If you find yourself reading our ‘terms and conditions’ the likelihood is something has gone wrong! Not everyone chooses the right piece of furniture first time, every time. We would much prefer you have both the right piece of furniture and an exceptional experience with us. Give us a call & most issues can be solved very easily.
Our Terms & Conditions apply to all transactions with Pavilion Interiors. By placing an order with us you will be deemed to have read, understood and agreed with these Terms & Conditions. If you need any clarification please contact us at firstname.lastname@example.org or by calling (01344) 875168 prior to placing your order.
Nothing in these conditions affects your statutory rights as a consumer.
Pricing and payment
We are very careful to ensure that all our prices are correct. However, if we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price, or cancelling it. If we are unable to contact you we will treat the order as cancelled, and will give you a full refund. Payment will be taken in full at checkout and all prices are inclusive of VAT (where applicable) at the current rates.
We price our products as competitively as we possibly can. We will always do our best to price match on like for like product (delivery charges and any other additional cost involved should also be taken into account), but sometimes this just isn’t possible.
If you do find an item cheaper elsewhere please contact us and we will see what we can do for you. If this is after purchasing the item from Pavilion Interiors, then we can only offer a refund in the form of Store credit or a credit note.
Our standard furniture delivery charges apply to UK Mainland addresses only. Additional charges apply to furniture deliveries to UK islands. When an order contains more than one furniture item, all furniture items will be delivered at the same time as soon as all items are available. An estimated delivery timescale is associated with each furniture product and we will make every effort to deliver your goods within this timescale. However delays can occasionally occur due to unforeseen factors out of our control. Pavilion Interiors shall be under no liability for any delay or failure to deliver the products within estimated timescales.
Please read our notes on preparing for furniture delivery by clicking HERE.
If you wish to return your order please do so within 7 days of delivery with proof of purchase. We will provide a full refund for the purchase price of the goods excluding any delivery charges. The cost of returning any items is the responsibility of the customer. Items must be returned in their original packaging where supplied. Please note that with the exception of faulty merchandise, for hygiene and safety reasons we cannot accept the return of certain items which have been opened (e.g. mattresses and pillows). Please note that a refund will only take place after the goods have been returned, inspected by our returns department and deemed to be in a suitable condition.
For furniture items that require a two-man uplift you will be required to pay an uplift charge. This charge may be higher than the original delivery charge as the initial delivery cost is subsidised by Pavilion Interiors.
Your furniture return may also be subject to a returns charge if for example your items are bespoke, made-to-measure or have been specially ordered for you. Please inform us of any return you would like to make as soon as possible by emailing us at email@example.com. A member of our team will contact you to discuss the quickest and most efficient way for you to return your products.
Please note that there will be no charge for any return if the delivered goods are faulty or if the items do not match your order correctly. In these instances replacement products will be delivered free of charge as soon as the items are available.
Sale & clearance stock items are not returnable unless special circumstances have been agreed at the point of sale and noted on the sales invoice.
Bespoke, Made to Measure and Special Order Items including Colour / Finish matching service.
Please note that all bespoke, made to measure and special order items, including all special order paint finishes together with colour / finish matching service, have a restocking charge of 40% with the balance paid in the form of a credit note. It is especially important that these items are careful considered prior to purchase. We are very willing to help throughout the process but responsibility for the final decision on colour, finish, size and design is entirely the customers. Finish and colour matching is not an exact science and a colour / finish variable must be accepted in all cases. Paints, oils, fabrics and wood will vary over time and between production batches. We will undertake to achieve as close a match as possible but it must be accepted and understood by the customer that a variation may occur. Restocking and reselling bespoke items, made to measure and specially ordered in items is a costly process and we wish to avoid the possibility of disappointing our customers.
In the rare instance you experience a fault with your furniture please contact us as soon as practical to discuss a solution. We will undertake to examine the product and offer to work out a solution. In many cases this solution might involve an onsite repair or a return to the workshop for some specialist work. Assuming the fault resulted from a defect in the product we will carry out this work free of charge and to your satisfaction. If this option is not suitable we will offer to replace the item free of charge, exchange it for another product or offer a credit note for the value of the product. In this instance and only if appropriate, we may factor in a fair wear and tear and usage cost.
We will not be liable for any direct or indirect loss of profits or other financial loss or damage arising out of defective, damaged or wrongly delivered products over and above the value of the goods themselves. This does not affect your statutory rights.
If you wish to cancel your order please contact us at firstname.lastname@example.org as soon as possible. If your goods have not been dispatched we will refund the full price of the items and any delivery charge to the same card you used to purchase the goods. Please note the paragraph above relating specifically to Bespoke, Made to Measure & Special Order items.
We regret that deposits to secure an order are not refundable.
Care Instructions for Wooden Furniture
Solid Wood Furniture: Most of our cabinet & dining furniture is made using solid, seasoned timber, traditional craftsmanship and jointing. It is not uncommon for solid natural wood to ‘settle’ when it is introduced to a heated room. Care and consideration should be taken when positioning solid wood furniture in a room with central heating, under floor heating, Agas, wood burning stoves, direct sunlight etc. Please allow time for your furniture to settle into its new environment. Very occasionally you might notice some movement in the wood which is purely aesthetic and not structural, in these cases we are very willing and able to advise and assist with correction. This is a totally natural occurrence and not considered a fault with your furniture.
Wooden furniture is made using time honoured traditional methods, which makes each piece unique in both, texture and colour. Before the wood is finished it is practically uniform in tone, and when a finish is applied the differing colours of wood become apparent. Occasionally this leads to paler strips of wood; this is a natural characteristic and enhances the individuality of the piece.
All furniture is hand made and as a result there may be some slight dimensional differences noted between drawers and doors.
If the furniture is properly cared for and maintained it should last a lifetime.
Oiling the Furniture
To maintain Oiled wooden furniture, we recommend that a thin coat of oil is applied once a month for the first three months with a lint free cloth. After this period an application of oil once a year should be sufficient to maintain the soft oil finish of the product. Some items are finished with a hard wax oil, and do not need as much maintenance. They will only need a light sanding and refinish, if and when the furniture looks “tired” and you want to return it to its original finish. Please speak to us for advice on which finish is applied to your furniture and we can advise accordingly.
Care of the Furniture
Don’t do anything that will cause obvious furniture damage, for example:
- Avoid placing hot items directly on furniture.
- Avoid metal items on the furniture, because metal will leave a mark after some time.
- Wipe up any spills promptly; a wet glass left for a long time might cause a ring.
- Avoid using solvents near the wood, spillages will mark the finish.
- Placing furniture close to radiators or in direct sunlight should be avoided because this can cause extreme localised drying or bleaching of the wood. This may lead to small hairline cracks in the wood.
- Do not use any cleaning detergents on wood furniture as this can react with the finish and leave a mottled or cracked finish on your furniture.
- Never wipe oiled furniture with a wet cloth as this may remove the protective oils from the table and it can leave a mark on the surface of the wood. If you get a spillage soak it up with a dry cloth immediately and then gently dab the area with a damp cloth to try and remove as much of the liquid as possible very quickly and then dry off properly with a dry cloth again. A light dusting should be enough for general cleaning.
- Always wipe in the direction of the grain.
Correct environment conditions add longevity to solid wood furniture. Due to expansion and contraction, and the fact solid wood is constantly changing its moisture content, an even room temperature between 18-22°C should be maintained, and the humidity is best between 20-60%.
Caring for your new bed
It is important to turn your new mattress regularly. We recommend every week for the first 3 months and then once a month for thereafter turning east to west and occasionally north to south. Turning your mattress regularly helps the upholstery fillings to settle more evenly. This settlement of the upholstery fillings will be more concentrated in the centre of the mattress where you may see your body impression – this is perfectly normal. Pocket sprung mattresses have more deep layers of upholstery and so take more time to settle.
- Using a mattress protector which will help the life of the mattress and prevent any accidental soiling and so keep our guarantee valid
- Never use detergents or chemical cleaners as they will damage materials
- Avoid using your new mattress on an old base as this can shorten the life expectancy and invalidate your guarantee
We would like to refer you to our manufacturers guarantee which states:
We will repair or replace any mattress or divan base which becomes defective due to poor workmanship or faulty materials within 1 year of the date of purchase. Any faults that occur through misuse will not be covered, for example:
- Excessive wear and tear
- Bending or rolling of the mattress
- Overloading the drawers or divan bases
This guarantee does not affect your statutory rights.
Upholstery care and advice
We recommend the following advice for taking care of upholstered sofas, chairs and beds.
To keep your sofa in peak condition we advise that any cushions are plumped regularly and try to rotate their position, where possible, to ensure even wear.
Vacuuming lightly using the brush attachment, will remove any loose dirt.
Please be mindful that certain fabrics will show wear on areas of more use and colours may fade or discolour with direct exposure to prolonged periods of sunlight.