Shop Terms & Conditions 

Welcome to our Website Shop...! and thank you for visiting us, we hope you find the whole shopping experience enjoyable.

Please read these Shop Terms & Conditions fully before using this website, along with our Delivery Policy & our Returns Policy:

In light of us wishing to provide a user-friendly service, with transparency and fairness we always try to ensure our ‘Terms’ and ‘Policies’ are written in a clear and understandable format, Therefore if anything written in our Terms or Policies is unclear or you would like to clarify something further, please do not hesitate to contact us to ask for clarity and we will be happy to help.

 

1.    SHOP TERMS & CONDITIONS

1.1.    These are the terms and conditions on which we supply products to you, being goods, products, or online services. This page (together with our Privacy Policy, Cookies Policy, Delivery Policy, Returns Policy, and Terms of Website Use) tells you information about us and the legal terms and conditions on which we sell any of the products listed on our website to you. Please read through these terms and conditions before placing your order. They do not affect your statutory rights.

1.2.    Placing an order with The House Surgery Limited Web Shop constitutes your agreement to be bound by these terms and conditions as well as our separate Delivery Policy & Returns Policy. The House Surgery Limited reserves the right to update these terms and conditions from time to time without notice to you. Your contract with us will be governed by the version of these terms and conditions which was in place when your order was accepted.

1.3.    You will be requested to read and accept these terms and conditions every time you place an order. For this reason, we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. Before placing your order, if you have any questions relating to these terms and conditions please contact us. If you do not agree with any clause within these terms and conditions you should not place an order with us.


2.    INFORMATION ABOUT US AND HOW TO CONTACT US

2.1.     We are The House Surgery Limited (referred to throughout these terms and conditions as “we” or “us” or "our” or “The Company”) a company registered in England and Wales. Our company registration number is: 4841388 and our registered office is: Units 3 - 4 Leyland’s House, Molesey Road, Walton on Thames, Surrey, KT12 3PW. Our registered VAT Number is; 853 4144 33.

You can contact us by any of the following methods:

By phone:        0208 222 6667
By email:          info@housesurgery.co.uk 

By post:            The House Surgery Ltd
                           Units 3-4 Leyland’s House
                           Molesey Road
                           Walton on Thames
                           Surrey
                           KT12 3PW


3.    HOW TO PLACE AN ORDER

3.1.    You can place an order via our website shop at www.housesurgery.co.uk/shop-home by selecting your items and then following the prompts given, or by calling us on 0208 222 6667 to make a telephone order.

3.2.    Once you have placed an order you will receive an e-mail within 24hrs (or the next working day) with details of your order and any further information. Please ensure you check the details are correct and contact us at your earliest convenience if anything is incorrect, missing or not as expected (Please pay special attention to your items ordered, delivery address, postcode, and contact telephone number). As if these details are wrong, we may not be able to complete your order. If for any reason you do not receive an email, please call us as soon as possible so we can investigate this for you. Before doing this, we recommend checking your junk or spam folders just in case. (If our email has ended up in one of these folders, please list us as a safe sender, so that you do not miss other important emails we may send you in relation to your delivery).

3.3.    The successful placement of your order is deemed your acceptance of these terms & conditions. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. In the unlikely event that we are unable to accept your order, we will notify you as soon as possible. 

3.4.    Non-acceptance of an order may be, because of one of the following reasons:

a)    The product you ordered being found to be damaged or unsuitable for sale.
b)    The product you ordered being unavailable.
c)    A product that has a pricing or description error. 
d)    Our inability to obtain authorisation for your payment.
e)    The order is flagged as fraudulent or malicious, or we have reason to believe something is not as it should be.
f)    Your contact details and or delivery details are found to be incorrect.
g)    Your delivery address is outside of our delivery areas.
h)    We are unable to meet a delivery deadline you have specified.

3.5.    Once you have set up an account with us as part of the order process, you will be able to access your order details at any time from our website.


4.    PRICING AND PAYMENT

4.1.    All prices and charges on our website are quoted in Pounds Sterling. All product prices are exclusive of VAT and delivery costs. These are calculated as part of the checkout process, based on the delivery location and the size or weight of your products and our various supplier charges in these respects. 

4.2.    Pricing errors: We take all reasonable care to ensure that the price of the products advised to you is correct. If we discover an error in the price of products you have ordered, we will inform you as soon as possible and give you an option of reconfirming your order at the correct price or cancelling the order. 

4.3.    Pricing errors discovered after delivery: If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

4.4.    If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

4.5.    Full payment for your order is made at the point of placing the order. We accept payment with most types of credit and debit cards (Visa, Mastercard, Delta, Switch or Maestro). Through Stripe or PayPal, Alternatively, you can pay by cheque, which should be made payable to “The House Surgery Limited” and posted to our address, or by BACS and we can provide you with the information to do this on contact. However please note that we cannot hold or despatch products until a cheque payment has fully cleared in our bank. 

4.6.    Failed Payments: We will advise you if your payment details cannot be authorised for any reason or if your cheque has failed to clear. We will then try to arrange for you to make payment by another method.

4.7.    When you Own a product: You own a product once it has been delivered and we have received payment in full. So long as it is not affected by clause 4.3.

4.8.    If you Purchase Items that are listed as Out of Stock: Then we will contact you to let you know when we are able to get them back into stock and the estimated lead time, if this is agreed with you then we will order your item in, in some cases this may make your Item a Special Order Item. Items listed as ‘Out of Stock’ may be out of stock because;

a)    We do not intend to supply them anymore

b)    The item has been discontinued by our supplier

c)    We only order them in on request

d)    We may simply be waiting for more to come available

4.9.    If you would like more information on what category the item, you wish to purchase falls under please contact us.


5.    OUR SHOP PRODUCTS

5.1.    Products may vary slightly from their Images: The images of the products on our website are for illustrative purposes only. Whilst we make every effort to display as accurately as possible the colours and finishes of our products on our website, it is important to understand, that each different computer displays colour tones differently, therefore we cannot guarantee the full accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish or colour, please contact us on 0208 222 6667 and if available we may be able to send you a sample. However please also note that samples can be cut from differing batches to the one you order from, and this can result in slight colour differences.

5.2.    Handmade Products: Although we have made every effort to be as accurate as possible with images and details of our products; because some of our products are handmade, all sizes, weights, capacities, dimensions, and measurements detailed on our website may vary slightly. These differences will not be deemed as defects.

5.3.    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. These differences will not be deemed as defects.

5.4.    Ordering Items at Different Times from Different Batches, we cannot guarantee to match products exactly which have been ordered at different times, such as fabrics, wallpapers, furniture items, tiles, or any other items that may vary slightly from batch to batch. 

5.5.    Discounted Products: Any products identified as ‘On Sale’ ‘Special Offer’ or 'End of Line' in the product description may be discontinued items, meaning we will not get any more stock. This will also mean that we will be unable to source parts or exchange this product for a new equivalent in the event of any problems. This is reflected in the discounted price of the product. All products are new and sold as New, or ‘Ex-display’ and sold as Ex-display (Ex-display meaning they may have been used for our own display, or in one of our show home projects, but never actually physically used. This status or discount does not affect your statutory right to a refund in the event of faulty items. Please refer to our full 'Returns Policy' which applies to all products sold.

6.    BESPOKE & MADE TO ORDER PRODUCTS

6.1.    Measurements you provide: If we are making a product to measurements, that you have provided for us, you are solely responsible for ensuring that these measurements are correct. 

6.2.    Rectifying incorrectly made products: In the event that, a product is made incorrectly due to your incorrect measurements being provided; where possible we may be able to have your item amended for you. However, in this instance, you will be liable for any additional costs relating to this, including sending the product back us or our supplier, re-delivery, and any related costs to have these amendments made or for further materials that may be needed to complete the amendment.

6.3.    Measuring Guides: In some cases, we supply 'Measuring Guides', to help you measure accurately. However, you are fully responsible to ensure your measurements are correct despite using these guides, and we take no responsibility for any mistakes you make by you not fully understanding these guides. We suggest that if you are unclear of anything that you call us to discuss before placing your order.


6.4.    All bespoke and special-order products are non-refundable and non-exchangeable. They are also unable to be cancelled unless the order has not yet been processed. Depending on the level of process and the individual item, we may be able to put a stop on the order, but you would be responsible for any losses incurred by us, or our supplier up until this point and this may include the full item cost.

6.5.    If you wish to make a change to the product you have ordered, following the order but before despatch, please contact us as soon as possible. We will let you know if the change is possible. If it is possible we will let you know of any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result of your requested change, and we will ask you to confirm whether you wish to go ahead with the change. 


7.    COVID-19 UPDATES Please refer to our ‘Covid-19 Updates’ on our website for the most up to date information relating to changes that may affect your order’s delivery. Please note that whilst we do our best to keep our delivery terms as clear and up to date as possible, during any time of crisis or when things may be different to the norm this can affect the delivery services offered. Delivery services may also be subject to change quickly in line with government announcements and the importance of the safety of everybody.

8.    DELIVERY 

8.1.    For full details on our delivery services and important matters relating to both your’ and our’ delivery obligations please read our full ‘Delivery Policy’ here. Although we have given some information in relation to our delivery and returns processes in these terms; the most up to date and full details should always be read in these separate policies; our ‘Delivery Policy’ and our ‘Returns Policy’.

8.2.    We can only deliver within the UK mainland. If you live further afield, we may be able to deliver certain items, but you will need to contact us directly on 0208 222 6667 to find out if this is possible.

8.3.    We are unable to Deliver to Scotland and Ireland as standard at this time: Please note if you are based in Scotland or Ireland and some locations at the furthest corners of the country, we do not deliver to these locations as standard; however, in some cases, we may be able to deliver to you depending on the items and the exact location of your delivery address. Please contact us so we can help.

8.4.    We will deliver your products to the address you provide us at the time you place your order. Please check this address given is correct in your confirmation email and let us know as soon as possible if there are any discrepancies with your address or contact number. As this may cause problems with your delivery if incorrect.

8.5.    Standard Products Delivery times: We aim to deliver products to you as soon as reasonably possible after the day on which we accept your order, (Item dependant) this is usually between 3 – 15 days and within 30 days from order. Most of our products state estimated delivery times within the actual product page, however if this is not shown you may contact us to gain an estimate of this information. 

8.6.    Out of stock items may take longer and we can give you updates on individual items and when they are due back in stock if required. If you have ordered an out of stock item and you are not happy to wait you may contact us to cancel the order and get a full refund, subject to the T’s & C’s of the item ordered.

8.7.    Bespoke Products Delivery Times; Bespoke, special order, or made to order products will undoubtedly take longer than standard delivery products, and the actual times will depend on the individual product and supplier, for example some bespoke art may take up to 10 days, and some sofas or other specialist items may take up to 12 weeks; we will estimated lead times for bespoke and special order items at the time of order. However, please note these estimated times cannot be fully guaranteed as other factors may be present, such as components chosen for the item being out of stock, like your fabric choice for example. In this unlikely event we will always try to keep you informed of any delays beyond our control, and we may be able to offer an alternative option if necessary. Bespoke items once in production cannot be cancelled due to delivery delays outside of our control, however if the delay is substantial, we may be able to offer compensation in the way of money off in some instances.

8.8.   Delayed Deliveries; If a standard product is unavailable from stock or our supply of the products is delayed by an event outside our control (i.e. a delay from our suppliers, their suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know what is happening and will do our best to minimise the effect of the delay. Provided we do this we will not be liable for such delays caused by the situation. however, if there is a risk of a substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. (Except in the case of Bespoke or made to order items). In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract if we deem this necessary, if we do this, we will inform you of this and we will refund you in full for any money you have paid for the cancelled product.

8.9.    Our delivery services are carried out Monday – Friday during working hours. delivery times may vary direct from our different suppliers. More information on delivery times is available in our ‘Delivery Policy’ Unfortunately we cannot offer guaranteed weekend deliveries at this time.

8.10.    Check your ordered items will fit: Before placing your order, please check that the items of furniture will fit through any front doors, passageways, stairwells, around corners, landings and internal doorways on the way to the destination room. If you live in an apartment with a lift, please also measure the lift fully, and ensure the lift is in working order on the day of your delivery. You are fully responsible for ensuring your delivered items will fit into your home, so please check potential problem areas carefully. You can read our “How to Measure Guides” page for more information and help with this or contact our team on 0208 222 6667 if you are unsure of anything. If items are found not to fit on delivery, this is your responsibility, so please be careful to check thoroughly. 

8.11.    When your delivery arrives, check it carefully, check the box and make sure it is not damaged in any way. If the box is damaged, please inform the carrier, and note this on the delivery note. Please take photos on the day and send them to us at info@housesurgery.co.uk detailing the damage to the packaging in case you need to report a damaged product for exchange, and in case we, or our suppliers need to make a claim with the carrier company.

8.12.    Opening your product: you should always unpack your items carefully so as not to rip or damage the boxes or packaging. 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. This is very important, as we do not accept returns where the packaging is not in as sent condition. 

9.    FAULTY, DAMAGED or MISSING PRODUCTS

9.1.    For full details on what to do if your products arrive faulty damaged or missing on receipt of delivery, please read our ‘Delivery Policy’ and our ‘Returns Policy’ as here you will find all the information needed.

9.2.    Products that arrive Faulty or Damaged will be replaced at our expense. Please ensure you follow all the instructions detailed clearly in our ‘Returns Policy’ so that we can help you in the best way possible.

9.3.    If your product is damaged when it arrives, we will replace it free of charge or offer you a refund or we may offer the option of money off if we cannot replace the item. Please note, 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 if applicable and its packaging and send these to us at info@housesurgery.co.uk  within 24 hours, for full information on returns please read our Returns Policy

9.4.    If any products are Lost or Missing in transit, please let us know promptly by contacting our friendly team on 0208 222 6667 so that we may try to sort this out swiftly for you and track the item there and then. In order to make sure we have all the relevant information please also email us a brief description of the issues or missing items to info@housesurgery.co.uk Please write on your delivery note if any items are missing, and ensure you check your item quantities and report any missing items to us within 24 hours. Sometimes more than one item may be packaged in one box.

9.5.    Please see the following Sections 10, 11, 12 & 13 of these terms and our full Delivery Policy & Returns Policy for further info on what to if you have received or are returning damaged items. Please note the full details relating to delivery and returns must be referred to in the Returns and Delivery Policies as information within these terms cannot be relied upon as complete.

10.    RETURNS & CANCELLATIONS

10.1.    If you wish to cancel an item ordered – You may cancel certain items at any time and receive a full refund provided it has not already been processed or sent out, if the item has already been processed we may be able to cancel it in time, so you should always contact us as soon as possible to let us know. However, if the item has already been sent out you will need to return the item to us before a refund can be given, and you will be responsible for the carriage charges in this instance. For full details of our Returns Policy please read it here. Please note that not all items can be cancelled or returned once ordered, and some may be subject to a re-stocking fee, which may include the full cost of the item, a full list of these items is detailed below: 

11.    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 - 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 once put into production. 

g)    Bedding 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.


12.    ITEMS THAT MAY CARRY A RE-STOCKING FEE

12.1.    Some items may be subject to a re-stocking fee from our suppliers 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

13.    RETURNING YOUR ITEMS (Please see our 'Returns Policy' for full details)

13.1.    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.

13.2.    Please inform us by email, before sending any item back to us, 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.

13.3.    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/s you are returning, and the reason for the return.

13.4.    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 asses any claim for a refund or exchange, and we hold no responsibility for items that do not reach us due to postal errors.

13.5.    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.

13.6.    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.

13.7.    Send your items back to us at the following address, stating clearly on the package that it is a Return Item:

(Return Item)
The House Surgery Ltd
Units 3 -4 Leyland’s House
Molesey Road
Walton on Thames
Surrey 
KT12 3PW

a)    We also advise you inserting your senders address, detailed as the FROM address, in a lower corner on the package in case of any issues with delivery.
 

b)    Please note we are only available to receive return item deliveries Monday - Friday between the hours of 9 :00am – 6:00pm – 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.
 

c)    Please also note we do not automatically advise customers of receipt back into our warehouse.


14.    REFUNDING YOUR ORDER

14.1.    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.

14.2.     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.

14.3.    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.

14.4.    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, unless the item is faulty.

14.5.    Where a re-stoking fee is associated with an item being returned this will be also be deducted from the refund.

14.6.    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.

 

15.    YOUR RIGHT TO END THE CONTRACT

15.1.    You are always entitled to end your contract with us. Your rights when you end the contract will depend on what you have purchased, whether there is anything wrong with it, and how we have been performing when you decide to end the contract:

15.2.    If your product purchased is faulty or mis-described you may have a legal right to end the contract, or to get the product repaired, or replaced, or to get some, or all, of your money refunded.

15.3.    If you have changed your mind about the product: You can see our full Returns Policy here. You may be able to get a refund if you are within the 14 day period, however, this may be subject to deductions and you will have to pay for the carriage costs of returning the item to us. Some items are non-returnable and non-refundable unless faulty, to see a full list of these items please see our full Returns Policy 

15.4.    Ending the contract because of something we have done or are about to do. If you decide to end your contract for one of the reasons set out below, the contract will end immediately, and we will refund you in full for any products which have not yet been provided. 


The eligible reasons are:

a)    We have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed on this basis.
b)    We have told you about an impending change to a product you ordered before knowing about the change, and which you do not agree to.
c)    There is a risk that supply of the product ordered may be significantly delayed because of events outside of our control and we have not forewarned you of these impending delays.
d)    We have postponed supply of the product due to technical or mechanical reasons, or we notify you we are going to postpone the supply of the product for technical or mechanical reasons, in each case for a period of more than 30 days.
e)    You have a legal right to end the contract because of something we have done wrong (including because we have delivered late) (see clause 8.8).

15.5.    Telling us you want to end the contract: Please telephone us as soon as possible if your order is pending delivery on 0208 222 6667, so we can try to cancel delivery before it takes place, or you can email us on info@housesurgery.co.uk if your order has already been received. Within this email please provide details of why you wish to end the contract, your full name and address, your contact details, and your order number. You may also write to us at the address provided above at the beginning of these terms.

15.6.    Returning your items after ending the contract: if you end the contract for any reason after the products have been delivered, you must return them to us. If you are returning them because you have changed your mind, you must return them within 14 days of the date that you received them, this is the date the items were delivered to you.

16.    EXERCISING YOUR RIGHT TO CHANGE YOUR MIND (Consumer Contracts Regulations 2013). 

16.1.    (Consumer Contracts Regulations 2013). For most products purchased online you have a legal right to change your mind within 14 days and receive a refund. If you are exercising your right to change your mind, you must return these products in re-saleable condition, and within 14 days as detailed above in clause 15.6 and further detailed in our Returns Policy.

17.    YOUR LEGAL RIGHTS AS A CONSUMER, Consumer Rights Act 2015.

Please see below for details of your key legal rights in relation to purchasing products.

17.1.    Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk  or call them on 03444 111 444. If your product is goods, the Consumer Rights Act 2015 says all products must be of satisfactory quality, fit for purpose and as described. During the expected lifespan of your product your legal rights entitle you to the following:

a)    Up to 30 days: if your goods are faulty, you can get an immediate refund.

b)    Up to 6 months: If it cannot be repaired or replaced, then you are entitled to a full refund in most cases.

c)    Up to 6 years: If the goods do not last a reasonable length of time
you may be entitled to some money back.
    

17.2.    Your obligation to return non-satisfactory or fit for purpose products. If you wish to exercise your rights to reject un-fit for purpose products you must either return them in person to us, or post them back to us or (if they are not suitable for posting) allow us to collect them from you. In this instance we will pay the cost of postage or collection. Please call us on 0208 222 6667 or email us at info@housesurgery.co.uk  to arrange collection.

18.    WHEN YOU DO NOT HAVE THE LEGAL RIGHT TO CHANGE YOUR MIND

18.1.    Items that cannot be returned because you have changed your mind 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 - 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)    Bedding and Towels are non-refundable if the sealed packaging has been opened or damaged in anyway
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 assembling have 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. These items should always clearly state any faults or damage where applicable. Please contact us prior to any purchase if you are unsure about the condition of an item. If we do, at our discretion refund these items a credit note will be given.

 

19.    ITEMS THAT MAY CARRY A RE-STOCKING FEE

19.1.    Some items may be subject to a re-stocking fee from our suppliers, 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


20.    OUR RIGHTS TO END THE CONTRACT

20.1.    We may end the contract by writing to you at any time if:

a)    We suspect or have good reason to believe fraudulent activity or misrepresentation is going on.

b)    You have not paid us for a product or service that is due, and you still do not make payment within 14 days after us having reminded you that payment was due. 

c)    You do not within a reasonable amount of time provide us with your delivery information or if the delivery information you originally gave us is incorrect, and you do not within a reasonable amount of time provide us with the correct information.

d)    You do not within a reasonable amount of time allow us access to your property to deliver your products or services. (Further to this we reserve the right to charge storage fees, at £6.00 per day where items cannot be delivered because of you not allowing us to deliver within a reasonable amount of time)

 

21.    OUR LIABILITY

21.1.    We are under a legal duty of care to supply products that conform to this contract. Please see below for details of our obligations in relation to this contract. Nothing in these terms will affect your legal rights.

21.2.    We do not limit our liability to you in any way, where it would be unlawful to do so.

21.3.    We shall abide by any obligations we have under the Consumer Rights Act 2015 (to supply products that are of satisfactory quality, fit for their purpose and as described). 

21.4.    We shall abide by any obligations we have under The Sale of Goods Act 1979 section 12 (title and quiet possession)

21.5.    We shall abide by any obligations we have under The Consumer Protection Act 1987

21.6.    We shall not partake in any fraudulent activities or misrepresentations. 

21.7.    We shall not breach any of your other legal rights

22.    OUR PRIVACY & COOKIE POLICY’S

22.1.    We fully appreciate and understand that your privacy is important to you and that you care about how your information is used and shared online. We respect and value the privacy of everyone who visits our website and will only collect and use information in ways that are useful to you and to us, and in a manner consistent with your rights and our obligations under the law. You can read our full Privacy Policy  and our Cookie Policy here

We hate spammers as much as you do, and you can rest assured that we will NEVER sell your information on to any 3rd parties EVER.


23.    OTHER IMPORTANT TERMS

23.1.    If you have given us your mobile phone number for the purposes of your order, we may contact you via SMS to give you delivery information or from time to time to ask about our service and your experience whilst shopping with us. If you receive an SMS and would prefer not to participate in any service questions, then please either follow the instructions contained within the message to op-out or simply ignore it. You can read our full Privacy Policy here.  

23.2.    Please be kind and polite to our staff and delivery teams at all times, and we promise to do the same, The House Surgery strongly believes in treating all people fairly and equally and has a zero-tolerance policy which works both ways for our staff and our customers, on any discrimination, rudeness or unkindness in relation to race, sexuality, disability or religion. We are all human so let us be humane.

23.3.    If we decide to transfer, sell to or join forces with any other organisation, we may transfer our rights and obligations within these Terms and Conditions on to such another party, and we will be under no obligation to advise you of doing so. However, if we do sell or transfer our business we shall ensure that any such transfer will not affect your rights under this contract, and any organisation taking over will continue to honour this contract with you whilst it is legally binding.

23.4.    This contract is between ‘you’ and ‘us’ and no other person shall have any right to enforce any of its terms.

23.5.    You may only transfer your obligations or rights under this contract to another person if we have given written permission for you to do so.

23.6.    The words ‘writing’ or ‘written’ in these terms this includes emails

23.7.    If any paragraph or single term in this contract is found to be unlawful the remaining terms and paragraphs will remain in full force and effect.

23.8.    If the terms in this contract are broken by you, and we do not take action in relation to this immediately, or we are delayed in taking these steps against you in relation to any breach of this contract, this will not exempt you from your obligations, or mean that you do not have to honour your obligations at a later date, and this will not prevent us from taking steps against you at a later date.

23.9.    These terms and conditions are governed by English Law and they do not affect your statutory rights.

24.    OUR PRICE MATCH PROMISE

24.1.    We at The House Surgery online shop offer a “Price Match Promise” on all our products, providing they meet the following criteria:

a)    The product in question must be new, exactly the same in style, specification, size and colour, and offered on the same terms. The item must also not be reconditioned, end of line or returned stock
 

b)    Our Price Promise can be claimed against any competitor based in the mainland UK, including UK websites but excluding factory outlets, eBay sellers, Amazon sellers, membership clubs, home shopping channels, auction sites, market stalls, private sales and liquidation sales (or any other "closing down" or insolvency) sales
 

c)    Typo or pricing errors will not apply. No affiliate, promotional, voucher code or media discount offers will apply. Any other retailer's price match promotion which offers an additional rebate or other benefits for any price matched product is also excluded.
 

d)    The product on the competitor’s website must be in stock and available for immediate delivery.
 

e)    The House Surgery Team must be able to confirm the details on the competitor’s website and be able to verify the lower price being offered by the competitor to our satisfaction.
 

f)    Bespoke items are exempt from this offer. 
 

g)    The price being matched must include all taxes (including VAT), postage and packing charges as applicable.
 

h)    The price promise will not be applied retrospectively to orders already placed.
 

i)    All Price Promise transactions are carried out at the discretion of The House Surgery ltd.
 

j)    We reserve the right to withdraw this Price Promise at any time.
 

k)    Please further note that we reserve the right not to uphold the price promise if doing so would result in The House Surgery making a loss. 
 

To claim under our Price Promise please email us at info@housesurgery.co.uk  providing us with the complete information required, such as:

a)    The name of the Product
b)    The Suppliers name
c)    Name of the website where you found the item to be cheaper
d)    Address of the website item (link to the item)

 


25.    PROMOTIONAL CODES & OFFERS

25.1.    From time to time The House Surgery Ltd or carefully selected affiliate websites may make available ‘Voucher Codes’ or ‘Special Discount Codes’ These Codes may be used in exchange for a discount in our online store. The code must be entered during the checkout process, and the following rules apply:

a)    Only one voucher or code can be used per order
b)    The voucher code if applicable must be within its valid until timeframe
c)    The presence of a valid until, end date does not affect our right to withdraw a voucher code at any time, or at our complete discretion.
d)    Voucher codes cannot be used in conjunction with any other offer, sale items, bundles or furniture set savings.
e)    We are unable to apply discount codes retrospectively to an order once the sale has been made.
f)    We reserve the right to reject the use of any voucher where fraud is suspected.
g)    The House Surgery Ltd reserves the right to withdraw or terminate any of its voucher codes at any time without warning.
h)    In the case of telephone orders, the manager's decision will be final.

26.    CUSTOMER SURVEYS & REVIEWS

26.1.    On completion of your order being delivered to you, we may contact you and ask if you would kindly leave a review of the product(s) that you ordered from our shop. Submitted reviews will automatically show on the relevant product pages of the items. We are firm believers in honest and accurate product reviews being openly shared. However, we reserve the right to remove or alter the review in the following circumstances:


a)    The review is not relevant to the product itself, i.e. it applies to the website or the service you received instead.
b)    The review contains language that could be considered offensive to other users.
c)    If it has come to light that the review is false, fraudulent, or malicious.
d)    Where there is negative, unkind, or personal information shared relating to staff or customers.
e)    If the review contains spelling mistakes or grammatical errors that may affect the readability and understanding of the review or may affect the presentation of the page. Please note in these cases, the review will usually be amended, so long as it does not breach any of the conditions above.

 

27.    COMPLAINTS OR OTHER ISSUES

27.1.    If you have a genuine cause for complaint about The house Surgery ltd, its staff or its delivery teams, or our website please write to us at; complaints@housesurgery.co.uk where we shall address your issue individually. Please note, we take all complaints very seriously, and our main wish is to ensure all customers have a really good experience during every shop with us.

27.2.    We also welcome feedback, both good and critical, and we are always looking at ways in which to improve our business and services, so our user's voices and views will always provide a strong basis on which we learn, develop, grow and improve.

28.    PERCENTAGE (%) OFF – ADDITIONAL ORDERS

28.1.    From time to time, we may offer selected customers a ‘percentage (%) discount’ amount off’ an additional order placed within a set timeframe after their first order. These ‘percentage (%) off discount offers’ can only be retrieved when placing an additional order, and the additional order must be by the same customer and sent to the same delivery address that the first order was sent to which qualified the Percentage (%) Off discount offer. These special discounts cannot be reclaimed if the customers first (qualifying) order or any part of it is returned or cancelled. These offers are not transferable to any other customer or person and can only be used by the customer we sent it to originally.

29.    OUR PRIZE COMPETITIONS 

29.1.    From time to time, The House Surgery Ltd may run special Prize Competitions offering the chance to win prizes for those who wish to enter. Any competitions that we run, we shall post the rules and regulation here, including; details of how to enter, the full prize value, how the competition will be judged, and how to redeem your prize if you are a lucky winner. The rules when published will cover the following:


Competition Name:
a)    Competition guidelines (How to enter)
b)    Length of competition (Runs, from - until)
c)    How the winner will be chosen and announced
d)    How to redeem your Prize when won.


30.    EMAIL SUBSCRIBER DISCOUNTS

30.1.    If you have subscribed to receive our promotional emails you will be eligible for various special promotional discounts. These promotions are for email subscribers only and will not be available to all visitors. 

30.2.    To access your discount, you should simply click through from the promotional email you have received, and your discount will be automatically applied when you reach the checkout stage of your transaction. 

30.3.    If for any reason this hasn’t happened then you can manually enter the discount code found in the email at checkout, or you can call us for help.
These discounts cannot be used in conjunction with any other offer, sale items, bundles or furniture set savings. 

30.4.    If there are any issues with the discount being applied at checkout, please call our friendly team and we will be happy to help

 


31.    HELPING CARE FOR OUR BEAUTIFUL PLANET (Last but Most Importantly…!)

31.1.    We care deeply about our Natural Planet and all the beautiful creatures we share it with. So, we try to do our best where possible and wherever we can, to use the most sustainable planet-friendly options available and to responsibly recycle our own waste. We also know we can always do more…!

We think it is really important that all of us do our bit to help our planet, if we all did a bit more or a lot more, together we could achieve some amazing things. 


Below we have gathered some really helpful and informative information, which we hope you will find really useful in helping you make the best choices and give you the tools and knowledge be a contributing part of the bigger picture.

Why Recycle?

Recycling helps to protect the environment through resource conservation, energy-saving, and ultimately reducing the amount of waste that ends up being burnt or placed in landfill and/or our oceans. Burning waste produces dioxins - one of the most toxic chemicals known to man - and worldwide households produce billions of tonnes of waste a year.

Clearly there is a problem. One which will not go away by itself.

Did you know?

  • Each year we use enough Christmas wrapping paper to stretch around the equator nine times

  • One recycled plastic bottle would save enough energy to power a 60-watt light bulb for 3 hours

  • An average every person in the UK throws away their own body weight in rubbish every seven weeks

  • Each day, we produce enough rubbish to fill Trafalgar Square to the height of Nelson's Column

  • Every tonne of paper recycled saves 17 trees

  • The plastic that is contained within the casing of a printer cartridge can take up to 1000 years to decompose

  • Once an aluminium can is recycled it can be part of new can within six weeks

As much as 50% of waste in the average dustbin could be composted


Whether you are an individual or a business you can play a role in protecting the environment. To find out what you can recycle locally – enter your postcode here.

For More Help & Useful Information Please Check Out the following links:


You can find a lot of really useful information about how you can help the planet and be a part of the solution and not the problem here at; www.recyclenow.com it’s a great website and offers lots of helpful and interesting information on how you can help. 


You can find out exactly what to do with a vast number of household goods, that many of us wouldn’t have a clue about what to really do with to make a difference. The following link gives an A-Z of items and what to do with them, we’d love you to check it out: https://www.recyclenow.com/what-to-do-with 

Information on your own local recycling options can be found, here in the following link, you can enter your postcode to get straight to your own local options and help. https://www.recyclenow.com/local-recycling 

Knowledge is key…! Get in the know about what can and cannot be recycled. The more we know the more we can help. https://www.recyclenow.com/recycling-knowledge 

Reduce your waste:  Reducing what you waste is a great way to reduce your impact on the environment. From thinking differently about what you buy, to using re-usable items, to composting at home - there are lots of ways to make a real difference. Learn more here https://www.recyclenow.com/reduce-waste 

 


Web-shop Disclaimer:

Every effort is made to keep the webshop up and running smoothly. However, The House Surgery Limited takes no responsibility for, and will not be liable for, the Webshop being temporarily unavailable due to technical issues beyond our control.
 

By accessing our webshop, you agree to indemnify and hold us harmless from all claims, actions, damages, costs, and expenses including legal fees arising from or in connection with your use of our webshop.
 

If any provision in these terms and conditions is deemed invalid under any law the provision will be limited, narrowed, construed or altered as necessary to render it valid but only to the extent necessary to achieve such validity. If necessary, the invalid provision will be deleted from these terms and conditions and the remaining provisions will remain in full force and effect.
 

Please check back frequently to see any updates or changes to our Webshop Terms and Conditions.

 

Welcome to our Shop:

Now the formalities are complete, please enjoy using our webshop and if you have any questions please don’t hesitate to contact us by telephone on; +44 (0) 208 222 6667 or by email at info@housesurgery.co.uk

 

Warmest regards
 

Emma Sturgess-Lief

 Director of The House Surgery Ltd

On this page, you will find all of our T's & C's & Website Policies

Our Website Terms & Conditions

Our Cookie Policy

Our Privacy Policy

Our Shop Terms & Conditions

Our Returns Policy

Our Delivery Policy

Covid-19 Update

F A Q's

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.

Some of our policies have options that you can control such as the use of cookies; if you turn these off its fine,  however, this will limit the website functions for you, and you will not be able to use our shop to purchase items.

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...!

 

 

020 8222 6667

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© The House Surgery Ltd 2003 All rights reserved.

The House Surgery Ltd, Unit 3 & 4 Leyland's House, Molesey Road, Walton on Thames, Surrey, KT12 3PW