Our Contract With You

These terms relate to orders made online or by phone.

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

You should not proceed with your order until you have read and agreed to these terms and conditions.

1. Product Specification
   1. We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased. Please email or call no less than two working days prior to delivery to check exact sizes or potential ornamental changes as on occasions minor adjustments may have been made by our supplier.
   2. Products supplied may differ as a consequence from those on display or advertised. Unless agreed with you, the products supplied will be of equivalent value, functionality and appearance.
   3. All products are made from natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our products, you are buying pieces where varying degrees of distressing might be applied. This is very much intended and makes each piece totally individual. This may involve wood splits, wood filling, knots. Certain degrees of filler will be used on our products. 
   4. Every effort is made to display as accurately as possible the colours of our products that appear on our website and in other promotional materials. We cannot guarantee however the complete accuracy of the pictures or photographs that are shown. Many conditions such as your monitor or screen settings and batching can affect the colouring of items in a picture. Also, solid wood varies in colour and appearance from piece to piece.
2. Measurements
   1. We always try to be as accurate as possible, however measurements specified by us are always approximate. No two products of ours will ever be identical. Please contact us no less than 2 working days prior to delivery if minor changes to dimensions are going to be a problem.
3. Prices
   1. All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.
   2. The prices displayed on the website are for online purchases and promotions only and are not transferable to sales through any other means. Prices relating to any online promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.
   3. We will not be bound to honour any prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases, a full refund will be offered.
4. Payment
   1. You can pay by cash, credit, charge or debit card at the time of order. The price of any product is the price in place 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 or in our stores, 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.
   2. Payment will be taken in full at the time of the order.
   3. The contract shall not have been concluded until we have completed all of the following steps: we have received your valid, credit, charge or debit card payment details, we have accepted your order and sent you confirmation of receipt of your order by return email to the address you have given us during the registration procedure, and we have dispatched the goods to you.
   4. We are entitled to refuse any order placed by you.
   5. We reserve the right to accept either a discount code or cashback.
   6. We reserve the right to cancel and refund any order, at any time.
5. Returns, refunds and your right to cancel
   1. You have the right to cancel your order within 14 days. You must contact us within 14 days of delivery with your intention to return the item. If you wish to return the goods within the 14 days, please take reasonable care as we only accept returns in the original packaging. We request that if you open the box to examine the product, please do so without damaging the packaging or damaging the product in any way. Items returned under our 14-day money back guarantee will be subject to return fees, or you may return them at your own cost to our warehouse. Please do not return items without prior authorisation. Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account. Please take into account before purchasing our products that once the items are dispatched from our warehouses, returns charges will apply. Approved refunds can take up to 30 days to process.
   2. Please note our made to order Furniture Boards are non-returnable. Any, cutting or machining made to the boards by the customer, will make any quality claim void. 
   3. After this 14-day period has expired we do not accept returns of any items purchased unless faulty.
   4. Subject to your statutory rights, products made or altered specifically for you, may not be returned.
   5. If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require assistance, you must report the defect within 2 working days of receiving them. In unusual circumstances we may allow this to be extended to 7 days but please be aware that failure to report shortages or damaged items within 7 days is deemed by us as unreasonable, therefore please inspect all items within 2 days to avoid debates at a later date. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, re-delivery 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. Any non-faulty items returned will always be returned at your expense.
   6. We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.
   7. All items of furniture are purchased as individual items and as such we will only refund/or replace any items which are defective or damaged. You are not entitled to reject other items purchased together with the damage or defective items. In the event that replacement items are not available we will refund you the purchase price or offer a similar item from another range which we believe complements the other items you have purchased. Should you have a faulty product from a range no longer available this will not entitle any other non-faulty items to be returned. Please note our made to order Furniture Boards are non-returnable or refundable.
   8. Where an alternative carrier service is used by yourself to collect from us and paid for by you - the delivery charge will not form part of your refund should your item be classed as a manufacturing fault or be rejected under the 14-day money back guarantee. Damaged goods by an alternative outside carrier service are not our responsibility.
   9. Returns and Refund Enquiries: Please note if any items are damaged or faulty, please call us or email us, within 2 days of delivery to report this matter. So that we can better understand the issue you are experiencing, it is important that we see digital images of the affected.
      Refunds: Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund will be authorised only after a full inspection of the goods by our Returns Department to check for completeness and correct product return. You will be refunded the full invoice amount, less cost of return and/or cancellation or return fees if applicable. If you are unable, for whatever reason, to facilitate collection, return & or cancellation fees will apply. Approved refunds can take up to 30 days to process.
   10. Any refunds made to you whether in respect of our 14-day money back guarantee, delayed, defected item or otherwise will be subject to first having either enabled us to collect the item(s) or you are returning the item(s).
6. Guarantees and claims under guarantee
   1. The provisions of this clause 7 and clause 8 apply in addition to your statutory consumer rights in relation to faulty or incorrectly described products. These rights are not affected by the guarantee.
   2. The guarantor is Real Wood Solutions Ltd.
   3. We guarantee all products against faulty workmanship and/or faulty materials for a 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.
   4. These guarantees do not cover fair 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 correct care procedures as outlined in this Owner's Manual, including the oiling and waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or loss or damage caused by a third party.
7. Site content and disclaimers
   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 use our best endeavours to rectify any errors, as swiftly as possible but we cannot be responsible for any losses incurred.
   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 our 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 it.
   3. Our website is owned and operated by Real Wood Solutions Ltd
      Any material downloaded or otherwise obtained through the use of our website is done at your own discretion and risk and on the understanding that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.
8. Data protection
   1. Real Wood Solutions Limited is a registered Data Controller in accordance with the Data Protection Act 1998 ("The Act").
   2. We process your personal data in accordance with The Act.
9. Applicable law
   1. We control and operate our website a from our offices In the UK Accordingly the laws of U.K govern claims relating to them, including the use of our website and the materials contained therein. If you choose to access our website from outside Europe, you do so on your own initiative and you hereby agree that in the event of a dispute.