Terms and Conditions
Before you place an order, if you have any questions relating to these Terms and Conditions, please contact our Customer Service team by phone on 01543 375872.
Using Our Website
Website users must be over 18 years old; by creating an account or placing an order with us via the website or by any other means, you are confirming that you are aged 18 or over.
Orders
Item Descriptions
Please be aware that a proportion of the items that we sell are used and/or antique. These items therefore may carry minor flaws such as small scratches, marks and general wear and tear. Whilst we commit to photographing all flaws and describing all items as accurately as possible and would never mislead customers intentionally, please remember that descriptions are formulated in the opinion of an individual and are therefore subjective. Please be aware our timber tops are made from Solid Timber, therefore may have some natural slight imperfections to the wood. Please contact us if you have any queries regarding an item, as we are only too happy to help. You are invited to view any of our items, which are on display in our showroom, open Monday - Thursday 09:00 - 17:00 & Friday 09:00 - 16:30 & Saturday 10:00 - 16:00. You can also call on 01543 375872 or email us at sales@peppermillinteriors.com during these times for additional information.
Before You Order
Please check your order to ensure accuracy of the sizes, finishes, and colour. Your order will be placed exactly as submitted. It is really important that you make a note of the dimensions of the furniture you're ordering to check that it will fit where you want it. Check access too, as our delivery teams need to be able to bring it into your home or property. If your furniture doesn't fit, it's classed as a cancelled order and unfortunately, you will incur costs equal to the delivery charge; if you had free delivery, you may still be liable for a charge to cover our costs. It is your responsibility to ensure that there is adequate access for any bespoke items, no refund or exchange will be offered in the event that the item(s) will not fit or cannot be maneuvered, and the item(s) will be left at your property. All measurements shown on the website are given to us by each manufacturer and may vary slightly from the actual measurement of the item(s) once produced and received. Measurements are taken at the widest/deepest/tallest/longest point; if you require further measurements please contact us prior to placing your order. Please be aware that as we use multiple table tops and bases to create 'make your own tables' there may be a variance in the height of your table. When ordering a handmade item, please confirm each measurement to ensure that your table meets your specific requirements. On our website, we strive to provide an accurate representation of the finishes on all our items; however, due to changes in lighting and a wide variety of resolution qualities on different computer monitors, some colour variation is possible. Please note that different batches of furniture may also have slight variations in colour. To determine the exact colour of a finish or material, we suggest that you examine the product at our showroom or request a material or finish sample before placing your order. As wood is a natural product, it is subject to movement if exposed to extreme changes in temperature. When tables are placed directly on underfloor heating or in very brightly lit rooms (e.g. a conservatory) it has an adverse effect on the timber. Therefore, we will not guarantee tables if placed in these environments. If you have uneven flooring it may have an adverse effect on the stability of the furniture.
Payments
Payment Methods
We now accept all major credit/debit cards, cash in GBP, and PayPal (for orders placed online). We do not accept payment via cheque. We also do not accept American Express. Payments can be taken via the website for most items, other items such as bespoke products, can be paid for in person or over the phone on 01543 375872 Monday - Thursday 09:00 - 17.00 & Friday 09:00 - 16:30 & Saturday 10:00 - 16:00. All calls are recorded and monitored for quality and training purposes. When using a promotional or discount voucher towards purchasing an item(s), we accept the following methods of payment: credit/debit cards, or cash in GBP. Please note that only one promotional or discount voucher can be used at time of purchase. Promotional or discount vouchers cannot be redeemed against any items in our special offer promotions. Gift vouchers can also be purchased and used as partial/full payment. Read our gift voucher terms and conditions here.
Price of Goods
The price of the goods shall be the price set out in the Order, on the Supplier’s website, or, if no price is quoted, the price set out in the Supplier's published price list in force as at the date of delivery.
The Supplier may, by giving notice to the Customer at any time before delivery, increase the price of the Goods to reflect any increase in the cost of the Goods that is due to:
• any factor beyond the Supplier's control (including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs);
• any request by the Customer to change the delivery date(s), quantities or types of Goods ordered, or the Specification; or
• any delay caused by any instructions of the Customer or failure of the Customer to give the Supplier adequate or accurate information or instructions.
The price of the Goods excludes amounts in respect of value added tax (VAT) but will show the amount of VAT owing, which the Customer shall additionally be liable to pay to the Supplier at the prevailing rate, subject to the receipt of a valid VAT invoice; and excludes the costs and charges of packaging, insurance and transport of the Goods, which shall be invoiced to the Customer.
The Supplier shall invoice the Customer upon receipt of the Order.
The Customer shall pay each invoice submitted by the Supplier:
• (a) Before the Goods are dispatched to the Customer (unless clause 8.6 applies in the full terms & conditions at the bottom of this page); and
• (b) in full and in cleared funds to a bank account nominated in writing by the Supplier, and time for payment shall be of the essence of the Contract.
If the Goods ordered by the Customer are bespoke or made to order then the Supplier will invoice the Customer upon receipt of the Order and 50% of the amount shown on the invoice will be payable immediately by the Customer as a non-refundable deposit. The Supplier will not commence work on the Goods until the non-refundable deposit is received.
Should the Customer terminate this agreement or fail in any of its obligations herein resulting in the Supplier terminating this agreement, the Supplier reserves the right to charge the Customer and the Customer agrees to pay a restocking fee of 20% of the overall price of the Order. All amounts due under the Contract shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
Deposit
Customers may pay a 50% deposit to reserve items on an order. Please note in certain circumstances, such as but not limited to when cancellation means that there are administrative costs for a product to be re-advertised, some or all of the deposit may be non-refundable. Any balance due must be paid in full prior to delivery.
Returns
Returns Policy
Please take time to check your items over carefully before signing to accept a delivery; by signing the delivery note you are agreeing that the item(s) you have received are in no way damaged, faulty or incorrect. If you do notice your item(s) to be faulty after delivery or collection this must be reported to us as soon as possible after receiving the items and we will endeavour to repair or replace them at no extra cost to the customer. If you're not entirely happy with your product, please fill out the following Product Query Form, you will need to complete all necessary fields within the form for your query to be dealt with by customer services. It is in our best interest to assist you in every way possible, so for a quick and easy return, please keep the original packaging that you received your item in, as any faulty items will need to be returned in their original box to receive a full refund. Alternatively, the damaged or faulty item(s) can be returned to us and a full refund will be given (cost of item(s) plus delivery charge).
If for any other reason the item(s) is returned, the Customer may be able to get a refund but this may be subject to deductions and the Customer may have to pay the costs of return of any goods. The collection charge will be equal to the delivery cost; if the item(s) was advertised as having free delivery, the cost of collection will be advised to you depending on the item(s) you are returning. You are welcome to arrange your own method of return, in which case you will be given a full refund minus the original delivery charge and will not be charged any other additional fee. If you collect your item(s) from our showroom, and then wish to have an exchange or refund for any reason, it is your responsibility to return the item(s) to us and cover the cost of re-delivery, if required, as is the case with any in-store purchase. Please note that if you are arranging your own return method, it is your responsibility to ensure the items arrive to us in their original state. Refunds are issued via the original method of payment. Please make sure that all items are correctly and properly wrapped in the original packaging provided upon delivery. Any items that are returned to us in inadequate packaging, which subsequently get damaged in transit, will not be refunded. You must notify us within 14 days of receipt of your item(s) if you would like a refund. Returns and exchanges received outside of this time frame will not be accepted.
Please note Bespoke items are custom-made to order to your requirements and are therefore non-returnable. Any items that are ordered specifically for a customer are also non-returnable and non-refundable this applies to commercial and domestic sales. Vintage items that require any work or are customised to order to your requirements are also non-returnable. Please note that credit notes are valid for a maximum of six months from the date of issue. Reproduction items come with a twelve-month guarantee. We have a testing process to ascertain whether an item(s) has been cleaned with commercial cleaning products. We will not guarantee any of our metal tables if commercial cleaning products have been used to clean them. We will not guarantee any of our items if used outside, unless otherwise stated in the product listing. We will not guarantee any of our chairs if used on uneven flooring. Antique and vintage items do not come with a guarantee; any requests to exchange/return vintage items will be processed in accordance with your statutory rights. Unfortunately, we cannot guarantee our items if delivered outside of the UK. This is due to the increased cost of shipping to and from non-UK countries. Customers wishing to return, exchange or seek a refund for an internationally purchased item(s) will be liable for all costs incurred for return and re delivery.
Collection
Please note that collection must be booked at least 48 hours in advance on 01543 375872. Failure to book may lead to a delay or wasted journey as items may not be ready for dispatch when you arrive. Please provide a copy of your receipt (printed or on your phone) and bring along some photographic identification (e.g. driver’s license, passport), the identification must match the name on the receipt.
If a third party is collecting, you must inform us of their name and confirm that you give them permission to collect. Upon arrival, the third party must provide a receipt and the name of the person or company they are collecting on behalf of. The third party collecting will also need to provide their photographic ID, which will then be photocopied and stored in a safe and secure location with restricted access. The data will be encrypted and kept for a maximum of three months. After this, it will be destroyed in a manner that is compliant with GDPR policies.
If you have stated that you require your order to be delivered, and a third party arrives to collect it, please expect a call from the sales team to confirm that you are happy for them to collect.
Please note, if you do decide to arrange your own courier to collect and deliver your items outside of our team of trusted associates, Peppermill Interiors cannot be held responsible for items that are lost or damaged due to the result of a third-party courier. We require a signature to release the item(s) from our warehouse, so we recommend you fully check the product and/or check that you are fully satisfied with it, before accepting and signing for this delivery, or having the delivery signed on your behalf.
Delivery Options
Delivery
The Supplier shall deliver the Goods to the location set out in the Order or such other location as the parties may agree (Delivery Location) at any time after the Supplier notifies the Customer that the Goods are ready.
The supplier ordinarily delivers solely to locations within the UK. However, the Supplier may at their sole discretion, ship products to countries outside of the UK. If the Supplier ships Goods outside of the UK, the laws of England and Wales will apply to this contract.
If Goods are delivered outside of the UK, the risk and title to the Goods will pass to the Customer when the Goods are provided to the shipping company. All of the Customers right relating to refunds and return of faulty or damaged Goods will not apply to Goods delivered outside of the UK. Delivery is completed on the completion of the unloading of the Goods at the Delivery Location.
Under terms of shipment, DAP, it will be clients (Importers) responsibility to arrange import clearance and pay any duties and taxes liable on your shipment.
Please also ensure all relevant documentation required for import are requested before approval / collection of your products/cargo is made.
Any dates quoted for delivery are approximate only, and the time of delivery is not of the essence. The Supplier shall not be liable for any delay in delivery of the Goods that is caused by a Force Majeure Event or the Customer's failure to provide the Supplier with adequate delivery instructions or any other instructions that are relevant to the supply of the Goods.
Quotes for delivery charges are based on normal delivery conditions, any special measures must be made known to us prior to obtaining the quote. The final delivery price you pay is guaranteed to be within 10% of the quoted price not withstanding any special items or amendments to your order. Special items must be agreed upon at the time the order is placed. If your delivery is made by courier, the courier(s) will unload the items and take them to a ground floor location, unless otherwise agreed prior to delivery. There must be sufficient parking close to the premises to enable our delivery team to unload the items and deliver them safely. If there are any parking/access restrictions at your location, you must advise us of this at point of order. We will be unable to deliver unless we have the necessary permission or permit. It is the responsibility of the customer to provide us with adequate permits/permission in time for delivery. If not, the goods will be returned to our warehouse and another delivery will need to be arranged. If we need to return for a second time you will need to pay an additional delivery charge beforehand. This also applies to failed attempted deliveries due to you not being present at your delivery address.
We use a network of delivery companies, and therefore your item(s) may arrive by post, courier, or on a pallet. If your item(s) is delivered via pallet, please be aware that this is a kerbside delivery, and it will be your responsibility to take the items into your property and to dispose of the pallet appropriately. If there are any issues with this delivery method, please contact us prior to placing your order so that we can endeavour to make suitable alternative arrangements. You should notify us of any discrepancies regarding your delivery within 24 hours of the delivery being made. If you have arranged a delivery time with one of our couriers, or ourselves, we require 48 hours’ notice if you need to reschedule; any cancellations within 48 hours of a specified delivery time may incur a second delivery charge. If the goods are to be exported, and you are not collecting the goods and/or arranging your own delivery, then the Incoterms will be CIF, unless otherwise agreed in writing.
Please note for our heavier tables over 2.4m we will provide two team members to deliver your table, however the customer will also need to have two additional able bodies at the destination to help carry the table into the room due to its heavy weight.
If the Customer fails to take delivery of the Goods within ten Business Days of the Supplier notifying the Customer that the Goods are ready or if the Customer fails to take delivery of the Goods on the agreed delivery date, then, except where such failure or delay is caused by a Force Majeure Event or the Supplier's failure to comply with its obligations under the Contract in respect of the Goods:
• (a) delivery of the Goods shall be deemed to have been completed at 9.00 am on the twenty Business Day after the day on which the Supplier notified the Customer that the Goods were ready; and
• (b) the Supplier shall store the Goods until actual delivery takes place, and charge the Customer for all related costs and expenses (including insurance).
If twenty Business Days after the day on which the Supplier notified the Customer that the Goods were ready for delivery the Customer has not taken actual delivery of them, the Supplier may resell or otherwise dispose of part or all of the Goods and, after deducting reasonable storage and selling costs, account to the Customer for any excess over the price of the Goods or charge the Customer for any shortfall below the price of the Goods.
The Supplier may deliver the Goods by instalments, which shall be invoiced and paid for separately. Each instalment shall constitute a separate contract. Any delay in delivery or defect in an instalment shall not entitle the Customer to cancel any other instalment.
Expected Time of Delivery
The delivery time depends a great deal on availability. We advise that delivery can take up to 14 working days. It is possible you may receive your items sooner and we will always do everything we can to ensure timely delivery. Please note: these are estimates, not guarantees. Please allow longer for deliveries outside mainland England & Wales, further away areas such as Cornwall, non-UK deliveries, and during the Christmas period. Any dates quoted for delivery are approximate only, and the time of delivery is not of the essence. The Supplier shall not be liable for any delay in delivery of the Goods that is caused by a Force Majeure Event or the Customer's failure to provide the Supplier with adequate delivery instructions or any other instructions that are relevant to the supply of the Goods.
Damaged Furniture
Occasionally, the furniture may experience minor damage during shipment or it may contain manufacturer defects. Please take your time and inspect all the furniture upon delivery and denote any damages or defects on the delivery ticket, as it is much easier to have these problems corrected when denoted on the delivery ticket. Please denote on the delivery slip even if you keep an item.
Furniture Care
Maintaining your products
The customer is responsible for looking after his/her products and taking the necessary measures to maintain the look of the items. Tables in particular will experience wear and tear due to the extensive use they receive. We recommend that our wood tables be treated regularly with a clear matt Osmo oil or Briwax, depending on the finish, in order to preserve their appearance. Please contact a member of staff if you would like any further advice on how to care for your furniture.
Please note that using any chemical cleaners or protection sprays on your items voids the warranty and we will not guarantee these items.
We recommend that all stone tables must be re-sealed on a regular basis.
Please see our Peppermill Interiors Sheepskin Care Guide here
Please see our Metal Table Tops Care Guide here
Storage of Goods
We are happy to store your item(s) for up to 4 weeks. If we need to store items for any longer than that we will charge storage at 5% (payable prior to delivery) of the cost of the item(s) per month unless specifically arranged beforehand at the point of order.
Title to Goods
Title to goods passes to you at the time of delivery/collection.
Warranty
Our Warranty covers the defects resulting from defective parts, materials or manufacturing of our reproduction items, if such defects are revealed during the period of 12 months since the date of purchase. Bespoke items are non returnable but our warranty covers any repairs if the item is deemed faulty from the manufacturing process. Vintage items are not covered by our warranty.
Seconds furniture items and end of line items are also not covered by our warranty due to being sold at a reduced price.
If an item has been collected from our showroom it is the customers responsibility to return the item if it is faulty.
Full Warranty Terms and Conditions can be found in the link at the bottom of this page.
What is not covered by our warranty:
General Wear & Tear: We do not cover general wear & tear from every day use of our items.
• Wooden seating placed on uneven flooring: We will not guarantee any of our wooden chairs if used on uneven flooring.
• Wear & tear on leather products: We do not guarantee any wear & tear that occurs on our leather pieces of furniture.
• Any item's that have been modified: If the customer modifies their item in any way e.g. painting, re-upholstering, cutting down.
• Adverse effect on the timber or material: when furniture, particularly tables, are placed directly on underfloor heating or in very brightly lit rooms (e.g. a conservatory), we will not guarantee these items if placed in these environments.
• Unstable furniture: caused by uneven flooring as over time it may have an adverse effect on the stability of the furniture.
• Seconds furniture items and end of line items are also not covered by our warranty due to being sold at a reduced price.
Please click here to read our full terms and conditions.
Please click here to read our complaints procedure.