Terms & Conditions

9.1 We have multiple delivery options available, we apply the most suitable service at checkout based on your purchase – which you can upgrade and customise to suit your needs.

9.2 For more information on these options take a look at our delivery page to find out how to add extra features or choose a specific delivery window to your delivery.

9.3 During the order process you will be asked to select your preferred delivery date if available, otherwise we will delivery on the soonest available date within the timeframe shown.

9.4 We will deliver your products to the address you provide us at the time you place your order (if you are taking advantage of our finance package, we will only deliver to the billing address).

9.5 We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company at an address within the UK. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us. Also note in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third party carrier.

9.6 Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Please note that if you choose to split your order in this manner, the second delivery will incur an additional delivery charge. Please email our sales team at sales@homeplusfurniture.com for further details.

9.7 We will deliver products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. It may not be possible to deliver some items within this timeframe (for example, out of stock or bespoke items), if this is the case we will let you know the estimated delivery date before accepting your order and you may either agree the estimated delivery date or cancel the contract for a full refund.

9.8 If a product is unavailable from stock or our supply of the products is delayed by an event outside our control (ie a delay from our suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.

9.9 Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please ensure you cover any carpets, flooring or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products. Please note there may be restrictions as to how many flights of stairs the delivery team can deliver up. For further information please contact our team. We endeavour to give as much information as possible in respect to weight and size of our products and you can read our “Will It Fit Guide” pages for more information or contact our sales team on 01795 666119 if you are unsure.

9.10 If an item cannot be delivered into your home or room of choice due to access issues or measurements this will be classified as a failure of delivery, and you will be required to bear the cost of returning the goods. Please see section 9.19 of these terms and conditions for full details on failture to deliver charges.

9.11 Our deliveries are carried out by 18, 7.5 or 3.5 tonne vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.

9.12 You will be asked for a signature on receipt of your order to confirm where possible, that your products have arrived in a satisfactory condition. Please see section 10 of these terms and conditions for full details of what to do should you need to return your products.

9.13 For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.

9.14 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).

9.15 If the products are lost or damaged in transit, please let us know promptly by contacting our aftercare team on 01795 666119. In order to make sure we have all the relevant information please also email us a brief description of the issues and accompanying photos to sales@homeplusfurniture.com.

9.16 Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect from us.

9.17 Please check our delivery page for specific details on each of our delivery services.

9.18 If you have provided us a mobile phone number for the purposes of your order we may contact you from time to time via SMS to ask about our service. If you receive an SMS and would not like to participate then either follow the instructions contained within the message to op-out or ignore. Our full privacy policy can be found on our Privacy Policy page.

9.19 Failed delivery. If a delivery fails as a result of one of the following reasons, we will charge you for the costs incurred as set out in clause 9.20 below:

a) If we are provided with incorrect delivery information;
b) no one (over the age of 16) is available at the delivery address to receive the delivery within the agreed delivery slot;
c) our couriers are unable to gain safe access to the delivery address; and
d) our couriers are unable to deliver the item into your home or room of choice due to access access issues or measurements.

9.20 Our charges for a failed delivery are:

1. Orders under 30kg: £40 + £10 restocking fee
2. Orders 30kg and over: cost equal to delivery fee + £10 restocking fee
3. Sofas - £200 + £10 restocking fee

1. Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.
2.  

9.21 If you need a VAT invoice, you can request one via Live Chat or the Contact Us form on our website.

10.1 Statutory Cancellation Rights. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or in store, your consumer rights entitle you to cancel your order and obtain a full refund if you request one from the moment you place your order until 14 days from the day of delivery of the goods.

When cancelling an order under these Regulations you are responsible for the cost of returning the goods to us or our cost of collection if the goods are ones which cannot normally be returned by post. When returning goods to us all items must be returned unused, in a saleable condition and packaged in their original packaging.

We will refund the cost of the goods excluding the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged or is missing.

10.2 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

10.2.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 13;
10.2.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 10.3;
10.2.3 If you have just changed your mind about the product, see clause 10.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions [and you will have to pay the costs of return of any goods];

10.3 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

a) we have told you about an upcoming change to the product or these terms which you do not agree to;
b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
e) you have a legal right to end the contract because of something we have done wrong.

10.4 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

10.5 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:

10.5.1 bespoke items;
10.5.2 due to hygiene reasons, mattress toppers, mattress and bedding protectors, duvets, pillow, throws and blankets if the packaging has been opened or protective seals removed; and
10.5.3 services, once these have been completed, even if the cancellation period is still running.

10.6 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

10.6.1 Have you bought services (for example, our assembly services)? Once we have completed the services you cannot change your mind. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
10.6.2 Have you bought goods (for example, our furniture)?, if so you have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

11.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

11.1.1 Email us at sales@homeplusfurniture. Please provide your name, home address, details of the order and, where available, your phone number and email address.

11.2 Returning products after ending the contract. If you end the contract for any reason after products have been despatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or (if they are not suitable for posting) allow us to collect them from you. All goods must be returned unused, in a saleable condition and packaged in their original packaging. Please take reasonable care of the goods. Please note you will need to ensure someone (over the age of 16) is available at the time of collection to sign the goods over to our collection team. Please email our customer services team at sales@homeplusfurniture.com to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

11.3 When we will pay the costs of return. We will pay the costs of return:

11.3.1 if the products are faulty or misdescribed;
11.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

11.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Our charges are as follows:

1. Orders under 30kg: £40 + £10 restocking fee (excludes our made to order sofas, armchairs & footstools*)
2. Orders 30kg and over: cost equal to the delivery fee + £10 restocking fee (excludes our made to order sofas, armchairs & footstools*)
3. Sofas - £200 + £10 restocking fee (excludes our made to order sofas, armchairs & footstools*)

*Made to order (sofas, armchairs, footstools) – returns are the responsibility of the customer to return to our central delivery point in good condition. However, HomePlus Furniture Limited recognise that some customers will not have the means to do this and we will arrange collection during normal business hours (Monday to Friday (excluding Public/Bank Holidays), if requested. By providing this service we will make a charge of £200 per individual piece to cover the cost of collecting the items.

Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.

11.5 How we will refund you. We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

11.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

11.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
11.6.2 We may reduce your refund of the price (excluding delivery costs) if the goods have not been returned in their original packaging.
11.6.3 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

11.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

11.7.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or. For information about how to return a product to us, see clause 11.2.
11.7.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

12.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

12.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
12.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery information;
12.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
12.1.4 you do not, within a reasonable time, allow us access to your premises to supply the services.

12.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 12.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

13.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can email our customer service team at sales@homeplusfurniture.com or visit our Complaints Policy page.

13.2 We committed to selling only high-quality products, but if an item is damaged or faulty on arrival or purchase we will happily refund, repair or replace it as described below.

13.2.1 If a fault develops within 30 days of purchase or delivery, as applicable, please return the item with proof of purchase (HomePlus Furniture issued proof of purchase) and we’ll happily replace it.
13.2.2 After 30 days from purchase or delivery, as applicable, we’ll repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will be entitled to a credit note.
13.2.3 After 6 months your statutory rights require you to prove the fault existed at the time of purchase/delivery. If you are able to evidence this, we will repair or replace the affected item and if this is not possible you’ll be entitled to a refund although this amount may be reduced for any fair use.

13.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. Please call email our customer service team at sales@homeplusfurniture.com for a return label or to arrange collection.

14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. Nothing in these terms limits or excludes our liability for:

a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation;
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
d) defective products under the Consumer Protection Act 1987; or
e) breach of any of your other legal rights

15.1 We understand that you care how information about you is used and shared and we appreciate your trust in us to deal with it sensibly.

15.2 We will only use your personal information as set out in our Privacy Policy.

16.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

16.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

16.3 When we use the words “writing” or “written”, this includes emails.

16.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16.5 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.6 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

16.7 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

17.1 After your order has been completed we may contact you with a short customer survey. We would be very grateful if you could complete it as it will help us to continue to improve our customer service. Some sections of these surveys will be posted on our website using your name and location (ie initial, surname, county). If you would prefer that your comments aren't used in this manner please let us know.

17.2 After your order has been delivered, we may contact you to ask you to leave a review of the product(s) you have ordered. Submitted reviews will automatically appear on the relevant product page but we reserve the right to alter or remove reviews in the following cases:

a) The review is not relevant to the actual product itself, ie applies to the service you received from HomePlus Furniture Limited
b) The review contains language that could be considered offensive to other users
c) The review contains spelling errors or grammatical mistakes that affect the readability of the review and presentation of the page. Please note that in this case, the review will normally be amended, as long as it doesn't conflict with the first two conditions.

HomePlus Furniture Limited offers a "Price Match Promise" on all of its products provided they meet the following criteria:

a) The product offered by the competitor's website is exactly the same as the one we sell, and is offered delivered on the same terms;
b) The product on the competitor’s website must be in stock and available for delivery immediately;
c) HomePlus Furniture Limited representatives are able to confirm the details on the competitor's website and
d) Our price promise applies to the product including delivery to UK mainland locations.

19.1 Voucher Codes
At certain times HomePlus Furniture Limited or selected affiliate websites may make available ‘voucher codes’. These codes can be exchanged for a discount or other offer at time of order. The code must be presented to a staff member or entered during the checkout process. The following rules apply to voucher code usage:

a) Only one voucher can be used per order;
b) Voucher codes cannot be used in conjunction with any other offer, sale items, bundles or room set savings;
c) Voucher codes cannot be applied to past orders and cannot be backdated or redeemed for cash;
d) HomePlus Furniture Limited reserves the right to withdraw or terminate any of its voucher codes at any time without warning;
e) HomePlus Furniture Limited also reserves the right to reject the use of a voucher where fraud is suspected;
f) Specific offers may be subject to terms and conditions above and beyond those shown here. Where this applies the full terms and conditions will be made available on this page during the voucher code usage window;
g) Time limited offers can only be redeemed before the date shown (if applicable). The presence of an end date does not affect our right to withdraw a voucher code at any time as per rule 4; and
h) In the case of offline or phone orders the Manager’s decision is final.

19.2 Facebook & Instagram Offers
If you enter our latest Facebook or Instagram contest, it is assumed that you have read and agreed to the following rules.

a) Contest entrants must be residents of the UK mainland and over 18 years old at time of entry;
b) Contest is not open to employees of HomePlus Furniture Limited;
c) No purchase necessary;
d) Entry is limited to one per person;
e) The winner of the contest will be selected at random from all entrants;
f) The winner of the contest will be notified via Facebook or Instagram. Winning entries must be claimed within 7 days of notification;
g) No part of a prize is exchangeable for cash (or any other substitute);
h) Our Privacy Policy details how we use any personal information we collect about you by entering or winning a competition;
i) HomePlus Furniture Limited reserves the right to amend the rules of this contest without notice. If we do amend the rules, we will publish the amended competition rules here in the terms and conditions;
j) We will endeavour to despatch prizes within 30 days of the competition end date. However, we cannot guarantee this delivery time; and
k) All competitions are not endorsed by or connected to Facebook or Instagram.

19.3 Email Subscriber Discounts
As a subscriber to our promotional emails you will be eligible for various special promotional discounts. These are often for email subscribers only and may not be visible onsite for all visitors. To access your discount simply click through from the promotional email you received and enter your discount code when you reach the checkout stage of your transaction. These discounts cannot be used in conjunction with any other offer, sale items, bundles or room set savings. If there is any issue with the discount being applied, please call our Customer Services team and they will be happy to help.

All voucher codes are subject to fair usage policy and as such can be declined if we feel abuse of that code is taking place. Vouchers can be applied to new orders only.

Selected customers will receive a promotional offer giving them a discount off their next order; this discount cannot be applied if a customer has cancelled their original order or redeemed if a customer re-orders the same product they have returned. This offer expires 31 days from the customer’s first delivery date and cannot be used in conjunction with any other offer, sale items, bundles or room set savings. Our customer service team have the right to refuse this discount if these terms and conditions are not adhered to.

In-store only discounts or discounts associated with store events cannot be applied to online orders.

Our responsibility to the environment includes being compliant with the Consumer Information Obligation; in order to meet this, we provide information detailing recycling advice and guidance for our customers, including how and where to recycle, a guide to recycling symbols and top recycling tips. The overall aim is ensuring our customers are aware of their recycling responsibilities and have the correct information to become more environmentally friendly, in the home and work-place, all of which is focused around the traditional waste hierarchy principles of Reduce, Reuse and Recycle.