Terms Of Service

 

Heatons Furniture aims to achieve the highest possible standards across all areas of our business. These Terms & Conditions set out your rights and responsibilities when purchasing from us and are in addition to your statutory consumer rights.

 

Delivery Information

  • We deliver to mainland UK postcodes free of charge on orders over £500.

  • Orders under £500 will incur a delivery charge of £39.99.

  • Deliveries are completed either using our own vehicles or trusted third-party delivery partners. This may be a one-man or two-man service depending on item size and weight.

  • Delivery to Northern Ireland or Ireland is available with a £99 surcharge.

Remote Areas

We can deliver to some remote locations including the Channel Islands, Grampian, Highlands, Isle of Man, Isle of Wight and the Scilly Isles. Please contact us for confirmation and pricing before ordering.

 

Shipping

Once payment has been received, your order will be passed to our delivery team.

If your order is shipped via one of our third-party couriers, you will receive a dispatch email confirming the courier details and tracking information where applicable.

Once collected by the courier, delivery is typically expected within 3–5 working days, unless otherwise stated.

 

Returns & Cancellations

Standard Returns (Non-Bespoke Items)

You may return eligible items within 14 days of receipt provided they are:

  • Unused

  • In original condition

  • In original packaging

Return costs are the responsibility of the customer unless the item is faulty or damaged.

 

Bespoke & Made-to-Order Items

Certain items sold by Heatons Furniture are bespoke or made to order, including (but not limited to) sofas, beds and mattresses manufactured to a customer’s chosen specification. This may include:

  • Size or configuration

  • Fabric or colour choice

  • Comfort options

  • Mattress type

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation period does not apply to goods made to the consumer’s specifications or clearly personalised.

As a result, bespoke and made-to-order items cannot be returned or cancelled due to change of mind, comfort preference, suitability or fitting issues once production has commenced.

This does not affect your statutory rights. If a bespoke item is faulty, damaged or not as described, remedies will be provided in line with the Consumer Rights Act 2015.

 

Ex-Display, Clearance & Outlet Items

Ex-display, clearance and outlet items are sold at reduced prices and may show signs of prior display or handling. Any such condition will be clearly communicated prior to purchase.

These items are not eligible for change-of-mind returns, however this does not affect your statutory rights if an item is faulty, damaged or not as described.

 

Faulty or Damaged Items

If your item arrives faulty or damaged:

  • Please contact us as soon as possible at help@heatonsfurniture.com

  • Collection and return costs will be covered by Heatons Furniture

  • Original packaging is required where possible

 

Return Packaging

All returned items must be adequately packaged. Our couriers are unable to transport unpackaged goods.

We strongly recommend retaining original packaging. If original packaging has been disposed of, suitable alternative packaging (e.g. bubble wrap and re-boxing) must be sourced by the customer.

 

Storage of Orders

Once your order is ready for delivery, we will store your item(s) free of charge for up to 6 weeks from the date we notify you.

After this period, storage will be charged at £10 per week per order.

Storage charges must be paid in full before delivery can be arranged. We reserve the right to cancel the order or return items to stock if storage charges remain unpaid for an extended period.

 

Cancellation After Storage

If a customer requests cancellation after goods have been stored on their behalf, Heatons Furniture reserves the right to deduct reasonable costs incurred, which may include:

  • Storage charges

  • Failed or attempted delivery costs

  • Supplier or manufacturing costs already incurred

  • Handling and re-stocking costs where applicable

All deductions will reflect actual costs incurred and will not exceed the order value.

 

Failed Delivery & Access

It is the customer’s responsibility to ensure adequate access for delivery, including doorways, staircases, lifts and room access.

If delivery cannot be completed due to access restrictions, a failed delivery charge may apply to cover costs incurred.

 

Comfort & Suitability

Comfort is subjective. We strongly recommend customers view and try products in store where possible prior to purchase.

Variations in firmness, cushioning or comfort preference do not constitute a fault.

 

Refunds Policy

  • Refunds for returned items will be processed within 5–10 working days of receipt and inspection.

  • All other refunds will be processed within 7 working days.

  • Refunds are made to the original payment method.

  • If your payment card has expired, please contact us on 0161 399 2096 to arrange a BACS refund.

Original delivery charges will be refunded where:

  • We made an error in dispatch

  • The item is faulty or not fit for purpose

  • The entire order is returned within the applicable cancellation period

 

Statutory Rights

These Terms & Conditions do not affect your statutory rights under UK consumer law.