Whitten & Williams
Terms and Conditions
1/ Payment details.
A 50% non-refundable payment is required for W&W Upholstery to accept an order. The balance is due in full on delivery or collection. Payment methods accepted are by bank transfer or cheque, and W&W does not hold your payment details on record once the balance has been settled. Any verbal or telephone orders will be confirmed to the client by email. Invoices are required to be paid within 7 days of the date of the invoice.
2/ Fulfilment of order
Our obligation to the client is to deliver on time providing that the materials to complete the work are available at the time the work is to be undertaken. We will keep the client informed at all times of any supply issues, or other factors, such as illness or equipment failure, which can affect delivery times.
Any verbal or telephone orders will be confirmed to the client by email.
3/ Additional work
Additional work, which may not have been apparent when the estimate was provided, will be advised to the client on discovering, and a course of action agreed. This includes items such as (but not limited to) frame repairs which are hidden by the original fabric.
4/ Amendments/Changes made by the client
Once the initial order has been agreed, any amendments/changes made by the client must be confirmed and agreed in writing. Amendments may impact on delivery dates and costs. Any change to delivery date or cost will be confirmed in writing and agreed between both parties before continuing with the work.
5/ Fabric
Whitten & Williams Upholstery do our best to advise customers on suitable fabrics, whether sourced by us or not. Our clients should be advised that pattern matching is not always possible due to the nature, shape, style or positioning of the item. The client should inform W&W in writing prior to commencing work if specific pattern matching is required, and this can be discussed and agreed. The client should note that fabrics can behave unexpectedly and the manufacturing process can cause issues that affect the positioning of patterns/prints/repeats.
6/ Fabric sourced by Whitten & Williams
The client will be asked to pay W&W up front for the total cost of any fabric, including carriage costs, ordered by us. We take responsibility for fabrics sourced and ordered by us, and should there be any faults with the fabric such as flaws or shortage in length, we will rectify/remedy the issue with the manufacturer directly. Where necessary we will inform the client.
7/ Fabric supplied by the client
W&W takes no responsibility for any fabric supplied by the client. Fabric supplied by the customer is at their own risk. Shortage or faults or flaws in fabric supplied by the client is the client’s responsibility.
There will be a further charge if the fabric is supplied in pieces, instead of one continuous roll.
The client must ensure their fabric is suitable for the intended item and complies with the necessary fire regulations.
8/ The Furniture & Furnishing (FIRE) & (SAFETY) Regulations 1988/89, 1993 & 2010
All new fillings and cover fabrics supplied by W&W and applied to furniture manufactured after 1st January 1950 comply with the Furniture & Furnishing (FIRE) & (SAFETY) Regulations 1988. As part of the regulations, a compliance label will be attached to the underside of the client’s item.
The fillings and top fabrics of furniture manufactured prior to 1950 falls outside these compliance regulations. W&W will request written confirmation from the client if they wish to preserve any of the original fillings not covered by the above regulations, for any work on furniture made before 1950. As a result W&W Upholstery would not be able to confirm compliance of the Regulations.
9/ Original covers
The old fabric that is removed from the clients’ furniture will be recycled/discarded/destroyed. The client must provide written confirmation, prior to commencing the work, if they want the old fabric returned to them.
10/ Delivery
We offer a free collection and delivery service within a 5 mile radius of our workshop (TN4 0BA). Anything outside this radius will be subject to a collection/delivery cost and a charge will be agreed prior to commencing work. Upon delivery, the client will be asked to sign a document confirming receipt and condition of the item.
11/ Aftercare
W&W Upholstery cannot be held responsible for the present or future behaviour of fabrics/trims, such as wearing and deterioration, stretching, shrinking, staining, cleanability, fading or damage to the person or property. Where it has been sourced by W&W, a copy of the fabric technical specification can be provided to the client upon request, confirming the manufacturers recommended cleaning instructions.
The client should note that cleaning products will cause damage to most fabric. Do not use any cleaning products unless the manufacturer specifically advises. Steam cleaning can cause shrinkage.
12/ Data Protection
All personal data collected by Whitten & Williams will be held securely in accordance with the Data Protection Act 1998 (DPA) which defines the law on the processing of data on identifiable living people. W&W will never share your details with any third party, other than that required to fulfil your order, for example, courier for delivery purposes.
13/ Non-payment
Any invoices that are overdue will be subject to a 5% interest charge per month.
14/ Estimates
Estimates are valid for 3 months
15/ Customer Satisfaction
It is our sole aim at W&W Upholstery to provide the client with quality items and service. We strive for 100% customer satisfaction.
Should the client have an issue they should send an email to info@ww-upholstery.uk within 7 days of receiving the item, advising of their issue and providing photos where required. Any complaints or concerns will be treated as a priority and dealt with swiftly.
If your complaint is received after the 7 day period any required work will be subject to charge.
16/ Corrections
Any corrections that the client wishes to make, that are not the fault of W&W Upholstery, will be charged accordingly. W&W will not be held responsible for charges from other companies that the client has asked to make corrections.***
17/ Insurance Claims
Where work is undertaken in relation to an insurance claim, W&W Upholstery accepts this work on the clear understanding that the client named on the estimate will be liable for the full payment. In exceptional circumstances, where the insurers wish to settle the account directly with W&W, the payment is to be made in full prior to work commencing and with a written agreement between all 3 parties.
18/ Imagery/Photographs
Images/photos will be taken of the clients’ items and will be shared on social media sites, such as Facebook and Instagram. Images may also be used on the Whitten & Williams Upholstery website portfolio to showcase the variety and quality of the work produced. If the client does not wish for their items to be photographed they must advise W&W Upholstery in writing prior to work commencing.