Utopia Soft Furnishings

Purchase of products

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

• You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
• We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Utopia Soft Furnishings.
• As your product is shipped from our premises we will send you a despatch confirmation email.
• Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in ‘Change or cancel an order’.

Non-acceptance of an order may be a result of one of the following:

• The product you ordered being unavailable from our stock or that of our nominated supplier/manufacturer.
• Our inability to obtain authorisation for your payment.
• The identification of a pricing or product description error.
• You not meeting the eligibility to order criteria set out in the main Terms & Conditions.

The contract will be concluded in English.

The details of your specific contract will not be filed by Utopia Soft Furnishings. If you do require any information regarding orders you have placed with Utopia Soft Furnishings please contact us via email, telephone or by writing to Utopia Soft Furnishings, 3 High Street, Epworth DN9 1EP.

Contract cancellation

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right no longer than seven working days after the day on which you receive the Products.

If you wish to exercise your right to cancel this contract after your order has already been despatched please follow the procedure set out in our Returns Procedure.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty:

• Goods made to your specification (e.g. Made-to-Measure curtains or blinds)
• Mattresses, mattress toppers, duvets, pillows (for hygene reasons)

Please see our Refund Policy for further details.

Description of products

Each Product purchased is sold subject to its Product Description.

We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.

Returns procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.

If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item.

Returns can be made through either of these options:

1. 1. Returns via Royal Mail or other courier
   We recommend you contact us first to advise us of your desire to return. We will reply with instructions for returning by post/courier.

   Please return the unwanted item(s) to us via your own choice of courier. Please include: order number, stock number, the reason for the return and whether you want a refund or a replacement.

   For larger items we can arrange for a courier to come and collect the product you wish to return.

2. 2. Returns via our store
   Simply take the despatch note and the product you wish to return or exchange to shop and tell the sales assistant you bought it online.

Please note: We will refund the price of the item to the purchaser or exchange the product only once it is received by us. A refund of the customer's return postage costs will be given only in the instance of incorrect, damaged or faulty goods.

Refund policy

Products we are unable to refund or exchange

We are unable to offer a refund or exchange on personalised, made-to measure/order or perishable unless they are faulty.

For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty: Mattresses, mattress toppers, duvets or pillows

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Unwanted purchases of furniture

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we reserve the right to make a charge of £50 to cover the collection cost.

Cancellation of made-to-order products

Distance selling legislation does not apply to bespoke and made-to-measure items. In respect of these products, after they have been despatched, our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.

None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.