• Tel: 0333 200 4606
  • Email: info@pinesolutions.co.uk

Free Delivery - Free Exchanges - 0333 200 4606

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Terms & Conditions

Please read through these terms and conditions before placing your order. They do not affect your statutory rights. Placing an order with PineSolutions.co.uk constitutes your agreement to be bound by these terms and conditions.

PineSolutions.co.uk reserves the right to change these terms and conditions from time to time without notice to you and any changes will take immediate effect on the day they are posted. You will be requested to read and accept these terms and conditions every time you place an order. For this reason we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions.

Before placing your order, if you have any questions relating to these terms and conditions please call us on 0333 200 4606 for further assistance.

Company Details

Pinesolutions.co.uk is a trading name of The Cotswold Company (UK) Limited who own and operate this website.

The Cotswold Company (UK) Limited
Ground Floor
Norfolk Tower
48-52 Surrey Street

VAT Number: 927 5063 17
Company Registration number: 04774845

If you need to contact us, please email us at: info@pinesolutions.co.uk
Or call our customer service team on: 0333 200 4606


1. How to place an order

2. Payment

3. Delivery

4. Cancellations and returns

5. Price Match Promise

6. Competitions and Offers

7. Pricing

8. Customer Photos

9. Customer Opt-In & Privacy Policy

1. How to place an order

You can place an order via our website www.pinesolutions.co.uk following the prompts given or by calling us on 0333 200 4606.

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.

The successful placement of your order is deemed your acceptance of these terms & conditions. Completion of the contract between you and us will take place upon the despatch of your products ordered, unless we have notified you we do not accept your order or you have cancelled in accordance with Cancellation and Returns at Section 4 of these Terms & Conditions. In the unlikely event that we are unable to accept your order, we will notify you as soon as possible. Non acceptance of an order may be as a result of one of the following:

  • The product you ordered being unavailable from stock
  • A product pricing or description error
  • Our inability to obtain authorisation for your payment.

We reserve the right to modify or withdraw temporarily or permanently this website or any part thereof with or without notice to you.

After your order has been completed we may contact you with a short customer survey. We would be very grateful if you could complete it as it will help us to continue to improve our customer service. Some sections of these surveys will be posted on our website using your name and location (ie initial, surname, county). If you would prefer that your comments aren't used in this manner please let us know.

After your order has arrived with you, we may contact you to ask you to leave a review of the product(s) you have ordered. Submitted reviews will automatically appear on the relevant product page but we reserve the right to alter or remove reviews in the following cases:

  • The review is not relevant to the actual product itself, ie applies to the service you received from PineSolutions
  • The review contains language that could be considered offensive to other users
  • The review contains spelling errors or grammatical mistakes that effect the readability of the review and presentation of the page. Please note that in this case, the review will normally be amended, as long as it doesn't conflict with the first two conditions.

Once you have set up your account with us as part of the order process, you will be able to access your order details from our website. Details of how to set up your login can be found at Order Tracking.

Making a purchase and/or creating an account with PineSolutions will automatically subscribe you to our customer database. As a member of our database you will receive our seasonal catalogue, exclusive promotional discounts, previews to new ranges and our latest news via email. You can unsubscribe from this correspondence by selecting the 'unsubscribe' option at the foot of our emails or by contacting our customer services team via phone or email. Contact details for our customer service team can be found on our contact us page.

Vouchers may be made available to you by us or by selected affiliate websites. They will give you a saving off your order or service with us. To use a voucher code you must enter the code during the checkout process. Please note:

  • Only one voucher code can be used per order.
  • The Vouchers cannot be applied to past orders and cannot be backdated or redeemed for cash.
  • PineSolutions reserves the right to withdraw or terminate any of its Vouchers at any time.
  • PineSolutions also reserves the right to reject the use of a Voucher where fraud is suspected.

Any products identified as 'End of Line' in the product description are discontinued items of which we will not get any more stock. This means that we will be unable to source parts or exchange this product for a new equivalent in the event of a problem. This is reflected in the price of the goods. All products are new and sold as new. This status and discount does not affect your statutory right to a refund in event of dissatisfaction. Please refer to our Refunds policy which applies to all products sold.

2. Payment

Payment for your order is made at the point of placing the order. We accept most types of credit and debit card, although we are unfortunately unable to accept American Express payments at this time. Alternatively, you can pay by cheque, which should be made payable to PineSolutions.co.uk and posted to our Head Office address. Goods will not be despatched until a cheque payment has cleared in our bank. We are also now offering finance options for orders over £500 - please see the below section for full details.

We will advise you if your payment details cannot be authorised for any reason or if your cheque has failed to clear. We will then arrange for payment to be made by another method.

If your order has a lead time of more than 4 weeks, you can opt to pay 10% or other deposit amount. In these circumstances the balance of payment will become due once your goods are ready for despatch.

Whilst we make every effort to adhere to specified lead times, PineSolutions.co.uk are occasionally subject to delays from our suppliers, which may affect your delivery times. Unfortunately, PineSolutions cannot be held liable for any delay in delivery beyond our control.

All prices and charges on our website are quoted in Pounds Sterling. All product prices include VAT, but exclude any delivery costs. These are calculated as part of the checkout process, based on the delivery location and the size or weight of your goods. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the order.

For your security and protection should we need to refund you for any reason refunds will be given by the same method which the payment was made by.

Finance Options

We now offer finance for customers who are over 18 years old, have lived in the UK for at least three years and are placing an order for in stock or short lead time items to a total value of £500 or more, excluding Direct Despatch items and delivery costs.

Our finance package is available online, over the phone or in store. There are no fees for taking up interest bearing or interest free credit, but we do levy a £2.50 administration charge if the order is cancelled after the finance has been applied for.

A deposit is required at the point of sale of at least 10% of the order value for interest bearing credit and 20% for interest free credit, which can be paid by credit or debit card. Once finance has been authorised, it is valid for 90 days, and your first instalment will be payable approximately 30 days after your order has been delivered. Delivery must be to the billing address, and you can select your preferred delivery date at the time of ordering for in stock items; however, please bear in mind this will be dependent on your finance agreement being verified and we cannot be held responsible for any resulting delay in delivery.

Unfortunately we are unable to provide finance for our direct despatch goods at this time. If you are unsure which items are eligible, please speak to a member of our Customer Services team on 0333 200 1725. Finance for qualifying orders can be selected at our checkout, which will take you through to the Pay4Later finance platform for an instant decision. Our online retail finance platform is powered by Pay4Later. Customer finance is provided by Close Brothers Group plc.

Examples of credit are:

Orders over £ 500, requires a minimum 10% deposit and 12 months credit incurs an APR of 9.9%.

For example; £ 500 order, deposit of £ 50, monthly repayment over 12 months is £ 39.45, incurs interest of £ 23.43 and a total cost of £ 473.43 (excluding deposit)

Orders over £ 1,000, requires a minimum 20% deposit for 12 months interest FREE credit, 0% APR

For example; £ 1,000 order, deposit of £ 200, monthly repayment over 12 months is £ 66.67, total charge for credit £ 0.00, total payable £ 800 (excluding deposit)

For any further information on this, please contact our Customer Services Team

3. Delivery

We will deliver your goods to the address you provide us with at the time you place your order (if you are taking advantage of our finance package, we will only deliver to the billing address). We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipping company. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us. Unfortunately, if we are provided with incorrect information which leads to a failed delivery, you will be charged for the costs incurred in line with our redelivery charges listed below. Also note that in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping.

Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Subsequently, your out of stock items will be delivered at a later date. Please note that if you choose to split your order like this, the second delivery will incur a delivery charge. Please contact our Customer Services team on 0333 200 4606 for further details.

Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please note that there may be restrictions on how many flights of stairs the delivery team can deliver up, if you have any questions regarding this, please contact our team. 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 0333 200 4606 if you are unsure.

During the order confirmation process we ask our customers for information that will help our drivers deliver successfully. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.

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 and the route to it through your property.

You will be asked for a signature on receipt of your order, and where possible signatory confirmation that your goods arrived in a satisfactory condition. Please see section 4 of these terms and conditions below for full details of what to do should you need to return your goods for any reason.

For all deliveries, it is essential that someone authorised to accept your furniture for you is available to receive delivery. Unfortunately, we will not be able to deliver your goods if there is no one at home to sign for them. If you miss your delivery you will be charged for the costs incurred. Re-delivery charges are £30 for Standard Delivery, £60 for Heavy Item Delivery and surcharges can apply depending on your location. Please note that all our delivery and collection services offer an all day service and we are not able to advise of specific delivery times in advance unless otherwise stated on your delivery confirmation. Please see our delivery page for more information. Due to the special delivery requirements for large orders over £4,000 in value, a missed delivery will incur a charge of 5% of the order value. Please contact the team if you are concerned about your delivery, and we will be happy to work with you to find a suitable slot.

To keep your items in the best possible condition, they are carefully packaged to avoid damage during transit. When you receive your goods, please remember to keep the packaging until you're 100% satisfied with your order. In the unlikely event that you need to return any item we can only accept it in suitable 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.

If you have taken advantage of our Packaging Removal & Recycle service, the driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults with your order may result in a charge for return transport being taken off your refund.

Similarly, if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until a later stage may result in a charge for return transport being taken off your refund.

Whilst we will endeavour to adhere to delivery time slots, 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.

If the goods are lost or damaged in transit, please let us know promptly by contacting us on 0333 200 4606. So we have all relevant information, please follow your call up with written confirmation via email to help@pinesolutions.co.uk

Please check our delivery page for specific details on each of our delivery services and upgrades available.

4. Cancellation and Returns

i.) Cancellation - You have the right to cancel your contract with us at any time up to fourteen working days after the day of delivery. If you wish to cancel your order you can do so in writing, either by emailing us at help@pinesolutions.co.uk or by post to PineSolutions.co.uk t/a The Cotswold Company Limited, Ground Floor, Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA, or by calling 0333 200 4606. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details if goods have already been delivered.

Goods can be returned for free to our Distribution Centre nearest to you, the details of which can be provided by our customer service team once you have notified us of cancellation. You must exercise a duty of care over the goods until such time as they have been received by us as you will be held responsible for any damage incurred after delivery to you. It is normally more cost effective and convenient for us to organise return transportation on your behalf and this will also relieve you of your duty of care once goods are handed over to the courier.

Assembly services must be cancelled at least 24hrs before assembly is to take place. We cannot refund these charges after that time as the assembly team will have been booked and reserved for you.

ii.) Returns - At PineSolutions we pride ourselves on providing the best quality furniture along with the highest level of customer service, which is why we offer Free exchanges and free returns on all our products. If for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to arrange collection of your order. Any items being returned should be in their original packaging and in the same high quality condition that they arrived in.

We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please call us on 0333 200 4606 and we may be able to send you a sample.

iii.) Faulty Goods - While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please call us on 0333 200 4606 and one of our Customer Services Team will happily take you through the returns process. You have 30 days from the date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing by way of an email to help@pinesolutions.co.uk.

Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately we are unable to accept goods back if any changes have been made, as this will invalidate the manufacturer’s warranty.

If you are ordering flat pack furniture we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture.Part assembled furniture is more likely to reach us in damaged condition. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please call us on 0333 200 4606 and we will arrange a replacement.

If you have taken advantage of our Packaging Removal & Recycle service, we ask you to thoroughly check the condition of your furniture before signing for delivery. In the unlikely event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults wtih your order may result in a collection fee being taken off your refund.

Similarly if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until a later stage may result in a collection fee being taken off your refund.

Returns within 14 days of delivery Returns within 14-30 days of delivery
Damaged or faulty on receipt
  • Free exchange for a replacement* or alternative product of equal value.
  • or
  • Free collection & full refund to original payment method.
    Includes all charges up to purchase value including delivery.
  • Free exchange for a replacement* or alternative product of equal value.
  • or
  • Free collection & full refund in the form of a credit note.
    Includes all charges up to purchase value including delivery.
Not suitable
  • Free exchange for an alternative product of equal value**.
  • or
  • You can return the goods to our warehouse in saleable condition for a refund.
  • or
  • We can arrange collection***.
    The goods must be packaged for collection.
  • Please note:
  • Refunds will be made to the original payment method, minus return transport charge where applicable.
  • Free exchange for an alternative product of equal value**.
  • or
  • You can return the goods to our warehouse in saleable condition for a refund.
  • or
  • We can arrange collection***.
    The goods must be packaged for collection.
  • Please note:
  • Refunds will be in the form of a credit note, minus return transport charge where applicable.

* Whilst we will always endeavour to take your preferred option, please be aware that in the case of clearance items a replacement may not always be available.

** Please note limited to 3 free exchanges per original order.

*** You must exercise a duty of care over the goods until such time as they have been handed over to the courier.

Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.

Customers returning furniture that has been damaged or used whilst in their care may be charged for the reduction in value, unless the goods are faulty.

For security reasons, unless otherwise stated, refunds are given by the same method which the original payment was made by.

Assembly of flat pack items are the sole responsibility of the customer. PineSolutions accept no responsibility for damage to any parts by a third party.

iv.) Bespoke Products - Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged by us in transit.

v.) Collections

A £15 transport charge will be applied where the goods are despatched, but delivery cannot be completed.

It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the goods before they are returned to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.

Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our distribution centre within 30 days of delivery. Please be aware our collections are an all day service and we are not able to advise specific delivery times in advance. Due to the costs involved in arranging a collection, please note there may be a charge if no one is at home when we call to collect.

This cancellation policy does not affect your statutory rights.

5. Price Match Promise

PineSolutions offers a "Price Match Promise" on all of its products provided they meet the following criteria:

  • The product offered by the competitor's website is exactly the same as the one we sell, and is offered delivered on the same terms.
  • The product on their website must be in stock and available for delivery immediately.
  • PineSolutions representatives are able to confirm the details on the competitor's website.
  • Our price promise applies to the product including delivery to UK mainland locations
  • Our price promise applies up to 7 days after purchase

6. Competitions and Offers

Facebook Offers

If you enter our latest Facebook contest, it is assumed that you have read and agreed to the following rules.

  • Contest entrants must be residents of the UK mainland and over 18 years old at time of entry.
  • Contest is not open to employees of PineSolutions.
  • No purchase necessary.
  • Entry is limited to one per person.
  • The winner of the contest will be selected at random from all all entrants.
  • The winner of the contest will be notified via Facebook. Winning entries must be claimed within 7 days of notification.
  • No part of a prize is exchangeable for cash (or any other substitute).
  • If in the unlikely event that the advertised prize is not available, we reserve the right to substitute an alternative prize of equal or greater value.
  • Our Privacy Policy details how we use any personal information we collect about you by entering or winning a competition
  • PineSolutions reserves the right to amend the rules of this contest without notice. If we do amend the rules, we will publish the amended competition rules here in the terms and conditions
  • We will endeavour to dispatch prizes within 30 days of the competition end date. However, we cannot guarantee this delivery time.
  • All competitions are not endorsed by or connected to Facebook.

Refer a Friend Fair Use Policy

By participating in the Refer a Friend Scheme you agree to comply with the following rules, failure to comply with these rules will result in immediate invalidation of the vouchers earned.

  • To qualify for the refer a friend scheme your friend must not have previously ordered from PineSolutions, or registered their email address with us.
  • You must not use this scheme for commercial purposes and may only share your 'refer a friend' code with people you know. This may include family members, friends or colleagues.
  • Referring family members at the same address is prohibited.
  • Vouchers received as part of our refer a friend scheme cannot be posted on consumer forums or voucher sites.
  • Imitating PineSolutions to promote your 'refer a friend' code is not acceptable in any format.
  • Use of your 'refer a friend' code must not market/advertise the PineSolutions site in any way. You may only share your code in ways you would normally share information with friends and personal contacts. Acceptable methods of sharing include via Facebook, Twitter and email.
  • Your friends credit of £20 can be redeemed with every £60.00 they spend.
  • Reward credits are not redeemable for cash, neither are they refundable.
  • Credits are validated monthly.

Email Subscriber Discounts

As a subscriber to our promotional emails you will be eligible for various special promotional discounts. These are often for email subscribers only and may not be visible onsite for all visitors. To access your discount simply click through from the promotional email you received and your discount will be automatically applied when you reach the checkout stage of your transaction. If there is any issue with the discount being applied, please call our Customer Services team and they will be happy to help.

Throughout August we will be running a number of 20% discount campaigns exclusively for customers on our email database. This promotion cannot be used in conjunction with any other voucher code or with any discounted product. Any item in our Sale category or the grouped and discounted products that form our ‘sets’ are excluded from this promotion.

Please note that promotional discounts may not be used in conjunction with our Interest Free Credit option.

10% Off Additional Orders

A selection of our customers are offered a 10% discount off any additional order placed within 48 hours of receiving their order confirmation. This 10% discount can only be retrieved as an ‘add on’ to an existing order. As an 'add on' any additional items ordered must be delivered to the same address as the original order. The special discount cannot be retrieved if the customer's original order (or any part of it) is cancelled.

7. Pricing

For information on how we price our products please visit our Pricing Information page.

8. Customer Photos

Customers may submit 1 photo per item purchased. All customers submitting acceptable* photos will be credited with £10 into their account when the photo has been checked and approved. Customers can submit a maximum of 10 photos per session. Customers cannot refund this credit in exchange for cash. Customers returning goods bought with their credit will be refunded their payment and their credit will be applied back to their PineSolutions account. Customers must use their discount within 31 days of their approval date. To retrieve their credit, customers must spend a minimum of £110.

*All customer photos are checked by the PineSolutions team before rewards are applied to customer accounts. If the photos are deemed appropriate the customer account will be credited within 72 hours of upload. If the customer photo is deemed unsuitable or inappropriate the credit will not be applied. By adding a photo you agree to the PineSolution Terms and Conditions and for full use of your photo online and throughout our marketing material.

9. Customer Opt-In & Privacy Policy

By completing an order, wood sample request form, refer a friend request or catalogue request form with the marketing tick box ticked, you are agreeing to receive email marketing messages from PineSolutions. PineSolutions understands that you care how information about you is used and shared and we appreciate your trust in us to deal with it sensibly. For full information about our Privacy Policy please click here.

These terms were last changed August 2016. Errors and Omissions Excepted