1. Payment:-Credit & Debit Cards
We accept Visa, Delta, Electron Visa, MasterCard, Eurocard, Switch, Maestro
and Solo for orders. If you are paying for your order using a credit card or
debit card you will be asked to enter your card details as part of the ordering process, you will then find further instructions when you process your first order. Your details will be kept safe and secure and will be covered by our security guarantee. Your order will be processed once we have received payment.
Acknowledgment
We will acknowledge all orders via email.


2. Security
All credit and debit card transactions with Factory Furniture World take place automatically over a secure server with information encrypted to ensure that your card details can not be seen by any third party - not even ourselves.
The security of the system used by Factory Furniture World has been checked
and verified by Which? and i-stores.co.uk to ensure absolute confidentiality.


3. Cancellation of Order
We will refund in full any order cancelled that has not yet been dispatched.
Once your items have been dispatched we will deduct our transport our transport costs incurred from your refund. The transport costs that we will deduct will be
the costs incurred, proof of these costs will be provided along with documentation of your refund. We will only accept cancellations submitted on our Returns and Refunds request form, which can either be submitted via our website or downloaded, and emailed or posted to us. Factory Furniture World reserves the right to cancel any order without warning for a full refund.


4. Delivery
The drivers are unaccompanied; they will not move or take away any existing goods or property for the purpose of assembly or installation of the goods. The goods will be left inside your premises at the safest convenient location. Delivery drivers as standard will not carry items upstairs, and all transportation of your goods to a location upstairs is entirely carried out at the contractor’s risk and discretion. We reserve the right to charge a fee of 25% for administration and handling in cases where the goods are returned and are not in their original condition or where we have incurred extraordinary expenses in the delivery
and/or collection of the items. After we or our carriers have made reasonable attempts to deliver your furniture, and are unable to deliver due to customer’s unavailability, we reserve the right to charge you any extra delivery costs
incurred by us.


5. Damaged Goods
When goods are delivered, please check carefully on arrival that the goods
and/or packaging are in good condition. If the goods and packaging are in good condition, please sign “received in good condition” accordingly. If however, there
are any signs of damage, please CLEARLY mark the delivery note accordingly.
If this is not done correctly, it can effect the claim with our carriers. If your goods have unfortunately been damaged in transit, we require that you notify us in
writing and send a picture or reasonable evidence of the damage within 48 hours
of receiving the goods. At this stage we reserve the right to offer a part refund for the damage, or to repair the item, we also can offer to replace the damaged item with the good one, or to issue a refund for the item.


6. Money Back Guarantee
Under the Distance Selling Regulations 2000, you have a right to cancel your
order for any item purchased on this website for a full refund.
You are entitled to a seven working day “cooling off” period from the date
AFTER YOU RECEIVE YOUR GOODS. Please also note that mattresses can only be returned if they are unopened. Mattresses which have been opened
cannot be returned. If you wish to test a mattress please ensure you keep it wrapped until you are sure you want to keep it. To cancel you must submit a Refunds and Returns request form either via our website or by fax on :- 0191 4921344 (see “Refunds and Returns” section below for details) within seven
days of your delivery of your items(s), quoting your order number. You must
take reasonable care of the item(s) and must not use them if item(s) are to be
returned to Factory Furniture World, and return items in their original packaging.
You as the customer will be expected to arrange and pay for the transport of
goods back to Factory Furniture World. We reserve the right to charge a
transport fee for any items refused on delivery (with exception of damaged
items). Once the goods have arrived back to Factory Furniture World we can
issue a full refund by cheque only, providing the goods are in the same
condition in which they are sent. Refunds may take up to 30 days to process
and are by cheque only. Please note: - Our prices may be subject to change
and we update this website on a daily basis. If you have an internet order query please e-mail us or call us on 0191 – 4923360.


7. Our Refunds Policy.
Our refunds policy does not affect your statutory rights. Refunds may take up to
30 days to process. Definition of terms used; Special Finish Item: These are the items that are personalised and finished to your specification, such as in choice
of colour, finish or size. These items are all of those on our website where you must specify a choice of colour / finish prior to ordering. Standard Items: These
are all our ranges where only one standard finish is available. When ordering
these items you will not have to specify a colour / finish.
Refunds and Returns
Please print out the form and post it to us: Download the form here, or email it to us as an attachment.


8. Customer Complaints
We will respond to every customer complaint within 5 working days of the complaint being made, either by telephone, email or fax.


9. Privacy Policy
We are committed to protecting your privacy. We will only use the information
that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second,
to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to
refuse any marketing email from us or from another trader in the future. The type
of information we will collect about you includes: your name, address, phone number, email address, credit/debit card details. We will never collect sensitive information about you without your explicit consent. The information we hold will
be accurate and up to date. You can check the information that we hold about
you by emailing us. If you find any inaccuracies we will delete or correct it promptly. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use
technology to track the patterns of behavior of visitors to our site. This can
include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us.