Terms & Conditions

Contents

1. About Newby House Interiors

1.1 Definitions

In these Terms:

• Business Day means Monday to Friday, excluding public holidays in England.
• Consumer means an individual acting wholly or mainly outside their trade, business, craft or profession.
• Contract means the legally binding agreement between you and us for the sale of the goods.
• Delivery Address means the address accepted by us for delivery of the goods.
• Goods means the products included in your order.
• Made-to-Specification Goods means goods made to your individual requirements or clearly personalised. It does not automatically include ordinary stock products merely ordered or manufactured after purchase.
• Order Confirmation means our email confirming that we have accepted your order.
• Standard Delivery means the least expensive generally available delivery service we offer for the relevant goods and address.
• Supplier means a manufacturer or wholesaler involved in supplying the goods.
• Courier means a delivery company appointed by us or by a supplier.
• Website means newbyhouseinteriors.co.uk.
• We, us and our mean Newby House Interiors.
• You and your mean the person placing the order.

Newby House Interiors is an online furniture retailer specialising in home and garden furniture supplied directly from carefully selected UK manufacturers and wholesalers.

Our details are:

Newby House Interiors
9 Wetherfell Close
Ingleby Barwick
Stockton-on-Tees
Teesside
TS17 0QH

Email: [email protected]
VAT Registration Number: GB257625440

2. Using Our Website

By using this website you confirm that:

• you are at least 18 years of age, or are using the website with the permission of a parent or legal guardian;
• the information you provide is accurate and complete;
• you are authorised to use the payment method used to place the order.

We reserve the right to refuse or cancel any order where we reasonably believe fraudulent activity, payment irregularities or misuse of our website has occurred.

3. Placing an Order

When you place an order through our website you are making an offer to purchase the goods.

Your order is not accepted immediately. A legally binding contract is only formed once we have accepted your order and sent you an Order Confirmation email.

Occasionally we may be unable to accept an order. This may happen where:

• the product is no longer available;
• a supplier has withdrawn or discontinued the product;
• a pricing or description error has occurred;
• payment cannot be authorised;
• delivery to your address is unavailable;
• we reasonably suspect fraudulent activity.

If we cannot accept your order, we will contact you as soon as reasonably possible and refund any payment already received.

4. Product Information & Availability

We make every reasonable effort to ensure that product descriptions, dimensions, specifications, photographs and prices shown on our website are accurate.

Many of the products we sell are supplied directly by third-party manufacturers. While we regularly review supplier information, occasional errors or omissions may occur.

Product photographs are intended as a guide only. Colours, textures and finishes may vary due to:

• screen settings and device displays;
• lighting conditions;
• natural materials including wood, marble, stone and rattan;
• normal manufacturing tolerances.

Natural variations in colour, grain, texture and finish are common in products made from natural materials. Whether a particular variation is a fault will depend on the product description, any sample or model, the nature and extent of the variation and what a consumer may reasonably expect.

Estimated stock levels and expected delivery dates are provided in good faith using information supplied by our manufacturers and wholesalers. These dates are estimates only and may change due to circumstances beyond our control.

If a significant delay occurs before your order has been dispatched, we will contact you as soon as reasonably practicable. You will have the option to continue waiting or cancel your order for a full refund.

5. Prices

All prices displayed on our website:

• are shown in Pounds Sterling (£);
• include VAT where applicable;
• exclude any clearly stated delivery surcharges for remote areas or specialist delivery services.

Although every effort is made to ensure pricing accuracy, errors can occasionally occur.

If an obvious pricing error is identified before your order has been accepted, we will contact you before dispatch and offer you the option to proceed at the correct price or receive a full refund.

We are under no obligation to supply goods at an incorrect price where the error is obvious and could reasonably have been recognised as a mistake.

6. Payments

Payment is normally taken in full when you place your order using one of the payment methods offered during checkout.

All online payments are processed securely by our authorised payment providers. We do not store your full payment card details.

To help protect our customers and prevent fraud, we may carry out additional security or identity checks before accepting an order. Where further verification is required, dispatch may be delayed until these checks have been completed.

Ownership of the goods remains with Newby House Interiors until payment has been received in full.

If a payment is later reversed, disputed or becomes subject to a chargeback, we reserve the right to provide relevant order and delivery information to the payment provider or card issuer and to recover any outstanding sums owed.

7. Delivery

Many of our products are delivered directly from the manufacturer or wholesaler using an independent courier or specialist furniture delivery company. We do not operate our own delivery fleet.

Further practical information about delivery areas, services and estimated times can be found on our Delivery Information page. The terms below form part of your contract with Newby House Interiors.

7.1 Delivery Areas & Charges

We offer delivery to most mainland addresses in England, Wales and Scotland. Availability depends on the product, supplier, courier and delivery postcode.

Additional charges may apply for:

• the Scottish Highlands and other remote postcode areas;
• congestion, clean-air or restricted-access zones;
• specialist, two-person or room-of-choice delivery services;
• address changes requested after dispatch;
• locations requiring unusual access arrangements.

Some offshore and island locations are not serviced by our couriers. Where delivery is unavailable, we may be able to deliver to a mainland freight forwarder or port nominated by you. Any onward transport would be your responsibility and at your own risk and cost.

Where an additional delivery charge applies, we will tell you before dispatch wherever reasonably possible. If you do not wish to pay an additional charge that was not shown when you ordered, you may cancel the affected goods for a full refund before dispatch.

7.2 Delivery Times & Estimates

Estimated delivery times are shown on the relevant product page or provided to you after ordering. Unless we expressly agree otherwise, all delivery dates and lead times are estimates rather than guaranteed dates.

Delivery estimates may be affected by:

• supplier stock availability;
• pre-order or manufacturing times;
• shipping, port or customs delays;
• courier capacity and delivery routes;
• traffic, weather or vehicle breakdowns;
• delivery to remote postcode areas;
• circumstances outside our reasonable control.

Where an order contains goods supplied by different manufacturers or wholesalers, the goods may be dispatched and delivered separately. Receiving one part of an order does not necessarily mean that the remaining goods have been dispatched.

If we become aware of a significant change to the estimated delivery time, we will contact you as soon as reasonably practicable. Where goods have not yet been dispatched, you may choose to continue waiting or cancel the delayed goods for a full refund.

7.3 Booking Your Delivery

When your goods are ready, either Newby House Interiors, the supplier or the appointed courier will contact you by telephone, text message or email to arrange or confirm delivery.

The courier may:

• offer a delivery date for you to accept;
• provide a booking link;
• allocate an estimated time window;
• contact you shortly before arrival.

Delivery time windows are estimates and may change during the day because of traffic, previous deliveries or other circumstances outside the driver's control.

You are responsible for checking that the telephone number, email address and delivery address supplied with your order are correct. We are not responsible for delays caused by inaccurate or incomplete contact or address details supplied by you.

Once a delivery date has been booked and confirmed, please notify us as soon as possible if it is no longer suitable. Some couriers require at least 48 hours' notice to rearrange a delivery without charge. A charge may still apply where goods have already been routed, loaded or dispatched.

7.4 Delivery Services

The delivery service provided depends on the product, supplier and delivery address. It may include:

• parcel delivery;
• one-person delivery to the door or ground floor;
• two-person delivery;
• delivery to a room of choice where expressly stated or agreed;
• kerbside pallet delivery.

Unless expressly confirmed otherwise in writing, delivery is to the ground floor, front door or nearest safe and accessible point.

A one-person delivery driver may require suitable assistance with large or heavy goods. You must not attempt to assist where it would be unsafe to do so.

Pallet deliveries are kerbside only. The driver will normally position the pallet at the nearest safe and accessible point to the delivery address. The driver is not required to:

• carry goods into the property;
• unpack or assemble the goods;
• remove packaging;
• remove or dispose of the pallet.

You are responsible for safely unpacking the goods and disposing of or recycling the pallet and packaging.

7.5 Access & Preparation

Before ordering and before delivery, you are responsible for checking that the goods will fit through all doors, corridors, stairways, lifts, gates and other access points.

You must tell us before delivery about any relevant access restrictions, including:

• narrow roads, gates or entrances;
• parking or loading restrictions;
• stairs, steps or unsuitable lifts;
• restricted opening hours or gated access;
• low bridges, weight restrictions or unmade roads;
• building works or other hazards;
• any feature that may prevent a delivery vehicle or delivery team from safely reaching the property.

You must ensure that the delivery route is clear, safe and suitably protected. Please remove rugs, obstacles and fragile items and keep children and pets away from the delivery area.

Delivery teams are not authorised to remove doors, windows, fixtures or existing furniture. If these need to be removed to provide access, you must arrange this before delivery at your own cost and risk.

Where the delivery team reasonably considers the access unsafe or believes that delivery may cause injury or significant damage, they may:

• deliver to the nearest safe accessible point;
• refuse to take the goods into the property;
• abort the delivery and return the goods to the depot.

Where delivery cannot be completed because adequate or safe access was not provided or an access restriction was not disclosed, the delivery may be treated as a failed delivery and additional courier charges may apply.

7.6 Attendance & Proof of Delivery

Unless expressly agreed otherwise in writing, someone aged 18 or over must be present at the delivery address to accept the goods.

The person accepting delivery may be asked to:

• confirm their name;
• provide a signature;
• provide a delivery PIN or security code;
• allow the driver to take a photograph of the delivered goods at the property.

A signature, delivery PIN, photograph, courier tracking record or other delivery confirmation may be used as evidence that delivery has been completed.

Before signing, please check the visible condition of the goods and packaging. If the packaging appears damaged, please record this clearly on the delivery paperwork or electronic delivery record wherever possible.

Signing for goods does not remove your statutory rights or prevent you from reporting concealed damage after the goods have been unpacked.

7.7 Alternative Recipients

You may nominate a neighbour, family member, employee, concierge or another responsible adult to accept delivery on your behalf, provided the courier agrees to the arrangement.

You must give us any alternative delivery instructions before the delivery wherever possible. Requests made directly to the driver on the delivery day cannot be guaranteed.

Where you nominate another person to receive the goods:

• their acceptance of the delivery will be treated as acceptance on your behalf;
• their signature, PIN or other delivery confirmation will be treated as proof of delivery;
• you are responsible for ensuring they understand any inspection and packaging requirements.

The courier may refuse to deliver to a neighbour or alternative recipient where:

• the goods are high value;
• identity or age verification is required;
• the alternative address is not nearby;
• the goods cannot be safely stored;
• doing so would conflict with the courier's insurance or delivery procedures.

7.8 Driver Authority & Unattended Deliveries

Delivery drivers are employed or engaged by independent delivery companies. They are not authorised by Newby House Interiors to:

• change these Terms & Conditions;
• waive delivery, re-delivery or cancellation charges;
• promise refunds, discounts or compensation;
• agree that high-value goods may be left unattended contrary to courier policy;
• make binding promises on behalf of Newby House Interiors or the supplier.

Any delivery instruction must remain subject to the courier's safety, insurance and proof-of-delivery requirements.

High-value furniture must not be left unattended or without an authorised person present to accept it unless this has been expressly approved in writing by Newby House Interiors, the supplier and the courier.

A verbal discussion with a driver does not override these Terms or the courier's delivery procedures. Where a driver is not authorised to carry out a requested unattended delivery, the goods may be returned to the depot and the delivery may be treated as failed.

7.9 Failed Deliveries & Re-delivery Charges

A delivery may be treated as failed where it cannot be completed for a reason within your control. This includes where:

• no authorised person is present to accept the goods;
• the person present refuses or is unable to sign or provide a required delivery PIN;
• you refuse delivery of goods that conform to the order without a lawful reason;
• the delivery address or contact details supplied are incorrect or incomplete;
• safe and reasonable access has not been provided;
• an undisclosed access or parking restriction prevents delivery;
• the goods will not fit because access dimensions were not checked;
• a requested unattended or safe-place delivery cannot be authorised;
• the delivery is cancelled or rearranged after the courier's permitted notice period.

Where a delivery fails for a reason within your control, you will be responsible for the reasonable additional costs charged to us by the supplier or courier. These may include:

• the failed delivery charge;
• return transport to the depot or warehouse;
• re-delivery;
• storage or handling costs where applicable.

Charges vary according to the product, supplier, courier and delivery location. We will tell you the amount payable before arranging a further delivery wherever reasonably possible.

We may require any applicable re-delivery charge to be paid before a new delivery date is booked.

Nothing in this section permits us to charge more than the reasonable costs actually incurred as a result of the failed delivery.

7.10 Events Outside Our Control

We and our delivery partners will take reasonable steps to meet the estimated delivery timeframe. However, delivery may be delayed by events outside our reasonable control, including severe weather, traffic disruption, vehicle breakdown, industrial action, port or customs delays, supplier or manufacturing disruption, accidents, emergencies, public-authority restrictions or disruption to transport networks.

Where such an event affects your order, we will take reasonable steps to minimise the effect and will keep you informed when we receive relevant information.

If the delay becomes substantial, or delivery by an agreed date was essential and you made that clear to us before the Contract was formed, you may have the right to end the Contract and receive a refund for goods not supplied. Nothing in this section limits any right you have under consumer law.

7.11 Responsibility for the Goods

The goods remain at our risk until they are delivered into the physical possession of:

• you;
• a person nominated by you to accept delivery;
• a carrier independently appointed by you who was not offered or arranged by us.

Once delivery has been completed to you or your nominated recipient, responsibility for the care and safekeeping of the goods passes to you.

Ownership of the goods does not pass to you until we have received payment in full.

7.12 Delayed Acceptance & Storage

Once goods are available for delivery, you must be able to accept them within a reasonable period.

Unless otherwise agreed in writing, we cannot guarantee that suppliers or couriers will store goods for longer than 14 days after you have been notified that they are ready.

If you ask for delivery to be postponed, or repeatedly decline reasonable delivery dates, the supplier or courier may charge:

• storage fees;
• additional handling or transport costs;
• re-delivery charges.

We will notify you of any known charges before they are incurred wherever reasonably possible.

If you fail to accept delivery within a reasonable period after being asked to do so, we may treat this as a breach of contract. We will contact you before cancelling the order or arranging for the goods to be returned, and any deductions from a refund will be limited to reasonable losses and costs that we are legally entitled to recover.

8. Cancellations & Change-of-Mind Returns

This section explains your rights when cancelling or returning an order. Different rules apply depending on whether:

• the goods have not yet been dispatched;
• you are cancelling because you have changed your mind;
• delivery has already been attempted or has failed;
• the goods are faulty, damaged, incomplete or not as described.

Nothing in these Terms limits or excludes your statutory rights under UK consumer law.

8.1 Cancelling Before Dispatch

You may ask to cancel your order at any time before dispatch.

Where the goods have not been dispatched, we will normally cancel your order and provide a full refund. Different rules may apply to Made-to-Specification Goods, as explained in Section 8.7.

Please contact us as soon as possible if you wish to cancel. Dispatch information is not always updated instantly, so an order may already have entered the supplier's or courier's delivery process before your cancellation request is received or processed.

8.2 Statutory Cancellation Rights

If you are a consumer who purchased goods through our website, you will usually have the right to cancel your order without giving a reason.

The cancellation period begins when the contract is formed and normally ends 14 days after:

• you, or a person nominated by you, receives the goods;
• the final item is received where one order is delivered in separate shipments;
• the final part is received where goods are delivered in several parts.

You must tell us clearly that you wish to cancel before the cancellation period expires. You do not have to provide a reason, although any feedback you provide may help us improve our service.

Your change-of-mind rights are separate from your rights where goods are faulty, damaged or not as described.

8.3 How to Cancel

To cancel, please contact us using one of the following methods:

• Email: [email protected]
• Post: Newby House Interiors, 9 Wetherfell Close, Ingleby Barwick, Teesside, T17 0QH
• the model cancellation form provided at the end of these Terms, although use of that form is optional.

Your cancellation notice should include:

• your name;
• your order number;
• the delivery address;
• the goods you wish to cancel;
• a clear statement that you are cancelling the contract.

We will acknowledge your cancellation using the contact details supplied with your order.

8.4 Returning Goods

After notifying us of a change-of-mind cancellation, you must return the goods without undue delay and no later than 14 days after telling us that you wish to cancel.

Please do not return goods to our head office unless we have expressly agreed this in writing. Many products must be returned directly to the relevant supplier or specialist warehouse.

We will provide the appropriate return address or collection instructions after receiving your cancellation request.

Until the goods are received by the correct return location, you are responsible for:

• taking reasonable care of them;
• keeping all parts, accessories, instructions and fixings together;
• packing them securely for transport;
• using an appropriate insured service if arranging your own return;
• retaining evidence that the goods have been returned.

You must not send goods back without first contacting us, as unauthorised returns may be refused by the supplier or delivered to the wrong location.

8.5 Return and Collection Costs

Where you cancel because you have changed your mind, you are responsible for the direct cost of returning the goods unless we have agreed otherwise in writing.

Furniture is often too large or heavy to return using an ordinary postal service. Depending on the product and location, you may:

• arrange a suitable insured carrier yourself; or
• ask us to obtain a collection quotation from the supplier or courier.

Collection charges vary depending on the size, weight, supplier, courier, delivery location and the service required. We will confirm the applicable collection cost before arranging any collection.

Where you choose to use a collection service arranged by us, the agreed collection cost may be paid in advance or deducted from your refund.

We will pay reasonable return or collection costs where the goods are confirmed to be faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

8.6 Condition of Returned Goods

You may inspect goods in the same way that you reasonably could in a physical shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Please retain and use the original packaging wherever possible. Furniture packaging is designed to protect the goods during transport, and a courier or supplier may be unable to collect inadequately packed goods safely.

Where original packaging is no longer available, you must use suitable alternative packaging that provides an equivalent level of protection. You may be responsible for loss or damage caused by inadequate return packaging.

Goods should be returned with:

• all parts, accessories, cushions, fixings and instructions;
• any promotional items supplied as part of the order;
• the original packaging where reasonably available;
• no avoidable marks, damage, modifications or signs of use.

Before arranging a collection, we may ask for photographs showing:

• the condition of the goods;
• all components included;
• how the goods have been packaged for return.

Assembly does not automatically remove your legal right to cancel. However, where goods have been fully or partially assembled, disassembled, used, damaged or altered beyond what was reasonably necessary to inspect them, we may make an appropriate deduction for any resulting reduction in value.

You should not use opaque, coloured or heavy-duty adhesive tape directly on retail packaging where it may cause avoidable damage. Where possible, please use clear packing tape or protective outer wrapping.

8.7 Exceptions to Change-of-Mind Rights

The statutory change-of-mind cancellation right does not apply to certain goods, including:

• goods made to your individual specifications;
• clearly personalised or bespoke goods;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal exemption applies;
• goods that become inseparably mixed with other items after delivery.

A product is not automatically excluded merely because it is described as made-to-order. The exclusion applies where the goods are made to your individual specification or are clearly personalised, rather than simply being manufactured or ordered after purchase.

Where a product is bespoke, personalised or otherwise excluded from the statutory cancellation right, this will be stated on the relevant product page or brought to your attention before the order is placed.

This section does not affect your rights where excluded goods are faulty, damaged, incorrectly supplied or not as described.

8.8 Cancellation After Dispatch

You may still exercise your statutory right to cancel after the goods have been dispatched, provided you are within the applicable cancellation period and no legal exception applies.

However, once goods have entered the delivery network, it may not be possible to stop or recall them before an attempted delivery. If a recall is possible, the supplier or courier may charge us a recall or return fee. Where this happens, you will normally be responsible for those direct costs, as explained below.

If you cancel after dispatch:

• you should normally accept the delivery unless the courier or we instruct you otherwise;
• you must take reasonable care of the goods while they are in your possession;
• you will normally be responsible for the direct costs charged to us by the supplier or courier to recall, return or collect the goods after dispatch;
• you must follow the return instructions provided by us.

You should not refuse delivery without first contacting us unless the goods are visibly damaged or we have agreed that refusal is appropriate. An unarranged refusal may result in additional failed-delivery, return, handling or storage costs.

Where additional costs arise because a booked delivery failed for a reason within your control, those costs are dealt with separately under Section 7.9. Any amount charged or deducted will be limited to reasonable costs or losses that we are legally entitled to recover.

Where you validly exercise your statutory right to cancel, we will refund the price paid for the returned goods and any amount paid for Standard Delivery. If you selected an enhanced or more expensive delivery service, we are only required to refund an amount equal to Standard Delivery. Your responsibility for the direct costs of recalling, returning or collecting the goods, and any separate reasonable failed-delivery costs, is explained in this section and in Sections 7.9 and 8.5.

9. Faulty, Damaged or Incorrect Goods

We want to resolve genuine product and delivery problems as quickly and fairly as possible.

Please contact us promptly if goods:

• arrive damaged;
• contain missing or incorrect parts;
• are not as described;
• are not of satisfactory quality;
• are not fit for a purpose made known to us before purchase;
• develop a fault.

Your remedies will depend on the nature of the problem, when it is reported and the requirements of UK consumer law.

9.1 Your Legal Rights

Goods supplied by us must:

• be of satisfactory quality;
• be fit for their usual purpose and any particular purpose agreed with us;
• match their description, sample or model where applicable;
• be installed correctly where installation forms part of our contract.

Normal wear and tear, accidental damage, misuse, neglect, unauthorised modification and natural material variation are not manufacturing faults.

9.2 Transit Damage and Missing Parts

Please inspect the packaging and goods as soon as reasonably possible following delivery.

Where visible damage is apparent at delivery:

• do not sign that the goods are in good condition;
• record the damage on the delivery paperwork or electronic record where possible;
• take clear photographs before unpacking;
• contact us promptly.

We ask that transit damage, missing items or incorrect goods are reported as soon as reasonably possible. Reporting promptly helps us investigate the delivery and obtain replacement parts or goods without unnecessary delay.

A failure to report within 48 hours does not automatically remove your statutory rights. However, we may require further evidence where a delay makes it more difficult to establish when or how the damage occurred.

Please keep all packaging until you have inspected the goods and are satisfied that the order is complete and undamaged.

9.3 Faults Within 30 Days

If goods do not conform to the contract, you may have a short-term right to reject them within 30 days of delivery and receive a refund.

Depending on the circumstances, you may instead choose to request:

• a repair;
• a replacement product;
• replacement parts;
• another appropriate remedy agreed with us.

The short-term right to reject does not apply where the issue is limited to a natural characteristic, expected variation, minor cosmetic feature within reasonable manufacturing tolerances or damage caused after delivery.

9.4 Faults After 30 Days

After the initial 30-day period, the usual first remedy for faulty goods is a repair or replacement.

We will provide the appropriate remedy:

• within a reasonable time;
• without significant inconvenience to you;
• without charging you for reasonable labour, materials, parts or transport associated with an accepted fault.

Where a repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable time without significant inconvenience, you may be entitled to:

• keep the goods and receive an appropriate price reduction; or
• reject the goods and receive a refund, subject to any deduction permitted by law.

Your legal rights may continue beyond the manufacturer's stated warranty period. A manufacturer's warranty is additional to, and does not replace, your statutory rights.

9.5 Repairs, Parts and Replacements

Furniture is often made up of separate replaceable components. Where appropriate, a fault may be resolved by supplying or fitting:

• a replacement panel, top or base;
• replacement cushions, covers or upholstery components;
• replacement runners, hinges, handles or fixings;
• replacement electrical or mechanical parts;
• another component needed to restore the goods to the required standard.

Supplying a replacement part may constitute a repair or replacement remedy where it resolves the fault within a reasonable time and without significant inconvenience.

We are not required to replace an entire product where a proportionate repair or component replacement would provide an effective legal remedy, unless the law requires otherwise in the particular circumstances.

Where an inspection, repair or replacement is arranged, you must provide reasonable access to the goods and make them available at an agreed time.

Replacement goods or parts may differ slightly in colour, grain, texture or finish because of natural variation, production batches, ageing or weather exposure. We will take reasonable steps to provide an appropriate match, but an exact match cannot always be guaranteed.

9.6 Inspection and Evidence

To assess a reported fault or damage claim, we may reasonably ask for:

• clear photographs or video;
• the product label, batch number or serial number;
• a description of how and when the issue arose;
• confirmation of assembly and maintenance;
• access for a supplier, technician or independent furniture inspector.

Requests for reasonable evidence do not remove your statutory rights. They allow us to establish the nature and cause of the issue and identify the appropriate remedy.

You must not dispose of, alter, repair or arrange third-party work on the goods before giving us a reasonable opportunity to inspect and resolve an accepted problem, unless urgent action is reasonably necessary to prevent injury or further damage.

We may not be responsible for unauthorised repair or replacement costs where we were not given a reasonable opportunity to provide the legally required remedy.

10. Refunds

10.1 Refund Method and Timing

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

For a valid change-of-mind cancellation, we will refund:

• the price paid for the returned goods;
• the amount paid for Standard Delivery, where applicable;
• any other amount required by law.

We may withhold the refund until:

• we or the relevant supplier has received the goods back; or
• you provide satisfactory evidence that the goods have been returned,

whichever occurs first.

We will issue the refund without undue delay and normally no later than 14 days after the relevant goods are received back or acceptable evidence of return is provided.

For faulty or damaged goods, the refund timeframe will begin once the appropriate remedy has been agreed and, where required, the goods have been collected or returned.

Although we process refunds promptly, your bank, card issuer or payment provider may take additional time to display the funds in your account.

10.2 Permitted Deductions

Where permitted by law, deductions may be made for:

• a reduction in value caused by handling beyond what is reasonably necessary to inspect the goods;
• missing parts, accessories or components;
• avoidable damage caused while the goods were in your care;
• damage caused by inadequate return packaging;
• an agreed collection charge for a change-of-mind return;
• reasonable failed-delivery, storage, handling or return costs arising from a breach of your delivery obligations;
• other reasonable losses or costs that we are legally entitled to recover.

Any deduction will be assessed reasonably and will reflect the actual reduction in value or costs incurred. We will not impose an arbitrary penalty.

We will explain any proposed deduction and the reason for it.

10.3 Partial Refunds

In some circumstances, you may choose to keep goods with a minor fault, cosmetic issue or missing component in exchange for an agreed partial refund or price reduction.

Any partial refund will be discussed with you and must be accepted voluntarily. You are not required to accept a partial refund where another remedy is available under consumer law.

Where a partial refund is expressly agreed as full and final resolution of a specifically identified issue, the agreement will apply to that issue only. It will not remove your statutory rights if an unrelated fault later develops.

11. Natural Materials & Product Characteristics

Many of the products we sell are manufactured using natural materials including solid wood, veneers, marble, stone, concrete, rattan and leather. These materials naturally vary in colour, grain, texture and finish.

The following are generally regarded as natural characteristics rather than manufacturing defects:

• variations in wood grain and colour;
• small knots, mineral streaks and grain movement;
• slight shade differences between components;
• natural marble veining and colour variation;
• small air pockets or pinholes in concrete-effect finishes;
• minor weave variation in rattan furniture;
• slight dimensional tolerances resulting from the manufacturing process.

Product images are intended as a guide only. Colours and finishes may appear different depending on lighting conditions, photography and individual screen settings.

Measurements shown on our website are approximate and may vary slightly within normal manufacturing tolerances.

Many outdoor products will naturally weather over time when exposed to sunlight, rain, frost and general environmental conditions. Regular cleaning and maintenance in accordance with the manufacturer's care instructions will help prolong the appearance and lifespan of the product.

12. Manufacturer Warranties

Some goods include a manufacturer’s warranty. The duration, scope and conditions vary by product and manufacturer and will be stated on the product page, in the product documentation or supplied on request where available.

A manufacturer’s warranty is separate from, and additional to, your statutory rights against Newby House Interiors. It does not replace, restrict or determine the remedy available to you under consumer law.

Manufacturer warranties commonly exclude matters such as fair wear and tear, accidental damage, misuse, neglect, incorrect assembly, unauthorised alteration, commercial use of a domestic product, failure to follow care instructions and damage caused by external events. The precise exclusions depend on the individual warranty.

Where you make a warranty claim, we may ask for reasonable evidence and may liaise with the supplier or manufacturer. Depending on the warranty and the circumstances, the outcome may include a repair, replacement part, replacement product or another remedy. Any separate statutory claim will be handled in accordance with Section 9.

13. Limitation of Liability

Nothing in these Terms limits or excludes liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights in relation to the goods, and any other liability that cannot legally be limited or excluded.

If you are a Consumer, we are responsible for losses you suffer that are a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill. A loss is foreseeable where it was obvious that it would happen or where, when the Contract was formed, both you and we knew it might happen.

We are not responsible for losses caused by information, access restrictions or instructions supplied incorrectly by you, or for losses that could reasonably have been avoided by following our instructions or taking reasonable steps to reduce the loss.

The goods are supplied for domestic and private use unless we expressly agree otherwise. If you use the goods for a commercial, business or resale purpose, we will not be responsible for loss of profit, loss of business, business interruption or loss of business opportunity, except where liability cannot legally be excluded.

Please do not book installers, tradespeople or events, or dispose of existing furniture, until the goods have been delivered and inspected. This advice does not exclude liability for losses for which we are legally responsible.

14. Intellectual Property

Unless otherwise stated, all website content including text, photographs, graphics, logos, product descriptions, page layouts and design elements are owned by or licensed to Newby House Interiors.

No material from this website may be copied, reproduced, distributed or used for commercial purposes without our prior written permission.

Product names, logos and trademarks belonging to manufacturers remain the property of their respective owners.

15. Privacy

We process personal information in accordance with applicable UK data-protection law.

Our Privacy Policy explains what information we collect, how and why we use it, the lawful bases we rely upon, how long we retain it, when it may be shared and the rights available to you.

We may share information with suppliers, couriers, payment providers, fraud-prevention services and professional advisers where reasonably necessary to process an order, deliver goods, handle a claim, prevent fraud, comply with law or protect legal rights.

16. Changes to these Terms

We may update these Terms from time to time to reflect changes in law, regulatory guidance, our business practices or the services we provide.

The version made available to you when the Contract is formed will apply to your order. We will not use a later change to reduce your rights or materially increase your obligations under an existing Contract, unless the change is required by law or you expressly agree to it.

The version number and last-updated date appear at the top of this page.

17. General & Legal Information

17.1 Communications

We may contact you about your order by email, telephone, text message or post using the details you provide. You are responsible for keeping those details accurate and for checking messages relating to delivery, payment, security checks, cancellations and after-sales support.

Notices concerning cancellation or another legal right should be sent using the contact details in Section 17.6. A message is treated as received when it is actually delivered to the relevant email address, telephone number or postal address, subject to any mandatory rule of law.

17.2 Severability

Each paragraph of these Terms operates separately. If a court or relevant authority decides that any paragraph or part of a paragraph is unlawful or unenforceable, the remaining provisions will continue to apply.

17.3 Delay or Waiver

If we do not insist immediately that you do something required by the Contract, or if we delay taking action in respect of a breach, that does not mean we have waived our rights. Similarly, a decision not to enforce a right on one occasion does not prevent that right being enforced later.

17.4 Third-Party Rights

The Contract is between you and Newby House Interiors. Except where the law provides otherwise, no other person has a right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

17.5 Governing Law & Courts

These Terms and the Contract are governed by the law of England and Wales.

If you are a Consumer living in Scotland or Northern Ireland, you retain the benefit of any mandatory protections that apply in your country of residence. You may bring proceedings in the courts of the part of the United Kingdom where you live, and we may bring proceedings against you only in courts permitted by applicable law.

17.6 Contact Us

Newby House Interiors
9 Wetherfell Close
Ingleby Barwick
Stockton-on-Tees
Teesside
TS17 0QH

Email: [email protected]
Telephone: 0800 040 7719
Office hours: Monday to Friday, 10:00 am to 4:30 pm, excluding public holidays.

Model Cancellation Form

Publication note: These Terms are intended for consumer sales by Newby House Interiors. They should be reviewed whenever delivery practices, return arrangements, business identity details or applicable law materially change.