The following terms and conditions apply to all online and telephone orders.
We accept payment via bank transfer and all major credit and debit cards including Visa, Mastercard, American Express and Delta.
Receipt of Order Confirmation
Once you have placed an order you will receive an order receipt confirmation email from us straight away. We advise that customers keep this email in a safe place just in case we ask you for information from it in any correspondence. If for whatever reason this email does not arrive please contact email@example.com . We will then investigate on your behalf and confirm that your order has been placed successfully.
Our PricesAll our prices include VAT at the rate of 20%. This excludes delivery charges unless we have stated otherwise. It may be necessary to change prices either up or down, from time to time, so we do reserve the right to alter our prices accordingly.
We make every effort that all the items we offer are as close as possible to the photographs shown. We deal in very unique designs which means our products are never mass-produced, and many of them are either handmade from natural materials or hand-finished, so slight variations in colour and size may occur from time to time. A huge amount of skill and craftsmanship is required to make all our high quality products so occasionally some small variants can be found. All products shown are subject to availability.
We can offer some Overseas Deliveries but this is subject to location and the availability of service, accessibility, local customs costs and regulations, transport mode and shipment size.
At Hadley Rose we hope all our customers love our designs as much as we do, but if you find it you’re not entirely satisfied, please notify us within 3 days by telephone of your intention to return the product(s). Please ensure that you return products to us unused, in their original packaging with any tamper seals intact. You will be entitled to a refund or replacement if returned products (with a completed returns form) reach us within 7 days. Please ensure that returns are packed and labelled carefully so that they are not lost or damaged in transit. In the event an item arrives damaged please ensure you notify the driver or contact us within 24 hours of delivery. Hadley Rose will then either try and fix the issue or source a replacement. If we are unable to fix or replace the issue a full refund will be applied.
With large or heavy goods, we ask you to ensure all measurements have been checked prior to delivery. If items cannot be delivered due to issues with assesability or if you no longer want the item because of its size then we will charge at the prevailing rate for delivery and collection, we ask you to check this prior to placing the order to avoid such charges. Collectionst may take up to 28 days (45 days for more remote areas) and a charge of £55 will be payable. Please note refunds will only be given provided we receive a completed returns form, and replacements for exchange of damaged goods will not be dispatched until the original item has been received at our warehouse.
This does not affect your statutory rights.
If you wish to cancel an order we are more than happy to do so providing you act within 7 working days. If you wish to exercise this right prior to dispatch of goods please email firstname.lastname@example.org.For all items that has already been dispatched, please follow our returns information.
Hadley Rose cannot be held responsible for failure to ensure prior to placing your order that you have accurately measured the space you wish to place your new furniture in and also ensured the furniture can be delivered successfully to the desired room or area. Please also ensure that all access doors, stairwells, lifts and passageways are wide enough. If our delivery team are unable to deliver on your agreed date due to reasons outside of our control a redelivery charge will be applicable.If once a delivery slot has been agreed with you and confirmed it cannot be changed without paying a rescheduling fee.
Damages / Repairs
All items must be signed for at the point of delivery. In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. Our delivery personnel are instructed to not leave the premises until the issue is logged with customer service.
If you report damage to an item once the delivery drivers have left, it is at our discretion as to whether to charge you for any repairs.
Our quality team checks your furniture to make sure it's up to the very best standards before we send it to you. But if we've missed something please send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. At our discretion we will either give you a full refund, arrange for a repair, or order you a replacement.
Sometimes we are able to resolve your issue by repairing the product in your home. To do this we work with several furniture repair companies who will endeavour to complete a home visit within 14 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault we will instruct the company to go ahead and repair or, alternatively, replace the faulty product.
Bespoke & Customised Orders
All made to order items such as items within our bespoke range or listed as bespoke are non refundable. We shall be entitled to suspend or cancel work in progress or delivery to the buyer if payment is not made on the due date. Orders, once placed by the buyer, cannot be cancelled nor products returned for credit, and full payment will be required. Should the client cancel prior to manufacture, a charge of 30% of the order will be reqired. In trade situations where a deposit payment is accepted, this is a fixed 50% on confirmation of order with the remaining 50% balance to be settled in full 14 days prior to delivery. Delivery time scales are only provided as estimates, we try our best to fullfill orders within the specifed time scale however this can increase in some circumstances. If your order is delayed it will still be governed by the above terms and conditions.
All Our bespoke outdoor furniture are either completely made to order or just the cushion elements are classed as bespoke. We try not to restrict clients in terms of fabrics choices and instead we provide our customers with a large varity of cushion styles and colours from either Sunbrella or TuvaTextil. All fabric choices are classed as requests and the order is not based on the condition that your preffered fabric choice is available. If a fabric is not currently available, you will have a choice to either wait until the fabric is back in stock or you can replace it for an alternative fabric. We offer over a thousand different fabrics and we simply can gaurentee that the fabric you have requested is available.
Outdoor Oak / Hard Wood Materials
Hardwoods such as oak may release tannins when exposed to rain or heavy moisture. The tannins released will stain surfaces such as concrete or stone patios, so we advise that furniture is not placed directly onto these surfaces. Also, if exposed to servere weather, wood may continue to crack. We recormmend the use of covers on all outdoor furntiure, please enquire about our custom covers.
Please note all woods will have slight variations such as exposed knots, distinctive nicks and imperfections. Overtime expect woods such as Oak, Teak and other hardwoods to gradually lighten in colour when exposed to sun.
Hadley Rose cannot be held responsible in the event there is stain transfer from products to carpets or any other surfaces. We recommend the use of carpet protectors and drawer liners. Additionally, we advise that you clean furniture thoroughly to remove any excess stain or wood protector which may remain from manufacturing.
Our standard business to business / trade sales are non refundable unless items are damaged and reported at time of delivery or previously agreed in writting.
As most of our items are uniquely designed and handcrafted we only have small quantities available at one time, so all items are subject to availability.
We will inform you as soon as possible if goods you have ordered are not available.
Hadley Rose cannot accept any liability for a failure to comply with instructions specifically stated on the Website or in our catalogue. Please note when you place an order to purchase a product from Hadley Rose it represents an offer to us to purchase a product which is accepted by us by way of a dispatch note included when you receive your order. Any products on the same order which we have not confirmed as accepted in such dispatch note do not form part of the contract.
Hadley Rose performs rigorous checks on the accuracy of the information and products on this site. However, Hadley Rose does not warrant that such information will be error free from any inaccuracies and typological errors. If the goods do not on receipt by you substantially meet the description on this web site you are entitled to reject the goods and return them to us.
Hadley Rose has the right to change or modify these terms at any time. If the change should effect your order we will notify you in writing to highlight those changes and provide a reasonable amount of time before those changes come into effect.
We’re experiencing some delays due to challenges from COVID-19 and its impact on our production partners and the global supply chain.
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