Welcome To the Hadley Rose Terms and Conditions

The following terms and conditions apply to all online, invoiced and telephone orders.

Payment

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 protected] . We will then investigate on your behalf and confirm that your order has been placed successfully.

Our Prices

All 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.

Product Description

We make every effort that all the items we offer are as close as possible to the photographs shown. We deal in 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.

Overseas Deliveries

Hadley Rose does not offer inhouse shipments outside of the UK. However, 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. For overseas shipping Hadley Rose is happy to help facilitate your shipment to any location in Europe and beyond, Hadley Rose works with multiple shipping brokers to obtain its clients a competitive quote. However, it is our client’s responsibility to obtain their own quotations and we have found it can sometimes be more competitive, however the responsibility of shipping the order abroad is not Hadley Rose's responsibility, this is solely down to the client. The shipping quotes Hadley Rose obtains on your behalf are not fixed and are subject to change at any time. Hadley Rose will help facilitate your overseas order; however, it is the client’s responsibility to check insurance policies and in the event of any damage caused during the transportation, it is the client’s sole responsibility to speak with logistics company regarding making any claims. Hadley Rose will be more than happy to help you should an issue arise; however, it is categorically not Hadley Roses responsibility and therefore cannot be held liable.

Returns Policy

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 accessibility 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.  Collections may take up to 28 days (45 days for more remote areas) and a charge more than £95 will be payable and will be dependent on location and the cost being charged to Hadley Rose. 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. If items are refused at delivery point due to the customer changing their minds a delivery and restocking charge will be applicable.

The Following Are Not Available for Refunds

Unfortunately, Hadley Rose cannot offer refunds on the following items:

• Items returned after 7 days.
• Items without a completed returns form.
• If you are buying one of our bespoke pieces of furniture as these are all made to order.
• Bespoke pieces including made-to-measure fabric, dining tables, sofas, beds, or any other bespoke items.
• Items sourced outside of the Hadley Rose website for a particular customer requirement.
• Items that are not placed back in the original packaging it arrived in
• Items that are shipped outside of the UK.
• If an item is not returned to Hadley Rose Warehouse, a refund cannot be applied.
• Collections such as Westbourne, Claremont, Edelman, Bianchi, Belgravia, Pimlico, Waldorf, Jumeirah, Kensington, Knightsbridge, Sloan & Hemingway are ordered in on your behalf and are governed by the same terms as our bespoke collections.
• Items stated as "Special Order" are not refundable unless damaged.
• Damaged items unless the item cannot be fixed or replaced.
• Attempted repair or product manipulation by the customer without our written consent
• Trade Sales
• Large volume orders including trade where an overall discount has been applied.
• Bespoke orders that have exceeded our delivery estimates.
• Change in overseas shipping prices.
• Gift Vouchers.

This does not affect your statutory rights.

Cancellation

If you wish to cancel an order, we are more than happy to do so providing you act within 7 working days.

All Cancellation requests must be done in writing providing your unique order number and full address information. We will then provide you with our cancellations form for you fill out and provide details as to why you wish to cancel. If you wish to exercise this right prior to dispatch of goods, please email [email protected]. For all items that has already been dispatched, please follow our returns information.

Delivery

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 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 collection and 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.

Failure to take delivery or help Hadley Rose organise a convenient time to deliver your order, will incur storage charges to the sum of £8 per pallet per week. Hadley Rose will accept a grace period of a maximum of 30 days for this to be organised, after this period our storage charges will be added to the order without further notice and will need to be cleared in full prior to delivery. In the event Hadley Rose must remove your order from our warehouse and place it in another storage facility then the transport costs will be added to the order, we will also not accept any responsibility for any damage that might have occurred during this period. If between the 30-day initial grace period and up to the 6-month extension the product costs have increased, then you will be liable for that increase, unless previously agreed. If after a period of 6 months the order has still not been delivered, then Hadley Rose has full rights to then repossess the order in full without reimbursement. If you have opted for our white glove service, please ensure all areas are made clear and the area covered to avoid any possible damage, Hadley Rose cannot be held accountable if this has not been actioned.

Damages / Repairs

All damaged items must be acknowledged at the point of delivery. Failure to do so, 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, you will be required to send us images and video of the issue. We may also require you to fill in our damage report along with the evidence of the damage. 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. If you do not agree with our decision, you will be required to send the item back to us. At this point our team will evaluate the issue and decide how to proceed.

Sometimes we can 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 required. 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 fulfil orders within the specified 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. Please note several of our bespoke items are handmade and therefore there no single piece is ever the exact same, please consider this when purchasing. We also have multiple factories across the UK and worldwide, in rare circumstances if we are unable to create the item from the specified location, we have the right to change the country it is produced in without notice. If the item has arrived with any issues or damage, 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 either repair or, alternatively, replace the faulty product.

Mattress Sizes

All Our Bespoke beds are to be made to fit UK standard sizes. Single 3.0" x 6.3", Double 4.6" x 6.3", King 5.0" x 6.6" and Super King 6.0" x 6.6". We can make our bespoke bedframes to fit any size that is required; however, this will have to be agreed prior to order completion with a member of our team.

Bespoke Outdoor

All Our bespoke outdoor furniture is 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 variety 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 preferred 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 guarantee that the fabric you have requested is available. Please note production of our cushions will require a minimum of four weeks once the fabric has been ordered and received, this can affect your delivery lead time.

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 severe weather, wood may continue to crack. We recommend the use of covers on all outdoor furniture, please enquire about our custom covers. 

Please note all woods will have slight variations such as exposed knots, distinctive knicks and imperfections, our Verbier Collection in particular, is known for boasting such character. However, overtime expects woods such as Oak, Teak, and other hardwoods to gradually lighten in colour when exposed to sun. In addition, outdoor woods once exposed to the elements, will change colour, and can crack, it is your responsibility to ensure furniture is looked after to ensure this process is slow. All outdoor furniture will require treatment and it will be your responsibility to ensure this is carried out when required. If items are exposed to excess sun/rain or you live near the coast, then items will need to be protected and treated more regularly.

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. If you would like some guidance on what treatment to use, you can either contact our customer service team or alternatively speak to an expert.

Trade Terms

Our standard business to business / trade sales are non-refundable unless items are damaged and reported at time of delivery or previously agreed in writing. Please ensure all commission invoices include our order number along with the client details, once received commission payments will be made only after 60 days of the complete delivered order. We advise our Trade clients to be onsite when orders are being delivered and/or ensure damage is reported prior to our delivery team leaving the premise. 

Availability

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.

Liability

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 affect 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.

Covid:

We’re experiencing some delays due to challenges from COVID-19 and its impact on our production partners and the global supply chain. Please note that in accepting to place an order with Hadley Rose, you are also accepting that your order can be impacted with delays. On bespoke orders we are experiencing further delays due to the availability of materials and possible covid breaches within our factories. Whilst we are still currently accepting bespoke orders, the delivery timescales provided at time of order are an only to be used as a guide and do not form any guarantees whatsoever. We are unfortunately not in control of the delays that can be experienced, therefore any orders placed are governed by these terms.

Copyright

All text, images, information, and content are owned by Hadley Rose and may not be copied or reproduced without the express written consent from us.