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Terms & Conditions

Table of Contents

1. Our Information

This site is owned and operated by Newby House Interiors (referred to as newbyhouseinteriors.co.uk, 'we', 'us' or 'our').

Head Office:
Newby House Interiors
Newby House
Newby
Middlesbrough
Cleveland
TS8 0AE

Email: [email protected]
VAT No: 257625440

By using this website, you accept these Terms and Conditions. If you do not agree, please do not use this website.

2. Order Acceptance

Receipt of an order via our website does not constitute legal acceptance. Orders are only accepted once you have received written confirmation from us. We reserve the right to refuse any order at our discretion.

3. Price & Description of Products

All product information, sizes, and descriptions are provided in good faith based on supplier data. We reserve the right to correct any pricing or description errors. If an error is discovered after you have placed an order, we will contact you to confirm whether you wish to proceed.

4. Payments

Payment is taken in full at the time of order unless otherwise agreed. We accept most major credit and debit cards, processed securely via Braintree, and PayPal from verified users with confirmed addresses.

All prices are in UK Pounds Sterling (£GBP) and include VAT.

5. Deliveries

Delivery information including stock status, estimated delivery times, delivery methods, and charges can be found on our Delivery Information page.

Delivery terms include:

  • Delivery is to the ground floor only unless otherwise agreed.
  • Customers are responsible for ensuring adequate access for delivery.
  • If you miss a confirmed delivery, redelivery charges may apply.
  • Delivery dates are estimates and may be subject to change due to circumstances beyond our control.

5.1 Property Protection & Damage Claims

  • Before delivery, please cover and protect floors and vulnerable surfaces along the route (e.g., floor runners, dust sheets, blankets) and remove rugs/obstacles. Move fragile items and ensure pets/children are safe.
  • Our drivers (or delivery partners) will take reasonable care. They cannot remove doors/windows or move unrelated furniture.
  • Heavy/oversized items may require a two-person service or assistance at delivery (see Delivery Information page for options). Where safe access or protection is not in place, delivery may be limited to the doorstep or rebooked.
  • Report any property damage within 48 hours of delivery and include photos/video. Evidence such as Ring/CCTV is welcome.
  • If damage is verified as caused during delivery, we will arrange a repair or make a reasonable contribution to the repair cost.
  • Pre-existing damage, fair wear and tear, or damage resulting from restricted/unsafe access or lack of protective coverings are excluded.
  • “Not noted on paperwork” will not automatically invalidate a claim if timely evidence is provided.
  • We are not liable for consequential losses (e.g., loss of use, missed appointments). This does not affect your statutory rights.

6. Faulty Goods & Damages

There are two types of issues: transit damage (on delivery) and product faults (not caused by delivery). Please follow the guidance below so we can resolve things quickly and fairly.

6.1 Transit Damage (on delivery)

  • If your item arrives damaged or with missing parts, please report this within 48 hours of delivery so we can arrange for either the required parts or a replacement or refund promptly.
  • This timeframe is required so we can submit a successful claim with our couriers and suppliers.
  • Please provide clear photos or video showing the damage and packaging.
  • We will arrange a replacement or refund at no cost to you.

6.2 Product Faults (not caused by delivery)

  • Within 30 days of delivery: You may reject the item for a full refund, or request a repair/replacement.
  • After 30 days but within 6 months: We will first arrange a repair or replacement. If this is unsuccessful, you can request a refund.
  • After 6 months: You may still be entitled to a remedy if you can show the fault existed at delivery.

6.3 Packaging Requirements

  • For transit damage identified on delivery, please keep the original packaging; this is required for returns.
  • For faults discovered after initial use, original packaging is not required, but items must still be securely repackaged by the customer for transit.

6.4 Replacements & Refunds

  • Faulty or damaged items will be collected free of charge and either repaired, replaced, or refunded in line with the above timelines.
  • Where practical, we may replace only the faulty part rather than the entire product for speed and sustainability.

6.5 Refund Timing

  • Refunds will be processed within 14 days of us receiving and inspecting the returned item.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

7. Returns & Cancellations

We want you to be happy with your purchase. Please read the following carefully so you understand your rights and our returns process:

7.1 Change of Mind Returns (Consumer Contracts Regulations)

  • You have the right to cancel your order for any reason within 14 days of delivery.
  • You must notify us in writing (e.g., by email) within this period to arrange a return.
  • After notifying us within 14 days, you then have a further 14 days to return the goods. Returned items must be unused, in a fully re-saleable condition, and in the original, unmarked packaging.
  • Return shipping costs are your responsibility unless the item is faulty.
  • Refunds will be processed within 14 days of us receiving and inspecting the returned goods.

7.2 Non-Returnable Items

  • Assembled or partially assembled flat-pack furniture cannot be returned once assembly has begun.
  • Made-to-order, custom, or bespoke items are non-returnable unless faulty. This includes but is not limited to items from the following manufacturers:
    • Old Charm Furniture
    • Welcome Furniture
    • Bradley Furniture
    • Ashmore Antique Reproduction Furniture
    • Desser Cane Upholstery (fabric upholstered items only)
  • Mattresses cannot be returned once opened or slept on, for hygiene reasons.

7.3 Condition of Returned Items

  • Items must be returned in their original, undamaged packaging where applicable.
  • Returned goods must be fully insured to their full value during transit to protect against loss or damage.
  • Customers should retain proof of postage and photos of the item and packaging before sending.
  • We reserve the right to refuse a refund if items are damaged, used, or otherwise unsaleable.
  • You remain responsible for the goods until we have received and inspected them.

7.4 Collection Services

  • Collection costs vary by size and will be deducted from your refund unless otherwise agreed in writing:
  • Small items: £50
  • Medium items: £50–£149
  • Large or extra-large items: £149+

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013.

8. Storage

Storage facilities are not available. Customers must take delivery within 14 days of notification. Storage charges may apply after this period.

9. Colours and Finishes

Product images are for guidance only. Colours, grains, and finishes may vary due to natural materials and display settings.

10. Guarantee

All goods are guaranteed by the manufacturer for up to 12 months against faulty materials or workmanship unless otherwise stated. Any manufacturer's warranty is in addition to your statutory rights under the Consumer Rights Act 2015.

11. Use of Material

All text, images, and content on this site remain the property of Newby House Interiors or third parties. You may not reproduce or distribute material without permission.

12. Disclaimer of Liability

Newby House Interiors accepts no liability for any loss, damage, or injury resulting from the use of this website or the products supplied, except as required by law.

13. Reservation of Title

All goods remain the property of Newby House Interiors until paid for in full.

14. Variations

We may update these Terms & Conditions from time to time. Continued use of the website constitutes acceptance of the latest version.

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