Terms of service

1. About us

1.1 These Terms and Conditions of Sale apply to purchases made from Haarfen Ltd through our website, haarfen.com.

1.2 We are:

1.3 You can contact us using:

1.4 In these Terms:

• "Haarfen", "we", "us" and "our" mean Haarfen Ltd.
• "Customer", "you" and "your" mean the person or organisation placing the order.
• "Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession.
• "Business Customer" means a person or organisation acting wholly or mainly for purposes relating to a trade, business, craft or profession.
• "Product" means any goods offered for sale by us.
• "Order Acceptance" means our written confirmation that we have accepted your order.
• "Working Day" means Monday to Friday, excluding public holidays in England.

2. Scope of these Terms

2.1 These Terms apply to orders placed through our website and any other distance-selling method through which we expressly agree to supply Products.

2.2 The same document applies to Consumers and Business Customers. Provisions applying only to one category are identified accordingly.

2.3 A limited company, partnership or other organisation purchasing in its own name is a Business Customer.

2.4 An individual, including a sole trader, is classified according to the principal purpose of the particular order. An individual is a Consumer where acting wholly or mainly outside their trade, business, craft or profession.

2.5 A purchase for resale, a commercial premises, a commercial interior-design project, a holiday let, a rental property or another professional purpose is a Business Customer purchase where it is wholly or mainly for that purpose.

2.6 A company name, business address or VAT number does not by itself remove an individual's Consumer rights where the order is genuinely mainly personal.

2.7 We may reasonably rely on information and declarations provided by the Customer. Trade-account customers and Customers requesting a commercial quotation may be required to confirm that the order is being placed wholly or mainly for purposes relating to a trade, business, craft or profession.

2.8 We may correct an obvious classification error before Order Acceptance. We will not retrospectively reclassify an accepted Consumer order merely to avoid statutory rights. A deliberately false declaration may amount to a contractual misrepresentation, subject to applicable law.

2.9 The following hierarchy applies where documents conflict in relation to an order:

• mandatory law and statutory rights
• order-specific or bespoke terms expressly agreed in writing before Order Acceptance
• Product-page and checkout information shown before the order was submitted
• these Terms and Conditions of Sale
• the Delivery Information Policy and Returns and Refunds Policy for their respective subjects
• the Website Terms of Use for use of the Website
• the Shipping & Delivery page and FAQs as non-contractual practical guidance

2.10 The Privacy Policy, Cookie Policy, Legal Notice and Contact Information are notices and disclosures and do not vary the sales contract.

2.11 No lower-ranked document, later courier message or supplier communication may reduce mandatory rights or impose a new mandatory charge without your express agreement.

2.12 The contract is made in English.

3. Eligibility and authority

3.1 You must be at least 18 years old and legally capable of entering into a binding contract.

3.2 If you place an order for a company, partnership or other organisation, you confirm that you have authority to bind that organisation.

3.3 We may decline or cancel an order where we cannot reasonably verify:

• your identity
• your authority to use the selected payment method
• your authority to act for a Business Customer; or
• information required to fulfil the order.

4. Product information

4.1 We take reasonable care to ensure that Product descriptions, images, prices, specifications and availability information are accurate.

4.2 Colours and finishes may appear differently depending on screen settings, lighting, photography and the environment in which the Product is viewed.

4.3 Unless expressly stated otherwise, dimensions are approximate. Reasonable manufacturing tolerances may apply, particularly to handmade and natural-material Products.

4.4 You must check Product measurements and available space before ordering. Where an exact measurement is critical, you should contact us before placing the order.

4.5 A significant discrepancy between the Product supplied and its stated dimensions or description may still constitute a fault or misdescription.

5. Natural and handcrafted Products

5.1 Products made from wood, stone, marble, ceramic, rattan, natural fibres, leather and other natural or handcrafted materials may display variations in:

• grain
• knots
• veining
• texture
• tone
• colour
• pattern
• shape
• dimensions
• surface character; and
• handmade finish.

5.2 Natural ageing, weathering, settlement and patination may also occur over time.

5.3 Reasonable natural or handcrafted variation is part of the Product's character and is not automatically a defect.

5.4 This does not excuse:

• material damage
• defective workmanship
• unsafe construction
• an incorrect specification; or
• a Product that differs materially from its description.

6. How an order is formed

6.1 When you submit an order, you make an offer to purchase the Products and delivery services shown in your basket.

6.2 Before submitting an online order, you must actively accept the Terms and Conditions of Sale and acknowledge the applicable delivery and return information using a mandatory unticked checkbox. Relevant document links and Product-specific charges must be displayed before the final order button.

6.3 An automated order acknowledgement confirms only that we have received your order. It is not an Order Acceptance and does not form a contract.

6.4 Before accepting an order, we may check:

• Product and supplier availability
• pricing, discounts and promotions
• payment authorisation
• delivery coverage and service availability
• access and delivery requirements
• fraud or payment risk
• the feasibility of fulfilment
• Customer classification where relevant
• any manual delivery quotation
• any other information reasonably required to fulfil the order

6.5 A Product or address requiring a remote-area, oversized, unusual-access or individually quoted delivery charge will not be accepted until the full delivery charge and expected timeframe have been disclosed and agreed.

6.6 The contract is formed only when we send a separate written Order Acceptance after completing the relevant checks.

6.7 Card payment will normally be authorised when the order is submitted and captured manually when the Order Acceptance is issued. Payment capture alone does not establish acceptance if an obvious processing error occurs.

6.8 We may decline an order before acceptance. Any captured amount relating to a declined order will be refunded to the original payment method without undue delay.

6.9 The Order Acceptance will confirm or provide access to the contractual terms in a durable format capable of being saved and reproduced.

6.10 We may retain evidence of the checkout wording, the acceptance action, the applicable policy versions, Product disclosures, delivery service and Order Acceptance.

7. Prices and VAT

7.1 Prices shown to Consumers include VAT at the applicable rate unless clearly stated otherwise.

7.2 Prices shown specifically to Business Customers may be stated exclusive of VAT where this is clearly identified.

7.3 Delivery, assembly, packaging removal and other optional service charges are added separately unless expressly included in the Product price.

7.4 The total price and mandatory charges will be shown or agreed before Order Acceptance. Where a manual quotation is required, the order will remain unaccepted until the quotation is agreed.

7.5 We will not introduce a new mandatory delivery or fulfilment charge after Order Acceptance without your express agreement, except where the charge results from a later Customer-requested change or a Customer-caused failure under these Terms.

7.6 We may change prices at any time, but a change will not normally affect an accepted order.

8. Pricing and information errors

8.1 We may correct a pricing, discount, delivery or Product-information error before accepting an order.

8.2 Before acceptance, we may offer the corrected information or decline the order and refund any amount captured.

8.3 After acceptance, we may ask you to agree a correction where an error is discovered.

8.4 We may cancel an accepted Product because of an error only where the error was obvious, you could reasonably have recognised it as a mistake, cancellation is legally permitted and no reasonable correction can be agreed.

8.5 A non-obvious internal pricing, stock or cost error does not automatically entitle us to cancel an accepted order.

8.6 Nothing in this section limits rights arising from a misleading description or another breach of contract.

9. Payment

9.1 We accept the payment methods shown at checkout.

9.2 Card payment will normally be authorised when you submit the order and captured manually when we issue the Order Acceptance.

9.3 If authorisation expires, payment fails or cannot be captured, we may request another payment method and decline the order before acceptance.

9.4 The timing of authorisation or capture does not by itself determine when the contract is formed.

9.5 We are not required to dispatch Products until all amounts due for the relevant Products and delivery services have been received in cleared funds.

9.6 Any deposit, staged-payment or special payment arrangement will be stated separately before you become bound by it.

9.7 We will not collect more than the agreed total without your consent.

9.8 If we decline or lawfully cancel an order after capture, we will refund the relevant amount to the original payment method. Bank or provider processing times remain outside our direct control.

10. Promotions, discount codes and gift cards

10.1 Promotions, discount codes, bundles, free gifts and gift cards are subject to the conditions clearly disclosed when offered.

10.2 Conditions may include expiry dates, minimum spend, Product exclusions, eligibility requirements, limits on use and whether Products form an indivisible set.

10.3 Unless expressly stated otherwise, only one discount code may be used per order.

10.4 A promotion or code cannot be exchanged for cash, applied retrospectively unless stated, or produce a refund exceeding the amount actually paid.

10.5 Where Products are sold as an indivisible set, the set must normally be returned together.

10.6 Where a disclosed discounted-bundle formula applies and only part of an eligible divisible bundle is returned, we may reprice the retained Products using that disclosed formula.

10.7 A free gift must be returned when the qualifying purchase is cancelled. If it is not returned, we may deduct only a value clearly assigned before purchase or another lawful and reasonable value.

10.8 Bundle, gift and promotional provisions do not restrict remedies for faulty, damaged, incorrect or misdescribed Products.

10.9 We may withdraw or correct a promotion before acceptance where there is an obvious error, technical failure or misuse.

11. Availability and substitutions

11.1 Products remain subject to availability until Order Acceptance.

11.2 Supplier stock information may change between order submission and completion of our checks.

11.3 Before acceptance, we may decline an unavailable Product and refund any captured amount.

11.4 We may offer an alternative Product, finish, size or delivery arrangement, but will not supply a substitute without your express agreement.

11.5 After acceptance, ordinary supplier failure, inaccurate stock information or increased cost does not by itself create an automatic cancellation right for Haarfen. Section 37 applies.

11.6 Where one Product in a multi-Product order is unavailable before acceptance, you may proceed with the remaining Products or withdraw the affected offer, subject to any indivisible-set terms disclosed before purchase.

12. Pre-orders, back-orders and extended lead times

12.1 We may offer Products on a:

• pre-order
• back-order
• made-to-order; or
• extended-lead-time basis.

12.2 The Product page, quotation or Order Acceptance will state the expected dispatch or delivery period.

12.3 Where a delivery period longer than 30 days is clearly disclosed before purchase, you agree to that longer period by placing the order.

12.4 Lead times are estimates unless we expressly confirm a date as guaranteed.

12.5 Payment may be authorised or collected before dispatch, including where a Product has a substantial lead time.

12.6 We will notify you if we become aware of a material delay and will provide a revised estimate where reasonably possible.

12.7 Consumer cancellation and non-delivery rights remain unaffected.

13. Bespoke and personalised Products

13.1 A Product is treated as bespoke or personalised only where it is genuinely:

• made to your specifications
• altered from its standard specification at your request
• produced in a custom dimension or configuration
• made using a customer-specific fabric, finish or colour
• engraved or personalised
• commissioned as an individual design; or
• otherwise clearly personalised for you.

13.2 A Product is not automatically bespoke merely because:

• it is manufactured after you order it
• it has a long lead time
• it is ordered specially from a supplier; or
• you select an ordinary standard variant.

13.3 We will identify a Product as bespoke or personalised before you place the order where the statutory cancellation exception is intended to apply.

13.4 A Consumer's statutory change-of-mind cancellation right may not apply to a genuinely bespoke or clearly personalised Product.

13.5 Once a bespoke order has been accepted and design, sourcing or production work has begun, cancellation is permitted only at our discretion.

13.6 Where we agree to cancellation, we may deduct reasonable and evidenced costs already incurred, including:

• design work
• materials
• supplier charges
• production costs; and
• other unavoidable costs directly resulting from the order.

13.7 Any remaining balance will be refunded.

13.8 This section does not limit rights where a bespoke Product is faulty, damaged, misdescribed or not made to the agreed specification.

14. Changes requested after acceptance

14.1 You may ask us to change:

• a Product
• quantity
• finish
• specification
• delivery address; or
• delivery arrangement.

14.2 We are not required to agree to a change after the order has been accepted, particularly where supplier ordering, production, warehouse handling or dispatch has begun.

14.3 An agreed change may affect:

• price
• lead time
• Product availability; and
• delivery charges.

14.4 A change is binding only when we confirm it in writing.

14.5 We may be unable to change a delivery address after the Product has entered fulfilment.

14.6 This section does not restrict a Consumer's statutory cancellation rights.

15. Delivery area

15.1 Our standard website delivery service is initially limited to mainland England and Wales.

15.2 Standard website delivery does not ordinarily include:

• Scotland
• the Channel Islands
• the Isle of Man
• other offshore islands; or
• international destinations.

15.3 Some remote, restricted-access or unusual mainland postcodes in England and Wales may require an individual delivery quotation.

15.4 Other excluded or remote destinations may be accepted only where we agree to do so in writing.

15.5 If a manual quotation is required:

• you must contact us before ordering where instructed
• the quotation may include additional delivery or access charges
• you must agree the charge before it becomes binding; and
• we are not required to accept the order merely because the website technically allowed it to be submitted.

15.6 Delivery availability and charges may depend on the Product, packed dimensions, weight, number of cartons, postcode and required delivery service.

16. Delivery charges

16.1 Applicable delivery charges will normally be shown on:

• the Product page
• the Shipping and Delivery page
• the checkout
• a separate written quotation; or
• the Order Acceptance.

16.2 Additional charges may apply for:

• remote postcodes
• London access costs
• congestion or clean-air charges
• tolls or ferries
• weekend delivery
• restricted access
• unusual handling
• packaging removal
• assembly; or
• another optional service.

16.3 We will tell you about any additional mandatory charge before accepting the relevant order or service.

17. Delivery arrangements and estimates

17.1 We use different suppliers, warehouses, couriers and specialist delivery providers depending on the Product and destination.

17.2 We may change the carrier or subcontractor without changing your underlying rights against Haarfen.

17.3 Delivery dates, lead times and time windows are estimates unless we expressly confirm them as guaranteed.

17.4 We will take reasonable steps to deliver:

• within the period expressly agreed with you; or
• where no different period has been agreed, within the period required by applicable law.

17.5 Specialist delivery scheduling may begin only after the relevant Products have reached and been processed by the delivery provider.

17.6 A delivery provider may contact you directly to:

• arrange delivery
• confirm a date
• provide a delivery window
• issue tracking information
• ask access questions
• reschedule; or
• notify you of a delay.

17.7 Delivery windows are not precise appointment times. Circumstances such as traffic, weather, previous deliveries and access problems may affect arrival time.

17.8 Weekend delivery is not included as standard unless expressly stated. It may be offered subject to availability, location, additional charge and courier confirmation.

18. Delays

18.1 We will notify you where we become aware of a material delivery delay.

18.2 Where a longer delivery period was disclosed and agreed before purchase, that period forms part of the contract.

18.3 Consumers may have the right to cancel where:

• delivery by an agreed date was essential and we fail to meet it; or
• we fail to deliver within a reasonable additional period set by the Consumer.

18.4 Where a Consumer validly cancels because of non-delivery, we will refund the affected Products and applicable delivery charges.

18.5 A delay affecting one separately deliverable Product will not automatically entitle you to cancel an entire multi-Product order unless:

• the Products were sold as an indivisible set; or
• the remaining Products would serve no reasonable purpose without the delayed Product.

18.6 Nothing in this section removes statutory rights.

19. Multiple Products and separate consignments

19.1 Products forming one order may:

• come from different suppliers
• be delivered by different carriers
• arrive on different dates; and
• have separate tracking information.

19.2 A delivery charge shown at checkout may cover one or more consignments, depending on the Products and fulfilment arrangements.

19.3 We may wait until all Products allocated to a combined specialist delivery have reached the delivery provider.

19.4 We may instead split the delivery where this is operationally appropriate or would avoid unreasonable delay or storage costs.

19.5 We do not guarantee that mixed-supplier Products will arrive together unless we expressly agree this in writing.

20. Your delivery responsibilities

20.1 You must provide accurate name, delivery address, telephone number, email address, access information and delivery instructions.

20.2 Before ordering, you must check the complete route from the delivery vehicle to the intended room or position, including entrances, doors, corridors, corners, stairs, landings, lifts and handling space.

20.3 You must consider packed dimensions where available and allow adequate space for protective packaging and safe handling.

20.4 Before delivery, you must disclose narrow roads, parking restrictions, permits, stairs, lift limits, access codes, loading rules, low ceilings, difficult turns, long carrying distances and any other material restriction.

20.5 You must ensure a responsible adult is present, the route is clear and safe, children and pets are kept away, and lawful access and parking arrangements are available.

20.6 We may rely on measurements, photographs and access information supplied by you.

20.7 We may help interpret Product dimensions and access information, but such guidance is based on the information you provide and is not a guarantee that the Product will fit unless we expressly conduct and agree a formal site survey in writing.

20.8 Where delivery fails because your measurements were inaccurate, a material restriction was not disclosed, parking or building access was not arranged, or the Product does not fit through accurately described access, we may recover reasonable and proportionate direct failed-delivery, return, handling, storage and redelivery costs.

20.9 No Customer-caused charge will apply to the extent the failure resulted from materially inaccurate Product or packed dimensions supplied by us, a misleading description, written confirmation of suitability based on complete and accurate information, delivery of the wrong Product, an unsuitable service selected by us, or an error by us, our supplier or delivery provider.

21. Room-of-choice delivery, unpacking and assembly

21.1 Room-of-choice delivery means carrying the Product into an agreed room, subject to safe and reasonable access.

21.2 Room-of-choice delivery does not automatically include:

• unpacking
• packaging removal
• assembly
• installation
• wall fixing
• electrical connection
• plumbing
• alteration of the Product; or
• removal or alteration of property fixtures.

21.3 Packaging will be removed only where this service is expressly included or purchased.

21.4 Assembly is included only where expressly stated on the Product page, delivery service description, quotation or Order Acceptance.

21.5 Delivery staff may decline any task outside the agreed service or involving unreasonable risk.

22. Failed delivery, redelivery and storage

22.1 Delivery may be treated as failed where a responsible adult is absent, details are incorrect, access is blocked or unsafe, an undisclosed restriction prevents delivery, the Product does not fit for a Customer-responsible reason, parking or building access was not arranged, delivery is refused without a valid Product issue, or another matter within your reasonable control prevents completion.

22.2 Where delivery fails for a reason within your control, we may recover reasonable and proportionate direct redelivery, return transport, waiting, handling and storage costs actually or reasonably incurred.

22.3 The first reasonable rescheduling request made before the carrier's stated cut-off will not automatically incur a charge, except for an unavoidable direct cost already incurred.

22.4 A late cancellation or change after the stated cut-off may result in recovery of the reasonable direct cost charged or incurred. We will explain the applicable charge before rebooking.

22.5 No Customer charge applies where Haarfen, its supplier or delivery provider caused the change or failure.

22.6 Once a Product is ready, we or the delivery provider may offer a reasonable selection of delivery dates. We are not required to offer every preferred date or indefinite free storage.

22.7 If you repeatedly decline reasonable dates, fail to respond, fail to provide required information or request prolonged storage, we may give written notice stating the action required, available dates, any free period, when charges will begin, how they are calculated and the consequence of continued non-cooperation.

22.8 After that notice, we may recover reasonable storage, handling and redelivery costs reflecting actual or reasonably incurred loss. We will not impose a punitive administration fee.

22.9 Continued material non-cooperation after a reasonable final deadline may permit us to suspend delivery, require lawful accrued charges before rebooking, return the Product to a suitable warehouse or supplier, or cancel the affected order for material breach where legally permitted. Any deduction will be limited to reasonable direct loss and the remaining balance will be refunded.

23. Property condition and delivery risk

23.1 You are responsible for providing a reasonably clear and safe delivery route.

23.2 We are not responsible for property damage to the extent it is caused by:

• an undisclosed access restriction
• an unsafe or obstructed route
• a pre-existing defect or weakness
• your failure to take reasonable precautions; or
• your instruction to proceed after a specific delivery risk has been clearly explained.

23.3 Nothing in this section excludes responsibility for damage caused by our negligence or the negligence of someone acting on our behalf where liability cannot lawfully be excluded.

24. Inspection and reporting problems

24.1 You should inspect the external condition, quantity and apparent identity of Products as soon as reasonably possible.

24.2 Consumers are asked to report visible damage, missing cartons, shortages, incorrect Products or delivery discrepancies within 48 hours where reasonably possible, and concealed damage as soon as reasonably possible after discovery.

24.3 The 48-hour period is an evidence and investigation request. Reporting outside it does not automatically remove a Consumer's statutory rights.

24.4 Business Customers should report visible damage, shortages, incorrect Products and apparent delivery discrepancies within three Working Days.

24.5 Late Business Customer reporting does not automatically extinguish every claim, but we may reject or reduce a claim to the extent the delay materially prejudices investigation, mitigation or recovery from a supplier or delivery provider.

24.6 A signature or proof-of-delivery record does not prevent a valid claim for concealed damage, fault, incorrect Product or misdescription.

24.7 You should retain packaging and provide photographs, video, delivery records and other reasonably available evidence.

24.8 Haarfen remains your contractual point of contact even where a supplier or delivery provider caused the issue.

25. Risk and ownership

25.1 Where we arrange delivery, risk passes when you, or a person identified by you, takes physical possession of the Product.

25.2 A parcel may be left with a neighbour, at a safe place or at a collection point only where you expressly authorise that option for the order or the agreed service clearly provides for it.

25.3 Where a carrier follows your express current instruction, uses the nominated location and records reasonable evidence, delivery may be treated as completed and risk may pass at that point to the extent permitted by mandatory law.

25.4 Risk does not pass merely because a carrier independently leaves a parcel unattended or ignores your instruction. We remain responsible where the carrier uses the wrong location or person, leaves the parcel somewhere obviously unsuitable or insecure, lacks credible evidence, or otherwise fails to perform the agreed service.

25.5 A photograph, GPS record, timestamp, signature or driver note is evidence but is not automatically conclusive where credible contrary evidence exists.

25.6 We may prohibit unattended delivery for high-value, fragile, oversized or theft-sensitive Products. Large-item and room-of-choice deliveries require a responsible adult and will not be treated as unattended safe-place deliveries.

25.7 Where you independently appoint a carrier not offered by us, risk may pass when we hand the Product to that carrier, as permitted by law.

25.8 Legal ownership does not pass until we receive full cleared payment.

26. Consumer rights for faulty goods

26.1 If you are a Consumer, Products must be:

• of satisfactory quality
• fit for their usual purpose and any particular purpose made known to us and accepted by us
• as described; and
• supplied in accordance with the contract.

26.2 Depending on the circumstances and timing, Consumers may have rights including:

• the short-term right to reject qualifying faulty goods
• repair or replacement
• a price reduction; or
• final rejection and refund.

26.3 We will bear reasonable return or collection costs where required because a Product is faulty, damaged, incorrect or misdescribed.

26.4 A supplier or manufacturer guarantee does not replace your statutory rights against Haarfen.

26.5 Nothing in these Terms restricts statutory Consumer rights.

27. Consumer change-of-mind cancellation

27.1 Subject to the statutory exceptions, a Consumer may cancel an online order without giving a reason.

27.2 The cancellation period ends 14 days after the day on which the Consumer, or a person nominated by the Consumer other than the carrier, takes physical possession of the Product.

27.3 Where Products forming one order are delivered separately, the period generally ends 14 days after the day on which the final Product is received.

27.4 Different statutory timing may apply to Products delivered regularly over an agreed period.

27.5 The right may not apply to Products that are genuinely made to the Consumer's specifications or clearly personalised.

27.6 The right is separate from rights concerning faulty, damaged, incorrect or misdescribed Products.

28. How to cancel

28.1 To cancel, please email care@haarfen.com with:

• your full name
• order number
• the Product or Products being cancelled; and
• a clear statement that you wish to cancel.

28.2 You may also cancel by sending another clear statement communicating your decision.

28.3 You may use the model cancellation form at the end of these Terms, but you are not required to use it.

28.4 Cancellation is made within the deadline where your clear cancellation communication is sent before the cancellation period expires.

28.5 You should retain evidence showing when the cancellation was sent.

29. Returning Products after cancellation

29.1 After cancelling, you must return the Products within 14 days after the day on which you notified us.

29.2 Before returning anything, contact care@haarfen.com so that we can provide:

• the correct return address
• the relevant reference
• packaging instructions; and
• available collection arrangements.

29.3 Products may need to be returned to a supplier, warehouse or logistics partner.

29.4 Do not send Products to our registered office unless we expressly instruct you to do so.

29.5 Failure to obtain formal return authorisation will not automatically invalidate a statutory cancellation, but you may be responsible for reasonable additional costs caused by sending Products to an incorrect destination despite clear instructions.

30. Return and collection costs

30.1 Unless we agreed otherwise before the contract, a Consumer exercising a change-of-mind cancellation is responsible for the direct cost of returning the Product.

30.2 Parcel Products may be returned using an appropriate tracked and insured service or a return method agreed with us.

30.3 Where a Product is identified before purchase as requiring specialist change-of-mind collection, the charge is £149 including VAT per collection, not per item, provided it was disclosed on the Product page, in the basket or checkout and in the Returns and Refunds Policy before the order was submitted.

30.4 The £149 charge applies only to eligible non-faulty change-of-mind collections. It does not apply where the Product is faulty, damaged, incorrect or misdescribed and Haarfen is responsible.

30.5 An Oversized or Quoted Delivery Product may carry a different disclosed return or collection cost where the amount or calculation method was provided before purchase.

30.6 Customer-caused failed collection, additional preparation, packaging, dismantling, waiting or redelivery costs may be recovered separately where they are reasonable, direct and lawfully chargeable.

30.7 We will not impose a general cancellation, administration or restocking fee on a valid Consumer cancellation.

31. Condition and packaging of returned Products

31.1 You may handle a Product only to the extent reasonably necessary to establish its nature, characteristics and functioning, broadly as you could in a shop.

31.2 Opening packaging and carrying out a reasonable inspection do not by themselves remove the right to cancel or justify a deduction.

31.3 You should retain all packaging until you have inspected the Product and decided to keep it, particularly for furniture, lighting, mirrors and fragile Products.

31.4 The Product must be returned in its original packaging where reasonably available, or packaging providing an equivalent level of protection.

31.5 Missing original packaging does not automatically invalidate a Consumer cancellation.

31.6 Where you discarded packaging and specialist repackaging is reasonably required for a safe return, we may recover the reasonable direct repackaging cost where lawful.

31.7 No repackaging charge applies merely because we or our delivery provider removed the packaging as part of an expressly agreed packaging-removal service.

31.8 We may reduce a Consumer refund only to reflect an actual reduction in value caused by handling beyond what was reasonably necessary. Excessive handling may include use, assembly, installation, staining, damage or material alteration beyond reasonable inspection.

31.9 Packaging and diminished-value provisions do not restrict remedies for faulty, damaged, incorrect or misdescribed Products.

32. Consumer refunds

32.1 Where a Consumer validly cancels the entire eligible order, we will refund the price paid and the cost of the least expensive standard outward-delivery option available for that order.

32.2 We are not required to refund the amount by which an upgraded or premium delivery service exceeded the standard delivery cost.

32.3 For a partial cancellation, we will refund any delivery amount specifically attributable to the cancelled Product, but no outward-delivery refund is due where the same charge would have applied to the Products retained.

32.4 Where you arrange the return, we may withhold reimbursement until we receive the Product back or you provide valid evidence of dispatch, whichever occurs first.

32.5 Where Haarfen has offered to collect the Product, we will not rely on possession of the Product to postpone the statutory reimbursement deadline. We will reimburse within 14 days after being informed of the cancellation, subject to lawful deductions.

32.6 We may make lawful deductions for the disclosed £149 specialist collection charge or other disclosed direct return cost, actual diminished value caused by excessive handling, Customer-caused failed collection, necessary preparation or packaging, incomplete returns and other reasonable direct costs for which you are legally responsible.

32.7 We will not deduct a general restocking fee from a valid Consumer cancellation.

32.8 Refunds will normally be made to the original payment method unless otherwise agreed or legally required.

32.9 Faulty-goods remedies are handled under applicable Consumer law and are not restricted by the change-of-mind provisions.

33. Business Customer cancellations and returns

33.1 Business Customers have no statutory change-of-mind cancellation or return right.

33.2 A non-faulty Business Customer cancellation or return is permitted only where Haarfen agrees in writing.

33.3 We may impose reasonable conditions, including supplier charges, collection, handling, storage, diminished value and other direct losses resulting from the cancellation or return.

33.4 Business Customers must inspect Products promptly and report visible damage, shortages, incorrect Products or apparent delivery discrepancies within three Working Days.

33.5 Late reporting is not an absolute bar, but we may reject or reduce a claim to the extent the delay materially prejudices investigation, mitigation or recovery.

33.6 This section does not remove rights arising where Products breach the business contract, subject to the lawful limitations elsewhere in these Terms.

34. Domestic and commercial suitability

34.1 Products are supplied for normal domestic use unless the Product page expressly states suitability for commercial or contract use.

34.2 A Business Customer is responsible for assessing suitability for hotels, restaurants, workplaces, retail premises, rental properties, holiday accommodation and other high-use or regulated environments.

34.3 The Business Customer is responsible for workplace, fire, building, accessibility and other site compliance unless Haarfen expressly agrees a specific responsibility in writing.

34.4 We remain responsible where we expressly confirm in writing that a Product is suitable for a particular commercial purpose.

35. Installation, fixing and safety

35.1 Installation, assembly and fixing are not included unless expressly stated.

35.2 Electrical work must be undertaken by a suitably qualified person.

35.3 Wall-mounted Products require fixings suitable for the Product, wall construction, loaded weight and site conditions. Supplied fixings may not be suitable for every property.

35.4 You are responsible for wall strength, hidden utilities, installation conditions and deciding whether professional installation is required.

35.5 Business Customers are additionally responsible for workplace, fire, building and commercial-use compliance unless expressly agreed otherwise.

35.6 You must follow supplied instructions, warnings and care guidance.

35.7 We are not responsible for loss caused by incorrect installation, unsuitable fixings, misuse, neglect, unauthorised alteration or failure to follow instructions, except to the extent the underlying loss was caused by a defective or unsafe Product for which we remain responsible.

36. Guarantees and warranties

36.1 We do not offer a single general fixed warranty period across all Products unless expressly stated.

36.2 A Product may carry a supplier, manufacturer or Haarfen guarantee. Its duration and scope will be stated on the Product page or supplied separately.

36.3 A guarantee is additional to a Consumer's statutory rights and does not replace or restrict them.

36.4 Consumers should contact Haarfen regarding a Product problem and will not be required to pursue the supplier directly instead of us.

36.5 A separate guarantee may exclude:

• fair wear and tear
• accidental damage
• misuse
• neglect
• unsuitable commercial use
• unauthorised alteration; and
• failure to follow care or installation instructions.

36.6 Such exclusions do not apply where the underlying issue is a defect or contractual breach for which we remain responsible.

36.7 Business Customers receive only any warranty expressly stated for the Product, subject to applicable law and the other provisions of these Terms.

37. Cancellation by Haarfen

37.1 Before Order Acceptance, we may decline an order after completing our checks.

37.2 After Order Acceptance, we may cancel all or part of an order only for a legitimate and proportionate reason, including:

• fraud, suspected unauthorised payment or a material payment reversal
• your material breach of contract
• your failure, after reasonable notice, to provide information or cooperation required for fulfilment
• delivery becoming legally or physically impossible for reasons not caused by Haarfen
• an exceptional event satisfying section 40
• an obvious pricing or Product-information error that may legally justify cancellation under section 8

37.3 Ordinary supplier failure, stock inaccuracy, inadequate planning or increased fulfilment cost does not by itself create an automatic right to cancel an accepted order.

37.4 We will notify you promptly, explain the reason where appropriate and refund all amounts due for the cancelled Products and associated delivery services.

37.5 We will not charge a cancellation fee where Haarfen cancels.

37.6 Nothing in this section limits rights arising where Haarfen is already in breach of contract.

38. Liability to Consumers

38.1 If you are a Consumer, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

38.2 Loss or damage is foreseeable where it was an obvious consequence or was contemplated by both parties when the contract was formed.

38.3 We are not responsible for losses that were not reasonably foreseeable.

38.4 If you are a Consumer, we supply Products only for private and domestic use unless expressly agreed otherwise. We are not responsible for business losses arising from a Consumer's commercial use, including loss of:

• profit
• revenue
• business
• opportunity; or
• anticipated savings.

38.5 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence
• fraud or fraudulent misrepresentation
• defective products where liability cannot lawfully be excluded
• breach of statutory Consumer rights; or
• anything else that cannot lawfully be excluded or limited.

39. Liability to Business Customers

39.1 This section applies only to Business Customers.

39.2 Subject to section 39.4, Haarfen is not liable for indirect or consequential loss, loss of profit, revenue, business, contracts, opportunity, anticipated savings or goodwill.

39.3 Subject to section 39.4, Haarfen's total aggregate liability arising from or relating to an order will not exceed 100% of the amount paid to Haarfen for the affected order.

39.4 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective Products where liability cannot lawfully be excluded, or any other liability that cannot lawfully be excluded or limited.

39.5 Every exclusion or limitation is subject to any applicable statutory reasonableness requirement.

40. Events outside our reasonable control

40.1 This section applies only where an event is genuinely outside Haarfen's reasonable control, could not reasonably have been prevented, avoided or overcome, and materially affects performance.

40.2 Examples may include severe weather, flood, fire, natural disaster, widespread carrier or infrastructure disruption, government action, legal restriction, public emergency or industrial action not confined to Haarfen.

40.3 Ordinary supplier failure, inaccurate stock data, inadequate planning, avoidable subcontractor failure or increased cost is not by itself an event outside our reasonable control.

40.4 We will notify you of a material effect, take reasonable steps to mitigate it and resume performance when reasonably possible.

40.5 Obligations may be extended only for a reasonable period. This section does not permit us to retain payment indefinitely or remove statutory cancellation, refund or delivery rights.

41. Personal information and delivery communications

41.1 We process personal information in accordance with our Privacy Policy.

41.2 You authorise us to share information reasonably necessary to fulfil and administer the order with:

• suppliers
• warehouses
• couriers
• delivery subcontractors
• installers
• payment providers
• claims handlers; and
• insurers.

41.3 This information may include:

• your name
• address
• telephone number
• email address
• order details
• access instructions; and
• delivery notes.

41.4 A courier may manage delivery scheduling, but Haarfen remains the point of contact for:

• cancellation of the Product order
• complaints
• refunds
• faults
• incorrect Products; and
• statutory rights.

42. Electronic communications and records

42.1 We may send contractual information electronically, including order acknowledgements, Order Acceptances, invoices, payment requests, delivery updates, cancellation notices and refund confirmations.

42.2 You must provide accurate contact details and notify us of material changes.

42.3 Communications sent to the email address or telephone number supplied with the order will be treated as properly sent, subject to any mandatory requirement to ensure receipt or provide information in a durable format.

42.4 You should check spam and junk folders. This does not remove our legal information obligations.

42.5 We may retain electronic records of orders, checkout acceptance, applicable document versions, Product pages, quotations, communications and agreed changes.

42.6 A telephone conversation will not amend an accepted order unless confirmed by us in writing.

42.7 Later policy versions do not retrospectively alter an accepted order. We will retain superseded versions and order-specific records for evidential and compliance purposes.

43. Complaints

43.1 Send complaints to care@haarfen.com with your name, order number, a clear description and relevant evidence.

43.2 Haarfen will investigate and provide a reasoned written response within a reasonable period.

43.3 An unresolved complaint may be escalated for review by a director or senior decision-maker not responsible for the original response.

43.4 A final response will explain the decision, any remedy offered, outstanding action, available independent advice and any complaint-resolution arrangement in which Haarfen is required to participate.

43.5 Haarfen may agree to voluntary mediation or alternative dispute resolution for a particular dispute, but does not promise to participate in every ADR process unless legally or contractually required.

43.6 The complaints process does not postpone statutory refunds, cancellation rights or limitation periods.

43.7 Consumers may obtain independent advice from Citizens Advice and appropriate matters may be referred to Trading Standards.

43.8 You retain the right to bring legal proceedings.

44. Subcontracting and transfer

44.1 We may use suppliers, warehouses, couriers, installers and other subcontractors to perform the contract.

44.2 Haarfen remains responsible to you for its contractual obligations.

44.3 We may transfer our rights and obligations as part of a genuine business sale, restructuring or transfer, provided that doing so does not reduce a Consumer's rights.

44.4 You may not transfer an order or contractual rights without our written agreement, except where the law permits.

44.5 This does not prevent you from nominating another person to receive delivery.

45. Entire agreement for Business Customers

45.1 This section applies only to Business Customers.

45.2 The documents identified in the hierarchy at section 2, together with any expressly incorporated written document, constitute the entire agreement relating to the order.

45.3 The Business Customer confirms that it has not relied on a representation not recorded in the written agreement, but nothing excludes liability for fraud or fraudulent misrepresentation.

46. Severability

46.1 If any provision of these Terms is found to be unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary.

46.2 If modification is not possible, the affected provision will be treated as deleted.

46.3 The remaining provisions will continue in effect.

47. Waiver

47.1 If we delay or fail to enforce a right, this does not mean that we have waived it.

47.2 A waiver is effective only where confirmed by us in writing and applies only to the specific circumstances stated.

48. Third-party rights

48.1 Unless expressly stated otherwise, no person other than Haarfen and the Customer may enforce the contract under the Contracts (Rights of Third Parties) Act 1999.

48.2 This does not prevent us from using suppliers, couriers and subcontractors to perform the contract.

49. Governing law and courts

49.1 These Terms and the contract are governed by the law of England and Wales.

49.2 A Consumer living in Scotland or Northern Ireland retains any mandatory legal protections applicable where they live.

49.3 A Consumer may bring proceedings in the courts available under applicable Consumer law, including the courts of the jurisdiction in which they live where permitted.

49.4 Business Customers agree that the courts of England and Wales have exclusive jurisdiction.

50. Contacting us

For order, cancellation, return and complaint enquiries, contact:

Do not return Products to the registered office unless we expressly instruct you to do so.

Schedule 1: Model cancellation form

Complete and return this form only if you wish to cancel the contract. You are not required to use this form and may instead email care@haarfen.com with a clear cancellation statement.

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

Products:
____________________________________________

Order number:
____________________________________________

Ordered on:
____________________________________________

Received on:
____________________________________________

Name of Consumer(s):
____________________________________________

Address of Consumer(s):
____________________________________________
____________________________________________

Signature of Consumer(s):
[Only required if this form is sent on paper]

Date:
____________________________________________

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