Terms & Conditions

Effective Date: January, 2025

When you purchase from us, you agree to the following terms and conditions.

1 - Accuracy of Order Details

You are responsible for ensuring that the details of your order are accurate. Costs incurred for re-delivery or returns of non-faulty products will be your responsibility.

Before finalising your order, we will review all details with you, including specifications such as size, fabric, colours, and functionality. You will need to confirm these details and sign to proceed. By doing so, you acknowledge that the order is correct and ready for processing.

If there are any challenges that may impact delivery or installation, such as restricted access to your property, you must inform us beforehand. Ensuring that the product can be delivered and installed is ultimately your responsibility.

We are unable to dismantle or dispose of old furniture on your behalf, so any items for removal must be dismantled before our delivery team arrives. Heritage Mobility accepts no responsibility for items that cannot be removed due to access limitations.

2 - Placing Orders and Payment Methods

You can place orders with us in person or over the phone. We accept the following payment methods: cash, debit or credit cards, bank transfers, and cheques (with conditions).

  • Orders require a minimum deposit of 50% of the total value. The remaining balance must be paid in full before delivery.

  • Payment in full is required for express or same-day delivery items.

  • We may offer short-term product storage for an additional fee. Any orders held in storage must be fully paid before being dispatched.

If your order qualifies for a discount based on multiple purchases and you later cancel a product, we may revoke the discount for the remaining items and request additional payment to cover the difference.

3 - VAT Exemption

If you are chronically ill or disabled, certain products may be eligible for VAT relief. To qualify, you must complete and sign a VAT Declaration Form. Providing false information may lead to penalties. Please consult HMRC for further guidance.

4 - Product Representation

The colours, dimensions, and materials of our products may vary slightly from what is shown in images or described. Variations in handmade products and natural materials are expected and will not affect their intended functionality.

5 - Delays beyond our control

While we strive to meet delivery timelines, delays caused by circumstances beyond our control may occur. In such cases, we will inform you promptly and minimise disruptions.

If a delay is significant, you may contact us to cancel your order and receive a refund for any products not delivered. However, we are not liable for additional costs or compensation due to delays.

6 - Warranties for your Peace of Mind

We stand behind the quality of our products, offering warranties for your reassurance. The warranty period applied depends on your agreement with Heritage Mobility, found on your order documents.

Warranties do not cover normal wear and tear, improper use, insufficient maintenance, or changes to your personal circumstances.

7 - Your Right to Cancel

Cancellation Fee: Cancellations will incur a £100 cancellation fee.

Non-Bespoke Items: You have 14 days from delivery to change your mind, provided the product is returned in its original condition at your expense. Large items can be collected by us for £200 + VAT.

Bespoke Items: As bespoke orders are customised to your specifications, they cannot be returned under the Consumer Contracts Regulations. However, we allow cancellations prior to production, with costs incurred deducted from your refund.

8 - Product Issues and Legal Rights

If you believe your product is faulty, contact us immediately. Under the Consumer Rights Act 2015, you are entitled to:

  • A refund within 30 days for faulty goods.

  • A repair or replacement for goods that develop faults within six months.

  • Partial refunds or repairs for faults discovered after six months but within six years.

9 - Changes to Product Terms

We may make minor changes to products or terms to comply with updated regulations or for technical improvements. These changes will not affect the functionality of your product.

10 - Ending the Contract

We may end our contract with you if you fail to pay on time, provide necessary delivery information, or refuse to accept delivery. Refunds will exclude costs already incurred.

11 - Limitation of Liability

We are not responsible for losses that are:

  • Unforeseeable or unrelated to our products or services.

  • Caused by events outside our control.

  • Business-related losses arising from personal-use products.

12 - Privacy

We handle your personal data in accordance with our Privacy Policy, available on request.

13 - Resolving Disputes

Our Customer Service Team will address any concerns you may have.