Terms of service
1. Definitions
"Bespoke Goods" means any furniture made to order, customised, or manufactured specifically for a customer.
"Standard Goods" means retail items including basins, taps, wastes, and accessories sold without modification.
2. Agreement to Terms of Service
By placing an order, you confirm that:
- You have read and accepted these Terms
- You understand the difference between Bespoke Goods and Standard Goods
- You accept the limitations on cancellation and returns
Acceptance occurs at checkout.
3. Bespoke Goods – No Cancellation or Return
All furniture supplied by Furnewal is made to order.
Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, cancellation rights do not apply to bespoke or custom-made goods.
Once production has begun, orders cannot be:
- Cancelled
- Returned
- Refunded
Production includes:
- Material allocation
- Machining
- Cutting
- Assembly preparation
This applies regardless of installation status.
4. Standard Goods – Basins, Taps, Wastes, Accessories
Standard Goods may be returned within 14 days of delivery.
Conditions:
- Must be unused
- Must not be installed
- Must be in original packaging
- Must be in resalable condition
Installed goods cannot be returned.
Return shipping is the customer’s responsibility unless faulty.
5. Customer Responsibility for Specifications
Customers are fully responsible for ensuring suitability of:
- Dimensions
- Basin compatibility
- Tap compatibility
- Plumbing compatibility
- Installation environment
Production proceeds based on customer-provided specifications.
6. Customer-Supplied Basins, Taps, or Hardware
Where customers supply their own components, Furnewal accepts no liability for:
- Fit issues
- Compatibility issues
- Plumbing conflicts
- Installation Conflicts
Customers assume full responsibility.
7. Natural Material Disclaimer (Critical Protection Clause)
Timber is a natural material.
The following are not defects:
- Grain variation
- Colour variation
- Knots
- Texture variation
- Movement due to humidity
- Ageing and colour change
- Minor dimensional tolerances (±2mm)
These characteristics are inherent and accepted by the customer.
8. Installation Responsibility
Furnewal is not responsible for:
- Installation errors
- Installer damage
- Plumbing installation
- Wall fixing suitability
Installation must be performed by qualified professionals.
9. Inspection and Acceptance
Customers should inspect goods within 48 hours of delivery and notify Furnewal of any visible transport damage or issues as soon as reasonably possible.
This inspection period does not affect the customer’s statutory rights under the Consumer Rights Act 2015.
10. Limitation of Liability
Furnewal liability is strictly limited to the value of the goods supplied.
We are not liable for:
- Installation costs
- Plumbing costs
- Contractor costs
- Indirect or consequential losses
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability under the Consumer Rights Act 2015.
11. Chargeback and Dispute Resolution
Customers agree to contact Furnewal directly to allow an opportunity to resolve any issue before initiating a chargeback or payment dispute.
12. Governing Law
These Terms are governed by the laws of England and Wales.