Terms and Conditions

1. General Information

• We are DLW Design & Interiors, operating as an online furniture and home décor retailer.

• Our registered business address is: 64 Pembury Road, TN9 2JG.

• Contact: customerservice@dlwinteriors.co.uk

Company number 16289424

2. Orders & Payment

• All orders must be paid in full before processing and dispatch.

• Orders are not confirmed until payment has been received.

• Prices are subject to change based on stock availability and supplier adjustments.

3. Payment Methods

• We accept the following payment methods:

◦ Credit & Debit Cards: Secure online payments processed via our payment provider.

◦ Clearpay: Available for orders between £1 - £1,000, allowing you to pay in instalments.

• Payment details will be provided at checkout or upon invoice request.

4. Products & Availability

• Our products include new, open box, and display items. All items are clearly described on the product page.

• Availability is subject to stock levels. We reserve the right to withdraw or update products without notice.

5. Pricing

• All prices are listed in GBP (£) and include any applicable taxes unless otherwise stated.

• We strive to ensure prices are accurate but reserve the right to correct errors before confirming an order.

6. Delivery & Failed Delivery Charges

• Larger furniture items are delivered within 5 working days, and lighting products are delivered in 2-3 days via DPD or Royal Mail.

Processing time 1-2 days.

• Delivery times are estimates and may vary depending on circumstances.

• Delivery is currently available only within the United Kingdom.

• If you are unavailable, you must reschedule in advance. Failed deliveries may incur additional charges.

• Deliveries will be made to a room of your choice, but we are not responsible for furniture assembly or disposal of packaging.

7. Returns, Refunds & Restocking Fees

• We offer a 30-day, no-questions-asked return policy.

• A £35 collection charge applies to all returns unless the item is damaged or faulty.

• Items must be returned in their original packaging and unused condition to qualify for a refund.

• Restocking Fee: A 15% restocking fee applies to all non-faulty returns. This will be deducted from your refund.

• Refunds will be processed within 5-10 business days after the return is received and inspected.

8. Damaged or Faulty Items

• If your item arrives damaged, faulty, or incorrect, please notify us within 48 hours of delivery.

• We will arrange a replacement, repair, or refund at our discretion.

• Evidence of damage (photos) may be required before processing a claim.

9. Warranty

• We offer a 12-month warranty on all products.

• The warranty covers manufacturing defects but excludes normal wear and tear or misuse.

10. Cancellations & Changes

• Orders cannot be cancelled once they have been processed for dispatch.

• If you need to make changes to your order, contact us immediately at orders@dlwinteriors.co.uk.

11. Liability

• We are not responsible for any damages caused by incorrect assembly, improper use, or general wear and tear.

• Our liability is limited to the value of the products purchased from us.

12. Privacy Policy

• We collect and store personal information for order processing and communication.

• We do not share or sell your data to third parties without consent.

• For full details, refer to our Privacy Policy.

13. Marketing & Social Media Consent

• By placing an order with us, you agree to receive marketing emails unless you specifically opt out.

• Any photos shared with us (e.g., product images in your home) grant us permission to use them across our social media platforms.

• We will not use photos that contain personal images or identifiable belongings without explicit permission.

14. Intellectual Property

• All website content, including images, text, and logos, is the property of DLW Design & Interiors.

• You may not copy, reproduce, or distribute any content without written permission.

15. Fraud Prevention & Security

• We take fraud seriously and may refuse or cancel any order suspected of fraudulent activity.

• Customers are required to provide accurate personal information when placing an order.

16. Order Processing & Lead Times

• Estimated delivery times begin once payment has been received and processed.

• Some items may have longer lead times due to stock availability or supplier delays. Customers will be notified in such cases.

• We are not responsible for delays caused by third-party couriers, customs, or unforeseen circumstances.

17. Custom & Made-to-Order Items

• Custom or made-to-order items cannot be returned, exchanged, or refunded, except in cases of faults or damage.

• Full payment is required before production begins.

• Production times are estimated and may vary.

18. Refund Processing & Payment Disputes

• Refunds will be issued to the original payment method only.

• If a customer initiates a chargeback or payment dispute without first contacting us, we reserve the right to contest the claim with the relevant financial institution.

• Refunds will not be provided for delivery fees, restocking fees, or failed delivery attempts.

19. Force Majeure

• We are not liable for any failure or delay in performance due to circumstances beyond our control, including but not limited to:

◦ Natural disasters

◦ Strikes or labor disputes

◦ Supplier shortages or transportation issues

◦ Government regulations or pandemics

20. Changes to Terms & Conditions

• We reserve the right to update these terms and conditions at anytime. Changes will be effective upon posting on our website.

21. Governing Law

• Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Customer Support & Contact

• For all queries, including after-sales care, email us at customerservice@dlwinteriors.co.uk

• We aim to respond within 24-48 hours.