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 0844 248 8184 for further assistance.

Company Details

This website is owned and operated by:

Pinesolutions.co.uk
Floor 2
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: info@pinesolutions.co.uk
Or call team on: 0844 248 8184

Contents

1. How to place an order

2. Payment

3. Delivery

4. Cancellations and returns

5. Faulty goods

1. How to place an order

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 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 you 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.

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.

3. Delivery

We will deliver your goods to the address you provide us at the time you place your order. We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company. Please be aware that delivery charges or surcharges may apply. For more information see our delivery page or call our sales team for further details (0844 248 8184).Please 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.

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, you will incur an additional delivery charge.

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. 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 0844 248 8184 if you are unsure.

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.

Once you have signed for your goods, you will become the owner of the goods and therefore be liable for their subsequent loss or destruction. However, if you wish to for your goods to be returned after you have signed for them, please see section 4 of our terms and conditions below. Please check all items thoroughly before signing the delivery disclaimer which will be handed to you on delivery. Free returns can 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 collection fee being taken off your refund - so please check thoroughly. Signing "not checked" or "signed as unseen" is not acceptable.

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

For all deliveries, it is essential that someone 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 services offer an all day service and we are not be able to advise of specific delivery times. Please see our delivery page for more information.

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 the 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, as unfortunately, if you choose to return your goods after signing for them, you will be required to provide your own packaging before we can collect the goods.

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 0844 248 8184. 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.

4. Cancellation and Returns

i.) Cancellation - You are able to cancel your contract with us at any time up to seven 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, 2nd Floor Rouen House, Rouen Road, Norwich, NR1 1RB, or by calling 0844 248 8184. 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.

Order cancellations received after the order has left our warehouse but before delivery has been attempted will incur a £15.00 fee to return the goods to our warehouse. If the cancellation is received after attempted delivery there will be a collection charge as outlined below.

ii.) Returns - At PineSolutions we pride ourselves on providing the best quality furniture along with the highest level of customer service. 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 item being returned must be in their original packaging and in the same high quality condition that they arrived in.

	Returns within 7 days of delivery	Returns within 7-30 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 subject to the charges below. The goods must be packaged for collection. Please note: Refunds will be made to the original payment method, minus collection 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 subject to the charges below. The goods must be packaged for collection. Please note: Refunds will be in the form of a credit note, minus collection 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.

Due to hygiene reasons, mattresses cannot be returned if they have been removed from their original packaging.

Flat pack and partially assembled items cannot be returned if they have been assembled.

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.

iii.) Collection charges - If you would like us to collect any unsuitable goods the following charges apply per order:

• £30 one man collection
• £45 two man collection

There is no charge for the collection of goods that are damaged or faulty on receipt.

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 return to us and this causes the damage or deterioration of the products, we will charge you for the reduction in value.

Collections will be arranged for within 30 days of notification. If you are arranging to return items yourself, they must be received at our distributions centre within 30 days of delivery.

This cancellation policy does not affect your statutory rights.

5. 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 0844 248 8184 and one of our customer services team will happily take you through the returns process. You have 30 days from 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. If you start assembling the furniture before checking the components and decide that it is unsuitable, unfortunately we cannot accept the flat pack item back into stock assembled or part assembled. If you require a replacement part for your flat pack furniture, please call us on 0844 248 8184 and we will try to 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, as unfortunately, if you choose to return your goods after signing for them, you will be required to provide you own packaging before we can collect the goods.

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 0844 248 8184 and we may be able to send you a sample.

These terms were last changed on 21st October 2011.