Terms & Conditions | Siblingz

Introduction to Siblingz’ Terms and Conditions

You can purchase with Siblingz Limited by placing your order online, calling us or sending an e-mail. Visit our contact us page for full contact information. Orders placed via siblingz.co.uk and with Siblingz Limited can only be delivered within the United Kingdom. If you’re based outside of the UK, please email us on hello@siblingz.co.uk to find out if the Siblingz Limited can deliver to where you are.

We strive to provide an excellent service to all of our customers. Please use our Frequently Asked Questions and Terms and Conditions to find the answer to any questions you may have, alternatively contact us and we’ll be happy to help you in any way we can.

Siblingz Limited is environmentally aware and makes every effort to recycle waste packaging where possible.

Company Information & Terms of Sale

Company name: Siblingz Limited

Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Company registration number: 09941153

VAT number: 232 3106 59

1. Purchasing, Pricing & Payment

1.1. Who we sell to

Siblingz offers products and services to Business and Private Clients alike. However it should be noted that some of our products as designed either specifically for commercial environments or specifically for residential environments and customers should take note of quoted specifications to ensure the products they purchase from us comply with relevant regulations and safety requirements.

Our standard delivery service is kerb side only and appropriate to the size and handling requirements of the product. This might include the use of larger trucks and/or pallets; in most cases we are not able to facilitate timed delivery and our drivers will not bring the goods into the property. Furthermore, some items are exceptionally heavy and/or large and may be difficult to deliver to a residence. Additionally, there are some items that we cannot sell to residential customers for legal reasons (see #6.4).

If you are ordering as a private individual and not on behalf of a business, we ask that you please check our T&Cs and also read our product description and specifications carefully to assess whether the goods are suitable for use in your home before placing your order with us. Please also note that our prices are shown inclusivice VAT as default (see #1.2). We reserve the right to cancel or decline any orders where we consider our goods to be not suitable for the intended use, however reiterate that it is the responsibility of the customer to confirm suitability and we accept no responsibility for items that are not suited for purpose.

1.2. Prices

All prices are in GBP. All of our prices are shown inclusive of VAT as default. VAT will be shown separately at checkout.

We reserve the right to change our prices at any time. In the event that a product is listed with an incorrect price or incorrect information due to typographical error or to incorrect information received from our suppliers, Siblingz Limited has the right to refuse or cancel any orders placed for that product.

1.3. Payment methods

We welcome payment by credit card and debit card and accept all major providers with the exception of American Express. Alternatively, if you are purchasing on behalf of a limited company you can opt for an invoice (subject to conditions, see #1.4). Payment can also be made in advance by BACS. Should you wish to receive a pro forma invoice please contact us. We no longer accept payment by cheque. Siblingz reserves the right to ask for an alternative method of payment for any order.

1.4. Credit accounts

At this stage Siblingz Limited does not offer credit accounts to customers. Customers opting to make use of facilities such at PayPal Credit do so in agreement with PayPal and Siblingz Limited is under no circumstances is Siblingz Limited a party to such a transaction. Siblingz reserved the right to offer payment terms in certain circumstances and can be discussed on a case by case basis.

1.5. Leasing

Siblingz does not offer a leasing facility as standard. However customers are free to enquire directly on any special arrangements that can be accommodated. This will be subject to specific T&C relating to such transactions.

1.6. Order processing and confirmation

Siblingz Limited will confirm your order in writing to the e-mail address supplied. Orders are processed manually by our customer service team and an order confirmation will be sent typically within 24 hours. Orders placed on weekends or bank holidays will be processed on the next working day. We ask that you please check your order confirmation for any errors and inform us as soon as possible should any corrections be necessary. Please note that neither the processing of a payment nor the receipt of an order confirmation constitutes a legally binding contract. We reserve the right to cancel an order at any point prior to invoice. Should the need to cancel an order arise, Siblingz Limited will communicate this to the customer in writing.

1.7. Promotional codes

If you have a valid promotional code, you can enter this code when you get to the Checkout page when placing your order. Each promotional code has its own time constraints and percentages. Promotional codes cannot be used in conjunction with any other offer (including discounted prices and package deals).

Only promotional codes as advertised on siblingz.co.uk or on direct marketing from Siblingz Limited are valid; codes available on third party websites may not be valid. If you are experiencing any problems entering your promotional code, please do not hesitate to contact us.

Promotional codes advertised by affiliate partners must be approved for use by Siblingz Limited for the affiliate to advertise. Any affiliate partner advertising unauthorised promotional codes will have the affiliate commission cancelled.

Siblingz Limited reserve the right to withdraw promotional codes at any time without notice.

1.8. Quotations

We would be happy to provide you with an official quotation for any goods that you are looking to order. Quotes are valid for seven (7) days from date of issue. Please contact us.

1.9. Proforma invoice

Should you wish to pay by BACS transfer, we would be happy to provide you with a proforma invoice for any goods that you are looking to order. We also reserve the right to send a proforma invoice to any customer to request pre-payment if we are unable to offer credit when requested. Proformas are valid for seven (7) days from date of issue. Please contact us.

1.10. Overpayment

In the event that you make any overpayment to us, we will repay the amount at your request. If repayment is not requested by you, we will contact you to advise you of the overpayment at the earliest opportunity and repay the said amount once we have received confirmation from you. Should you fail to request repayment or to respond to our attempts to contact you with regard to this matter within one (1) year of the date upon which the overpayment was made, we shall be entitled to retain any such overpayment. You will not be entitled to any interest on the overpaid balance for the time it was held by us.

1.11. Title

Siblingz Limited retains full title to the goods until payment in full has been received.

1.12. Payment Security

Your online payment is secured processed by Wix Payments. Wix Payments complies with the Payment Card Industry Data Security Standards (PCI DSS).

2. Delivery & Assembly

2.1. Where we deliver

We deliver to the whole of the UK. However, deliveries to Northern Ireland and all non-mainland islands are subject to additional charges (see # 2.2). We cannot deliver to addresses outside of the UK.

For residential addresses we can deliver to the front door only. For business addresses we will deliver to goods-in or a ground floor reception provided there are no stairs impeding access to the building. We may be able to arrange delivery to a different floor if required; this will incur an additional charge (see #2.5). Please contact us for details. Please note that packaging and pallets will not be removed (see #2.3).

2.2. Delivery charges

Delivery to mainland UK is FREE of charge for orders over £1000.00 (incl. VAT). All orders under £1000.00 (ex. VAT) will be subject to a delivery charge of £100 (excl. VAT).

Delivery to Northern Ireland, Scottish Islands, Channel Islands, Isle of Wight, Isle of Man and other offshore destinations will not be paid by Siblingz Limited and is charged separately regardless of order value. These additional charges cannot be applied automatically on our website and, should you place an order online at siblingz.co.uk, we will need to contact you to discuss additional delivery charges and take payment before we can despatch your goods. We recommend that you contact us in advance for a delivery quote to these areas. Alternatively, we can deliver to a port or shipping company of your choice. Please note that, should you arrange your own onward transport, we accept responsibility for potential transport damage only as signed for at the address to which we have shipped and not to your final destination (for our transport damage policy see #3.1 for business customers; #4.1 for residential customers).

2.3. Delivery conditions

It is the customer’s responsibility to ensure that the delivery information provided is correct, that someone is available to accept the goods on delivery and that there are no physical restrictions or parking restrictions that would prevent access by the delivery vehicle. If we cannot deliver due to incorrect information being supplied by the customer or if no-one is available to accept delivery, the goods will be returned to the depot. If this occurs, then the customer will be charged for redelivery. Please contact us for details.

Delivery is made to the ground floor only. For residential addresses we will deliver to the front door. For business addresses we will deliver to goods-in or a ground floor reception provided there are no stairs impeding access to the building. It is the customer’s responsibility to inform us if delivery is not to ground floor. A carry-in service can be arranged at an additional charge (see #2.5).

Larger deliveries will be made on a pallet. The customer is responsible for removing the goods from the pallet and disposing of all packaging, including the pallet itself. If you are unable to do this, please contact us in advance of delivery. We ask that you retain all packaging and pallets until you are sure that you do not wish to return the goods.

2.4. Delivery times

We aim to deliver your order as quickly as possible. Our delivery times vary from product to product. The delivery times shown on our website are an estimated time of arrival for your goods and, while we expect to be able to deliver your goods accordingly, we do not guarantee delivery within the timeframe specified. Please note that delivery times are shown in working days and do not include weekends or bank holidays. Delivery to more remote areas may add 1-2 days to the estimated delivery time. We will confirm your estimated delivery date on your order confirmation. We strive to keep you updated should there be any delays to your delivery but do not guarantee delivery on the day specified. Please note that a longer delivery time on one item may delay your whole order; please contact us if you require us to split your order. We reserve the right to part deliver your order.

Please note that lead times of products manufactured to order is separate from delivery times. Typical lead times for manufactured to order items are 4 - 12 weeks depending of raw material supply, waiting lists and product demand. Siblingz Limited work very closely with their supplier to ensure these times are kept as short as possible but customers should be aware of these timelines and not order products where time is of the essence as exact delivery dates cannot be guaranteed.

2.5. Assembly and carry-in services

Many of our products are delivered flat packed in order to keep our costs as low as possible for you, our customer. You can find this information under the product specifications on each product page. On orders over £1000 (ex. VAT) in value, we are able to arrange for the product to be assembled and installed for an additional charge. Please contact us for more information. Unfortunately, we are currently unable to offer this service on orders under £1000 (ex VAT) in value.

If you wish for your goods to be brought into the property, we are able to provide a white-glove delivery service where a two-man team will deliver to your room of choice, unpack the goods and dispose of the packaging. This is a chargeable service and is not available on all orders. Charges start at £90 dependent on geographic area; please contact us for a quote. It is the customer’s responsibility to ensure that access routes into the building, including doorways, stairways and lifts, have been measured to ensure that the goods can be moved into position. In the event that the delivery team cannot deliver the goods to the floor or room requested due to physical restrictions, Siblingz will not refund the delivery charges and reserves the right to charge a restocking fee to cover the costs of returning the goods to our depot; for made-to-order goods this will be the full value of the goods. If you are unsure of any dimensions, please contact us.

2.6. Orders damaged or lost in transit

For orders damaged or lost in transit, please refer to our Returns Policy (#3.1 for business customers; #4.1 for residential customers).

2.7. Delivery terms

Our standard delivery terms are DAP: Delivered at Place. Should you choose to purchase using your own pre-arranged transport, FCA: Free Carrier terms apply; the customer then becomes responsible for arranging transport, insurance claims and all other transport issues. We will not provide additional discount on orders where the customer has chosen to arrange their own transport. All delivery terms are in accordance with INCOTERMS 2010. Cargo is delivered in accordance with Orgalime S2000.

2.8. Force Majeure

Siblingz is not liable for any delay or failure resulting from an Act of God, war, riot, extreme weather conditions, strikes or any other circumstances beyond our control. Specific exclusions to this liability also include direct and indirect consequences of any government imposed lockdown measures, forced isolation or access restrictions within city centres.

3. Returns, Damages, Cancellations & Changes for Businesses

Please note that Siblingz has separate policies for business customers and consumers/residential customers (defined by the Consumer Rights Act 2015 as “an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession”). Please ensure you refer to the correct policy. The below applies to business customers only. Contact us if you are in any doubt about which part of our policy is applicable to you.

3.1. Orders damaged or lost in transit

Whilst we strive to keep delivery damages and losses to a minimum, there are occasions where products can be delivered damaged. In the event that your goods arrive damaged, please follow the procedure outlined below. We will endeavour to come back to you with a resolution as soon as possible and no later than two (2) working days after notification of the damage.

Please help us by checking your goods on delivery; you have the right to ask the delivery driver to wait while you check your goods. If there is any visible damage, you have the right to refuse the delivery. If you choose to accept the delivery with any visible damage, please ask the driver to take a photo and/or make a note on their delivery documentation of the damage in question. Please note that by accepting the delivery you do not assume responsibility for the damage. Please contact us to let us know of any damage as soon as possible, and no later than three (3) working days after receipt of your delivery, so we can arrange a replacement if needed.

You also have three (3) working days from the date of delivery to unbox your goods and check the product itself for any hidden damage and to ensure all parts have been included in the delivery. Hidden damage or shortage must be reported to our customer service team within three (3) working days of receipt of your delivery. If your delivery includes a large number of items and/or you are not yet ready to assemble your goods, we do still ask that you endeavour to check all goods delivered within this time frame.

Please note that after three (3) working days returns will not be accepted on the grounds of damage and you may be liable for any return and replacement costs. In order to facilitate damage claims, we will require photos of the damage both to the packaging and product. Siblingz will not accept damage claims on goods that have been moved to a different building or site from that to which we delivered.

In the event of a damage claim, the customer has the right to replacement goods (or replacement parts, depending on the damage in question) to be provided free of charge or to a full refund (including any delivery charges). As an alternative solution, Siblingz may offer to repair goods on site where possible and where acceptable to the customer; the customer has the right to refuse this offer and to receive a replacement or refund instead. Siblingz accepts no further liability to the customer.

3.2. Right to return unwanted goods

The following returns policy covers goods that are to be returned to Siblingz because the customer has ordered the wrong item or no longer wants the goods ordered. Goods that have been damaged upon delivery are covered by our transport damage policy (see #3.1). Goods that are faulty or deemed not fit for purpose are covered by our product guarantee (see #5).

3.2.1. Returns Policy

The customer is entitled to return the goods within 14 days of delivery under the following conditions. Please note that returns will only be accepted if the customer has written consent from Siblingz Limited before the goods are returned. Goods must be unused, unassembled, in original packaging and resalable condition. Charges for returning unwanted goods will be applied as outlined below. Please note that any delivery charges will not be refunded. We ask that you retain all packaging and pallets until you are sure that you do not wish to return the goods. Please contact us to discuss your return.

3.2.2. How to return goods to Siblingz

The customer has two options when returning goods to Siblingz.

Collection of the goods by Siblingz

Siblingz can arrange collection of the items to be returned. We will apply a small charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows:

- Value of goods to be returned below £100 ex. VAT = £9.99 ex. VAT
- Value of goods to be returned £100 and above ex. VAT = 10% of goods value (ex. VAT)

Please note if the goods require collection from a non-UK mainland address then Siblingz will apply an additional charge for the return transport (P.O.A.).

It is the customer’s responsibility to be present at the time of collection and ensure the goods are ready for collection. If the goods were delivered on a pallet, they must be re-palletised, wrapped and secured prior to collection. Siblingz reserves the right to charge an additional fee should a pre-arranged collection be missed or the goods not be ready for transport.

We ask customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

Siblingz accepts full responsibility for the condition of the goods from the point of collection from the customer’s premises. A refund will be processed of the full amount agreed with the customer (see #3.3.4).

Returning goods to Siblingz on your own transport

Customers have the option to return goods themselves at their own expense and risk. If you prefer to use your own transport company, please contact us to obtain a return address and instructions.

Please note that if return transport is not arranged by Siblingz then the customer is responsible for the condition of the goods until they are received and signed for at the return address provided. Siblingz will not cover any damages on returned products caused by the customer’s transport company and deductions will be made from the amount due to be refunded.

3.2.3. Charges

In addition to collection fees as outlined in #3.2.2., Siblingz Limited will charge an additional restocking fee of 30% for products that are being returned because they are unwanted or were misordered by the customer.

After such charges have been applied, Siblingz will then rate the condition of the goods to determine the refund to be offered to the customer (see #3.2.4.).

Please note that any charges for delivery, carry-in service or assembly will not be refunded.

The above charges will be taken off the final refund figure.

3.2.4. Processing a return and determining the refund amount

Siblingz will ask the customer to provide us with photos of any goods due to be returned. We reserve the right to ask for additional photos if necessary. Our customer service team will use the photos provided to assess the condition of the goods against the scale below. This scale will determine whether any deductions need to be made to the refund depending on the condition of the goods. The assessment is made at the discretion of the customer service team; if the customer disputes the decision, we will ask for additional photos or evidence to support that claim.

If Siblingz has arranged the collection, the refund amount will be agreed with the customer prior to collection. If the customer is using their own transport company, Siblingz will rate the products again upon receipt of the returned goods and then process the refund accordingly. We will advise the customer if deductions are to be made.

Excellent condition/ resalable as new (No deduction; full refund less charges as applicable – see #3.2.2. and #3.2.3.)

Original packaging, sealed as it was upon delivery or with minimal discreet tape to seal the box if necessary
All parts, components and instructions included
Unused
Unassembled
No damage to either product or packaging

Good condition (20% deduction in addition to applicable charges see #3.2.2. and #3.2.3.)

Some damage to original packaging, packaging has been resealed such that the box does not appear as new
All parts, components and instructions included
Unused
Unassembled
No damage to product itself

Fair condition (50% deduction in addition to applicable charges see #3.2.2. and #3.2.3.)

Any of the following:

Missing original packaging
Missing some parts, components or instructions
Signs of use
Assembly of certain components
Slight damage to product itself

Poor condition (80 – 100% deduction in addition to applicable charges see #3.2.2. and #3.2.3.; Siblingz may refuse to accept the item as a return)

Any of the following:

Missing original packaging
Missing a number of parts and components
Major signs of use
Product has been assembled
Item is damaged and needs to be scrapped

3.2.5. Goods that cannot be returned

The customer does not have a right of return if the goods fall into one of the following categories.

Made-to-order products. Some products in our range are marked as made to order and cannot be returned. These products are highlighted as such on individual product pages on our website. You can find this information under the product specifications. It will also be confirmed on your order confirmation. You must contact us immediately and no later than 24 hours from receipt of order confirmation if you wish to cancel. Refused deliveries of made-to-order products are not eligible for a refund or credit.

Made-to-measure matting. Matting cut from the roll, whether by the customer or by Siblingz, cannot be returned. We recommend that the customer request a matting sample before ordering.

Personalised products and specially ordered items outside our standard product range. This includes products that have been built or customised to your requirements, e.g. a different colour or a bespoke size, as well as products that the customer asked Siblingz to source from outside our standard range.

Goods ordered over 50 in quantity unless a product sample (see #6.6.) has been ordered prior to placing the order for the full quantity.

Goods with a total order value of more than £1000 in value (ex. VAT) unless product samples (see #6.6.) have been ordered prior to placing the order for the full quantity.

3.2.6. Exchanges

In the event that the customer makes an error with their order and requires an exchange, Siblingz reserves the right to apply charges for collection, re-delivery and processing the return. The original goods must be in resalable condition as per the above criteria.

3.2.7. Refunds

A refund and/or credit will be given via the original payment method. We will process your refund and/or credit within 14 days of receipt of your return or request for cancellation.

Please note that delivery charges will not be refunded. This includes charges for upgraded or non-mainland delivery unless Siblingz failed to provide the service as agreed.

3.3. Cancelling an order

If you wish to cancel your order, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that cancelling your order after dispatch may incur additional costs. Depending on the size of the goods, these charges may be high. Siblingz reserves the right to charge any amount up to the full value of the goods if cancelled prior to delivery. Once goods have been dispatched, any delivery charges will not be refunded. The customer does not have the right to cancel made-to-order items (as specified in the product description) after the first 24 hours; any cancellation of such items will be charged at the full value of the goods.

3.4. Refused deliveries

If the goods are refused on delivery or if we cannot deliver due to incorrect or insufficient information being supplied by the customer (see #2.3), Siblingz will return the goods to the depot and contact the customer to arrange redelivery. If this occurs, then the customer will be charged for redelivery. If the goods are no longer wanted or redelivery cannot be arranged with the customer, Siblingz will consider this a cancelled order (see #3.3) and reserves the right to charge the customer any amount up to the full value of the goods.

If the order is refused on delivery due to visible transport damage, please refer to our policy on orders damaged or lost in transit (see #3.1.). We will not apply charges in this circumstance.

3.5. Making changes to your order

If you wish to change your order in any way, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that changing your order after dispatch may not be possible and/or may incur additional costs. We will do our best to accommodate your changes but cannot guarantee that we will be able to do so.

4. Returns, Damages, Cancellations & Changes for Consumers (Residential customers)

Please note that Siblingz has separate policies for business customers and consumers/residential customers. Consumers are defined by the Consumer Rights Act 2015 as “an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession”. Please ensure you refer to the correct policy. The below applies to consumers only. Contact us if you are in any doubt about which part of our policy is applicable to you.

4.1. Orders damaged or lost in transit

Please help us by checking your goods on delivery; you have the right to ask the delivery driver to wait while you check your goods. If there is any visible damage, you have the right to refuse the delivery. If you choose to accept the delivery with any visible damage, please ask the driver to take a photo and/or make a note on their delivery documentation of the damage in question then contact us to let us know as soon as possible, so we can arrange a replacement if needed. Please note that by accepting the delivery you do not assume responsibility for the damage.

Once you have accepted delivery, please unbox and check your goods as soon as possible for any damage or missing parts. Hidden damage or shortage must be reported to our customer service team within 24 hours of receipt of your delivery.

Please note that after 24 hours returns will not be accepted on the grounds of transport damage and you may be liable for any return and replacement costs (see #4.2.). In order to facilitate damage claims, we will require photos of the damage both to the packaging and product.

4.2. Right to return unwanted goods

The following returns policy covers goods that are to be returned to Siblingz because the customer has ordered the wrong item or no longer wants the goods ordered. Goods that have been damaged upon delivery are covered by our transport damage policy (see #4.1). Goods that are faulty or deemed not fit for purpose are covered by our product guarantee (see #5).

4.2.1. Returns Policy

The customer is entitled to return the goods within 14 days of delivery under the following conditions. Please note that returns will only be accepted if the customer has written consent from Siblingz Limited before the goods are returned. Goods must be unused, unassembled, in original packaging and resalable condition. We ask that you retain all packaging and pallets until you are sure that you do not wish to return the goods. Siblingz reserves the right to make a deduction for any missing parts, signs of damage or assembly. Please note that any delivery charges will not be refunded. This policy does not affect your statutory rights. Please contact us to discuss your return.

4.2.2. How to return goods to Siblingz

The customer has two options when returning goods to Siblingz.

Collection of the goods by Siblingz

Siblingz can arrange collection of the items to be returned. We will apply a small charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows:

- Value of goods to be returned below £100 ex. VAT = £9.99 ex. VAT
- Value of goods to be returned £100 and above ex. VAT = 10% of goods value ex. VAT

Please note if the goods require collection from a non-UK mainland address then Siblingz will apply an additional charge for the return transport (P.O.A.).

It is the customer’s responsibility to be present at the time of collection and ensure the goods are ready for collection. If the goods were delivered on a pallet, they will need be re-palletised, wrapped and secured prior to collection. If the customer is unable to do this, they must advise Siblingz in advance of the collection so that we can make the necessary arrangements. Siblingz reserves the right to charge an additional fee should a pre-arranged collection be missed or the goods not be ready for transport.

We ask customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

Returning goods to Siblingz on your own transport

Customers have the option to return goods themselves at their own expense and risk. If you prefer to arrange your own return transport, please contact us to obtain a return address and instructions.

4.2.3. Processing a return and determining the refund amount

Excellent condition/ resalable as new (No deduction; full refund, less collection charges as applicable – see #4.2.2.)

Original packaging, sealed as it was upon delivery or with minimal discreet tape to seal the box if necessary
All parts, components and instructions included
Unused
Unassembled
No damage to either product or packaging

Good condition (20% deduction in addition to collection charges as applicable – see #4.2.2.)

Some damage to original packaging, packaging has been resealed such that the box does not appear as new
All parts, components and instructions included
Unused
Unassembled
No damage to product itself

Fair condition (50% deduction in addition to collection charges as applicable – see #4.2.2.)

Any of the following:

Missing original packaging
Missing some parts, components or instructions
Signs of use
Assembly of certain components
Slight damage to product itself

Poor condition (80 – 100% deduction in addition to collection charges as applicable – see #4.2.2.; Siblingz may refuse to accept the item as a return)

Any of the following:

Missing original packagin
Missing any essential parts and components and/or instructions
Major signs of use
Product has been assembled
Item is damaged and needs to be scrapped

Please note that any charges for delivery, carry-in service or assembly will not be refunded.

4.2.4. Goods that cannot be returned

The customer does not have a right of return if the goods fall into one of the following categories.

Made-to-order products. Some products in our range are marked as made to order and cannot be returned. These products are highlighted as such on individual product pages on our website. You can find this information under the product specifications. It will also be confirmed on your order confirmation. You must contact us immediately and no later than 24 hours from receipt of order confirmation if you wish to cancel. Refused deliveries of made-to-order products are not eligible for a refund or credit.

Made-to-measure matting. Matting cut from the roll, whether by the customer or by Siblingz, cannot be returned. We recommend that the customer request a matting sample before ordering.

Personalised products and specially ordered items outside our standard product range. This includes products that have been built or customised to your requirements e.g. a different colour or a bespoke size/configuration as well as products that the customer asked Siblingz to source from outside our standard range.

Goods ordered over 50 in number unless a product sample (see #6.6.) has been ordered prior to placing the order for the full quantity.

4.2.5. Exchanges

In the event that the customer makes an error with their order and requires an exchange, Siblingz reserves the right to apply charges for collection and re-delivery. The original goods must be in resalable condition as per the above criteria.

4.2.6. Refunds

A refund and/or credit will be given via the original payment method. We will process your refund and/or credit within 14 days of receipt of your return or request for cancellation.

Please note that delivery charges will not be refunded. This includes charges for upgraded or non-mainland delivery unless Siblingz failed to provide the service as agreed.

4.3. Cancelling an order

You have the right to cancel your order within 14 days. If you wish to cancel your order, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that once goods have been dispatched, any delivery charges will not be refunded. The customer does not have the right to cancel made-to-order items (as specified in the product description) after the first 24 hours; any cancellation of such items will be charged at the full value of the goods. Outside of the 14-day cancellation period, cancelling your order may incur additional costs if the goods have already been dispatched. Depending on the size of the goods, these charges may be high. Siblingz reserves the right to charge any amount up to the full value of the goods.

4.4. Refused deliveries

If the goods are refused on delivery or if we cannot deliver due to incorrect or insufficient information being supplied by the customer (see #2.3), Siblingz will return the goods to the depot and contact the customer to arrange redelivery. If this occurs, then the customer will be charged for redelivery. If the goods are no longer wanted or redelivery cannot be arranged with the customer, Siblingz will consider this a cancelled order (see #4.3) and reserves the right to charge the customer any amount up to the full value of the goods.

If the order is refused on delivery due to visible transport damage, please refer to our policy on orders damaged or lost in transit (see #4.1). We will not apply charges in this circumstance.

4.5. Making changes to your order

5. Product Guarantee

All products are automatically covered by a seven-year guarantee subject to normal use. A longer guarantee period for a particular product is clearly stated where applicable. The guarantee applies from the product's original date of purchase. Please note that products purchased prior to 4th October 2021 are subject to the three-year guarantee that was offered at that time.

The guarantee covers malfunction and manufacturing defects that occur during the stated guarantee period. The guarantee does not cover normal wear and tear, scratches, marks or damage caused by shocks or an accident. The guarantee is not applicable if changes have been made to the product, if it has been used for a purpose for which it was not designed or if it has been stored or installed incorrectly. Specially ordered items outside of our standard product range (as advertised on our website at the time of order) are not covered by the guarantee. For consumables, such as whiteboard pens, tape and paper packaging, we follow the manufacturer's guarantee, which is usually shorter than one (1) year.

In the event of a complaint, Siblingz will examine the product and determine whether the defect is covered by the guarantee. If during the guarantee period the product it is found to be defective, Siblingz may repair the defective product, send replacement parts, replace it with a new item or refund the purchase. Siblingz is responsible for any costs that arise in connection with the repair or replacement of a product, such as shipping costs. If the product is no longer sold by Siblingz, Siblingz will offer a suitable replacement product. It is Siblingz that determines what constitutes a suitable replacement product.

Replacement items or parts provided by Siblingz under the terms of the warranty are covered from the original date of purchase for the remainder of the warranty. Replacements are not guaranteed for an additional seven-year term from the date provided. The exception is where the customer has purchased replacement parts outside of the warranty; these will be fully covered by the warranty as a new purchase.

This guarantee gives you specific rights and is provided to you in addition to the statutory rights given to you by law. It does not in any way prejudice the rights given to you by law. Under UK consumer law, the consumer has a statutory right to make a claim should the goods not conform to the contract of sale. For goods purchased in England or Wales, these rights expire six years from delivery of the goods. For goods purchased in Scotland, these rights expire five years from delivery of the goods. A claim under UK consumer law may be made subject to the defect being present at the time of purchase. Please note that business-to-business purchases are not necessarily subject to these statutory rights.

Except in respect of death or personal injury caused by Siblingz’ negligence, Siblingz shall not be liable to the customer for any indirect or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation except as expressly provided in these Terms and Conditions.

6. Product Information

6.1. Product specifications & dimensions

We have done our very best to make sure that all of the information pertaining to the products on this website is correct. However, some of the information stated on the website may be unclear so please do not hesitate to contact us should you need confirmation of sizing or any additional product information before you go ahead with your purchase.

6.2. Typographic errors

In the event that a product is listed with an incorrect price or incorrect information due to typographical error or to incorrect information received from our suppliers, Siblingz Limited has the right to refuse or cancel any orders placed for that product.

Should an item be delivered to you that does not match the description given on our website, you have the right to return the item for a full refund.

6.3. Colour variations

Please note that for technical reasons slight colour variations may occur between the product and the image shown on the website or catalogue.

For upholstered products, we recommend that you request a fabric sample (see #6.6).

6.4. Flammability ratings – upholstered furniture

Our furniture is designed for business use. As such, it may not be rated in line with regulations for domestic use. One area where the regulations differ is ignition resistance labelling in accordance with the Furniture and Furnishings (Fire) (Safety) Regulations 1988, which are required for upholstered furniture intended for domestic use in the UK. Unless otherwise stated on the product, we cannot guarantee that the product is fire rated and suitable for domestic use in accordance with the above regulations.

Where we are aware that an upholstered product is being purchased for domestic use, we will endeavour to notify the customer that the product is unsuitable at the earliest opportunity. We reserve the right to decline or cancel any orders for which the product could be deemed not fit for purpose. Any cancelled orders will be refunded in full. If you have any queries or concerns, please contact our customer service team.

6.5. Electrical items

Some of our products are sourced from Europe and many of our electrical products are originally designed with a European 2-pin plug. For many of our most popular products we provide a complete replacement lead with 3-pin plug with the order. However, some items may need to be provided with an adapter. Where this is the case, Siblingz will supply a suitable and legally compliant adapter to the client free of charge at the time of order. Should the adapter be missing from your order, please contact us and will we arrange for one to be sent as quickly as possible.

6.6 Product samples

Fabric swatches, laminate samples and matting samples are available free of charge on request. Showroom visits in London as also welcomed to review wider collections and options.

For quantity orders, Siblingz recommends ordering one item as a sample in advance of placing the whole order. Samples are chargeable but can be returned for a full refund provided the item is in original condition (see #3.2.4.). If you are ordering as a sample, let us know and we will advise the best way to do this to prevent you from incurring return transport charges.

7. Definition of our Terms of Sale

Siblingz Limited accepts both businesses and consumers as customers. All agreements entered into with Siblingz Limited are governed by the above Terms and Conditions and the Sale of Goods Act 1979, although sales to businesses are excluded from any warranty, condition or other term implied by statute or common law to the extent permitted by the law. Agreements entered into with Siblingz Limited by consumers, as defined by the Unfair Contract Terms Act 1977, are further governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Electronic Commerce (EC Directive) Regulations 2002.

Further to the above, Siblingz Limited aims to provide an excellent service to all of our customers. Should you have a problem with your goods or the service provided by us please do not hesitate to contact us and we will do our utmost to resolve the issue quickly and to your full satisfaction.

Workspaces

Living Spaces

Roller Blinds

Drapery

Rugs

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