Terms and Conditions Online Orders

To ensure a simple, transparent order, payment and delivery service we've provided all the information you need. We advise all our customers to carefully read our Terms and Conditions prior to ordering to avoid any inconvenience for either side.

Non Furniture Orders

Order acceptance and the completion of the contract between you and Heal's will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions in Ordering Information. Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Not meeting the eligibility to order criteria set out in the Terms & Conditions

We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party gains unauthorised access to any data you provide when accessing or ordering from the Website.

If there are any problems with your order, you will be contacted by our Customer Services Representatives.

Contract Cancellation - Distance Selling Regulations

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no longer than 7 working days after the day on which you receive your delivery.

To exercise your right of cancellation you must give written notice to Heal’s via letter or email with full details of your order. Notification by telephone is not sufficient. If you exercise your right of cancellation after the items have been delivered to you, you will be responsible for returning your order to Heal’s at your own cost. Further, you must take reasonable care to ensure the items are not damaged in the meantime or whilst in transit.

Heal’s reserve the right to refuse a refund on any item, and commercial cancellations will incur a 30% re-stocking charge which may be applied.

Products that fall into the following categories will not be refunded unless they are proven to be faulty;

  • Any goods made to a customer's own specifications, made to measure or personalised items
  • Self assembly furniture cannot be returned once assembly is part or fully completed
  • Mattresses or mattress toppers, duvets, pillows, personal grooming products, cosmetics and jewellery.
  • CD, DVD, Video, digital media or software where these products have been opened

If you wish to exercise your right to cancel this contract prior to order dispatch, please email [email protected] or call 0333 212 1915 immediately. If your order has already been dispatched please follow the procedure set out in Refund & Returns. This does not affect your statutory rights.

Product Description

Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system.

Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order.

Alcoholic Merchandise

We may sell products containing intoxicating liquor. For clarity, a drink containing alcohol is classified as intoxicating if it contains more than 0.5% of alcohol by volume (0.5% abv).

Pursuant to the Licensing Act 1964 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, subject to a maximum fine on conviction of £1000.

In accepting these Conditions you agree to provide Heal's truthful and accurate information and act in accordance with the Licensing Act of 1964.

Payment

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery.

You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Refusal of Transaction

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold, removing or editing any materials or content on the Website, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

    • Register by providing your real name, phone number, email address, payment details and other requested information
    • Be over 18 years of age
    • Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
    • Possess a valid credit or debit card issued by a bank acceptable to us

By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.


Furniture Orders

As many of Heal's exclusive and designer furniture items are made to order, lead times will vary between each item. On point of purchase Heal & Son will take full payment in advance of delivery, however, for our cancellation and refund policy please see below.

Collection / Delivery

We will offer you the first available date and time slot for delivery in your area. This is normally 2-4 weeks from the date we have contacted you to arrange delivery (we request that you accept the earliest date offered for delivery). If the item you have ordered is not in stock and has a lead-time, the 2-4 week delivery time scale is not included in this lead-time.

We only deliver through a ground floor or basement entrance and go up to a second floor level. We cannot deliver above this level unless there is suitable lift access. If you require a special delivery, any extra charges are to be paid by you, the customer. We sell some large and heavy products that on health and safety grounds require more than a two man delivery - we will call you to advise you of any extra cost involved in delivering before your order is processed.

If we attempt to make a delivery on the delivery date/timeslot that you have accepted and no one is present to receive the goods, necessitating a repeat delivery, you will incur a repeat delivery charge of £75, which must be paid prior to the redelivery even if the original delivery was free of charge. This repeat delivery charge will also apply if you cancel an agreed delivery date/timeslot less than two working days prior to the agreed date.

If your goods remain at our warehouse for more than four weeks, during which time you fail to accept delivery/redelivery (despite Heal's having contacted you to do so), you will incur storage charges of £75 per week. We also reserve the right to cancel your order and retain up to 50% of you order value.

Access

The customer will be responsible for providing Heal’s with access to the delivery address as necessary for the delivery. You must also ensure that access is suitable for the delivery of your goods, for example door way too small, insufficient space to manoeuvre the product through the house, road inaccessible to delivery van, parking permits required for successful delivery.

Where there is any doubt we suggest you conduct a site survey prior to placing your order and make Heals aware of any issues so we can discuss best methods of delivery with you in advance. Heals will not pay for any additional charges due to access, or damages caused to your goods or property due to access.

We can only deliver through a ground floor or basement level and go up to second floor. If any alternative arrangements need to be made via specialist delivery companies then any additional charges are to be paid by you, the Customer.

We retain the rights to cancel your order, in the event we are not able to place the order with our supplier. In these cases we will refund your deposit and any other sums you have paid in relation to the order and will not be required to pay any compensation.

Short Delivery, Defective or Damaged Goods

We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible to our customer services department (Tel. 0333 212 1915 option 2). We do not accept any claims for damage caused by you the customer.

Contract Cancellation and Returns Procedure for Furniture Orders

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no longer than 7 working days after the day on which you receive your delivery. To exercise your right of cancellation you must give written notice to Heal’s via letter or email with full details of your order. Notification by telephone is not sufficient.

If you wish to cancel this contract once your order has been dispatched please note the following procedure will apply:

  • Should you wish to return a furniture item we will arrange to collect this item from you and will apply an appropriate collection charge
  • The collection charge will be the same cost as the original delivery charge levied and will be deducted from the refund value when processed.
  • If the original delivery charge was free then a charge of £50 for the collection will be charged.
  • To arrange a collection please contact the customer service team on 0333 212 1915
  • Heal’s reserve the right to refuse a refund on the item, and commercial cancellations will a 30% re-stocking charge may be applied.

You will be reimbursed to the card with which you paid for the goods once the goods have been received back into our Distribution Centre. Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods.

Refusal of Refund

Heal’s reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount if we find that the product has not been returned to us in fully resalable condition. Products which fall into the following categories will not be refunded unless they are proven to be faulty;

  • Any goods made to a customer's own specifications, made to measure or personalised items
  • Self assembly furniture cannot be returned once assembly is part or fully completed
  • Mattresses or mattress toppers

If you wish to exercise your right to cancel this contract prior to order dispatch, please email [email protected] or call 0333 212 1915 immediately. If your order has already been dispatched please follow the procedure set out in Refund & Returns.
This does not affect your statutory rights

Returns Procedure for Damaged Furniture Deliveries (online only)

In the unlikely event that your furniture arrives damaged or faulty please email [email protected] or call 0333 212 1915 immediately.

Data Protection

We reserve the right to keep all customer details on Heal's ordering system and a paper copy of your details at our Head Office until such a time we deem it suitable to destroy them. We will take all reasonable steps to ensure all information remains confidential.

Product Description

Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system.

Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order.

Furniture Measurements

The dimensions given are written for your guidance. Before ordering, please ensure that there is adequate room to take the furniture through any doorways and windows, taking note of any restricted passageways, stairs and awkward turns. Please refer to our access guidelines for further information.

Wood

With exposure to light and air, cherrywood, maple and oak will mature to a deeper colour. This will be most pronounced in cherrywood, which mellows to a deep copper colour. For this reason objects placed on surfaces could leave 'shadows' when removed. Should this happen, exposure to daylight will eventually darken these paler areas.

Leather

Leather is a natural product and each hide will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. Heal's selects only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather furniture.

Payment

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery.

Refusal of Transaction

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold, removing or editing any materials or content on the Website, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

  • Register by providing your real name, phone number, email address, payment details and other requested information
  • Be over 18 years of age
  • Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
  • Possess a valid credit or debit card issued by a bank acceptable to us

By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Registered Address

The Registered Company address of Heal & Son Ltd is:
5th Floor,
196 Tottenham Court Road,
London, W1T 7LQ

Company registration number: 926722
VAT registration number: GB 524300689


 

CONCESSIONS

 

For products purchased from branded concessions on the Heals website, Heals act as an agent on behalf of the concessionaire. For vat purposes the liability rests with concessionaire and vat invoices can be issued by the concessionaire on request.

 

Heal's Complaints Process

 

Contact us

In the event that you should need to make a complaint, please call our Customer Services Team on 0333 212 1915 and they will try their best to resolve the issue for you.

Should you wish to do so in writing please email [email protected] or write to:

Customer Services Manager
Heals & Sons
1st Floor
196 Tottenham Court Road
London
W1T 7LQ

We will aim to respond to your query within 2-3 working days and will always try to find the best solution for our customers.

Third Party advice

If you are unhappy with the outcome we provide, you can contact The Furniture Ombudsman for impartial advise.

Established by the government (OFT) in 1992, the Furniture Ombudsman is an independent not-for-profit organisation which specialises in providing Alternative Dispute Resolution services for consumers and businesses in the retail, furniture and home improvement sectors.

For more information, visit their website: www.thefurnitureombudsman.org

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