Last Updated: April 2026
These Terms and Conditions govern the trading relationship between us and our customers. By placing an order with us — whether in person, by phone, or online — you confirm that you have read, understood, and agreed to the terms set out below. Please read them carefully before doing business with us.
1. Placing Orders
Orders can be placed via telephone, email, or through our website. All orders are subject to stock availability and are fulfilled on a strictly first-come, first-served basis. We are unable to reserve or allocate stock in advance of payment or confirmed purchase.
For export orders, valid proof of export along with a VAT registration number from the importing country must be provided prior to invoicing. Where this documentation is not supplied, VAT will be applied to the order in full.
Container orders are only confirmed once a signed purchase order and a deposit of 30% of the total order value have been received. The remaining balance must be paid in full before any delivery is made. We will not correspond with third-party customs agents on behalf of customers.
2. Payment Terms
All prices displayed are exclusive of VAT unless stated otherwise. We accept payment by the following methods:
- Proforma Invoice — Required for all orders exceeding £3,000 and for all container orders.
- Cash — Accepted up to a maximum of £9,000 per transaction.
- Cheque — Available to approved account holders only. To apply for a cheque facility, customers must submit a written request after completing their registration and providing satisfactory trade references. A minimum of three months’ trading history with us is normally required before cheque payments are authorised. This facility may be withdrawn at any time and without prior notice. A £50 administrative charge will be applied to any cheque returned unpaid.
- Debit or Credit Card — Debit cards are accepted at no additional cost. Credit card payments are subject to a 2.5% processing charge. Telephone card payments may require written confirmation of card details.
- BACS or CHAPS Bank Transfer — Proof of payment must be sent to us, and the invoice will only be considered settled once cleared funds have been received in our account. All export payments must be made in Sterling.
- Account Credit — Available subject to status and a minimum spend requirement. A personal director’s guarantee will be required. A probation period of at least six months’ trading history with us may apply before account credit is granted.
3. Minimum Orders & Collections
There is no minimum order value for collections made directly from our premises.
Collection hours are strictly 8:00am – 4:30pm, Monday to Friday, and 8:00am – 12:00pm on Saturdays. To avoid unnecessary waiting, we recommend placing collection orders at least one hour before your planned arrival. Customers who repeatedly fail to collect goods that have been picked and prepared may be required to place orders in person upon arrival rather than by telephone in advance.
For deliveries, a minimum order value applies depending on your distance from us. As a general guide:
- Orders delivered within 50 miles — minimum value of £500
- Orders delivered within 100 miles — minimum value of £1,000
Where an order falls below the applicable minimum, a delivery charge will be applied based on the order value and destination. Additional delivery charges also apply to addresses that differ from a customer’s registered delivery address.
4. Delivery
We aim to deliver all qualifying orders within 7 to 10 working days, and many orders can be fulfilled within 1 to 3 working days. Urgent deliveries that fall below the minimum order value will be subject to a carriage charge based on location.
All deliveries will be booked at least 24 hours in advance. At the time of booking, the customer is responsible for confirming that all order details and delivery addresses are accurate, and that the agreed payment is ready for the driver upon arrival.
Customers must ensure that adequate and legal parking is available at the delivery address. Any parking fines or penalties incurred during delivery will be charged to the customer and added to their next invoice. Congestion charge zones must be declared at the booking stage; any congestion charges incurred will be added to the current invoice.
If payment cannot be made available at the time of delivery, or if a delivery cannot be completed for any reason after it has been booked in, a refused delivery charge of between £50 and £100 will apply, depending on the location and size of the order.
All delivery notes and invoices must be signed and printed clearly by the person receiving the goods. All invoices are payable in full.
For health, safety, and security reasons, the following applies to all deliveries:
- Orders valued below £1,000 — the customer must provide at least one person to assist with unloading.
- Orders valued at £1,000 or above — the customer must provide at least two people to assist with unloading.
The customer takes full responsibility for checking all goods at the point of delivery. Claims for shortages will not be accepted after the delivery has been completed. Any damages or shortages must be reported to the driver at the time of delivery, noted on all delivery documentation, and signed by the driver before they leave.
5. Returns & Exchanges
We want you to be satisfied with every order. However, please note the following conditions for returns and exchanges:
- Items that have been incorrectly ordered or where an order has been cancelled cannot be returned for credit.
- Goods being returned for exchange must be in their original, unused condition, with no signs of assembly, and in their original, intact packaging.
- Retailers are responsible for ensuring that their customers open packaging carefully so that it can be resealed, and that all items are fully checked before any assembly begins.
- Goods showing any evidence of assembly, or returned incomplete (including missing fixtures, fittings, knobs, or hardware), will not be credited.
- Assembled goods cannot be returned under any circumstances.
- Damage caused by incorrect assembly or misuse will not be credited. It is the retailer’s responsibility to assess whether an issue results from a manufacturing defect or from assembly or handling by the end customer.
- Risk in the goods transfers to the customer as soon as items are unloaded from our vehicles.
All returns must be accompanied by a valid, authorised returns form. Goods returned without the correct documentation will not be credited. Returns forms can be requested via email or downloaded from our website.
Where returned goods cannot be credited and are not collected by the customer within 7 days, we reserve the right to dispose of the items. A disposal charge of £50 will apply. If the goods are to be returned to the customer, a handling charge of £50 will be applied.
Where applicable, spare parts may be provided to resolve product issues. A charge may apply in some cases.
Prior notice must be given for any goods being returned to our cash and carry department, and the original invoice must be made available at the time of return.
Goods returned via our drivers will only be accepted where they have been authorised by our sales team in advance. Drivers will only collect items that are unassembled, in original packaging, and accompanied by an authorised returns form. A detailed reason for return, along with the original invoice number, must be provided at the booking stage.
We will not be held liable for any losses incurred as a result of incorrect or faulty goods being delivered, or for any losses arising in any other aspect of the day-to-day trading relationship.
6. Courier Collections
All courier arrangements are the responsibility of the customer. At the time of collection, the courier must be able to confirm who they are collecting on behalf of, along with an itemised list of the goods being collected. Payment must be cleared before collection takes place.
All courier collections must be signed for. Courier drivers are subject to the same terms and queueing procedures as all other customers.
Please be aware that due to the nature of courier handling, we are unable to accept returns via courier companies.
7. Direct Customer Delivery
We offer a direct-to-consumer delivery service, allowing you to have orders delivered straight to your end customers. The delivery will be booked in with you as our trade customer, and it is then your responsibility to coordinate the delivery with your customer.
This is a fully managed delivery service. Any items that arrive damaged or with missing components will be rectified at no additional cost. However, where items are damaged by the end customer and require replacement, the cost of the replacement goods and any additional delivery charges will be the responsibility of the trade customer.
Goods will normally be delivered to the door only. We accept no responsibility for any damage caused in moving goods inside a property.
All direct deliveries are accompanied by plain delivery notes showing only consumer-relevant information, with no pricing details included. All orders must be paid in full before dispatch.
In the event that a booked delivery is refused, contains incorrectly ordered items, or cannot be completed because no one is available to accept the goods, a delivery charge will still apply. Most deliveries take place between 8:00am and 6:00pm.
It is the customer’s responsibility to ensure that all booking information is accurate and that their end customer is available to take delivery at the agreed time.
8. Cancellation of Orders
We reserve the right to cancel any order where:
- Payment has not been received within the agreed timeframe
- Goods have been ordered in error
We will notify you promptly should we need to cancel an order for any reason.
9. Product Information & Pricing
We make every effort to ensure that product descriptions, images, and dimensions are as accurate as possible. However, please be aware of the following:
- Colours shown in any catalogue or on our website are reproduced as accurately as the printing or display process allows, and are intended for guidance purposes only. Actual product colours may vary slightly.
- All dimensions are given in millimetres and are approximate. Minor variations may occur between products.
- Design details and product specifications are subject to change without prior notice.
- All prices are subject to change without notice. Any back orders already placed will be subject to any price changes that take effect before fulfilment.
- Bed frame prices do not include mattresses unless explicitly stated.
- All furniture supplied is intended for domestic use only.
- All sofa beds are designed for occasional use as a bed and are not suitable for use as a primary sleeping arrangement on a nightly basis.
10. Catalogues
Each registered customer is entitled to one free catalogue per store. Additional catalogues are available at a charge of £10 each.
11. Changes to These Terms
We reserve the right to update or amend these Terms and Conditions at any time to reflect changes in our business operations, applicable law, market conditions, or our internal processes. The most current version will always be available on our website. Continued trading with us following any changes constitutes acceptance of the revised terms.
12. Contact Us
If you have any questions about these Terms and Conditions or any aspect of your order, please get in touch with our customer services team:
Address: 28 Chester Rd, Birmingham, B36 9BX, England
Phone: +44 1234 67888
Email: info@modern-furnitures.co.uk
Calls may be recorded for training and quality purposes.