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.

Please note: If you wish to return an item after 30 days from the date of receipt the costs of collection and re delivery will be the responsibility of the customer.EM will charge £100 to arrange collection of any returns if required.

We reserve the right to deduct any amounts if the furniture returned is not in as new condition.

To ensure safe use when operating a recliner chair we advise that you allow for a clearance of 16.5”-18″ between the back of the chair and a wall.We recommend you look after your furniture.

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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Distance Selling Regulations

The following applies only to orders placed online or over the telephone.

Orders considered to fall under the Information, Cancellation and Additional Charges (ICAC regulations), i.e. distance sales contracts, are subject to a 14 day return or exchange right. Where the 14th day falls on a Saturday, Sunday or Bank Holiday the final day shall be deemed to be the following working day. To exercise your right to cancel, please call 01274 050825.

Without having the benefit of visiting us and viewing your chair prior to purchase, this period is to give the customer the opportunity to inspect the goods and correct any wrong choices that may have been made. As such, it is not a period where they can make normal use of that furniture and impact its condition.

Until returned, the furniture is under the customer’s ownership and it will be their responsibility to maintain and protect it, keeping it in “as new” condition.

All labels including fire label must remain intact. Failure to return goods in perfect condition may result in additional charges. You have the legal right to cancel your order within 14 days of receiving your goods.All items returned must be in a perfect condition and there will be a collection fee of £100 to return any goods to us. Normal usage is usage of the furniture in line with what would be expected when viewing a chair.We reserve the right to deduct any amounts if the furniture returned is not in as new condition.

We recommend you look after your furniture.

To ensure safe use when operating a recliner chair we advise that you allow for a clearance of 16.5”-18″ between the back of the chair and a wall.

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Sale & Clearance T&Cs

• Orders of Sale & Clearance items and must be fully paid for at the point of order/purchase
• Clearance and Express Delivery products are all whilst stocks last
• Any imperfections should be pointed out to the customer at the point of sale, and any damage or imperfections evident is not a basis of return
• Clearance & Sale items are exempt from 48 hour cooling off period
• Clearance stock may be refurbished or Ex Display
• A fee of 100% of order value will apply in the event of cancellation or return
• Clearance items carry a 6 months guarantee on the motor and action only on motorised items
• Items that are returned due to a manufacturers fault or damage, will only be replaced with another Sale & Clearance stock item or a refund will be offered if no other suitable items are available
• Statutory rights are not affected

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