Terms & Conditions

Terms & Conditions – House of Oak

These Terms & Conditions govern your use of the House of Oak website (www.houseofoak.co.uk) and any orders placed with us. By placing an order, you accept these terms.

Pricing and Product Information

We make every effort to ensure accuracy on our website. However, House of Oak will not be held liable for any pricing errors or incorrect images displayed. In the event of an error, the customer may:

Receive a full refund if the order is cancelled before delivery.
Have incorrectly delivered goods collected at no cost and receive a full refund.
Pay any price difference due at the point of sale.

Making a Purchase

By placing an order, you confirm acceptance of these Terms & Conditions.

All goods remain the property of House of Oak until fully paid.
Furniture will not be left without full payment.
Accepted methods of payment upon delivery: Credit Card, Debit Card, Cash, Bankers Draft. (We do not accept personal cheques.)

Furniture Delivery

House of Oak provides estimated delivery times subject to supplier availability and logistics, and is not liable for delays outside of our reasonable control.

Customers must ensure someone is available at the agreed delivery time.
Failed deliveries due to customer absence will incur a re-delivery charge agreed in advance.
Any shortages, damages, or incorrect items must be reported within 24 hours of receipt.

Cancellation, Returns & Refund Policy

We hope you’re delighted with your furniture from House of Oak. However, if you’re not fully satisfied, our return policy is outlined below.

Right to Cancel:

Under UK Consumer Contracts Regulations (2013), you have the right to cancel your order within 14 days from receipt of goods for a refund, excluding non-refundable charges (delivery, unpacking, assembly).

To qualify for our free returns service, inform us in writing at customerservices@houseofoak.co.uk within 7 days of receiving your items.
Returned items must be in original packaging or a suitable protective alternative if original packaging has been disposed of by our delivery team.

Returns After 7 Days:

If you request a return after 7 days, through no fault of House of Oak, collection charges apply:

£50 per item (under £300)
£80 per item (over £300)

Conditions for Returns:

To qualify for a refund, goods must:

Be returned in the same condition as received.
Be packaged in original or suitable alternative protective packaging.
Not have been assembled. Returns cannot be accepted once assembly has begun.

Non-refundable Charges:

Delivery charges
Unpacking and assembly charges

If you purchased unpacking/assembly services and wish to return the item after our team has left your premises, you must ensure the item is adequately re-packaged.

How to Request a Return:

Email your return request to customerservices@houseofoak.co.uk within 48 hours of delivery, providing:

Name, address, phone number, order number
Photos clearly showing any issue, plus images of front, top, sides, and back of the item

Faulty or Damaged Goods:

Report any faults, damages, or missing items within 30 days of delivery by calling our After Care Sales Team directly at 01484 865505.
Do not attempt repairs yourself, as this will invalidate your warranty and returns claim.
Refunds/exchanges will be processed after inspection and approval by House of Oak.

Exceptions:

Mattresses removed from original packaging cannot be returned (except if faulty).
Items damaged due to customer mishandling may incur additional charges.

Refund Processing:

Refunds are issued to the original payment method (if unavailable, store credit will be provided).
Refunds typically clear within 10–15 working days, depending on your bank or card issuer.

Size and Fit Issues:

Customers must ensure ordered furniture fits their intended space. Returns due to sizing errors will incur full delivery and return charges.

Guarantees

All goods include a standard 12-month guarantee, unless sold as clearance or seconds items, which have no guarantee.

Claims require inspection by House of Oak before repair, replacement, or refund.
Customers must adhere to provided care/assembly instructions to maintain the warranty.

We reserve the right to alter product specifications from our suppliers without notice, as part of our ongoing commitment to quality.

Safety and Liability

Our delivery personnel must wear protective footwear at all times, as required by Health & Safety regulations. Please ensure adequate floor protection or notify us in advance of any special requirements.

Promotions

Promotional codes are property of House of Oak and may be withdrawn without notice.
Promotional codes cannot be combined with other offers and are valid only in the UK.
Promotional codes must not be shared or redistributed without House of Oak’s consent.
Promotions expire as stated unless explicitly extended by House of Oak.

General Legal Compliance

House of Oak operates under UK law and regulations. These terms do not affect your statutory rights.