Terms & Conditions


Online Terms & Conditions of www.quercusliving.co.uk

By using or accessing our website and/or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use or access our website or place orders.

These terms relate to sales over the Internet and by telephone or by any other means with quercusliving.co.uk

The contract made by you on-line with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions, proposed by you.

We advise that you should not proceed with your purchase until you have read and agreed to these terms and conditions.

A. Product Specifications

A.1 All our furniture is made from quality natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our furniture you are buying handmade furniture where varying degrees of distressing is generally applied. This is very much intended and makes each piece totally individual as desired by the craftsmen. We sell some ranges which are rustic designs with varying degrees of distressing from piece to piece; this may involve wood splits, wood filling, knots, purpose distress/scratch marks, antiquing etc. Certain degrees of filler will be used on Indian, sheesham and oak furniture, this is common and very much part of the manufacturing process. Due to changes in atmosphere and humidity levels in different seasons of the year, you may occasionally get movement or splitting occurring in solid wood furniture, these can be rectified by using appropriate wood filler and stains. Please note that our Indian items are usually of a very rustic nature and a heavy distressing is usually applied, this may appear as a dulling or rubbing effect to the waxed finish, knotty and grainy woods are used, this is as intended by the supplier. Sheesham wood, which is used in the Jali and Cuba Sheesham ranges is characterised by contrasting light and dark wood tones. The variety and patterning of the tones is unique to each piece and this is very much part of the natural appeal of these rustic pieces.

A.2 Painted furniture has small shakes and indentations in our paint finishes are perfectly normal and not classed as faults, please remember that in most cases the paint is covering wood and so is likely to sink into air pockets in the timber. Over time and in heated environments the timber will flex this might cause a small amount of cracking on the joints which is perfectly normal.

A.3 Although every care is taken to ensure our products are able to handle temperature and humidity changes, the conditions of your premises can affect the wooden products you buy from us. Your items can experience small movements and cracks as it adjusts - this is not a fault, but a natural occurrence within the fibres of a natural product.

A.4 Leather products are made from quality natural leather and accordingly they may not be uniform in colour or texture. Only the finest hides are selected but they will show natural marks and blemishes on the hide.

A.5 The majority of our products are sold fully assembled, however on occasions certain pieces will need minimal assembly, this has been deemed fit to protect the item in carriage.

A.6 We endeavour to display as accurately as possible the colours of our products that appear on the website. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and camera lighting can affect the colouring of items in a picture. Similarly natural wood colour can vary from tree to tree and an exact colour match for solid wood products cannot be guaranteed.

A.7 Made to order items are made to the specification listed on the product page or to sizes and specifications agreed with you for made to order items.

A.8 We recommend you use felt pads to avoid surface scratches or damages to floors and carpets

B. Measurements

B.1 We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please email ahead if a small change in size may deem the item unusable when it arrives.

B.2 All dimensions specified by us are approximate.

C. Prices
C.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.

C.2 The prices displayed on the website are for on-line purchases and promotions only and are not transferable to sales through any other means.

C.3 The prices displayed on the website in relation to any on-line promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.

C.4 We will not be bound to honour any online listed prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a refund will be offered.

C.5 All price match requests must be made before an order is placed. We reserve the right not to uphold the price promise if doing so would result in quercusliving.co.uk making a loss. Prices found on auction sites such as eBay and from non-UK based companies are excluded from the price match.

D. Payment

D.1 You must pay by credit card, charge card, bank transfer or debit card at the time of ordering. The price of any product is the price in force at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website will be correct; that the credit charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your credit charge or debit card details before accepting your order.

D.2 Payment will be taken in full at the time of the order even if the item(s) is out of stock.

D.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your valid credit card charge or debit card payment details or you have paid by bank transfer, we have accepted your on-line order and sent you confirmation of receipt of your order by return e-mail to the address you have given us during the registration procedure and upon completion of the above steps we have dispatched your order to you.

D.4 We are entitled to refuse any order placed by you.

D.5 All credit and debit card payments are made through a secure ePayment system. No financial information is kept with our company. If you purchase multiple products on different days you will
have to go through the payment process again.

D.6 We reserve the right to cancel and refund any order, at any time.

E. Delivery
E.1 We are able to deliver online and telephone orders to UK

E.2 Goods are delivered on weekdays directly to your address. For our Express Delivery Service you will receive a text message/email with the details of your order and a 3 hour delivery time slot. For our White Glove Premium Delivery Service you will receive a call from our courier to book a delivery date and timeslot according to the courier's pre-allocated delivery route. Delivery dates exclude weekends, bank holidays and working days between Christmas and New Year.

E.3 For multiple items order any products that are out of stock from your order; then in this instance we will make delivery of your order when all your items are in stock. However, if you have a need for the order to be partially sent for items in stock an additional delivery charge will be applicable. Please contact our Customer Services team on 01204 937 445 for further details.

E.4 We will make every effort to fulfil your order within the timeframe indicated for your chosen delivery method. We shall endeavour to fulfil your order within the timescale indicated for the delivery method you have chosen from the date your payment has cleared for in-stock items, for our carriers to fulfil the final delivery to your home. For items that are out of stock, we will contact you regarding delivery. Delivery to some postcodes, non-UK mainland postcodes may take a little longer in delivering goods within the timescale indicated. For further details about our delivery methods please refer to our Delivery Information Page.

E.5 For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given.

E.6 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our delivery staff considers that access is unsafe then we will not deliver the goods until safe access is provided. Please check that all the goods you have ordered will fit into your home. It is essential that you check the measurements of all access areas e.g. doorways, hallways, stairs, stairwells, etc. to ensure delivery access will not restrict delivery. We request that you notify us of any other obstructions or restrictions that may affect delivery of your furniture, for example - stairs leading to your home's main access point, narrow gateways, etc. When you place your order, please inform us of any access restrictions so that we may arrange a smooth delivery service.

E.7 For deliveries using our home furniture delivery service or pallet service: If you are unable, for whatever reason, to take delivery of your goods on the confirmed delivery date arranged, you must inform us and the carriers at least one working day in advance so that another date can be booked. If, though no fault of their own, our carriers cannot gain access on the date agreed, a re-delivery fee of £49(+ sur-charge) per order or per pallet will be charged. If we are unable to deliver the goods due to failed delivery or there being no safe means of access to the place of delivery we shall be entitled to cancel your order and refund your payment less an aborted delivery charge, there will also be an additional return fee for the goods to be returned back to our warehouse of £49(+ sur-charge) per order or per Pallet.

The delivery and return charge mentioned will be applicable immediately after the items have left our warehouse, i.e. if the order is cancelled after we have dispatched the items but before delivery to the final destination, the delivery and return charge levied by our carriers will still be applicable.

E.8 If you choose to have your goods delivered by your own third-party carrier arranged through LSFW Ltd or yourself, we will not accept any responsibility or liability for any damage or lost to your goods once they have left our warehouse. Any forwarding delivery is at your own risk. Please take appropriate insurance cover if necessary.
The items will generally be delivered via a large vehicle, so please be sure your property is accessible for this size of vehicle. If they are unable to deliver the goods due to there being no safe means of access, we reserve the right to cancel your order and refund the payments, subject to our refund and returns policy where fees might apply.

E.9 Every effort is made to ensure that the goods you have ordered arrive undamaged and without defect. However if the packaging is found to be either damaged or defective due to transport at the time of delivery please take a picture of the damage packaging. Once you've taken pictures of the packaging please un-wrap the packaging and check the item to see if there are any apparent damages. If the products is not damaged; we're happy for you to go ahead and use it and sign the delivery note.
If on inspection of the product you notice any damage(s) to the product; take pictures of the damage(s). You MUST make a note stating 'Packaging Damaged' when signing for the delivery. Re-package the product so that it's suitable for transport and return the product(s) back to the delivery driver. Email us the pictures of the damage(s) within 24 hours. Please be aware it is your responsibility to check that the packaging is not damaged. We accept no liability for damage(s) unless this procedure is followed.

E.10 If our carriers accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods or the value thereof.

E.11 Time of delivery is not of the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of LSFW Ltd or any reasonable rescheduling of delivery.

E.12 Delivery to mainland UK is free, the following mainland post codes and areas will incur a surcharge -
Express Delivery Service - AB1-56 / IV1-56 / KW1-14 / KA27&28 / PA20-39 / PH11-40 / PO31-41 / FK19-21
White Glove Premium Delivery - PH[1-32], AB, DD, FK, KY, CT, SA[20-99], TR, TQ, PL, EX, LL, W1[A-W], WC1[A-X], WC2[A-R], EC1[A-Y], EC2[A-Y], EC3[A-V], EC4[A-Y]
For delivery to - ZE, HS, IM, GY, JE, BT, PO[30-41], KW, IV, PH[33-50], PA[20-78], G[80-90], Republic of Ireland, Isle of Man, Scottish Islands, Channel Islands, Isles of Scilly and mainland Europe, please contact us to discuss delivery options.

E.13 For all deliveries to PROPERTIES above ground level; please make sure to select the appropriate additional delivery service available at checkout. Upon delivery if YOUR PROPERTY (House/Flat/Apartment etc) is above ground level and no additional service has been selected at checkout; we will unfortunately not be able to deliver your product; unless the additional service cost has been paid. The delivery and return charge mentioned in E.7 will be applicable if we cannot deliver.

E.14 The order value must total £400 or more excluding delivery to be applicable for the free delivery.

E.15 If a delivery date has not been agreed in advance between you and the courier, LSFW Ltd will not be liable for any damage or loss caused during transit. We advise you not to accept delivery of your order if the delivery date has not been arranged beforehand.

E.16 For all shipments outside mainland UK, customers are advised to arrange for their own Insurance to cover for any transport loss or damage during transit.

E.17 LSFW Ltd will not be liable for any damage or loss caused by the 3rd party carriers to your property.

E.18 In the event of a cancelled order, LSFW Ltd will not be liable for any damage or loss caused to the products by the 3rd party carriers when they are returning the items back to us.

F. Returns, Refunds, Exchange and Your Right to Cancel
F.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the statutory right to return any products you have purchased within 14 calendar days after delivery for any reason. Products must be kept in the same condition as when purchased and in the same packaging, in which they were delivered, see below for further details.  

Please note on rare occasions due to changes in climate you may find swelling on doors or drawers thus making them stiff to open or they may not close, it is important not to return or refuse the item if this is case. Usually this will rectify itself once the timbers adjust to their new environment and heating conditions, you may also find that simply swapping the drawers will remedy this. However on rare occasions the timber movement may not settle and you may need to sand or shave a small amount from a drawer or door, if so please shave from the bottom of the drawer front or from the side of the door as this will not be noticeable with regards to the appearance of the furniture. A simple touch of furniture wax will then protect any adjustments made. Also due to changes in atmosphere and humidity levels in different seasons of the year, you may occasionally get movement or splitting occurring in solid wood furniture, these can be rectified by using appropriate wood filler and stains. Please could we ask you to bear in mind that you are purchasing natural timber products where slight timber movement is a slim possibility. Therefore stiff drawers or doors that will not shut and wood movement or splitting will not be deemed as faulty or defective. This means you are purchasing our furniture on the understanding that any necessary simple adjustments would need to be undertaken by the customer at the customer’s expense. If you do not wish to undertake any adjustments needed and wish to return the item we will of course offer a refund under our 14 day money back offer. Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase.

F.2  Products may be returned for any reason including if you simply change your mind. In order to return/exchange a product, please contact us in writing or other durable medium (including email) within 14 days after delivery. Our courier will then contact you to arrange a date for the collection of your order. You will then be entitled to a refund or exchange from us, which will be paid within 14 days from the date you requested your order to be cancelled and refunded. Items must be kept in the condition in which they were purchased and in original packaging.  Items requiring assembly must not be assembled in any way or they will not be accepted as a return. We reserve the right to refuse a refund if any item is deemed to be non re-sellable. The returns charge is £25 for small items, £49 for 1-3 large items and £59 for 4-6 large items. You only pay one returns charge per order which will be deducted from your refund. For items that are faulty the returns charge does not apply. For returns we will arrange for our courier to collect the item/s from you. For postcodes that carry surcharges, there will be an additional surcharge for returning the goods. Please contact us for details.  

If you received 10% discount for an order over £400 and you want to return/exchange any item from the single/multiple item order, we will have to calculate the total order value for the remaining item/items again to verify the order value are still over £400 for 10% Discount to be applicable. If new order value is less than £400; the 10% discount will not be applied.

For returns, where the goods had been collected from our warehouse by you or your own third-party carrier arranged through LSFW Ltd or yourself; they would need to be returned to our warehouse using your own third-party courier arranged through LSFW Ltd or yourself. 

F.3 If you have taken advantage of our Packaging Removal & Recycle service, we ask you to thoroughly check your furniture before signing for delivery. In the unlikely event of there being a problem, the driver will repack and remove the item. If goods are found to be faulty or you change your mind at a later date; then the product would need to be adequately packaged for safe return to us. The responsibility of repackaging the item and the cost will be with the customer. A guide to the minimum type/standard of packaging to be used fit for safe return will be sent to you. Once the goods have been packaged from your end; please email us photos of the packaged goods so that we can arrange a suitable time for collection.  

F.4 If you have paid for "Above Ground Level Delivery" your PROPERTY (House/Flat/Apartment etc is not on ground level-when placing the order; this service will only be applied on the first delivery. However, for any reason we need to re-deliver or collect any items and you require the "Above Ground Level Delivery" service an additional charge would be applicable.

F.5 Similarly if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. We will not accept any returns (including damaged items) on self-assembly items which have been assembled - please fully check your item prior to assembly

F.6 After the 14 day return period has elapsed we will not accept returns on any items purchased.

F.7 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

F.8 If we deliver incorrect or faulty goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect to us within 14 days by emailing photos of the fault before any return, refund or replacement is carried out. Please keep the products purchased in the same condition that they were received and retain the original packaging in the condition it was provided. Items requiring assembly must not be assembled in any way or they will not be accepted as a return. We reserve the right to refuse return of items should the original packaging not be available to allow the safe return via our carriers. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items, we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase.

Once an allowance or partial refund has been issued, the items will no longer be returnable.

To report any issues with the item; please do the following:

  1. Send an email with your order number and include details about the item issue
  2. Take Photographic evidence and email the following:
    • Damaged Item clearly showing the damage
    • External packaging of the item(s) clearly showing damage to external packaging
    • Internal packaging
    • Delivery parcel label clearly attached to the external packaging. A readable parcel number is required
  3. Package the item in the original packaging and await for instruction by our Customer Service Team

F.9 If the customer decides to cancel their order after we have dispatched for delivery, but have been unable to due to any cause or circumstance beyond our reasonable control (including but not limited to, adverse weather conditions, floods or acts of god), the delivery charge will still be applicable. Please take into account before purchasing our furniture that once items are dispatched from our warehouses the cost for delivery and return will be with the customer; therefore it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched. This also applies for deliveries that are free.

F.10 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

G. Guarantees and Claims under Guarantee.
G.1 The provisions of this clause H and I below, apply in addition to your statutory consumer rights in relation to faulty or incorrectly described products. These rights are not affected by the guarantee.

G.2 The guarantor is LSFW Limited, Our Registered address is 32-36 Chorley New Rd, Bolton, Lancashire BL1 4AP.

G.3 We guarantee all products against faulty workmanship and/or faulty materials for a minimum period of 12 months from the actual date of delivery, in all cases we reserve the right to inspect the product and verify the fault.

G.4 These guarantees do not cover normal wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your goods in failing to follow care procedures. Loss or damage due to fire, smoke, water, lighting, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or damaged caused by third party.

G.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 goods themselves. This does not affect your statutory rights.

H. Site Content and Disclaimers
H.1 Every effort is made to ensure the complete accuracy of our website, however some prices/details contained on the website may change from time to time and it is possible that errors will occur. We will do our best to rectify any errors as swiftly as possible but we cannot be responsible for any loss incurred.

H.2 To the maximum extent permissible by law, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on this website. We cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon the information contained on this website.

H.3 The site is owned and operated by LSFW Ltd whose company registration number is 7864683, Vat registration number, GB 127599966.

Any material downloaded or otherwise obtained through the use of this website is done at your own discretion and risk and that you will be solely responsible for any damage to your own computer system or loss data that results from the download of any such material.

I. Data Protection
I.1 LSFW Ltd takes information about you in order to respond to your queries and tailor our support to suit your needs. For more details please read our privacy policy page.

J. Applicable Law
J.1 We control and operate the web site from our offices within England. Accordingly the laws of England and Wales govern claims relating to, including the use of, this website and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England and Wales will apply at all times.