TERMS & CONDITIONS

Our Website
By using our website you are regarded as accepting the following Terms & Conditions. Please read and abide by them. This website is for information use only and must not be copied without prior written permission from ROOM on the Row. We take every care possible, however, we cannot accept any responsibility nor be liable for any inaccuracies or omissions within the content of this website.

Prices shown on our website are liable to variation according to reasonable current market costs and do not guarantee availability and do not constitute a legally binding offer. Once you have completed your transaction on the order confirmation page, the order will be considered legally binding as long as the product is available. ROOM on the Row reserves the right to refuse an order.

Our Pricing
All items are priced in Pounds Sterling and are inclusive of VAT at the current UK rate. Prices exclude packaging, postage & carriage – these delivery costs are shown separately and will be added where required to your total invoice. Delivery will be by our standard delivery UK mainland rate only. Any charges for delivery to non-standard or international addresses, or for special delivery services, will be quoted separately as required.

Payments
We accept card payments with Visa, MasterCard, & Debit Cards, which are processed through Stripe merchant services online and Paymentsense in store.

In-store we also accept cash and ROOM on the Row Gift Vouchers.

Unfortunately, we do not accept American Express

Variations in Colour and/or Finish
ROOM on the Row we always make best endeavours to provide images that are representative of the product as much as possible. However, there are occasions when light conditions can affect the perceived colours of images in photographs and that colour can be displayed differently from one electronic device to another, therefore colours of products may vary from the actual product.

Every reasonable effort is taken to ensure both colour/texture and finish are consistent in terms of materials used, particularly with natural products such as woods with different grains, fabrics including leathers, hand or mouth-blown glassware, & generally colours/dyes & stained finishes that will vary among batches.

Some items come as intended with a rustic appearance and feel, adding to its individuality. These are made, sometimes using traditional handcrafted skills, and may contain natural imperfections such as:- with woods: small surface cracks, knots, splits, and holes, which will not affect the structural integrity of the product. These will usually be sanded, filled and stained for optimum visual effect; this should be treated as a sign of the character of real wood and treasured as such. Hand or mouth-blown glassware: slight differences in colour, formation and may contain air bubbles. Porcelain: may contain micro spots from the kiln process. 

Retention of Title of the goods
The goods delivered remain property of ROOM on the Row until full payment has been received. This website contents and its images are the property of ROOM on the Row or its suppliers and protected by UK and international law.

Cancellation Rights
You may withdraw from the sale within 2 days (48 hours’ notice) as long as you send your cancellation in writing via e-mail, where we may be able to stop the order/delivery being made. If you are a professional buyer or freelancer the current statutory provisions for the return of goods still apply and your cancellation request will be considered to have been submitted within the written notification period stated above or the goods are sent back within the timeframe mentioned in our Returns Policy below. This does not affect your consumer’s statuary rights.

For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.

DELIVERIES

Lead Time & Shortages
Lead times are provided as an estimated guide only, based on our own experience with previous supplies to our store. We will endeavour to deliver the goods to you within this time, within the UK. However, we will not be responsible for unexpected shortages, manufacturing or transport delays from the manufacturing suppliers, their sub-suppliers, and their haulage or courier companies, which happens from time to time.

Lost or Damaged Goods
All deliveries must be checked and accounted for upon delivery and item quantities checked against the delivery note. Any losses/shortages, faults or damage must be indicated (preferably noted on the delivery note) and reported immediately to ROOM on the Row.

Any claim in respect of the above should be made by telephone and/or email within 48 hours of the delivery to: T.+44(0)1342 825069 and hello@roomontherow.com

Goods delivered damaged or faulty will be replaced or refunded. Where goods are irreplaceable we will provide a credit note or refund, or offer a suitable alternative item to the customer. We will not be responsible for damage not reported within the stated period. This does not affect your consumers statutory rights.

Delivery Costs
At ROOM on the Row, we keep the delivery costs as competitive as we can, without knowingly compromising the efficiency and quality of service that we expect by the Postal Service and/or Couriers that we use. Any evidence of mistreatment to parcels being delivered on behalf of ROOM on the Row should be reported immediately to us so that we can report to the postal/courier company.

Our delivery charges are as follows:

  • Click & Collect from store – free of charge
  • Small Packages (which can be packaged into a box measuring up to 30cm wide x 45cm long x 30cm high) – Charge will be added at £4.95. Free delivery for orders over £60.00
  • Large Packages (measuring over the size of Small Packages, above) – Charge will be added at £9.95. Free delivery for orders over £200.00

CUSTOMER SATISFACTION & RETURNS

We hope you are delighted with your purchase, however you can return any item if you are not satisfied within 30 days of receipt, provided the products are returned complete, in perfect condition, unused, within their original packaging.

if an item was assembled, you will need to take it apart yourself. The item will need to be re-wrapped in the original packaging where possible,

Refunds are put back onto the original payment method used when you made your purchase.

We are not able to refund any postage charges unless your item is faulty or damaged upon receipt– please see below for details.

We cannot offer exchanges for orders placed online. Please either return your item/s by post or bring back to our store, from then we can arrange a refund. The address for the shop is below.

Please provide a copy of your receipt as proof of purchase when returning an item, along your confirmation email. If you are unable to provide proof of purchase, a gift voucher can be offered up to the equivalent value of the price of the returned item(s).

RETURNS POLICY

Returns to our store – by Courier, by Post, or in person

For courier or postal returns, please ensure you include a letter with the items you are returning, which is required in case we need to contact you about the return. Please include  the following information:

  • Your full name
  • Order number
  • Address with postcode
  • Email address
  • Daytime contact telephone number
  • What you are returning and why

Please make sure to include your order number with your details – we cannot process your refund without it.

Make sure your items are securely wrapped and use one of the methods outlined below to send your return to the following address:

ROOM on the Row
Hillside, Lewes Road
Forest Row
East Sussex
RH18 5ES

You will be notified via e-mail as soon as your return has been processed. This can sometimes be a few days after we receive your parcel – if you want to check that your return item has been delivered, please use the tracking provided for your chosen return service/courier.

Please note, the fee for these services is payable by you and is variable based on the weight and dimensions of your parcel and the service you select.

Please do ensure you keep a copy of your proof of postage, as we cannot be held responsible for your parcel in transit to us, only once it has been received back in to our store that we can accept responsibility.

Items lost in transit will not be treated as returned.

Return In Person to our Store –
You can of course, return your item to our store in person (within the 30 days period from purchase and with proof of purchase), where we will be only too glad to assist with any issues and/or offer a replacement or a suitable alternative, or a full refund where required.

Items Excluded from a refund –
Under our returns policy, we cannot accept the return of items that have been used or damaged since we delivered them. The following items cannot be returned unless faulty or damaged:

  • Ex-display items purchased from store
  • Items purchased from our Clearance offers
  • Made-to-order (bespoke) items created to specifications
  • For hygiene reasons, earrings cannot be returned once the packaging has been removed

Returning a Gift –
An item that was received by you as a gift can be returned for an exchange for something else or a gift voucher to the same value. Where a refund is desired an email will be sent to the person who made the original purchase as refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser’s legal rights.

Faulty Items –
Unfortunately, on rare occasions, our customers may receive a faulty item. Please let us know about the fault immediately so we can ensure other items are not affected, possibly from the same batch. If you have identified the fault within 60 days of purchase, please contact us on +44(0)1342 825069 (Monday to Tuesday 10am to 5pm, Wednesday 10am to 1pm, Thursday to Saturday 10am to 5pm), or via email on hello@roomontherow.com to arrange a return (via our normal procedure), exchange, or refund. We will refund for the faulty item plus any postage on a faulty item provided a receipt is provided. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.

If a fault develops outside of the 60-day return period, or the item is difficult to package and return, contact us using the above details before you return the item, so we can discuss the fault with you and agree the best way forward.

If the faulty item was a gift from someone, please arrange for the original purchaser to contact us using the above details, and we will order a replacement.

Please call our team on +44(0)1342 825069 during opening times should you wish to discuss any issue’s directly or have any queries about returning any item. Opening hours for the shop are:

  • Monday 10am to 5pm
  • Tuesday 10am to 5pm
  • Wednesday 10am to 1pm
  • Thursday 10am to 5pm
  • Friday 10am to 5pm
  • Sundays & Bank Holidays – closed

This does not affect your consumer statutory or legal rights.

Subscribe To Our Newsletter

Join our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!