Terms & Conditions for Online Orders
Welcome to our website terms and conditions page. Please be aware that they do not affect your statutory rights, and please read them through carefully before using the website.
We do carry small stocks of some finished items for immediate delivery/collection although the majority of our items are made to order with an average manufacturing lead time of 8 weeks from point of order to delivery. We have a policy of maintaining communication with our customers during the manufacturing process through to the delivery point and beyond.
We are able to accept a 20 % deposit on orders providing any outstanding balance is paid before delivery. If you prefer to pay by this method please contact us on 01756 753378 or email us at sales@royaloakfurniture.co.uk
The following Terms and Conditions apply to orders placed via the Royal Oak website.
Kent Furniture Limited Trading as The Royal Oak Furniture Company ("Royal Oak ", "we", or "us") reserves the right to change these terms and conditions from time to time without notice to you and any changes will take effect on the day they are posted. Any such changes will be posted on this section of the website and your continued use of the website constitutes your agreement to be bound by the prevailing terms and conditions. You will be requested to read and accept these terms and conditions every time you place an order. For this reason we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. We also recommend to all our customers to print and retain a copy of the terms and conditions for future reference.
If you have any questions relating to these terms and conditions please contact us on info@royaloakfurniture.co.uk or call us on 01756 753378. The current Online office hours are:
Monday – Friday 09.00 am – 17.00 pm. For urgent out of hours calls please leave a message on our answerphone (quoting order number or reference, your name and contact details). We endeavor to deal with all queries within 1 working day.
A. PURCHASING PRODUCTS
1. The Contract
1.1 You place an order on the website by selecting an item and following the instructions.
1.2 You will have an opportunity to check and correct any input error in your order up until you click the Submit Order button.
1.3 After you have submitted your order you will receive an order acknowledgement e-mail from us. Please note that this e-mail is an acknowledgement and not acceptance of your order.
1.4 If you are paying by credit card, we will authorise your debit or credit card payment. Once payment has been authorised and we have determined the availability of stock we will arrange for the delivery of the goods to you. Acceptance of your order and the creation of a legally binding contract between us will only occur when we send you a second e-mail which contains the details of am approximate delivery date telling and confirming how your goods will be delivered to you.
1.5 We reserve the right to decline all or part of any order for whatsoever reason and should this occur we will e-mail you with these details.
1.6 It is recommended that you retain all e-mails relating to your order and contract.
1.7 The details of your specific order are filed by us, should you want any information regarding this please contact us.
2. Payment
2.1 If you have chosen to pay by card, we will process the payment for your order using the credit or debit card details you have provided. We will do this only when we have received your order and checked our stock and/or manufacturing status. In the event that there is insufficient stock/raw material to satisfy your order within the 8 weeks quoted on our website you will be informed as soon as possible. As Royal Oak is the manufacturer, unless there are exceptional circumstances we should always be able to produce your chosen items subject to an extended delivery time. If you are happy to accept the proposed revised delivery time we will process your order or alternatively you may request cancellation. Any refunds will be processed through your chosen credit or debit card used for the payment of the order.
2.2 If your order contains any item that you have opted to pay a 20% deposit by card, the balance outstanding must be paid in full before delivery is made. When your order is near completion we will telephone/e-mail you to arrange a delivery date/time at this point you will be asked to make the final (80%) payment (see 4.3 below).
2.3 Your order will only be delivered after we have received the full/final payment (i.e. the final outstanding balance should you have elected to initiate the order by paying the 20% deposit, see 4.3 below). We do not operate a ‘cash on delivery’ system.
2.4 We will advise you if your payment details cannot be authorised for any reason, we may then invite you to pay by another method.
2.5 All prices and charges on this website are quoted in UK pounds. The price you pay for your order is that price which is displayed on the website. Prices include VAT unless otherwise stated but exclude delivery charges. Delivery charges are shown as part of the checkout process. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the order. If we are unable to contact you we will treat the order as cancelled and you will receive a full refund.
3. Payment Security
3.1 All credit and debit card payments that are made on our website are protected by a secure connection. This secure connection ensures that your credit and debit card is encrypted prior to it being transferred to the bank for authorisation.
3.2 As an additional security means, no credit or debit card details submitted online are stored directly by us once your order has been processed.
3.3 If you have authorised us to obtain a second or final payment of your order on your chosen card, we will use the same secure connection to request these monies to be transferred to the bank for authorisation. Your CV2 number is not retained by our Secure Payment Provider (SPP).
4. Delivery to you
4.1 We will deliver the goods you have ordered to the address you give us for delivery at the time you place your order. We can only deliver to addresses within mainland England & Wales. For the Scottish Mainland and other off shore locations, including the Isle of Wight, additional charges will apply. Prices are available on application. For the Channel Islands, Isle of Man, Scottish Islands, Northern Ireland or the Republic of Ireland where we are able to obtain quotations, again additional charges will apply. See our delivery page for more information. We are pleased to ship goods internationally providing the freight cost and any insurance required is prepaid. For International orders please request a quotation prior to ordering. Customers outside England, Scotland & Wales may prefer to appoint their own carriers and may do so by calling us on 01756 753378 or email at info@royaloakfurniture.co.uk
4.2 We aim to deliver your furniture within the maximum 8 week lead time quoted on our website. Where multiple items have been ordered, we will endeavor to deliver them all together by the longest lead-time quoted. We will try to accommodate any split delivery requests if possible but this must be agreed with our sales team by calling us on 01756 753378 or by email at sales@royaloakfurniture.co.uk to make arrangements. This additional service will be subject to a further carriage charge. If the circumstances of your order change, we will contact you. If, however, it is delayed due to circumstances beyond our control, then we cannot accept any liability for consequential loss.
4.3 We will contact you when your order is near completion to arrange a suitable delivery/collection time (within normal working hours). At this time you will be asked to pay any outstanding balance on your order if you elected to pay a 20% deposit (see 2.2, 2.3 above). Please note should we attempt to deliver your order and find nobody to accept delivery at the agreed date/time we reserve the right to request additional payment for redelivery. Our website carries an overall manufacturing/delivery lead time of 8 weeks however we will inform you of a more accurate date when confirming acceptance of your order.
4.4 You will become the owner of the goods (and be liable for the loss or destruction of the goods) at the time of delivery, provided that we have received payment in full for the goods.
4.5 Our delivery team will carefully install your new furniture in your home, exactly where you want it (subject to access). They will remove all wrappings and packaging and dispose of them for you.
4.6 All deliveries must be signed for. If you are out when our delivery team arrives, they will leave a card with a contact number for you to call them and arrange a delivery at a future date. Please note that there will be an additional charge for this.
5. Delivery Access
5.1 Before placing an order, please check that there is adequate access to the building/delivery address and that the items of furniture ordered will fit through any passages, stairwells, landings and doorways on the way to the destination room. This is the responsibility of the customer.
5.2 Should you have any concerns over access or questions, then please email info@royaloakfurniture.co.uk or call us for advice on 01756 753378.
6. Cooling Off Period (applies to online orders only)
6.1 You are entitled to a statutory cooling off period beginning from the date you placed your order online and ending 7 working days after you received the goods. Certain goods are exempt from this cooling off period, for example special order or bespoke items ordered.
6.2 You must inform us in writing during the cooling off period that you are cancelling the contract (e-mails are accepted).
6.3 If you have not received the goods at the time of cancellation of the contract, and we have not processed the goods for delivery, we will refund to you all the monies paid by you for the goods in question including the delivery charges in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of the cancellation being accepted.
6.4 If you have not received the goods at the time of cancellation of the contract, but we have processed the goods for delivery, and they are en route, you must not unpack the goods when they are received by you. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible. We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods, in the same form of payment originally used for the purchase, as soon as possible and in any event within 30 days of your cancellation being accepted.
6.5 If you have received the goods at the time of cancellation of the contract, the goods must be returned to us as soon as possible. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible. We will refund to you all the monies paid by you for the unwanted goods in question, including the original delivery charge, and excluding the cost of collection if that service has been rendered by us. The refund will be in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your order being accepted, PROVIDED THAT the goods are returned by you and received by us in the condition that they were in when delivered to you.
6.6 If you do not return the goods to us we shall be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.
7. Damaged or Defective Goods
7.1 Every effort will be made to ensure that the goods you have ordered arrive undamaged and without defect.
7.2 If the goods are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately, which will be provided by the delivery team. If damage is discovered after delivery, you must contact us within 3 days of delivery of the goods.
7.3 If the goods are damaged, and we are unable to repair the item to manufacturing standards, we will send a replacement item upon confirmation that the damaged item has been returned to us or by us agreeing to collect and replace it in one action.
7.4 If the goods are found to be defective we will refund all monies paid by you for the goods in question (including the delivery charges) together with any return delivery charges you may have reasonably incurred if you have undertaken to return the items yourself (as long as we have agreed the return delivery amount in advance), in the same form of payment originally used for the purchase as soon as possible.
7.5 The amount of any refund under the guarantee shall be limited to the original purchase price paid for the unsatisfactory merchandise. Our guarantee does not extend to non-domestic usage, nor to goods which are taken outside the UK.
8. Cancellation by Us
8.1 We reserve the right not to accept any order request if:
8.2 We have insufficient stock to deliver the goods you have ordered;
8.3 We do not deliver to your area;
8.4 One or more of the goods ordered was incorrectly described or priced on the website;
8.5 The payment transaction is not authorised; or
8.6 You have not complied with the provisions of paragraph 12 of these terms and conditions.
8.7 If we do cancel your contract we will notify you by e-mail 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.
9. Stock Levels
9.1 As far as reasonably possible all products featured to buy on the website are either in stock and available at the time of ordering, or are produced to order with the anticipated lead-time.
9.2 If any item is out of stock we will notify you and proceed in terms of paragraph 2.1, 2.2 and 2.3 as appropriate.
10. Unforeseen Circumstances
While every effort is made to meet our customers' demands, cancellations or variations may be necessary as a result of an Act of God, war, strike, lockout, labour dispute, fire, flood, drought, or other causes beyond our reasonable control.
11. Complaints & Remarks
11.1 If you have a complaint or a particular remark to make please do not hesitate to contact us immediately by facsimile, telephone or e-mail, the details of which are contained under the "Contact Us" page.
11.2 Any complaint will be dealt with fairly, effectively and confidentially. Your statutory rights as a consumer are unaffected.
12. Contractual Capacity
12.1 In order to be eligible to enter into a contract with us to purchase goods through the website you must:-
12.1.1 Provide the required information including your real name, payment details including your card address; your delivery address if different from your card address; e-mail address and telephone number;
12.1.2 Be over the age of 18.
13. Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these terms and conditions will not be affected.
14. Law
These terms and conditions shall be governed by and construed in accordance with English law and you hereby agree to be subject to the jurisdiction of the Courts of England and Wales. All contracts are concluded in English.
15. Data Protection and Privacy
Information you provide to us remains confidential. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and in accordance with the Data Protection Act 1998. We collect information about you for two reasons: firstly, to process your order and, secondly, to provide you with the best possible service. You specifically authorise us to transmit information to or to obtain information about you from third parties (including, but not limited to, your debit or credit card number), to authenticate your identity, to validate your debit or credit card and to authorise the transaction. You acknowledge that you consent to the processing of such information. Click here for details of our Privacy Policy, the terms of which you acknowledge and agree to be bound by. Should you wish to contact us regarding our Privacy Policy please do so (for details see the "contact us" page of the Website or Part D of these terms and conditions).
16. Entire Agreement
16.1 These terms and conditions together with our current website prices, delivery details, contact details and Privacy Policy set out the whole of our agreement relating to the supply of goods to you by us.
16.2 Nothing said by any salesperson on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us.
16.3 Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
B. INTELLECTUAL PROPERTY RIGHTS
The content of this Website is Kent Furniture Limited (Trading as The Royal Oak Furniture Company). You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us. You may not copy, reproduce, change, modify, license, transmit or sell any material or content contained herein and you are permitted to use this material only as expressly authorised by us.
C. DISCLAIMER
Kent Furniture Limited (Trading as The Royal Oak Furniture Company) is providing this Website on an "as is" basis and makes no representations or warranties of any kind, whether express or implied, in relation to this Website, or its contents and disclaims all such representations and warranties. In addition Kent Furniture Limited (Trading as The Royal Oak Furniture Company), makes no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information on this Website. The information contained in this Website may contain technical inaccuracies or typographical errors. All liability of Kent Furniture Limited (Trading as The Royal Oak Furniture Company) howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
Neither Kent Furniture Limited (Trading as The Royal Oak Furniture Company) nor any of its directors, employees or other representatives will be liable for loss or damage arising out of or in connection with the use of this Website. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. Kent Furniture Limited (Trading as The Royal Oak Furniture Company) accepts no liability for any information or content contained in external third party websites which link to or from this Website.
Notwithstanding the a foregoing, none of these exclusions and limitations are intended to limit any rights you may have as a consumer under local or other statutory rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of employees and/or agents.
D. PRICING POLICY
It is the company's policy to comply with the Code of Practice for traders on price indications issued by the D.T.I. Consumer and Competition Policy Directorate.
E. CONTACT US
For any online queries, please refer to the "Contact Us" page at www.royaloakfurniture.co.uk/En/contact.aspx
The registered office of Kent Furniture Limited (trading as Royal Oak) is:
Royal Oak Furniture,
Moor Lane,
Grassington,
North Yorkshire,
BD23 5BD, England
Telephone: 01756 753378
Fax: 01756-752865
e-mail address: info@royaloakfurniture.co.uk
Company registration number: 3340167. VAT registration number: 301216623