Terms & Conditions of Sale

What these terms cover: The terms and conditions within this document cover the manufacture and supply services relating to Craftwoods products. Therefore, it is important you read this document in detail before you place your order with Craftwood. All goods and services will be sold under these terms and conditions unless otherwise agreed in writing by a director of Craftwood Interiors Ltd.

Supply of goods contract: Craftwood will provide a copy of the supply of goods form with our estimate for you to review and return. Without a signed copy of this document we will be unable to proceed with your order.

Information about us and how to contact us: We are Craftwood Interiors Ltd, a company registered in England and Wales (03998579). Our head office and manufacturing facility are located at:

Crow House,

Crow Arch Lane Industrial Estate,

Ringwood, Hampshire, BH24 1PD.

Our VAT number is 166215808.

Ways to contact us: You can contact us via telephone on 01202 485115 or by writing to us by post at the address above or email: info@craftwood-uk.com.

Ways we contact you: If we need to contact you, we will do so by telephone in writing by post or email to the address given to us in your enquiry. Please advise us of your preferred contact method.

Estimating and ordering,

Providing costs: Craftwood will send you an estimate of required products, requested at the enquiry stage, detailing goods and estimated prices that will be valid for 30 days, subject to third party suppliers increases. Craftwood will also seek to provide guidance on the availability of supplies specific to the job.

How Craftwood will accept your order: When you confirm you would like to proceed with the estimate provided, via purchase order, you are making Craftwood an offer to purchase the goods and services detailed within the estimate provided. If Craftwood accept your order, Craftwood will send an email confirmation along with an invoice, detailing the payment terms agreed, within 3 working days. In addition, Craftwood will also issue a unique order number for correspondence and tracking. At this point a contract will exist between both parties.

Declining your order: If Craftwood is unable to accept the clients order, Craftwood will inform the client via email and no charge will be made. Reasons for this may include the unavailability of materials such as fabrics required or within the timescale needed to complete the job or because we have identified a pricing error within the estimate. (Craftwood will endeavour to overcome these by offering alternatives whenever possible).

Your right to change order: If the client requires Craftwood to make changes to their order, please contact us at your earliest convenience. Craftwood will investigate the request and let the client know if the change request is possible and if there are any cost or timescale implications. If the costs change as a result of the request, Craftwood will issue an updated quotation. Craftwood will require written approval of these changes.

Your right to cancel the order: There is no cooling off or cancelation period as we are making goods to your bespoke specification. However please contact us if your requirements change and we can discuss further.

If the order is agreed to be terminated, Craftwood will refund the client in full for all parts of the order where we haven’t incurred cost. However, Craftwood will deduct from this sum any costs incurred up to the point of cancellation.

Our right to cancel the order: Craftwood may terminate the contract at any time if payment is not met by the contractual due date. In addition, if the customer has not provided Craftwood with critical information it needs to manufacture the goods and complete the order Craftwood reserves the right to terminate the contract. Craftwood would still charge for any costs incurred to this point.

Our right to make changes: Craftwood will only make changes to the order either at your request, or to reflect changes in relevant laws or regulatory requirements.

Changes from samples: If Craftwood supplies a sample or prototype for the project Craftwood will endeavour to replicate for the whole order once approved. However due to the goods being handmade material differences may differ from hide to hide or stained/painted variations may occur within the manufacturing process which Craftwood won’t be liable for within reasonable tolerances.

Changes from images: All images on our website, brochure and drawings are for illustrative purposes only. Craftwood endeavours to replicate these accurately, however due to our products being bespoke and handmade please allow for slight variations.

Pricing: It is always possible that despite Craftwoods best efforts, some of the prices for products or services may be incorrect. If Craftwood accepts and processes the order where a pricing error has occurred, Craftwood will submit the revised costing to the client but retain the right to terminate the contract and refund the client with any payments made.


Payment terms: Terms will be agreed with the client on placement of the order. These will include a deposit and final balance unless otherwise agreed.

Deposit payment: If a deposit payment has been agreed, Craftwood will require this payment in order to proceed with the ordering of materials. If payment isn’t received in the agreed time scales, the contractual supply dates agreed, may not be met.

Balance payment: Craftwood will send you a balance invoice which will set out all outstanding payments required and dates to be received. Payments due prior to delivery/install must be made before the goods can be released.

If the client requests delivery/installation dates to be moved, Craftwood will endeavour to accommodate the clients request. However, payment terms and dates agreed at the point of order will still need to be adhered too.

Payment penalties: If payment isn’t made by the date agreed goods made may be suspended from delivery/installation. Craftwood reserves the right to re-charge for these services if we incur additional costs as a result.

If delivery/installation is requested to be moved from agreed dates a payment may be requested for storage of goods. This will be invoiced to the customer following the change request.

If payments are not met by due dates agreed, interest may be charged at a rate of 4% above the base lending rate of Barclays bank. The interest will accrue daily from date due to the date when cleared funds have been received.

Changes to payment: If the rate of VAT changes between your order date and the date Craftwood supplies the goods, Craftwood will adjust the rate that the client pays. If The client has paid for the product and services in full before this date, the client order value will not be affected.

If tariff charges are introduced for goods imported into the UK, Craftwood reserves the right to pass the incremental cost to the customer although Craftwood will strive to minimise any such costs.


Own Measurements: If Craftwood is manufacturing products to dimensions provided to us by a client or third party, the client / third party will be responsible for these measurements being correct. Craftwood do not take any responsibility for any incorrect measurements provided. (However, Craftwood can provide an information/tips guide to measuring but will not be liable for having been sent incorrect dimensions).

Site Survey: Craftwood highly recommends a site survey be carried out by our trained surveyors who can ensure we have accurate measurements to manufacture the goods. This service will be costed within your estimate, however if Craftwood attend site at an arranged date/time and the site isn’t ready to survey an additional charge will be added to revisit the site. In all instances, Craftwood will contact the customers project staff, the day prior to the survey being undertaken, to obtain confirmation that the site is ready for surveying.

Collection, Delivery & Installation

Additional address information: Craftwood will need full address and contact details for delivery and installation. This must be provided upon placement of order to avoid any delays on dates agreed.

Collection: If goods are to be collected, a date/time will be arranged. If this date is requested to be rearranged for a period longer than 7 days after the agreed collection date, a storage charge will be applied and invoiced.

Delivery: If Craftwood is delivering your products, the cost will have already been included within your estimate. However, if the client has changed the requirement, after placement of the order, Craftwood will alter the final price to allow for this and provide the client with a revised cost. This will need to be paid prior to delivery taking place.

If Craftwood attempts delivery on the agreed date and are unable to access the premises or site for any reasons outside our control, the client will incur a re-delivery charge that will be sent to the client in writing. Craftwood will require confirmation from the customer that the additional charge is agreed.

If a re-delivery is needed but not booked, we may charge a storage fee on top of the additional delivery.

If delivery is attempted but the premises are unsafe to unload, we will need to re-schedule which will also incur additional delivery costs.

If delivery can’t be made for a reason outside our control, Craftwood won’t be liable however will make every effort to minimise the effect of delays.

Installation: Craftwood will install our products if required and costs will be included within the estimate.

The Craftwood installation team will leave the site in a clean condition, clear of any debris caused by our installation. Craftwood will not except responsibility for any other onsite contractor’s rubbish/material.

Craftwood may need to leave site without installing for reasons outside of our control, which may include the site being unsafe, not ready for installation or having no suitable access. In these occasions Craftwood will need to re-schedule which will incur an additional charge which will be payable before we re-attend

When working on site Craftwood will endeavour to work within any restrictions presented. However, Craftwood will not be liable or responsible for any damage caused by any unforeseen incidents.

Craftwood Interiors will not be liable for any liquidated and ascertained damages.


Inclusions: Craftwood offers a 12 month guarantee on our products and workmanship from completion and a 10-year guarantee on our frame construction of our bespoke products. This does not cover excessive wear or misuse of the product.

Any Fabric/Leather or any other materials supplied to Craftwood are subject to individual supplier guarantees and direct contact will these third parties will need to be made.

Exclusions: Our guarantee will be void if our products have been modified, repaired or tampered with by anyone other than us.

If our products have been misused or the instructions for care and maintenance given in the customer handover document aren’t followed.

If deemed to be caused from general wear and tear.

Claims: Any claims against the guarantee must be made in writing via post or email. This must contain the project order/job number, images of issues being claimed and full contact information. Craftwood will look at all claims on an individual basis.

Project Photographs: Craftwood reserves the right to take or use pictures taken of our seating either on our premises or fitted on location. These may be used on our social media or website. Craftwood will not use Client details unless authorisation is given.

Additional Terms

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if Craftwood delays in enforcing this contract, Craftwood can still enforce it later. If Craftwood does not insist immediately that the client do anything the client is required to do under these terms, or if Craftwood delays in taking steps against the client in respect of your breaking this contract, that will not mean that the client do not have to do those things and it will not prevent us taking steps against the client at a later date. For example, if you miss a payment and Craftwood does not chase the client, but Craftwood continue to provide the products, Craftwood can still require the client to make the payment later.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and the client can bring legal proceedings in respect of the products in the English courts. If the client lives in Scotland, the client can bring legal proceedings in respect of the products in either the Scottish or the English courts. If the client lives in Northern Ireland, the client can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Craftwood Interiors

Crow House

Crow Arch Lane Industrial Estate


BH24 1PD

Tel: 01202 485115

Email: Info@craftwood-uk.com