Please read these Terms & Conditions carefully before placing an order. These Terms & Conditions apply to all use of our website including any items bought from Holly Oak House, either in-store, online or on the telephone. By placing an order with Holly Oak House, you are agreeing that you understand and accept to be bound in accordance with these Terms & Conditions.
Holly Oak House withholds the right to amend, modify, alter or update these Terms & Conditions without prior notice.
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CONDITIONS
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In these terms and conditions:
1.1 ‘Supplier’, ‘us’, ‘we’ and ‘our’ refers to Holly Oak House trading under Bark Interiors Ltd.
1.2 ‘Consumer’, ‘the buyer’, ‘you’ and ‘yourself’ refers to anyone who is using this website, including any buying that is completed either in-store, online or on the telephone.
1.3 ‘Items’, ‘products’ and ‘goods’ means the products (including any instalment of the products or any parts for them) which the Supplier is to supply in accordance with these Terms and Conditions.
1.4 ‘Online’ or ‘Website’ refers to the use of http://www.holly-oak-house.co.uk/.
ORDERING GOODS
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2.1 When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. If any prices are priced in error, Holly Oak House (The brand name), will not be bound to honour the incorrect price.
2.2 All goods cease to be the property of Holly Oak House (The brand name), when payment is received in full.
2.3 Holly Oak House (The brand name), reserves the right to refuse an order for any reason.
PAYMENT
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3.1 Shopping with Holly Oak House is 100% safe and secure.
3.2 We use an online payment gateway called WIX payments, which is the market leader for online credit card security using SSL secure shopping. We accept payments from debit cards and most major credit cards only at this present time.
3.3 We charge a standard rate of 20% VAT on all orders, but this is inclusive within all our pricing on the website.
CANCELLATION OF ORDER
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4.1 Bathroom, Kitchen, Bedroom furniture, all associated products, oak worktops, marble worktops, quartz worktops and other made to measure items can be cancelled within 14 days of the date of the order.
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After 14 days of the order being made cancellations are excepted. We with hold the right to refund the 'buyer' 60% of the cost of the item purchased. 40% of the item cost is non refundable and this is to cover labour time and materials. We do not have any standard units due to the wide variety of options we offer. We simply put suggested ranges and sizes online to give customers a guide. For this reason, please ensure you take care when ordering goods from our website. If you are unsure of which items are made to measure, please contact us via email at hello@holly-oak-house.co.uk.
4.2 No items can be cancelled once the order has been shipped. Please see our returns policy for returnable items.
4.3 To cancel an item on your order or to cancel the full order, if the timeframe has not passed, please email us at hello@holly-oak-house.co.uk
4.4 Refunds will be processed as soon as possible but please allow up to 30 days for it to appear in your account.
SHIPMENT OF DELIVERY OF GOODS
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5.1 Standard lead times for orders are as follows;
- 12 - 14 weeks
5.2 Any items not listed on this website and are ordered through our email with regards to bespoke selections and bespoke requests are subject to a design charge at £50.00 + VAT at the standard rate. Bespoke orders can be made through contacting us at hello@holly-oak-house.co.uk
* All items ordered with furniture will come as one delivery once the furniture is complete.
* Lead times are based on average stock availability and may be delayed.
* When items are out of stock, we will contact you to inform you of a rough delivery date.
* Holly Oak House are not responsible for our suppliers/manufacturers stock or availability.
5.3 Orders will be delivered on pallets or via a selected courier dependant upon the size of the order placed. Pallets will be delivered as close to the main entrance of your residence as possible. Delivery companies are not insured to remove items from the pallet or deliver goods beyond the main entrance of the residence. The ownership of any packaging and pallets used in the delivery belongs to the buyer of the goods, and neither Holly Oak House. or the delivery company will be responsible for the removal or disposal of this.
5.4 Small items may be delivered via a courier. Occasionally if some items are to delay part of your order we may select to send this separately or via our manufacturers. If this occurs we will contact you separately via email to confirm this.
5.5 All deliveries require a signature**. This signature will indicate that all items are received in good condition unless noted as “Damaged in Transit” in which case, the items damaged will need to be detailed. You are entitled to 15 minutes to unwrap all goods entirely and inspect them for damage, please see Section ‘6. Damages’ for full details.
** Due to Covid 19 regulations there will not be a signature required on delivery. In it’s place, the protocol is for the person who bought the goods to receive the goods or have someone on site to receive the goods on their behalf and a photo of the goods once delivered replaces the signed for delivery note. This will be in place until further notice.
5.6 Delivery dates will be arranged once the order is complete. Delivery will be scheduled on a Monday to Friday with AM - PM delivery windows. Delivery dates are approximate and no liability will be accepted by Holly Oak House. in regards to a late delivery. We recommend you do not arrange for the fitting of these items until after they have been delivered.
5.7 By scheduling delivery you are agreeing to be present at the time of delivery. If you cannot fulfil this scheduled agreement then please inform us 24 hours before delivery by email at hello@holly-oak-house.co.uk.
5.8 If we attempt the scheduled delivery and no one is present to accept and inspect the goods, your order will be returned to us. The re-delivery of these items will be charged as actual cost of return and delivery, which in most cases will be higher than the original delivery charge.
5.9 If a delivery is refused for reasons detailed in 4.1, 4.2 or 5.3, then re-delivery of these items will be charged as actual cost of return and delivery, which in most cases will be higher than the original delivery charge.
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5.10 The goods are your responsibility the moment the goods have been delivered. We cannot be held liable for any damage or theft of goods once delivered.
DAMAGES
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6.1 Upon delivery you will have up to 15 minutes to inspect your goods for damage. All items must be unwrapped in full and thoroughly checked. If you have a large order then it is recommended that you have more than one capable person present in order to inspect these items.
6.2 If your order is delivered on a pallet and you find damage to any items, you must refuse the delivery - in such case you will need to sign the delivery note as “Damaged in Transit” – and contact us within 24 hours by email at hello@holly-oak-house.co.uk. We will then send a replacement as soon as possible.
6.3 If your order is delivered on our own transport and you find damage to any items, please refuse the damaged item. Please sign the delivery note detailing any damages and we will arrange a replacement as soon as possible.
6.4 If your order is delivered through our selected smaller couriers, the driver will not wait for you to inspect these items. In this case, you are accepting to unwrap inspect the items and contact us within 24 hours of delivery if any damage has been found. If the packaging is damaged and noticeable on delivery, then please refuse the item.
6.5 No claims can be made once your goods have been signed for.
SHORTAGES & INCORRECT ITEMS
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7.1 Occasionally if an item is out of stock, we may send your order to prevent further delay of your goods. In this case, the out of stock item will be detailed as “To Follow” on your invoice or delivery note. This item will be sent as soon as possible.
7.2 If your order arrives and there is a shortage that is not detailed as “To Follow” on the invoice or delivery note, then you must email us within 24 hours of delivery at hello@holly-oak-house.co.uk, in order for us to send this item. No claims for shortages can be made after 24 hours of delivery.
7.3 The commencement of fitting of any goods is an acceptance that it is the correct item and in good condition. No acceptance can be taken into if you later discover that it is incorrect or damaged.
RETURNS POLICY
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9.1 Any items found to have a manufacturers fault will need to be returned to us for inspection. If the fault is found to be through manufacturing, then we will replace the item and refund costs of returning the item at a reasonable rate.
9.2 All goods supplied by Holly Oak House come with a 12-month Manufacturer’s Guarantee.
9.3 If your item develops a fault during this 12 month period, please inform us by email or post. Most manufacturers have a service engineer that can visit the fitted goods for inspection and any appropriate action. Please do not remove any goods that have a suspected manufacturing fault as this may void your guarantee. You may find the process quicker by contacting the manufacturer direct, although this is optional.
GUARANTEE
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10.2 All doors, drawer fronts, handles, worktops and all other items are supplied with supplied by Holly Oak House, come with a 12-month Manufacturer’s Guarantee.
10.3 All guarantees are assuming the goods have been installed correctly, and does not apply to any faults or defects arising from general wear and tear, water damage, accident, negligence, wilful damage, use other than as recommended by supplier, any alteration or repairs made to goods without the suppliers approval, by yourself or a third party.
10.4 If you wish to pursue a claim under the guarantee within this 12 month period, please contact us by email.
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10.5 All the images on this website are created by computer and they are designed to be as realistic as possible although we cannot always get the images exactly like the product ie. colours, textures, grain direction etc. We do allow a tolerance for these things.