Terms of service
OVERVIEW
This website is operated by Austin John Interiors. Throughout the site, the terms “we”, “us” and “our” refer to Austin John Interiors. Austin John Interiors offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy: [LINK TO REFUND POLICY]
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more details, please review our Refund Policy
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products and Services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy.
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.
You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Austin John Interiors, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Austin John Interiors and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at info@austinjohnltd.co.uk.
Our contact information is posted below:
Austin John Ltd
info@austinjohnltd.co.uk
Rualen, Mill Green Road, Pinchbeck, Spalding PE11 3PU
07939000388
Company Number: 07559045
VAT Number: 331076630
TERMS AND CONDITIONS OF SALE
Last updated: 27 August 2026
These Terms and Conditions of Sale apply to purchases made through the Austin John Interiors website.
Please read these Terms carefully before placing an order. By placing an order with us, you agree to these Terms.
Nothing in these Terms is intended to exclude, restrict or reduce any statutory rights available to you as a consumer.
1. ABOUT US
This website is operated by Austin John Ltd, trading as Austin John Interiors.
Austin John Ltd
Rualen
Mill Green Road
Pinchbeck
Spalding
PE11 3PU
United Kingdom
Company Number: 07559045
VAT Number: 331076630
Telephone: 07939 000388
Email: info@austinjohnltd.co.uk
Telephone calls are answered during our normal business hours of 9.00am to 5.00pm, Monday to Friday, excluding public holidays.
We aim to respond to emails as quickly as reasonably possible, normally within one working day.
2. APPLICATION OF THESE TERMS
These Terms apply to goods purchased from Austin John Interiors through our website.
Where we provide interior design, design consultancy, sourcing, project management or other professional services under a separate written agreement, those services may be subject to separate Terms and Conditions. Where there is any conflict, the separately agreed terms relating specifically to those professional services will take precedence.
These Terms are principally intended for customers purchasing as consumers.
A consumer is an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.
Different legal provisions may apply to customers purchasing wholly or mainly for business purposes.
3. USING OUR WEBSITE
You must not use our website:
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for any unlawful purpose;
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in a manner which infringes our intellectual property rights or those of another person;
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to transmit viruses, malicious software or harmful code;
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to attempt to gain unauthorised access to our systems;
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to interfere with the operation or security of the website; or
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to provide information which you know to be false, fraudulent or misleading.
We may suspend or restrict access to the website where reasonably necessary for security, maintenance or legal reasons.
4. PRODUCTS
We take reasonable care to ensure that photographs, descriptions, specifications, dimensions and other product information shown on our website are accurate.
However, please bear in mind that:
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colours may vary slightly depending upon lighting, photography and individual screen settings;
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natural materials may display variations in colour, tone, grain, veining, pattern or texture;
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handmade or artisan products may contain reasonable variations characteristic of their method of manufacture;
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timber, stone, marble, leather, ceramics, fabrics and other natural products may vary from one item to another; and
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dimensions may be subject to normal and reasonable manufacturing tolerances.
These natural or reasonable variations are not faults where they are inherent in the nature of the product and the product remains consistent with its description.
Nothing in this section affects your rights where goods are faulty, materially different from their description, not of satisfactory quality or otherwise fail to conform to the contract.
5. COLOUR, MATERIAL AND SAMPLE VARIATIONS
Where samples, photographs or swatches are supplied, these are intended to provide a reasonable representation of the product.
Exact colour, pattern and texture matching cannot always be guaranteed between:
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samples and finished products;
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different batches of natural materials;
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natural timber products;
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natural stone and marble;
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fabrics and textiles; and
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handmade products.
Where such variation is a natural characteristic of the material and has been appropriately described, it will not by itself amount to a defect.
6. MEASUREMENTS AND SUITABILITY
You are responsible for checking all product dimensions before placing your order and ensuring that the product is suitable for its intended location and purpose.
For furniture and larger items, you must check that there is sufficient access through or around:
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gates;
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paths;
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driveways;
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external doors;
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internal doors;
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corridors;
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staircases;
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lifts;
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landings; and
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the intended room.
You should also consider turning circles, ceiling heights and any other access restrictions.
Where a product has been ordered according to dimensions, specifications or other information supplied by you, you are responsible for ensuring that those details are correct.
We will not be responsible for additional costs resulting solely from inaccurate measurements or information supplied by you, unless those measurements formed part of a measuring service expressly provided by us.
7. PLACING AN ORDER
Placing an order through our website constitutes an offer by you to purchase the products in your order.
An automated acknowledgement confirming that we have received your order does not necessarily constitute our acceptance of it.
The contract between us will normally be formed when we confirm that your order has been accepted or dispatched.
For bespoke, personalised or special-order products, the contract may instead be formed when we confirm acceptance of the order or instruct our supplier or manufacturer to begin fulfilling it.
We reserve the right to decline an order before it has been accepted, including where:
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an item is unavailable;
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payment cannot be authorised;
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delivery cannot reasonably be made to your location;
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there is an obvious pricing or product-description error;
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we reasonably suspect fraudulent activity; or
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the order cannot lawfully be fulfilled.
If payment has already been taken for an order which we subsequently decline before a binding obligation to supply has arisen, the relevant payment will be refunded.
8. PRICES
Product prices will be displayed on our website.
Where applicable, prices include VAT.
Any unavoidable charges which apply to the purchase will be displayed to you as required by law.
Delivery costs will be shown separately where their amount depends upon the delivery location or method selected.
Optional services or extras will not be charged unless you have actively agreed to purchase them.
We reserve the right to alter prices for future orders at any time.
Once a contract has been formed, the price applicable to that contract will not be changed except with your agreement or where otherwise permitted by law.
9. OBVIOUS PRICING ERRORS
We take reasonable care to ensure prices are correct.
Occasionally, an obvious pricing error may occur.
Where we discover an obvious error before accepting or dispatching your order, we may cancel the affected order and refund any payment taken or contact you and offer the opportunity to purchase at the correct price.
Nothing in this provision permits us to alter an agreed price arbitrarily after a binding contract has been formed.
10. PAYMENT
Payment must be made using one of the payment methods offered at checkout.
You confirm that you are authorised to use the payment method supplied.
Products remain our property until payment has been received in full, although responsibility for risk in consumer goods passes in accordance with the delivery provisions below.
11. STANDARD DELIVERY CHARGES
Unless a product page or checkout clearly states otherwise, our standard delivery charges are as follows.
Mainland Great Britain
For orders of £200 or less:
£5 delivery
For orders over £200:
Free standard delivery
Northern Ireland
For orders of £200 or less:
£12 delivery
For orders over £200:
£10 delivery
Additional delivery arrangements or charges may apply to oversized, palletised, unusually heavy or specialist items.
Where an additional mandatory delivery charge applies, this will be disclosed before the customer becomes bound by the order.
Delivery charges and time will vary on special order products in dependant of Location, Size, and Avalibility.
12. DISPATCH
Unless stated otherwise on the individual product listing, we normally aim to dispatch stocked products within 2–5 working days.
Dispatch periods are estimates unless we have expressly agreed that a particular dispatch or delivery date is essential.
Made-to-order, bespoke, personalised and special-order products may have longer lead times. The relevant anticipated lead time will be provided on the product page, at checkout or separately before the order is confirmed.
13. DELIVERY
We use different courier and specialist delivery services depending upon the size, weight, value and nature of the product.
Where reasonably possible, we will provide dispatch confirmation and tracking or delivery information.
Unless a different delivery period has been expressly agreed, goods will be delivered within the period required by applicable consumer law.
We are not responsible for delays which are genuinely outside our reasonable control, but this does not affect any statutory right you may have where delivery is materially delayed or does not occur within the legally required period.
14. LARGE AND BULKY ITEMS
Large items may be delivered:
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on a pallet;
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through a specialist furniture delivery service; or
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using a man-and-van delivery service.
We may contact you following your order to arrange a suitable delivery date or delivery window.
You are responsible for ensuring adequate and safe access.
Unless expressly stated otherwise, standard delivery does not include:
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removal of doors or windows;
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dismantling existing furniture;
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lifting products over walls or balconies;
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specialist lifting equipment;
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installation;
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assembly;
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removal of existing products; or
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disposal of packaging.
Any additional service must be expressly agreed in advance.
15. DELIVERY ACCESS
You must ensure that the delivery location is reasonably accessible and safe.
The courier or delivery team may decline to undertake a manoeuvre where they reasonably consider that doing so would create a risk of:
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personal injury;
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damage to the product;
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damage to property; or
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damage to the delivery vehicle.
Where delivery cannot be completed because you have:
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provided incorrect delivery details;
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failed to disclose significant access restrictions;
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failed to provide access;
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ordered an item which cannot reasonably fit through the available access; or
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otherwise prevented delivery through circumstances within your reasonable control,
we may charge you the reasonable additional costs actually incurred in connection with storage, return transport or redelivery.
Any such charge will reflect our genuine additional costs and will not operate as a penalty.
16. FAILED DELIVERY AND REDELIVERY
Where delivery requires somebody to be present, you are responsible for ensuring that you or another authorised person is available at the agreed delivery address.
If delivery cannot be completed because nobody is available, or because of another circumstance within your reasonable control, the courier may:
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attempt redelivery;
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take the parcel to a collection point;
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return the item to its depot; or
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return it to us.
Where we incur an additional charge because of a failed delivery attributable to you, we reserve the right to recover the reasonable actual cost of arranging another delivery.
We will tell you about any redelivery charge before arranging the new delivery.
You will not be charged for redelivery where the failed delivery was caused by us or our delivery provider.
17. SAFE PLACES AND NOMINATED RECIPIENTS
Where you expressly instruct us or the courier to:
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leave a parcel in a specified safe place;
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leave it with a particular neighbour;
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deliver it to another address; or
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hand it to another person nominated by you,
you accept responsibility for that delivery arrangement once the parcel has been delivered in accordance with your instructions, to the extent permitted by law.
We are not responsible for theft or loss occurring after delivery has been correctly completed in accordance with a safe-place or nominated-recipient instruction expressly provided or approved by you.
If the courier leaves goods somewhere that you did not authorise, this provision does not remove your statutory rights against us.
18. RISK DURING DELIVERY
Where we arrange the courier, goods remain at our risk until they come into the physical possession of:
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you; or
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another person identified by you to receive them.
If goods are lost or damaged before that point, please contact us rather than pursuing the courier directly.
Where the courier is responsible for the loss or damage, we reserve the right to pursue the courier or its insurer separately.
Our ability to recover losses from the courier does not reduce any statutory rights you have against us.
If you independently arrange a carrier which was not offered by us as a delivery option, risk may pass when we hand the goods to that carrier, in accordance with applicable law.
19. RECEIVING AND CHECKING YOUR ORDER
Please inspect your delivery as soon as reasonably possible.
Where packaging is visibly:
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crushed;
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torn;
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pierced;
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wet;
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opened; or
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otherwise significantly damaged,
please, where reasonably possible:
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photograph the package before opening it;
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make a note on the courier's delivery record;
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photograph the shipping label;
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photograph the product after opening; and
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retain the packaging while the matter is investigated.
Signing a courier's delivery record does not remove statutory rights you otherwise have.
20. DAMAGE IN TRANSIT
If goods arrive damaged, please notify us as soon as reasonably possible and preferably within 48 hours of delivery.
Contact:
info@austinjohnltd.co.uk
Please provide:
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your full name;
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order number;
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details of the affected product;
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photographs of the damage;
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photographs of the external packaging;
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photographs of the internal packaging where relevant;
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photographs of the courier label; and
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any other information reasonably necessary for us to investigate the claim.
The 48-hour request is intended to enable us to investigate promptly and pursue any courier claim.
Failure to notify us within 48 hours does not by itself remove any statutory consumer right you otherwise have.
21. RETAINING PACKAGING FOLLOWING DELIVERY DAMAGE
Where a product arrives damaged, please retain:
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the original box;
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protective inserts;
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wrapping;
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pallet;
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labels; and
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other relevant packaging
until we confirm that it may be disposed of.
The courier or insurer may reasonably require photographs or inspection of that packaging when investigating transit damage.
Where packaging has already been discarded, we will consider the evidence reasonably available.
We will not refuse a statutory remedy solely because original packaging is unavailable where doing so would unlawfully restrict your consumer rights.
22. DAMAGE CAUSED BY THE CUSTOMER
We are not responsible for damage or deterioration caused after delivery by:
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accidental damage;
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deliberate damage;
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misuse;
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neglect;
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failure to follow product-care instructions;
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incorrect assembly;
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incorrect installation by you;
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installation by an independent contractor not appointed by us;
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modification or alteration;
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unauthorised repair;
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inappropriate cleaning products;
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inappropriate cleaning methods;
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improper storage;
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abnormal humidity or moisture;
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exposure to heat or sunlight contrary to product-care requirements;
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excessive loading;
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failure to maintain the product appropriately; or
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normal wear and tear.
Where inspection establishes that damage was caused by the customer or another person after delivery, rather than by an inherent defect in the product, we will not be responsible for providing a remedy which applies only to faulty goods.
Nothing in this provision affects your rights in relation to a fault which existed when the goods were supplied.
23. CHANGE-OF-MIND CANCELLATION FOR ONLINE ORDERS
If you are a consumer who has purchased eligible goods online, you normally have a legal right to change your mind.
You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.
Where an order is delivered in several separate deliveries, the cancellation period will normally run from receipt of the final item forming part of that order.
To cancel, email:
info@austinjohnltd.co.uk
You do not have to give a reason.
You may also use the model cancellation form at the end of these Terms.
24. RETURNING GOODS AFTER CANCELLATION
Once you have notified us that you are cancelling an eligible order, you must return the goods without undue delay and no later than 14 days after telling us that you wish to cancel.
Unless the goods are faulty, incorrectly supplied or we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods.
For larger products which cannot normally be returned by post, the applicable or estimated collection/return cost must be made available to you before purchase where required by law.
Please contact us before arranging a return of furniture, fragile goods, mirrors, lighting or other large products.
25. RETURN PACKAGING
For non-faulty returns, products should be returned:
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securely packaged;
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with all accessories, components and instructions supplied with them; and
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protected appropriately against damage during return transport.
We strongly request that you use the original box and packaging wherever reasonably possible, because it is normally specifically designed to protect the product.
Where the original packaging is unavailable, you must use suitable alternative packaging which provides an equivalent level of protection.
You are responsible for damage occurring during return transit where that damage results from inadequate packaging or another failure by you to take reasonable care of the goods.
Original packaging is not, however, an absolute condition of exercising a statutory right where imposing such a requirement would be unlawful.
26. CONDITION OF CHANGE-OF-MIND RETURNS
You may inspect an online purchase in the same way that you could reasonably inspect it in a physical shop.
You must not handle or use the product beyond what is reasonably necessary to establish its:
-
nature;
-
characteristics; and
-
functioning.
Where your handling goes beyond what would reasonably be permitted in a shop and reduces the value of the product, we are entitled to make a deduction from the refund reflecting the actual reduction in value, where permitted by law.
Examples may include:
-
scratching;
-
staining;
-
breakage;
-
excessive use;
-
inappropriate assembly;
-
installation;
-
modification;
-
marking;
-
exposure to smoke or strong odours;
-
missing components; or
-
damage caused during return transport because of inadequate packaging.
Where customer damage has genuinely reduced the value of a product significantly, the lawful deduction may also be significant.
Any deduction will be based upon the actual loss in value rather than an arbitrary administration charge.
27. GOODS DAMAGED BY THE CUSTOMER
A customer cannot treat damage which they have caused after delivery as though it were a defect for which Austin John Interiors is responsible.
Where a returned item has been:
-
damaged by the customer;
-
used excessively;
-
altered;
-
incorrectly installed;
-
broken through misuse; or
-
damaged because it was inadequately packaged for return,
we may reject a claim that the product itself was inherently faulty where the evidence supports that conclusion.
For a valid online change-of-mind cancellation, we may instead reduce the refund by the lawful amount representing any diminished value caused by handling beyond what was reasonably necessary.
Nothing in this clause permits us to refuse a remedy for a genuine pre-existing fault.
28. SALE AND CLEARANCE ITEMS
Products purchased in a sale, promotion or clearance event retain all statutory consumer rights.
This means that statutory rights relating to:
-
faulty goods;
-
misdescribed goods;
-
goods that do not conform to the contract; and
-
eligible online cancellation rights
continue to apply to sale products.
Where Austin John Interiors offers a voluntary returns policy which goes beyond your statutory rights, we reserve the right to exclude sale or clearance products from that additional voluntary policy, provided this is made clear before purchase.
This does not affect statutory rights.
29. BESPOKE, PERSONALISED AND SPECIAL-ORDER PRODUCTS
The statutory change-of-mind cancellation right does not apply to goods which are genuinely:
-
made to your specifications; or
-
clearly personalised,
where the applicable legal exemption applies.
This may include, depending upon the particular order:
-
made-to-measure curtains or blinds;
-
specially sized furniture;
-
customised upholstery;
-
personalised products;
-
products manufactured to measurements supplied by you; and
-
products manufactured to a unique specification specifically selected for you.
A product is not automatically excluded from cancellation rights merely because it is described as "special order" or "made to order".
The exemption will only be relied upon where the product genuinely falls within the legal exemption.
Once a bespoke or personalised order has been accepted and manufacture or procurement has begun, it may therefore be impossible to cancel simply because you have changed your mind.
This restriction does not apply where the product is faulty, incorrectly supplied, not as described or otherwise fails to conform to the contract.
30. BESPOKE ORDER APPROVALS
Where you are asked to approve:
-
measurements;
-
dimensions;
-
fabric;
-
finish;
-
colour;
-
specification;
-
layout;
-
drawings; or
-
other product details,
you are responsible for checking them carefully before providing approval.
Once approved and manufacture or procurement has commenced, changes may not be possible.
Where we agree to a requested change, you may be responsible for any reasonable additional cost arising from that change.
We will advise you of such additional costs before proceeding where reasonably practicable.
31. FAULTY GOODS
Goods supplied by us must meet the requirements of applicable consumer law.
This includes requirements that goods are, where applicable:
-
of satisfactory quality;
-
fit for a particular purpose made known to us; and
-
as described.
If your goods do not conform to the contract, you may have statutory rights to:
-
reject the goods;
-
receive a repair;
-
receive a replacement;
-
receive a reduction in price; and/or
-
receive a refund,
depending upon the circumstances.
Nothing in these Terms restricts those rights.
32. THE FIRST 30 DAYS — FAULTY GOODS
Consumers will normally have a statutory short-term right to reject goods which do not conform to the contract during the applicable 30-day period.
Where you believe a product is faulty, please contact us promptly and provide reasonable evidence of the problem.
Where appropriate, we may ask to inspect the goods or obtain photographs or video in order to determine the nature of the fault.
We will not delay an investigation unnecessarily.
33. FAULTS ARISING AFTER 30 DAYS
Where the statutory short-term right to reject has expired, you may have rights to a repair or replacement.
Further statutory remedies may apply where:
-
repair is impossible;
-
replacement is impossible;
-
the remedy has not been completed within a reasonable time;
-
the remedy causes significant inconvenience; or
-
a repair or replacement does not resolve the problem.
Nothing in these Terms replaces or limits those statutory remedies.
34. INSPECTION OF ALLEGED FAULTS
Where the cause of damage or an alleged fault is unclear, we may reasonably inspect the product before deciding upon the appropriate remedy.
We may ask you for:
-
photographs;
-
video;
-
details of how the product has been used;
-
installation information;
-
care and maintenance information; or
-
other evidence reasonably relevant to the issue.
If reasonable inspection demonstrates that the damage was caused after delivery by misuse, accident, incorrect installation or another circumstance for which we are not responsible, we may decline a remedy which is available only for inherently faulty goods.
35. REFUNDS
Where you are legally entitled to a refund following cancellation of an online order, we will issue the refund without undue delay and within the statutory deadline.
For eligible change-of-mind cancellations, we will normally aim to process the refund within 7 days of the returned goods being received, but in all cases will comply with the applicable statutory deadline.
Under the Consumer Contracts Regulations, this will generally be no later than 14 days after we receive the goods back or, where applicable, receive evidence that you have returned them, whichever occurs first.
For a valid refund arising from faulty goods under the Consumer Rights Act, a refund will be provided without undue delay and, in any event, within the applicable statutory period after we agree that you are entitled to it.
Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree otherwise.
Once issued by us, the time taken for the funds to appear in your account may depend upon your bank or payment provider and is outside our direct control.
We do not charge an administration fee for making a statutory refund.
36. ORIGINAL DELIVERY COSTS ON CANCELLATION
Where required by law, a valid cancellation of an eligible online order will include reimbursement of the standard delivery charge paid by you.
Where you selected a more expensive delivery option than our least expensive standard service, we are not required to reimburse the additional cost of that premium service.
37. COST OF RETURNING FAULTY GOODS
Where goods are legitimately rejected because they are faulty, misdescribed or otherwise fail to conform to the contract, we will meet reasonable return costs where required by law.
You should contact us before arranging an expensive courier or specialist collection so that an appropriate return method can be agreed.
We will not be responsible for unnecessarily excessive return costs voluntarily incurred where an appropriate and less expensive return method was reasonably available.
38. OUT-OF-STOCK PRODUCTS
Stock availability displayed on our website is updated regularly, but occasionally an item may become unavailable after an order has been placed.
If this happens, we will contact you as soon as reasonably practicable, normally within one working day of becoming aware of the issue.
We may provide:
-
an estimated restock date;
-
an alternative product; or
-
the option to cancel.
You will always be free to decline an alternative product.
Where we cannot supply the ordered product and you choose to cancel, any payment relating to that product will be refunded.
39. INTERNATIONAL DELIVERY
International delivery is not offered as a standard checkout option.
If you require delivery outside our normal UK delivery areas, please contact us at:
Telephone: 07939 000388
Email: info@austinjohnltd.co.uk
We may be able to arrange international delivery on an individual basis.
Any additional delivery charges, taxes, customs charges, duties or other costs will be explained or addressed before the order is accepted where reasonably ascertainable and legally required.
Separate local consumer, customs and tax laws may apply to international orders.
40. EVENTS OUTSIDE OUR REASONABLE CONTROL
We will not be responsible for failure or delay caused by circumstances genuinely outside our reasonable control.
These may include:
-
severe weather;
-
flood;
-
fire;
-
natural disasters;
-
widespread transport disruption;
-
industrial action affecting third parties;
-
major utility or communications failures;
-
government restrictions;
-
border disruption; or
-
other exceptional events which we could not reasonably prevent.
If such an event materially affects your order, we will take reasonable steps to contact you and minimise the effect.
Nothing in this provision removes a statutory right to cancel or obtain a refund where the law provides one.
41. THIRD-PARTY WEBSITES AND SERVICES
Our website may contain links to websites or services operated by third parties.
We are not responsible for the content, availability or privacy practices of independent third-party websites.
Where you enter into a separate transaction directly with a third party, that transaction will normally be governed by the terms applicable between you and that third party.
This provision does not apply where the third party is acting as our agent or subcontractor in fulfilling obligations which remain legally ours.
42. INTELLECTUAL PROPERTY
Unless otherwise stated, the content of this website, including:
-
text;
-
branding;
-
photographs;
-
illustrations;
-
graphics;
-
layouts; and
-
design content
belongs to Austin John Ltd or is used by us under licence.
You may not reproduce, commercially exploit or redistribute our protected website content without our prior written consent except where permitted by law.
43. PERSONAL INFORMATION
Personal information supplied through our website will be handled in accordance with our Privacy Policy and applicable data protection legislation.
Please refer to our Privacy Policy for further information regarding the collection, use, retention and disclosure of personal data.
44. WEBSITE AVAILABILITY
We take reasonable steps to keep the website available and accurate but cannot guarantee uninterrupted access at all times.
Access may occasionally be interrupted for:
-
maintenance;
-
security;
-
technical problems; or
-
circumstances outside our reasonable control.
We are not responsible for temporary website unavailability where we have exercised reasonable care and the interruption was outside our reasonable control.
45. OUR LIABILITY TO CONSUMERS
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
In particular, nothing excludes or restricts liability for:
-
death or personal injury caused by our negligence;
-
fraud or fraudulent misrepresentation;
-
breach of statutory rights relating to goods;
-
liability for which exclusion is prohibited by law; or
-
any other liability which cannot lawfully be excluded.
Subject to those protections, we will not be responsible for loss or damage resulting from:
-
misuse of a product;
-
customer negligence;
-
accidental customer damage;
-
failure to follow instructions;
-
incorrect information supplied by the customer;
-
unauthorised alterations;
-
installation undertaken by an independent third party not appointed by us;
-
use of products for a purpose for which they were not reasonably intended; or
-
normal wear and tear.
We are responsible for losses which are a reasonably foreseeable consequence of our breach of contract or failure to exercise the standard of care required by law.
46. BUSINESS LOSSES
Products sold through our consumer website are primarily supplied for private and domestic use.
Where you purchase as a consumer, we are not responsible for:
-
loss of business;
-
loss of profit;
-
loss of revenue;
-
loss of anticipated savings;
-
loss of business opportunity; or
-
business interruption
arising from use of products for commercial or business purposes where such use was outside the purpose for which the goods were supplied.
47. BUSINESS CUSTOMERS
If you purchase goods wholly or mainly for purposes relating to your trade, business, craft or profession, you will not be treated as a consumer for the purposes of consumer cancellation legislation.
Different statutory rules, including relevant provisions of the Sale of Goods Act 1979 and Unfair Contract Terms Act 1977, may apply.
To the extent permitted by law and subject to the statutory reasonableness requirements applying to business contracts:
-
we will not be liable for indirect or consequential business loss;
-
we will not be liable for loss of profit, revenue, contracts or business opportunity; and
-
our aggregate contractual liability relating to the affected goods will ordinarily be limited to the price paid for those goods.
Nothing in this provision excludes liability for:
-
death or personal injury caused by negligence;
-
fraud or fraudulent misrepresentation;
-
title to goods;
-
or another liability which cannot lawfully be excluded or restricted.
Where a separate written trade or business agreement has been entered into, that agreement will take precedence over this section.
48. COMPLAINTS
If you are dissatisfied with an order or our service, please contact us:
Austin John Interiors / Austin John Ltd
Rualen
Mill Green Road
Pinchbeck
Spalding
PE11 3PU
Email: info@austinjohnltd.co.uk
Telephone: 07939 000388
Please provide:
-
your name;
-
order number;
-
contact details;
-
details of the issue; and
-
any relevant photographs or documents.
We will investigate complaints fairly and within a reasonable period.
49. SEVERABILITY
If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary.
The remaining provisions will continue in force.
50. WAIVER
If we do not immediately exercise a right or remedy available under these Terms, this does not mean that we have waived that right.
51. ENTIRE AGREEMENT
These Terms, together with:
-
the product description;
-
order confirmation;
-
applicable delivery information;
-
Privacy Policy; and
-
any other terms expressly incorporated into the contract
form the agreement relating to your purchase.
This provision does not exclude statements or representations which the law requires us to honour and does not exclude liability for fraud or fraudulent misrepresentation.
52. CHANGES TO THESE TERMS
We may amend these Terms from time to time to reflect:
-
changes in law;
-
changes to our business;
-
changes to our delivery arrangements; or
-
changes to our website and services.