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Legal - Furniture Terms & Conditions

Product Specifications

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Leather products are made from quality natural leather, and therefore, each product will have its own unique characteristics. Anilines, in particular, will bear traces of the animal’s life such as scars, growth lines and will vary in shade and colour across the hide. These are not faults and simply add to the individuality of the furniture. There are many different types of leather.

All wooden furniture, whether solid or veneered can naturally vary in grain and colour. Solid wood, in particular, will bear the hallmarks of tree growth and may display knots, unevenness across the timbers on distressed finishes and minor surface irregularities. These are natural inherent characteristics and should not be a cause for concern.

All quality beds need time to settle in and the mattress may require turning periodically. Some settlement can be expected and this is normal and no reason for concern. Pocket sprung mattress can appear slightly shorter in size when new; However, after a few weeks of use, they will spread to their full size.

Please ensure that you choose the correct type of upholstery fabric and/or filling for your lifestyle and check that the performance rating matches its intended use and location. Many upholstery fillings require daily maintenance in order to keep your furniture looking at its best. Please check if this applies to your intended purchase before ordering.

Proper care and maintenance will prolong the life of your furniture.

If you have any enquiries about any of the above details, please contact our Customer Services before placing your order.

Delivery

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Delivery Charges

We charge £30 for furniture delivery but offer it free when you spend £1,500 or more.


When We Deliver

An offer of delivery will be made within seven days of you placing your order (which includes Saturdays and Sundays as a standard service).

The initial offer of delivery will be for a specific day, dependent on the delivery address. The delivery company will contact you the day before delivery with a two-hour delivery window. If the delivery date is unsuitable, then you can agree an alternative day with the delivery company.


Places We Do Not Deliver To

Delivery is only available to the UK and Ireland. This does not include delivery to the Channel Islands, Isle of Man, the Scilly Isles, and the Scottish Highlands and Islands.


Storage Charges

If you cannot accommodate delivery of your furniture within 21 working days of the notified date of delivery, the delivery company will store the goods. However, this will incur a storage charge payable directly to the delivery company. They will advise you of the charge, which will vary dependent on the number of days and type and size of the furniture being stored.


No-One Home Charges

If there is no-one available to accept the delivery on the day agreed with the delivery company, a £45 charge will be payable directly to the delivery company in order that a redelivery may be attempted and they will contact you to arrange an alternative date. If the alternative date is not within 21 working days of the original date of delivery, the delivery company will store the goods. However, this will also incur a storage charge payable directly to the delivery company. They will advise you of the charge, which will vary dependent on number of days and type and size of the furniture being stored.


Changing Your Delivery Date

If you are unable to accommodate the delivery, you must inform us at least 48 hours in advance of the delivery date to arrange another date at no extra charge. However, if the alternative date is not within 21 working days of the original date of delivery, the delivery company will store the goods. This will incur a storage charge payable directly to the delivery company. They will advise you of the charge, which will vary dependent on number of days and type and size of the furniture being stored.

Assembly & Size

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All products are usually delivered to the room of your choice and will be assembled by us, unless otherwise stated. You are required to ensure that the product will fit your property and can be easily transported. We include product weights and dimensions on our website and if you are unsure about anything, you must call us before placing your order.

Inspecting your Furniture

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Upon delivery the crew will ask you to inspect the packaging for any sign of damage. Please take time to ensure that everything is in order. Once the product has been assembled (if applicable), you will be asked to inspect the item for any sign of damage and then sign a customer satisfaction note. Please take the time to fill in as much detail as possible. All wrapping will be removed after your final inspection. Should you prefer to not have the goods unpacked and assembled (if applicable), the delivery team will unwrap the goods for inspection and then re-cover the product using the original packaging.

Flexa Furniture

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Delivery is available Monday to Friday throughout the UK.


If you are not home when your order is delivered, we will be in touch to re-arrange delivery.


Orders placed with Flexa UK Ltd will be delivered by Masters Logistics Ltd. Flexa UK Ltd will confirm the order, while Masters Logistics Ltd will be in touch to agree a specific date and time.


You will be contacted by email to confirm the delivery date. When your order arrives, you will be able to inspect the product before signing for delivery.


Each order will include a delivery note with return instructions and contact details for Flexa UK Ltd.

Returning Furniture

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Our returns and refunds policy does not apply to furniture orders made on our website. You may only return furniture orders by cancelling your contract with us, to find out how, see Cancelling your order and call 0345 602 1073.


This does not affect your statutory rights in respect of faulty or damaged furniture.

Unresolved Disputes

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In the event of a dispute that we are unable to resolve, we recommend that you contact the Furniture Ombudsman as they offer an independent dispute resolution service.

PremierCare Bed Protection

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PremierCare is designed to make sure that your bed’s appearance is not spoiled by an everyday accident such as a household spill, rip, tear or burn. PremierCare provides you with peace of mind that repair costs and stain removal are taken care of.

What's Covered

PremierCare features cover against stains and accidental damage.

Stain Cover

Covers you against accidental household spills resulting in a stain on your mattress or bed.

Accidental Damage Cover

Guards against accidents resulting in damage to your bed.

Stains Covered

PremierCare will protect and restore your furniture even if it has been affected by any of the stains below:

  • Tea/coffee/hot chocolate
  • Red/white wine
  • Alcohol
  • Tomato ketchup
  • Milk
  • Blackcurrant & orange juice
  • Cola & other fizzy drinks
  • Curry & pizza
  • Spaghetti Bolognese
  • Grease from foodstuffs
  • Chocolate & confectionery
  • Shoe polish
  • Nail varnish
  • Cosmetics
  • Soap products
  • Paint & wax
  • Human & animal bodily fluids
  • Soot
  • Tar
  • Bleach*
  • Corrosive substances*

Please note: Other stains not listed here are included. Stain removal is subject to Terms and Conditions.

* Bleach and corrosive substances are not covered if your fabric has not been treated with a PremierCare Approved Protector.

PremierCare is subject to Terms and Conditions. Terms and Conditions are available on request.

PremierCare isn’t a substitute for regular cleaning and maintenance. Your Sales Advisor will be pleased to advise you on how to care for your furniture correctly.

Accidental Damage

PremierCare covers you against accidental damage resulting in a rip, tear or burn to your bed. PremierCare covers common household accidents resulting in a:

Fabric

  • Rip
  • Tear
  • Burn

Leather only

  • Scratch
  • Puncture
  • Scuff

Pet damage and deliberate child damage are limited to only one incident each during the Period of Cover.

Caring for your furniture

Rotate your mattress where possible. This will maintain the appearance of your mattress, help with its performance and extend its durability. Place your bed away from direct sunlight and not in dry or humid areas. If there is a spillage, blot with a clean dry white cloth straight away. These tips will help maintain the appearance of your furniture and extend its durability.

Important Information

These terms apply for the full 5 years of your PremierCare policy. This website page contains a brief summary of cover. Please refer to the Certificate of Insurance for full Terms and Conditions, a copy of which is available from your retailer or direct from the scheme administrator, Castelan Limited. This cover is governed by English Law, however EU residents may bring proceedings in their own courts. PremierCare does not affect your statutory rights as a consumer.

Eligibility

To be eligible to purchase this PremierCare 5 year policy the goods must be for residential use, in a property which is not let or sublet and you must be a resident of the United Kingdom, Isle of Man, Channel Islands or the Republic of Ireland.

Insurer

Castelan Limited is the administrator of this policy and not the insurer. The details of your insurer are in the Terms and Conditions, a copy of which can be obtained from your Sales Advisor. Alternatively, your insurer will be confirmed on your Certificate of Insurance which you will be provided with following delivery of your goods.

Administrator

Policies are arranged and administered by Castelan Limited which is authorised and regulated by the Financial Conduct Authority in the United Kingdom. Their registration number is 572287. You can check the Financial Services Register by visiting www.fsa.gov.uk/register/home.do or calling from the United Kingdom on 0845 606 1234 (call rates may vary) or on +44 20 7066 1000.

Claims Limit

You are covered for cleaning, repairs or replacement up to a maximum of £15,000 (€22,500 if residence is in the Republic of Ireland) or up to the original purchase price of the damaged product, whichever is the lower in settling one claim or total claims.

Exclusions & Limitations

(This can be found on the Certificate of Insurance under section 5).

  1. Damage caused deliberately by any person or child other than one incident of deliberate child damage covered under this insurance;
  2. Wear and tear consistent with the initial quality of the product and the manner in which the product is used;
  3. Loss of resiliency that is determined within the reasonable limits of the product quality;
  4. Neglect, abuse, or misuse of the product;
  5. The effects of sunlight, wind, weather, rusting, radiation, building fire, smoke damage, flooding or corrosion upon the product.
  6. Structural Defects in products that have been manufactured in accordance with a defective design or specification
  7. Changes in colour of any part of the product regardless of the cause;
  8. Stains caused by the gradual build up of dye transfer;
  9. Staining or Accidental Damage to products used in a food preparation area;
  10. Use of incorrect or inappropriate cleaning products or cleaning methods;
  11. The removal of any odour even where caused by a stain;
  12. Damage caused whilst the product is in transit;
  13. Damage caused by pets (except pet fluids) after one incident of pet damage covered under this insurance;
  14. Damage caused by insects, non-domestic animals or wild birds (except animal fluids);
  15. Costs, expenses or other financial loss in addition to the costs of cleaning, repairing or replacing the product;
  16. Use of the product in business premises or in residential premises which you let or sublet;
  17. Use of the product outside the United Kingdom, Channel Islands, the Isle of Man or the Republic of Ireland; and manufacturer’s guarantee.
  18. Structural Defects first discovered before the expiry of the manufacture’s guarantee.

Cancellation

You may cancel this insurance and receive a full refund of any premium you have paid by returning to the store where you bought the product together with the sales receipt or invoice and the Certificate of Insurance with 14 days from receipt of your Certificate. No refund of premiums will be made if you have made a claim or if you cancel the policy at a later date.

Compensation Scheme (UK residents only)

The insurer is covered by the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers if we are unable to meet our liabilities. You may be entitled to compensation in these circumstances depending on the details of any claim. Further information about the scheme is available from the FSCS.

PremierCare Cabinet, Dining and Bedroom Furniture Protection

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PremierCare is designed to make sure your furniture’s appearance is not spoiled by everyday accidents and provides you with peace of mind that stains and repair costs are taken care of.

What’s covered

PremierCare features cover against stains and accidental damage.

Stain Cover

Covers you against accidental household spills resulting in a stain.

Accidental Damage Cover

Guards against accidents resulting in damage to your furniture.

Stains covered

PremierCare will protect and restore your furniture even if it has been affected by any of the stains below:

  • Tea/coffee/hot chocolate
  • Red/white wine
  • Alcohol
  • Tomato ketchup
  • Milk
  • Blackcurrant & orange juice
  • Cola & other fizzy drinks
  • Curry & pizza
  • Spaghetti bolognese
  • Grease from foodstuffs
  • Shoe polish
  • Chocolate & confectionery
  • Nail varnish
  • Cosmetics
  • Soap products
  • Paint & wax
  • Human & animal bodily fluids
  • Mineral oil & glue
  • Soot
  • Tar
  • Corrosive substances*
  • Bleach*

Please note: Other stains not listed here are included.

Stain removal is subject to Terms and Conditions.

* Bleach and corrosive substances are not covered if your fabric has not been treated with a PremierCare Approved Protector.

PremierCare is subject to Terms and Conditions. Terms and Conditions are available on request.

PremierCare isn’t a substitute for regular cleaning and maintenance. Your Sales Advisor will be pleased to advise you on how to care for your furniture correctly.

Accidental Damage Covered

PremierCare covers common household accidents resulting in a:

  • Wood/Metal
  • Scratch
  • Water mark
  • Heat ring
  • Dent
  • Burn
  • Chip

  • Glass
  • Breakage
  • Scratch
  • Chip

  • Upholstery
  • Rip
  • Tear
  • Burn

  • Leather components only
  • Scratch
  • Puncture
  • Scuff

Pet damage and deliberate child damage are limited to only one incident each during the Period of Cover.

Caring for your furniture

To keep your furniture looking great we recommend you place it away from direct sunlight and out of dry or humid areas. Avoid using silicone polishes, detergents and abrasive cleaners as these may damage your furniture.

If you do spill anything, blot with a clean dry white cloth straight away.

These tips will help maintain the appearance of your furniture and extend its durability.

Make sure your wood looks newer for longer

You can now care for your furniture by using our Wood Master range of Care Kits developed by Dr. Tork. They’ll protect your wood from the day it’s delivered and keep it looking great.

Please ask your Sales Advisor for more information about the professional Care Kits in our range and to recommend the right one for you.

PremierCare Approved Protector

A PremierCare Approved Protector can be applied to fabric components (depending on the type of cover purchased).

This treatment forms an invisible and durable shield around each fibre, which aids resistance to oil and water-based spills, helping to prevent permanent staining. Stains are much easier to remove, keeping your fabric upholstery looking newer for longer.

Important Information

These terms apply for the full 5 years of your PremierCare policy. This website page contains a brief summary of cover. Please refer to the Certificate of Insurance for full Terms and Conditions, a copy of which is available from your retailer or direct from the scheme administrator, Castelan Limited. This cover is governed by English Law, however EU residents may bring proceedings in their own courts. PremierCare does not affect your statutory rights as a consumer.

Eligibility

To be eligible to purchase this PremierCare 5 year policy the goods must be for residential use, in a property which is not let or sublet and you must be a resident of the United Kingdom, Isle of Man, Channel Islands or Republic of Ireland.

Insurer

Castelan Limited is the administrator of this policy and not the insurer. The details of your insurer are in the Terms and Conditions, a copy of which can be obtained from your Sales Advisor. Alternatively, your insurer will be confirmed on your Certificate of Insurance which you will be provided with following delivery of your goods.

Administrator

Policies are arranged and administered by Castelan Limited which is authorised and regulated by the Financial Services Authority (FSA) in the United Kingdom. Their registration number is 572287. You can check the FSA register by visiting www.fsa.gov.uk/register/home.do or calling from the United Kingdom on 0845 606 1234 (call rates may vary) or on +44 20 7066 1000.

Claims Limit

You are covered for cleaning, repairs or replacement up to a maximum of £15,000 (€22,500 if residence is in the Republic of Ireland) or up to the original purchase price of the damaged product, whichever is the lower, in settling one claim or total claims.

We will then offer you a mutually convenient appointment for one of our experienced specialists to call and rectify the problem. Where the accident is likely to result in a stain please act immediately, remove any solid matter and soak up any moisture using a clean white cloth or absorbent tissue. Do not rub or use household cleaners or abrasives. Stains can be limited at this point using the blot and dab action.

Exclusions & Limitations

(This can be found on the Certificate of Insurance under section 5).

Any claim for or resulting from the following will not be valid:

  1. Damage caused deliberately by any person or child other than one incident of deliberate child damage covered under this insurance;
  2. Wear and tear consistent with the initial quality of the product and the manner in which the product is used;
  3. Loss of resiliency that is determined within the reasonable limits of the product quality;
  4. Neglect, abuse, or misuse of the product;
  5. The effects of sunlight, wind, weather, rusting, radiation, building fire, smoke damage, flooding or corrosion upon the product;
  6. Structural Defects in products that have been manufactured in accordance with a defective design or specification;
  7. Changes in colour of any part of the product regardless of the cause;
  8. Stains caused by the gradual build up of dye transfer;
  9. Staining or Accidental Damage to products used in a food preparation area;
  10. Use of incorrect or inappropriate cleaning products or cleaning methods;
  11. The removal of any odour even where caused by a stain;
  12. Damage caused whilst the product is in transit;
  13. Damage caused by pets (except pet fluids) after one incident of pet damage covered under this insurance;
  14. Damage caused by insects, non-domestic animals or wild birds (except animal fluids);
  15. Costs, expenses or other financial loss in addition to the costs of cleaning, repairing or replacing the product;
  16. Use of the product in business premises or in residential premises which you let or sublet;
  17. Use of the product outside the United Kingdom, Channel Islands, the Isle of Man or the Republic of Ireland; and
  18. Structural Defects first discovered before the expiry of the manufacturer’s guarantee.

Cancellation

You may cancel this insurance and receive a full refund of any premium you have paid by returning to the store where you bought the product together with the sales receipt or invoice and the Certificate of Insurance within 14 days from receipt of your Certificate. No refund of premiums will be made if you have made a claim or if you cancel the policy at a later date.

Compensation Scheme (UK residents only)

The insurer is covered by the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers if we are unable to meet our liabilities. You may be entitled to compensation in these circumstances depending on the details of any claim.

Further information about the scheme arrangement is available from the FSCS.

PremierCare Fabric and Leather Upholstery Protection

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PremierCare is designed to make sure your furniture’s appearance is not spoiled by everyday accidents such as household spills, rips, tears or burns. PremierCare provides you with peace of mind that repair costs and stain removal are taken care of.

What cover is available?

PremierCare features cover against stains and accidental damage.

Stain Cover

Covers you against accidental household spills resulting in a stain on your fabric or leather upholstery.

Accidental Damage Cover

Guards against accidental damage resulting in a rip, tear or burn to your fabric or leather upholstery. Leather upholstery is also covered for accidental damage resulting in a scratch, puncture or scuff. An extra benefit of PremierCare accidental damage cover is that you can also claim once if your child or pet deliberately damages your furniture.

Stains covered

PremierCare will protect and restore your furniture even if it has been affected by any of the stains below.

  • Tea/coffee/hot chocolate
  • Red/white wine
  • Alcohol
  • Tomato ketchup
  • Milk
  • Blackcurrant & orange juice
  • Cola & other fizzy drinks
  • Curry & pizza
  • Spaghetti bolognese
  • Grease from foodstuffs
  • Shoe polish
  • Chocolate & confectionery
  • Nail varnish
  • Cosmetics
  • Soap products
  • Paint & wax
  • Human & animalbodily fluids
  • Mineral oil & glue
  • Soot
  • Tar
  • Corrosive substances*
  • Bleach*
  • Dye transfer

Please note: Other stains not listed here are included.

Stain removal is subject to Terms and Conditions.

* Bleach and corrosive substances are not covered if your fabric has not been treated with a PremierCare Approved Protector.

PremierCare is subject to Terms and Conditions. Terms and Conditions are available on request.

PremierCare isn’t a substitute for regular cleaning and maintenance. Your Sales Advisor will be pleased to advise you on how to care for your furniture correctly.

Accidental Damage Covered

PremierCare covers common household accidents resulting in a:

Upholstery

  • Rip
  • Tear
  • Burn

Leather components only

  • Scratch
  • Puncture
  • Scuff

Pet damage and deliberate child damage are limited to only one incident of each during the Period of Cover.

Caring for your furniture

To keep your furniture looking great, clean your furniture regularly and rotate the cushions, where possible. This will maintain the appearance of your furniture, help with its performance and extend its durability. Place your furniture away from direct sunlight and not in dry or humid areas. Avoid using silicone polishes, detergents and abrasive cleaners as they could damage your furniture. If there is a spillage, blot with a clean dry white cloth straight away. We recommend that upholstered furniture is professionally cleaned every 12 to 18 months.

Make sure your fabric looks newer for longer

You can care for your new furniture by using our Leather Master and Textile Master range of Care and Maintenance Kits developed by Dr. Tork. They’ll protect your fabric and leather from the day it’s delivered and keep it looking great.

Please ask your Sales Advisor for the correct Care Kit for your new purchase.

PremierCare Approved Protector

A PremierCare Approved Protector can be applied to fabric components (depending on the type of cover purchased). This treatment forms an invisible and durable shield around each fibre, which aids resistance to oil and water-based spills, helping to prevent permanent staining. Stains are much easier to remove, keeping your fabric upholstery looking newer for longer. Ask your Sales Advisor for more information.

Important Information

These terms apply for the full 5 years of your PremierCare policy. This website page contains a brief summary of cover. Please refer to the Certificate of Insurance for full Terms and Conditions, a copy of which is available from your retailer or direct from the scheme administrator, Castelan Limited. This cover is governed by English Law, however EU residents may bring proceedings in their own courts. PremierCare does not affect your statutory rights as a consumer.

Eligibility

To be eligible to purchase this PremierCare 5 year policy the goods must be for residential use, in a property which is not let or sublet and you must be a resident of the United Kingdom, Channel Islands, Isle of Man or Republic of Ireland.

Insurer

Castelan Limited is the administrator of this policy and not the insurer. The details of your insurer are in the Terms and Conditions, a copy of which can be obtained from your Sales Advisor. Alternatively, your insurer will be confirmed on your Certificate of Insurance which you will be provided with following delivery of your goods.

Administrator

Policies are arranged and administered by Castelan Limited which is authorised and regulated by the Financial Services Authority (FSA) in the United Kingdom. Their registration number is 572287. You can check the FSA register by visiting www.fsa.gov.uk/register/home.do or calling from the United Kingdom on 0845 606 1234 (call rates may vary) or on +44 20 7066 1000.

Claims Limit

You are covered for cleaning, repairs or replacement up to a maximum of £15,000 (€22,500 if residence is in the Republic of Ireland) or up to the original purchase price of the damaged product, whichever is the lower in settling one claim or total claims.

Exclusions & Limitations

(This can be found on the Certificate of Insurance under section 5). Any claim for or resulting from the following will not be valid:

  1. Damage caused deliberately by any person or child other than one incident of deliberate child damage covered under this insurance;
  2. Wear and tear consistent with the initial quality of the product and the manner in which the product is used;
  3. Loss of resiliency that is determined within the reasonable limits of the product quality;
  4. Neglect, abuse, or misuse of the product;
  5. The effects of sunlight, wind, weather, rusting, radiation, building fire, smoke damage, flooding or corrosion upon the product;
  6. Structural Defects in products that have been manufactured in accordance with a defective design or specification;
  7. Changes in colour of any part of the product regardless of the cause;
  8. Stains caused by the gradual build up of dye transfer;
  9. Staining or Accidental Damage to products used in a food preparation area;
  10. Use of incorrect or inappropriate cleaning products or cleaning methods;
  11. The removal of any odour even where caused by a stain;
  12. Damage caused whilst the product is in transit;
  13. Damage caused by pets (except pet fluids) after one incident of pet damage covered under this insurance;
  14. Damage caused by insects, non-domestic animals or wild birds (except animal fluids);
  15. Costs, expenses or other financial loss in addition to the costs of cleaning, repairing or replacing the product;
  16. Use of the product in business premises or in residential premises which you let or sublet;
  17. Use of the product outside the United Kingdom, Channel Islands, the Isle of Man or the Republic of Ireland; and
  18. Structural Defects first discovered before the expiry of the manufacturer’s guarantee.

Cancellation

You may cancel this insurance and receive a full refund of any premium you have paid by returning to the store where you bought the product together with the sales receipt or invoice and the Certificate of Insurance within 14 days from receipt of your Certificate. No refund of premiums will be made if you have made a claim or if you cancel the policy at a later date.

Compensation Scheme (UK residents only)

The insurer is covered by the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers if we are unable to meet our liabilities. You may be entitled to compensation in these circumstances depending on the details of any claim. Further information about the scheme arrangement is available from the FSCS.