1. COMPANY AND CONTACT INFORMATION

We are PRIME Carpets and Furniture Ltd., and we operate prime-furniture.co.uk. We are a limited company registered in England and Wales (registration number: 12082663) and our registered office is 115A Midland Road, Bedford, Bedfordshire, MK40 1DA.

1.1 In order to contact us, please use the details on our Contact Us page.

1.2 If we have to contact you, we will do so by telephone, text message, or by writing to you at the email address or postal address you have provided to us in your order.

2. TERMS

2.1 Please note that by ordering our products, you agree to be bound by these terms and conditions.

2.2 Before you submit your order with us, please carefully read through these terms and conditions. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, and what to do if there is a problem. If you think that there is a mistake in these terms, please contact us in order to discuss. We may amend these terms from time to time without notice.

3. OUR CONTRACT WITH YOU

3.1 All orders made through our website are subject to our acceptance. We will confirm your order has been placed successfully via email, at which point a contract will come into existence between you and us.

3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product(s). This might be due to stock issues or because we have identified an error in the price or description of the product.

3.3 Our website is solely for the promotion of our products to certain areas of the UK. Please see our Delivery Page for more information about where we deliver. Please read the page before placing your order as your delivery address may be in an exclusion zone or incur an extra charge.

4. YOUR RIGHTS TO AMEND

4.1 If you wish to amend your order please contact us at least 48 hours before your delivery is due. We will advise you if the change is possible. If there are any changes to your order due to the requested change, such as the price of the goods or delivery lead time, we will inform you and confirm you still want to go ahead with the requested change. Once confirmed, we will email you a confirmation of the changes you have made.

5. PRODUCTS

5.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the product’s colors accurately, we cannot guarantee that your device will display the colors accurately relative to the color of the product. Your product may vary slightly from the displayed images. Your monitor and screen settings can heavily affect how the colors of our products may appear for you on our website.

5.2 Although we make every effort to be as accurate as possible, our products are handmade and as such, there may be slight variations in the dimensions we display on our website.

5.3 If you buy the same products at different times we cannot guarantee they will match in color and size due to variations between production batches.

6. DELIVERY

6.1 Delivery (where mentioned) applies to England & Wales only. The price displayed for items does not include delivery. You can find more information about delivery and charges on our delivery page.

6.2 We will contact you to agree on a delivery date for your product(s) once you have placed your order and it is confirmed. Our delivery vans visit certain areas on specific days of the week, so your delivery will be arranged for the first available day when we deliver in your area. If the product you ordered is out of stock, we will arrange delivery for the next possible delivery day in your area depending on the arrival date of your product.

6.3 We always endeavor to deliver on the agreed date, however, there are rare occasions when factors outside of our control hinder our ability to do so. These factors include but are not limited to, manufacturer limitations, stock availability, and vehicle breakdowns. If rare occurrences like this take place, we will always endeavor to keep you informed.

6.4 We advertise that we are able to deliver to customers between 1-5 working days, however, this is not possible in certain postcode areas. The postcode areas exempt from this service are:

G, EH, ML, KA, DG, TD, CA, NE, LA, LL, EX, TQ, PL, TR

6.5 Deliveries usually take place between 7 am and 7 pm and the drivers will attempt to call you approximately one hour before arrival. We always endeavor to deliver within the agreed time frame and date, however, there are rare occasions when factors outside of our control hinder our ability to do so. These factors include but are not limited to vehicle breakdowns and traffic issues. There may be occasions when our delivery team will therefore arrive earlier or later than the expected time. If rare occurrences like this take place, we will always endeavor to keep you informed.

6.6 We hold no responsibility for delays outside of our control. If unforeseen circumstances do arise, we will contact you to explain the situation. In the event of long delays, you have the right to cancel your order and receive a full refund for any products paid for and not yet received. In rare circumstances, we may have to cancel your order entirely, in which case we will refund you in full.

6.7 You will be asked to inspect your products on delivery before signing for acceptance, therefore we ask that you please inspect your products carefully and alert us to any issues immediately if there are any.

6.8 We offer a setup service for sofas where our delivery team will set the sofa up in a room of your choice. Please choose your room before the delivery team arrives, as they are not contractually bound to move the sofa to another location once the sofa is set up. Please also create a clear path from the entrance to the room of choice to allow our delivery team to operate safely and reduce the chance of damage to the sofa. Our delivery team has been trained to handle and transport furniture carefully, safely, and efficiently; and on rare occasions, they hold the right to refuse this service where safety to them or the products are deemed to be at risk.

6.9 The vast majority of the time we are able to deliver through any standard UK door, however, depending on the product or access route, the product may not fit through an entrance. When this occurs, we will usually take the product back to our warehouse and a member of the sales team will contact you and advise on a product that will be more likely to fit through your entrance. You have the right to accept delivery if the product will not fit through the entrance however when accepted, we are not liable for any damage caused thereafter to the property or product.

6.10 LIMITS ON DELIVERY

6.10.1 A responsible adult (18+) must be available to supervise and accept delivery.

6.10.2 We will only deliver to ground floor residences, or to the first floor where access is easy, or to higher floors where there is an adequate and working lift. If delivery is required to higher floors and there is no lift or the lift is not big enough to take the items, we will deliver to the ground floor only and ask that you get help in taking the products upstairs.

6.10.3 Your property must be within 100m of a road or hard-surfaced track.

6.10.4 You must ensure it is safe for the order to be delivered to the relevant room in your house.

6.10.5 Changes to your order, including your delivery details, must be requested at least 2 working days before your scheduled delivery date. We cannot guarantee that any changes requested after this time can be honored, and this may affect your delivery date.

6.11 A £100 re-delivery fee may apply if:

6.11.1 Nobody is present at your delivery address to accept delivery during your agreed delivery window.

6.11.2 You cancel or re-arrange the delivery date within 48 hours of the agreed delivery date.

6.11.3 There is no safe means of access to the place of delivery or we are otherwise unable to deliver because of the limits in 6.7

6.12 If you have employed a third party to collect your order from us and deliver it to you, or you are collecting the products yourself, we will not be liable for any damage to the product once it leaves our warehouse. You can contact us to arrange collection from our premises during working hours

6.13 We hold the right to cancel your order if you are in breach of the contract as stipulated below:

6.13.1 If you do not provide us with the necessary information that enables us to deliver the products to you.

6.13.2 If you do not make payment by the due date.

6.13.3 If you do not agree to a delivery date within a reasonable period of time from the date of placing your order.

7. RETURNS & EXCHANGES – ONLINE PURCHASES

7.1 You have a right to cancel your order within 14 days of receiving it. All returns must be approved by us and products returned to our warehouse within 14 days of delivery. We will not process any returns after 14 days.

7.2 Please request your return via email: primecandf@gmail.com. All returns must be delivered to our warehouse at your own expense, where they will be inspected. Any returned items must be in an unused, brand-new condition and wrapped in sufficient packaging.

7.3 If you place an incorrect order and would like to exchange the item for a different color or variation, you will also have to follow the above procedure. Please request your exchange via our email: primecandf@gmail.com. All returns must be delivered to our warehouse at your own expense, where they will be inspected. Any returned items must be in an unused, brand-new condition and wrapped in sufficient packaging.

7.4 Any damages to the product must be reported within 48 hours of delivery or PRIME Carpets and Furniture Ltd. will not be held liable.

7.5 If an item is sent back damaged or used, we have the right to only refund back the resale value. This can be up to 100% if it is deemed unsellable, so please be careful and cautious when returning.

7.6 A refund can only be given when the items have been returned to our warehouse where they will be inspected for any damage or signs of use. Refunds will be processed after the items have been returned to us and may take up to 14 working days.

The return address is:

PRIME Carpets and Furniture Ltd., 115A Midland Road, Bedford, MK40 1DA.

7.7 Please note our returns and refunds policy does not apply to business customers. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used.

8. RETURNS & EXCHANGES – STATIONERY SHOP

8.1 You have 14 calendar days to return an item from the date you received it. If you have a change of mind or receive a damaged/faulty item/s and would like to return the item/s for a refund, please contact our shop by mail (primecandf@gmail.com) or by phone: 01234 247 649 / 07383 079 880. Please include your order (Invoice/Receipt) number.

8.1.1 Returns – Change of mind

Some items are essentially special orders that will be specific to you, for example (but not limited to) Beds, although we will make every reasonable effort to deliver the furniture into your home, you are ultimately responsible for ensuring that it will fit so please do measure access thoroughly as, if upon delivery, it is found that any items will not fit into your home for any reason and you would like to return goods then there will be a cancellation fee of 25% of any goods returned.

8.1.2 Returns after delivery

We are confident that you will be delighted with your furniture. But if, on receipt of goods, you choose within 14 days to return them, we will happily collect any items that you no longer require.

We would love to offer a free return service on the items we sell but unfortunately, this is not the situation.

Please note:  Change of mind returns of not faulty items, will incur a cancellation fee of 25% of the goods returned plus a collection charge (please check our Return – Fees).

8.2 Please be advised that it is your responsibility to take care of the product/s and ensure they are returned to us safely and in a salable condition. The item/s must be in the original packaging Please take every precaution to ensure the goods are in exactly the same condition as when you received them. Failure to do so may result in us being unable to refund you.

Therefore, although we offer up to 14 days for Change of Mind Returns, we highly recommend you contact us as soon as possible to reduce the chance of accidental damage occurring in your home.

When handling/moving an item please take great care not to damage the item. Any item that suffers accidental damage after we have delivered your item will not be eligible for return.

Any item that shows signs of use – including but not limited to smoke, pet, or food odors or stain – will not be accepted.

Return – Fees

Except where your products are faulty or not as described, you will have to bear the direct cost of returning any products to us. Once you have emailed us/called to shop to let us know that you wish to return the goods, we will arrange with you a suitable date.

Please note: The largest item will always be considered the first item and any smaller items will make up the balance of the fees:

Large items (e.g. Sofas, Beds & Wardrobes): The first item is £100.00, subsequent large items are £50.00.

Medium items (e.g. Bookcases, Desks, Sideboards, Chest of Drawers, Storage and Display Cabinets, Dining and Armchairs, Large Mirrors): The first item is £50.00, subsequent medium items £25.00.

Small items (e.g. Benches, Small Dining Tables, Dining Chairs, Small Mirrors, Lamp tables, Bedside Tables, and Bar Stools): First item £20.00, subsequent small-item £10.00.

Reporting Damages/Faults

On delivery of the item, please inspect if the box or the item looks damaged.

If the item or box looks damaged, you must state damaged on the paperwork, and you may refuse the delivery from the Delivery Team, failure to do this will result in your claim being rejected.

Faulty items or missing parts should be reported within 48 hours after delivery. Please email us a description and photos of the defects to primecandf@gmail.com.

Once the email and photos have been received, the damage will be assessed, and we will contact you to send out spare parts or a replacement unit.

We will always be able to send parts or a replacement item, but however if you decide you do not want parts or a replacement unit, and you want to cancel the order for a refund the item can be returned under our return policy for unwanted items, which will be at your own expenses and a handling fee as mentioned above.

Please note: Goods must only be returned once authorized.

Goods must be re-packaged as received. They should be re-packaged with reasonable care in order to prevent any further damage in transit back to us. All components and accessories must be returned.

You must send photo evidence so we can assess the damage and report this to our suppliers, so the damaged goods can be rectified.

Items that cannot be returned

• Products you received over 14 days ago, past our return period.
• Products that have been opened or unsealed (other than to inspect).
• Products that have been damaged or misused.
• Products without original packaging and labels.
• Products that have been assembled in any way.

Non-Refundable Items

We cannot refund any custom-made items such as Beds, Mattresses, Wardrobes, and Bed Headboards unless incorrect products have been delivered, as these are made to order.

For reasons of hygiene, we also cannot refund certain items such as opened mattresses.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned

item. We will immediately notify you of the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

8. IF THERE IS A PROBLEM WITH THE PRODUCT

8.1 If there is a problem with your product(s) and you let us know about it:

8.1.1 within 14 days of delivery you will be entitled to a full refund or replacement;

8.1.2 within the first 6 months from delivery, we will attempt to repair the item or organize a replacement; and any damage will be assessed by a third-party furniture servicing and repair company to ascertain the cause and extent of the damage.

8.1.3 after the first 6 months, it’s your responsibility to prove that it’s faulty and that any problems are the manufacturer’s fault.

8.2 If you let us know about a fault with your order, we may need you to provide evidence of the fault, and we may need to carry out an inspection of the goods at your property, using an independent third party to determine the cause of the fault. We will also review the fault against any evidence regarding what condition your order was in at the point of delivery.

8.3 We are under a legal duty to supply products that comply with our contract with you. Nothing in these terms will affect your legal rights.

8.4 All our products come with a 1-year manufacturer’s guarantee excluding ex-display models unless otherwise stated. The guarantee starts from the date of delivery and offers cover against manufacturing defects or any defects which may arise, under normal use, through faulty factory workmanship, including sofa bed and recliner mechanisms. For more detail see our Warranty Page. This does not affect your legal rights.

8.5 If a faulty product needs to be returned, and is proven to be a manufacturer’s fault, then there will be no additional charges for delivery.

8.6 Ex-display models are not subject to our manufacturer’s guarantee unless specifically stated, as they will have been used for some time. These models may have some damage which is taken into account in the price. You should carefully inspect any ex-display models to ensure you are aware of any issues. This does not affect your legal rights.

9. WARRANTY

9.1 The warranty starts from the delivery date of the original product and offers cover against manufacturing defects on the construction of the frame and frame springs for 1 year.

9.2 There are some things that aren’t covered by your warranty. For example, deliberate damage – like treating it roughly or not using the right products to maintain it. It also doesn’t cover your sofa for use in a workplace or business – only for use in your home.

9.3 Your 1-year warranty only belongs to you. So, if you sell or give away your sofa, the warranty ends.

9.4 Please be advised your 12-month warranty only includes 1 exchange where required/necessary. If your item is replaced/exchanged the new item will not hold a warranty.

9.5 As a consumer you have certain rights regarding defective goods and this warranty is given in addition to and not in substitution for your statutory rights. This warranty applies to the mainland UK only.

9.6 The warranty is subject to the following conditions:

The furniture has been installed by PRIME Carpets and Furniture Ltd.

You have properly cared for and used the goods and followed any instructions provided by us, particularly in the case of gloss and high sheen furniture.

The furniture has been used for normal domestic purposes only.

The warranty is personal to you and is not transferable.

The furniture has not been altered, or interfered with, by any other persons not authorized to do so by PRIME Carpets and Furniture Ltd.

Any repair work must be undertaken by PRIME Carpets and Furniture Ltd. or our appointed agent. This does not include the fitting/replacement of the items listed below which are not covered under our warranty.

Any parts removed during repair works that are subsequently replaced become the property of PRIME Carpets and Furniture Ltd..

9.7 The warranty does not cover:

Any damage caused by wear and tear – this includes flat or saggy cushions.

Natural color fading is caused by prolonged exposure to direct sunlight.

Movement of wardrobe infill or worktop caused by the natural movement of the house’s structure for installations over 30 days old. This also includes the settlement of furniture if fitted on top of the carpet.

Fitting of any small item replacements, for example, handles, hanging rails, etc.

Electrical and light fittings, bulbs, mirrors, and glass.

Door and drawer adjustments and caulking, refitting of drawers removed from drawer runners.

Accidental damage caused as a result of unexpected and non-deliberate action.

If the furniture is required to be removed from the room’s structure the warranty does not cover re-decoration or damage to flooring. This will be the responsibility of the consumer to make good.

All consumables required to replace faulty parts will be charged for; these include, but are not limited to, screws, filler, brackets, etc.

Any fitting issues reported outside of 30 days from the original installation date

9.8 Please note: We shall at our discretion repair, replace, or reinstall parts as required. Due to natural color fading on your existing furniture, there may be a slight color variation or plumper cushions in any items replaced which is out of PRIME Carpets and Furniture Ltd’s control.

9.9 Making a Claim:

You can make a claim via email: primecandf@gmail.com.

AS A CONSUMER YOU HAVE STATUTORY PROTECTION REGARDING FAULTY OR MISDESCRIBED GOODS OR INADEQUATE SERVICES SUCH AS INSTALLATION. THESE TERMS DO NOT AFFECT THOSE RIGHTS.

If you have any questions, please feel free to contact us directly by email at primecandf@gmail.com.

10. PRICING AND PAYMENTS

10.1 All prices listed are inclusive of VAT.

10.2 We endeavor to provide the correct pricing in product listings on all platforms we operate, including the website.

10.3 The price displayed at the time of your order will be the price you receive and is secured when payment is made. If pricing changes after you’ve secured your order, this will not affect the price you have received.

10.4 If you are securing a price through our finance provider then this occurs when paying your deposit and will not be affected by any price increases thereafter.

10.5 If a price was displayed in error, we will contact you to inform you, cancel the order and issue a full refund.

10.6 We only accept payments in UK Pounds Sterling (GBP)

10.7 We reserve the right to reject payments made by credit or debit cards that aren’t registered to the delivery address. This is in accordance with the anti-fraud rules employed by the payment systems we use, as well as the finance provider we partner with.

10.8 If utilizing the finance provider’s services your contract is with them and not PRIME Carpets and Furniture, therefore, all queries relating to that contract should be directed to them and not us.

11. OUR RESPONSIBILITY FOR THE LOSS SUFFERED BY YOU

11.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation, to the extent permitted by law.

11.2 We are not liable for business losses. We only supply our products for domestic and private use. If you use the products for any commercial, business, or resale purpose, we will have no liability to you for any business-related losses.

12. HOW WE USE YOUR PERSONAL INFORMATION

12.1 We use your personal information as stated in our Privacy Policy and you can view this information on our Privacy Policy page.

12.2 Please note if you use any third-party financing services, your information will be used by them in their own right. For more information, please see their Privacy Policy.

13. OTHER TERMS

13.1 When we use the words “writing” or “written” in these terms, this includes emails.

13.2 The contract is between you and us and no other person shall have any rights to enforce any of its terms.

13.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

13.5 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.