Terms and conditions.
Please read all these terms and conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with.
1. Company Details
1.1 Any order that you place with us is subject to product availability and acceptance by us. When you place your order online we will send you an email to confirm that we have received it. This email confirmation will be produced automatically so that you have confirmation of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order. Once we have sent the confirmation email we will then check availability and contact you with a further email. If the Goods are available and the details of the order are correct, this email will be deemed an acceptance and will specify delivery details and confirm the price of the Goods purchased. If the Goods are not available we will also let you know by email.
1.2 All prices listed on the Website are correct at the time of publication however we reserve the right to alter these in the future. We also reserve the right to alter the Goods available for sale on the Website and to discontinue any product line or service.
1.3 We can make changes to the Goods which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.
1.4 The contract for the Goods will be accepted at the time of despatch of your order. We will confirm this to you in writing. You must inform us immediately if any details are incorrect. If your order has not been accepted you will be notified of this in writing together with the reasons.
2. Prices & Payment
2.1 All prices listed on the Website are correct at the time of publication however we reserve the right to alter these in the future. Prices are exclusive of delivery charges which will be added to your order.
2.1 We reserve the right to cancel the order if there has been a genuine mistake with the advertised price.
2.3 The total price for Goods ordered, including delivery charges, will be displayed on the Website when you place your order. Full payment must be made before Goods are despatched.
2.4 You must pay for your order before it is delivered.
2.5 These terms and conditions apply to the use of this website. By using or accessing our website and/or placing any orders you agree to be legally bound by these terms and conditions.
2.6 You should not proceed with your purchase until you have read and agreed to these terms and conditions.
3. Delivery
3.1 Delivery periods quoted at the time of ordering are approximate only and may vary. Goods will be delivered to the address nominated by you at the time of ordering.
3.2 All orders are custom made and can take up to 4 weeks for dispatch. We will aim to provide a quicker dispatch where we can on request at our own discretion.
3.3 All orders are delivered by a reputable courier or our own delivery team, depending on your location. We will make every effort to deliver within the time stated however we will not be liable for any loss caused to you by late ordering. If the Goods are not delivered within the estimated delivery time which we quote, please contact us by telephone or email and we will try to ensure that you receive your order as quickly as possible.
3.4 No refunds of the delivery charge are made for late deliveries.
3.5 Incomplete orders must be notified to us as soon as possible following delivery and within 3 days of delivery. We will either arrange for the missing items to be delivered to you at no extra cost.
3.6 All risk in the Goods shall pass to you upon delivery.
3.7 If you fail to accept delivery of the Goods at the time they are ready for delivery, or we are unable to deliver the Goods at the nominated time due to your failure to provide appropriate instructions, documentation, licences, consents or authorisations, then the Goods shall be deemed to have been delivered to you and all risk and responsibility in relation to such Goods shall pass to you. Any storage, insurance and other costs which we incur as a result of the inability to deliver the Goods shall be your responsibility and you shall indemnify us in full for such cost.
3.8 It is the responsibility of the customer to ensure adequate access at the point of delivery and that the item is fit for the purpose it is intended for prior to purchase. If for any reason the item cannot be delivered due to access problems or missed appointments the item will remain the property of the customer. Cancelling or non-acceptance of delivery slots issued by our third party company may result in delays while they try to rearrange routes, or wait to know when they are next in your area. In all cases, further attempts to deliver will incur a delivery charge.
3.9 It is your responsibility to check the condition of the product on arrival. You must do this and we request that you report any quality issues (faults, or transport damage) within 3 days of delivery. In order for us to process issues like this, we will ask for four photographs as proof of the issue to be emailed to eqlibriumsupplies@gmail.com . These must be:
a) A photo of the damage/fault
b) A photo of the condition of the exterior of the packing
c) A photo of the consignment label on the box
s) A photo of the product in its box, showing how it was packed.
Without these, it becomes more difficult to determine the cause of the fault/damage, and therefore which route to take for eventual replacement or refund, if applicable.
3.10 We do not generally deliver to addresses outside England and Wales, Scotland, Northern Ireland, the Isle of Man and Channels Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.
4. Your Information
4.1 Where we have requested information from you to provide Goods you agree to provide us with accurate and complete information.
4.2 You authorise us to use, store or otherwise process your personal information in order to provide the Goods to you and for marketing and credit control purposes (the “Purpose”). The Purpose may include the disclosure of your personal information to selected third parties from time to time where we believe that the services offered by such third parties may be of interest to you or where this is required by law or in order to provide the Goods to you. More information can be found in our Privacy Policy.
4.3 You are entitled to request a copy of the personal information we hold on you. Please contact us if you wish to request this information.
5. Complaints
5.1 We take complaints very seriously and aim to respond to your complaints within 5 business days. All complaints should be addressed to EQlibrium Supplies LTD, 5 Addlestone Rd, Addlestone, KT152RX
6. Site Content & Disclaimers
6.1 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.
6.2 To the maximum extent permissible by laws, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on this 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 this website.
6.3 Our total liability in regard to this contract shall be limited to the value of the goods.
7. Terms of Goods
7.1 Product Specifications:
The majority of our products are sold fully assembled, however on occasions certain pieces will need assembly. Some assembly charges may apply, please check at the time of purchase.
We endeavour to display the colours of our products as accurately as possible, however we cannot guarantee complete accuracy. In addition we cannot guarantee exact colour matching of products ordered at different times.
The specifications of each product are given in as much detail as possible. You are responsible for determining that any order of goods will meet with your requirements and that the fabrics/materials used in production are fit for your purposes.
You must check with your local council that any
10.3.4 Cabinet Furniture
Real wood products are characterised by imperfections and shade variations. Each piece is unique and continues to evolve and mature with age, affected by its surroundings and external factors such as temperature and humidity.
Marble, travertine, stone and granite may all present variations and unique colourings developed during its evolution.
Please refer to our care guides and the care guides provided by the manufacturer for the best ways to keep your furniture looking like new.
All sizes are approximate.
5. Cancellation & Returns
5.1 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.
5.2 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.
5.3 In compliance with the Consumer Contracts Regulations your right to cancel your order starts when you place your order and ends 14 days after you have received your goods. To cancel your order, please do this in writing by either letter or email.
5.4 You then have a further 14 days within which to return the goods to us. 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. We will not collect the items on your behalf in this instance.
5.5 The product must be in its delivered form and must not have been tampered with in any way. You must package the product in the same original packaging it was delivered in, or we may impose a 25% repackaging fee. We recommend taking photos of the product, the packaging, and the condition of the exterior of the box before sending back, so that if your courier causes damage you will have recourse with them.
5.6 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. Should it be determined that the item has been handled or used an amount may be deducted from the refund or a refund may be denied.
5.7 Where a refund is to be paid we will process the refund due to you as soon as possible and, in any case within 14 days of the day we receive the returned goods. We regret that any cancellations of orders will not result in the delivery charge being refunded.
5.8 We accept liability for any damage or shortfall of goods delivered subject to being notified within three days of delivery. We will arrange collection of the goods, and once we have received the goods and inspected them, we will send a replacement. The time scale for replacement will be based on the advertised lead time of the product. E.g. if it’s next working day, we will ship the replacement the next working day after receiving the original goods at our warehouse. Note however that if the item has become out of stock since you placed your original order, the replacement will be subject to backorder and may take longer to arrive.
5.9 The Consumer Rights Act 2015 allows the consumer 30 days to report a manufacturing fault from the date of delivery. If you notify us after the 14 day period in which you can cancel your order under Consumer Contracts Regulations, then we are within our rights to offer a repair or replacement rather than a refund. Following any repair or replacement the consumer has the remainder of the 30 days or 7 days (whichever is longer) to assess the repair/replacement.
5.10 Should repair/replacement fail, be disproportionate or not possible, the consumer will have the right to a price reduction or a final right to reject.
5.11 Made To Order Products: If you decide to cancel your Made to Order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We'll therefore reserve the right to charge a cancellation fee of 25% of the order value.