Terms & Conditions (Online Sales)

General

All terms and conditions on this page apply to transactions placed online with Roomes Furniture & Interiors where no visit to store was made to view the item.

If your order was placed in store or you viewed the item in store prior to ordering online please view our in store terms here.

Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights.

By using this site you are agreeing to these terms and conditions.

Products, prices and content

Whilst every effort is made to ensure the pictures and colours depicted on the site match as closely as possible those of the actual product due to technical limitations, some colours may vary.

All prices are shown in pound sterling (£) * and are inclusive of UK VAT * at the current rate unless clearly stated.

Prices, promotions and product descriptions and specifications are checked to the best of our ability, and whilst every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions.

Any information displayed on our web site(s) or other printed matter by the company is not regarded to be authoritative or certified as the best practice and is only considered to be useful supplementary advice to other certified codes of practice. All information on our web site is updated regularly.

We reserve the right to alter our prices, promotions and specifications without notice.

*The web price includes VAT at 20%.

Product care information

We publish detailed care information which can be found at Care Leaflets

Along with the care information provided by the supplier they contain important information about the maintenance and care of your product that will affect its performance, appearance and any guarantee.

If you have any queries about how to look maintain your product please contact us prior to placing your order and we will be happy to help

Will it fit?

This order is based on the information you have given to us so, it is worth taking a bit of extra time to be sure and double check that firstly the goods you have chosen are suitable in terms of size for the chosen room and also that there is adequate access through doorways and halls to get your furniture into your house. Please note, supplier specification sheets are a guide to size only.

Please refer to our web page Will It Fit?

It is the Customers responsibility to ensure that the product both fits in the room of choice and through entrances and doorways.

Orders

We are pleased to accept orders by online credit/debit card payment, finance application thorugh our approved partner V12 or via PayPal payment. All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay and / or non-delivery of your order. No orders will be accepted or processed without a valid card payment in the name of the registered cardholder.

Cancellation of a special order cannot be accepted once the goods have been put into production, are in our possession, or cannot be cancelled with the Supplier.

Expected delivery dates

On your order we give the estimated delivery period as a guide to when your order is likely to be delivered to us. These dates are not under our control and cannot be guaranteed. Our suppliers are often sourcing raw materials not just in the UK but also Europe, the Americas or the Far East, and sometimes the supply chain can become over-extended. We will monitor expected delivery times and update you when necessary in order to keep as close as possible to estimated delivery dates.

The Company gives no undertaking that the goods will be delivered on the date given, and will not be liable for any loss or damage consequent upon delay in delivery or non-delivery of the goods.

Non-acceptance of an order may be a result of one of the following:-

The product you ordered is unavailable from stock or discontinued by the manufacturer.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.

Cancellation by us:

We reserve the right not to accept any order request if:

we have insufficient stock to deliver the goods you have ordered;
we do not deliver to your area;
one or more of the goods ordered was incorrectly described or priced on the website;
the payment transaction is not authorised;

Incorrect pricing.

On the rare occasion the website is displaying an incorrect or out-of-date price or there are obvious errors or inaccuracies regarding the goods appearing on Roomes website, we reserve the right to remove any item from any order and provide a full refund to the customer for that item.

If we do cancel your contract we will notify you by email and will refund to you any sum paid by you to us in respect of the contract as soon as possible and in any event within 30 days of the cancellation of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Payment

Payment must be received in full on placement of the order.

Goods can be held for 4 weeks with full payment. Thereafter, storage rental charges at our current rates.

Delivery

When we receive your order from suppliers we will check that it is correct and that packing etc is intact and undamaged (As a rule we do not unwrap and check every item prior to delivery, although this can be done by special arrangement).

Our Delivery Service Team will then give you a call to arrange a suitable time and date for delivery. Deliveries will usually be made by our own liveried vans & teams or by a specialist approved contractor

Delivery service, charges & areas

What you can expect on the day of delivery is outlined in https://www.roomes.co.uk/delivery

Installations

The Company can accept no responsibility on installation of the goods(where required) for any damage caused to water, gas or electrical systems, pipes, conduits or cables which are concealed under the surface of any floor, wall or ceiling or any loss (including consequential loss) to the goods, person or property of the customer, or any other persons directly or indirectly resulting or arising from such installation, unless the whereabouts of such systems, pipes, conduits or cables (as the case may be) was notified to the Company prior to the commencement of installation.

If the Company is not notified of the whereabouts of such systems, pipes, conduits or cables prior to installation, the customer will indemnify the Company and its employees against all claims by third parties for loss or damage arising or resulting from the installation of the goods.

Rooms to be cleared prior to carpet fitting or other type of flooring fitting, unless already included in the original order. Any additional work undertaken by the fitter is payable directly to the fitter on completion of the work.

Liability

The Company will not be liable for any loss or damage to the goods suffered in transit unless the Company is notified within three days after delivery. All damage must be reported to us immediately. This does not apply to Manufacturing faults which may become apparent at a later date. The customer is responsible for adequate access for delivery of goods.

What if I wish to cancel my order before delivery?

Please note this applies to orders placed online only where no visit to view the item in-store has taken place - orders placed in-store or where products have been viewed in-store can only be cancelled at the discretion of Roomes.

Under the Consumer Contracts Regulations of 2014, you have the right to cancel your order placed online any time from placing the order until 14 days of receiving it. To exercise this right, please contact us to let us know that you wish to cancel, we will issue a refund within 14 days.

Exceptions to this rule include:

Customised, bespoke or made to order items. For example a sofa ordered and made in your choice of material. These are special order items where we need to place an order for your goods with our supplier and can only be cancelled if the order has not yet been placed with the supplier and we have incurred costs.

What if I wish to return my order?

14 Day Returns - Consumer Contracts Regulations of 2014

Under the Consumer Contracts Regulations of 2014, you have the right to cancel your order within 14 days of receiving it. To exercise this right, please contact us within 14 days of receipt of your order to let us know that you wish to cancel.

Please note that the item(s) must be returned in their original condition and packaging, and you will be responsible for the cost of returning the item(s). If you require us to collect the goods we will charge a collection fee, this will typically be 25% of the value of the goods with a minimum charge of £149. Once we receive the returned item(s), we will issue a refund within 14 days.

Exceptions to this rule include:

Customised, bespoke or made to order items. For example a sofa ordered and made in your choice of material could only be returned if faulty. These are special order items where we need to place an order for your goods with our supplier and cannot be cancelled or returned.
Mattresses, pillows, mattress protectors, pillow protectors, mattress toppers. For hygiene reasons we cannot accept returns of these items unless faulty.

30 Day Returns - Consumer Rights Act of 2015

Under the Consumer Rights Act of 2015, you have the right to return an item if it is faulty, not as described or does not perform as expected. If you believe that your item is faulty or not as described, please contact us as soon as possible after receiving your order to report the issue.

We will arrange for the item to be collected from you, or for you to return it to us, and will inspect it to verify the issue. If we agree that the item is faulty or not as described, we will offer you the choice of a replacement, repair or refund. If you choose a refund, we will issue it within 14 days of agreeing to the refund.

Please note that this policy does not apply to faults or damage caused by accident, neglect or misuse of the item.

Ownership of goods

All items supplied to the customer remain the property of Roomes until final payment of all sums owing in respect of those goods has been received in full by us. Title of the goods shall not pass until full payment is made.

Complaints

If you are not entirely satisfied with your purchase please contact our Customer Service Department on 01708 255320. We will respond to your complaint within 2 working days and try to resolve any issues that you have as quickly as possible.

When handling your complaint, we will
•   send you a prompt written acknowledgment or a summary resolution communication (if the complaint can be resolved within 3 business days)
•   keep you reasonably informed about the progress of your complaint
•   confirm in writing a final response

If you remain unhappy with our final response, and your complaint is product related, you may be entitled to refer your complaint to the Furniture Ombudsman and we are bound to follow any decision that they make. To find out more about the Furniture Ombudsman and how you might be able to use their dispute resolution service visit www.thefurnitureombudsman.org or phone 0333 241 3209.

If your complaint is relating to one of our regulated products such as a finance package or a product warranty, we will endeavour to resolve the issue within 15 days, we will log this complaint separately and always inform our directors.

If you remain unhappy with our final response to your complaint with our regulated products such as Finance Options or product warranty you may at any time contact the The Financial Ombudsman Service. www.financial-ombudsman.org.uk

Your Guarantee

“We guarantee goods purchased from us to be free of defects. If any defect in manufacture or materials used (other than those resulting from normal wear and tear which will vary from household to household and for which we cannot be responsible) are notified to us in the first year after your purchase, we will, free of charge to you, make good the defects or, if we so decide, replace the defective goods.

Roomes structural guarantee

As a family business we are driven by the satisfaction of our customers and your continued support. Our guarantee is an extra service for a period of five years and includes the following:

Upholstery: frames, spring units, metal motion parts.
Cabinet furniture: structure
Beds: springs, divan frames, slats.

The product information care and information literature that was issued with your order together with the manufacturer’s documentation will help explain how to care for your product and explain the individual characteristics in use.

Please be aware we are unable to guarantee the following:

‘Fair Wear and Tear’: in particular upholstery fabric, flattening in pile fabrics, Fabric/Leather soiling, rips, tears, burns, or product mis-use Stretching or puddling of leather, Natural settlement or loss of density of cushion interiors, Leather Surface Contamination caused by hair or body oils, Settlement of Bed fillings, the natural characteristics of wood finishes.

We will be happy to assist you in any way we can with service issues outside the terms of our guarantee (eg fair wear & tear) but these will be chargeable on an ‘at cost’ basis.

Similarly, if goods are considered a manufacturing fault and judged “irreparable”, we will make an allowance against a replacement or alternative product that takes into account the use that item has already had. This will be calculated on a sliding depreciative scale of length-of-use and the remaining guarantee period.

The guarantee will be invalidated if the purchaser does not follow or carry out proper care procedures as outlined in the ‘Product Care Information’ section of the website www.roomes.co.uk/care-leaflets or in accordance with the manufacturer’s recommendations where applicable, or where the product has been adapted, abused or altered.

The amount of any claim under the guarantee shall be limited to the original purchase price paid for the unsatisfactory merchandise.

12 months guarantee applies for Clearance merchandise.

This Guarantee is in addition to manufacturers’ Guarantees, and also in addition to, and not detracting from, the rights which you have at Law