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Delivery Information

Delivery Terms and Conditions 

(The delivery terms and conditions listed below apply this website and to online sales only. Terms and conditions for in store purchases will vary)

Important – It is the sole responsibility of the customer to ensure that their home is easily and safely accessed from the public highway and that all furniture is measured to ensure that any furniture ordered can be delivered into their home via adequate access points.  
Houseproud will not accept returns of any furniture that fails to be delivered due to failure to meet the above conditions.

For deliveries using our delivery service:

If you are unable, for whatever reason, to take delivery of your goods on the confirmed delivery date arranged, you must inform the at least two working days in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, return charges will apply.

For deliveries using our 3rd party carrier:

Should you not be available at the time of attempted delivery you will be left a card and details on so that you can contact the carriers and arrange redelivery yourself. If you do not contact the carrier within 48 hours the furniture will be returned to us. In this instance return charges will apply.

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 or any reasonable rescheduling of delivery.

If items are received damaged please call us immediately on 01452 741880 and we will rectify the problems as soon as possible.

In the event that you may choose to have your goods delivered to your own 3rd party carrier – we will not accept any responsibility or liability for any damage to your goods. The forwarding delivery is at the risk of the customer when using your own 3rd party carrier.

Returns, Refunds and your right to cancel

If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively we will collect the goods and charge you the direct cost of collection.

1a. Goods may be returned if they arrive in a damaged condition. Normally we will replace or repair any damaged goods within acceptable timeframe.* 
1b. If we cannot replace or repair the damaged goods within this timeframe you may be entitled to a refund.  
1c. Any goods accepted upon delivery will be deemed to have been inspected and of acceptable condition and quality.  
*Houseproud consider acceptable timeframe to be the same duration as the order placed to allow sufficient replacements to be ordered and dispatched

We may need to visit the delivery address to inspect any goods that are being reported as damaged before return is accepted.
Any product returned must be in its delivered form and must not have been tampered with in any way, you are advised to where ever possible use the original packaging to protect the product on its return journey, unless assembled by our own delivery team.

The product will be inspected on return to ensure that the product has not been tampered with and is complete. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods.

Where a refund is to be paid we will refund any money received from you using the same method originally used by you to pay for your purchase. We will usually process the refund due to you as soon as possible and, in any case within 14 days of the day we received your cancellation instruction.

Please Note

For hygiene reasons, divan sets pillows and mattresses cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened and used these items are excluded from a 14 day cooling off period.

Bespoke Items or Special Orders

Any products that are special order, bespoke or purchased in bulk are not subject to the cooling off period, we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been special ordered from a supplier to your order requirements. This applies to all sofas and suites made to order for our customers. 

Cancellation by us

We reserve the right not to accept any order request if:

we have insufficient stock to deliver the goods you have ordered

we do not deliver to your area

one or more of the goods ordered was incorrectly described or priced on the website

the payment transaction is not authorised

Shading or alternative colours do not meet expectation of customer.*

*All colours of furniture, wood, fabrics and leathers are shown as a guide only. Fabrics and leathers may arrive in same colour but with different shading. All natural wood will also have different shading. It is advisable to visit a showroom where applicable to avoid any issues.

If we do cancel your contract we will notify you by email and will refund to you any sum paid by you to us in respect of the contract as soon as possible and in any event within 14 days of the cancellation of your order. We will not be obliged to offer any additional compensation for disappointment suffered.