Definitions

• Goods – luxury furniture products and related items described on your order and invoice.
• Bespoke / Made-to-Order – goods made or configured to your specification (e.g., size, finish, fabric, colourway, modules or special order items). Bespoke products are exempt from the statutory cooling-off period.
• Contract Value – the total price payable (inclusive of VAT unless stated otherwise).
• Deposit / Staged Payments – instalments captured on scheduled dates as stated in your invoice or order confirmation. Deposits for bespoke pieces are generally non-refundable because we incur costs once materials are ordered and production begins.
• White-Glove Delivery – scheduled delivery with placement, unpacking, packaging removal and, where included, installation or assembly.
• Natural Variation – inherent characteristics of natural materials (e.g., knots, grain patterns, scars, variations in colour and texture in wood and leather) that do not affect functionality or durability.
• POD (Proof of Delivery) – a document or electronic record confirming delivery or collection.
• ARN (Acquirer Reference Number) – a unique reference for card refunds issued by our payment processor.
• Particularly Vulnerable Customer – a customer who discloses the need for reasonable adjustments due to disability, health issues or other vulnerabilities.

Order & Contract Formation

1. Offer and acceptance – Your order constitutes an offer to purchase Goods. A binding contract is formed only when we send you written confirmation (via email, invoice or specification schedule) describing the Goods and agreed specifications.
2. Specification confirmation – Your order confirmation will include key details such as model, configuration, finish, dimensions and any special notes. You must notify us promptly if you disagree with any details so we can correct them before production.
3. Pre-contract information – Before you place an order we provide information required under the Consumer Contracts Regulations (our identity, pricing, delivery arrangements, payment methods and your statutory rights).
4. Click-wrap acceptance – At checkout you must tick a box stating that you agree to these Terms; this ensures the Terms are properly incorporated into the contract.

Prices, Deposits & Payment

1. Prices – All prices are quoted in GBP and include VAT unless stated. Prices may change due to currency fluctuations or supplier costs, but we will not change the price of your order once confirmed. If you see prices in other currencies, payment will still be processed in GBP and currency conversion charges (if any) are your responsibility.
2. Deposit and Staged Payments – For bespoke or made-to-order items we may require a non-refundable deposit (typically 25–50%). Your invoice will set out the deposit amount, any staged payments and the final balance due date. Once production begins or materials are ordered for your bespoke piece, cancellation will incur charges for direct costs incurred.
3. Payment methods – We accept the payment methods displayed at checkout. You authorise us to capture staged payments automatically on the scheduled dates. If you believe a payment has been captured in error, please contact us immediately.
4. Transfer of title – Legal ownership of the Goods passes to you only when the Contract Value is paid in full. This does not affect your rights where goods are faulty, mis-described or not delivered.

Production, Lead Times & Natural Materials

1. Production and lead times – Bespoke furniture is handmade or finished to order. Lead times vary and are provided for guidance; they are not guaranteed unless we expressly agree a fixed date. If you have an event deadline you must notify us in writing so we can prioritise scheduling.
2. Natural materials – Many luxury pieces use solid wood, marble, leather, rope or other natural materials. Variations in grain, knots, colour, texture and small dents are inherent and celebrated characteristics. Leather may show scars, wrinkles or shading variations; wood may mellow or develop patina over time. Such variations do not constitute defects and are not grounds for refund or replacement. We recommend requesting samples because screen colours can vary.
3. Unique craftsmanship – All measurements are approximate and minor tolerances may arise due to handcrafting. Bespoke dimensions provided by you may be adjusted slightly by our craftsmen to ensure structural integrity.

Measurements, Access & Delivery Preparations

1. Customer responsibility for measurements – You are responsible for ensuring that the Goods will fit through doorways, hallways and into the intended room. For certain ranges (e.g., Chesterfield sofas), a minimum door width may apply (e.g., 74 cm). You must measure carefully and request specifications if unsure. If Goods do not fit and need to be returned or resold, cancellation charges may apply.
2. Access and safety – You must provide safe, unobstructed access for delivery. Remove breakables or obstacles along the route. Our crews may refuse to deliver items if access is unsafe, and we are not responsible for damage to unprotected floors or walls.
3. White-glove delivery – Standard delivery includes placement in the room of choice, packaging removal and, where specified, assembly. Our crews are authorised to remove packaging only on request; if you ask them to deliver to upper floors or manoeuvre through tight spaces, this is at your own risk.
4. Delivery scheduling – We deliver on mutually agreed dates. If you cannot accept delivery on the confirmed date we may charge storage or redelivery fees and reschedule, which may take several weeks.
5. Storage after notification – If you choose to collect goods yourself, collection must occur within 14 days of notification; otherwise storage fees may apply and we may treat failure to collect as cancellation.

Delivery, Risk & Title

1. Delivery of conforming goods – We will deliver goods matching the specification in your confirmation. Delivery dates are estimates; we will inform you of material changes to lead times.
2. Risk and title – Risk of loss or damage passes to you upon delivery. If the goods delivered are clearly not what you ordered or are mis-described, risk remains with us until the correct items are delivered.
3. Damage in transit – If items arrive damaged, report within 48 hours with photographs. We will repair, replace or refund depending on the severity of the damage. Minor scratches or blemishes that are fixable and do not affect durability may be remedied rather than warranting a return.
4. Misdelivery or non-delivery – If goods are delivered to the wrong address or not delivered by the agreed window, we will treat this as non-delivery and will either promptly re-supply or offer cancellation with full refund if re-supply within a reasonable time is not possible.

Inspection & Acceptance

1. Inspection upon delivery – Please inspect Goods on delivery or installation. If items are wrong or mis-described (e.g., wrong finish, size or configuration), notify our delivery team and email us within 48 hours with photographs.
2. Short-term right to reject – Nothing in these Terms affects your statutory rights. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery.
3. Acceptance – If you retain the goods beyond the short-term period or modify them (e.g., assemble or alter), you may lose the right to reject for minor issues.

When Things Go Wrong

1. Wrong or incorrect goods – If we deliver goods that do not match your confirmed specification, we will arrange collection at our cost and either (a) deliver the correct goods within a reasonable time or (b) agree cancellation with full refund.
2. Missing items – If an order arrives incomplete, we will promptly supply the missing items or provide an updated schedule.
3. Misdelivery – If your goods are delivered to the wrong customer/address, we will treat this as non-delivery and offer re-supply or refund.
4. Damaged goods – Report any damage within 48 hours. We will assess whether repair, replacement or refund is appropriate. Minor repairable scratches or scuffs do not normally justify return.
5. Event deadlines and priority – If you notify us of a fixed event (e.g., a wedding or open day) and we accept a fixed delivery date, we will prioritise your order. Failure to meet a fixed date may entitle you to cancellation and refund.

Cancellations & Change of Mind

1. Bespoke / Made-to-Order goods – Bespoke goods are generally exempt from the 14-day cooling-off period for distance sales. Once production begins or materials are ordered, you cannot cancel for change of mind and we reserve the right to charge for costs incurred (materials, labour and administrative costs) which may be up to 50% of the purchase price.
2. Standard goods – For off-the-shelf items you may cancel within 14 days of delivery by notifying us. You then have 14 days to return the goods. We will refund you within 14 days of receiving the returned goods.
3. Exceptions – You cannot cancel or return used mattresses, unwrapped bedding or any items that cannot be resold for hygiene reasons. Perishable or time-sensitive items (e.g., Christmas decorations) may also be excluded.
4. Failure to deliver – If we fail to deliver conforming goods within a reasonable time and you cancel, we will process a full refund including any deposit or staged payments.

Refunds & Payment Method

1. Refund method – Refunds are made to the original payment method(s). If you used staged payments, refunds may appear as multiple credits.
2. Timescales – Once a refund is agreed, we will submit it within 14 days of receiving the goods back or confirming cancellation (non-delivery cases). Under the Consumer Contracts Regulations, refunds must be issued within 14 days of receiving the returned goods. Card refunds typically appear on statements within 5–10 business days; bank transfers usually clear within 3–5 business days.
3. Standard delivery costs – If you cancel within the cooling-off period, we will refund the cost of standard delivery; if you paid for expedited delivery, we will refund only the standard portion.
4. ARN and trace – Upon request we will provide the ARN to help your bank trace the refund. If you do not see the refund within 10 business days, please contact us so we can investigate.
5. Irrevocability – Once submitted, refunds are final except where there is proven fraud or error. A credit memo is an internal record; a refund is only initiated when it is submitted to the gateway and an ARN is available.

Warranty & Aftercare

1. Manufacturer warranties – Goods come with manufacturer warranties where applicable. These warranties do not affect your statutory rights.
2. Aftercare – Proper aftercare extends the life of luxury furniture. Please follow the care instructions provided (e.g., avoid direct sunlight on leather to prevent fading; maintain appropriate humidity for timber).
3. Exclusions – Damage caused by misuse (e.g., placing hot items on wood, exposing leather to solvents) or failure to follow care instructions is not covered. Natural ageing and patina are part of the furniture’s character and are not defects.

Complaints & Dispute Resolution

1. Contact us – If you are unhappy, contact our Customer Care team at info@evisofurnishings.com with your order reference and details. We aim to respond within 3 working days and to resolve complaints within 14 days where possible.
2. Escalation – If we cannot resolve your complaint, we will provide a written outcome and information on dispute resolution options such as mediation or referral to your card issuer.

Accessibility & Particularly Vulnerable Customers

1. Reasonable adjustments – If you are a particularly vulnerable customer, please let us know your preferred communication method or any accessibility requirements. We can provide large-print documents, BSL-interpreted calls or assign a single point of contact.

Governing Law

1. These Terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere, you may bring proceedings in your home jurisdiction. Nothing in these Terms affects your mandatory local consumer protections.