• Terms and Conditions

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: ‬

customer.service@‭ ‬middletons.co.uk‭ ‬

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: ‬customer.service@middletons.co.uk‭. ‬

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: ‬customer.service@middletons.co.uk‭ ‬

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. ‬