Terms & Conditions

Terms and Conditions of Sale for Schneider Furniture Ltd (trading as Tom Schneider)

Welcome to Tom Schneider. These terms and conditions apply to all uses of the www.tomschneider.co.uk website and form a legally binding contract between you (the "Customer") and Schneider Furniture Ltd ("we", "us", "our"). By placing an order, you agree to be bound by these terms.

We reserve the right to amend these terms at any time. We advise you to read them carefully before placing each new order. If you have any questions, please contact our customer care team before ordering.

1. Definitions

• Customer: The individual or entity placing an order.
• Goods: The furniture and other products requested by the Customer.
• Made-to-Order: Goods specifically produced for a Customer's order, which are clearly labelled as such on our website.
• Order: A request for Goods submitted by the Customer.
• Working Day: Monday to Friday, 9:00 AM to 5:00 PM, excluding UK public holidays.

2. Placing an Order & Payment

2.1. When you place an order on www.tomschneider.co.uk, you will receive a confirmation email. This email confirms that we have entered into a purchase contract.

2.2. We accept payment by debit card, credit card, bank transfer, Shop Pay, Apple Pay, or Google Pay.

2.3. Your Order will not be processed until we have received cleared funds in full.

2.4. Responsibility for Order Details: It is the Customer's responsibility to ensure all details of their Order are complete and correct.

2.5. We reserve the right to correct prices due to administrative or website errors, or to account for fluctuations in taxes and duties.

3. Cancellations & Returns

3.1. For 'Made-to-Order' Goods:

• All sales are final. Once payment has been received for a Made-to-Order item, the Order cannot be cancelled, changed, or refunded.
• Please ensure you are certain that the item, size, finish, and fabric are right for your needs before placing your Order.

3.2. For In-Stock & Clearance Goods (Non-Made-to-Order):

• You may return these items provided you notify us within 14 days of delivery.
• Goods must be returned in their original packaging and in the condition they were received.
• We will arrange collection, and a collection charge will be deducted from your refund. This charge is equal to the cost charged by our logistics partner.
• The original delivery charge is non-refundable, except in the case of goods damaged in transit (see section 5.3).

3.3. Cancellation by Agreement:

• In circumstances where we, at our sole discretion, agree to a Customer's request to cancel an Order that would not typically be eligible for cancellation under these terms (e.g., a 'Made-to-Order' item), we reserve the right to deduct any non-recoverable transaction fees from the refund.
• These fees include, but are not limited to, charges incurred from credit card providers, debit card providers, and other payment platforms (such as Shop Pay, Apple Pay, or Google Pay) during the original transaction.
• You will be informed of any such deductions before the cancellation is finalised.

3.3. Refund Processing:

• Refunds are processed after the returned Goods have been received and inspected by our team.
• We reserve the right to refuse a refund or make a deduction if Goods are not returned in their original condition.
• If a return is initiated more than 14 days after purchase, any payment processing fees (typically 1.5% to 3.5%) will also be deducted from the refund.
• All refunds will be issued to the original payment method.

4. About Our Goods

4.1. The quantity and description of Goods will be as set out in your Order Confirmation.

4.2. Natural Materials: As we work with natural materials like wood and leather, we cannot guarantee that the grain, markings, or colour will be identical to photography, digital representations, or previously seen samples. Each piece is unique.

4.3. Colour Variations: We make every effort to display colours realistically, but we cannot guarantee exact colour depiction across different devices and browsers.

4.4. Tempered Glass: Our glass may exhibit a strain pattern or surface waves when viewed at certain angles. This is a normal characteristic of the thermal toughening process and is not a flaw.

5. Delivery

5.1. Delivery Service: We use either a 'Standard Delivery' (to your front door) or a '2-Man Home Delivery' (to your room of choice with basic assembly and packaging removal), which will be confirmed in your Order email.

5.2. Customer Responsibilities:

• Access Check: You are responsible for checking that the furniture will fit through all doorways, stairwells, and corridors at the delivery address.
• Failed Delivery: We are not responsible for undeliverable goods due to access issues or your absence at the pre-arranged delivery time. You agree to pay our reasonable costs for storage and re-delivery in such cases.

5.3. Damage in Transit & Inspection on Delivery

It is crucial that you inspect your Goods upon delivery, as your signature on the delivery note confirms acceptance of the Goods in the condition they are in. The procedure for this inspection depends on whether you use our complimentary unpacking service.

5.3.1. Standard Inspection (with Unpacking Service)

Our delivery team offers a complimentary service to unpackage your furniture, allowing for a full inspection. In this instance:

• You, or a designated representative, must be present to inspect the unpacked Goods thoroughly for any damage, defects, or faults.
• Any issues found must be noted in detail on the driver's delivery note before you sign it.
• You must also notify Tom Schneider in writing (e.g., by email) of the damage on the same day as the delivery, providing photographs where possible.

5.3.2. If You Refuse the Unpacking Service

If you choose to keep the Goods in their packaging and refuse our complimentary unpacking service, the following two-stage process applies:

• Stage 1: External Inspection. At the time of delivery, you are required to thoroughly inspect the external packaging for any signs of damage (e.g., dents, tears, crushed corners). Any such damage must be noted on the driver's delivery note before you sign.
• Stage 2: Internal Inspection. You must unpackage and inspect the furniture and report any concealed damage (i.e., damage to the product itself that was not visible from the outside) to us in writing, with photographic evidence, as soon as reasonably possible and no later than 48 hours after the delivery was made.

5.3.3. Failure to Report Damage
Failure to follow the relevant procedure outlined in 5.3.1 or 5.3.2 will be taken as your acceptance of the Goods in good condition. We reserve the right to decline any claims for transit damage, repair, or replacement if they are not reported in accordance with these terms.

6. Guarantees

6.1. Activation of Extended Guarantee: To be eligible for our extended guarantee, you must register your Goods on our website within 3 months of the delivery date. Upon successful registration, you will receive an email confirming your guarantee is active. The guarantee is only valid for the original Customer and is non-transferable.

6.2. Scope of Guarantee: The guarantee is limited and covers manufacturing structural defects only, commencing from the date of purchase.

6.3. Guarantee Periods: Subject to the conditions herein, the guarantee periods are as follows:

• For Made-to-Order Furniture:
• A 10-year guarantee for wooden structures.
• A 2-year guarantee for upholstery, mechanisms, and electrical parts.
• For Furniture Bought From Stock:
• A 3-year guarantee for wooden structures.
• A 2-year guarantee for mechanisms.

6.4. Exclusions and Limitations: The guarantee does not cover any of the following:

• Glass.
• Normal wear and tear.
• Damage resulting from misuse, improper cleaning, or negligence.
• Defects or deterioration caused by exposure to direct sunlight, excessive heat, or liquids.
• Any unauthorised repairs or modifications.
• Goods sold as ex-display or clearance items.

7. Data & Security

7.1. Data Protection: We use your information lawfully in accordance with the UK GDPR and the Data Protection Act 2018. Your details are only shared with third parties (e.g., couriers) for the purpose of processing and delivering your Order. Please see our Privacy Policy for full details.

7.2. Payment Security: All card payments are processed via secure, encrypted gateways (e.g., SagePay, Paypal). Your connection is secure when you see the locked padlock symbol in your browser's address bar.

8. General Clauses

8.1. Force Majeure: We are not liable for delays or failures to perform our obligations due to circumstances beyond our reasonable control (e.g., acts of God, national emergencies, pandemics, industrial disputes).

8.2. Retailer Purchases: If you purchase Goods through a Tom Schneider retailer, your contract is with that retailer. Please contact them directly for any service issues.

8.3. Complaints: We aim to provide a high level of service. Please send any enquiries or issues in writing to info@tomschneider.co.uk.

8.4. Jurisdiction: These terms are governed by the laws of England and are subject to the exclusive jurisdiction of the English courts.

8.5. Copyright: All content on this website, including images, designs, and text, is the copyrighted property of Tom Schneider. All rights are reserved.