On this page, you will find all of our T's & C's & Website Policies
Note: You should read each of the above terms and policy sections before using our website, as the use of our website and webshop should only be done so on the sole basis you agree to our terms, conditions and policies in full. Using our website in any way automatically deems that you agree to these terms and policies, therefore if you do not agree with any of our terms or policies, you should leave this website and refrain from using it in the future.
Please also note; We value your privacy wholeheartedly and we too hate spam... You can rest assured that we will never sell your data or personal information to anyone ever...!
We hope that you are 100% happy with your purchases from us, however, if for any reason you are not, then we offer a 14-day return option.
We will offer a refund for orders returned to us in a re-sellable condition within 14 days of receiving your order, however, we will not refund the original delivery cost and you will be liable for the return delivery cost. Some items may also have a re-stocking fee attached to them, and bespoke or made to order items are non-returnable and non-refundable unless faulty or damaged.
Full details on all processes of returning your goods to us are detailed below, please read this carefully before purchasing items from us:
1. RECEIVING YOUR ORDER
1.1. When your delivery arrives, check it carefully, check all boxes and make sure they are not damaged in any way.
1.2. If a box is damaged, please inform the carrier on arrival, and note the item was received damaged on the delivery note or ask him/her to make a note of the damage as well if appropriate.
1.3. Please take photos of the damaged box on the day and send them to us at email@example.com detailing the damage to the packaging in case you need to report a damaged product for exchange.
1.4. Delivery damage must be reported to us straight away – this is important so we or our suppliers can process the delivery damages insurance. It is your responsibility to report damages to us within 24 hours.
2. UNPACKING & OPENING YOUR ITEMS
2.1. Opening your product carefully: you should always unpack your items carefully so as not to rip or damage the boxes or packaging whilst opening them, which could render the item un-returnable should you wish to return it.
a) Open boxes along their sealed lines carefully so that they may be sealed again and look as new in the event of needing to send them back for replacement or refund.
b) Be extremely careful when opening boxes so that you do not cut into the product inside. We recommend Not Using a very sharp knife that could cut through and into the item inside, causing damage.
c) Take your time opening the box, and only open along taped lines, so the box opens naturally the same way it was packed.
d) If you do use a semi-sharp item or knife to cut along the taped line, then it is important that you do not go too deep, or below the depth of the cardboard box.
e) Gently and carefully score down the box opening line with a steady hand, never going more than 1 millimetre deep, to ensure the safety of your product inside.
2.2. The above is very important, as we do not accept returns where the packaging is not in perfect condition or where the customer has damaged an item whilst opening a box inappropriately.
3. CHECKING YOUR ORDER
3.1. You must open and check your order on the same day it arrives. You should check that all items ordered have arrived, are undamaged and, in the condition expected. This is your responsibility when ordering our products and is important.
3.2. You must report damages to us within 24-48 hours of receiving the item. If damages are reported later than 24 - 48 hours, we are not liable to make an exchange or refund for the following reasons:
a) As otherwise, we have no way of knowing when this damage occurred.
b) We, in turn, need to report damages to our suppliers within a set time frame, in order that they, will exchange or refund the item.
c) If you do not report these damages to us in the time frame required, and in turn, we cannot report these damages to our suppliers, and therefore our supplier will not take the item back due to time-lapse, we would effectively be left with a damaged and un-sellable item.
d) We will not bear the cost or be liable for damaged items which are not reported correctly in these circumstances.
3.3. If you move an item from the address where we delivered it to; any items moved from the address, we delivered them to, will immediately become exempt from our refund and exchange policy and we will be unable to offer an exchange or refund. As in this case, damage may have been caused in transit by your third-party carriers. Therefore, you are strongly advised to open and check your item for any damages before moving it.
4. REPORTING DAMAGES
4.1. If your product arrives damaged, then we will replace it free of charge for you. We may offer you a refund or the option of money off (voluntary compensation) if we are unable to replace the item.
4.2. It is your responsibility to ensure you check your products for damages on receipt of delivery; Once received you should open your package and check it for damages straight away. Take photos of the damaged item and its packaging and send these to us at firstname.lastname@example.org within 24 hours.
4.3. Once we receive your email reporting the damage will then be able to assess the damage and process it accordingly in order to organise the replacement or refund of your item.
5. SENDING YOUR ITEMS BACK TO US
5.1. Please always inform us by email, before sending any item back, and we can send you our returns form prior to doing so. As items sent back that should not be, will incur additional delivery charges if they need to be re-delivered back to you.
5.2. We strongly recommend using a reputable traceable/tracked method of carriage for the return of any items, as it is important to note that until we receive the item we cannot process any claim for a refund or exchange, and we hold no responsibility for items that do not reach us due to your chosen couriers misplaced item errors.
5.3. Items sent back to us via external courier, you bear full responsibility for items returned to us via any external courier, until such a time that these items are received safely back in our warehouse and signed in.
5.4. Sending back large, bulky, heavy items, we understand that some items may be too big or bulky for you to send back yourself and may be difficult to organise. In this case, you can contact us, and we may be able to arrange a collection for you. If possible, this collection will be arranged, but you will need to pay the full cost related to this collection.
5.5. If a collection is possible, we will arrange collection during normal business hours (Monday to Friday (excluding Public/Bank Holidays), By providing this service we reserve the right to make a charge of up to £150 individually per item to cover the cost of collecting these items. Although in most cases the cost will not be anywhere near this amount.
Surcharges may also apply depending on your location or any additional collection issues.
Please note we will not be able to collect from Scotland or Ireland even if we have delivered to these locations
5.6. You will need to be at home on the day the collection is booked for: or if you can’t be there somebody over the age of 16 will need to be there in your place; please note that collections that are booked and cannot be fulfilled due to you not being home, will be charged at full price again if we need to re-book.
5.7. Our Charges for Collection; if we can provide a collection, the costs of this service will be quoted individually and relating to weight, size, location and what is being picked up.
5.8. Please note your initial order delivery charges are significantly subsidised by us to try to offer you the best buying experience. However please note; That when changing your mind on a product you purchased this effectively costs us a loss, therefore, if required, any collection services we offer will be charged out at full cost price and not subsidised in any way, and these collection charges are likely to be significantly higher than the original delivery cost. You of course always have the option of arranging your own return as detailed above.
6. FAULTY ITEMS
6.1. If your product is faulty, we will replace it for you free of charge or refund you if we cannot replace the item.
6.2. Please check your item for obvious faults when it arrives and report them to us as soon as possible.
6.3. If a fault develops later and is not as a result of misuse, or general wear and tear, then we will need details and photos so as we can address it with the supplier. In most cases, suppliers offer a guarantee. So please ensure you keep your proof of purchase.
6.4. Products made from natural materials, such as marble, stone, leather or wood, it is never possible to guarantee the products supplied will have the same colour, shade and pattern or finish as shown on the website pictures, due to the inherent nature of such materials each one is always slightly different. Any differences in these items will not be considered as faulty or defective.
7. ITEMS THAT CANNOT BE RETURNED OR REFUNDED
7.1. All bespoke, Special-Order, or Made to Order products are non-refundable and non-exchangeable. They are also unable to be cancelled unless the order has not yet been processed.
a) Depending on the level of process and the individual item, we may be able to put a stop on the order, but you would need to contact us as soon as possible and you would be responsible for any losses incurred by us, or our supplier until this point and this may include the full item's cost.
7.2. If any bespoke, Special-Order, or Made to Order products are delivered, damaged, faulty, or incorrectly made and it’s ours or our supplier's fault, then we reserve the right to have the item collected and fixed or amended at our cost, or replaced at our cost if the aforementioned cannot be done.
Damages and defects must be reported by email, with supporting photographs of the issue, within 48 hours of receiving the item.
7.3. Items that cannot be returned are listed as follows:
a) Custom Framed Art is non-refundable
b) Fabric sold by the Meter is non-refundable
c) Made to Measure Curtains or Blinds are non-refundable
d) Paint is non-refundable
e) Custom Made or Bespoke Items are non-refundable
f) Made to Order Products are non-refundable- Products from some of our suppliers are 'Made to Order' only, these items are only put into production once we receive an order. Items from these categories or brands cannot be cancelled or changed.
g) Linen and Towels are non-refundable if the sealed packaging has been opened or damaged in any way
h) Bedding or Hygiene Risk Items are non-refundable Mattresses, Mattress covers, Pillows, Bedding or Towels are not covered under this policy due to hygiene reasons. If a mattress is faulty or damaged, we will only be able to replace or repair it.
i) Self-assemble items that have been damaged whilst assembling If you have attempted assembly yourself or appointed any third party to assemble and whilst assembly damaged the item, we are not liable for the damage and unable to offer return or refund. ” Therefore, it is important to check your flat pack items BEFORE you start to assemble them”
j) Seasonal Items (i.e. Christmas or Easter) are non-refundable
k) Sale Items are non-refundable We are unable to cancel, refund or exchange items that have been purchased from our clearance/ex-display or sale. Where an item has been reduced due to defect or damage, these items should always clearly state any defects or damages where applicable, and the price will reflect such conditions. Please contact us prior to any purchase if you are unsure about the condition of an item.
8. ITEMS THAT MAY CARRY A RE-STOCKING FEE
8.1. Some items may be subject to a re-stocking fee of between 15 - 25% if they are sent back due to change of mind, such items might be but are not limited to, particularly heavy items, items sold in bulk, a general example of these items might be.
a) Wall & Floor Tiles
b) Bathroom Furniture
c) Wooden Flooring
d) Some Heavy or bulky items of furniture
8.2. We try to list on our Product Pages if Items carry a Re-stocking Fee- however, we do not, guarantee to have done this if they are listed above from a) - d).
9. RETURNING YOUR ITEMS
9.1. Pack your item carefully making sure it looks as it did when received and originally packed, ready to send back in a re-sellable condition.
9.2. Please inform us by email, before sending back any item, as items sent back that should not be, will incur additional delivery charges if they need to be re-delivered back to you. Additionally, we need to know they are to be expected back.
9.3. Inside the box or package, you are sending back, you will need to enclose a copy of your order, including the order number. You should clearly detail the item you are returning, and the reason for the return.
9.4. We strongly recommend using a traceable/tracked method of carriage for the return of any items, as it is important to note that until we receive the item we cannot assess any claim for a refund or exchange, and we hold no responsibility for items that do not reach us due to postal errors.
9.5. Depending on the value of the item, you may wish to insure the return delivery. As you will be responsible for any damages which occur during the return transit period or for any misplaced or missing items.
9.6. Always keep your postal and tracking receipt safely so you can contact the carrier if there are any issues with the return delivery of the item.
9.7. Send your items back to us at the following address, stating clearly on the package that it is a Return Item:
The House Surgery Ltd
Units 3 -4 Leyland’s House
Walton on Thames
a) Please note we are only available to receive return item deliveries Monday - Friday between the hours of 9:00 am – 6:00 pm – Any returns made outside of these days and times will be at your own risk and we will not be held responsible for any misplaced items.
b) Please also note we do not automatically advise customers of receipt back into our warehouse.
10. REFUNDING YOUR ORDER
10.1. Once we receive your returned item, we will inspect it and process your refund. We aim to do this within 48 hours, during our working days which are, Monday to Friday.
10.2. The money will be refunded directly to the payment card that was used to place the original order (excluding P&P), we regret that we are unable to refund to an alternate card.
10.3. We aim to process your refund as quickly as possible, usually within 3 -10 working days. However, we retain the right to refund up to 30 days following the return of these goods.
10.4. A Delivery Costs Adjustment will be made prior to the refund being given; any refund given will be less the delivery charges originally paid, as we do not return delivery charges.
10.5. Where re-stocking fee is associated with an item being returned this will be also be deducted from the refund.
10.6. In the case of incorrectly delivered or faulty items return carriage will be refunded but if a priority courier is used then only a reasonable sum will be refunded.
11. SPECIAL CHRISTMAS EXTENSION ON OUR RETURNS POLICY
11.1. We have especially for your convenience extended our returns period for the Christmas season.
Items dispatched by during the period from 1st December to 31st December items may be returned within 21 days.
11.2. Our returns policy will revert to the standard 14-day period for items dispatched after 31st December.
This does not affect your statutory rights.
If anything in this policy is unclear or you have additional questions, please feel free to contact our friendly team on 0208 222 6667 and we shall do our best to help you.
We hope you enjoy the experience of shopping with us...!