Terms and Conditions
Table of Contents
1) INTRODUCTION
Welcome to the Luxury Living Company online Ltd Terms and Conditions (“Terms”) which apply to orders made online via our Website, www.luxurylivingcompanyltd.co.uk or orders placed through the telephone sales department (“Websales”).
Luxury Living Company Online Ltd (which we will refer to throughout as “LLC” ( we, our, us”) is a company registered in England and Wales under company number 13541769 and we have our registered office at unit 33 Trent Gateway, Beeston Business Park, Technology Drive, Nottingham NG91LA, We are authorised and regulated by the Financial Conduct Authority in relation to credit broking.
To contact us, please email contactus@luxurylivingcompanyltd.co.uk, write to us at our Group Support Centre address at unit 33 Trent Gateway, Beeston Business Park, Technology Drive, Nottingham NG91LA or alternatively you can telephone our Websales line on 0800 1560188 Please note that in order to provide you with the very best service, we may monitor or record our calls for training purposes. Mobile charges may apply when calling the free phone number. Charges may apply if calling from outside the UK.
We reserve the right to change these Terms from time to time. In light of this, it is important that you check these Terms every time you wish to place an order through the Website or Websales to ensure you understand the terms that apply at that particular time.
By using and placing orders through the Website or via Websales, you confirm that you accept these Terms and that you agree to comply with them.
Nothing in these Terms and Conditions shall affect your statutory rights.
2) DEFINITIONS
In these Terms, when the following words with capital letters are used, this is what they will mean:
“Contract”: means the contract for the purchase and sale of the Products through the Website or Websales.
“Event(s) Outside Our Control”: means any act or event beyond our reasonable control which may delay or prevent production or delivery of the Products. These acts and events may include, without limitation, acts of God, flood, drought, earthquake or other natural disaster, epidemic or pandemic, terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any law or any action taken by a government or public authority, including imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent, collapse of buildings, fire, explosion or accident, any labour or trade dispute, strikes, industrial action or lockouts, non-performance by suppliers or subcontractors, and interruption or failure of utility service.
“Order”: means an order for Products which you submit to us through the Website or Websales.
“Product(s)”: means any product which we make available for sale through the Website or Websales.
“Sofa”: means a Product which has a long upholstered seat with a back and arms for two or more people.
“Terms”: means the LLC Terms and Conditions of sale.
“Websales”: means the telephone sales department. “Website”: means our website at www.luxurylivingcompanyltd.co.uk regardless of how you use the website including any technologies or devices available to you.
“You” or “you”: means the individual who is purchasing the Products through the Website or Websales.
3) THESE TERMS
a) What these Terms cover. These are the Terms on which we supply Products to you to purchase via the Website or Websales.
b) Why you should read them. These Terms tell you who we are, how we will provide Products to you, how you and we may change or end the Contract, what to do if there is a problem, and other important information.
c) Reading and accepting the Terms. You must accept these Terms in order to place an Order with us through our Website or via Websales therefore please read the Terms carefully before submitting your Order. We also recommend that you print and retain a copy of the Terms at the time of ordering for future reference. If you do not accept these Terms, you will not be able to order any Products through our Website or via Websales.
d) Changes to these Terms. We reserve the right to change these Terms from time to time without notice and any changes will take effect on the day they are posted on the Website.
4) HOW TO CONTACT US
a) How to contact us. If you have any questions relating to these Terms please email us at contactus@luxurylivingcompanyltd.co.uk or write to our Head Office address at unit 33 Trent Gateway, Beeston Business Park, Technology Drive,Nottingham,NG91LA. Alternatively you can telephone Websales on 0800 1560188 or request a call back through our Website from our Customer Service department.
b) How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your Order.
c) “writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.
5) PLACING AN ORDER ONLINE
a) Conditions of Use. To be able to place an order you must:
i) be over the age of 18;
ii) be a consumer (which means you must be purchasing the Products for your own personal use). If you need to purchase any product from LLC on behalf of a business, then please read clause 19b) below in relation to business use.
iii) provide us with all the required information that we need for us to be able to successfully complete your order which may include, but is not limited to, details such as your name, address, telephone number and payment details; and
iv) be purchasing Products to be sent to an address where we are able to deliver. If you live outside the UK, then you should call Websales for a personalised quote and to ensure we can deliver the Products to you.
b) Make sure you provide the correct information. We are not responsible for any errors you make when you place your Order. It is your responsibility to ensure that you input and submit your Order details accurately and fully. If you are placing your Order via the Website, you will have the opportunity to review your Order and to correct any errors before submitting it. If there is any change to your personal information you should notify us as soon as possible.
c) Order acknowledgment. After submitting your Order, you will receive an email order acknowledgment from us setting out the description of the Products you have ordered, but this is only an acknowledgment of your Order and not acceptance of your Order. Please note that, at this stage, no legally binding contract exists between us. We will usually assign you an order number at this point and it will help us if you can tell us the order number whenever you contact us about your Order. If you place an Order and request the contract terms to be sent to you by post, we will send you all your paperwork by post to arrive usually within 4 working days.
6) PRICING ERRORS
a) We try to ensure that the prices stated on the Website are accurate and up to date. If we notice an error in the quoted price of the Products you have ordered, then we will inform you as soon as possible and offer you the option of reconfirming your Order at the correct price or withdrawing your Order.
b) If we display an inaccurate price which could reasonably have been recognised as a pricing error, we do not have to provide the Products to you at the incorrect price, even if we have accepted your Order.
7) OUR CONTRACT WITH YOU
a) How we will accept your order. Our Contract with you will exist when your Order is released into our order system unless we have notified you that we are unable to accept your Order. Orders will only be released onto our system when your payment method has been approved.
b) If we cannot fulfil your Order. If we are unable to fulfil your Order for any reason, we will contact you with further information and will not process your Order. We will refund you in full and will usually be made within 14 days and in the same method as the original payment.
8) OUR PRODUCTS
a) Products may vary slightly from their pictures. Products may vary slightly from their pictures displayed on our website. The images of the Products on our Website are for illustrative purposes only. We make every effort to display the colours accurately, but we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products.
9) MAKING CHANGES TO YOUR ORDER
a) It will be difficult to make changes to your Order once it has been released into our order system. This is because we work to tight timescales and the production of your Order may have already started due to the quick turn around for your order, so unfortunately no changes are possible.
10) PRODUCT CHANGES
a) We may change the Products:
i) to reflect changes in relevant laws and regulatory requirements; and
ii) to implement minor technical adjustments and improvements, for example to address a security threat.
We will inform you if these changes affect your use of the Products ordered.
11) PROVIDING THE PRODUCTS
a) Delivery and installation costs
i) There may be a delivery and installation charge which will form part of your Order. This will be confirmed at checkout before you submit your Order. Delivery is available seven days a week.
ii) Please note that some Products other than Sofas may require self-assembly. You will be responsible for disposing of any packaging for those Products.
iii) Products may be delivered by trusted third parties and orders containing multiple Products may be split into different deliveries with different delivery dates.
b) When we will provide the Products.
i) You will be informed of the likely approximate length of time until delivery when you submit your Order. We will use reasonable endeavours to ensure your Order is delivered within the original timeframe. Once your Order is confirmed as available for delivery, we will contact you to agree suitable arrangements for the date of delivery or for you to book your delivery online. Please do not dispose of your existing furniture until your delivery date has been confirmed by us.
ii) Every effort is made to see that the original approximate delivery date is accurate, but on occasion the manufacture or delivery of your furniture may be delayed due to circumstances beyond our control, including but not limited to an Event Outside Our Control, and we cannot accept responsibility in this respect. We will, of course, make every effort to keep you informed if a delivery date will not be met.
iii) If you have requested a swatch box this will usually be dispatched to you within a couple of days.
iv) To make sure you are completely satisfied with your Order the delivery team will ask you to confirm this and then capture proof of delivery and/or ask you to sign for your Product.
c) If you are not at home when the Product is delivered. All deliveries are pre-booked, and you are responsible for ensuring that you are available to accept delivery. If you are not at the address you provided to us at the time of delivery, there must be an adult (a person who is 18 years of age or older) available who is capable of receiving delivery on your behalf and you agree that you have given them authority to represent you and that we can rely on their instructions as if they were yours. If no one is available at your address to take delivery we will contact, you to rearrange delivery.
d) When you become responsible for the Product. A Product will be your responsibility from the time we deliver it to the address you provided to us.
e) When you own goods. You own the Product at the time of delivery or collection provided we have received payment in full.
12) YOUR CONSUMER RIGHTS
a) You have certain rights if what you have bought is faulty or damaged at the time of delivery. If a Product is found to be faulty or damaged at the time of delivery (or collection if applicable) you will have the following options:
i) A right to reject the Product. In this case it should be returned to LLC and a full refund of all monies paid including delivery charges will be made to you as soon as possible, usually within 14 days of rejection being accepted and using the same method as the original payment.
ii) A right to keep the Product. If the Product can still be used despite the damage, or you wish to keep the Product, usually you will be contacted to arrange for a repair by one of our technicians or given the option of a replacement. If repair or replacement is not possible, the Product must be returned to LLC in which case you will receive a full refund including any delivery charges.
b) If fault or damage is discovered up to 14 days after delivery. If any fault or damage is discovered within 14 days of delivery, please contact us as soon as you notice the defect. We will discuss your options including repair or replacement. In the event that a repair to the Product cannot be made, we will replace the Product or give you a full refund including any delivery charges. Again, the Product must be returned to LLC before a refund can be given.
c) If fault or damage is discovered more than 14 days after delivery. In the event that any Product develops a fault after 14 days, please contact us as soon possible. After 14 days and up to 6 months from delivery you must give us an opportunity to inspect and repair the Product first (or offer you a replacement). If we are unable to resolve the issue this way, then you may be entitled to a refund. If you report a fault after 6 months from the date of delivery, then you will have to provide evidence that the Product is faulty rather than damage being due to reasonable wear and tear. If the fault has been caused by you.
d) Refunds. When calculating refunds, a deduction of up to 30% of the value of the Product may be applied to cover usage depending on the length of time the Product has been in your possession. You will be entitled to a full refund of the price paid for the Products plus standard delivery costs; however, we are entitled to reduce the amount of any refund to reflect any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products, and express delivery charges above the standard rate will not be refunded.
i) Bespoke items custom made to your specification.
ii) Self-assembly items that have been damaged during assembly
e) Cancellation of your Contract where LLC are not at fault and there is no statutory right to change your mind. If you request to cancel your Order before it is completed, you will have to contribute towards our costs which we have already incurred by preparing your Order. We will refund any money paid for Products not provided deducting a reasonable contribution towards the costs already incurred by us.
13) OUR LLC GUARANTEE
This clause sets out the guarantee that is provided in relation to upholstered Products, such as Sofas. Please note that our guarantee does not affect your statutory rights. It excludes accidental damage and wear and tear, and it covers domestic use only.
a) 10 year structural guarantee. LLC provides you with a 10-year structural guarantee from the date of delivery of your Order. You will need proof of purchase in order to use your LLC guarantee and this is your responsibility as purchaser.
b) What our warranty covers. Our 10-year structural guarantee covers your upholstered furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing). We also cover your furniture for manufacturing defects for 3months on:
- Fabrics
- Inners
- Stitching
c) What it doesn’t cover. The guarantee does not cover your furniture against accidental or deliberate damage or where fabric has been damaged as a result of exposure to chemicals or bio-fluids. Other exclusions include:
- General wear & tear
- Accidental or deliberate misuse
- Failure to maintain the furniture
- Commercial use
This guarantee is non-transferable if you choose to sell or donate your furniture to someone else.
d) Non-authorised repairs and changes. Repairs or alterations carried out by any third party will void your guarantee therefore we advise that you contact us to discuss options prior to instructing third parties to repair or alter the Products.
e) Business users and commercial users are not covered by this guarantee.
14) PRICE AND PAYMENT
a) Our price. With half a century of experience in designing, making and selling Sofas means you can always find a dream Sofa at a great price at LLC. Wherever you place your order with LLC, all Products made to customers’ specifications are on sale at the same price in every store and on-line.
b) Prices are given on our Website in pounds sterling and include VAT. We take all reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 6 above for what happens if we discover an error in the price.
c) Very competitive normal prices. Our normal price is the non-discount price that a Product has been offered at, or will be offered at, in the near future. You can be sure that the normal price is very competitive because we design and make many of our Products in our own factories in the UK, avoiding the mark-ups of middlemen.
Our design and manufacture expertise also helps us to set very competitive normal prices because we use this knowledge when we’re comparing the price of our Products with similar Products from high street retailers, furniture stores on retail parks and independent stores: we know what a Sofa should cost and what goes into making it.
d) Special prices… for a limited time only. Throughout the year, we offer some of our Products to you at a discount on their normal price. The duration of the discount offer on any Product is never longer than the time the Product will be available at the normal price. However, as a result of the ongoing impact of the coronavirus pandemic we may offer a limited number of ranges at special prices for longer than usual. This will ensure customers are given the opportunity to take advantage of these discounts.
e) Where the normal price is a future price (usually shown as an After Event price) this is the minimum price we intend to charge once the offer has ended. Please note the After Event Price may be subject to change.
f) Payment method. We accept payment with debit or credit cards. Payments can also be made electronically by bank transfer, and details will be provided on request. Depending on how you choose to pay We reserve the right to decline all or part of any payment for whatever reason and should this occur we will contact you.
15) COMPLAINTS
If you are unhappy with any aspect of your Order or the service, you have received from us we want to hear about it. In the first instance you should visit our website, click on the “Contact Us” page and select the relevant option.
a) Regarding your furniture. If you have any questions or complaints about your Products, please call your nearest service centre on 0800 1560188, You may also contact our Customer Service department by Contacus@luxlurylivingcompanyltd.co.uk or you can request a call back through the Website. Alternatively, you may also write to us at our Head Office address at unit 33 Trent Gateway Beeston business park Technology drive Nottingham NG91LA. In most cases we should be able to help and if necessary be able to use our dedicated service upholstery team to resolve any issue you might have. If you remain unhappy then you may wish to refer your complaint to the Furniture Ombudsman who is an independent organisation that provides Alternative Dispute Resolution services. Our Customer Services Department will write to you with their contact details, or you can email them direct at info@thefurnitureombudsman.org.
16) USE OF DATA AND PRIVACY
a) We need to collect certain information from you in order to service your requirements and process your Order effectively however any information that you provide to us will remain confidential and will only be used in accordance with Data Protection legislation. For information regarding how we will use your personal information please see our Privacy Policy.
17) OTHER IMPORTANT TERMS
a) Liability.
i) LLC shall only be responsible for losses that are a natural, foreseeable consequence of our breach of these Terms.
ii) Nothing in these Terms excludes or limits the liability of LLC for liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any matter that cannot be limited or excluded by law.
iii) Except as expressly provided in these Terms we exclude all representations, warranties, conditions and terms (whether express or implied by statute, common law or otherwise) to the fullest extent permitted by law.
b) Enforceability. Each section of these Terms operates separately. If any section (or part of a section) is found by any court or relevant authority to be unlawful or invalid, the other sections (or parts of the relevant section) shall not be affected and shall remain in full force and effect. If any section of these Terms is found to be unlawful or unenforceable but would be lawful and enforceable if some parts of the section were deleted, the section in question shall apply with such deletion as may be necessary to make it lawful and enforceable.
c) Non-domestic furniture.
i) All our Products are suitable for general domestic use only. They have been manufactured to conform to specific ignition resistance levels as required for furniture for domestic use and if you intend to use furniture in a commercial property it is your responsibility to ensure that the Products purchased meet the standards required for the environment in which they will be used.
ii) Therefore, if you are planning on using any Products ordered for a business purpose, please make sure that you are covered by the appropriate insurance. Where you decide to use the Products in the course of business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of or in connection with the Products shall be limited to the replacement value of the Product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud).
iii) For commercial use, we do not accept any responsibility or liability for safety standards or compliance unless you have requested, in writing, furniture for use in that environment and we have supplied relevant safety certification.
d) Language. English is the only language offered for the conclusion of the Contract.