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PRICE PROMISE

Price Promise

We're committed to offering the best prices all year round. However despite our best efforts it’s impossible for us to check every price of every retailer in the country. There could be rare times when certain items are at a reduced price elsewhere, such as during special offers or seasonal promotions. We understand that our loyal customers would rather purchase from Darwen Furniture who they know and trust, but also don’t want to pay more if they don’t have to. This is why we’ve come up with an unrivalled price promise for anyone who shops with us.

Here’s how it works

It’s simple. If you find the same like-for-like product elsewhere at a lower price then we’ll aim to beat it. The term “like-for-like” means that the product must be the same - from the same manufacturer and be of the same specification. Don’t be fooled by cheap imitations of quality products. The offer we're matching against must also be the same, including any finance arrangements and delivery service. If you place an order with us and then later find a quote cheaper elsewhere then we'll price match right up until your order is delivered. All you have to do is send us the details and we'll investigate this for you.

PAYMENT METHOD

We accept all major credit cards, PayPal, cash (in person at our showroom) and Finance options are also available through a 3rd party lender Duologi. The Pine Warehouse ICO C1320111

TERMS AND CONDITIONS

Products

Please note that all measurements relating to the products are approximate, but we do try to ensure that they are as accurate as possible. It should also be noted that the colour of any furniture displayed on our website may vary from the product's true colour due to the settings of your computer monitor and photographic reproduction. All products are sold subject to availability. If the products are in stock or, if they are not in stock, you are happy with the approximate lead time quoted for delivery of your products. Products listed on our website will have their availability and estimated lead time for delivery stated. However, any such time-scale is only an estimate. If the products you have ordered are in stock, once we have processed your order, we shall contact you by telephone and/or email to arrange a delivery date. If you need to change the date of a delivery for any reason after we have confirmed it to you by email, this must be done at least 72 hours before the date of delivery or we reserve the right to charge you both the delivery and collection charges applicable to your products, to cover the cost of cancellation.

Delivery

As standard we only process orders for, and deliver products to, customers resident in mainland England UK and is charged at a standard rate of £29. For deliveries outside this area please contact us prior to placing your order for availability and delivery rates. Delivery charges may vary in store. Unfortunately, it is not possible to give you an exact date until your furniture arrives at our distribution centre – we will then contact you to arrange a delivery date. Although we make every effort to deliver your new furniture as quickly as possible, timings may occasionally differ from those quoted. If we are made aware of any such changes we will advise you accordingly, however, we consider a delay of up to four weeks over the estimated date to be reasonable. Please do not dispose of your current furniture until we have contacted you to arrange a confirmed delivery date.

Discounts

*Excludes Clearance Items, Warranties & Delivery Charges. Cannot be used in conjunction with any other discount.

Where’s my Order?

Deliveries take place 7 Days a week between 8am – 8pm and you are expected to accept your delivery on the first available date advised by Darwen Furniture. However, in exceptional circumstances where you are unable to accept this date, you will then be offered an alternative within a 14 day period. Failure to accept this date will result in storage charges being applied to your account at £10 per week. All storage fees outstanding must be paid before any order is despatched for delivery. Should your goods arrive prior to the manufacturers estimated timescale or your earliest acceptance date, whichever is the earliest, then we will store your furniture up to that date free of charge. Your order will be delivered on the agreed date, if for any unforeseen reason you need to change this, 24hrs notice must be given. Failure to do so or if you are not at home on the delivery date, a re-delivery charge will be applied to your order. As part of our delivery service we will place your new furniture in your chosen room and take away all the packaging for recycling, leaving you free to start enjoying your new purchase. All flat pack self assembly items will be left boxed/wrapped or can be assembled at an extra cost. Health and Safety Legislation does not allow us to remove goods. If they require disposal please contact the British Heart Foundation or your local council who will make arrangements – most councils do not charge for this service. When the delivery is complete, the delivery team will ask you to confirm if you are completely happy with your new furniture before they leave by signing their documentation. It is the customer’s responsibility to ensure that there is adequate clear access and space to receive the delivery. Please can you make us aware of any possible special circumstances that could affect your delivery e.g. rural track, narrow road, one way system, above ground floor delivery (Townhouse/Flat), parking restrictions, enclosed porch, narrow hallway or a static home. Any additional costs for window or door removal, or if a specialist delivery is required, is solely the responsibility of the customer. We will attempt to deliver awkward or tight deliveries on request. However, a standard disclaimer must be signed by the customer in instances where potential damage to customer property or goods could occur. Any unsuccessful delivery where the responsibility lies with the customer a further charge / charges may occur. If you have ordered a fast delivery item and paid via finance then please note we cannot deliver your order until a minimum of 14 days after your finance application has been accepted.

How do i book delivery of my order?

Once your order is ready our distribution team will contact you to book a delivery date. If they are unable to reach you they may leave a voicemail or send you an email. To return a call you can contact our distribution team on 01254772033. What happens if I place an order and change my mind or it won’t fit in my room? For all online orders please check our money back guarantee: Money Back Guarantee. Items which are made to your specification cannot be returned. We have a no cancellations policy for orders placed in-store.

Can you take away my old furniture?

Removal of old furniture is not a service we can offer directly, however we do work alongside British Heart Foundation who may be able to arrange collection of unwanted furniture items free of charge in order to raise money for charity. Visit our British Heart Foundation page for more information. We do not recommend removing old furniture until your new furniture is booked for delivery.

I have found an item cheaper elsewhere, can you price match it?

Our price promise means that even if you’ve yet to take delivery of your furniture we’ll still aim to price match your order. Please read our Price Promise guarantee for full details.

How do i make a complaint?

If you have yet to take delivery of your furniture then any complaints will be dealt with by the Admin team. For issues following delivery you would be dealt with by our Customer Care Team. Please visit our Contact Us page for more information.

What warranties/guarantees and cover do you offer?

We offer a Lifetime peace of mind policy on all furniture purchases made in store and online which starts from the date of delivery. The guarantee will commence from the date of delivery and will cover you for the period of time you have the furniture or for 12 months, whichever expires first. Many of our furniture manufacturers will offer their own guarantees or warranties on branded items. In this instance the manufacturer will be responsible for resolving any manufacturing defects in line with their own terms and conditions for the initial term. Following this period Darwen Furniture will be responsible for any issues outlined in these terms and conditions. Separate terms and conditions apply for manufacturers’ guarantees or warranties will be provided upon delivery Upon making a claim you, the customer, will be liable to a (non-refundable) callout labour cost of £50 plus VAT after the first year unless a manufacturing guarantee is in place for longer than this period in which case separate manufacturers' terms and conditions will apply. Payment must be made before a technician visit can be booked The cover does not include accidental or deliberate damage, normal wear and tear, misuse, neglect or abuse of furniture Natural settlement is to be expected in all mattress products and is not classed as a manufacturing defect and therefore not covered Dismantling and rebuilding furniture items is not recommended. Any stability issues which may arise as a result is not classed as a manufacturing defect and therefore not covered The cover does not apply to items not sold as new, on clearance or part of our outlet section onpne, for example ex-display items, where a 6 month manufacturing guarantee will apply. The cover applies to indoor furniture items only and excludes all accessories and flooring products.

General Terms

This page (together with the documents referred to in it) tells you the terms on which we supply any of the products (which are referred to in these terms and conditions as "products") listed on www.darwenfurniture.co.uk (which is referred to in these terms as "our website") and sold to you either over the phone or through our online checkout. Please read these terms and conditions carefully before placing any order for products from our website. By placing any order for products from our website you agree to be bound by these terms and conditions. Please be aware that the terms and conditions which apply to orders placed within our stores may differ to those detailed below. www.darwenfurniture.co.uk is a website operated by The Pine Warehouse Darwen Limited (referred to in these terms and conditions as "we”, “our” or “us"). We are a limited company registered in England under company number 4704795, and VAT number 825139140. Our registered address is Darwen Furniture, 386 Bolton Rd, Darwen, Lancashire, BB32PS. We reserve the right to reject any order at any time for any reason. In this instance the order shall be refunded in full to the account from where the original purchase was made and can take 1-10 working days to be processed through the bank. An email notification will be sent to the email address on the order to confirm the credit refund.

COMPLAINTS POLICY

After Care Support | Darwen Furniture

A complaint is perceived as an expression of dissatisfaction made either verbally or in writing, about a product, standard of service or lack of action by the company or its staff, affecting a customer. We welcome all complaints as valid feedback from valued customers that help us to continuously improve our service, products and procedures.

Procedure

Complaints should be made in the first instance to the Customer Care team, either by calling 01254772033, by email to customercare@darwenfurniture.co.uk or by post to Darwen Furniture, 386 Bolton Rd, Darwen, Lancashire, BB32PS. Please include your Sales Order number where applicable, plus the name, address and postcode of the original billing addressee. Complaints about our service or lack of action by the company or its staff will be referred to the Customer Service Manager.

Resolution

All complaints received by email or mail will be acknowledged within 7 days of receipt. Phone complaints can be made between the hours of 10am – 4pm Tuesday to Saturday directly with our Customer Care team. For product issues we will assign you a case handler who will work with you to resolve the product issue successfully and in accordance with Consumer Law. We will make every effort to resolve this for you within 30 days, however as some of our products are shipped from overseas, this may not always be possible. We will, however, keep you updated on progress and resolve as soon as possible. If you are unhappy with the resolution of your complaint, you can request an escalation, which will then be referred to management for review. You will receive a response to that review within 2 working days.

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