Terms & Conditions
Your transaction is with Maggie & Rose Ltd (“M&R” or “we”).
Description of Products
Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Site are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Site as up to date as possible, the information, including Product Descriptions, appearing on this Site at a particular time may not always reflect the position at the exact moment you place an order. We will take all reasonable care to ensure product pictures provide as accurate a representation of the product as possible – please note that screen resolutions differ from device to device and although we have made every attempt for colour accuracy, please contact the Company Customer Services if you have any questions. Colours may vary and display the product differently, according to your individual device, and the Company is not held liable for these differences.
Although every effort is made to ensure that the goods purchased are 100% free of damages and defects, due to the handmade nature of the majority of our products, minor imperfections are to be expected in certain pieces and will not be deemed as defects, or reason for return. For further explanation of this clause, please contact customer services regarding the specific item that you are interested in.
The dimensions given under each product description Specification tab are provided for your guidance. Before ordering, please ensure that there is adequate room to take the furniture through any doorways and windows, taking note of any restricted passageways, stairs and awkward turns. Please ensure you read through our Delivery, Returns & Exchanges Policy before placing your order if you have concerns regarding access within the property.
With exposure to light and air wood, maple and oak will mature to a deeper colour. This will be most pronounced in cherry wood, which mellows to a deep copper colour. For this reason objects placed on surfaces could leave 'shadows' when removed. Should this happen, exposure to daylight will eventually darken these paler areas.
Wood is a natural product and each piece will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one piece to another and even within the same product. Due to the handmade nature of most of the furniture on the Company Site, minor imperfections can occur and will not be considered defects or reason for return.
If you would like to know more about a specific product please contact the Customer Services Team.
Paint, Varnish & Stain Finishes
Although we make every effort to represent paint, varnish and stain colour finishes as accurately as possible there will be variations in colour between batches. We recommend that if you desire a matching set of furniture in the exact same colour that you order the entire set in one transaction. There will always be subtle differences in hand painted furniture, as this is part of the character and uniqueness of the individual piece. This is not considered a fault or defect. Small nicks, scratches and non-threatening cracks are all part of the look of the piece and are not considered defects.
On point of purchase The Company will take full payment in advance of production times (where applicable) and delivery. All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery. You confirm that the method of payment that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
Guarantee for Furniture
We may repair, replace or refund you for any Goods that have a material defect at the point of sale, and up to a period of twelve (12) months from the date of delivery, provided the faulty Goods are returned complete with all components. Unless you specifically request a repair, replacement or refund, We will suggest the most applicable in the circumstances. However, this warranty does not apply in the following circumstances:
Fair wear and tear
You, or any third party, not taking sufficient care, wilful damage or accident
Improper use or installation
Use of the Goods outside the specifications, or specific application, detailed in any Maggie & Rose Ltd at Home documentation (including on any website, etc) relating to the Goods
Where the Goods have been repaired or modified by persons not authorised by Maggie & Rose Ltd
Refusal of Transaction
We reserve the right to withdraw any products from this Site at any time and/or remove or edit any materials or content on this Site. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this Site whether or not that product has been sold, removing or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun. To be eligible to purchase products on this Site and lawfully enter into and form contracts on this Site under English law you must:
Register by providing accurate information including: your name, phone number, email address, payment details and other requested information
• Be over 16 years of age
• Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
Any customs or import duties levied once your parcel reaches your country will be the responsibility of the customer. We have no control over these possible charges and unfortunately cannot predict what they will be.
If charges are levied in your country and you refuse to pay them, you are responsible for the original shipping costs to you, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package. These costs will be subtracted from your merchandise refund and your credit or debit card will be charged accordingly.
We do not guarantee any timescale for parcels arriving to UK or international destinations; we can only give our best estimate of delivery times. The Company makes no representation that materials on this Site are appropriate or available for use in other locations, and accessing them from territories where their contents are illegal is prohibited.
Those who choose to access this Site from other locations do so on their own initiative and are responsible for compliance with local laws.
We accept all major credit and debit cards. All transactions are in GBP UK Pounds Sterling. We provide you with a facility to convert the prices into your currency as a guide; we suggest you check the information you receive from our currency converters with your credit card provider. All rates quoted would be at the exchange rate prevailing at that precise moment, and may not be the exact cost your credit card company will charge. Please contact your card issuer for details on any charges they may make to convert currencies.
Defective, Faulty or Damaged Goods
In the highly unlikely event that your order arrives damaged or faulty please email email@example.com within 24 hours of receipt of goods inclusive of bank holidays and weekends as this email will still be monitored. Although every effort is made to ensure that the goods purchased are 100% free of damages and defects, due to the handmade nature of the majority of our products, minor imperfections are to be expected in certain pieces and will not be deemed as defects, or reason for return. For further explanation of this clause, please contact customer services regarding the specific item that you are querying.
You will be required to supply evidence in the form of, but not limited to, photographs to corroborate any claims of the outer packaging of the product(s), inner packaging of the product(s) and the product(s) itself. We will endeavour to repair or replace the damaged or faulty goods and require full cooperation from the receiver in order to assist.
Although an extremely rare occurrence, we do not accept any claims for damage caused by the customer.
During the returns process of the item (please see full Delivery, Returns & Exchanges Policy for further details), the contract of sale between The Company and the customer is still valid and subject to the Contract Cancellation terms.
We reserve the right to request that any defective, faulty or damaged pieces are returned to the Company premises in their original packaging for testing and repair or replacement if necessary and the costs of return will be met by The Company in the first instance in order to process the return of the goods for further inspection. The costs of such return will be deducted from any applicable refund due to the customer if the defect, fault or damage is found to be the result of the customer or the customer's agent's actions. This is including but not limited to incorrect assembly of pieces causing irreparable damage, physical damage (such as scuffs, scratches and dents) caused during home installation and tampering with goods in such a way that they no longer have the same physical appearance or functionality as when they were delivered.
Non-Bespoke & Non-Special Orders
Order acceptance and the completion of the contract between you and The Company will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with the “Contract Cancellation” section of these terms and conditions. Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock
• The product you ordered carrying an unexpected lead time not already stated at time of purchase
• Our inability to obtain authorisation for your payment
• The identification of a pricing or product description error
• Not meeting the eligibility to order criteria set out in the Terms & Conditions
If there are any problems with your order, you will be contacted by our Customer Services Representatives within 1-2 working days.
We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party gains unauthorised access to any data you provide when accessing or ordering from the Site.
Bespoke or Special Orders
Bespoke orders are any orders where the product is made only upon receipt of an order from a client. Bespoke pieces are not held in stock and are produced on a made-to-order basis only. Special Orders are orders where the product is not stocked and is specifically sourced for the customer's individual order. This includes, but is not limited to, all furniture orders where specific sizes, colours and finishes are requested. In such circumstances reduced cancellation rights apply. Bespoke or special orders are exempt from the Consumer Contracts Regulations and, once confirmed, orders cannot be cancelled, amended, exchanged or refunded under any circumstances.
Bespoke or Special Orders (including all Furniture) Collection/Delivery
We will offer you the first available date for delivery in your area. This is normally 5 working days for the UK from the date we have contacted you to arrange delivery. International deliveries vary and will be confirmed upon contact with The Company' Customer Services. We request that you accept the earliest date offered for delivery.
If the item you have ordered is not in stock and has a lead-time, the 5 working day delivery time scale is not included in this lead-time. We only deliver through a ground floor and go up to a second floor level. We cannot deliver above this level unless there is suitable lift access. If you require a special delivery, any extra charges are to be paid by you, the customer. We sell some large and heavy products that on health and safety grounds require more than a two man delivery - we will call you to advise you of any extra cost involved in delivering before your order is processed.
If we attempt to make a delivery on the delivery date that you have accepted and no one is present to receive the goods, necessitating a repeat delivery, you will incur a repeat delivery charge equal to not less than the original charges that were paid for the aborted delivery. If the original delivery was free of charge, the repeated delivery would be charged at the Company standard chargeable rate that would regularly apply to the size, nature and delivery location for the Goods. This must be paid prior to the redelivery, even if the original delivery was free of charge. This repeat delivery charge will also apply if you cancel an agreed delivery date less than two working days prior to the agreed date. If your goods remain at our warehouse for more than four weeks, during which time you fail to accept delivery/redelivery (despite The Company having contacted you to do so), you will incur storage charges of £50 per week for a period of either 6 months or until the storage charges amount to the value of the order, whichever occurs first. We also reserve the right to cancel your order and retain up to 100% of your order value.
Credit or debit card - Refunds are made to the same credit or debit card from which the payment was received.
Bank transfer - Refunds are made to the same bank account from which the payment was received. We will require full details and evidence of the payment from the bank account to make a refund payment.
Contract Cancellation - Consumer Contracts Regulations
You are entitled to cancel this contract if you wish to do so, provided you exercise your right no longer than 14 consecutive days after the day on which you receive your delivery (excluding bespoke orders – please see below). To exercise your right of cancellation you must give written notice to The Company via letter or email with full details of your order. Notification by telephone is not sufficient.
If you exercise your right of cancellation after the items have been delivered to you, our Customer Services team will contact you to arrange the suitable return of your order in accordance with our Returns Policy. The Company returns collection will be made via a preferred courier of our choosing and we will discuss the best day for collection, excluding weekends and holidays, with you. Alternatively, you can choose to return the item via a courier or postal service of your choice. Further, you must take reasonable care to ensure the items are not damaged in the meantime or whilst in transit. The Company reserves the right to refuse a refund on the item, or deduct up to 100% of the original selling price from the refund amount if we find that the product has not been returned to us in it’s original and fully resalable condition. Products that fall into the following categories will not be refunded unless they are proven to be faulty;
Any goods made to a customer's own specifications, made to measure or personalised items (see Bespoke Orders section above)
• Self assembly furniture cannot be returned once assembly is part or fully completed
• Mattresses or mattress toppers, duvets, pillows, personal grooming products, cosmetics and jewellery.
Once the returned item has been received, all undamaged and correctly returned products will be refunded; if the Company return service was used, the refund will be processed less £5.95. If you would like to exchange your order, we will happily process the exchange and ship out the replacement item to you free of charge on our standard delivery service, once we have received £5.95 payment for the return shipping charge.
If you wish to exercise your right to cancel this contract prior to order dispatch, please email firstname.lastname@example.org or call Customer Services on +44(0)20 8994 7211 immediately. If your order has already been dispatched please follow the procedure set out in Delivery & Returns once it arrives with you.
This does not affect your statutory rights.
What is VAT
VAT is a tax that's charged on most goods and services that VAT registered businesses provide in the UK. This tax is included within the product price of those applicable via UK law.
The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England & Wales.
Telephone number: 020 8994 7211 (international +44 20 8994 7211)
Contact e-mail address:
Office opening hours: Monday – Friday; 10.30am – 5:30pm (excluding UK bank holidays)
Company No. 06450897