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Terms of Online Sale

Our terms

These terms

  • What these terms cover. These are the terms and conditions on which we supply products to you.

  • Why you should read them. Please read these terms carefully before you submit your order to us as they set out the terms under which Paloma Home makes the products available to you. You must read and agree with our terms and conditions before buying. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us via enquiries@palomahome.com to discuss.

Information about us and how to contact us

  • Who we are. We are Belfield Furnishings Limited a company registered in England and Wales. Our company registration number is 04416650 and our registered office is at Furnace Road, Ilkeston, Derbyshire, DE7 5EP. Our registered VAT number is GB 796476168.

  • How to contact us. You can contact us by contacting our customer service team at enquiries@palomahome.com

  • How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

  • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

Our contract with you

  • How to place an order. You can submit an order to us through the Website by following the instructions for placing an order.

  • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. That contract incorporates:

    • Your order in respect of the products you would like to purchase from us

    • These Terms (from this point forward in these Terms, we call that contract the .

      • We only sell items to adults (i.e. those aged 18 or over). If you are under 18, you may use this website only with the involvement of a parent or guardian.
  • If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

  • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

  • We do not have to accept orders. We reserve the right to reject any order submitted to the website at any time.

  • We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.

  • Customer account details. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures for your online account, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of these provisions or the terms of use of our website. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at enquiries@paolmahome.com

Our products

  • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the products and colours accurately, we cannot guarantee that a device's display of the products and colours accurately reflects the products or the colour of the products. Your product may vary slightly from those images.

  • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

  • Making sure your measurements are accurate. Many of the goods we sell are made according to your sizes. It is your responsibility to take the correct measurements of your window, curtain pole or track. If you are unsure about any products or how to measure, please call our customer services team enquiries@palomahome.com for help before ordering or consult the online measuring guide. You must check the product details and measurements of the goods before placing your order and are responsible for checking the order via the email confirmation. We cannot accept returns

Your rights to make changes.

  • If you wish to make a change to the product you have ordered please contact us on enquiries@palomahome.com quoting your order number. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).

Our rights to make changes

  • Minor changes to the products. We may change the product:

    • to reflect changes in relevant laws and regulatory requirements; and
    • to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
  • More significant changes to the products and these terms. In the event that we need to make significant changes to these terms:

    • we will notify you; and
    • you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

Providing the products

  • Delivery costs. The costs of delivery will be as displayed to you on our website.

  • When we will provide the products. During the order process we will let you know when we will provide the products to you.

  • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

  • If you are not at home when the product is delivered. If no one is available at your address to take delivery, the delivery company will contact you via text informing you of how to rearrange delivery or collect the products from a local depot.

  • If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot our contract will end and the products will be automatically returned to us, and we will issue a refund when the products arrive back at our trading address. If the products supplied are Made to Order, no refund will be available. If you still wish to purchase the products, you will need to place a new order.

  • When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.

  • When you own goods. You own a product which is goods once we have received payment in full.

  • What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your name and delivery address. If so, this will have been stated during the order process. If you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you providing incomplete or incorrect information.

Your rights to end the contract.

  • You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;

  • If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

  • If you have just changed you mind about a product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods as set out in our Delivery and Returns Statement.

  • Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.3 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

    • we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
    • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; and
    • you have a legal right to end the contract because of something we have done wrong.
  • Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

  • When you don't have the right to change your mind. You do not have a right to change your mind in respect of any products:

    • which you have used and / or damaged; or
    • which are made to measure.
  • How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products, unless the products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

How to end the contract with us (including if you have changed your mind)

  • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

  • Email. Email customer services at enquiries@palomahome.com . Please provide your name, home address, details of the order and, where available, your phone number and email address.

  • By post. Simply write to us at the address in 2.1 above, including details of what you bought, when you ordered or received it and your name and address.

  • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at the address in 2.1 above or (if they are not suitable for posting) allow us to collect them from you. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. Any products that are returned must be unused, undamaged, and in their original packaging.

  • When we will pay the costs of return. We will pay the costs of return:

    • if the products are faulty or misdescribed;

    • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

    • In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

  • What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

  • How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

  • Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

  • When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see our Delivery and Returns Statement.

Our rights to end the contract

  • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

    • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or

    • you do not, within a reasonable time, allow us to deliver the products to you.

  • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

If there is a problem with the product

  • How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can contact our customer service team at enquiries@palomahome.com

  • Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

    Summary of your key legal rights

    This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

    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:

    a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

    b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

    c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

    See also clause 8.3.

  • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage. Please email customer services at enquiries@palomahome.com

Price and payment

  • Where to find the price for the product. Products are invoiced in GBP sterling at the price prevailing at the time you place your order. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order. The delivery charge is an additional cost. Details of delivery options and delivery costs will be provided to you during the order process.

  • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

  • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

  • When you must pay and how you must pay. We accept payment from all major credit and debit cards. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

Our responsibility for loss or damage suffered by you

  • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We will not be liable for the delivery of your order as a result of you supplying us with incomplete or inaccurate information.

  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2 for defective products under the Consumer Protection Act 1987.

  • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

How we may use your personal information

  • How we may use your personal information. We will only use your personal information as set out in our privacy policy.

Other important terms

  • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

  • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

  • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

  • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates 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 we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

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