our Witney warehouse for a full refund.
5.13 Garden Furniture on a pallet is delivered in 3 to 5 working days. Normal delivery is 10 to 20 working days. Free Cover / Parasol etc. are subject to availability and have no cash value.
5.14 Please check the measurements and delivery access to your home. It is important to check the measurements of Your Products by visiting Our Website or by calling our customer service team. Please ensure that there is adequate doorway and stair access. We cannot accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you.
5.15 Any changes made to your order might impact the delivery date. We may be unable to deliver Your Products on Your confirmed delivery date should changes occur. If we are unable to deliver your entire order on the same day, we will deliver your order in instalments. We will not charge you for deliveries in instalments unless this is a result of your request.
5.16 If you choose to have Your Products delivered to your own third party carrier, we will not accept any responsibility or liability for any damage to Your Product(s) once they are out of our control. Any forwarding delivery is at your own risk.
6. Returns, Refunds and Your Right to Cancel
6.1 Cancelling before delivery. You can cancel an order by contacting us, but should you wish to cancel an order, please try and can give us as much notice as possible before the arranged delivery because our products begin their journey to you at least three days before the delivery date.
6.2 Your rights to cancel due to a change of mind. If you are a final consumer (i.e. not buying the product(s) in the course of Your business, trade or profession), then you have the statutory right to cancel your order within 14 days – the “cancellation period”, after delivery of all the products you have ordered without giving any reason .
6.3 The cancellation period will expire after 14 days from the delivery date or if you use your own third-party carrier, the date of our delivery to such third-party carrier. After this 14 day period has expired we do not accept returns of any Products purchased unless faulty or not as described.
6.4 To exercise your right of cancellation, you must contact us within 14 days from delivery with your intention to return the Product.
*** Please note the requirement to report any transit damages within 2 working days through our Damaged/Returns Items Form. This will allow us the time to take the necessary steps to rectify your order. ***
6.5 If you have received the Products relating to the order you wish to cancel, you must return these Products to us within 14 days from the date of your cancellation. We ask that you try to return Your Products to us in or with their original packaging* to protect the Products while they travel back to us. If you wish to use your own packaging, please ensure that this provides adequate protection for the Products. If we deem that your packaging is not appropriate for transit, we may: (a) charge you a reasonable sum to repackage the Products to a sufficient standard on collection of the Products; or (b) accept the Products and make a deduction where the inappropriate packaging or unreasonable handling has diminished the value of the Products. Nothing in this paragraph affects your statutory rights.
*for hygiene reasons, mattresses must be in original packaging and unopened.
6.6 Except where Your Products are faulty or not as described, you will have to bear the direct cost of returning any Products to Us. Please return the Products to Garden Furniture House, Unit 5B Tungsten Park, Off Downes Road, Colletts Way, Witney. OX29 0AX. If you would like us to collect the Products from you, then you agree that we may charge you the following return fees based on the size of each product to cover our direct costs:
Please note the largest item will always be considered the first item and any smaller items will make up the balance of the fees:
- Small items (side tables and garden accessories) – first item £20, subsequent small items £10 to a Maximum of £100.
- Due to the size, Garden Furniture Sets carry a £150 collection charge.
*Please note the largest item will always be considered the first item and any smaller items will make up the balance of the fees.
6.7 To meet the cancellation period deadline, it is sufficient for you to send your notice of cancellation before the cancellation period has expired. If you send us a notice of cancellation by post and / or return the Product to Us, We advise you keep proof of postage.
6.8 If You decide to cancel Your order, we will reimburse you for all payments which we have received from you in relation to your order, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive option offered by us), less any return fees.
6.9 We may make a deduction from the reimbursement for loss in value of the product(s) supplied up to the total price of the product(s) if the loss is the result of damage caused whilst the Product was under your care.
6.10 We will make the reimbursement without undue delay, and no later than:
5 to 10 days after the day we receive back from you the products supplied; or (if earlier), 14 days after the day you provide evidence that you have returned the product(s) to us; or if no products were supplied to you, 14 days after the day on which we are informed about your decision to cancel the order.
6.11 We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the product(s) back or you have supplied evidence of having sent the product(s) back, whichever is the earliest.
6.12 Return of items subject to Credit. The purchase of any product(s) on credit terms is made concurrently with a finance agreement between you and the finance company. In the event that you seek to return products that have been purchased under a finance agreement, we will return to the finance company any and all sums advanced by the finance company in relation to their agreement with you once we have received the returned product(s) (if applicable) plus any return fees.
6.13 Self-assembly items that have been constructed should be returned disassembled in their original packaging. A fee may apply to any assembled self-assembly items that are returned dependent on the level of construction/usage.
6.14 After this 14 day period has expired we will be unable to accept returns of any items purchased unless faulty. For an item to be classified as faulty the product must be in less than perfect condition, dysfunctional or of un-merchantable quality at the time of delivery. A fault may also be classified as a defect that manifests itself within a reasonable period of time after delivery which can be attributed unanimously to a manufacturing defect or poor quality workmanship and not due to maltreatment by the customer.
6.15 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.
6.16 In the event that you later discover a manufacturing defect in the goods for which you require compensation or other remedy, you must report the defect within 30 days of the date you receive them. We must be emailed images/photos of the damage/fault within 30 days and before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. Should you raise an issue over the 30 days, but within 6 months, we will initially offer a repair and should the item not be repairable a replacement will be issued. For any issues raised over 6 months, but less than 6 years, only a repair will be available.
6.17 We will not be liable for any damage or loss resulting from repairs/installation attempted by you or third parties (in this case courier companies etc.).
6.18 For bespoke furniture, we do not offer a full refund, we will refund the customer 60% of the order amount. The remaining 40% will not be refunded and will be passed on to the manufacturer as a re-stocking fee for the products.
6.19 Garden Furniture House will not be liable for any damage or loss caused by the 3rd party carriers within your property.
6.20 If the item is returned then the packaging should be intact and unspoiled. As damaged or spoiled packaging reduces the value of the item a charge may be applicable should items be returned in poor condition.
6.21 Additional Services such as Delivery Plus (Two Man), Delivery Super Plus, Express Pallet Deliveries etc. are none refundable once service has been completed.
6.22 Opus Handles (Oak) are complimentary and are subject to availability.
6.23 Rattan furniture is handwoven item and will be finished in different ways in different things. It won't be 100% uniform due to the nature of the product. A small variation will be expected.
6.24 Mattress can only be returned if they are in original packaging. Please don't remove the packaging if you are unsure to keep the item, as we can't take any mattresses back due to hygiene reasons. All Mattresses are made to order and delivery time will vary between 4 to 6 weeks.
6.25 If the customer has made arrangements to have their own third party carrier collect the item from a distribution centre then the customer must give us at least 48 hours' notice of the collection date. All items must be checked before loading as we are not responsible for any damages incurred by third party carriers. Any damages found before loading must be informed to the distribution centre as well as us.
6.26 All bookcases that require assembly will need to be assembled flat on the floor and raised into position. Allow between 70 to 150 mm to the height to raise the items from a flat position to an upright position.
6.27 If the Seller does not have sufficient stock to be able to deliver the goods ordered by the Buyer then any sum paid by the Buyer will be refunded or re-credited to your account and the Seller will notify you at the address given by you in your order form. The refund will be made as soon as possible and, in any event, within 30 days of your order and the Seller will not be obliged to offer any compensation for disappointment suffered.
6.28 Collection of Goods
If the customer has collected the goods either from our distribution centre/warehouse/showroom/delivery depot, they can’t be returned unless they have a manufacturing fault. The goods need to be returned to the distribution centre as they were not delivered in the first place.
6.29 If You decide to cancel Your order, we will reimburse You for all payments which We have received from You in relation to Your order, including the cost of delivery (except for the supplementary costs arising if You chose a type of delivery other than the least expensive option offered by Us), less any return fees
6.30 We may make a deduction from the reimbursement for loss in value of the product(s) supplied up to the total price of the product(s) if the loss is the result of damage caused whilst the product(s) was/were under your care.
7. General
7.1 Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to strikes, lockouts, accidents, war, fire, reduction in or unavailability of power at the Seller’s premises or its manufacturing plant, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, global pandemics, and the party shall be entitled to a reasonable extension of its obligations.
8. Promotions
8.1 Promotions cannot be used in conjunction with any other offer.
8.2 Specific promotions exclude orders using the interest-free credit payment option.
8.3 Any promotional offer is valid for new orders only, placed within the timescale of the offer stated. No retrospective discount will be adhered to.
8.4 We reserve the right to refuse any order for any reason.
8.5 Should a partial refund be required for any reason, any promotional discount given becomes null and void and will be removed from the amount due to be refunded.
8.6 All promotions are not valid when used in conjunction with Cashback scheme.
9. Mobile Terms of Service
9.1 The Garden Furniture House mobile message service (the "Service") is operated by Garden Furniture House (“Garden Furniture House”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
9.2 By consenting to Garden Furniture House’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Garden Furniture House through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, cart reminders etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
9.3 You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Garden Furniture House. Your participation in this program is completely voluntary.
9.4 We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
9.5 You may opt-out of the Service at any time. Text the single keyword command STOP to Garden FH or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Garden Furniture House mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
9.6 For Service support or assistance, text HELP to Garden Furniture House or email marketing@oakfurniturehouse.co.uk.
9.7 We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.
9.8 The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
9.9 To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.
10. Privacy Protection
10.1 Garden Furniture House takes information about you in order to respond to your queries and tailor our support to suit your needs. We do not provide this information to any third party companies or share it with affiliates. For more details please read our Privacy Policy page.
11. Applicable Law
11.1 We control and operate the website from our offices within England. Accordingly, the laws of England and Wales govern claims relating to, including the use of, this website and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England and Wales will apply at all times.