Terms & Conditions of Sale for purchases made online or on the telephone
For Goods purchased on our website or by telephone.
Melrose Fyne Limited is a company registered in England with company no. 11553066. Our registered address is 24 Warminster Road, Westbury Wiltshire BA13 3PE.
Definitions of Melrose Fyne (Us, We, Our)
These Terms and Conditions will apply to your purchase of any goods from us on our Website or by telephone. We may amend these Terms and Conditions at any time to make sure that we remain compliant with relevant laws and regulations and/or to reflect any changes to our business operations, thus ensuring that we are regularly striving to improve your experience.
All purchases made on our website are governed by these Terms & Conditions at all times, although the Terms & Conditions appertaining to any purchase will be those in effect at the date of your order. If you order goods after we have published any alterations to our terms and conditions you will be bound by those changes. Therefore, you should check prior to each order to ensure that you understand the specific Terms & Conditions applicable at that time. Please read these Terms and Conditions and the documents linked to these Terms and Conditions carefully at time of ordering. You will be required to accept these Terms and Conditions before we are able to accept your order.
We have tried to make these Terms and Conditions easy to understand but should any aspect appear unclear when you read them, please contact us.
If you have any questions about these Terms and Conditions or do not accept them, please contact us by; Telephone on – 0800 181 4580 Online - Melrosefyne.co.uk
Email – firstname.lastname@example.org
2.0. Placing an order
This section sets out how a legally binding contract will be formed between you and us.
You may purchase Goods from us by placing an order on Our Website or by calling our sales team on 0800 181 4580. You must be 18 years or over to place an order and have the necessary authority to purchase the Products.
You are responsible for ensuring that the information you provide to us is correct (including your email address and delivery address for the Goods ordered), otherwise we may not be able to confirm your order and deliver the Goods to you.
It is important that you are confident that there is sufficient access to your chosen room based on the dimensions provided on our website.
On receipt of your order we will send a confirmation email to you to the email address you have provided to us confirming receipt of your order; this will include your payment details, your order number and personal details, this is our Order Acknowledgement to you.
No order is accepted by us until we have received payment in full from you and have sent you an Order Acknowledgement, at which time a contract of sale has been formed.
We will contact you if your order has not been accepted. This will usually be because your payment has not been authorised.
3.0. Product Specifications
Our policy is one of continuous product development, therefore we reserve the right to amend the specifications of any Goods without prior notice in relation to future sales. This includes adjustments to sizes or detailing on individual items purchased.
Our hand made furniture is produced using a combination of engineered timber and solid ‘A’ grade American White Oak. We source only the finest available oak, which will have some natural imperfections such as variations in grain and accordingly appearances may vary. This will mellow with age and exposure to sunlight. Each piece is handcrafted, so no two pieces will be exactly identical. This applies particularly to the finished colour of the oak tops between one item and another. The variance of colour is part of the beauty of natural oak. This does not affect your statutory rights and as such, if you believe that the condition of the Goods delivered to be faulty or not as described, then please read section 7 and 8 below and / or contact our customer services department.
Every effort is made to display as accurately as possible the paint colours of our Goods that appear on our Website and in other promotional materials. We cannot guarantee however the complete accuracy of the pictures or photographs that are shown. Many conditions such as your monitor or screen settings can affect the colouring of items in a picture. Colour shades may vary from those on a digital display due to the nature of computer generated images.
Most of our Goods are supplied fully assembled. There are some exceptions to this eg all dining tables and beds and some wardrobes. Any handles e.g. for drawers and wardrobe doors will be inverted on drawers and doors to protect them during transit. Furniture requiring some degree of home assembly will be clearly identified in the individual Product description on Our Website, and clear instructions will be provided with the item.
Failure to treat natural wood surfaces can result in problems. Our furniture care and cleaning guide can be downloaded as a PDF here and can be printed for your future reference. A copy of this will also be supplied with your furniture. This does not affect your statutory rights and as such if you believe the condition of your item(s) is unacceptable then please contact the customer service department
Prior to leaving the factory, your furniture is carefully Quality checked, and we are confident that you will receive it in the same pristine condition. If you order items with solid oak tops, it is possible that, until the item has fully acclimatised to the temperature and humidity in your home, you may see minor splits in the grain of the oak. It is a ‘live’ material, and as such the grain can be subject to minor movement.
The price of goods is as stated on the order pages when you submit your order to purchase the good (s) on the Website (as applicable). All prices are in Pounds Sterling.
Any prices relating to any online promotion are valid strictly until midnight on the day on which the promotion expires.
Occasionally, there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, delivery charges, delivery estimates and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change and update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order)
The price of any item is the price prevailing at the date and time of your order. You confirm that all details provided to us for the purpose of purchasing Goods which may be offered by us on our Website are correct; that the credit 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 or debit card details before accepting your order.
Payment will be taken in full at the time of the order.
We reserve the right to refuse any order placed by you, and the right to cancel and refund any order.
Please check the measurements and delivery access to your home. All dimensions stated on the website are the finished product external sizes in millimetres. All dimensions are approximate. 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 a failed delivery due to inadequate access.
Please check that the route from the lorry to your room of choice is safe and free from potential problems or hazards. As we are unfamiliar with the layout of your home, we cannot advise whether your Products will fit, we ask that you take reasonable steps to ensure that the Products can be successfully delivered to you. This includes making sure that the delivery vehicle can access your property, and by measuring any door or ceiling heights, accounting for twists and turns (including your staircase and banister) that may cause difficulties during the delivery. Your order will typically be delivered via a large van, so please be sure your property is accessible for this type of vehicle. If you think there may be an issue, please call us prior to delivery.
It is helpful if you can be at your home to accept the delivery. If you are unavailable to accept the delivery, please note that there must be someone over the age of 18 at your property to receive the delivery on your behalf.
Please take reasonable steps to remove any internal or external tripping hazards, such as furniture, ornaments, wall fixtures or cables that will obstruct the route to your room of choice. We will not be held responsible for any damage to these items if they are not removed, unless caused by our negligence. Please note that our drivers are not allowed to remove their shoes (for health and safety reasons) when delivering such heavy items. You should take care to ensure that the route is safe and accessible before the delivery team arrive. We recommend you take steps to cover floors and carpets if necessary and where possible secure temporary coverings to avoid tripping hazards. We cannot be liable for failure to deliver due to inaccessibility or for marks, scratches or damage caused to your property, internally or externally, unless such damage is caused by our negligence.
From the date of placing the order, to the receipt of your order, will be approximately 5-6 weeks. This applies to Mainland Only. Delivery to Scottish mainland postcodes may incur a slightly longer lead time.
We are only able to deliver to addresses in the United Kingdom. Delivery to certain postcodes may take longer than others.
We will advise you of an estimated lead time at the point of ordering. Your order will be delivered via a 2 man delivery service. We will contact you once we have dispatched your order to the delivery Company, who will then contact you direct to agree a suitable time and date for the delivery.
If the delivery Company are unable make to the delivery at the pre-arranged time due to circumstances within your control, (e.g. the Products will not fit), we reserve the right to charge you a failed delivery fee, based on the size and number of items.
Time of delivery is approximate. We cannot be liable for any loss or damage suffered by you through any reasonable delay due to unforeseen circumstances.
In the unlikely event that there is an issue with your Goods on arrival, please bring this to the attention of the delivery team, who, if necessary and appropriate, will take images of the issue. If an issue is apparent after delivery, please notify us immediately, and our customer service team will help to resolve the matter for you as quickly as possible. Once your service case has been raised, a member of our customer service team will look into the best way to resolve the situation. Product issues are only dealt with by our customer services team. We will require you to provide certain information about the reported fault (including a photograph of any damage) to enable us to investigate and resolve the issue.
The charges below include delivery to your room of choice, removal of transit protection and packaging, and repositioning handles.
Flat Rate Delivery (Any Order size - Including Installation)
7.0. Refunds, returns or alterations
As we are a company offering hand made bespoke furniture, made to order, we cannot accept returns or cancellations once work on your goods has begun. Your order will be specific to your requirements, i.e. Choice of handles, colour choice, etc. Please ensure all details are correct when placing your order and that you are happy with all design decisions. We reserve the right to charge you for any changes to designs once your order has been placed.
If the goods delivered are faulty or not to the expected standard, and following all other attempts have taken place to resolve any issues as agreed by you and us, We will make a reimbursement using the same means of payment as you used for the initial transaction, unless you/we have agreed otherwise. You will not incur any fees as a result of the reimbursement. We will withhold reimbursement until we have received the goods back.
8.0. Your rights where we deliver faulty Products
By law, we are required to supply Products which are as described by us, fit for purpose and of satisfactory quality.
Please contact us via the contact details at section 1, to discuss a resolution including providing a repair, replacement goods, an allowance or a refund. We will ask you to provide certain information about the goods in question to enable us to investigate and resolve the issue.
Any refunds made to you in respect of faulty goods will be subject to us collecting the goods from you which we will do at our cost. We will agree a time with you to collect any faulty goods.
9.0. Guarantees and claims under guarantee
The provisions of this section apply in addition to your statutory consumer rights in relation to faulty products. These rights are not affected by the guarantee.
We guarantee all Products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all cases we reserve the right to inspect the Product and verify the fault.
These guarantees do not cover fair wear and tear and natural characteristics of the Oak components, which includes small levels of grain movement which can result in the appearance of small splits; neglect; abuse or misuse of your Products in failing to follow correct care procedures as detailed in our care guide. This includes loss or damage due to fire, smoke, water, lightning, sunlight, weather, theft or explosion; accidental damage or loss or damage caused by a third party.
Should you agree, we will arrange to repair a defective Product free of charge. If a repair is not possible or practical, we will offer you, at our discretion, a replacement or a full refund. We reserve the right to send out an independent third party furniture specialist to inspect and, if you agree, repair your furniture.
If a refund is given under the terms of the 12 month guarantee, we reserve the right to deduct from the refund a reasonable amount in line with the amount of use you have had from the Product, prior to reporting the fault.
Should it be necessary to replace a product part way through the guarantee period, then the guarantee for the replacement will cease after 12 months from the original (1st) delivery date.
10.0. Our liability to you
These Terms and Conditions do not exclude or limit our liability (if any) for:
Death or personal injury caused by our negligence;
Fraudulent misrepresentation; or
Any matter which it would be illegal for us to exclude or attempt to exclude our liability.
We are only liable to you for losses which you suffer as a direct result of our breach of these Terms and Conditions and which are reasonably foreseeable. We are not liable for any other losses.
We are not responsible to you for loss of earnings or any business losses that you may incur, including but not limited to lost profits, lost revenues, business interruption or lost data.
You may have other rights granted by law and these Terms and Conditions do not affect these.
11.0. Privacy & Confidentiality
12.0. General terms
In purchasing Goods, You represent and agree that you are buying the Goods solely for your personal use, and not for business reasons (for example resale or commercial distribution).
You may not transfer any of your rights under these Terms and Conditions to any other person.
We may transfer any of our rights under these Terms and Conditions to any person or ask any person to fulfil any aspect of them so long as the performance of these Terms and Conditions is not affected.
Only you and us have any rights under these Terms and Conditions. No other person shall have any rights under these Terms and Conditions.
You may not use our trademarks or intellectual property without our prior written consent.
If you are a consumer, then nothing in these Terms and Conditions will affect your statutory rights.
If any of these Terms and Conditions are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these Terms and Conditions shall remain in full force and effect.
The laws of England and Wales apply to these terms and conditions and any dispute between you and us and you hereby agree to the non-exclusive jurisdiction of the Courts of England and Wales.
These terms and conditions together with your order form set out the whole of our agreement relating to the supply of Goods to you by us.