Terms & Conditions - Tailor-made+

This page outlines the terms and conditions governing the supply of any products listed on our website to you. While our terms and conditions are fairly standard, we strongly recommend that all our customers carefully review them before making any purchases from us.

These terms and conditions provide important information about our identity, the manner in which we will deliver products (“Goods”) to you, the procedures for ending the contract between us for the sale of products to you (“Agreement”), and other important details.

It is important to acknowledge that placing an order for any product through our website signifies your agreement to abide by these terms and conditions. We suggest printing a copy of these terms for your records.

Should you require any clarifications or have additional questions, please do not hesitate to contact us. We are here to assist.

Further details about your rights and our processes are set out in our Warranty, Returns Policy and Swatch Samples pages. In the event of any conflict between those pages and any older versions of these Terms, the most recent versions of those pages shall take precedence in relation to warranty, returns and sample ordering.

Definitions

The following terms and conditions apply to all transactions, and placing an order will be considered an acceptance of these terms and conditions. Tailormade + Ltd may be referred to as “we,” “us,” “our,” “The Company,” “Seller,” or “Tailor-made+” within this document and on this website. These terms and conditions may also use the terms “Customer” or “Buyer,” which refer to “you”.

“Agreement” refers to the arrangement in which you agree to purchase, and we agree to sell, the Goods.
“Buyer” and “Customer” denote the individual who accepts a quotation from the Seller for Goods or agrees to purchase Goods from the Seller.
“Business Sales” encompass transactions with trades, professions, or professional bodies.
“Consumer Sales” cover sales to individuals buying for purposes other than their normal business.
“Delivery Address” signifies the address where we commit to delivering the Goods.
“Delivery Date” represents the agreed-upon date for delivering the Goods to the Delivery Address.
“Goods” pertain to the tables and other products the Buyer commits to purchasing from the Seller.
“Stock Items” refer to products designated as standard and available on our website as in-stock items.
“Order” and “Contract” imply the Order or Contract for purchasing and selling Goods between the Buyer and the Seller.
“Price” stands for the cost of the Goods, excluding applicable charges for carriage, packaging, insurance, and Value Added Tax.
“Total Price” encompasses the Goods’ price and any inclusive delivery costs, including VAT.
“In writing” denotes communication through postal letters, emails, facsimiles, and similar means of communication.
The headings within these Conditions are for convenience only and do not impact their interpretation.

1. About Us

1.1 store.tailormade.uk is a website owned and managed by Tailormade + Ltd. We are a registered company in England and Wales with the company number 07056037.

Registered Office: 65 Bridge Street, Chatteris PE16 6RD, Cambridgeshire.

VAT Number: GB 367217289

2. Use of Our Website

2.1 Our website is intended for use by UK residents and solely serves the purpose of promoting our products within the UK.

2.2 Your utilisation of our site is regulated by the terms and conditions presented herein. The Company may revise and update these terms and conditions at any time without prior notification.

2.3 By initiating an order through our website, you affirm the following:

You are at least 18 years old.
You are a resident of the UK.
You possess the legal capacity to enter into a binding contract.

2.4 Copyright

All designs and imagery featured on the website, promotional leaflets, advertisements, and publications are protected by copyright held by The Company. Reproduction of any such materials is permissible only with the explicit written consent of The Company.

You are prohibited from establishing a hyperlink to this website from another website or document without prior written authorisation from The Company.

The website comprises materials owned by or licensed to The Company. This encompasses design, layout, appearance, graphics, and more. Reproduction is strictly prohibited, except as permitted by the copyright notice, which is an integral part of these terms and conditions.

3. Swatch Sample Ordering – Description and Samples

3.1 We strongly recommend ordering swatch samples before placing a full order, so that you can see and feel the materials in person. You may order samples of our porcelain stoneware surfaces, wood base finishes and, where available, metal edge veneers.

3.2 Descriptions, images, and samples of Goods are intended to offer an approximate representation only. Online images and descriptions serve to illustrate the potential use of the Seller’s products; however, printed materials and computer displays may not accurately portray colours, textures, or finishes. We therefore recommend ordering samples prior to placing your final order.

3.3 Swatches can vary in shade, pattern and size, and a sample may not be 100% indicative of the final product, particularly for natural materials such as wood or where porcelain batches differ. Please ensure that you are entirely satisfied with your chosen combination before placing your order, as claims relating solely to normal batch variation will not be accepted once Goods have been manufactured.

3.4 Samples are provided in good faith. Porcelain stoneware samples may be charged at the sample price advertised on our website, and wood swatch samples may be charged at the applicable sample price. The cost of samples will be credited in full against the price of your final furniture order placed with us using the same customer details, so that the samples are effectively reimbursed when you purchase your table. Sample charges are otherwise non-refundable.

3.5 Customers are welcome to order multiple different samples across our porcelain surfaces, wood base finishes and, where applicable, metal edge veneers, in such quantities as we make available from time to time.

3.6 For the delivery of samples and small orders, we employ appointed carriers who may furnish delivery information directly to you, for example via SMS text messaging. When placing your order, we encourage you to provide a mobile telephone number whenever possible. This enhances the quality of service our delivery partners can extend to you.

4. Pricing

4.1 The Company’s catalogues, price lists, website, and other advertising materials are not considered part of any contract between the Buyer and The Company.

4.2 Information or descriptions of Goods found in the Seller’s catalogues, brochures, and other publications are believed to be accurate and current. However, these descriptions are not warranted by the Seller. The Seller accepts no responsibility for the accuracy of such information, as it is often compiled from data provided by manufacturers or suppliers.

4.3 While we strive to maintain accurate pricing on our website, errors may occur. If we identify an error in the price of Goods you have ordered, we will promptly notify you. You will have the option to confirm the Order at the correct price or cancel it. If we cannot reach you, we will consider the Order cancelled. If The Company cancels the Order for standard Stock Items and you have already paid, a full refund will be issued.

4.4 Prices are subject to change without prior notice and are not binding on the Seller.

5. Ordering

5.1 You can place an Order for Products by following the process outlined on our site. Please ensure your contact details, including phone and email address, are accurate so that we can contact you if needed.

5.2 Our order process allows you to review and correct any errors before submitting the Order to us. Ensure you order sufficient Products to meet your requirements. Any additional Products required at a later date may be subject to new lead times and pricing.

5.3 Upon placing an Order, you will receive an email confirmation from us, signifying acceptance. The Contract between you and us will be established upon sending this email.

5.4 If we are unable to supply a Product, due to factors such as unavailability or inability to meet your requested delivery date, we will inform you via email or phone. If you have already paid, a full refund will be provided for any Products we cannot supply.

5.5 To amend or cancel an Order, you must contact us as soon as possible. For bespoke/custom-made dining tables, manufacturing may begin immediately upon order confirmation. Once production has commenced, your Order will normally be treated as final sale in accordance with clause 9 and our Returns Policy, and any amendments or cancellations may not be possible or may incur additional charges.

5.6 Each Contract between the Seller and the Buyer comprises the Order, these Terms and Conditions, and any additional specific terms agreed upon in writing.

5.7 The Company accepts major credit and debit card payments via the website, processed through accredited third-party payment gateway services (e.g. Stripe, PayPal). The Company holds no responsibility for non-authorisation of online payments or ensuing delivery delays.

5.8 Ensuring accurate measurements for your chosen table size and configuration is of paramount importance. It is your responsibility to confirm that the selected dimensions and options are suitable for your space, access routes and intended use.

5.9 While we can provide guidance based on general information you supply, it is your responsibility to provide accurate details and to seek professional advice where necessary. We assume no responsibility for shortages, excesses, access issues or installation issues arising from incorrect or incomplete information provided by you.

5.10 When not acting as a consumer, you confirm that your involvement in this Agreement is not based on, or reliant upon, any representation we have made that is not expressly included in this written Agreement and signed by both parties.

5.11 Since we have not conducted a survey or inspection of the Goods’ installation site, we cannot warrant the suitability of the Goods for that or any specific environment. When not acting as a consumer, any implied or express representation, advice, or information from us that is not part of the Agreement and signed by both parties cannot be relied upon.

5.12 We cannot be held liable for circumstances beyond our control, such as source shortfalls, natural disasters, or restraints affecting suppliers or transportation. We will make every effort to notify you promptly should these situations arise.

5.13 In Business Sales cases, you confirm that these terms constitute the sole agreement between us. Any terms you propose to purchase, including those on your purchase order, confirmation of order, or similar documents, do not apply to this Agreement between us.

5.14 Authorisation routines require that the debit or credit card used is registered to the Buyer. In case of credit authorisation failure, additional measures may be taken to confirm the Buyer’s authenticity. The Company assumes no liability for delays or costs resulting from the credit authorisation process.

5.15 If payments are declined or queried by the appointed third-party payment gateway service, The Company reserves the sole right to employ additional checking measures in order to confirm or qualify the authenticity of the Buyer. The Company cannot accept any liability for any delay, or cost incurred by the Buyer because of a delay in the credit authorisation process.

5.16 In the event that the express terms of a Contract conflict with any of these Conditions, these Conditions shall take precedence unless expressly agreed otherwise in writing.

5.17 Payment for Goods indicates acceptance of and agreement to these Terms and Conditions.

5.18 Orders and delivery commitments are subject to The Company’s ability to secure the necessary materials or Goods. Delays due to manufacturing risks, strikes, accidents, or other uncontrollable factors are not the responsibility of The Company.

5.19 The Company retains the right not to supply the Buyer at its sole discretion.

6. Warranty

6.1 We warrant that our products will be free from faults or defects in workmanship and materials for a period of 10 years from the date of delivery, subject to this clause 6 and to any additional terms set out in our Warranty information published on our website from time to time.

6.2 This warranty:

6.2.1 applies only to the person who purchased the products from us and is not transferable;
6.2.2 applies only to products used within the environment intended by their design and for normal domestic use;
6.2.3 applies only where the products have been installed, used and maintained strictly in accordance with any guidelines or instructions provided by us;
6.2.4 applies only where the purchaser has validated the warranty in accordance with clause 6.4 below.

6.3 This warranty does not cover, and we shall have no liability in respect of:

6.3.1 items purchased from us which are manufactured by another manufacturer and for which any warranty is provided directly by that manufacturer;
6.3.2 damage caused or contributed to by poor, faulty or incorrect use, installation or maintenance;
6.3.3 damage caused or contributed to by events outside our control including, but not limited to, Acts of God, fire, explosion, contact with corrosive matter, extreme weather conditions, flood, vandalism, soiling, misuse, abrasion, improper storage following delivery, rot and/or infestation following delivery, leaks or similar incidents;
6.3.4 damage or colour deterioration caused or contributed to as a result of normal wear and tear;
6.3.5 damage caused or contributed to by alterations or repairs other than those carried out by us;
6.3.6 damage caused or contributed to by the removal of the products following initial installation;
6.3.7 damage caused or contributed to by wilful damage, abuse, mistreatment, negligence, abnormal storage or environmental conditions;
6.3.8 damage caused or contributed to by household animals or misuse by children.

6.4 To validate the warranty you must complete the registration form provided with the products and register the warranty covering the products within one calendar month of delivery, by following the instructions on the registration form or as otherwise notified on our website.

6.5 To make a claim under your warranty you must complete our warranty claim form (available via our website or on request) and provide all information reasonably requested by us, including clear photographs of the issue.

6.6 Following receipt of a warranty claim, we will investigate the claim and, if we consider that there is a defect or fault covered by the warranty, we will, at our option, either repair the defective product (or part), replace the defective product (or part) or issue a refund of the price paid for the products (or an appropriate proportion of it).

6.7 If you do not allow our representative to review and inspect the product that is the subject of the warranty claim, you will invalidate the warranty in respect of that particular claim.

6.8 Any repaired or replacement product or parts supplied under this warranty shall be guaranteed on the terms of this warranty only for the unexpired portion of the original warranty period.

6.9 This warranty is personal to the original purchaser as shown on the invoice and is non-transferable. Nothing in this clause affects your statutory legal rights.

6.10 In addition to the above, you acknowledge that variations in size, shape, manufacturing tolerance, shading and pattern are inherent in the production of porcelain stoneware and other materials. All such surfaces are subject to natural colour and shade variations. Surface names, images and sizes displayed are nominal and serve as a guide to the actual style, colour and size of the item only. Differences in texture, shade and size may occur compared with what is advertised or with any samples supplied. The appearance of colour can also be affected by individual monitor settings and lighting conditions. We strongly recommend ordering samples in accordance with clause 3.

6.11 Porcelain stoneware and other surface materials can experience wear and may suffer impact damage if subjected to knocks, dropped items, abrasion or misuse. No surface is guaranteed against chipping, cracking, crazing, scratching or other damage caused by misuse, impact or failure to provide appropriate protection in normal domestic use, and such damage will not be treated as a defect in materials or workmanship for warranty purposes.

6.12 Any claims by the Buyer based on defects in the quality or condition of the Goods that are apparent upon delivery (including damage in transit or obvious non-conformity with the Order) must be reported to the Seller in writing within two working days from delivery. This requirement relates to issues evident on delivery and does not affect your rights under this warranty in respect of latent defects or your statutory rights.

7. Delivery and Collection

7.1 The Company cannot, under any circumstances, entertain financial claims from the Buyer for late delivery, incorrect Goods supply, or inaccurate delivery. The risk concerning the Goods transfers to the Buyer upon physical delivery at the specified time in accordance with clause 8.

7.2 The transportation and carriage of Goods by customers or their contracted parties is entirely at their own risk. The Company holds no liability whatsoever for damage, loss, or inconvenience arising from Goods transport or carriage arranged by the customer.

7.3 Time is not of the essence. The Company shall not be liable to the Buyer or considered in breach of the Contract due to any delay or failure attributed to causes beyond The Company’s reasonable control. Such causes include but are not limited to: Acts of God, explosions, floods, snow, tempest, adverse weather conditions, fires or accidents, traffic delays/road works, wars or threats of war, sabotage, civil unrest, import/export regulations and embargoes, fuel availability, strikes, industrial action, raw material availability, power failure or disruptions, and breakdowns in vehicles or machinery.

7.4 The Company reserves the right to utilise various transportation services for delivery. Efforts will be made to deliver to the desired point, but if this is not practical, delivery will be made to an alternative location specified by the Customer or the nearest available location.

7.5 Our vehicles for deliveries may be large rigid vehicles with tail lifts. It is the Buyer’s responsibility to inform The Company of any circumstances affecting delivery using such a vehicle, such as parking restrictions, “red routes,” restricted vehicular access, road works, uneven driveways, building sites, high-rise apartments (with or without lifts), etc. Failure to provide this information prior to delivery may incur additional redelivery costs and longer lead times.

7.6 If a smaller or specialist vehicle is required due to Buyer notification or access constraints, The Company reserves the right to charge the Buyer for the additional costs involved.

7.7 The Company offers a white glove delivery service for its dining tables. Unless we expressly agree otherwise in writing, the Buyer or their representative must be present to receive and sign for the Goods upon delivery, and to direct our delivery team to the desired location within the property. If, for any reason, delivery cannot be completed due to the Buyer’s absence or insufficient access, The Company reserves the right to pass on any redelivery or aborted delivery costs incurred before another delivery is attempted.

7.7.1 Subject always to applicable health and safety requirements and at the delivery team’s reasonable discretion, our staff (or appointed delivery partners) may enter the customer’s property to carry the Goods to the designated room, position them and, where included in the service, undertake basic assembly and remove packaging. Our staff will not carry out any structural alterations, electrical works, plumbing works, or other works beyond the normal scope of white glove furniture delivery, and may refuse to move or handle existing furniture or personal items.
7.7.2 The Buyer is responsible for ensuring that the access route and installation area are clear, safe and suitable (including adequate doorway, stair and lift dimensions and protection for flooring and surfaces). If Goods are delivered in accordance with the Buyer’s instructions and properly signed for on delivery, The Company shall not be responsible for any loss or damage arising solely from the Buyer’s failure to provide safe, adequate access or to protect the property appropriately.

7.8 The Buyer must verify that the supplied Goods are in accordance with the original Order. The Customer should inspect all items thoroughly upon unpacking. If there are queries related to supply, damage, shading, or other apparent faults, contact our Customer Service Team at 020 3848 5212 or email sales@tailormade.uk without delay.

7.9 The Company must be informed via email, facsimile, or in writing within two working days of delivery regarding any claims by the Buyer about damage to Goods in transit that is apparent on delivery. Failure to communicate problems within this period may lead to additional redelivery costs and longer lead times. In case of damages reported, images and a completed claims form may be requested.

8. Risk and Ownership

8.1 Ownership of the Products will transfer to you upon our receipt of full payment for all amounts owed concerning the Products, encompassing any associated delivery charges.

8.2 Responsibility for the Products will transfer to you from the moment you, or a third party other than the carrier, physically take possession of the Products.

8.3 It is important not to make any arrangements for permanently positioning the Products until they have been delivered, thoroughly checked, signed for, and you have assumed responsibility for them.

9. Your Consumer Rights

9.1 This section exclusively pertains to individuals who make purchases from us as consumers (Consumer Sales). It does not extend to business customers (Business Sales) or individuals who acquire products wholly or mainly for business or commercial purposes.

9.2 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you purchase certain non-bespoke goods online or by distance means, you may have a legal entitlement to cancel a contract within 14 days following delivery of your products. However, this statutory right to change your mind does not apply to goods that are made to your specifications or are clearly personalised. All of our dining tables are custom-manufactured to your exact specifications. Manufacturing typically begins promptly upon order confirmation. In accordance with our Returns Policy, all such custom orders are final sale and cannot be cancelled, altered or returned once placed, except where the Goods are faulty or not as described or where otherwise required by law. Nothing in this clause affects your legal rights in respect of faulty or misdescribed products under the Consumer Rights Act 2015.

9.3 If we ever offer non-bespoke Goods to consumers, and your statutory right to cancel applies to such Goods, you must communicate your decision to cancel in writing (for example by email to sales@tailormade.uk) within 14 days from the day after you receive those Goods. The Goods must be kept in the same condition as when received, and you would be responsible for taking reasonable care of them until they are returned to us.

9.4 Nothing in these Terms is intended to limit any consumer rights granted by statute, including your rights in respect of faulty or misdescribed Goods under the Consumer Rights Act 2015.

9.5 Where we agree or are required by law to accept the return of Goods, we will provide details of the returns process. Unless the Goods are faulty or not as described, you may be responsible for the cost of returning the Goods to us. Where Goods are faulty or not as described and a return is appropriate, we will bear the reasonable cost of return in accordance with our legal obligations.

10. Refunds, Returns and Custom Order Policy

10.1 Custom Order Policy

10.1.1 All dining tables are custom-manufactured to your exact specifications. Manufacturing begins promptly upon order confirmation in order to meet quoted lead times.
10.1.2 Due to the bespoke nature of our tables and the immediate commencement of production, all custom Orders are final sale and cannot be cancelled, altered or returned once placed, except in the case of faulty or misdescribed Goods or where we are otherwise required to do so by law. Nothing in this clause affects your legal rights in respect of faulty or misdescribed products under the Consumer Rights Act 2015.

10.2 Quality Guarantee and Faulty Goods

10.2.1 We stand behind our craftsmanship. If you receive a table that is faulty or damaged, we will repair or replace it in accordance with clause 6 and this clause 10, provided you notify us promptly and supply reasonable evidence (including clear photographs) of the fault or damage.
10.2.2 You must notify us in writing as soon as reasonably practicable after discovering any fault or defect and, in the case of damage apparent on delivery, within the timeframes set out in clause 7.9. We may require you to complete a claims or warranty form and to provide supporting evidence.
10.2.3 Where we accept that the Goods are faulty or not as described and the fault is covered by our warranty or your statutory rights, our primary obligation will be, at our option, to repair the defective Goods or to provide a replacement. We do not normally offer additional discounts or financial compensation beyond repair or replacement, except where required by law.

10.3 Design Changes

10.3.1 Once your Order is confirmed, any requested design modifications, changes to specification or additional drawings will incur additional charges and may affect lead times. We will notify you of any such charges before proceeding with the requested changes.

10.4 Important Notes

10.4.1 We cannot accept responsibility for damage caused by customer modifications (for example fitting different legs or bases to table tops, making structural alterations or undertaking repairs not authorised by us).
10.4.2 Where details are not fully specified, we may make educated design assumptions based on your table’s style, intended function and our usual standards. By placing an Order you authorise us to make such reasonable design judgements, and such decisions will not, in themselves, constitute a defect.
10.4.3 Save as set out above, and subject always to your statutory rights, all sales are final once production of your custom table has begun.

11. Limitation of Liability

Business Sales

11.1 In Business Sales, our liability to you in relation to this Agreement or the Goods is contingent upon your notifying us of any proven shortfall, damage, or defect in the Goods within 48 hours following delivery or collection (as applicable). We retain the right to request supporting evidence, such as photographic documentation of the damage or defect. Should you provide such notification, our sole obligation to you will be (at our discretion):

11.1.1 replacing or repairing any Goods that are damaged or defective.

11.2 We will not be held liable to you (whether in contract, tort (including negligence), misrepresentation, restitution or otherwise) for any loss of profits, loss of business, depletion of goodwill, or any indirect or consequential loss or damage. Our total liability to you (whether under contract, tort, statute, or otherwise) shall not exceed the Price paid for the Goods giving rise to the claim.

11.3 In cases where Goods are returned to us for reasons not outlined in clause 11.1 and where we agree to accept such returns, we reserve the right to impose a restocking and collection charge.

Consumer Sales

11.4 In Consumer Sales, we will be liable for your losses arising from shortfalls, defects, or damages in Goods that we provide to the extent that such losses are reasonably foreseeable as a consequence of our breach of contract or our failure to use reasonable care and skill. However, we shall not be liable to you for lost working time or third-party contractor costs where the Goods are not installed or used correctly by you (or your contractor), or where the appropriate base, fixings, protection or installation techniques are not used, or where the installation environment is unsuitable.

11.5 Nothing in this Agreement is intended to limit or exclude any consumer rights granted by statute, nor does it intend to restrict or exclude our liability to you in respect of death or personal injury arising from our negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

12. Health and Safety

The Company is committed to adhering to the relevant UK laws, including health and safety at work and environmental protection legislation, at all times.

It is strongly advised that appropriate precautions are taken off-site and on-site, as many of our products are heavy and may require more than one person to lift or move safely.

Please note that gloves, goggles, and other suitable safety clothing should be worn when handling products supplied by The Company, and that due care must be taken to prevent injury or damage.

Customers are directed to any health and safety guidelines related to our Goods supplied with the products or published on our website. Once the Goods have been delivered to the customer, The Company holds no liability for their subsequent handling, installation or use, except as required by law.

13. Law and Jurisdiction

These terms and conditions, including any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), will be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction.

If any provision in these terms is found invalid by any court or competent authority, the validity of the other provisions will not be affected. The remaining provisions will remain in force. The failure of either party to exercise any right or remedy under these terms does not constitute a waiver of that right or remedy.

All designs and imagery used on the website, publicity leaflets, advertising, and publications are copyright of The Company, and any reproduction must be undertaken only with the express written permission of The Company.

Creating a link to this website from another website or document requires The Company’s prior written consent.

The website’s material is either owned by us or licensed to us. Reproduction is prohibited, except in accordance with the copyright notice, which forms part of these terms and conditions.

14. Third Parties

This Agreement is not intended to, and does not, confer any right on any person who is not a party to it to enforce any of its provisions, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

15. Contact and Complaints

If you have any questions, concerns or complaints about our products or these Terms, please contact us at sales@tailormade.uk or on 020 3848 5212 in the first instance. We will aim to respond within a reasonable timeframe and to resolve any issues promptly.