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Terms and Conditions
Effective date: May, 2024
When you buy from us you are agreeing that:
You’re responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products.
We offer several ways to place your order and make payments.
Products can vary slightly from their pictures.
We’re not responsible for delays outside our control.
For your peace of mind, we provide guarantees on some of our products.
You have a legal right to change your mind if the goods are not bespoke, but you must return the product at your own cost.
You have rights if there is something wrong with your product.
We can change products and these terms.
We can end our contract with you.
We don’t compensate you for all losses caused by us or our products.
We use your personal data as set out in our Privacy Notice.
You have several options for resolving disputes with us.
Other important terms apply to our contract.
You're responsible for making sure youre order detail are accurate and for bearing ther costs of re-delivery or return of non-faulty products.
When placing your order, we will take you through your selected products and services in detail, including operation, maintenance and care information. Details including fabric, size, colours and your needs will be thoroughly discussed with you, and you will be asked for a signature to confirm the order. When confirming your order, you agree that the order and its contents are correct and you are happy to proceed.
You need to give us information about things that could make it difficult for us to complete the order with you, for example, access to your property or any other specific delivery or installation requirements. It is always your final responsibility to ensure products will fit into your home and we will charge you additional sums for re-delivery or to return non-faulty products.
Items for donation or disposal must be dismantled prior to us delivering your new furniture, we are unable to dismantle goods including beds and sofas.
We cannot be held responsible for furniture which cannot be disposed of due to access restrictions.
Where we are installing the Goods in your property, we will make good any damage to your property caused by Us (which includes Our subcontractors) in the course of installation or performance. However, We are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of installation and/or performance by us.
CUSTOMER AGREEMENT: By participating in our furniture trade-in service, customers acknowledge and agree that traded-in items become the property of Oak Tree Mobility. Customers understand that once collected upon delivery of new furniture, traded-in items cannot be returned, reclaimed, or stored for any period of time. Oak Tree Mobility holds no responsibility for any items once collected for donation. Participation in the trade-in service constitutes acceptance of these terms and conditions.
We offer several ways to place your order and make payments
You can place your order in-person or over the telephone. Our usual payment methods include cash, cheque, debit or credit card, and also electronic bank transfer (our bank details will be provided upon request).
Please note that:
We cannot accept cheques on any products left with you on the day, or any products that are to be delivered on an express or next day delivery service.
Payment in full is required at the point of sale for all products left with you on the day, or any products that are on an express or next day delivery service.
To place an order on a product a minimum deposit of 30% of the purchase price is required. The full balance of the purchase price must always be paid before delivery.
On occasions our customers may require us to store their products for a short time. We can in exceptional circumstances arrange this for you, although a charge may be payable for this service. To place an order on hold full payment must be made and you will be quoted of a new lead time for furniture to be dispatched from hold and delivered.
When you buy multiple products, you may be eligible for discounts specified in the current pricing plan. However, if you cancel a product or service for which you received a discount, the discount for the remaining products or services may be retroactively rescinded. This could result in an immediate additional payment being charged to your payment method.
VAT Exemption
If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT free price.
To qualify you must complete and sign an Eligibility Declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Where our products are handmade, all sizes, dimensions and measurements can vary slightly but will not affect the operation or intended use of such products.
We're not responsible for delays outside our control
If the supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.
We won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
For your peace of mind we provide guarantees on some of our products
Our guarantees cover any defects in the materials used or from our manufacturing process from the date that our products are delivered to you. We will honour all repairs as a result of manufacturing defects free of charge within the guarantee period. In the event a repair is not possible we will offer a like-for-like exchange or a refund.
It is important to note that damages can often be avoided by correct care and maintenance and our guarantee excludes instances where damage is as a result of insufficient care and maintenance, incorrect cleaning and any defects occurring from the misuse, abuse, or improper operation or improper storage of our products. Please note that your guarantee does not cover normal wear and tear, or changes in your personal circumstances that mean changes to your specifications.
Furniture
Parts Guarantee Period Chair and Bed Frame 25 years Chair and Bed Mechanism (sometimes called the Action) 5 years Actuator (sometimes called the Motor) 5 years Electronic Components and Charger 2 years Fabrics, Leathers, Foams and all other upholstered materials such as arm covers 1 year Mattresses, Pillows and Beddings 1 year Bath Lift
Parts Guarantee Period All bathlift components 2 years For certain same day, next day or express items
The guarantee for the Frame, Mechanism and Actuator is reduced to 2 years. Upholstered material and mattresses remain at 1 year.
It is important to note that all pile fabrics are subject to a degree of pile crush, which means that the fabric can look different shades in different lights or viewing angles. This is a natural characteristic not a fabric or manufacturing fault and will not affect how the fabric wears over time.
Our Guarantees apply to Mainland UK only.
Your Statuary rights are not affected.
You have a legal right to change your mind if the goods are not bespoke, but you must return the product at your own cost.
Non-bespoke items
If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.
Unfortunately, we can’t accept returns for products sealed for health protection or hygiene purposes such as mattresses, mattress protectors, bedding, pillows or other such items once these have been unsealed after you receive them.
You have to return your product (and any free gifts provided with it) soon after telling us you have changed your mind.
Returns are at your own cost, you can:
Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.
For a fee of £200 + VAT ask us to organise a collection for products which can’t be posted, please contact our Customer Service Team.
Please note that large item returns only go to our warehouse and we can’t accept these returns at any other location.
If you handle the product in a way which would not be acceptable in a store environment, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, if fire safety tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
If you tell us, you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment, and we don’t charge a fee for this.
Bespoke items
Although bespoke orders do not have cancellation rights under section 28(1)(b) of the Consumer Contract Regulations 2013 (which excludes 'the supply of goods made to the consumer's specification'), we understand that circumstances can change, and people may change their minds. Therefore, we go beyond legal requirements and allow the cancellation of bespoke orders as follows:
The costs incurred to date for the production and administration of your order will be deducted from any monies owed.
When a cancellation request is received, this cancellation policy will be applied consistently in all instances, regardless of the circumstances.
If you have entered into a finance agreement with a third-party company, you have a 14-day cooling-off period to cancel the agreement with them. We will not start making your order until this cooling-off period has passed. Please note that this will extend your overall lead time by 14 days. The administrative costs incurred for your order will continue to be deducted from any monies owed.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
30 days up to six months: you must give us an opportunity to repair or replace your goods. If your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Six months up to six years: you must give us an opportunity to repair or replace your goods, and the burden of proof is on you to prove the product is faulty. If your goods can’t be repaired or replaced, then you’re entitled to a partial refund, in most cases.
For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
We can change products and these terms
We can always change a product:
To reflect changes in relevant laws and regulatory requirements.
To make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.
We can end our contact with you
We can stop providing a product. We let you know as soon as possible in advance and we refund any sums you’ve paid in advance for products which won’t be provided.
We can end our contract with you for a product and claim any compensation due to us if:
You don’t make any payment to us when it’s due and you still don’t make payment within 4 weeks of our final reminder to you that payment is due;
You don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
You don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us, we treat your order as cancelled and refund the purchase price
We don't compensate you for all losses caused by us our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, we’re not responsible for delays outside our control.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
We use your personal data as set our in our privacy notice
How we use any personal data you give us is set out in our Privacy Notice.
You have several options for resolving disputes with us
Our Customer Service Team will do their best to resolve any problems you have with us or our products. We deliver the best service over the phones, however, if it is more appropriate to send in your complaint in writing, please contact us by email or post.
Oak Tree Mobility Ltd
2nd floor, St James Court
St James Parade
Bristol, BS1 3LHcustomer.service@oaktreemobility.co.uk
We endeavour to acknowledge all complaints received by post within 2 working days.
Oak Tree Mobility are a member of The Furniture & Home Improvement Ombudsman (“the FHIO”). We follow their code of practice which provides our customers with additional protection if things go wrong.
To find out more about the FHIO and how to use their service, visit www.fhio.org or telephone 0845 653 2064. The FHIO is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services.
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organistion is responsible for supplying your product
We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this
Our products our normally made for an individual and their specific requirements. The medical needs and suitability of the product may change, so we may not agree to transfer your contract and it’s guarantee or warranties to a new owner of the product.
We will require a new owner to prove you transferred the product to them and provide adequate information about themselves and the intended use. For more information, please contact our Customer Service Team.
If a court invalidates some of this contract, the rest of it will still apply
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. Even if we delay in enforcing this contract, we can still enforce it later.
Can't find what you're looking for?
Give us a call on 03300524625 to speak to customer services
Monday - Friday 9am-7pm
Saturday 9am-5pm
Handmade in
Great Britain
£200 Trade In
Rated Excellent
