Terms and Conditions

General terms

The following applies to functioning of the website and placing an order on the website or via the Sales Team on the phone. Please note purchasing item(s) instore may have different terms so by default all terms and conditions here will apply to all orders unless it is specified otherwise. In all cases you agree to be bound by the terms and conditions set out below.

This site is owned and operated by UK Furnishing Ltd trading as Comfy Homes (‘Comfy Homes, we, our, us’). Registered office: 37 Westgate, Wakefield, West Yorkshire, WF1 1JX. Registered company number 9870992. For any queries or concerns pre-delivery please email us at sales@comfy-homes.co.uk and for anything after delivery please email us at customerservices@comfy-homes.co.uk

All orders online or via our Sales Team over the phone are classed as online orders. Therefore, all correspondence in relation to the order will ONLY be done online. This is for two reasons, firstly so any agent can pick up where a query is from at any time and read the history of the transaction/query and secondly, so there is a written record to protect both parties and nothing is lost in conversation. We may also contact customers by phone for matters that are to be dealt with urgently or if we have not had a response to a query from you but this occurs very rarely. Therefore, throughout these terms when we mention contact it will refer to email or phone. 

Please note Consumer Contract Regulations only apply to your order if the goods have not been custom made to your specification, made to order or if you have not visited us in store.

 

Placing an Order

By placing an order you warrant that you are over 18 years of age and all the information that you have provided to us including your name, payment details, address’s, numbers are genuine and accurate. If any of this information is incorrect it may cause a delay in your order, cancellation, or additional costs (e.g. if the delivery address is incorrect).

Ø  After placing an order online, you will receive a automatic confirmation e-mail (‘Sales Order Confirmation’) from us acknowledging that we have received your order and have begun processing it together with your payment. This e-mail is only an acknowledgement of receipt of your order.

Ø  Your contract to purchase these item(s) is not complete until we send you an e-mail notifying you that your order has been processed, put into production, are being prepared or have been dispatched.

Ø  We will check your payment and if you do not pass security fully you will be notified and asked for further information. This is to prevent fraudulent activity and to confirm your identity.

It is important that you appreciate and understand that placing an order with Comfy Homes is a legally binding contract once processed. Your statutory rights, including any cancellation rights, are unaffected.

Comfy Homes will try their best to ensure that prices quoted are correct at the time of publishing and that all products have been fairly described. However, we may cancel the order if

Ø  We have insufficient stock or product(s) have since been discontinued by the suppliers.

Ø  Product(s) were incorrectly described or priced.

Ø  The payment transaction has not been authorised or has not passed our security fully.

Ø  Delivery time may take much longer than first estimated.

 

All prices displayed are inclusive of VAT. 

 

Website Amendments/Clarifications

In order to improve and develop our website for the benefit of our customers, we may occasionally:

Ø  Modify or withdraw, temporarily or permanently, this website (or any part of it) with or without notice; and/or

Ø  Change the conditions every so often, and your continued use of the website (or any part of it) 

Ø  Alter or extend promotions at any time.

 

We make every effort to display the colour of the furniture as accurately as possible, but as colour reproduction depends on your computer’s monitor, images under different lighting and certain material differences, we cannot guarantee the colour is accurate to the actual product.

Item(s)s may be re-branded, re-labelled and have a different name to what is on the title of the listing. This is merely because different suppliers can use different names for the same or an extremely similar product.

Please ensure to read the description of the item(s) which will state exactly what the item(s) includes as an image is for illustration purposes only and does not always include everything you see. If you need any clarification, simply email us prior to purchase.

 

Availability of Products

Please note all goods that are stated as ‘available’ do not mean they are immediately available for delivery. This simply means the item(s) should be available again or are expected to arrive in due course, if not in stock already. However, this can also be incorrect due to the variety of different platforms that our goods are sold upon, so stock/availability cannot be confirmed at any time. However, while processing the order due to our due diligence, it allows us to provide more accurate information and if we are aware of any issues at the time, you will be contacted and notified and you will have options available to choose from of how to proceed thereon.

Unavailable products generally mean we have been informed this item may no longer return or may not have any expected timescales of returned dates.

If the goods you order are not available for any reason, we will inform you. If the goods are temporarily out of stock, you will have the option to wait for the goods to come back in stock and be placed on a back order or you may choose other item(s). If you wish for a refund, this will be made within 14 days by the method used at the time of placing your order.

 

Pre Order Items

At times you will see items marked as ‘pre order’. This means that certain items will be under mass production and to save storage costs upon arrival we offer discounts on these items which benefit the buyer as once they arrive, the price may increase. Therefore if a pre-order item is purchased, you will be notified once the item has physically arrived and arrangements for collection or delivery will then be made.

 

Payment & Security

If you visit us instore, payment will be taken by either cash or card. Either a deposit of the purchase price or the full amount will have to be paid which is down to the discretion of the sales representative and is non-refundable. Chip & Pin is used instore ensuring security is passed fully.

Once an order is placed over the phone or online after completing the checkout process, we will take all measures to ensure you are who you say you are so if the details at your bank do not match the ones entered and/or the delivery address is different to the billing address and/or you fail 3D secure then we may follow up with further questions to verify the details and we may need further ID to confirm your identity for security and to prevent fraud.

Buyers may not have ‘3D secure’ enabled on their cards which card companies use to confirm identity.  At this point we would request for further proof and if this is not supplied or we are not satisfied for any reason, we may cancel your order. The details may also be passed onto the authorities to investigate as anyone is able to place an order online if they manage to obtain card details but only genuine customers will pass 3D secure. Please be assured this is to PREVENT fraudulent activity and any information sent to us is kept securely and discarded once we are satisfied the transaction is genuine.

Please note that your payment details will be stored on our system and any further charges (if any) that occur on your account, may be applied automatically, or we may call you to take any additional payments.

 

Fast Track

Once your order is placed, the processing team may send you a fast track option. This is not available to every order and once the order is processed, will be offered if applicable. This may mean a faster delivery service or a faster turnaround of certain made items. If this service is available it will be sent to you along with the cost for your consideration. Delivery will be offered around the times quoted but please note, although every attempt is made to provide the item(s) to the timescales quoted, they are still approximate but should we not offer a delivery date within 2 weeks after the maximum quoted time for any reason then the fast track payment would be refunded.

 

Collections

If the collection option is selected you will be contacted once your item(s) arrive instore ready for collection. You must bring with you your invoice or show your invoice via your device to the sales rep and the email confirming your item(s) are ready for collection. Without this information, NO collection can be made.

Once the item(s) are ready for collection, you will be notified. The item(s) must be collected within 10 days from the date you are notified. Failure to do so may mean item(s) are no longer reserved, returned to the supplier, sold elsewhere or storage charges may apply as well as possible delays in receiving your item(s).

If the item(s) are not collected and storage charges apply, they will be added for 3 weeks and if still no collection is made your order is likely to be cancelled/unreserved and any payment made may be non-refundable or deductions made for the storage charges. If of course you collect the item(s) within that period but charges apply, then these would be due. Therefore it is important to remain in contact once we notify you or it could cause some unnecessary inconvenience.

 

Delivery Information

Deliveries are by default to the road side at ground level only. If you invite them onto your property this is completely at your own risk so any damage to your property or goods while delivering, will not be our responsibility and is completely at your own risk.

Delivery prices will vary on many factors such as product size, weight, delivery zone, and courier used. We will aim to deliver as soon as possible to the address you provide at the time of your order. However, certain items can take longer and especially large, fragile, custom made, handmade and made to order items may take longer. If you have any questions regarding delivery then please contact us prior to placing your order. The delivery price quoted on the website is an estimate and a further charge may apply and be requested.

Once the order is placed and if the item(s) are not expected to be dispatched in the following 7 days, we will send a delivery estimation email while processing your order to notify you of the approximate timescale. Please note all times quoted are approximate and we endeavour to get the item(s) to you as soon as possible. If purchased online and your item(s) are not custom made or made to order item(s) then you can request cancellation but cancellation may not be possible due to the processes and stage of your order and therefore it is important if you have any delivery or product queries or concerns to make contact and get any clarification prior to purchase.

The following postcodes may incur a delivery surcharge or we may not deliver to at all:

AB, BA, BH, BN, BS, BT, CA, CB, CF, CO, CT, DD, DG, DT, EH, EX, FK, G, GU, GY, HR, HS, IF, IP, IV, JE, KA, KW, KY, LD, LL, ME, ML, NP, NR, PA, PE, PH, PL, PO, RH, SA, SN, SO, SP, SS, SY, T, TA, TD, TR, TQ, TN, ZE, Eire, Dublin, Isle of Man, Offshore Scottish Islands, Ireland, Northern Ireland.

Please contact us for possible delivery charges to these areas, alternatively if an order is made you will be contacted and notified about the additional amount.

Once an order is placed you can expect to receive delivery via many forms. Once the goods have been dispatched we have limited control over the delivery and it is your responsibility to ensure you are available to accept the goods. Failure to take receipt of the goods may incur extra delivery charges for re-delivery and/or return of the item(s) which will be taken prior to re-delivery or deducted from any refund applicable. 

We may contact you once the goods are about to be dispatched to book in delivery, agree with you an estimated date of delivery. Each courier/delivery service will have different methods of informing you about your delivery on the day or provide information prior to delivery day.

 

Storage Charges

When your goods are ready for delivery, they may be automatically dispatched. If we contact you to confirm delivery however and you not ready to receive delivery, we have no response or for any other reason you are unable to take receipt of item(s) then storage charges will be applied to your order. Storage costs will vary on what is purchased but the information and costs will be sent to you prior or after the two dates have been offered.

Any Storage fee paid would warrant another delivery date being offered and if this for any reason again is not convenient for you, storage charges for the wait of the item during this period will be introduced and back dated and would be due until a date has been accepted and then the goods have gone onto being delivered. Should four dates have to be offered and they are not convenient the order will be cancelled.

For collection, you will have 10 days of free storage before charges are applicable. Once storage charges take effect, they will apply for a certain amount of time before the order is eventually cancelled if we do not hear a response from you or you have failed to collect the item(s) for any reason. The charges again vary on what item(s) are purchased but you will be informed if this is the case. Once the order is cancelled the item(s) will fall under the Rules of Cancellation.

 

On Delivery

All deliveries are to the roadside of the building at Ground Floor. If you invite us onto your property, it is completely at your own risk. On the day of delivery, please ensure that the Delivery Team are able to access the premises if required. If you require for the goods to be taken to a different floor, you must make your own arrangements to do so or contact us prior to delivery to see if we are able to provide a service at an extra cost to your designated floor. Please note this varies on who the item(s) being delivered and the delivery service so this option may not be available.

We advise all walk ways and paths are clear from any obstruction and in any event, any damage caused to your possessions or property while delivering will not be our responsibility. This also applies to assembly of goods within your premises. The delivery team try to ensure they take all reasonable care but any damage caused accidentally while managing the goods and your property is entirely at your own risk and you agree to giving consent to this if you invite or require for us to enter your premises and/or request assembly services.

Where access to the delivery address is limited or additional equipment is required to complete delivery of the goods, additional charges to cover the full costs of these services, plus administrative costs will apply. It is your responsibility to ensure that the goods are the correct dimensions both for access to your property and the space for which the goods are intended.

If any congestion or parking charges apply, this will be your responsibility and this charge will have to be paid by you or recovered from you with the details we hold. If you invite them onto/into your property but the goods cannot fit or there are obstacles or a major inconvenience for the drivers on the day then the item(s) will only be delivered to the point they are able to and if extra charges were paid, would be refunded in due course.

If in the unlikely event the delivery is returned/refused and/or we are unable to get in touch with you, then you may incur additional return costs. Therefore it is paramount that delivery is made to avoid further costs. Once the goods are received by you, they will become your property and your responsibility and we will not accept any liability for their loss, damage or destruction. 

If you request for item(s) to be left in a safe place or unattended and/or not signed for at your request, then please note this is completely at your own risk. We would strongly advise against this but if you are willing to do so, then we will take no responsibility for damage or loss thereafter and we will simply carry out your instructions.

 

Damages, Defective & Missing Parts

If you find your item(s) are damaged, defective or have missing parts, please notify us by emailing customerservices@comfy-homes.co.uk. Please provide your order number, images, and a detailed description of the issues. One of our customer service agents will then be in touch to provide further instructions and to resolve any query you may have.

It is vital that you examine the goods as soon as you receive them. If any of the item(s) or packaging look damaged in any way then you must sign for the parcel as damaged.

Majority if not all of mirrored item(s) are delivered by a special delivery team or special mirrored couriers to avoid damage in transit. Due to their fragile nature they are high risk item(s) and susceptible to damage very easily, therefore the item(s) will be opened and shown to you on delivery. You must take your time and check the item(s) thoroughly and if there are any damage to the item(s) then to raise it at that point and REFUSE the item(s). Once the item(s) is signed for and left by the delivery team we will NOT accept any returns for damage thereafter as you have physically inspected or been invited to inspect the item(s). You will sign a disclaimer to this effect on your delivery note.

If goods require to be assembled, please ensure to check your goods for damage before any assembly takes place. If item(s)s are assembled or have been attempted to be assembled, no claim for damage will be accepted thereafter. Therefore it is essential goods are fully inspected prior to assembling and you only begin to assemble once you are fully satisfied with the item(s).

Any returned products that are not found to be defective, you will be informed and requested for the item(s) to be re-collected. If we do not hear anything within 5 working days the item(s) will be disposed of.

 

Installation & Assembly

We have a assembly service and we can assemble the item(s) for you but this will vary on the item(s) you wish for us to assemble and the courier used for delivery. Please note that this extra service must be agreed and paid prior to delivery at the earliest possible opportunity. If you place your order ad wish to enquire about these services then please contact sales@comfy-homes.co.uk, ideally when the order has just been placed so you can be quoted and payment made imminently.

On the day of delivery the area where the assembly must take place must be totally clear for the assembly team to be able to assemble the item(s) without any disruption or inconvenience. If the area is not clear, then the item(s) will not be assembled but the charge remains and is non-refundable for the time that has been allocated for the service.

We advise all walk ways and paths are clear from any obstruction and in any event, any damage caused to your possessions or property while delivering or assembling will not be our responsibility as we are more than happy to deliver by the roadside, but if you invite us into your house or property, it is at your own risk. This also applies to assembly of goods within your premises. The delivery team and assemblers ensure they take all reasonable care but any damage caused while managing the goods or building item(s) will be at your own risk and by allowing them entry into your home you provide consent to this and accept the risk involved.

Once the assemblers have completed the work, you must ensure to check the item(s) thoroughly to see any damage caused to the item(s) or imperfections and this has to be noted to the team at the time. Once the goods are signed for and they leave the premises, the goods become your responsibility and no claims of damages will be accepted as the item(s) will have been checked on site by both parties. Please note that if some damage is noticed once the item has been assembled, any right to return does not apply but the issue will be rectified. This damage is likely to have occurred while assembling as goods are checked prior to assembly and therefore this extra service that has been opted for is a separate service to the purchase of goods.

Any assembly or additional service requested must be cancelled 24 hours prior to the service taking place or we reserve the right to charge for a one hour call out charge at £75 or if the fee paid is lower, this would be non-refundable.

 

 

Cancellations & Amendments

Consumer Contract Regulations only apply to your order if the goods have not been custom made to your specification, made to order or if you have not visited us in store. Full payment or a deposit of the purchase price shall be taken instore and this is non-refundable to you once the order has been placed. Any refund given will be at our complete discretion and deductions will be made if you change any part of your order including storage costs if your goods were awaiting delivery or collection.

In any case for an order query, you need to provide your invoice as proof of purchase and to enable us to locate your order and see exactly what was purchased and when. The invoice is a very important document and we advise to keep this safe for the entirety of the product should you need to contact us. Without this we will be unable to assist in most if not all queries.

If the Consumer Contract Regulations do apply, you can cancel your furniture by notifying us in writing, before delivery or within 14 days beginning with the day after the date of delivery.

Whether Consumer Contract Regulations apply or not, you are responsible for the furniture once it has been delivered and signed for and you are liable for any loss or damage. If you wish to return the goods for any reason after delivery has been received please ensure to take good care of them. Failure to take reasonable care may result in a claim against you and deduction in any refund or no refund at all. To avoid the risk of such claims we advise that you return the goods in appropriate packaging to prevent damage in transit. 

 

Returns

It is your responsibility to return the item(s) to our store’s registered address in a good condition or you will lose your statutory right to cancel within 14 days if Consumer Contract Regulations do apply. For products returned by you and consumer contract regulations do not apply, you will be responsible for all costs and expenses of returning the goods to us. Your payment will be refunded within 14 days, subject to deduction of:

Ø   Any delivery costs incurred in the original delivery

Ø   Any cost in collecting the item(s) if we arrange the collection in certain cases

Ø   A re-stocking fee of 10% of the value of the returned goods may be deducted from any refund.

However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the products, if this has been caused by you handling them in a way, which would not be permitted in the store.

Consumers do not have the legal right to any remedy for problems:

ØCaused by them damaging or misusing the goods, accidently or otherwise

ØCaused by their own attempts to repair the goods

ØThey were aware of before purchasing the goods.

Due to their intimate nature, all mattresses will be delivered sealed in clear plastic wrapping that will allow for inspection. Any mattresses that have been unsealed will be deemed as having been used and will not be accepted for return.

Regrettably, once products have been delivered to you and any statutory cooling off period has expired, no products will be accepted for return other than in our absolute discretion or where such products are damaged or defective. Custom made or made to order item(s) cannot be returned or cancelled. 

If we authorise a return, the goods must be returned with sufficient packing to handle vigorous handling in transit. We therefore highly advise that extra packaging is placed upon the original packaging to ensure all attempts were made for the item(s) to return back without any damage or further damage if it was damaged when received as this will result in a reduction or no refund at all.

If the Consumer Contract Regulations do apply we will make the reimbursement without undue delay and no later than;

Ø  14 days after the day we receive the goods back from you, or

Ø  If earlier, 14 days after the day you provide evidence that you have returned the goods, or

Ø  If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the order.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise.  In any event, you will not incur any fees as a result of the reimbursement.

 

Refunds

If a refund has been confirmed, this shall be made as soon as possible from our side but due to banking processing times it can take a while and take into consideration non working days. However it should not take longer than 14 days.

 

Cancellation by us

We may cancel your order for any of the following reasons at any time:

Ø  We have insufficient stock

Ø  Product(s) have since been discontinued by the suppliers

Ø  We do not deliver to your area

Ø  One or more of the products ordered was incorrectly described or priced

Ø  The payment transaction is not authorised or has not passed our security fully.

Ø  Delivery time may take much longer than first estimated.

Ø  If delivery costs are too excessive for the order and you do not wish to pay the amount additionally requested.

Ø  Correspondence received from you is abusive, unreasonable or specific demands we cannot fulfil.

If we do cancel your order we will notify you by phone or email and will refund the total sum paid by you as soon as possible however no later than 14 days via the same method used to pay for the goods.

 

Discounts/Promotions

We have great prices all year around but at times discounts and promotions will be offered as and when. On the website you may have automatic discounts placed depending on your order total and this will reduce your total. However if items are removed be it due to us or you for any reason and the total becomes lower than the discount threshold, then the discount will be lowered to the next band or even removed accordingly.

More than one discount cannot be used at the same time, so only one discount is valid per transaction. If the system does not detect this, while processing the order we will remove and apply the correct discount and amend the total accordingly.

 

Complaints

We try our utmost to ensure every transaction is seamless but if you feel our service has not been upto your standard and you wish to make a complaint of any kind please contact us by email to customerservices@comfy-homes.co.uk and our Customer Service Team will try their utmost to resolve the issue. This can only be done in writing for either store or online queries. This ensures there is a written record for both the retailer and customer and any agent dealing with the query can see all the previous correspondence from all parties at all times.

 

Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this from happening.

 

Intellectual Property

The material and content contained within this website is made available for your personal non-commercial use only and you may only download such material and content for the purpose of using this website. Any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

If you choose to post any images on our social media platforms, send images to us, or third party websites linking or associating it with us, we can use those images for marketing and illustration purposes.