Terms and Conditions
Terms & Conditions of Sale
By purchasing from Graham & Green, you (the customer) accept the Terms & Conditions below, agreeing to read all our policies of sale on this page and also the Delivery, Returns and Order Confirmation.
When you place an order, we will require your name, e-mail address, contact telephone number and payment details. Without this information we will not be able to process your order.
An email confirmation is only a confirmation that we have received your order and/or payment. It is not an acceptance of your order and we retain the right to contact you and issue a full refund in the event of complications with your order; including, but not limited to, incorrect pricing, stock availability and delivery charges.
A contact telephone number is also required so that we may reach you if there is a problem with your order, or if your order requires a delivery quote. We may, unless you advise us otherwise, pass this information to our couriers or other agents in case they need to contact you to arrange the processing or delivery of your order.
Once your order has been despatched and delivered, the completion of the contract between Graham & Green and yourself takes place. We may not be able to fulfil your order due to the following reasons:
- The product you ordered being out of stock
- Your payment has been declined
If there are any problems with your order, you will be contacted by one of our Customer Services Representatives either by email or by phone.
We reserve the right to reject any offer of 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 procures unauthorised access to any data you provide when accessing or ordering from the Website.
Please note that you are entitled to cancel this contract if you so wish, provided you exercise your right no longer than 14 working days after the day on which you receive the products. If you wish to exercise your right to cancel this contract prior to order despatch, please contact our customer services department on firstname.lastname@example.org. If your order has already been despatched please follow the procedure set out in our Returns Policy.
Product Pricing, Descriptions, Images & Estimated Time of Arrivals
All prices published are in pounds sterling and are inclusive of VAT at the prevailing rate. 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 Website and in our catalogue are correct at the time when the relevant information was entered onto the system.
Although we aim to keep the Website and our catalogue as up to date as possible, the information, including product descriptions, dimensions and pricing, may be subject to change without notice. The images shown online and in catalogues are for illustration purposes only. Many products are also shown with additional props but these are not included in the sale of a product unless otherwise specified.
ETA dates are for guidance only and may change due to unexpected delivery problems. ETA dates reflect when deliveries are expected to arrive at our warehouse, please allow a further 7 days for stock to be quality control checked and booked in. Items arriving from overseas may be subject to severe delays and we are unable to keep accurate ETAs on these items.
Due to the fact our stock levels are updated periodically, a product may sell out during time you have placed your order and when we try to fulfil it. If this does happen we will contact you within 3 days with an alternative item or refund your money.
Sale Item Disclaimer
Sale prices are valid from the time that it displays online and cannot be retrospectively applied to an order. If an item was purchased at full price, it will need to be returned in the appropriate way and then reordered.
We have very limited stock of our sale items, and we do not take back orders on any of these or any items. Due to the fact our stock levels are updated periodically, a product may sell out during time you have placed your order and when we try to fulfil it. If this does happen we will contact you within 3 days with an alternative item or refund your money.
Each sofa collection is covered by a manufacturer’s guarantee of various lengths and inclusiveness. Please refer to the item product page or ask a member of staff prior to purchase so that you can be provided with correct and complete information.
Payment for all orders is at point of sale and not at point of despatch.
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 credit or debit card 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. We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. 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 Website whether or not that product has been sold.
To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:
- Register by providing your real name, phone number, e-mail address, payment details and other requested information.
- Be over 18 years of age.
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and temporary addresses are not acceptable.
- 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.
We do not accept international payment over the phone or via our Website. You can however make a bank transfer – please call our customer service team on +44 (0) 1225 418 200 for more information.
Unless otherwise stated, promotional codes cannot be used in conjunction with any other offer or discounts.
Free delivery promotions are valid on mainland UK orders only. Unfortunately this excludes Northern Ireland, Guernsey, Isle of Wight, Jersey, Isle of Man, Isle of Scilly, Scottish islands and Republic of Ireland.
You may use published promotional codes through our Website, over the phone and in stores unless otherwise stated (i.e. valid only online) and not in conjunction with any other offer. You may participate in offers once only. Unless otherwise stated, Kartell products, P&P, gift vouchers and sale (clearance) items are excluded from offers. These offers are not for resale or publication and only apply to personal orders with all orders being subject to acceptance under Graham and Green’s standard terms and conditions – orders that are considered to be commercial may be excluded from the offer. Promotional codes are not valid against shipping rates. In the case of part-refunds, a percentage of the item’s value will be calculated and refunded as per the total order value. Promotional codes may only be redeemed against in-stock items and cannot be retained for usage beyond their date of expiry. Where a minimum spend is stipulated, this refers to the order subtotal exclusive of shipping.
We are unable to apply discount codes retrospectively to an order once the sale has been made.
We reserve the right to cancel any promotion, offer or promotional code after seven working days of publication.
Our furniture promotion (7-9 December 2018) is valid only on items in the FURNITURE category of our website or deemed as furniture by the managers of our stores. The offer is valid only on full-price items and excludes any Kartell products. All other standard terms and conditions apply to this offer, which are outlined below. The promotion states that items will be “delivered in time for Christmas”, this applies only to furniture items ordered for delivery within mainland UK as defined on our delivery page, and our usual terms and conditions for delivery apply as outlined on our delivery page. The offer includes bespoke and made-to-order furniture but this will not be delivered before Christmas due to lead times to make, despatch and delivery the bespoke item.
If you wish to purchase a ‘made to order’ item, the contract may be cancelled no longer than 14 working days after delivery of the item. All bespoke items are made to your specification and a 20% restocking fee (of the total value of the products) will be deducted from the refund of the item. The item must be returned in a perfect, saleable condition, in its original packaging and at your cost. Failure to do so may result in Graham & Green being unable to refund you.
Furniture ordered with a customer’s own fabric or material cannot be cancelled, returned or refunded once purchased.
We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
Gift vouchers cannot be redeemed online. Customers can spend their gift vouchers by calling our Customer Services team on 01225 418 200 or in person in our stores. Gift vouchers will expire one year after date of sale. All gift vouchers are delivered using Royal Mail Signed For delivery.
All product names, copy, product images, buttons, Website graphics are copyright of Graham and Green Ltd. No unauthorised use of copy, product tiles or product images may be used without express permission or approval by Graham and Green Ltd.
‘Graham and Green’, ‘Graham & Green’ , the G&G logo or variations of the G&G logo are registered trademarks of Graham and Green Ltd.
Warping and Expansion- Please note that products made from wood may warp or expand when subject to changes in temperature and humidity. Our wooden furniture should never be left by a radiator or under windows.
Product Imperfections- Many of the items sold are handmade using traditional techniques or rustic or natural materials and therefore will vary from the picture on the Website and no two items will be identical.
Sunlight Damage- Please note that upholstery and wooden furniture is likely to fade if left in direct sunlight for prolonged periods. Double or triple glazed windows are able to slow the rate of damage caused by UV light, but we suggest keeping susceptible items away from direct sunlight.
Graham and Green provide a 1 year guarantee for all our lighting products.
During this guarantee period, the Company will replace the product or its defective parts, or offer a credit note for the value of the item, subject to the terms and conditions.
- Guarantee services will be provided only if the original invoice or sales is presented with the defective product within the guarantee period. The Company may refuse guarantee service if these documents are not available.
- This Guarantee does not cover transport costs and risks associated with transport of the product to and from The Company instructions.
- This guarantee does not cover:
a) Periodic maintenance, the repair or replacement of parts due to wear and tear
b) Consumables (components that are expected to require periodic replacement during the lifetime of a lamp such as batteries, starters, bulbs, ballasts, etc.)
c) Damage or defects caused by use or treatment of the product inconsistent with normal use
d) Damage or changes to the product as a result of:
- Misuse, including: – treatment resulting in physical, cosmetic or surface damage or changes to the product failure to install or use the product for its normal purpose or in accordance with The Company.
- Installation or use of the product in a manner inconsistent with the technical or safety laws or standards in the country where it is installed or used
- Use of the product with accessories, peripheral equipment and other products of a type, condition and standard other than recommended by the Company
- Repair or attempted repair by persons who are not authorized by The Company and adjustments, adaptations without the Company prior written consent
- Accidents, fire, liquids, chemicals, other substances, flooding, vibrations, excessive heat, improper ventilation, power surges, excess or incorrect supply or input voltage, radiation, electrostatic discharges including lighting, other external forces and impacts.
Many of our items including large pieces of furniture and mirrors are always in stock, but during busy times of the year, stock may sell out quickly or be limited in availability.
Where a product is not in stock, we try our very best to display an estimated re-stocking date on a product page if the information is available. We also provide you with the opportunity to register your email address on a product page to be notified as soon as stock is booked in to our warehouse.
Our made to order products have their own delivery leads times and you are encouraged to look at these prior to placing an order.
If you use our Design Consultancy Service please be aware of the following terms and conditions.
- Whilst our design team will make every effort to be provide correct and accurate room plans, we cannot be held responsible for error if incorrect measurements have been supplied or details (such as wall fixings and radiators) have been omitted.
- All deposit payments much be made in advance of the services taking place.
- The deposit can be redeemed against an order of £1,000 or more, excluding delivery charges and once any discounts have been applied.
- Any cancellations or changes to appointment must be communicated to the consultancy team on email@example.com as soon as possible.
- Any products purchased following the design consultancy service and any delivery services used are subject to the general terms and conditions outlined at the top of this terms and conditions page
- We reserve the right to refuse to take on any new clients for any reason.