No one likes the small print but rest assured there are no hidden nasties, just terms and conditions that make buying your next purchase fair to both consumer and seller.
1.0 Your E-Commerce rights
1.1 A customer has the right to cancel their order up and until it is 'dispatched' for a full and no quibble refund. If an item has already been dispatched then unfortunately the customer is liable for all shipping related costs in having the item returned. This is still the case on items that may have had 'free' delivery as retrievable return costs are entirely different and still have to be paid to the relevant carrier.
1.2 We provide a no quibble 14 day return policy whereby UK customers can 'issue a wish' to return unwanted items for a refund. It is the responsibility of the customer however to foot the bill for shipping any item back to us and the cost of shipping to the customer is neither reimbursed. Not available to customers residing outside the UK. Seconds/Ex-display items are not covered by warranty but can be returned, at the customer's expense, under the 14 day ruling.
2.0 Advertised Lead Times
We always try to have stock of our range of Tulip Tables and Chairs readily available. The website will always display the live availability of the stock and the status of 'in-stock' guarantees availability.
On the occasion whereby stock is not immediately available, we will always try to keep customers abreast of the duration of any waiting times and we endeavour to update those whenever if ever they fluctuate.
3.0 Warranty
3.1 All Items are covered by Manufacturers Warranty for 36 months.
3.2 Only manufacturing defects are warranted. We do not cover any damages, chips, normal wear and tear, marks etc caused by the customer either through use or installation of the product.
3.3 It is important to note that items with swivel mechanisms can sometimes be treated as fairground rides by minors! Damage to items that have been caused by 'spinning' very fast on swivel mechanisms is not covered, only manufacturing defect. We advise concise instruction of minors.
3.4 We are obliged to offer a replacement or repair on Warranted items if they are older than 60 days. We retain the right to offer a repair or the replacement of parts.
3.5 Due to distance selling we always request digital images in order to aid us process and assess any resulting warranty issue.
3.6 In the event of a problem we are obliged the opportunity to correct it and we do not charge shipping or delivery costs for replacements or repairs (within 14 days) unless a) the customer is using the 14 day ecommerce ruling and returning unwanted items b) returning items without giving the opportunity of correcting reported problems or c) the customer is reporting a fault on delivery but has signed as perfect with the courier. Outside of 14 days and the items are on a return to base warranty to be repaired or replaced but discretion on this can be applied.
3.7 Please note that with natural stone, it is not possible to pre-determine the pattern or exact top of the table prior to dispatch. We do not consider natural fissures or presence of quartz in stone to be manufacturing defect.
3.8 Always check that the dimensions of hallways and doorways are able to fit the products ordered. If you mis-calculate this then we are not responsible and the goods must be returned under the 14 day ruling therefore costing the customer shipping charges.
3.9 We do not take responsibility for damage caused by the customer. Clearly marks, scratches and chips that are not on the product when it arrives are the customers responsibility. Likewise damage that was not present when crated and inspected at the warehouse and the product signed for on delivery is the responsibility of the customer. Photographic images are always taken upon installation.
3.10 Due to the logistics involved, reported problems from countries outside of the UK will be dealt with financial re-imbursement. We do not collect and return items from outside the UK. We either a) send replacement parts or b) pay compensation/refund amount for items damaged or missing.
3.11 Warranty is void in all cases whereby any item has been modified from its original condition.
3.12 Items sold as seconds/ex-display carry no warranty. It is the responsibility of the customer to ensure they are fully aware of the condition of an item before purchase. The opportunity would always be available for items such as these to be inspected at our warehouse before purchase.
4.0 Delivery
4.1 We offer standard installation delivery with all of our dining tables, and sets, and coffee tables. The side tables and chairs are dispatched with our parcel carrier of choice. Concerning parcel deliveries; we are not responsible for the installation of your product and or any damage that occurs during it, whether there are enough persons on hand or otherwise. Regarding installation deliveries, these will only be conducted after the provided questionnaire is completed and returned and is conducted by an experienced team. It is not their responsibility to remove items in the way (other furniture or personal items) nor to take away old/unwanted furniture (tables or chairs) etc.
4.2 It is important you check the goods on arrival wherever possible. Couriers will not entertain a claim for their damage if the delivery sheet is signed as ok. If a courier does not give you time to check your goods please sign the sheet as UNCHECKED. At the very least any transport damage must be reported within 7 days but the chance of a successful claim are diminished. Please note that this refers to courier/transport damage and does not affect any warranty issue & or component fault.
4.3 Important - If you reside outside of the EU there may be an import tax payable by the customer to the local government. Please be aware we do not take any responsibility for these costs and they are NOT included in shipping, it is tax levied by local government and we do not know what these charges may be.
4.4 Notification of Damaged Goods In Transit Must Be Made Within 48 hours of receipt.
4.5 Refusal of a correct delivery is still charged to us by the carrier. Likewise if this delivery is then returned to us by the carrier the charges for this are also the responsibility of the customer and we will deduct from the cost of any monies owed for the cancelation of the order. Please ensure that once you have booked in the delivery with the carrier that you are present to receive it at that agreed time and that the premises is fully accessible, failure to do so will result in a 'failed delivery charge' of £75 either in the form of a re-charge before the delivery is attempted again or as a partial deduction from the applicable refund.
4.6 It is the responsibility of the purchasing customer to ensure that the purchase and subsequent delivery does not infringe any potential IP rights within the country of destination.
5.0 Website
5.1 We reserve the right to cancel, at any time, special offers, discount coupons and promotions along with orders that are un-fulfillable (with full refunds given)
5.2 Should an error within the design of the website cause the web cart to be lower than the advertised sale and delivery price of the chosen products, we reserve the right to cancel and refund the transaction.
5.3 Website Images are of our actual products. We do however reserve the right to make technical changes to products that may differ from those images, but not to any extent whereby the original form or design has been altered but more for technical differences.
6.0 Purchase Terms Acceptance
6.1 By clicking on buy now, pre-order item now, ordering over the telephone or direct via paypal or Klarna you enter into agreement of our terms and conditions as given both above, please read them carefully.
7.0 Refunds & Returns
7.1 - Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging or, if an installed item, safely and securely packaged.
To complete your return, we will require a request in writing (email).
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
7.2 Refunds (if applicable) - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 to 10 working days. Please note it may take additional days for your card provider/bank to credit the funds back to your account.
Should the original means of payment no longer be active or available, we will accept to pay back via bank transfer with a written email that outlines the correct bank paying co-ordinates.
7.3 Late or missing refunds checklist (if applicable) - If you haven’t received a refund yet, first check your bank account again. If you have received confirmation from us that your refund is processed then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@littletulip.com so we can look further into this for you.
7.4 Sale items (if applicable) - Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless deemed to be 'not as described'
7.5 Exchanges (if applicable) - We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@littletulip.com
7.6 Return Shipping - To return your product, you should email us for the return address as our warehouse is not the same as the registered office.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Where our installation team are employed to conduct the return, a flat fee rate of £94.95 will be deducted from your refund for the return shipping cost.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
7.7 Misc Fees - In the event of an order being cancelled due to a 'change of heart' please note that the refund for such orders are in full, less the card acquiring fee which we are charged by and not returned by Stripe and/or Paypal - even when cancelled. These are the terms and conditions of the card payment acquirer and are not levies added by The Little Tulip Shop. Please note that this applies only to Credit/Debit Card purchases through the site, via the Stripe and Paypal payment gateways.
8.0 Payment
8.1 Payment may be made via the website using Credit or Debit card, or over the telephone using Credit or Debit Card. It may also be made using Google & Shop Pay, Paypal and in installments with Klarna.
8.2 Payments may be made via bank transfer or by personal/business cheque. Please note that all funds must be fully cleared before release of the order.
8.3 For payments made in currencies other than GBP, please note that these are converted from the original GBP amounts. As the amounts are set by the exchange rates of the day it is not always possible to round up or down to an exact figure.