Terms & Conditions - Kellow Woodcraft Limited

TERMS AND CONDITIONS

To protect your own interests please read the conditions carefully before you click the tick box. If you are uncertain as to your rights under them or want any explanation about them, please write, telephone or email our customer queries department at the above address and telephone number BEFORE you place the order. YOU ARE ADVISED TO PRINT AND RETAIN THESE TERMS FOR YOUR RECORDS.

By placing an Order and purchasing goods from us you enter into a legally binding agreement with us on the following Conditions. You should read and understand these Conditions because they affect your rights and liabilities.

These are the Standard Terms and Conditions of Sale of Kellow Woodcraft Ltd, Unit W7 The Swan Business Centre, Stephens Way, Warminster. Wiltshire BA12 8GH United Kingdom, Registered Company Number 14955439 and registered office if a limited company (“the Seller”, “We” or “Us”) for certain products as set out in the pages on this site (“the Goods”). Our VAT number is 391211323.

Following the provisions of the Consumer Protection (Distance Selling) Regulations 2000, you have the right to withdraw from this transaction.

Made-to-Order and Bespoke Furniture Policy

At Kellow Woodcraft Limited we take pride in crafting made-to-order and bespoke furniture, with each piece being individually created and unique to your specifications. Due to the custom nature of our products, they are considered unsalable goods if returned, as they cannot be restocked or resold.

Consumer Rights Act

Your furniture is covered by the Consumer Rights Act 2015 only if it is faulty or not as described.

Natural Variations and Blemishes

As wood is a natural material, variations such as knots, grain patterns, and small dents or chips are inherent characteristics and are not considered to affect the functionality or durability of the furniture. These natural blemishes contribute to the unique charm and individuality of your bespoke piece.

Delivery Damage and Remedies

In the rare event of a deep scratch caused during delivery, particularly on softer woods, we understand this can be a concern. However, such damage is typically fixable and does not impact the durability or functionality of the furniture. In these instances, we will offer solutions for repair, either by the consumer where possible, or by our team. Such fixable damage is not sufficient grounds for a return.

Cancellation Policy for Bespoke and Personalised Furniture

This policy outlines the terms for cancellation of bespoke and personalised furniture orders, even within the 14-day cooling-off period, in accordance with applicable consumer protection laws concerning goods made to the consumer’s specifications.

Right to Cancel and Exceptions

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have a 14-day cooling-off period during which they can cancel an order. However, this right to cancel does not apply to “goods that are made to the consumer’s specifications or are clearly personalised.”

As the furniture we sell is bespoke and personalised to your specific requirements, the standard 14-day cooling-off period for cancellation does not fully apply in the same way it would for off-the-shelf items. Once production of your personalised item has begun, or materials have been specifically ordered for your unique design, we incur direct costs that are irrecoverable.

Charges for Cancellation of Bespoke Orders

If you cancel an order for bespoke or personalised furniture, even within what would typically be the 14-day cooling-off period, we reserve the right to charge for direct costs incurred due to the cancellation. These costs may include, but are not limited to:

Costs of materials already purchased or cut for your specific order.
Labour costs for work already undertaken in the design or manufacturing process.
Administrative costs associated with processing the order and subsequent cancellation.

These charges will be calculated on an individual basis and can be up to 50% of the original purchase price.

Refund Discretion

Any refund (full or partial) will be issued at our sole discretion, based on the specific circumstances of the cancellation, including:

The stage of production the furniture has reached at the time of cancellation.
The extent of customisation and personalisation.
Our ability to mitigate losses (e.g., by re-using materials, though this is often not possible with bespoke items).

We will assess each cancellation individually to determine the appropriate charge and any refund due. Our aim is to be fair and transparent while covering the direct costs incurred from bespoke production.

How to Cancel

If you wish to cancel an order, please contact us immediately in writing (e.g., via email) to formally request the cancellation. We will then assess your request and inform you of any applicable charges and the potential refund amount.

This policy is designed to balance consumer rights with the unique nature of bespoke furniture production. If you have any questions, please don’t hesitate to ask.

Delivery

Delivery of the Goods shall be made by us or our carrier to the address for delivery shown in the Order Form. It is important that this address is accurate. Once the Goods have been delivered in accordance with your delivery instructions, you will be responsible for them. Our responsibility for everything other than damage due to our negligence or due to a manufacturing design or design fault will cease upon delivery.

We will do all that we reasonably can to meet the date given for delivery or, if no date has been agreed, within 90 days of the order date. We cannot be held responsible for delays beyond our control. If we are unable to make the delivery date we will contact you. If delivery cannot be made within 90 days of the given delivery date you will be entitled to either arrange a revised date or cancel the order and receive a full refund. If we are able to make delivery in advance of the given date we will contact you.

If the order is a multiple order and we are unable to make delivery of the whole order but are able to deliver part we will contact you, informing you of this, and delivery will be on a mutually agreed date. In this instance delivery will be said to be made in installments. Each delivery shall constitute a separate contract and any failure by us to deliver any one or more of the installments in accordance with these conditions, or any claim by you in respect of any one or more installments will not entitle you to treat the contract as a whole as repudiated.

If we fail for any reason within our control to fully/partially deliver your Goods any reimbursement shall be no more than the price of the Goods, together with any delivery and/or reasonable return costs.

Either party is entitled to cancel the contract in respect of non-performance of obligations in relation to delivery. If cancelled we will refund you any monies already paid by you and any reasonable return costs incurred by you.

THESE CONDITIONS DESCRIBE THE BASIS FOR PURCHASE BY YOU AND SALE BY US OF THE PRODUCTS DESCRIBED ON THIS WEB SITE.

INTERPRETATION

In these Conditions:

‘Conditions’ means the standard Terms and Conditions of sale set out in this document.

‘Contract’ means the contract for the sale of the Goods.

‘Payment Card’ means the credit or debit card, or other payment system chosen by you to be used as the method of payment for the Goods of which you have provided details to us when placing the Order;

‘Delivery Area’ means the region of the United Kingdom to where the products are to be delivered.

‘Goods’ which you have ordered including any instalment of the goods or any parts for them which are available for purchase from our Web Site in accordance with the Conditions;

‘Information System’ means a system for generating, sending, receiving, storing, or otherwise processing electronic communications.

‘Order’ means any order placed by you with us for the supply of Goods.

‘Order Form’ means the electronic order form completed and submitted electronically by you;

‘Regulations’ means the Consumer Protection (Distance Selling) Regulations 2000;

‘Web Site’ our presence on the World Wide Web, currently accessible via the address https://kellowwoodcraft.co.uk.

Reference to any statute or statutory provisions shall be deemed to include any statutory modifications or re-enactments thereof or any rules or regulations made thereunder or any enactment repealing and replacing the act referred to.

Unless the context otherwise requires:

words importing the singular shall include the plural and vice versa;

words importing the masculine gender shall include the feminine gender and vice versa.

references to persons shall include bodies of persons whether corporate or incorporate.

Unless the context otherwise requires references to clauses shall be construed as references to clauses of these Conditions.

Headings are inserted for convenience only and shall not affect the construction or interpretation of these Conditions.

BASIS OF THE SALE

We shall sell to you and you shall purchase only those goods which you have set out in an order and which have been accepted by us. We reserve the right to reject any order. Unless otherwise agreed in writing each such sale of Goods will be subject to these terms and conditions.

No Order submitted by you shall be deemed to be accepted by us unless and until confirmed by e-mail or in writing by us.

No variation to these Conditions shall be binding upon us unless and until agreed by e-mail or in writing by us.

Any error or omission in any information or document issued by us shall be subject to correction provided that the correction does not materially affect the contract.

ORDERS

The quantity, quality and description of the Goods will be those set out in your Order (if accepted by us).

Orders are accepted at our sole discretion but are normally accepted if the Goods are available, the order reflects current pricing, you are based in the Delivery Area and your Payment Card is authorised for the transaction.

You or we are entitled to withdraw from any contract in the case of obvious errors or inaccuracies regarding the Goods appearing on our website.

You shall be responsible for ensuring the accuracy of the terms of any Order submitted by you, and for giving us any necessary information relating to the Goods within a sufficient time to enable us to perform the Contract in accordance with its terms.

The quantity, quality and description of and any specification for the Goods shall be those set out in the relevant pages of this site.

We reserve the right to make changes in the specification of the Goods which are required to conform with any applicable statutory or EC requirements

PRICE OF THE GOODS

The price of the Goods shall be the price set out on the relevant page of this site. We reserve the right to change the prices set out on this site provided that if we accept an order from you the price for the goods will be the price set out in the relevant range at the time the order is placed.

If the price of the Goods increases between the date we accept your Order and the delivery date, we will let you know and ask you to confirm by e-mail/in writing that the new price is acceptable. If it is not acceptable then you will, of course, have the option of cancelling the order.

The price of the Goods does not include insured postage or packaging. There will be an additional charge made relative to the size and amount of Goods insured for postage and packaging. This charge will be clearly shown on the Order form.

The total price is inclusive of any applicable value added tax.

TERMS OF PAYMENT

Upon providing us with details of the Payment Card and submitting the Order you :

confirm and undertake that the information contained within the Order is true and accurate and that you are duly authorised to use the Payment Card; and

authorise us to deduct from the Payment Card account the full price of the Goods and all other payments which may become due to us under the Contract.

If it is not possible to obtain full payment for the Goods from your account on delivery of the Goods to you, we can cancel the Order or suspend any further deliveries to you. This does not affect any other rights we may have.

Where Goods are returned by you in accordance with your rights under the provisions of Clause 9, we shall credit the Payment Card with the appropriate amount.

We will not pass your personal information on to any third party without your permission. Unless solely due to our negligence we cannot be held liable for any losses you may suffer. If in any event your payment card is used fraudulently you are entitled to cancel the payment and be reimbursed by the card issuer without being charged for the loss.

DELIVERY

RISK AND PROPERTY

As soon as we have delivered the Goods or services, you will be responsible for them. If you delay a delivery our responsibility for everything other than damage due to our negligence will end on the date we agree to deliver them, as set out in the contract.

Subject to the provisions of clause 9 and notwithstanding delivery and the passing of risk in the Goods, or any other provision of these Conditions, the property in the Goods shall not pass to you until we have received in cash or cleared funds payment in full of the price of the Goods. Goods supplied to you are not for resale.

WARRANTIES AND LIABILITY

Terms and conditions of this contract do not affect any additional rights you may have under a manufacturer’s warranty/guarantee. These are rights given to you by the manufacturer in addition to your statutory rights. Any additional rights given to you by the manufacturer in respect of Goods purchased are not incorporated into this contract.

As a consumer you have statutory rights regarding the return of defective Goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. The terms and conditions of this contract do not affect your statutory rights. For further information regarding these rights contact Trading Standards or Citizens’ Advice Bureau.

IMPORTANT NOTICE: TIME LIMIT FOR NOTIFICATION OF CLAIMS

You are asked to examine the goods as soon as reasonably possible after delivery. Any claim by you based on any defect in the quality or condition of the Goods or their failure to correspond with specification must (whether or not delivery is refused by you) be notified to the company within 3 days from the date of delivery after discovery of the defect or failure if it was not apparent on reasonable inspection.

Where a valid claim in respect of Goods delivered is notified to us within 3 days of the delivery date, or within a reasonable time if not apparent on reasonable inspection, you are entitled to:

reject the Goods and receive a full refund;

or have the Goods (or the part in question) replaced free of charge

Any claims made after 3 days of delivery or exceeding a reasonable time of discovery, we shall be entitled to either:

replace the Goods (or the part in question) free of charge or

at our sole discretion refund to you the price of the Goods (or a proportionate part of the price) and we shall have no further liability to you.

Except in respect of death or personal injury caused by our negligence we will not be liable under this contract for any loss or damage caused by us or our agents in circumstances where:

there is no breach of a legal duty of care owed to you by us or by any of our employees or agents;
such loss or damage is not a reasonably foreseeable result of any such breach;
any increase in loss or damage resulting from breach by you of any term of this contract

If you are using the supply address in part for commercial purposes then no liability for loss of profits or other economic loss arising out of a breach of this agreement can be accepted.

Subject to our obligations, and your rights under the Regulations, we shall not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Goods if the delay or failure was due to any cause beyond our reasonable control.

We assume no responsibility for the contents of any other web sites to which this Web Site has links.

COMMUNICATIONS

Any communication sent electronically by e-mail or otherwise:

Will be deemed to have been sent once it enters an Information System outside the control of the originator of the message;

Will be deemed to have been received by the intended recipient at the time that in a readable form it enters an Information System which is capable of access by the intended recipient;

Will be deemed to have been dispatched in the case of a business at its principal place of business and in the case of an individual where he or she ordinarily resides;

Will be deemed to have been received in the case of a business at its principal place of business and in the case of an individual where he or she ordinarily resides.

To protect your own interests you should ask for a delivery receipt for any such and retain a hard copy of that delivery receipt and the original correspondence.

GENERAL

Any communication sent by post will be deemed received by the intended recipient three days following mailing where sent by first class post or five days after mailing where sent by second class post.

The clauses of these Conditions and each sub-clause thereof are several and if any part of any clause or sub-clause shall be void, invalid or unenforceable then the remainder of such clauses or sub-clauses shall nevertheless be valid and enforceable.

No term of the Contract is intended to confer a benefit on, or be enforceable by, any person who is not a party to the Agreement (whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise).

If any provision of these Conditions is held by any court or competent authority to be invalid, unlawful or unenforceable in any jurisdiction in whole or in part, it will not affect the validity or enforceability of the other provisions of these Conditions and the remainder of the provision in question shall not be affected nor will it affect the validity, lawfulness or enforceability of that provision in any other jurisdiction.

We will try and solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings you must do so within the United Kingdom.

The headings in these Conditions are for convenience only and will not affect their interpretation.

Kellow Woodcraft Limited 2025