5% OFF Use Code WELCOME on Selected Items

★★★★★ Reviews | Price Beater Promise

About Us | Terms & Conditions | Privacy Policy
Free Delivery to most mainland postcodes
My Cart
  • My Wish List
  • Sign In
  • Compare
Search
Advanced Search
  • Home
  • Terms & Conditions

Terms & Conditions

Table of Contents

1. Our Information

This site is owned and operated by Newby House Interiors (referred to as newbyhouseinteriors.co.uk, 'we', 'us' or 'our').

Head Office:
Newby House Interiors
Newby House
Newby
Middlesbrough
Cleveland
TS8 0AE

Email: [email protected]
VAT No: 257625440

By using this website, you accept these Terms and Conditions. If you do not agree, please do not use this website.

2. Order Acceptance

Receipt of an order via our website does not constitute legal acceptance. Orders are only accepted once you have received written confirmation from us. We reserve the right to refuse any order at our discretion.

3. Price & Description of Products

All product information, sizes, and descriptions are provided in good faith based on supplier data. We reserve the right to correct any pricing or description errors. If an error is discovered after you have placed an order, we will contact you to confirm whether you wish to proceed.

4. Payments

Payment is taken in full at the time of order unless otherwise agreed. We accept most major credit and debit cards, processed securely via Braintree, and PayPal from verified users with confirmed addresses.

All prices are in UK Pounds Sterling (£GBP) and include VAT.

5. Deliveries

Delivery information including stock status, estimated delivery times, delivery methods, and charges can be found on our Delivery Information page.

Delivery terms include:

  • Delivery is to the ground floor only unless otherwise agreed.
  • Customers are responsible for ensuring adequate access for delivery.
  • If you miss a confirmed delivery, redelivery charges may apply.
  • Delivery dates are estimates and may be subject to change due to circumstances beyond our control.

5.1 Property Protection & Damage Claims

  • Before delivery, please cover and protect floors and vulnerable surfaces along the route (e.g., floor runners, dust sheets, blankets) and remove rugs/obstacles. Move fragile items and ensure pets/children are safe.
  • Our drivers (or delivery partners) will take reasonable care. They cannot remove doors/windows or move unrelated furniture.
  • Heavy/oversized items may require a two-person service or assistance at delivery. Where safe access or protection is not in place, delivery may be limited to the doorstep or rebooked.
  • Report any property damage within 48 hours and include photos/video.
  • If damage is verified as caused during delivery, we will arrange a repair or make a reasonable contribution to the repair cost.
  • Pre-existing damage, fair wear and tear, or damage resulting from restricted/unsafe access or lack of protective coverings are excluded.
  • “Not noted on paperwork” will not automatically invalidate a claim if timely evidence is provided.
  • We are not liable for consequential losses. This does not affect your statutory rights.

6. Faulty Goods & Damages

There are two types of issues: transit damage (on delivery) and product faults (not caused by delivery). Please follow the guidance below so we can resolve things quickly and fairly.

6.1 Transit Damage (on delivery)

  • If your item arrives damaged or missing parts, please report this within 48 hours so we can arrange parts, replacements or a refund.
  • Photos or video evidence must be provided.
  • We will arrange a replacement or refund at no cost to you.

6.2 Product Faults (not caused by delivery)

  • Within 30 days: You may reject the item for a full refund or request a repair/replacement.
  • 30 days to 6 months: We will attempt a repair or replacement before issuing a refund.
  • After 6 months: You may still receive a remedy if the fault can be shown to have existed at delivery.

6.3 Packaging Requirements

  • For transit damage, keep original packaging.
  • For faults after use, original packaging is not required but items must be securely repackaged.

6.4 Replacements & Refunds

  • Faulty or damaged items will be collected free of charge.
  • Where practical, we may replace only defective parts.

6.5 Refund Timing

  • Refunds are processed within 14 days of receiving and inspecting returned goods.

This policy does not affect your statutory rights.

7. Returns & Cancellations

We want you to be happy with your purchase. Please read the following carefully so you understand your rights and our returns process:

7.1 Change of Mind Returns

  • You may cancel your order within 14 days of delivery.
  • You must notify us in writing within this period.
  • You then have another 14 days to return the goods in unused, resalable condition with original packaging.
  • All items must be fully repacked in the original packaging, including all internal protective materials, and sealed using clear packing tape only.
  • Before a collection is booked, customers must provide photos showing the item fully repacked to confirm it meets carrier/manufacturer requirements.
  • Carriers may refuse collection and manufacturers may refuse credit where packaging standards are not met.
  • Return shipping costs are your responsibility unless the item is faulty.
  • Refunds are issued within 14 days of receiving/inspecting the goods.

7.2 Non-Returnable Items

  • Assembled or partially assembled furniture.
  • Made-to-order/custom items including:
    • Old Charm Furniture
    • Welcome Furniture
    • Bradley Furniture
    • Ashmore Reproduction Furniture
    • Desser Cane Upholstery (fabric items)
  • Mattresses once opened or slept on.

7.3 Condition of Returned Items

  • Items must be returned in original, undamaged packaging.
  • Goods must be insured in transit.
  • Customers should keep proof of postage and photos.
  • Refunds may be refused if items are used, damaged or unsaleable.

7.4 Collection Services

  • Small items: £50
  • Medium items: £50–£149
  • Large/XL items: £149+

7.5 Cancellations After Dispatch

  • Orders cancelled before dispatch: full refund.
  • After dispatch: cancellation charges apply to cover delivery, return and handling costs.

This policy does not affect your statutory rights.

7b. Refunds

Our refund policy is clear, fair, and compliant with UK consumer law. Refund eligibility depends on the reason for return and the condition of the goods.

7b.1 Faulty or Damaged Goods

  • Faulty or transit-damaged goods qualify for a free replacement or refund.
  • Transit damage must be reported within 48 hours with photos/video.
  • Fault timelines:
    • 0–30 days: Full refund or replacement.
    • 30 days–6 months: Repair or replacement first; refund if unsuccessful.
    • 6+ months: Remedy available if fault existed at delivery.

7b.2 Change of Mind Refunds

  • Refunds are processed only after goods are received and inspected.
  • Items must be unused and in original packaging.
  • Return costs are the customer’s responsibility unless faulty.
  • If using our collection service, fees (section 7.4) will be deducted from the refund.

7b.3 Refund Timing

  • Refunds issued within 14 days of receiving the returned item.
  • Orders cancelled before dispatch: immediate full refund.
  • Orders cancelled after dispatch: delivery/return charges apply.

This refund policy does not affect your statutory rights.

8. Storage

Storage facilities are not available. Customers must take delivery within 14 days of notification. Storage charges may apply after this period.

9. Colours and Finishes

Product images are for guidance only. Colours, grains, and finishes may vary due to natural materials and display settings.

10. Guarantee

All goods are guaranteed by the manufacturer for up to 12 months unless otherwise stated. Warranty is in addition to your statutory rights.

11. Use of Material

All text, images, and content remain the property of Newby House Interiors or third parties. You may not reproduce or distribute material without permission.

12. Disclaimer of Liability

We accept no liability for loss, damage, or injury arising from use of this website or products supplied, except as required by law.

13. Reservation of Title

All goods remain the property of Newby House Interiors until paid for in full.

14. Variations

We may update these Terms & Conditions from time to time. Continued use of the website constitutes acceptance of the latest version.

To Top