Terms and Conditions

 

General Terms

The following applies to functioning the website and placing an order on the website or via the Sales Team on the phone. Please note purchasing items 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, one so any agent can pick up where a query is from at any time and read the history and so there is a written record to protect both parties. 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. 

 

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, delivery address, e-mail address and telephone number is 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).

After placing an order online, you will receive a 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. Your contract to purchase these items is not complete until we send you an e-mail notifying you that the items have been put into production, are being prepared or have been dispatched.

We will check your payment and if you do not pass our security you will be notified and asked for further information. This is to prevent fraudulent activity and to confirm you are who you say you are.

It is important that you appreciate and understand that placing an order with Comfy Homes is a legally binding contract on dispatch or for custom made items on order. 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 one or more of the products ordered were incorrectly described or priced. All prices displayed are inclusive of VAT. 

 

Amendments to Website

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

  • Modify or withdraw, temporarily or permanently, this website (or any part of it) with or without notice; and/or
  • Change the conditions every so often, and your continued use of the website (or any part of it) 
  • 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.

Items may be re-branded, re-labelled and have a different name to what is on the title of the listing but the item itself will be exactly the same that you receive. This is merely because different suppliers use different names for the same product.

Please ensure to read the description of the item which will state exactly what the item 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.

 

Payment

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.

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, a follow up call may be made to verify the details and we may need further ID to confirm your identity for security and to prevent fraudulent activity.

Many times, customers fail or do 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 will cancel your order. The details may also be passed to the authorities to investigate as anyone can place an order online if they manage to obtain your 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 make any additional payments.

 

Pre Delivery

Delivery prices will vary on many factors such as product(s) size, weight, delivery zone, and courier used. If the collection option is selected you will be contacted once your items arrive instore ready for collection. You must bring with you your invoice or show your invoice via your mobile device to the sales rep. Without this, NO collection can be made.

 The items must be collected within 7 days from the date you are notified otherwise the item(s) may be sent back to the supplier, sold elsewhere and a storage charge of £25 per week will apply as well as possible delays in receiving your item(s). If the item is not collected or we are unable to make delivery after you have been notified or attempted to be contacted with no answer, we may cancel your order and any payment made may be non-refundable.

We will aim to deliver your order within a few days  to 21 days for most items to the address you provide at the time of your order. However, certain items can take longer and large items, fragile items or custom made items may take longer. If you have any questions regarding delivery then please contact us prior to placing your order.

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

AB, EH, DD, DG, FK 1-18, G, KA 1-26, KY, ML, PA-1-19, PH 1-10, TD, AB 1-9, 13/14/21/22/23, 30-45, 1-56, IV 1-56, FK19-21, KW1-14, PA20-39, PH 11-40, BT, HS 1-9, KW 15-17, PA40-61, PH41-44, ZE 1-3, JE/GY, CA, LD, LL, ML, PL, SA, SY, TD, TR, TQ, Eire, Dublin, Isle of Man, Offshore Scottish Islands, Ireland, Northern Ireland.

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

We will contact you once the goods are about to be dispatched and in some circumstances, agree with you an estimated date of delivery, if for example it is a large item and/or it must be signed for only by you. Each courier will have different methods of informing you about your delivery.

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 or choose another item. If you wish for a refund, this will be made within 14 days by the method used at the time of placing your order.

 

On Delivery

On the day of delivery, please ensure that the Delivery Team are able to access the premises. Please note that all deliveries are only to the GROUND FLOOR of the building by default. 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.

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 as we are more than happy to deliver to your front door, but if you invite us into your house, it is at your own risk. 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 building items is at your own risk.

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 charge applies, this will be your responsibility and this charge will be have to be paid by you or recovered from you with the details we hold.

If in the unlikely event the delivery is returned/refused and/or we are unable to get in touch with you, then you will be liable for 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. 

Majority if not all of mirrored items are delivered by a special delivery team or special mirrored couriers to avoid damage in transit. Due to their fragile nature they are a high risk item and susceptible to damage very easily, therefore the items will be opened and shown to you on delivery. You must check the item(s) thoroughly and if there is any damage to the item then to raise it at that point and REFUSE the item. Once the item is signed for and left by the delivery team we will NOT accept any returns for damage.

 

Damages & Missing Parts

It is vital that you examine the goods as soon as you receive them. If any of the items or packaging look damaged in any way then you must sign for the parcel as damaged and ACCEPT this unless they are mirrored items which have been opened and checked by both you and the delivery team. DO NOT OPEN the packaging, contact us within 24 hours and wait for further instructions and please send images via email of the damaged packaging to speed up the process.

In the unfortunate event of missing parts, again please notify us within 24 hours. Please note if items are assembled without making all of the above relevant checks, the suppliers or courier may not accept any liability and hence we will not accept any responsibility.

Once the images are received by us we will investigate the issue and if we conclude that there is a manufacturing fault or there has been damage in transit then we will arrange an exchange of the product(s). We may however, collect the damaged part(s) for further inspection before issuing an exchange.

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

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 to return back without any damage or further damage if it was damaged when initially received as this will result in a reduction or no refund at all.

 

Installation & Assembly

We can assemble the item(s) for you but this will depend on the item(s) you wish for us to install and the courier used for delivery. Please note that this extra service must be agreed prior to delivery at the earliest possible opportunity and it will incur an additional cost. Also, the area where the assembly must take place must be totally clear for the assembly team to be able to assemble the items without any disruption or inconvenience. If the area is not clear, then the items will not be assembled but the charge remains and is non-refundable.

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 of course try to ensure they take all reasonable care but any damage caused while managing the goods and building items we will accept no responsibility and is at your own risk.

Once the assemblers have completed the work, you must ensure to check the item thoroughly to see any damage caused to the items 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 will have been checked on site by both parties.

 

Cancellation & Amendments

Consumer Contract Regulations only apply to your order if the goods have not been custom made to your specification 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 ask that you return the goods in appropriate packaging to prevent damage in transit. 

It is your responsibility to return the items 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:

  • Any delivery costs incurred in the original delivery
  • Any cost in collecting the item if we arrange the collection in certain cases
  • A re-stocking fee of 10% of the value of the returned goods will 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:

  • Caused by them damaging or misusing the goods, accidently or otherwise
  • Caused by their own attempts to repair the goods
  • They 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 for any reason. 

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 orders 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 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;

  • 14 days after the day we receive the goods back from you, or
  • If earlier, 14 days after the day you provide evidence that you have returned the goods, or
  • 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.

 

Cancellation By Us

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

  • We have insufficient stock
  • Product(s) have since been discontinued by the suppliers
  • We do not deliver to your area
  • One or more of the products ordered was incorrectly described or priced
  • The payment transaction is not authorised
  • Delivery time may take much longer than first estimated.
  • If a courier is used and the delivery price is too excessive for the order.

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. This will be within 14 days via the same method used to pay for the goods.

 

Complaints

If you wish to make a complaint of any kind please contact us in writing 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 or complaints. This ensures their 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.