CLAUSE
1. These terms
2. Information about us and how to contact us
3. Use of the Site
4. How to order our products
5. Our products
6. Your rights to make changes
7. Delivery
8. Your rights to end the Contract
9. Returns
10. Our rights to end the Contract
11. If there is a problem with the product.
12. Price and payment
13. Intellectual Property
14. Links to Third Party Sites
15. Our responsibility for loss or damage suffered by you
16. How we may use your personal information
17. Complaints
1. THESE TERMS
1.1 What these terms cover.
This page tells you information about us and the legal terms and conditions on which we sell to you any of the products listed on our website. These are the terms and conditions on which we supply products to you and apply to any contract between us for the sale of Products to you (Contract). Please read these terms and conditions carefully before ordering any Products from our Website.
1.2 Why you should read them.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the Contract, what to do if there is a problem, and other important information. If you refuse to accept these Terms, you will not be able to order any Products from our site. These terms form a legally binding agreement between you and us.
1.3 Amendment.
We reserve the right to amend these Terms and any document referred to in these Terms at any time. You are expected to check this page and its linked pages from time to time to take notice of any changes we make as they are binding on you.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are.
https://houzzera.co.uk is a website operated by Houzzera Ltd (“we”, “our”, “us”) a company registered in the United Kingdom. Our company registered office is at 153 The Parade High Street, Watford, Hertfordshire, UK, WD17 1NA.
2.2 How to contact us.
You can contact us by writing to us as follows:
Opening Hours: 9.00-17.00
Mon – Fri: 9.00-17.00
Phone: +44 (0)208 952 6346
Email: customersupport@houzzera.co.uk
Write to us at our head office:
153 The Parade High Street,
Watford, Hertfordshire, UK,
WD17 1NA.
2.3 How we may contact you.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails.
When we use the words "writing" or "written" in these terms, this includes emails.
3. USE OF THE SITE
Your permission to use the Site is personal to you and non-transferable, and you may not use the Site for commercial purposes, unless our written permission is given. Your use of the Site is conditional upon the rules set out in these Terms and you agree that you will not:
3.1 use the Site for any fraudulent or unlawful purpose;
3.2 use the Site to defame, abuse, harass, stalk, threaten or otherwise violate the rights of others, including without limitation others’ privacy rights or rights of publicity;
3.3 impersonate any person or entity, falsely state or otherwise misrepresent your affiliation with any person or entity in connection with the Site;
3.4 interfere with or disrupt the operation of the Site or the servers or networks used to make the Site available;
3.5 transmit or otherwise make available in connection with the Site any virus, worm, Trojan horse or other computer code that is harmful or invasive or may or is intended to damage the operation of, or to monitor the use of, any hardware, software or equipment;
3.6 remove any copyright, trade mark, or other propriety rights notices from the Site or materials originating from the Site;
3.7 frame or mirror any part of the Site without our express prior written consent;
3.8 reproduce the presentation of the Site.
4. HOW TO ORDER OUR PRODUCTS
4.1 Orders can be placed online.
4.2 Having placed an order online you will receive a total of four emails.
4.3 The first email is a thank you for the registration letter.
4.4 A second email is confirmation email of your order.
4.5 The third email is a confirmation email to inform you that the item has been sent to you. At this point the order cannot be changed.
4.6 The fourth email is about sharing your experience and writing the comments about an item when your order arrives at the right address .
5. OUR PRODUCTS
5.1 Products may vary slightly from their pictures.
The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images. All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible. Our Products are displayed as clearly as possible throughout our website to give you as much information as possible about a Product. If you need further information on anything, contact us at: customersupport@houzzera.co.uk.
5.2 Guaranteed product service life
We offer 18 months guarantee on all cabinet furniture and mattresses, and 12 months guarantee on upholstered furniture.
There are some things that aren’t covered by your guarantee. For example, deliberate damage to your product – such as treating it roughly or not using the right products to maintain it. The guarantee also doesn’t cover your sofa for use in a workplace or business - only for use in your home.
6. YOUR RIGHTS TO MAKE CHANGES
6.1 If you wish to make a change to the Product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change.
6.2 In the event that you disagree with any charge made to your account, you agree to contact us with a view to resolving the dispute prior to making a formal notification to your credit card company. You must contact us either by email or telephone, stating your reasons for dispute of the charge. This will enable us to accurately and promptly assess your complaint and, where justified, credit your card with the disputed amount in a timely manner to avoid any further inconvenience to you.
7. DELIVERY
7.1 General.
Please refer to our UK Delivery and International Delivery Policies which clearly explain our delivery terms, and both policies (and the terms included in them) are expressly incorporated herein. We may not deliver to all countries, please ensure we deliver to your country before attempting to place an order.
Risk of loss and damage of Products passes to you on the date when the Products are delivered or on the date of first attempted delivery by us.
7.2 UK Delivery
When and how will I receive my order?
Our team is trained to make sure you receive your goods as easily as possible. All orders received and accepted before 5 pm will be arranged on the same day (Mon-Fri) and delivered to the right address within 2-6 weeks depending on your location and product availability.
7.3 International Delivery
Where do we ship to?
We travel the world looking for new products and inspiration and we can ship your orders far and wide. We transport goods to the following places:
Europe:
Aland Islands, Albania, Andorra, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain [including Andorra, Gibraltar & Canary Islands], Svalbard & Jan Mayen, Sweden, Switzerland [including Liechtenstein], Turkey, Ukraine, United Kingdom, Vatican City.
The Rest Of The World:
Canada, Greenland, Qatar, Russia, Saudi Arabia, South Africa, Ukraine, United Arab Emirates, USA.
We also deliver to many other countries, please contact us at customerservice@housera.co.uk if your destination country is not shown above.
What about payment, currencies and exchange rates?
Housera.co.uk is a UK based website operating within the UK. Purchases on the website can be securely paid via PayPal, Credit or Debit cards. All payments are processed in Pounds Sterling (GBP).
7.4 Whilst we will make every effort to deliver within the time stated on our website, we will not be liable for any loss caused to you by any late delivery or failure to deliver within the estimated timescales. Please contact us on +44 (0)208 952 6346 or by email at customersupport@houzzera.co.uk as soon as possible if you do not receive your goods within the expected timescales. We will endeavour to get your goods to you as soon as possible. You will be refunded once the goods have been returned to us in line with our Returns Policy or classified as lost by the carrier company.
We will attempt to deliver your order to the delivery address stated on your order form. If Products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we will refund the price of the Products less delivery costs incurred by us in sending out the goods plus any additional administrative costs charged to us by the courier company for returning the goods to us.
7.5 We are not responsible for delays outside our control.
If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any products you have paid for but not received.
7.6 If you are not at home when the product is delivered.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, then it is failed delivery due to customer’s fault.
7.7 If you do not re-arrange delivery.
If, after a failed delivery to you, you do not rearrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection we may end the Contract.
7.8 When you become responsible for the goods.
A Product will be your responsibility from the time we deliver the Product to the address you have indicated for delivery.
7.9 When you own goods.
You own a Product once we have received payment in full.
7.10 Reasons we may suspend the supply of Products to you.
We may have to suspend the supply of a Product to:
(a) Deal with technical problems or make minor technical changes;
(b) Update the Product to reflect changes in relevant laws and regulatory requirements;
(c) Make changes to the Product as requested by you or notified by us to you.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most Products bought online you have a legal right to change your mind within 14 days and receive a refund. However, the Product must be returned in perfect re-saleable condition and in the original condition and packaging.
8.2 When you don't have the right to change your mind.
You do not have a right to change your mind in respect of bespoke or personalised goods. Where you have ordered and received a non-standard, customised or special order Product (e.g. large furniture item, headboard, sofa, chair in your own choice of fabric and size) or goods that have been confirmed to you as non-standard, customised or special order, we cannot extend our 14 day refund policy to such items unless faulty.
9. RETURNS
9.1 Returning Products after ending the Contract.
If you end the Contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. Please note that you are responsible for the costs of returning items. If you would like your order to be collected, shipping charges apply.
You have the right to return unused goods in their original condition and packaging, upon proof of purchase, within 30 days of receipt (30 Day Guarantee). If you are exercising your right to change your mind you must contact us within 14 days of receiving the goods to inform us you wish to end the Contract. We will issue the refund when receive the item you send.
The address for returns is:
153 The Parade High Street,
Watford, Hertfordshire, UK,
WD17 1NA.
9.2 When we will pay the costs of return.
We will pay the costs of return:
If you are ending the Contract because
- we have told you of an upcoming change to the Product or these terms;
- we have told you of an error in pricing or description;
- we have told you of a delay in delivery due to events outside our control;
- you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
If the order is damaged or defective, we can offer a replacement at no cost. You have to submit a picture as a proof of the damaged item. We recommend that you inspect your item within 30 days of receiving it.
If the Products are faulty, misdescribed or damaged we will replace the product offering a new one.
If the order is damaged or defective, we can offer a replacement at no cost. You have to submit a picture as a proof of the damaged item. We recommend that you inspect your item within 30 days of receiving it. If you would like to return the item, we will refund the item's price and delivery cost when the item will be returned to us.
9.3 How we will refund you.
We will refund you the price you paid for the Products, including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.4 Deductions from refunds if you are exercising your right to change your mind
If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) We cannot extend our 30 day money back guarantee for non-standard, customised or special order products, nor to wallpaper or fabric that is cut by the meter. You are able to return these goods for a refund; however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred. This is due to the fact that they are made as individual pieces to order, under your instruction, and it is unlikely that we can sell the goods to another customer at full price, therefore it cannot be re-stocked.
9.5 When your refund will be made.
We will make any refunds due to you as soon as we receive the item back.
If you are exercising your right to change your mind, then:
If the Products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you.
9.6 Returning an item by post internationally.
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on +44 (0)208 952 6346. We will refund any postal charges you incur to return such items. Please note that this refund will be in GBP Sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates. Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.
9.7 Gifts sent by international delivery.
We can give you a refund for the item as long as you're named on the order as the recipient. Otherwise, we'll need permission from the bill payer. Please contact our Customer Service Team on +44 (0)208 952 6346 to discuss your options.
10. OUR RIGHTS TO END THE CONTRACT
10.1 We reserve the right to cancel the contract between us if:
10.2 We have insufficient stock to deliver the goods you have ordered.
10.3 We do not deliver in your area.
10.4 One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
10.5 If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
11.1 How to tell us about problems.
If you have any questions or complaints about the Product, please contact us.
If the Products are faulty, misdescribed or damaged we will replace the product offering a new one.
You can telephone our Customer Service Team at +44 (0)208 952 6346 or write to us by email at customersupport@houzzera.co.uk or by post to
153 The Parade High Street,
Watford, Hertfordshire, UK,
WD17 1NA.
11.2 Summary of your legal rights.
We are under a legal duty to supply Products that are in conformity with this Contract. Nothing in these terms will affect your legal rights.
This is a summary of your key legal rights. These are subject to certain exceptions.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- Up to 30 days: if your goods are faulty, then you can get an immediate refund;
- Up to 6 months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases;
- Up to 6 years: if your goods do not last a reasonable length of time you may be entitled to some money back.
11.3 Your obligation to return rejected Products.
If you wish to exercise your legal rights to reject Products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection for rejected Products. Please call our Customer Service Team +44 (0)208 952 6346 or write to us by email at customersupport@houzzera.co.uk for a Returns Authorisation Number or to arrange collection.
12. PRICE AND PAYMENT
12.1 Prices are as displayed on our UK Site and are in British Pound Sterling.
12.2 We try to ensure that prices shown on our Site are accurate, but they will still need to be validated before your order is processed. If there is a price difference, we will contact you immediately and should you wish to cancel your order, we will refund any money.
12.3 Prices displayed are inclusive of VAT but exclude delivery charges where applicable.
12.4 Prices of some brands may vary between certain territories.
12.5 Please note we accept Pounds, US Dollars, Australian Dollars, Euros, United Arab Emirates Dirham, New Zealand Dollar, Swedish Krona, Danish Krone, Norwegian Krone and Canadian Dollars.
12.6 Payment when ordering online can be by credit and debit card or by PayPal.
12.7 To ensure that shopping online is secure, your credit/debit details will be encrypted so as to minimise the risk of your details being read by an unauthorised individual as they are sent to us over the Internet.
13. INTELLECTUAL PROPERTY
13.1 All rights in the designs, intellectual property and information on our site are owned by us or licensed to us. These are protected, as appropriate, by copyright, trademarks and other intellectual property rights. You may only view, reproduce or print the materials on this site for the purpose of ordering goods from us and as authorised below. The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademarks or registered trademarks of us, or of our suppliers, or of content and technology providers, or of their respective owners. ALL RIGHTS RESERVED. You agree that the material and content contained within the site is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this site in any form is prohibited.
14. LINKS TO THIRD PARTY SITES
14.1 Where any of our sites contain links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
15.1 Our liability to you.
To the maximum extent permitted by law, we will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:
(a) Economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings); or
(b) Loss of goodwill or reputation; or
(c) Special or indirect losses;
(d) Suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.
15.2 Maximum liability.
Our liability to you in connection with these Terms or the use of the site shall be limited as the price paid for any Products purchased by you as Customer.
15.3 Domestic use only.
We have selected our Products on the basis that they will be used for domestic use only. If you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the Products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.
Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the Product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud).
In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
15.4 Exclusions.
Nothing in these Terms will limit or exclude our liability for: (i) death or personal injury arising from our proven negligence; or (ii) fraud or fraudulent misrepresentations made by us. Nothing in these Terms affects your statutory rights as a consumer.
16. HOW WE MAY USE YOUR PERSONAL INFORMATION
16.1 How we will use your personal information.
We will use the personal information you provide to us:
(a) To supply the Products to you;
(b) To process your payment for the Products; and
(c) If you agreed to this during the order process, to give you information about similar Products that we provide, hot deals, special offers, sales and other information we decide to inform our customers on, but you may stop receiving this at any time by contacting us.
16.2 We will only give your personal information to other third parties where the law either requires or allows us to do so.
17. COMPLAINTS
17.1 If you have any queries about these Terms, the Products, or if you wish to make a complaint, then please contact us in writing by email to customersupport@houzzera.co.uk or by post to our registered office address 153 The Parade High Street, Watford, Hertfordshire, UK, WD17 1NA.