Our Commitment to You
We are a company registered in England and Wales. Our company registration number is 07708618 and our registered VAT number is 160599980.
If you have any questions, please contact us. You can contact us by telephoning our customer service team on 0800 999 2832 (calls are free from landlines) or 0117 202 0272 (calls from mobiles will be charged at your standard network rate) or by e-mailing us at:
These are the terms and conditions to support you and your new product.
Please ensure that you understand these terms and conditions carefully and check the details before you sign your order. If you require support, please contact us. We will confirm any changes in writing to avoid any confusion.
A copy of the order will be given to you. The number of your order will be printed on the order form and you should quote this number in all subsequent correspondence.
If you have a long-term illness or disability, you may not have to pay VAT on the goods. If you are eligible, or believe that you may be eligible, to claim VAT relief on the goods, you will be asked to sign a declaration as part of the order. You should note that there are penalties for making false declarations and if you are in any doubt as to eligibility, you should contact the VAT Enquiries Office on 0300 200 3700.
Unless you are eligible to claim VAT relief as described above, our prices include VAT. However, if the rate of VAT changes between the date of the Order and the date of delivery or performance, we will adjust the rate of VAT that you pay, unless you have already paid for the Goods in full before the change in the rate of VAT takes effect.
Guarantees of Your Goods
We are confident of the quality of all our products. Each purchase will have a manufacturer’s guarantee detailed on both customer brochure and your sales order. Where any goods do not come with a manufacturer’s warranty, we guarantee that on delivery and for a period of 12 months the goods shall be free from material defects. This guarantee does not apply to any defect in the goods arising from: fair wear and tear; wilful damage, abnormal storage or working conditions, accident, negligence; misuse accordance to user instructions, any alteration or repair by you or by a third party who is not one of our authorised repairers.
The guarantees referred to in this clause are in addition
to any warranties that we may offer. In any event, nothing will affect your legal rights in relation to Goods that are faulty, not fit for purpose or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
The Goods purchased are Warranted from the date of Delivery against faults arising due to defects in manufacture of materials according to the Warranty stated on the Order. Parts replaced under this Warranty will be covered for the balance of the Warranty period.
The Warranty does not provide cover for wear and tear, such items as batteries, upholstery, or any other item which may need replacing due to normal wear and tear or misuse of the product. Call-out and/or labour charges may apply for which you will be liable.
After the warranty period expires we reserve the right of discretion, to repair faults and to charge a reasonable fee for any work undertaken at that time (not applicable to lifetime warranty customers).
The Warranty is between Middletons and you (the Buyer of the Goods purchased) and is non-transferable.
How to Pay
We require the payment of a 50% deposit for the goods at the time of your order. Until payment of the deposit has been received, we will be unable to process your order. The balance of 50% for the goods must be paid before the time of delivery. We will give you the option to pay the balance of the price for the goods the day after we call to confirm the actual delivery date. If you have not paid the balance or are unable to pay the balance at the time we call then we will be entitled to cancel your delivery. Once your final balance has been settled we will reschedule the delivery with you. In the circumstances where payment has been made but not cleared and you have received delivery of the goods, we have the right to collect the goods until payment has been settled in full. We may charge a £215 (including VAT) collection fee and if re-delivery of the goods is required we may charge a re-delivery fee of £215 (including VAT) in these circumstances.
We accept payment by cash, cheque, credit or debit card (Visa Debit, Visa Credit, MasterCard and Maestro). We do not accept payment by Diners Club or American Express.
Payment for the Goods does not affect your cancellation rights or your right to a refund if we exercise our rights of cancellation.
Delivery of Your Goods
We will provide you with an estimated delivery date on the order. While we will use our best efforts to deliver the goods by the estimated delivery date, any dates that we specify for delivery of the goods are approximate only.
Timescales for delivery will vary depending on the availability of the goods (or any parts, fabrics or other materials), the complexity of any order for handmade goods and, in certain circumstances, your delivery address. You should allow extra time for deliveries to Northern Ireland and the Scottish Highlands.
We will only deliver goods within the UK mainland and Northern Ireland.
Book Your Delivery
We will contact you nearer the estimated delivery date to confirm the actual delivery date with you. We will call you 30 minutes before arrival of delivery.
Where it appears that the estimated delivery date will be missed then we will provide you with a revised delivery date, which will not be more than 14 days from the estimated delivery date. Occasionally our delivery to you may be affected by an event outside our control.
Any premium delivery costs will be agreed at point of sale and stated on your invoice.
Accept Your Delivery
If no one is available at your address to take delivery on the date and at the time notified to you, then we will leave you a note that the goods will be returned to our warehouse, in which case, you should contact us to rearrange delivery. We may charge a re-delivery fee of £215.00 (including VAT) in these circumstances.
If Found Faulty
We quality check our products to ensure you receive products fit for purpose. As a consumer, you have legal rights in relation to goods that are faulty. If an order is cancelled after delivery there is no legal right to return or cancel an order unless goods are faulty, damaged or have been mis-sold.
You have 30 days to inspect your goods from the date of delivery/installation. You have the right to reject some or all of the goods if they do not conform to contract. You will receive a full refund of monies paid which will be returned within 14 days in the same method payment was received. You will not be charged for returning the goods. (This does not apply where the breach only relates to incorrect installation of the goods).
Although we make every effort to be as accurate as possible, measurements for handmade goods shall be subject to a tolerance of one inch in respect of each measurement.
The images of the goods on our website or in our catalogue or brochure are for illustrative purposes only. We have made every effort to display the colours accurately, however we cannot guarantee that your computer’s or device’s display of the colours or the printed pictures accurately reflect the colour of the goods. Your goods may vary slightly from those images.
Our liability to You
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 these terms or our negligence. Where we are installing the goods in your property, we will make good any damage to your property caused by us (which includes our subcontractors) in the course of installation or performance. However, we cannot be held responsible for any damage or failed installation that occurs due to unforeseen defects, hazards or obstructions in the customer’s wall, floor or fixtures and fittings and we are not responsible for the cost of repairing any pre- existing faults or damage to your property that we discover in the course of installation and/or performance by us.
We only supply the goods for domestic and private use. You agree not to use the goods for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by an event outside our control.
An event outside our control means any act or event beyond our reasonable control, including without limitation strikes or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, accidents, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather conditions. If an event outside our control takes place that affects the performance of our obligations under these terms: We will contact you as soon as reasonably possible to notify you.
Our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
You may cancel the contract if an event outside our control takes place and you no longer wish us to provide the goods. Please see your cancellation rights under clause.
Your Rights to Cancel
Customers who purchase in-store have no legal right to return or cancel an order unless goods are faulty, damaged or have been miss-sold. However, as a gesture of goodwill, Middletons offers all in-store customers a 48 Hour cooling off period, (excluding products delivered within 48 hours) during which time an order may be cancelled without cancellation fee. This begins the day the order is placed. If an order is cancelled within this time, a full refund of all monies paid will be made. Orders cancelled after this 48 hour cooling off period, but prior to delivery, are subject to Middletons retaining a cancellation fee of 10% of total order value (min. £100.00).
Customers who purchase in-store and wish to cancel and replace with another Middletons product, then a voucher for the cancellation fee of 10% of total order value (min. £100.00) will be provided. This can then be used against replacement product in one of our showrooms or via our mail order service. The voucher will be approved and issued by the customer services manager.
All measurements for products are available at the point of sale. Middletons cannot be held responsible for goods refused due to not fitting through an entrance at the point of delivery, and such refusals will be subject to a cancellation fee of 10% of total order value (min. £100.00).
If your order was placed not on our premises, you have 14 calendar days (cooling off period) starting from the day your contract is finalised and another 14 days from the date you receive your goods:
When you cancel a contract any ancillary contract such as warranty or credit agreement is automatically cancelled.
Where goods have been cancelled and need to be uninstalled, Middletons will send an uninstallation team to the customer premises, however please note we may charge a £215 (including vat) collection fee.
To exercise your right to cancel, you must inform us of your decision by making a clear statement of your decision to cancel your order (e.g. a letter sent by post, email or telephone call). You may use the cancellation form provided with your order, however this is not obligatory. To meet the cancellation deadline, it is acceptable for you to communicate this to us before the cancellation period has ended. We will pay any refund to you without undue delay and not later than 14 days from the date of cancellation. We may charge you a collection fee £215.00 (including VAT) to have the goods collected and returned. We can withhold refunds until goods are returned and the amount of money refunded can be reduced where evidence shows use beyond the handling necessary.
Your refund will be made using the same means of payment as you used for paying the initial deposit. We will not charge you any fees for making any refund to you.
We are under a legal duty to supply goods that are in conformity with this contract. If you are not entirely satisfied with your purchase please contact our customer service department at Middletons, BM8259, London. WC1N 3XX Email: email@example.com.
We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure. If you remain unhappy with our final response, you may be entitled to refer your complaint to the Furniture Ombudsman/Dispute Resolution Ombudsman and we are bound to follow any decision that they make. To find out more about the Furniture Ombudsman/Dispute Resolution Ombudsman and how you might be able to use their dispute resolution service visit: www.thefurnitureombudsman.org/www.disputeresolutionombudsman.org or telephone 0845 653 2064
Our rights to cancel and applicable refund
We may have to cancel an order before the goods are delivered, due to an event outside our control or the unavailability of stock (including materials, parts or fabrics). If this happens we will promptly contact you to let you know; we will attempt to find an alternative product. If you have made any payment in advance for goods that have not been delivered to you, we will promptly refund these amounts to you.
Information about Us and how to contact Us
Write to us: Middletons, BM8259, London. WC1N 3XX
Email us: firstname.lastname@example.org
If we have to contact you or give you notice in writing, we will do so by e-mail, by telephone, or by pre-paid post to the address you provided to us on the order. Subject to obtaining your express consent, we will inform you about similar products or services that we provide and related products or services from our carefully selected third parties (but you may stop receiving these at any time by contacting us).
We may share your details with carefully chosen third parties so they may send you information about relevant products and services. If you do not want to receive this information, please write to us.