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Terms & Conditions

1. DISCLAIMER AND LIABILITY

1.1 Access to our site is permitted on a temporary basis and we may limit or terminate access to our site at any time without any notice. We will not be liable if our site is unavailable at any time or for any period.

1.2 We have taken care in the preparation of the content of our site. However, we will not be responsible for any errors or omissions or for any technical problems you may experience with our site. If we are informed of any inaccuracies in the content on our site we will attempt to correct this as soon as we reasonably can.

1.3 Whilst we make reasonable efforts to ensure that any information presented on our site is correct, the information on our site is presented without any guarantees, conditions or warranties or any kind and the site is made available to you on an “AS IS” basis. We are not responsible for anything that occurs from your reliance on the content of our site.

1.4 In any event, we will never take any responsibility for User Content and you use and rely on any User Content entirely at your own risk. 

1.5 We exclude all warranties and conditions implied by statute, common law or the law of equity, to the extent permitted by applicable law.

1.6 Because our site is provided free of charge, we will not, in any way, be liable for any loss or damage (whether direct or indirect) in tort (including negligence), breach of contract, breach of statutory or otherwise (even if foreseeable) in connection with any use you make of our site or the information presented on it. 

1.7 If you are browsing our site as a consumer, then nothing in these Terms of Use or any additional terms limits any consumer’s legal rights which cannot be changed by these Terms of Use.

1.8 Nothing in these Terms of Use shall exclude or limit our liability for death or personal injury due to our negligence or for any liability for our fraud or fraudulent misrepresentation.

 

 

TERMS of SALES

1. INFORMATION ABOUT US

1.1   www.craftsberg.com is a website operated by Saska Company (“we”, “our”, “us”). We are registered in the U.K. under company number YYYYYYYY. Our registered office is at XXXX , London W

2. ORDERING PRODUCTS

2.1   You can place orders for Products with us by following the process outlined on our site. You acknowledge that by placing an order with us you will be under an obligation to pay for the Products in that order before Delivery.

2.2   Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process. Most of the Products on our site are bespoke and made-to-measure and we do not accept returns of Bespoke or Made-to-Order Products (please refer to the returns policy below at Clause 9 to see when Returns, other than Bespoke are acceptable). 

2.3   Unfortunately we can’t stop an order once it has been confirmed by us. If you change your mind about your order after this point you can return the Products to us in accordance with the returns policy below at Clause 9.

2.4   Before ordering from us, it is your responsibility to check and determine your full ability to receive the Products ordered. This includes ensuring that the Product ordered will pass freely into your room of choice, they fit in that room, can be transported through the door of your flat or room, stairs and doorways, and there are no other issues that could make delivery more complicated or impossible.

2.5   You must keep the contact details we hold for you up-to-date so that we can contact you if necessary about your order or the delivery of the Products.

3. AVAILABILITY

3.1   All Products are made to order. The specific turnaround times will be indicated in the Product description section. We will inform you as soon as possible after placing an order if, for any reason, the Products you have ordered are not available or are subject to any delay. 

3.2   If we are unable to supply you with a Product, for example, because the manufacturer is out of stock or because of an error in the price (see clauses 5.4 and 5.5 below) we will inform you of this by email and we will not process your order. If you have already paid for the Product we will refund you the full amount as soon as possible. 

4. IMAGES AND SIZING OF PRODUCTS

4.1   The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer will display the colours accurately or reflect the colour of the Products. The Products that are delivered to you may vary slightly from those images. 

4.2   Although we have made every effort to be as accurate as possible, the measurements indicated including weights, dimensions and capacities shown on our site are approximate only. 

5. PRICES OF PRODUCTS

5.1   The price of any Product will be as quoted on our site, except in cases of obvious error. 

5.2   The price of any Product may change from time to time, but changes will not affect any order we have accepted. 

5.3   The price of a Product includes VAT (where it applies) but excludes delivery costs, which will be added to the total amount due. To see the relevant delivery charges for a product, please refer to our section on Shipping Info.

6. HOW TO PAY

6.1   We accept payment with the payment methods listed on our site. You must pay for the Products and any applicable delivery charges in advance. You must confirm that the credit or debit card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

6.2   By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. 

7. DELIVERY

7.1   We offer a delivery service in accordance with the timescales shown against each Product on our site. Please note that delivery timescales are estimates. You can find out more about our Product delivery by reading the information in our section on Shipping Info.

7.2   Please note that we only deliver to addresses in the United Kingdom and Ireland. 

7.3   Your estimated delivery date will be as set out in a dispatch confirmation sent by email. Although we will make every reasonable effort to ensure your Products are delivered within the estimated timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting the manufacturer of the Product or our delivery partner. If we are unable to meet the estimated delivery date, we will contact you with a revised estimated delivery date. 

7.4   Your delivery will be completed when we deliver the Products to the address you gave us. If no one is available at your address to take delivery, we will leave you a note with information about how to rearrange delivery. 

7.5Due to the bespoke nature of our furniture and lighting items, most are not held in stock and we will order specifically for you in the finish, size, or colour you've specified at point of order. These items will be custom made as per your specifications. Delivery time varies by product and manufacturer, but you will always find the relevant delivery time stated on the product page of the website and on our order confirmation. Once orders have been received and checked at our warehouse we will arrange final delivery with our delivery partner at your convenience taking into account any regional schedules.

7.6In the unlikely event that your order hasn't arrived within the period of time as stated at the point of order please contact hello@craftsberg.com quoting your name and order number and we will investigate immediately.

7.7Please check the dimensions at the delivery address for access (including doors, corridors and stairs), as well as the area of intended use, before you order to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully. In some instances our delivery company can provide an access check at an additional charge if required. Goods that fail to fit into your property at point of delivery are your responsibility as we have no control over this. Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.

7.8Furniture deliveries do not include installation, i.e. unpacking and assembling the goods. This does not include electrical installation or fitting to walls or ceilings. 

Mainland UK furniture deliveries are to the front door only unless by arrangement.

8. RISK AND TITLE

8.1   Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges. 

8.2   The Products will be your responsibility from the time of delivery. 

9. CANCELLATION, RETURNS AND REFUND POLICY

9.1   We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section. 

Claims

9.2All our products are carefully inspected before delivery. The buyer should also inspect carefully all items at time of receiving the goods. Claims for damage and shortages must be notified to Craftsberg within two days and written notification received within seven days. We cannot accept responsibility for the non-arrival of notification within the specified time. Failure to make such claims within the specified time constitutes acceptance of the merchandise and quality thereof. Craftsberg may not accept claims for damage resulting from storage by the buyer or for damage resulting from accident, alteration or misuse after delivery. Also for dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations which Craftsberg has no control over. 

 Returns

9.3Goods may only be returned after agreement, in writing between XXXX and the buyer. (The buyer is responsible for all carriage expenses and risk).
 

Right to cancel 

9.4   You have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason. This does not apply to bespoke and made-to-order products Products. 

9.5The order for bespoke Products can be cancelled within the time indicated in order confirmation. After that time no cancelation to bespoke products will be accepted.

9.6Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order or bespoke.
Returns are at customers' own expenses. We advise you use an insured, signed for service.

9.7All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.

9.8Damaged / Faulty Items. We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact hello@craftsberg.com as soon as possible so that we can resolve it for you promptly.

9.9Returned items must be in perfect condition. Please do not remove any tags or packaging. If an item is not in it’s original condition and packaging you will not be eligible for a refund. This excludes faulty items.

9.10We cannot refund or exchange Bespoke or made-to-order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 2 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

9.11   The cancellation period will expire 7 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. 

 9.12   To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team at hello@craftsberg.com.

9.13   To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. 

Effects of cancellation 

9.14   If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

9.15   We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

9.16   We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. 

9.17   We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest. 

9.18   You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Products which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply. 

Faulty or mis-described goods 

9.19

9.20   We will refund you on through the payment method used by you to pay. 

How to return the Products 

9.21   You must return Products to us as soon as reasonably practicable to the addresses given by Craftsberg.

9.22   Unless the Products are faulty or were not delivered as described (in this case, see clause 9.12), you will be responsible for the cost of returning the Products to us including the cost of us collecting the Products from you.

9.23   You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us. 

 

10. SALES PROMOTIONS

10.1   For time to time, we may run sales promotions or offer other incentives (“Promotions”) to purchase particular Products from us. 

10.2   The length of time the Promotion runs for, the conditions for qualifying for the Promotion and the Products which will be subject to the Promotion will be set at our discretion. 

10.3   Where different terms and conditions (from these Terms and Conditions of Sale) apply to the Promotion we will make them available to you before you purchase any Product which is subject to the Promotion. 

11. COMPETITIONS

11.1    For time to time, we may run competitions on our site. 

11.2   The length of time the competition runs for, the conditions for entry to the competition and the prizes for winning or taking part in the competition will be subject to our discretion. 

11.3   We will make the rules of any competition we run available to you before you participate in the competition. 

12. GIFT VOUCHERS AND DISCOUNT CODES

12.1   Gift vouchers can only be purchased online through our site. 

12.2   You may print the voucher yourself. 

12.3   Vouchers are valid for one year from the date of issue and cannot be extended. 

12.4   Only one discount code can be applied to any one order, this includes any promotional codes or offers. 

12.5   The value of any gift voucher you use will be deducted from the total cost of your order. If any balance remains to be spent from the gift voucher, it can be used on a future order. There is no minimum spend required and the gift voucher can be redeemed against any purchase including delivery charges. 

12.6   Gift vouchers can be purchased in fixed denominations from £25 to £200. 

12.7   Vouchers received as part of our refer a friend scheme must not be posted on consumer forums as they will be immediately invalidated. You cannot use your own refer a friend voucher to generate rewards. Any instance of this will result in the cancellation of that customer's rewards. 

12.8   If you have any difficulty redeeming your voucher or have any questions then please contact us for further assistance. 

13. OUR LIABILITY TO YOU

13.1   We are under a legal duty to supply Products that are in conformity with our contract with you. 

13.2   Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

13. 3  Craftsberg has no control over the dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations.

13.4   If we fail to comply with a contract between you and us, we will be responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we will not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if the loss or damage was an obvious consequence of our breach or if the loss or damage was contemplated by you and us at the time we entered into the Contract. 

13.5   We do not in any way exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); (d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987. 

14. EVENTS OUTSIDE OUR CONTROL

14.1   We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including acts of god, fire, flood, severe weather, explosions, war (whether declared or not), acts of terrorism, industrial disputes (whether or not involving our employees), or acts of local or central Government or of any other competent authorities. 

15. RESOLVING DISPUTES

15.1   If you have a dispute with us relating to our contract with you, in the first instance please contact us at hello@craftsberg.com  and attempt to resolve the dispute with us informally. You can also write to us at: Complaints, Craftsberg, 81 Montgomery Court, St. Thomas Road, W4 3LA, London. 

15.2   In the unlikely event that we are not able to resolve the dispute informally, we will discuss with you the most effective way of resolving the dispute using mediation or arbitration based on the nature of the dispute. 

16. EACH OF THESE TERMS OPERATES INDEPENDENTLY

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

17. ENTIRE AGREEMENT

17.1   These Terms and Conditions of Sale setting out the written terms of our contract with you for the purchase of the Products. If part of these Terms and Conditions of Sale cannot be enforced then the remainder of these Terms and Conditions of Sale will still apply to our relationship. 

18. UPDATING THESES TERMS AND CONDITIONS

18.1   We may modify or update these terms and conditions from time to time for reasons including: (a) changes in how our business operates; (b) changes in the legal or regulatory requirements that we must comply with; or (c) changes in how we accept payment from you. 

18.2   Every time you order Products from us, the terms and conditions in force and available on our site at the time will apply to the Contract between us. 

19. RIGHTS OF THIRD PARTIES

19.1   Any Contract made between you and us is only made between you and us. No third party will have any rights to enforce any of its terms. 

20. TRANSFER OF OUR RIGHTS

20.1   We may transfer our rights and obligations under our contract with you to another organisation, and we will do our best to notify you if this happens, but this will not affect your rights or our obligations under the contract. 

21. LAW AND JURISDICTION

21.1   These terms and conditions are governed by English law. This means that a Contract for the purchase of Products made through our site and any dispute or claim arising out of or in connection with it will be governed by English law. 

21.2   You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Scotland, you may also bring proceedings in Scotland. 

22. CONTACTING YOU

22.1   If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order. 

23. CONTACT US

23.1  If you have any queries about these terms, please send us an email at hello@craftsberg.com (Mon – Fri: 8 am – 4 pm). We’ll be here to help. 

 

1. DISCLAIMER AND LIABILITY

1.1 Access to our site is permitted on a temporary basis and we may limit or terminate access to our site at any time without any notice. We will not be liable if our site is unavailable at any time or for any period.

1.2 We have taken care in the preparation of the content of our site. However, we will not be responsible for any errors or omissions or for any technical problems you may experience with our site. If we are informed of any inaccuracies in the content on our site we will attempt to correct this as soon as we reasonably can.

1.3 Whilst we make reasonable efforts to ensure that any information presented on our site is correct, the information on our site is presented without any guarantees, conditions or warranties or any kind and the site is made available to you on an “AS IS” basis. We are not responsible for anything that occurs from your reliance on the content of our site.

1.4 In any event, we will never take any responsibility for User Content and you use and rely on any User Content entirely at your own risk. 

1.5 We exclude all warranties and conditions implied by statute, common law or the law of equity, to the extent permitted by applicable law.

1.6 Because our site is provided free of charge, we will not, in any way, be liable for any loss or damage (whether direct or indirect) in tort (including negligence), breach of contract, breach of statutory or otherwise (even if foreseeable) in connection with any use you make of our site or the information presented on it. 

1.7 If you are browsing our site as a consumer, then nothing in these Terms of Use or any additional terms limits any consumer’s legal rights which cannot be changed by these Terms of Use.

1.8 Nothing in these Terms of Use shall exclude or limit our liability for death or personal injury due to our negligence or for any liability for our fraud or fraudulent misrepresentation.

 

 

TERMS of SALES

1. INFORMATION ABOUT US

1.1   www.craftsberg.com is a website operated by Saska Company (“we”, “our”, “us”). We are registered in the U.K. under company under No. 1611399567. Our registered office is at
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ

 

2. ORDERING PRODUCTS

2.1   You can place orders for Products with us by following the process outlined on our site. You acknowledge that by placing an order with us you will be under an obligation to pay for the Products in that order before Delivery.

2.2   Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process. Most of the Products on our site are bespoke and made-to-measure and we do not accept returns of Bespoke or Made-to-Order Products (please refer to the returns policy below at Clause 9 to see when Returns, other than Bespoke are acceptable). 

2.3   Unfortunately we can’t stop an order once it has been confirmed by us. If you change your mind about your order after this point you can return the Products to us in accordance with the returns policy below at Clause 9.

2.4   Before ordering from us, it is your responsibility to check and determine your full ability to receive the Products ordered. This includes ensuring that the Product ordered will pass freely into your room of choice, they fit in that room, can be transported through the door of your flat or room, stairs and doorways, and there are no other issues that could make delivery more complicated or impossible.

2.5   You must keep the contact details we hold for you up-to-date so that we can contact you if necessary about your order or the delivery of the Products.

 

3. AVAILABILITY

3.1   All Products are made to order. The specific turnaround times will be indicated in the Product description section. We will inform you as soon as possible after placing an order if, for any reason, the Products you have ordered are not available or are subject to any delay. 

3.2   If we are unable to supply you with a Product, for example, because the manufacturer is out of stock or because of an error in the price (see clauses 5.4 and 5.5 below) we will inform you of this by email and we will not process your order. If you have already paid for the Product we will refund you the full amount as soon as possible. 

 

4. IMAGES AND SIZING OF PRODUCTS

4.1   The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer will display the colours accurately or reflect the colour of the Products. The Products that are delivered to you may vary slightly from those images. 

4.2   Although we have made every effort to be as accurate as possible, the measurements indicated including weights, dimensions and capacities shown on our site are approximate only. 

 

5. PRICES OF PRODUCTS

5.1   The price of any Product will be as quoted on our site, except in cases of obvious error. 

5.2   The price of any Product may change from time to time, but changes will not affect any order we have accepted. 

5.3   The price of a Product includes VAT (where it applies) but excludes delivery costs, which will be added to the total amount due. To see the relevant delivery charges for a product, please refer to our section on Shipping Info.
5.4    Orders sent to non-EU countries may incur local duties and taxes. We have no control over these charges and cannot predict their amount, therefore these are not included in your order and will need to be paid locally upon receipt. Please contact your local customs office if you need further information before placing your order.

 

6. HOW TO PAY

6.1   We accept payment with the payment methods listed on our site. You must pay for the Products and any applicable delivery charges in advance. You must confirm that the credit or debit card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

6.2   By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. 

 

7. DELIVERY

7.1   We offer a delivery service in accordance with the timescales shown against each Product on our site. Please note that delivery timescales are estimates. You can find out more about our Product delivery by reading the information in our section on Shipping Info.

7.2   Your estimated delivery date will be as set out in a dispatch confirmation sent by email. Although we will make every reasonable effort to ensure your Products are delivered within the estimated timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting the manufacturer of the Product or our delivery partner. If we are unable to meet the estimated delivery date, we will contact you with a revised estimated delivery date. 

7.3   Your delivery will be completed when we deliver the Products to the address you gave us. If no one is available at your address to take delivery, we will leave you a note with information about how to rearrange delivery. 

7.4 Due to the bespoke nature of our furniture and lighting items, most are not held in stock and we will order specifically for you in the finish, size, or colour you've specified at point of order. These items will be custom made as per your specifications. Delivery time varies by product and manufacturer, but you will always find the relevant delivery time stated on the product page of the website and on our order confirmation. Once orders have been received and checked at our warehouse we will arrange final delivery with our delivery partner at your convenience taking into account any regional schedules.

7.5 In the unlikely event that your order hasn't arrived within the period of time as stated at the point of order please contact hello@craftsberg.com quoting your name and order number and we will investigate immediately.

7.6 Please check the dimensions at the delivery address for access (including doors, corridors and stairs), as well as the area of intended use, before you order to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully. In some instances our delivery company can provide an access check at an additional charge if required. Goods that fail to fit into your property at point of delivery are your responsibility as we have no control over this. Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.

7.7 Furniture deliveries do not include installation, i.e. unpacking and assembling the goods. This does not include electrical installation or fitting to walls or ceilings. 

Furniture deliveries are to the front door only unless by arrangement.

 

8. RISK AND TITLE

8.1   Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges. 

8.2   The Products will be your responsibility from the time of delivery. 

 

9. CANCELLATION, RETURNS AND REFUND POLICY

9.1   We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section. 

Claims

9.2All our products are carefully inspected before delivery. The buyer should also inspect carefully all items at time of receiving the goods. Claims for damage and shortages must be notified to Craftsberg within two days and written notification received within seven days. We cannot accept responsibility for the non-arrival of notification within the specified time. Failure to make such claims within the specified time constitutes acceptance of the merchandise and quality thereof. Craftsberg may not accept claims for damage resulting from storage by the buyer or for damage resulting from accident, alteration or misuse after delivery. Also for dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations which Craftsberg has no control over. 

 Returns

9.3 Goods may only be returned after agreement, in writing between Craftsberg and the buyer. (The buyer is responsible for all carriage expenses and risk).
 

Right to cancel

9.4   You have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason. This does not apply to bespoke and made-to-order products Products. 

9.5  The order for bespoke Products can be cancelled within the time indicated in order confirmation. After that time no cancelation to bespoke products will be accepted.

9.6  Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order or bespoke.
Returns are at customers' own expenses. We advise you use an insured, signed for service.

9.7 All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.

9.8 Damaged / Faulty Items. We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact hello@craftsberg.com as soon as possible so that we can resolve it for you promptly.

9.9 Returned items must be in perfect condition. Please do not remove any tags or packaging. If an item is not in it’s original condition and packaging you will not be eligible for a refund. This excludes faulty items.

9.10 We cannot refund or exchange Bespoke or made-to-order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 2 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

9.11   The cancellation period will expire 7 days from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. 

 9.12   To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team at hello@craftsberg.com.

9.13   To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. 

Effects of cancellation

9.14   If you cancel your contract with us, we will reimburse you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

9.15   We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

9.16   We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. 

9.17   We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest. 

9.18   You are only liable for any diminished value of the Products resulting from the unfair/unreasonable wear and tear of the Products which is not necessary to establish the nature, characteristics and functioning of the Products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any Products we supply. 

Faulty or mis-described goods

9.19   We will refund you on through the payment method used by you to pay. 

How to return the Products 

9.20   You must return Products to us as soon as reasonably practicable to the addresses given by Craftsberg.

9.21   Unless the Products are faulty or were not delivered as described (in this case, see clause 9.12), you will be responsible for the cost of returning the Products to us including the cost of us collecting the Products from you.

9.22   You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original (or similar) packaging prior to returning the Products to us. 

9.23 Customers outside of the UK: Please ensure you clearly mark 'returned goods- no commercial value' on the parcel, as failing to do so may result in your parcel incurring import charges or being returned to you.

 

10. SALES PROMOTIONS

10.1   For time to time, we may run sales promotions or offer other incentives (“Promotions”) to purchase particular Products from us. 

10.2   The length of time the Promotion runs for, the conditions for qualifying for the Promotion and the Products which will be subject to the Promotion will be set at our discretion. 

10.3   Where different terms and conditions (from these Terms and Conditions of Sale) apply to the Promotion we will make them available to you before you purchase any Product which is subject to the Promotion. 

 

11. COMPETITIONS

11.1    For time to time, we may run competitions on our site. 

11.2   The length of time the competition runs for, the conditions for entry to the competition and the prizes for winning or taking part in the competition will be subject to our discretion. 

11.3   We will make the rules of any competition we run available to you before you participate in the competition. 

 

12. GIFT VOUCHERS AND DISCOUNT CODES

12.1   Gift vouchers can only be purchased online through our site. 

12.2   You may print the voucher yourself. 

12.3   Vouchers are valid for one year from the date of issue and cannot be extended. 

12.4   Only one discount code can be applied to any one order, this includes any promotional codes or offers. 

12.5   The value of any gift voucher you use will be deducted from the total cost of your order. If any balance remains to be spent from the gift voucher, it can be used on a future order. There is no minimum spend required and the gift voucher can be redeemed against any purchase including delivery charges. 

12.6   Gift vouchers can be purchased in fixed denominations from £25 to £200. 

12.7   Vouchers received as part of our refer a friend scheme must not be posted on consumer forums as they will be immediately invalidated. You cannot use your own refer a friend voucher to generate rewards. Any instance of this will result in the cancellation of that customer's rewards. 

12.8   If you have any difficulty redeeming your voucher or have any questions then please contact us for further assistance. 

 

13. OUR LIABILITY TO YOU

13.1   We are under a legal duty to supply Products that are in conformity with our contract with you. 

13.2   Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

13. 3  Craftsberg has no control over the dissatisfaction with colour, grain, veneering or texture of wood, marble and leathers because of natural variations.

13.4   If we fail to comply with a contract between you and us, we will be responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we will not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if the loss or damage was an obvious consequence of our breach or if the loss or damage was contemplated by you and us at the time we entered into the Contract. 

13.5   We do not in any way exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); (d) any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and (e) defective products under the Consumer Protection Act 1987. 

 

14. EVENTS OUTSIDE OUR CONTROL

14.1   We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including acts of god, fire, flood, severe weather, explosions, war (whether declared or not), acts of terrorism, industrial disputes (whether or not involving our employees), or acts of local or central Government or of any other competent authorities. 

 

15. RESOLVING DISPUTES

15.1   If you have a dispute with us relating to our contract with you, in the first instance please contact us at hello@craftsberg.com  and attempt to resolve the dispute with us informally. You can also write to us at: Complaints, Craftsberg, 81 Montgomery Court, St. Thomas Road, W4 3LA, London. 

15.2   In the unlikely event that we are not able to resolve the dispute informally, we will discuss with you the most effective way of resolving the dispute using mediation or arbitration based on the nature of the dispute. 

 

16. EACH OF THESE TERMS OPERATES INDEPENDENTLY

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

 

17. ENTIRE AGREEMENT

17.1   These Terms and Conditions of Sale setting out the written terms of our contract with you for the purchase of the Products. If part of these Terms and Conditions of Sale cannot be enforced then the remainder of these Terms and Conditions of Sale will still apply to our relationship. 

 

18. UPDATING THESES TERMS AND CONDITIONS

18.1   We may modify or update these terms and conditions from time to time for reasons including: (a) changes in how our business operates; (b) changes in the legal or regulatory requirements that we must comply with; or (c) changes in how we accept payment from you. 

18.2   Every time you order Products from us, the terms and conditions in force and available on our site at the time will apply to the Contract between us. 

 

19. RIGHTS OF THIRD PARTIES

19.1   Any Contract made between you and us is only made between you and us. No third party will have any rights to enforce any of its terms. 

 

20. TRANSFER OF OUR RIGHTS

20.1   We may transfer our rights and obligations under our contract with you to another organisation, and we will do our best to notify you if this happens, but this will not affect your rights or our obligations under the contract. 

 

21. LAW AND JURISDICTION

21.1   These terms and conditions are governed by English law. This means that a Contract for the purchase of Products made through our site and any dispute or claim arising out of or in connection with it will be governed by English law. 

21.2   You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Scotland, you may also bring proceedings in Scotland. 

 

22. CONTACTING YOU

22.1   If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order. 

 

23. CONTACT US

23.1  If you have any queries about these terms, please send us an email at hello@craftsberg.com (Mon – Fri: 8 am – 4 pm). We’ll be here to help.