Terms and Conditions

Placing Your Order

When placing your order online, Our Customer Care Team will call you to confirm your order in detail, giving you all the information required, including operation and maintenance as well as answering any questions.

Details of all items, including fabrics, colours, size and fit will be thoroughly checked, verified and you will be asked to confirm the order. In giving this confirmation you agree that the order and its contents are correct, and you are happy with your product.

Although we understand the difficulties in checking access routes (door sizes, corridors, etc.) for installation of furniture, it is always your final responsibility to ensure that your furniture will fit into your home. We cannot be held responsible for furniture which has to be returned because it doesn't fit. Our standard cancellation fees would apply in this situation.

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48 Hour Cooling Off Period

As a gesture of goodwill, EM offers all customers a 48 Hour Cooling Off period from the date your order is placed during which time an order may be cancelled or amended without a cancellation fee, and any monies paid will be fully refunded.

Cancellation or amendment after 48 hours will incur a charge, detailed below in the

"Cancellation" section, to cover costs incurred by EM for Admin, Processing, & transportation.

On our Express Delivery products there is a cancellation fee of £100 or 10% whichever is greater for any Express Delivery product that is ready to be dispatched, but not yet in a customer's home.

After a period, we reserve the right to amend the cancellation charge depending on circumstances.

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Cancellations and Returns

Any cancellation or amendment more than 48 hours after an order is placed will incur a cancellation charge of 20% of order value (or £100 if greater).

Returns of orders after delivery will only be accepted on the grounds of product fault or damage arising pre-delivery.

In the event you need to cancel a purchase pre-delivery due to the death of a customer, we will only charge a 10% cancellation fee of the order value that is held on account and can be used on a future purchase within 12 months. Alternatively, a loss of 20% of the deposit will be charged.

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Refunds and Replacement

Should you receive goods that are faulty or damaged you are entitled to full refund or replacement up to 30 days from date of receipt. Please note that EM reserves the right to examine the goods to confirm damage and establish fault prior to agreement to refund or replacement. On the day of delivery, you will be asked to sign to confirm receipt of goods in full.

We reserve the right to deduct the usage fee (50%) for items over 6 months old.

If you wish to make a claim outside the guarantee period set out below, you can contact us to discuss options for repair or replacement of your goods or call 01274 050825.

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Payment

Payment in full is required at the point of sale for all items purchased online.

Payment methods include Debit or Credit Card (Visa, MasterCard, American Express or Switch/Maestro). Payments can also be made electronically by bank transfer; details will be provided on request.

On the day of delivery, it is your responsibility to ensure that the delivery team can gain easy access to the room that the furniture is going into and that the area you want the furniture placed in is cleared.

We are unable to give you a specific time slot for your delivery. We will however advise you as to whether it is morning or afternoon delivery.

On a 2-man delivery service, the delivery team will unpack your furniture, install it in the room of your choice and, if you wish, will remove all packing materials from your home and recycle wherever possible.

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Your Guarantee

EM is committed to ensuring that everything we sell is of the highest quality. However, for your peace of mind, we offer 12 Month Frame Guarantee on all our furniture.

Any claims for sizing issues must be reported within 1 week from delivery.

EM will honour all repairs free of charge within the guarantee period. In the event that a repair is not possible we will offer a like-for-like exchange, or partial refund.

Your guarantee starts from the date of delivery and offers cover against manufacturing defects on the construction of the frame and frame springs.

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