Terms & Conditions

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Brook House Trading ltd, a company registered in England and Wales. Our company registration number is 4698944 and our registered office is at 5 Reading Road, Henley on Thames, RG9 1AB.

2.2 How to contact us. You can contact us by calling us on 01491 628984 or by writing to us at sales@brookhouseinteriors.com

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 'Writing' includes emailsWriting includes emails these terms, this includes emails.

3. OUR CONTRACT WITH YOU

3.1 How we will accept your order. Our acceptance of your order will take place by way of signed order form in store, or when we email you to accept it when your order is over the phone. At this point, a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures (website). The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2 Materials used. As our products are made from high quality materials, they may have natural characteristics which are not considered a defect. This includes variations in shade, texture, colour or grain. Although we make every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website have a +/- 5% tolerance

4.3 Making sure your measurements are accurate. You are responsible for ensuring that the measurements of product are fit for your purposes and are capable of being delivered and installed at the requested delivery address. If you decide to cancel the order clause 10 will apply. If your product cannot be delivered re-delivery charges will apply. These will be the same as the first delivery fee. If we have to enrol specialist help to dismantle the sofa or take the sofa through windows etc this will incur a separate and new delivery fee..

5. YOUR RIGHT TO MAKE CHANGES

5.1 You have a 2 days cooling off period, and after this timeframe you will not be able to make changes to your order without incurring additional costs. Within 2 days please contact us and tell us that you would like to make a change to the product you have ordered. We will place your order on hold and tell you if the change is possible.

5.2 After 2 days it is still possible to change your order but an administration charge of 10% of the retail value of the product will apply. Your order will be cancelled and a new order will be placed for you and new lead times would apply

6.3 Changes cannot be made after delivery has taken place.

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to the products. We may make minor changes to the product when they do not affect the quality or substance of the product, for example; to reflect changes in relevant laws and regulatory requirements (We will keep you informed in this respect).

6.2 More significant changes to the products and these terms. In addition to the description of the product, we may make the material changes to the product; for example, substitute the padding of any sofas for higher quality. If we do intend on making any material changes to the product, we will notify you and you may then contact us to end the contract and receive a refund for any products paid for but not received.

7. DELIVERY AND INSTALLATION

7.1 Our standard delivery charge is £95 for 1 item. Each additional item will be charged at £30.

7.2 It is the responsibility of the customer to inform Brook House, at the time of ordering your furniture, of any difficulties that maybe encountered when delivering to your property.

(a) Safe access to the room of choice must be considered, ensuring the route is clear. Brook House are only responsible for delivery to your front door. Any cost incurred, affecting the delivery, will not be the responsibility of Brook House. This includes doors or window removal.

7.3 As much as we would like it to be otherwise, we can not be held responsible for any damage found on your furniture after delivery if you do not allow us to unwrap it for your inspection. We will contact you to notify you when your Products are due to be available and will arrange a time and date for delivery to the address specified by you. We will also provide you with a telephone number that you may call the day before your agreed delivery date to receive confirmation of the two-hour time slot within which your order should arrive.

7.4 During peak delivery times (November & December) we ask that you accept the first date offered to you by our delivery company. Failure to agree to this date will negate any further guarantees regarding the timing of your delivery. During these high volume periods, delivery slots can not be guaranteed due to limited availability

7.5 Your order will be fulfilled by the delivery date set out in the Order Confirmation unless there are exceptional circumstances. Occasionally a delivery date may be postponed. This may occur for various reasons for example material shortages, import delays, higher than anticipated demand for a product, adverse weather conditions or vehicle breakdown. We will keep you informed if a postponement is necessary and discuss revised timescales with you. We are not liable for any charges you may incur due to delayed or cancelled deliveries.

7.6 If you are unable, for whatever reason, to take delivery of your Products on the confirmed delivery date, or cancel the delivery less than 48 hours in advance, we reserve the right to charge you an additional £105.00 for any subsequent deliveries.

7.7 We are normally unable to store items for longer than 3 weeks after the due delivery date (free of charge) in our warehouse but in exceptional cases we can keep items for a further 2 weeks at a charge of £20 per item per week

7.8 If we accidentally damage a Product in the course of delivery, then our liability for that damage is limited to the repair or replacement of that Product or for a refund of your purchase price.

7.9. Time of delivery of a Product is not of the essence in this agreement.

7.10. We endeavour to ensure that our delivery team are polite and exercise all reasonable skill and care in delivering the Product to you and in its assembly. To the fullest extent permitted by law we shall not be liable to you for any accidental damage to your property or person resulting from our delivery of the Products.

7.11 The delivery service provided by us is to a room of your choice. We will also remove the packaging from the Product to enable you to inspect the Product. A signature will be required to acknowledge delivery and that the Product is in perfect condition. The signature of the person accepting delivery at the delivery address will be proof that you or the person to whom the order is addressed has received delivery and of the condition of the Product at the time of delivery.

7.12 You must check the condition of the Products upon delivery and inform the delivery carrier of any defects or problems with the Products at that time. The delivery carrier will direct all queries at this stage to us and we will endeavour to agree a means of curing such defects or problems with you. If you choose not to have the Products unwrapped at the time of delivery, we do not accept responsibility for any defects or problems that would have been revealed by a proper check of the unwrapped Products upon delivery.

8. CANCELLATIONS & AMENDMENTS OF ORDERS

8.1 Goods made to the consumer’s specifications or clearly personalised (made to measure) cannot be cancelled, refunded, or exchanged. However, in certain circumstances, and entirely at our discretion, we may issue a credit towards a new purchase. If an order is accepted for return, a restocking fee of 35% will apply, with the remaining 65% issued as a credit note towards a future purchase. Refunds will not be provided in any case.

8.2. Distance Selling Regulations do not apply to a Product that is made or assembled especially for you ("made to measure"). Therefore once we have accepted an order from you that is for a made to measure Product, you do not have the right to cancel it, though we may do so with the incurrence of a 35% restocking fee. This is entirely at our discretion.

8.3. To cancel a Contract, you must inform us in writing or by telephone and we will confirm cancellation, terms and details by email. You must also contact us as soon as possible (but in any event within the 7 days) of receipt of your order. We will make arrangements to collect the furniture as soon as possible after you notified us. Products must be returned to us in the same condition in which you received them.You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right to retain the purchase price of the Product or a reasonable percentage of the purchase price as compensation for any damage to the Products and for our additional costs incurred.

8.4 Prior to ordering please check the dimensions of the Product(s) you are proposing to order to ensure they will fit into your chosen location for them.

9. ENDING YOUR CONTRACT

9.1 If what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back) – see clause 14 - , in which case we will pay the cost of return.

9.2 Ending the contract because of something we have done or are going to do . If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2);

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(d) you have a legal right to end the contract because of something we have done.

9.3 Ending the contract where we are not at fault and there is no right to change your mind . Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract is completed when the product is paid for and delivered.

10 IF THERE IS A PROBLEM WITH THE PRODUCT

10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone us on 01491 628984 or contact us at sales@brookhouseinteriors.com

10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, for example furniture, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

up to 30 days: if your goods are faulty, then you can get an immediate refund.
up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

11. PRICE AND PAYMENT

11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the sofa information pages. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.

11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3 What happens if we got the price wrong. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

11.4 When you must pay and how you must pay. We accept payment by all credit and debit cards. You will pay a deposit of 50% on order and the balance is required prior to delivery.

16. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

16.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

16.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

16.4 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

17 WOODEN FRAME LIFETIME GUARANTEE

17.1 The guarantee described in clause 17.2 below applies in addition to your legal consumer rights. This guarantee applies to all sofas purchased after 1st March 2026. This guarantee also does not cover items used for rental or commercial purposes. Please note this guarantee applies to furniture based in mainland UK only.

17.2 All upholstered Products carry a lifetime guarantees against structural damage as a result of warpage and/or breakage of frames.

(a) Feet: within 1 year of purchase if there is an issue, will look into the problem.

(b) Fabric: if the customer believes there is a fault this will only be looked at within 1 year of purchase.

In the event of a claim under this guarantee being made against your Product the following will apply:

(a) We will require proof of purchase.

(b) We will either arrange a visit to inspect the products or arrange for collection of your Product at our cost and will carry out an inspection; If there is a genuine fault with the product that is due to faulty workmanship we will either repair the Product or provide you with a replacement. In the event of a replacement, you may select an alternative product but you will be liable to pay any difference in price.

17.3 The guarantee may not be transferred.

17.4 The guarantee does not cover fair wear and tear, neglect, abuse or misuse of your Product, loss or damage (including rusting and corrosion) due to unreasonable exposure to water or weather; loss or damage due to fire, smoke, explosion, lightning, sunlight, infestation by animals or boring insects (i.e moths), or theft, or accidental damage or loss caused by a third party.

17.5 We will not be liable for any direct or indirect loss of profits or other financial loss or damage arising out of defective, damaged or wrongly delivered Products, over and above the value of the Products themselves. This does not affect your statutory rights.

The guarantee is limited to upholstered Products sold and retained in the United Kingdom mainland, and used solely for private and domestic purposes.