Terms And Conditions

1. About these terms

1.1 What these terms cover

These terms and conditions apply when you purchase products from Den Living through our website at www.den-living.co.uk.

Please read these terms carefully before placing an order. They explain:

• who we are;
• how we accept and process orders;
• how products will be supplied and delivered;
• your right to cancel an order;
• how to return a product;
• what happens if there is a problem with a product; and
• other important legal information.

1.2 Why you should read them

These terms form a legally binding agreement between you and us when we accept your order.

Please read them before submitting an order and retain a copy for your records.

Nothing in these terms affects your statutory rights as a consumer.

1.3 Other policies

The following policies also apply to your purchase, where relevant:

• our Privacy Policy;
• our Cookie Policy;
• our Delivery Policy;
• our Returns Policy; and
• any measuring or product-care guidance displayed on our website.

If there is a conflict between these terms and another policy relating to an order, these terms will take priority.

1.4 Changes to these terms

We may update these terms from time to time. The terms that apply to your order will be those displayed on our website when you place your order.

We recommend checking this page before making a purchase.

2. Information about us

2.1 Who we are

www.den-living.co.uk is operated by Interior Hub Limited, trading as Den Living.

Interior Hub Limited is a company registered in England and Wales under company number 06775114.

Our registered office is:

Manor House
35 St Thomas’s Road
Chorley
Preston
Lancashire
PR7 1HP

Our trading and showroom address is:

Den Living
New Victoria Mills
Wellington Street
Bury
BL8 2AL

Our VAT registration number is GB 111978805.

2.2 How to contact us

You can contact our Customer Service team using the following details:

Telephone: 0800 1444 007
Email: info@den-living.co.uk

Customer Service opening hours:

Monday to Friday, 10:00am–5:00pm

2.3 How we may contact you

If we need to contact you about your order, we will do so by telephone, email or post using the contact details you provided when placing your order.

Please ensure the details you provide are complete and accurate and tell us promptly if they change.

2.4 References to writing

When these terms refer to “writing” or “written”, this includes email.

3. Who may place an order

3.1 Age requirement

You must be at least 18 years old to place an order through our website.

3.2 Consumer purchases

These terms are intended primarily for customers purchasing products for personal and domestic use.

If you are purchasing products wholly or mainly for business purposes, please contact us before ordering, as different terms may apply.

3.3 Information supplied by you

You must ensure that all information you provide when placing an order is complete, accurate and up to date.

You must be authorised to use the payment method supplied with your order.

3.4 Website accounts

If you create an account with us, you are responsible for keeping your login details and password confidential.

You must notify us promptly if you believe that somebody has accessed your account without permission.

We may suspend or close an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these terms.

4. Our products

4.1 Product descriptions

We take reasonable care to ensure that product descriptions, specifications, dimensions and prices displayed on our website are accurate.

Please contact us before ordering if you require further information about a product.

4.2 Product images and colours

Product images are provided for illustrative purposes.

Although we make reasonable efforts to display colours accurately, the colour shown on your screen may differ from the product’s actual colour because screens and display settings vary.

Natural materials such as wood, leather, marble and stone may have variations in colour, grain, texture, veining and finish. These natural variations are not normally considered defects.

Pattern placement may also vary between individual upholstered products.

4.3 Measurements

Unless expressly stated otherwise, product measurements are approximate.

You are responsible for checking that:

• the product will fit in its intended location;
• it can be safely transported through entrances, hallways, staircases and doorways;
• there is sufficient access for delivery;
• floors, walls and access routes are suitable; and
• any relevant building restrictions have been considered.

Please allow for skirting boards, radiators, bannisters, ceiling height, door frames, corners and other obstacles when measuring.

We are not responsible if a product cannot be delivered into your chosen room because access measurements supplied or checked by you were incorrect.

This does not affect your rights if we supplied the wrong product or if its actual measurements differ materially from the measurements stated on our website.

4.4 Product availability

All products are subject to availability.

We will not substitute a materially different product without obtaining your agreement.

4.5 Safety and intended use

Products must be assembled, installed, maintained and used in accordance with any instructions supplied with them.

Unless expressly described as suitable for commercial use, our products are selected and supplied for normal domestic use.

5. Made-to-order and personalised products

5.1 Made-to-order products

Some products are manufactured or prepared after an order is placed. The relevant product page will identify where a product is made to order.

Estimated production and delivery times will be displayed on the product page or otherwise confirmed to you.

5.2 Products made to your specifications

Products made to your individual specifications or clearly personalised for you may include:

• furniture made to measurements supplied or approved by you;
• products upholstered in fabric or leather specifically selected by you;
• products manufactured in a non-standard size, colour or configuration;
• personalised products; and
• fabric, wallpaper or other materials cut to a length requested by you.

You are responsible for checking all specifications, dimensions, colours, materials and other selections before confirming your order.

5.3 Changes to bespoke orders

Once production has started, we may be unable to change or cancel a product made to your specifications.

Please contact us immediately if you wish to request a change. We will tell you whether the change is possible and whether it will affect the price or estimated delivery date.

5.4 Cancellation rights

The statutory right to change your mind does not normally apply to products made to your specifications or clearly personalised for you.

This exception does not affect your rights if the product is faulty, damaged, misdescribed or does not conform to the agreed specification.

A product is not automatically excluded from cancellation rights merely because it was ordered from a supplier after you placed your order. The exclusion applies only where the product has genuinely been made to your specifications or clearly personalised.

6. Placing an order

6.1 How to place an order

You can place an order by following the checkout process on our website.

Before submitting your order, you will have an opportunity to review and correct the products, delivery details and other information shown.

By selecting the button confirming that the order involves an obligation to pay, you are offering to purchase the products shown in your order.

6.2 Order acknowledgement

After you place an order, we will send you an acknowledgement confirming that we have received it.

This acknowledgement does not mean that we have accepted your order.

6.3 Acceptance of your order

Our acceptance of your order takes place when we send you an email expressly confirming that the order has been accepted.

At that point, a contract will come into existence between you and us.

6.4 If we cannot accept your order

We may be unable to accept an order because:

• a product is unavailable;
• we cannot obtain authorisation for your payment;
• we have identified an error in the price or description;
• we cannot deliver to your address;
• a delivery restriction applies;
• you do not meet our eligibility requirements; or
• we reasonably suspect fraudulent or unlawful activity.

If we cannot accept your order, we will tell you and will refund any payment already taken for products we cannot supply.

6.5 Your order number

We will assign an order number to your order. Please provide this number whenever you contact us about that order.

7. Prices and payment

7.1 Product prices

The price payable will be the price displayed on our website when you place your order.

Unless stated otherwise, prices include VAT at the applicable UK rate.

7.2 Delivery charges

Delivery charges will be shown during checkout or otherwise confirmed to you before we accept your order.

7.3 Payment

We accept the payment methods displayed at checkout.

Payment must be made in pounds sterling.

Your payment provider may apply its own terms, exchange rates or charges. We are not responsible for charges imposed independently by your bank or payment provider.

7.4 Payment security

Payments are processed using secure payment services. We do not receive or store your complete payment-card details where the payment is processed by an independent payment provider.

7.5 Pricing errors

We take reasonable care to ensure prices are correct.

If the correct price is lower than the price displayed when you ordered, we will charge the lower amount.

If the correct price is higher, we will contact you before accepting the order and ask whether you wish to continue at the correct price.

If we accept an order where a pricing error is obvious and could reasonably have been recognised as an error, we may cancel the order, refund any payment made and require the return of any product supplied.

7.6 VAT changes

If the applicable rate of VAT changes between the date of your order and the date we supply the product, we may adjust the VAT payable unless you have already paid in full.

8. Changes to an order

8.1 Changes requested by you

If you wish to change an order, please contact us as soon as possible.

We will tell you whether the requested change is possible and whether it will affect:

• the product price;
• delivery charges;
• production time;
• the estimated delivery date; or
• any other relevant part of your order.

A requested change will not take effect unless we confirm it in writing.

8.2 Changes made by us

We may make minor changes to a product where necessary to:

• comply with legal or regulatory requirements;
• address a safety issue; or
• make a minor technical adjustment that does not materially affect the product’s appearance, quality or function.

If we need to make a significant change, we will contact you. You may then accept the change or cancel the affected product and receive a refund.

9. Delivery

9.1 Delivery information

Our Delivery Policy contains further information about delivery areas, services, charges and estimated timescales.

9.2 Delivery times

Any delivery date or timeframe given before we accept your order is an estimate unless we expressly agree that a particular date is essential.

We will deliver products without undue delay and normally within 30 days of accepting your order unless:

• a different timeframe is stated on the product page;
• the product is made to order;
• we agree a different timeframe with you; or
• an event outside our reasonable control causes a delay.

9.3 Arranging delivery

For larger items, we or our delivery provider may contact you to arrange a suitable delivery date.

You must ensure that:

• a responsible adult is present to accept delivery;
• the delivery team has safe and reasonable access;
• entrances and access routes are clear;
• fragile or valuable items are removed from the delivery route; and
• any required parking or access permission has been arranged.

9.4 Delivery address

We will deliver to the address supplied when you placed your order.

Please contact us immediately if the delivery address is incorrect. We cannot guarantee that an address can be changed after an order has been dispatched.

9.5 Failed delivery

If nobody is available to receive the product, our delivery provider may leave instructions explaining how to arrange another delivery or collection.

If you do not rearrange delivery, we may contact you for further instructions and may charge reasonable storage or redelivery costs actually incurred.

If we cannot contact you or arrange delivery after making reasonable efforts, we may end the contract and refund the price of the product, less any reasonable costs we are legally entitled to recover.

9.6 Access problems

If delivery cannot be completed because you did not provide accurate access information or the product cannot be moved safely through the available space, we may:

• leave the product at a safe and agreed location where appropriate;
• arrange redelivery;
• charge reasonable redelivery, storage or return costs; or
• cancel the affected part of the order.

We will discuss the available options with you before taking further action.

9.7 Delays outside our control

If delivery is delayed by an event outside our reasonable control, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect of the delay.

If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for products you have paid for but have not received.

9.8 When responsibility passes to you

A product becomes your responsibility when it is delivered into the physical possession of you or a person identified by you to receive it.

9.9 When ownership passes to you

You will own the product once we have received payment in full and the product has been delivered to you.

9.10 Inspecting deliveries

Please inspect products as soon as reasonably possible after delivery.

If a product appears damaged, incomplete or incorrect, please contact us promptly and provide photographs where reasonably requested.

Reporting damage promptly helps us investigate what happened, but it does not remove or reduce your statutory rights.

10. Your right to change your mind

10.1 Your cancellation period

For most products purchased online, you have a legal right to change your mind and cancel the contract without giving a reason.

The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the product.

If an order is delivered in separate instalments, the period ends 14 days after the day on which the final instalment is received.

10.2 How to cancel

To exercise your right to cancel, you must clearly tell us before the cancellation period expires.

You can contact us by:

Email: info@den-living.co.uk
Telephone: 0800 1444 007
Post: Den Living, New Victoria Mills, Wellington Street, Bury, BL8 2AL

You may use the cancellation form at the end of these terms, but you are not required to do so.

10.3 Products excluded from cancellation rights

The right to change your mind does not apply to:

• products made to your specifications;
• clearly personalised products;
• sealed products that are not suitable for return for health-protection or hygiene reasons if the seal has been broken after delivery; or
• any other product excluded from cancellation rights by law.

Your legal rights still apply if an excluded product is faulty, damaged, misdescribed or does not conform to the contract.

11. Returning products when you change your mind

11.1 Returning the product

If you cancel after a product has been delivered, you must return it to us without undue delay and no later than 14 days after telling us that you wish to cancel.

Before returning a product, please contact us for return instructions.

Returns should be sent to:

Den Living
New Victoria Mills
Wellington Street
Bury
BL8 2AL

Please do not return a large item without contacting us first.

11.2 Return costs

If you are returning a product because you have changed your mind, you are responsible for the direct cost of returning it.

For products that cannot normally be returned by post, we can provide an estimated collection cost before arranging collection.

If a product is faulty, damaged, misdescribed or supplied incorrectly, we will pay the reasonable cost of returning or collecting it.

11.3 Looking after products

You may inspect a product as you would reasonably be permitted to inspect it in a shop.

You are responsible for taking reasonable care of it while it is in your possession.

We may reduce your refund to reflect any reduction in value caused by unnecessary or excessive handling beyond what is reasonably required to establish the product’s nature, characteristics and functioning.

Where reasonably possible, products should be returned with their original packaging and accessories. A missing or opened package does not automatically remove your cancellation rights, although inadequate packaging may result in damage for which you could be responsible.

11.4 Proof of return

If you arrange the return yourself, you should obtain and retain proof of postage or collection.

12. Refunds following cancellation

12.1 What we will refund

If you validly exercise your right to change your mind, we will refund:

• the price paid for the returned product; and
• the cost of our least expensive standard delivery service, if you paid for delivery.

If you selected a more expensive delivery service, we are not required to refund the difference between that service and our least expensive standard option.

12.2 Deductions

We may make a lawful deduction for:

• a reduction in the product’s value caused by handling beyond what is reasonably necessary; and
• any other amount we are legally entitled to deduct.

12.3 How refunds are made

Refunds will normally be made using the same payment method used for the original purchase unless we agree otherwise.

12.4 Timing of refunds

We will make the refund without undue delay and no later than 14 days after the earliest of:

• the day we receive the returned product;
• the day you provide evidence that the product has been returned; or
• where no product was supplied, 14 days after the day you tell us that you wish to cancel.

We may withhold the refund until we receive the product or you provide evidence that it has been returned, whichever occurs first.

13. Faulty, damaged or misdescribed products

13.1 Our legal duty

We are under a legal duty to supply products that are:

• as described;
• of satisfactory quality;
• fit for any purpose made known to us and accepted by us; and
• in conformity with the contract.

Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

13.2 Summary of key legal rights

Your statutory rights may include:

• a short-term right to reject certain faulty goods within 30 days and receive a refund;
• a right to request a repair or replacement;
• in certain circumstances, a right to a price reduction or final rejection; and
• rights where a product does not last for a reasonable period.

These rights are subject to the applicable legal conditions and exceptions.

13.3 Reporting a problem

If a product is faulty, damaged, misdescribed or incorrect, please contact us using:

Telephone: 0800 1444 007
Email: info@den-living.co.uk

Please provide:

• your name and order number;
• a description of the problem; and
• photographs or other reasonable evidence, where possible.

13.4 Returning a rejected product

If you validly exercise a legal right to reject a product, you must make it available for collection or return it in accordance with our reasonable instructions.

We will pay the reasonable cost of returning or collecting a product that is validly rejected because it is faulty, damaged, misdescribed or incorrect.

13.5 Accidental damage and normal wear

We are not responsible for faults caused by:

• accidental damage after delivery;
• misuse or neglect;
• failure to follow care or assembly instructions;
• unauthorised alterations or repairs;
• normal wear and tear; or
• natural characteristics of materials that were properly described before purchase.

This does not affect your statutory rights where the product itself was faulty or did not conform to the contract.

14. Our right to end the contract

14.1 When we may end the contract

We may end the contract for a product by writing to you if:

• you do not make a payment when due;
• you do not provide information reasonably required to supply the product;
• you do not allow us to deliver the product within a reasonable time;
• you seriously or repeatedly breach these terms; or
• we reasonably believe the order involves fraud or unlawful activity.

14.2 Refunds if we end the contract

If we end the contract, we will refund payments made for products not supplied.

We may deduct or recover reasonable costs caused directly by your breach where the law permits us to do so.

14.3 Withdrawal of a product

We may stop supplying a product. If this affects an accepted order, we will notify you and refund any amount paid for the product that cannot be supplied.

15. Promotional offers and discount codes

15.1 Using a promotional code

A valid promotional code must be entered at checkout before the order is submitted.

15.2 Restrictions

Unless a promotion states otherwise:

• only one promotional code may be used per order;
• promotional codes cannot be exchanged for cash;
• promotional codes cannot be applied retrospectively;
• promotional codes must be used before their expiry date;
• promotional codes cannot be used with another offer; and
• promotional codes may exclude sale, clearance, outlet, bespoke or made-to-order products.

15.3 Promotion-specific terms

Additional conditions may apply to a particular promotion. These will be displayed with the relevant offer.

16. Our responsibility for loss or damage

16.1 Foreseeable loss

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of contract or our failure to use reasonable care and skill.

Loss or damage is foreseeable if it is obvious that it will happen or if, when the contract was made, both you and we knew it might happen.

16.2 Losses we do not exclude

Nothing in these terms excludes or limits our responsibility where it would be unlawful to do so, including responsibility for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights in relation to the products; or
• any other liability that cannot legally be excluded or limited.

16.3 Domestic use

We supply products under these consumer terms for private and domestic use.

If you use a product for a commercial, business or resale purpose without first agreeing business terms with us, we will not be responsible for business losses such as loss of profit, loss of business, business interruption or loss of business opportunity, except where the law does not permit that liability to be excluded.

17. Personal information

17.1 How we use your information

We will use your personal information to:

• process and fulfil your order;
• take and administer payment;
• arrange delivery, collection or returns;
• provide customer service;
• prevent fraud and protect our systems;
• comply with our legal and regulatory obligations; and
• send marketing communications where permitted by law.

17.2 Service providers

We may share information with payment processors, delivery companies, manufacturers and other service providers where this is reasonably necessary to fulfil your order or operate our business.

17.3 Privacy Policy

Further information about how we collect, use, store and protect personal information is provided in our Privacy Policy.

18. Intellectual property

All intellectual-property rights in our website and its contents are owned by us or licensed to us.

This includes the website’s text, photographs, graphics, logos, product descriptions, layouts and designs.

You may view and print website content for your own personal, non-commercial use.

You must not reproduce, distribute, alter, republish, sell or commercially exploit any part of our website without the prior written permission of the relevant rights owner.

19. Third-party websites

Our website may contain links to websites operated by third parties.

These links are provided for information and convenience only. We do not control third-party websites and are not responsible for their content, availability, security or privacy practices.

You should review the terms and policies of any third-party website before using it.

20. Complaints

20.1 Contacting us

If you have a concern or complaint about an order or product, please contact us:

Email: info@den-living.co.uk
Telephone: 0800 1444 007
Post: Den Living, New Victoria Mills, Wellington Street, Bury, BL8 2AL

Please include your name, order number and details of the complaint.

20.2 Handling your complaint

We will acknowledge and investigate complaints as promptly as reasonably possible and will aim to provide a clear response.

Your right to seek independent advice or use any legal remedy available to you is not affected.

21. Other important terms

21.1 Transfer of our rights

We may transfer our rights and obligations under the contract to another organisation.

If this happens, we will ensure that the transfer does not affect your rights under the contract.

21.2 Transfer of your rights

You may transfer your rights or obligations under the contract to another person only with our written agreement, except where the law gives you a right to transfer them without our agreement.

21.3 Third-party rights

The contract is between you and us. No other person has a right to enforce its terms, except where applicable law provides otherwise.

21.4 If part of the contract is unlawful

Each paragraph of these terms operates separately.

If a court or relevant authority decides that any provision is unlawful or unenforceable, the remaining provisions will continue in full force.

21.5 Delay in enforcement

If we delay taking action in response to a breach of these terms, that delay does not prevent us from taking action later.

21.6 Entire agreement

These terms and the policies expressly incorporated into them set out the agreement between you and us relating to your order.

Nothing in this clause limits responsibility for fraud or fraudulent misrepresentation.

21.7 Governing law and courts

These terms and the contract between you and us are governed by the law of England and Wales.

If you live in England or Wales, you may bring legal proceedings in the courts of England and Wales.

If you live in Scotland, you may bring legal proceedings in either the Scottish courts or the courts of England and Wales.

If you live in Northern Ireland, you may bring legal proceedings in either the Northern Irish courts or the courts of England and Wales.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel your contract.

To:

Den Living
New Victoria Mills
Wellington Street
Bury
BL8 2AL

Email: info@den-living.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale for the following products:

Order number:

Ordered on:

Received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s), if this form is submitted on paper:

Date: