Terms & Conditions

1. Your Order

1.1 The receipt of your order be it online or in one of our stores is only an acknowledgement of your order. Final price could vary depending on delivery costs and new price updates.

1.2 You should ensure that the items detailed on your order form are correct and they meet your exact requirements as once we have accepted your order and confirmed it for supply it may not be possible to amend your order afterwards.

1.3 Bespoke orders are made specifically for you. Once payment is taken, no changes to the order or cancellation may be made.

1.4 You will not have the right to cancel your order unless we in our absolute discretion give our consent. A fee of 50% of purchase price will be payable to cover our incurred costs.

1.5 It is your responsibility to measure carefully so that your furniture will fit into the room that it is intended for and that it will also fit through any passages, stairwells, landings and doorways on the way. Access can sometimes be difficult and if our delivery crew cannot safely deliver an item, then it is likely that a door or window may need to be removed or the services of a technician or contractor required. We may be able to advise the best course of action or even arrange this for you, but please note a charge will apply. Some of our suppliers may deliver or install your furniture on our behalf directly into your home. Please ensure that rooms and access are clear as per the relevant installation guidelines. We do offer a free survey to assess access requirements within a 30mile radius of any of our stores.

1.6 Please note that due to colour differences in computer monitor displays, colours displayed on our website should be used as a guide only. If you have any queries, please contact our store.

1.7 Product lead times may vary according to demand.

2. Payment

2.1 At the point of purchase full payment will be required for all goods. The balance of any fitting, delivery or extra services should be settled before delivery.

2.2 Goods remain the property of Francis of Malvern Ltd until paid for in full.

3. Delivery/Fitting

3.1 Delivery/fitting dates are given in good faith and are approximate at the time of placing your order.

3.2 Our delivery/fitting teams will do their best to complete your order even if it exceeds the expected time allocation. If this is not possible, we will complete the work at the next time convenient to both parties.

3.3 Francis of Malvern Ltd cannot be held liable for any delays beyond our control and therefore cannot accept liability for consequential loss.

3.4 We use both our own and third party delivery/fitting teams to undertake and carry out their work with skill and care. It is your responsibility to take adequate measures to protect your home and fittings. We do not accept liability for any repair work, except where clearly proven damage or negligence has been caused by our delivery/fitting teams. For deliveries, please ensure that passageways are clear and sufficient space is made available for fitting wherever possible.

3.5 For a flooring/carpet fit, doors may need to be trimmed to allow clearance, as stated on written estimates. This is not part of the fitting work unless this has been specifically agreed. Fitters may remove doors to facilitate fitting. Please note that you will be responsible for re-hanging or trimming as required. If you require our fitters to trim any doors there will be a charge. Please note that this is with the exception of fire doors, which remain the responsibility of you as the owner.

3.6 For a flooring/carpet fit moving of furniture is possible but chargeable. If you wish our fitters to move electrical appliances, this is possible, but please ensure that all wires are unplugged and plumbing made safe beforehand. We do not accept any liability for damage to these electrical items as a result of being moved in the fitting process.

3.7 Sub-contract fitters reserve the right to charge extra for any work not quoted for in the pre written quote.

3.8 As our limited storage facilities are for transit purposes only, we will endeavour to deliver your order to you as swiftly as possible usually no later than 14 days after it becomes available. If you require us to store the goods, we reserve the right to charge storage.

3.9 We reserve the right to charge for delivery/fitting. We will commit to either a morning or afternoon delivery/fitting time according to our delivery route planner.

3.10 Free delivery is only available within a 30 mile radius of our stores. Please contact our stores for a quote for deliveries outside of this area.

4. Guarantee:

4.1 The product purchased should be of merchandisable quality when it is delivered to you. If you have any concerns about quality, please do not hesitate to contact us.

4.2 Many of our products are made from natural materials. Please be aware that colour variations may occur.

4.3 Our general guarantee is twelve months on from delivery by the supplier to our warehouse. Included within this arrangement, many of our manufacturers offer extended warranties or guarantees beyond this period. Please retain any manufacturers’ warranties/guarantees.

5. Sale Prices, Promotions and Clearance Products:

5.1 Sale prices and promotions cannot be used in conjunction with any other offer. Sales and promotions do not apply for items marked for clearance.

5.2 Clearance items are sold as seen and cannot be returned or exchanged once payment has been taken.

5.3 Clearance items are not covered by our general guarantee, However they may still be covered by the manufacturers’ warranty/guarantee.

6. Recycling

6.1 Unsoiled mattresses only can be accepted for recycling.

7.0 Returns and Exchange

7.1 You can return or exchange unwanted items in their original packaging, for a full refund within 30 days of purchase with a valid receipt. Used mattresses, bespoke items and cut items cannot be returned or exchanged.

7.2 We reserve the right to charge a handling fee which is 50% of the value of the goods.

7.3 A £50 fee is payable for collection of furniture or beds within 30miles of any of our stores. For any returns further than 30miles radius of one of our stores please contact one of our sales consultants for a quote on collection price.

7.4 If your receipt has expired or has been lost, we will offer you a credit note or exchange to the value of the last known selling price of your purchased item.

7.5 Items must be returned in a re-saleable condition.

8. Cancellation Policy

8.1 The Consumer Contract Regulations will only cover your order if the goods are not bespoke or if you have not examined the goods in one of our stores. If your order is not covered by the Consumer Contract Regulations then please see section 7.0 Returns and Exchange.

8.2 For orders that need to be cancelled prior to delivery, this must be within seven days of the order being placed and, again, does not include bespoke goods.


Please contact your sales consultant if you have any queries regarding the above information.

Your statutory rights are not affected.

By placing an order with us you are deemed to have accepted these Terms and Conditions of Sale.


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