Terms & conditions of Osprey Interiors
This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the Products (Products) listed on our website www.osprey-interiors.com (our site) to you. Please read these terms and conditions carefully and make sure that you understand them, before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.
You should print a copy of these terms and conditions for future reference.
1. Information about us
1.1. We operate the website www.osprey-interiors.com. We are Osprey Furniture Ltd, a company registered in England and Wales under company number 12524341 and with our registered office at Unit 3A, Roxby Industrial Estate, Winterton, DN15 9SU.
1.2. Our trading name is Osprey Interiors.
1.3. We also operate a telephone help service to deal with enquiries and after sales issues for those customers who wish to purchase or have purchased Products as listed on our site. Our telephone number is 07751 451460.
2. Your status
By placing an order through our site, you warrant that:
2.1. you are legally capable of entering into binding contracts;
2.2. you are at least 18 years old; and
2.3. you have read and understood the guidance on our site as to how orders should be made; and
2.4. you are resident in the United Kingdom.
3. Samples, quotations & telephone assistance
3.1. We may, on our site or on request, provide to you samples, descriptions and/or drawings of the Products or advertising catalogues or brochures, these are produced solely to provide you with an approximate idea of the Products they describe. They are not provided to give an indication of the quality, size, colour or description of the Products which are for sale on our site.
3.2. Certain samples are subject to a small charge which will be notified to you at the time the sample is requested. Such charge will be refunded either when a full order is made and Dispatch Confirmation sent or when they are returned to us, in either case, provided they are returned to us in good and resalable condition and you have complied with your obligations under the Contract.
3.3. Any quotation given for the Products is given on the basis that a binding contract shall only come into existence in accordance with clause 4. A quotation shall be valid for a period of 30 calendar days from its date of issue unless we notify you in writing that we have withdrawn it during this period.
3.4. As set out in clause 1.3 above, we provide a telephone helpline. This helpline is there purely to answer enquiries and provide advice and assistance to you in relation to our Products. It does not create any further obligations to you from us contractual or otherwise, unless any such representations made are agreed with you in writing by a director or our company. Save in relation to fraud or fraudulent misrepresentation, we shall have no liability for any representations not agreed in writing, even if they prove untrue or misleading.
4. How the contract is formed between you & us
4.1. After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy Product(s) subject to these terms and conditions. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (Dispatch Confirmation). The Dispatch Confirmation will include an order number, please quote this order number in all subsequent correspondence between us. The contract between us (Contract) will only be formed when we send you the Dispatch Confirmation.
4.2. The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
5. Our status
5.1. Please note that some of the Products belong to third party sellers. In some cases, we accept orders as agents on behalf of those third party sellers. The resulting legal contract is between you and that third party seller, and is subject to the terms and conditions of that third party seller, which they will advise you of themselves. You should carefully review their terms and conditions applying to the transaction.
5.2. We shall not be liable for any losses that result from the failure of third party Products to perform or where such Products are defective. We will however, transfer to you such rights as we have against such third party sellers and, so far as we are able, without incurring any costs, we will assist you in rectifying the situation with the third party supplier.
5.3. We may also provide links on our site to the websites of other companies, whether affiliated with us or not. We cannot give any undertaking that Products you purchase from third party sellers through our site, or from companies to whose website we have provided a link on our site, will be of satisfactory quality, and any such warranties are DISCLAIMED by us absolutely. This DISCLAIMER does not affect your statutory rights against the third party seller. We will notify you when a third party is involved in a transaction, and we may disclose your personal information related to that transaction to the third party seller.
6. Consumer rights
6.1. If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products unless the Products are made to your specification or have been clearly personalised (which shall be dealt with in accordance with clause 6.3). If the Products are not made to your specification or personalised, you will subject to the Products being returned unused, in their original packaging and in the condition they were delivered to you, receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 10 below).
6.2. To cancel a Contract, you must inform us in writing. You must also return any samples and Products to us as soon as reasonably practicable, and at your own cost. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
6.3. Where the Products have been made to your specification or clearly personalised you do not have the right to cancel the Contract unless the provisions of clause 10.2 apply.
6.4. Details of your legal rights, and an explanation of how to exercise them, are available from your local Citizens' Advice Bureau or trading standards office. This provision does not affect your other statutory rights as a consumer.
7. Availability & delivery
7.1. We will use all reasonable endeavours to fulfil your order between or on the delivery dates set out in the Dispatch Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the Dispatch Confirmation, unless there are exceptional circumstances and the delivery is affected by factors beyond our control.
7.2. In certain circumstances were Products are provided by third party sellers they are responsible for delivery of those Products. We shall not be liable for any delay or failure of delivery in these circumstances and the provisions of clauses 5.1 and 5.2 apply.
7.3. Delivery dates are not guaranteed and we will let you know if we become aware of an unexpected delay and will arrange a new delivery date with you.
7.4. If you fail to take delivery of an order on the specified delivery date, we will notify you that the products are ready for delivery, or we cannot deliver due to your failure to provide relevant instructions, documents, licenses or authorisations then, except where this failure is caused by our failure to comply with these terms and conditions or by an event beyond your control:
• 7.4.1. we will store the Goods until delivery takes place and may charge you a reasonable sum currently £10 a day to cover expenses and insurance;
• 7.4.2. we shall have no liability to you for late delivery; and
• 7.4.3. where delivery has taken place as agreed but we were unable to leave the Products we will have the right to any additional delivery charges if you require a further delivery at a later date.
7.5. If you have not taken delivery of the Products within two weeks of our notifying you that they are ready, we may, after giving you reasonable prior notice in writing, resell or otherwise dispose of part or all of the Products and, after deducting reasonable storage and selling costs, or the price if they are bespoke Products and cannot be resold, pay you for any excess over the price of the Products or charge you for any shortfall below their original price.
7.6. If we are not able to deliver the whole of the order at one time due to operational reasons or shortage of stock, we will deliver the order in instalments. We will not charge you extra delivery costs for this. If you ask us to deliver the order in instalments, we may charge you extra delivery costs. Each instalment shall constitute a separate Contract. If we are late delivering an instalment or one instalment is faulty, that will not entitle you to cancel any other instalment.
7.7. Upon delivery of the Products you are responsible for inspecting the Products and reporting to us within 10 days of any alleged defect, fault or error before the Products are used or fitted. We shall have no liability for any claim in respect of an alleged defect, fault or error which would be apparent on inspection before use or fitting.
7.8. You may find that you need to add items to your kitchen order, for example if you have extended your kitchen or if you have missed something. Whilst we will endeavour to keep lead times to a minimum, please be aware that a standard lead time may apply. This can be found on the range page of the website.
7.9. For the safety of our delivery drivers, we require them to wear safety footwear when delivering your kitchen. Please make any necessary arrangements to protect your flooring, prior to your kitchen arriving.
8. Risk & title
8.1. The Products will be your responsibility from the time of delivery.
8.2. Ownership of the Products will only pass to you when we receive full payment in cleared funds of all sums due in respect of the Products, including delivery charges.
9. Price & payment
9.1. The price of the Products and our delivery charges will be as quoted on our site from time to time, except in cases of obvious error.
9.2. Product prices & delivery charges exclude VAT.
9.3. Product prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
9.4. Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you that we are rejecting it.
9.5. If the pricing error is obvious and unmistakeable and could have been reasonably recognised by you as an error, we do not have to provide the Products to you at the incorrect (lower) price.
9.6. Payment for all Products must be by credit or debit card. We accept all major credit and debit cards with the exception of American Express.
10. Our refunds policy
10.1. It is advisable when returning any item(s) to us you cover with the appropriate additional insurance to cover the total item(s) value. If this additional cover isn't applied to item(s) that are returned to us we cannot be held responsable for any damage that may occur in transit by the carrier.
10.2. If you return a Product to us because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 6.1 above), we will process the refund due to you as soon as possible and, in any case, within 10 days of the day on which you returned the Products to us. In this case, we will refund the price of the Product in full, and any applicable delivery charges. However, you will be responsible for the cost of returning the Products to us. Products returned after the 10 day period will be subject to a restocking charge of up to 25%.
10.3. If you return the Products to us for any other reason for instance, because you consider that the Product is defective, or in circumstances where you notify us the Products are defective and we agree to collect them from you on a date agreed between us or we ask you to return the Products to us at our cost or we agree that you can provide suitable photographic evidence, we will examine the returned Product or evidence as appropriate and will notify you:
• 10.3.1. that we will provide you with a full or partial refund via e-mail within a reasonable period of time; or
• 10.3.2. replace the Products; or
• 10.3.3. repair the Products.
10.4. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will, where we agree a refund, refund the price of a defective Product in full, any applicable delivery charges and if relevant, any reasonable costs you incur in returning the item to us.
10.5. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
10.6. These terms and conditions will apply to any repaired or replacement Products we supply to you.
10.7. Non returnable products:
• 10.7.1. Units as these are make bespoke to your order;
• 10.7.2. Bespoke painted doors;
• 10.7.3. Bespoke painted cornices, plinths, pelmet & decorative items;
• 10.7.4. Colour matched doors, cornices, plinths, pelmet & decorative items;
• 10.7.5. Any items made as a special request;
• 10.7.6. Any other painted items maybe rejected at our discretion;
11. Warranty
11.1. We warrant to you that any Product purchased from us through our site will, on delivery, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which Products of that kind are commonly supplied.
11.2. This warranty does not apply to any defect in the Products arising from:
• 11.2.1. fair wear and tear;
• 11.2.2. wilful damage, accident or negligence by you or any third party;
• 11.2.3. if you use the Products in a way that we do not recommend;
• 11.2.4. your failure to follow our instructions;
• 11.2.5. any alteration or repair you carry out without our prior written approval; or
• 11.2.6. any incorrect instructions or plans submitted by you on our site to enable us to provide the Products.
11.3. Our site is provided on an "as is" basis and we make no representations or warranties of any kind in respect of our site, including, without limitation, any warranties relating to accuracy or completeness of our site or suitability of the information provided.
12. Our liability
12.1. Subject to clause 12.4, if we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the Products and, subject to clause 12.2, any losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
12.2. Subject to clause 12.4, we will not be liable for losses that result from our failure to comply with these terms and conditions that fall into the following categories even if such losses result from our deliberate breach:
• 12.2.1. loss of income or revenue;
• 12.2.2. loss of business;
• 12.2.3. loss of profits;
• 12.2.4. loss of anticipated savings;
• 12.2.5. loss of data; or
• 12.2.6. waste of management or office time.
However, this clause 12.2 will not prevent claims for loss of or damage to your physical property that are foreseeable or any other claims for direct loss that are not excluded by categories 12.2.1 to 12.2.6 inclusive of this clause 12.2.
12.3. We only supply the Products for domestic and private use. You agree not to use the Products for any commercial, business or re-sale purpose, and we have no liability to you where Products are used other than for domestic and private use.
12.4. Nothing in this agreement excludes or limits our liability for:
• 12.4.1. death or personal injury caused by our negligence;
• 12.4.2. fraud or fraudulent misrepresentation;
• 12.4.3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
• 12.4.4. defective Products under the Consumer Protection Act 1987; or
• 12.4.5. any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
12.5. Where you buy any Product from a third party seller through our site, the seller's individual liability will be set out in the seller's terms and conditions.
12.6. You are responsible for installing the Products in your property and we will not be responsible for any damage caused to the Products or your property arising during the course of installation.
12.7. Where kitchen unit carcasses are ordered by you and manufactured to your specific measurements we accept no liability where you have failed to allow adequate room for ventilation or ordered incorrect sizes.
