Terms and Conditions

Shopping at wheninhome.co.uk

1.1 You can order items displayed on this website by (a) Using the online shopping facility, (b) Telephoning us on one of the designated company telephone numbers

1.2 Once an order is placed using the online shopping facility you will receive an email confirmation automatically

1.3 If for any reason we are not able to fulfil your order we will contact you at the earliest possible opportunity to advise you of this. At this point you as the customer reserve the right to change or cancel your order. Any payments paid or due will be adjusted as the circumstances dictate.

1.4 Any items that are specialist manufactured on demand are subject to a minimum of 30% non-refundable deposit and may require an increased to the standard delivery lead-time (See rule 6.14)

1.5 If we prepare the goods in accordance with your specifications or instructions you must ensure that:

1.5.1 the specifications or instructions are accurate;

1.5.2 goods prepared in accordance with those specifications or instructions will be fit for purpose for which you intend to use them; and

1.5.3 your specifications or instructions will not result in the infringement of any intellectual property rights of a third party, or in the breach of any applicable law or regulation.

Prices on wheninhome.co.uk

2.1 Our current prices are as displayed on the website. We will endeavour to ensure that the prices shown on this website are correct. If for any reason the price(s) of any item(s) are incorrect at the time you place an order with us, we will contact you at the earliest possible opportunity to advise you of this. At this you as the customer reserve the right to change or cancel your order. Any payments paid or due will be adjusted as the circumstances dictate.

2.2 All delivery charges are included in the total amount payable which you will have the opportunity to check before confirming your order.

2.3 International delivery charges can be accessed through our online shopping cart by selecting the chosen country before checking out.

2.4 All prices are inclusive of VAT charged at the current rate.

Payments on wheninhome.co.uk

3.1 You can pay for your goods using Paypal or by Visa, MasterCard or American Express credit cards. You can also pay by Switch, Solo or Delta and Visa Electron debit cards. You can also pay for your goods by Cheque or Postal Order. We currently charge Credit/Debit card accounts within one working day from date of order. All Credit/Debit card transactions conducted over the Internet are secure and encrypted to minimise the risk of third party attack and misuse of the details therein.

3.2 When placing your order online or over the phone we will check with you the size, colour and quantity before taking payment. Once the payment has been taken your order will be completed, a completed order is part of a legally binding contract and cannot be cancelled by the customer without charge (however we can make a reasonable amendment to a non bespoke order before dispatch without charge).

3.3 Cards registered outside the UK are not accepted without prior agreement. If you use a non UK registered card the payment will still be taken. We will subsequently cancel the order and apply a refund. Refunds can take up to 7 days to show on your account.

Delivery of Goods from wheninhome.co.uk

4.1 Currently we are unable to deliver any wooden furniture orders to Northern Ireland, Republic of Ireland, Isle of Man, Channel Islands, Jersey, Guernsey, the Highlands and some areas of Scotland.  Restricted postcodes are stated below:

  • BT, IM, JE, GY, HS, PO30-41, PA20, PA34-38, PA41-49, PA60-80, PH42-44, PH49-50, ZE, K27-28

4.2 Although you may enter a delivery address that differs from the cardholders address, for anti-fraud reasons we reserve the right to deliver to the cardholders address on your first order, We will notify you of this change and may require further identification to proceed with your order.

4.3 We will endeavour to deliver your goods as soon as possible and will try to meet your delivery instructions. We will make every effort to deliver your goods within the time stated on our website but we will not be liable or offer any compensation for any loss caused to you by late delivery.

4.4 If you refuse a delivery without prior consent from When in Home or wish to cancel your order after dispatch, then you have broken your legally binding contractual agreement to accept delivery of the goods you have purchased. You will be liable for the delivery and return of delivery costs along with the 3.5% banking transaction refund fee plus a £10 administration fee.  Please note, for all orders which include wooden furniture purchases please see rule 4.12

4.5 Premium deliveries, i.e. AM and Saturday services, carry a surcharge. A third party company handles our deliveries and we cannot offer a 100% guarantee that deliveries will arrive on time(Please Note that the couriers will allow 15 minutes past the hour to complete the delivery). We will however refund the surcharge should it fail to reach you by the agreed time. You will still be expected to accept the late delivery, as this is not a guaranteed service. (rule 4.4 would apply if you refuse delivery)

4.6 If you do not receive your goods within the stated delivery period please contact us by email and we will contact our couriers on your behalf, alternatively we will give you your consignment number for you to use our online tracking system to monitor your delivery.

4.7 It is your responsibility to check the condition of the goods upon delivery before signing for them. If the goods appear damaged please state this on the delivery documentation “goods arrived damaged” this will help us to make claims on your behalf from the couriers should the item prove to be beyond repair. If you sign for a ‘clean bill of delivery’ or ‘unchecked’, any insurance claims against the courier for damage in transit will be void.

4.8 Items you order from When in Home may sometimes be sent in more than one delivery, even if you’ve requested that you receive them all together. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately or at a later date. Regardless of the number of deliveries you receive, you will only be charged the amount that was originally quoted to you at the time you placed your order. (unless there are multiple delivery addresses or has been agreed otherwise)

4.9 If for any reason there will be no one home to accept your delivery you can leave a signed note, which the couriers need to take as proof of delivery, instructing them to leave your goods in a ‘safe’ place. By doing so you are accepting a ‘clean bill of delivery’ as When in Home will be unable to make a claim on your behalf if the parcel is stolen or has been damaged in transit.

4.10 Due to the size of certain items, on rare occasions it may be necessary to assist the delivery driver to unload your goods.

4.11 Pallet deliveries will be attempted once only free of charge. If the delivery fails for any reason it will be the customers responsibility to cover the costs.

4.12 For all wooden furniture orders, a speciality courier will undertake delivery.  A date and time will be suggested and agreed, however this courier will only attempt delivery once so we kindly ask all customers to ensure someone is home at the specified time to sign for delivery.  If delivery is attempted and no one is available the order will be returned to the warehouse.  Delivery can then be re-scheduled but this will incur a ‘failed delivery’ penalty charge to which will need to be paid by the end customer prior to re-delivery.


5.1 All goods are shipped from the United Kingdom, where When in Home Ltd is based. If your delivery address is outside the United Kingdom, you may be subject to import duties and taxes, which are charged when the shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country; When in Home Ltd advises each customer to contact their local customs office for further information. Please note that cross-border shipments are often subject to inspection by customs authorities and this can sometimes cause delays in delivery.

5.2 IMPORTANT NOTE: You may also be responsible for payment of import duties to your local authority. Please note that for many countries, we are required to declare the total value of goods shipped, even when that order is a gift.

5.3 These charges are often collected by your Postal Service and may be described by them as “Postal Charges”. If you decide not to pay these charges, then your order will be returned to When in Home Ltd in due course. Our returns policy dictates that we can only refund you when we receive the goods. (rule 4.4 would apply)

5.4 Unfortunately, the actions of individual customs authorities are out of our control, the purchaser is responsible and we accept no liability for their actions.

5.5 Where an order consists of ‘in stock’ items and ‘coming soon’ items we will wait until the whole order is ready for dispatch, unless otherwise requested.  If an order is split into multiple deliveries then an additional delivery charge of £30.00 will be applied.  (excluding any postcode surcharges which would also be applied)

Return of Goods

6.1 We believe that you will be delighted with your goods, however, in the event of you feeling that it is necessary to return the goods we will keep the process as simple and professional as possible.

6.2 Please note: Purchases made using our Credit Facilities are subject to the separate agreement, which accompanied your application form (copies available from Customer Services)

6.3 When in Home Ltd offer a standard 14 day returns policy which means that if for any reason you are unhappy with your purchase, you can return goods in original condition within 14 days of the date you received goods, unused and in original packaging with contents in the condition they were delivered. When a return is accepted When in Home Ltd will provide necessary instruction for returning. On return When in Home Ltd will issue a refund for the price you paid for the goods only excluding any packaging and handling, original delivery costs incurred by the company and a 3% transaction fee. PLEASE NOTE: The 14 day cooling off period under the distance selling regulations does not apply to goods that are prepared/made to order. This includes some of our sofas which are manufactured to order. Where this is the case it will be stated in the listing that they are made to order.

6.4 To start the return process we request customers email us at [email protected]  Once the email is received, we aim to reply within 24 hours providing clear instructions on how the order will be returned to us.  Please be aware that any orders including wooden furniture can be collected by us, but this will be at a cost to be advised.  All non-wooden furniture orders are the customers responsibility to return.

6.5 Where appropriate, the cost of any items found to be damaged in transit, not in correct working order or missing from an order will be refunded within 30 days of receiving the items back.

6.6 When taking delivery of any order we advise customers check the packaging in full before signing for delivery.

6.7 Should there be any fault with your order or a wrong item being received, we request notification through email – [email protected] within 7 days of taking delivery.  We will then arrange for an exchange or refund.  In some instances we may ask for photographic evidence before the returns process is initiated.

6.8 The provisions in this rule relate only to goods: Goods once used, cannot be returned without a valid reason. When in Home Ltd reserve the right to repair or replace any goods proven faulty. If you return your goods unauthorised then we reserve the right to refuse or refund your account less a minimum charge of 50% subject to a commercial decision being made upon inspection of returned goods. However we reserve the right to refuse any refund if our contractual terms are broken.

6.9 If goods are returned unused but without the original box we reserve the right to refuse the order or refund/credit you minus a re-boxing fee. We will contact you if this is applicable.

6.10 We reserve the right to grant refund by way of a credit note or Internet points (unless faulty) to the value of the refund in rule 6.8

6.11 In the event of a warranty claim you may be required to upload photographic evidence to your online account or via other sources.

6.12 Please Note: If your time has expired to return your goods or register your limited warranty within the terms and conditions set, then your right for customer service will also have expired.

6.13 Items, which are advertised, as ‘Free of charge’, ‘On Sale’ or “Clearance” cannot be returned for refund or exchanged, however we may be able to offer an upgrade service.

6.14 If you place an order then later have a change of heart and wish to cancel, and your order has been processed but not despatched, then cancelled orders will be subject to a banking 3.5% Transaction and a potential refund Fee plus a £10 administration fee. (see rule 4.4 if goods have been despatched)

6.15 If at any point the customer wishes to cancel a bespoke order  then the 30% deposit will be non refundable. If payment has been made in full then you will only be entitled to a 70% refund, as transaction fees systems work will have already been carried out on your behalf. However we reserve the right to refuse your request for refund when full payments have been made when manufacturing bespoke work upon your instructions. If other payment terms have been agreed then you would still be liable to pay for the goods you have ordered in full if you decide to cancel and any stage of production, or a minimum of 30% of the cost of the total order would be mandatory (see rule 1.4)

6.15.1 If you have placed an order for a stock item we can provide a storage holding pen for up to 30 days, you must accept delivery after this time has expired, as storage can be costly. If we have stored your order for over 30 days and you them decide to cancel the order then we will refund your account less 30% of the total order. If you would like us to store your item(s) further then we can offer a quotation for this service depending on the size of your order.

6.16 If you are a hire company you are limited to a 30 day warranty before use with any purchase due to the third party nature of your business. We advise you take commercial insurance for any maintenance/damages. (click here for insurance details)http://www.galatent.co.uk/marquee_marketing.asp

Customer Services

7.1 When in Home Ltd will endeavour to answer any customer query within 12 hours of receipt of message.

7.2 Your query will be dealt with promptly unless unforeseen circumstances occur, please allow up to 7 working days for the customer services team to resolve your query or claim.

7.3 If for any reason a decision cannot be made within 7 working days, we will investigate your query thoroughly and keep you updated as to its progress.

7.4 If we find that your claim is not valid you will be contacted stating the reasons for our findings, details will be posted in your online account.

7.5 If you are still unsatisfied with the outcome at this stage you have the right to take your case to a suitable arbitration service.

7.6 By law, you have the right to withdraw from your purchase of an item within seven working days of the day after the date goods are delivered to you. This applies to all of our products except goods which are subject to being a specialist manufacture items (see rule 1.4 and rule 6.14).

7.7 Please note that you any returns made from outside of the United Kingdom will be exempt from the free returns policy and the costs associated with returning will be the responsibility of the customer.

7.8 You should be aware that once we begin the delivery process you will not be able to cancel the legal and binding contract. (see rule 4.4)

7.9 Any products which are damaged caused by incorrect storage, use, erection or weather related issue will not be covered by our warranty.

7.10 We reserve the right to send a replacement part of a product rather than exchange the whole item if this part is proven faulty. Our products are designed to be able to swap parts easily to enable customers to keep them going for years.

Our responsibility to you

8.1 We will not be responsible for any losses resulting from your use or the inability to use our website or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances which are beyond our control.

8.2 We will not be responsible for your loss of profits, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong.

8.3 You will be responsible if you use this website in breach of these terms of use and will reimburse us for any loss that you cause to us as a result of your misuse.

8.4 We make no promise that our website will be uninterrupted or entirely error free. Because of the nature of the Internet, the shopping online service is provided on an “as is” and “as available” basis. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.

8.5 We make every possible effort to illustrate size and dimensions in our product descriptions. All sizes are based on assembled and pre-assembled measurements, and therefore approximate and may vary slightly. Product descriptions and images are for sole identity of the products.

8.6 When printing and branding we endeavour to re-produce from your images as close as possible however, colours and sizes can vary and the quality of the print is produced within the quality of the images provided by you. We cannot guarantee delivery time on bespoke jobs, 28 days is a standard guideline but may take longer in busy periods and we cannot compensate for losses caused by late delivery.

Copyright/Trademarks/Patent/Data Protection

9.1 All rights in the designs, images, descriptions, text, patents and information listed on our website are owned by When in Home Ltd. Copyright, trademarks and other intellectual property rights protect them.

9.2 You may view, copy and print portions of our website for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose.

9.3 We do not offer any copying rights whatsoever of our intellectual property, which may cause loss or financial damage to When in Home Ltd.

9.4 By placing an order with When in Home Ltd you also agree to our Confidentially Agreement

9.5 We will use the information, which you provide, and the records of items you buy to constantly monitor and improve our service and for marketing purposes in accordance with our Privacy Policy.

Links to other websites

10.1 Our website contains links to other websites which When in Home are not under the control of and are not maintained by us. These links are provided for your convenience only and we are not responsible for the content of those sites.

10.2 We may change or withdraw any part of our website, or may refuse you access to the website at any time if we consider it necessary.

10.3 The laws of the United Kingdom govern these rules and terms and only the courts of the United Kingdom will decide any disputes.

Price Beat Promise 

11.1 Price must be from a retailer and not online auction e.g. eBay

11.2 Item must be in stock where cheaper price has been found & When in Home

11.3 Price must be inclusive of VAT & Delivery

11.4 Item must be identical and in brand new condition

11.5 When in Home reserve the right to decline price beat promise if the sale price would cause a financial loss to us

11.6 Not applicable on items sold for less than £200

11.7 When in Home reserve the right to remove this promotion at any time without notice and reason.