Definitions

This website is owned and operated by:

Pinesolutions.co.uk
Floor 1
Rouen House
Rouen Road
Norwich
NR1 1RB

VAT Number: 927 5063 17
Company Registration number: 04774845

If you need to contact us, please email us at: sales@pinesolutions.co.uk
Or call customer services on: 0800 195 0503

Contents

1. Making a contract with us

2. How to place an order

3. Delivery

4. Cancellations and returns

5. Faulty goods

2. How to place an order

You can place an order via our website www.pinesolutions.co.uk following the prompts given or by contacting us on our freephone number: 0800 195 0503.

Once you have placed an order you will be contacted via e-mail within 24hrs (or next working day) with details of your order and further information.

Pinesolutions.co.uk will store your data securely and it will not be passed to any third parties.

3. Delivery

We currently deliver within the UK and Ireland. If you live further afield we may be able to deliver to a port or shipment company. Please call our sales team for further details (0800 195 0503).

Whilst we make every endeavor to adhere to delivery times, unfortunately Pinesolutions.co.uk cannot be held liable for any delay in delivery beyond the suppliers' control.

Please be aware that delivery charges/surcharges may apply. For more information see our delivery page.

In summary:

Standard Delivery applies to the majority of PineSolutions furniture: Your items will be delivered by one of our larger couriers on a day to be decided between you and the courier; you will also be given a time slot on the morning of your delivery day. This service is completed by a two man crew who will deliver your items to your room of choice subject to access. The Standard Delivery service costs £39 for orders under £500. For orders over £500 delivery is free to certain areas.

Items deliverable by one man come under our value delivery service and costs £29.95. This service is completed by an unaccompanied driver who will deliver your items to your front door on a ground level location.

You can customise our delivery service by adding express:

O This enables you to choose a delivery date within 7 speedy days of placing your order, providing everything is in stock – this service costs an additional £20.

Standard Delivery takes between 8-15 days after your order is in stock if you do not wish to use the Express Delivery service

Single orders of the smallest items will be delivered by Courier and costs just £9.95. Every additional small item incurs an additional £9.95 charge.

In each case the website will automatically indicate the most appropriate delivery method, based on your planned purchase.

We endeavour to give as much information as possible in respect to weight and size of our products, however, please contact our sales team on 0800 195 0503 if you are unsure.

If the goods are lost or damaged in transit, please let us know promptly by contacting us on 0800 195 0503. So we have all relevant information please follow your call up with written confirmation via email to help@pinesolutions.co.uk.

Please see our delivery FAQs for details.


Your chosen delivery date is an all day delivery; your driver will contact you on the morning of delivery to advise an approximate arrival time. Please bear in mind this may be subject to change due to circumstances outside the drivers control such as extreme weather conditions or excessive traffic. However, it is essential that someone is available to receive delivery as if you miss delivery you will be charged for the costs incurred. This is typically around £60 but varies depending on location and courier.

To keep your items in the best possible condition they are carefully packaged to avoid damage during transit. When you receive your goods please, please, please remember to keep the packaging until you're 100% satisfied with your order. In the unlikely event that you need to return the item we can only accept it in its original packaging. This is really important, as each piece of furniture needs the same amount of protection returning to our warehouse as it does on its way to our customers.

Delivery Company Disclaimer

Please be advised that whilst every care will be taken by the delivery drivers, we cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in progress. Please therefore take care to cover any carpets or furniture and remove pictures and valuables from the delivery area.

4. Cancellation and Returns

You can cancel your contract at any time up to 30 days after the day of delivery. We do require details of your wish to cancel in writing either by email to or by post to Pinesolutions.co.uk, 1st Floor Rouen House, Rouen Road, Norwich, NR1 1RB. We aim to respond within 2 working days to confirm the cancellation and details of the refund due. There is no particular requirement to give a reason for cancellation; however, a brief explanation will help us to improve the service we offer to customers in the future.

Returns are absolutely FREE.

We refund the value of your goods. The original delivery charge is non-refundable.

Please ensure the goods are packaged adequately to protect against damage and again, speak to our customer services team for further details.

If you fail to take reasonable care of the goods before they are returned to us and these result in damage or deterioration, we will charge you for the reduction in value.

Mattresses cannot be returned if they are removed from their original packaging. Flat pack items cannot be returned if they have been assembled.

For your security and protection refunds are given by the same method which the payment was made by.

This cancellation policy does not affect your statutory rights.