Terms & Conditions
This website is owned and operated by: Case Furniture Ltd, 23 East Hill, London SW18 2HZ, UK. Registered in England and Wales. Company registration number 05077828. VAT registration number 873149211.
For customer services and enquiries, please contact us.
- How to Place an Order
- Cancellations and Returns
- Faulty Goods
1. How to Place an Order
Orders can be placed through our website, over the phone or via email. After you have placed an order with us, we will email you within 24 hours (or next working day) with an order confirmation and additional information relating to your order. Once you have received a confirmation you will have entered into a purchase contract with us.
In the unlikely event that there is a pricing mistake or the goods are no longer available, we will advise you of this. In this case you will not receive a confirmation email and therefore, there will be no contract between us.
Case reserves the right to cancel an order or transaction at any time, for any reason. Refusal of service is at the sole discretion of the company.
We deliver using a variety of logistics partners depending on the size of the item and destination. While we do everything we can to adhere to delivery times stated, Case Furniture cannot be held responsible for any delays which are beyond our control.
Our products are quality-checked before leaving the factory to ensure they are in perfect condition. Please inspect your goods upon arrival and do not sign for them unless you are certain that they have arrived in good condition. If you are unable to check the contents on arrival please specify that you have inspected the box only (remark on its condition if possible) and please check goods within 24 hours. If you sign for the goods and they turn out to have been damaged, the transport company will not assume liability.
In order to keep your goods in the best condition possible during transit, they are carefully packaged to avoid damage. It is essential you keep the packaging until you are 100% satisfied with your order. If you wish to return your order for any reason we can only accept the products if returned in their original packaging. It also essential to keep the packaging until you are 100% satisfied with the order because in case of damage the delivery company will need to inspect the packaging.
Delivery outside the United Kingdom (mainland) is on a kerbside delivery service only. Where alternative delivery arrangements need to be made through a specialist delivery company, any additional costs incurred will be charged to the customer.
Delivery company disclaimer:
Please be aware that although our delivery drivers take every care when delivering your products, we cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in process. It is your responsibility to take every care to cover any carpets or furniture and remove any valuables, including artwork, from the delivery area.
Delivery charges and surcharges apply.
If you need information on weight of the items, please contact us.
The customer is responsible for ensuring that access to the address is suitable for delivery of the order. For example, doorways should be large enough to receive the goods, ample space to manoeuvre the items through the property is required and parking should be available outside, for successful delivery. If in doubt, we recommend a full site survey is conducted prior to placing your order. Case Furniture will not be liable to pay for any additional charges or damages caused to your goods or property due to access restrictions.
Where the property access is restricted (e.g second floor or higher, no lift or narrow stairwells) delivery could incur additional charges and the customer should notify us of all details when placing the order. Case Furniture will not accept cancellations on the grounds of access issues that were not declared at the time of placing your order.
You are able to cancel your contract with us at any time up to 14 days after the day of delivery. If you wish to cancel your order you must contact us.
If you request a refund, we will refund the amount you paid for your goods, excluding the original delivery and the charge for returning the goods (unless they are faulty or damaged). The delivery charge is non-refundable.
Case Furniture reserve the right to refuse a refund or deduct up to 20% of the original sale price from the refund amount, if we find that the product has been returned to us in a condition that is unsuitable for resale. Any products returned should be unused and in their original packaging.
Made to order products or customised items, such as upholstered chairs and sofas are not eligible for refunds unless they are proven to be faulty.
For security reasons, refunds are given by the same method that the original payment was made by.
This cancellation policy does not affect your statutory rights.
5. Faulty Goods
We work hard to ensure your goods arrive in a perfect condition. However, if you should find any problem with your order please contact us immediately. We will refund you the full amount if you return the product to us within 30 days after the date of purchase.
Please do not attempt to fix the problem yourself, contact us first. We are unable to accept any goods back if changes have been made, as it will invalidate the manufacturer’s warranty.
We try to display our products as accurately as possible on our website. However, as different computers display different colours, we cannot guarantee the complete accuracy of the pictures or photographs shown.
We supply high quality furniture grade wood. This may vary for grain, colour, knots and other markings. We do our best to select and match as appropriate but we cannot accept returns on the basis of natural variations. Any special requirements for colour, matching, etc. must be provided in writing.
Wood warpage, shrinkage, and dimensional changes:
Wood is an active material, in that it is known to have dimensional changes depending upon moisture, temperature, humidity etc.
We purchase and supply furniture grade 1 wood which has been dried to correct moisture content but sometimes warping and shrinkage can still occur, especially when the furniture is shipped to drier climates than where it was made. We will accept returns if the timber was not appropriately dried but we cannot accept returns that stem from climatic differences. Should movement occur in the wood, addressing issues of temperature and moisture usually resolves the issue.
These terms were last changed on 28 January 2020.