General
It is the responsibility of the BUYER to measure furniture goods before ordering ensuring they can be delivered through doorways and into the room of choice. The SELLER is not required to take special orders into stock that cannot be delivered into the BUYER’S room of choice. In such circumstances the SELLER would leave goods in another room. If windows are to be removed this is the responsibility of the BUYER and must be arranged prior to delivery of the goods.
Disclaimer - Should the BUYER have any reservations regarding sizes and access for delivery it is their responsibility to raise these issues at the point of ordering. Upon placing an order for ‘made to order goods’ the BUYER must pay for the goods in full or leave a 50% deposit. The remaining balance outstanding will then need to be paid in full at the latest 1 day before delivery or on collection of the goods at our store on Olivers Place, Fulwood, Preston, PR2 9WT. It is the BUYERS responsibility to ensure that the goods are paid for in full prior to delivery, if not this could result in a delivery date being rescheduled to a date when we are delivering in that specific area, which may be some time after the originally agreed delivery date, due to logistics route planning. Upon placing an order for ‘items from stock/clearance goods’ the BUYER must pay for the goods in full at the point of order. The delivery of these goods should be arranged within 7 days or can be stored with prior agreement from the SELLER until required. Charges may be incurred by the BUYER should the goods be in storage for longer than agreed. Accepted methods of payment are: Credit or Debit card (excluding AMEX), Cash, or Finance by prior arrangement. Delivery and lead times quoted by the SELLER to the BUYER, could range from 1 to 16 weeks, but are always an approximate estimation. The SELLER is very much governed by manufacturing times and logistics. Wherever possible the SELLER will endeavour to contact the customer within the specified lead time quoted to either make suitable delivery arrangements or inform of any reason for delays. Any circumstances beyond the SELLERS control that make it impossible for the SELLER to fulfil its obligations with regards to lead times, are not circumstances entitling the BUYER to cancel the contract. The SELLER is not responsible for the reimbursement of costs or damages of any nature, that are incurred by longer than expected delivery times. On occasion and where available the SELLER may be able to offer loan furniture, whilst the BUYER is awaiting delivery of their goods. In these cases, the SELLER would expect the goods to be returned in the same condition as delivered out. Where the BUYER chooses from fabric, leather or wood and wood finish samples in store it is on the acceptance that all materials come with a tolerance level.
Delivery
We offer a 2-man delivery service on all orders within a 30-mile radius of the store. An extra charge will be applied to deliveries exceeding the 30-mile radius, these will either be delivered by our own delivery team or we may enlist the services of a carrier. Should this be the case charges will be outlined during the buying process. Collections can be made from Olivers Place, Fulwood, Preston, PR2 9WT (Monday – Saturday 9am – 5pm).
Click & Collect - FREE
Please select the 'click and collect' option at the checkout. Collection is by appointment only - after purchase you will be contacted to arrange a date and time.
Lighting and Smaller Accessories:
FREE delivery on orders over £1000 within 30 Mile radius
NATIONWIDE DELIVERY
Small Sized items:
Delivery charge of £9.99
Medium sized items:
Delivery charge of £19.99
NATIONWIDE DELIVERY
Larger, bulky items:
We offer a 'premium' two man delivery service within our local area. You will be contacted to arrange a delivery date and then again on the day before delivery with an estimated delivery time. On the day of delivery, our team will call you en route - they will then deliver your new furniture and install if necessary to a room of your choice and remove all packaging. A collection service is available on some items - please ask for details.
ZONE 1 - £60
*All PR, FY LA postcodes
We can arrange delivery outside of the above postcodes - contact us for a quote on sales@hqsofas.com.
Gift Vouchers
FREE Postage
NATIONWIDE DELIVERY
For our returns policy please see our terms & conditions.
Due to the nature of the SELLERS commitment to deliver and assemble many different items of furniture into different types of homes it is impossible to give an exact time for delivery. The SELLER can usually offer a specific date and on request an indication of AM or PM. Our delivery team will ring ahead approximately 10 minutes before delivery to brief you on how the delivery will take place. On occasion where the BUYER has previously arranged this date and the SELLER has attempted to deliver, where no-one is at home, the seller reserves the right to make further delivery charges to re-deliver the goods. Uneven floors may cause furniture to sit out of alignment necessitating the use of packing wedges to level some of the larger items. Whilst every effort is made by the SELLER to level the furniture, this cannot be guaranteed on uneven floors. The SELLER cannot undertake fixing products to walls, undertake joinery or electrical work. Our furniture is free standing and not fitted. It is the BUYERS responsibility to protect and cover any flooring areas in preparation for delivery of their furniture, due to health and safety reasons our delivery team cannot remove their safety footwear, but protective blankets will be laid down to cover flooring where necessary. Please also ensure that pictures, ornaments and other obstacles are temporarily removed to enable a swift delivery and installation of your new goods. It is also the BUYERS responsibility to use suitable products to act as a buffer between furniture and flooring once in situ. It is essential that the BUYER checks all furniture goods and reports any defects in quality or condition to the SELLER within 24 hours of receiving the goods (see after sales & customer service). The size and specification of all products will have a tolerance, comfort and size may vary slightly. When dealing with new upholstery or mattresses, settlement of fillings known as ‘hollowing’ is quite normal. By rotating, changing and turning the goods (where applicable), gradually all the fillings will compress to an even level. This should not be taken as a sign of ‘failing’ materials, or cause for complaint.
Cancellation, Refunds & Returns
Goods purchased in store
In accordance with the Consumer Rights Act, should you place your order in store and then change your mind we will allow you up to 7 days, from date of order, to either cancel or amend your order. Excluded from this are ‘Special or bespoke Orders’ where we have instructed our suppliers to make the goods in your chosen fabric, design, wood colour or size etc. It is not possible to cancel these orders once our supplier has been instructed. This is due to the product's bespoke nature.
Goods purchased in store from stock/clearance
If you purchase an item or items from stock or purchase clearance items and you simply change your mind, you may cancel your order within 7 days after the order and a credit note to the value of the goods will be issued to use within 12 months.
Goods purchased online or over the phone
If goods are bought online or over the phone where you have not had opportunity to inspect or view the goods in store and you simply change your mind, you have the right to cancel the goods any time between date of order and up to 14 days after delivery of the goods. This is in accordance with the Consumer Contracts Regulations. Should you wish to return the goods it would be at your expense and it is your responsibility to take good care of the goods and return them in their original packaging and in perfect condition to our store address. We recognise that some customers may not have the means to do this so we can arrange a collection on your behalf, charges for this will be in line with current carrier costs, these costs will be made clear prior to collection and full payment of these costs will be expected before collection takes place. Until the goods are received back at our premises the goods belong to you the BUYER therefore you are liable for any loss or damage. Bespoke, special offer or bulk orders are not subject to the 14-day return policy as these items will have been ordered and made up to your specific requirements. Should you place an order necessitating a specific sofa in any of the following - size, style, cover, colour and we enlist our supplier to make this for you, this will also fall outside of the 14-day return policy due to its bespoke nature. Due to their intimate nature and for hygiene reasons, divan sets, mattresses, pillows and mattress protectors cannot be returned or cancelled, unless in accordance with your legal rights (i.e. confirmed defective by us).
Special Orders
Any order for ‘Special Order’ items may not be cancelled by you, either before or after delivery. We have no obligation to take back these Goods, though may do so with the incurrence of a 35% restocking fee. This is entirely at our discretion. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. This does not affect your statutory rights.
Cancellation by us
We reserve the right to cancel any order if:
- We have insufficient stock to fulfil your request
- We are unable to deliver to your area
- One or more of the items ordered was priced incorrectly in store or on our website
- Your payment transaction has not been authorised
If we do cancel your order we will contact you either by phone, email or by letter to inform you of our decision. We will refund any monies due but will not be obliged to offer any compensation for disappointment suffered.
Refunds
Any refunds due will be paid back using the same method as your original payment, these will need to be authorised by a manager and will be processed within 7 days.
After Sales & Customer Service Issues
We are always here to help, if for any reason you are not happy with your goods please contact us immediately, our after sales team are on hand to help during the week, but should you need to call at a weekend we can take your details and pass them on when the service team are back at work. Alternatively, you could email our Customer Services: (adam@hqsofas.com), with photographs, your sales order number, name & address and a brief description of the issue and you will then be contacted on return.
Site Contents & Disclaimers
Every effort is made to ensure that the contents of our website are accurate however prices, sizes and details may change from time to time and it is possible that errors may occur. We will endeavour to rectify these errors as soon as possible, but we cannot be responsible for any losses incurred.
Removal Of Old Furniture
There are several local charities that would be grateful of your tired older furniture and they will usually collect it for free. The British Heart Foundation being one of them. However, if this is not an option for you when we bring your new goods, we can offer to dispose of your older furniture but unfortunately, we do have to charge for this service. Contact our sales team for a price on 01772 590031.