General Terms
Welcome to the ‘thepineandoakfactory.co.uk’ website terms and conditions for use. These apply to the use of this Website and by accessing this Website and/or placing an order through these website, you agree to be bound by the terms and conditions set out below.

This site is owned and operated by ALIQADR LTD. Registered office: 8-10 Gorsewood Road, St Johns, Woking, Surrey, GU21 8UX. Registered number 07638108 (England and Wales). Email us at contactus@thepineandoakfactory.co.uk

To provide you with the very best service, we may monitor or record our calls for training purposes. Call charges may apply when calling us depending on your service provider. Charges may apply if calling from outside the UK.
We aim to constantly improve and develop the ‘THE PINE AND OAK FACTORY (TPAOF)’ website for the benefit of all our customers, to allow this process to take place, 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 from time to time, and your continued use of the Website (or any part of it) following such change will demonstrate your acceptance of such change.
  • Alter or extend promotions at any time.
  • If TPAOF is informed of any inaccuracies in the material on the Site we will attempt to correct them as soon as we reasonably can.

Damage to Your Computer
TPAOF makes every effort to ensure that this website is free from viruses or defects. However, due to the nature of the Internet, we cannot guarantee that your use of this website won’t affect your computer. TPAOF recommends that you purchase the right firewall and antivirus software to use this and other websites and screen out anything that may damage it. TPAOF shall not be liable in the very unlikely event that while using this website your computer equipment is damaged.

Accuracy of Content
TPAOF has taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All prices are displayed are inclusive of V.A.T. 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, we cannot guarantee that your monitor’s display of the colour is accurate to the actual product.

Before you Place an Order
If you decide you would like to place an order with TPAOF by speaking to one of our personal shopping advisors, please have the following information ready as it will help us process your order, however, we will be delighted to answer any queries you may have. Here are some of the most common questions for you to consider:

  • Can access be gained easily for the furniture to be delivered? – are the doors wide enough, are there any awkward stairs, lift or passageways?
  • Will the furniture fit in the room?
  • Which range are you interested in?
  • Which items from the range do you want to order?
  • What colour would you like the furniture in?
  • How would you like to pay for the furniture?

To provide you with the very best service, we may monitor or record our calls for training purposes. We may use third party agencies to help analyse calls to improve customer service.

Acknowledgement and Acceptance of your Order
It is important that you appreciate and understand that this order is a legally binding contract. Your statutory rights, including any cancellation rights, are unaffected.

Processing your Order and Delivery Dates
You will be informed of the likely approximate length of time until delivery at the point of order. Once your order is confirmed as available for delivery we will contact you to agree definite arrangements for the date of delivery. Where possible we will deliver on the first available van in your area as we are unable to store your furniture. Every effort is made to see that the approximate delivery date is accurate, but on rare occasions the manufacture of your furniture may be delayed through circumstances beyond our control. We will, of course, make every effort to keep you informed.

Delivery
A small charge of £20 is made for our delivery service for deliveries made in Surrey. Within a 50 mile radius from our store (for postcodes not in Surrey) there is a £50 delivery fee. For deliveries to adresses outside a 50 mile radius from our store, there will be an extra fee. If you wish your order to be delivered outside the 50 mile radius we will be happy to provide you with a personal delivery quotation.
For goods delivered to EU Member States, TPAOF will arrange delivery for you with one of our trusted third party delivery providers. Again, for a personal quote, please call to speak to a personal shopper or leave your details and we will call you back for free.

On Delivery
On the day of delivery, please ensure that the delivery team can gain easy access to the room that the furniture is going into. Please make sure that the area you want the furniture placed is cleared. Unfortunately, we are not able to take away your old furniture. To make sure you are completely satisfied with your furniture the delivery team will ask you to sign for your furniture after it has been delivered.

Payment
Payment methods include debit or credit cards, Visa, Mastercard, Delta/Connect or Maestro.
Payments can be made electronically by bank transfer, details will be provided on request. TPAOF do not accept any responsibility for cash sent in the post and strongly recommend that you do NOT use this method of payment.

Outstanding Balances
Before we deliver your products, you must either have settled any outstanding balance. Payment can not be taken on delivery.
To pay any outstanding balance please use the online payment service by clicking here, you will need your order number, email address or telephone number.
Alternatively the remaining balance payments can be paid by visiting your local TPAOF store, at the latest the day prior to delivery.

Cancellation Policy
Consumer Contract regulations only apply to your order if the goods have not been custom made to your specification or if you have not examined the product in our showroom. If the Consumer Contract Regulations do apply you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days beginning with the day after the date of delivery.

Should you wish to return the goods it is your responsibility to take good care of the furniture. You are the owner of the furniture once it has been delivered to you and you are liable for any loss or damage. If you request delivery to another EU Member State you will own the furniture when it is delivered to the third party delivery providers’ premises, and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you. To minimise the risk of any such claim we ask that you return the goods in appropriate packaging such as to prevent damage in transit.

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. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

It is your responsibility to return the items to our central delivery point in a good condition. However TPAOF recognise that many customers do not have the means to do this, and so will arrange collection during normal business hours (Monday to Friday) if requested. In such circumstances a charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

If you want to cancel your telephone or Ecommerce order please contact us by phone or email, for any store orders please contact the store.

Refunds
Following cancellation of your order any monies paid will be refunded by the method you used to pay us and usually within 14 days.
Please contact our Customer Services Department by emailing 

contactus@thepineandoakfactory.co.uk

If you are unhappy with any aspect of your furniture
Please contact the store and we will be able to help and try to resolve any issue you might have.

If they fail to resolve the problem to your satisfaction and you would like to speak to somebody else about it, please email our Customer Service Department at contactus@thepineandoakfactory.co.uk.

Intellectual Property
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times with us or licensors. You are permitted to use this material only as expressly authorised by TPAOF. You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download such material and content for the purpose of using this website. You further acknowledge that 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.

Miscellaneous Provisions
The contract between us shall be governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. English is the only language offered for the conclusion of the contract. Our products are chosen on the basis that they will be used for domestic use. If you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition. For commercial use, we do not accept any responsibility or liability for safety standards or compliance unless you have requested, in writing, furniture for use in that environment and we have supplied relevant safety certification.

TPAOF (and its third party delivery providers) shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these terms and conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control.

You may not assign or sub-contract any of your rights or obligations under these terms and conditions or any related order for products to any third party.

If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.