Terms & Conditions

1. These Terms and Conditions

These are the terms and conditions on which we supply products to you, being goods. This page (together with our Privacy Policy, Cookies Policy and Terms of Website Use) tells you information about us and the legal terms and conditions on which we sell any of the products listed on our website to you. Please read through these terms and conditions before placing your order. They do not affect your statutory rights.

Placing an order with The Cotswold Company (UK) Limited constitutes your agreement to be bound by these terms and conditions. The Cotswold Company (UK) Limited reserves the right to change these terms and conditions from time to time without notice to you. Your contract with us will be governed by the terms and conditions in place when your order is accepted.

You will be requested to read and accept these terms and conditions every time you place an order. For this reason, we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. Before placing your order, if you have any questions relating to these terms and conditions please Contact Us.

2. Information About Us and How to Contact Us

We are The Cotswold Company (UK) Limited (referred to through these terms and conditions as “we” or “us”) a company registered in England and Wales. Our company registration number is 04774845 and our registered office is at Ground Floor, Norfolk Tower, 48-52 Surrey Street, Norwich, NR1 3PA. Our registered VAT Number is 927 5063 17. You can contact us by any of the following methods:

By phone	0333 200 1725
By email	help@cotswoldco.com
By post	The Cotswold Company Ground Floor Norfolk Tower 48-52 Surrey Street Norwich, NR1 3PA

3. How to Place an Order

• 3.1 You can place an order via our website www.cotswoldco.com following the prompts given or by calling us on 0333 200 1725.
• 3.2 Once you have placed an order you will be contacted via e-mail within 24hrs (or next working day) with details of your order and further information. Please ensure you check the details are correct and contact us at your earliest convenience if anything is incorrect or not as expected.
• 3.3 The successful placement of your order is deemed your acceptance of these terms & conditions. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. In the unlikely event that we are unable to accept your order, we will notify you as soon as possible. Non-acceptance of an order may be as a result of one of the following:
  • a) the product you ordered being unavailable from stock;
  • b) a product pricing or description error;
  • c) our inability to obtain authorisation for your payment; or
  • d) we are unable to meet a delivery deadline you have specified.
• 3.4 Once you have set up your account with us as part of the order process, you will be able to access your order details from our website.

4. Our Products

• 4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please call us on 0333 200 1725 and we may be able to send you a sample.
• 4.2 Any products identified as 'End of Line' in the product description are discontinued items of which we will not get any more stock. This means that we will be unable to source parts or exchange this product for a new equivalent in the event of a problem. This is reflected in the price of the products. All products are new and sold as new. This status and discount does not affect your statutory right to a refund in event of dissatisfaction. Please refer to our refunds policy in section 8 of these terms which applies to all products sold.
• 4.3 If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.
• 4.4 If you wish to make a change to the product you have ordered, following order but before despatch, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
• 4.5 Upholstery Care Plan If you have purchased our Upholstery Care Plan, this is subject to separate terms and conditions which can be found here. Find out more about our Upholstery Care Plan.

5. Pricing and Payment

• 5.1 All prices and charges on our website are quoted in Pounds Sterling. All product prices include VAT, but exclude any delivery costs. These are calculated as part of the checkout process, based on the delivery service chosen, the delivery location and the size or weight of your products. We take all reasonable care to ensure that the price of the products advised to you is correct. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
• 5.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
• 5.3 For details of how we price our products please visit our Pricing Information page.
• 5.4 Payment for your order is made at the point of placing the order. For website orders please see our Payment Options page for a full list of payment options. For telephone orders we accept payment with most types of credit and debit card (Visa, Mastercard, Delta, Switch or Maestro). Alternatively, you can pay by cheque, which should be made payable to “The Cotswold Company (UK) Limited” and posted to our Head Office address. Products will not be despatched until a cheque payment has cleared in our bank. We also offer finance options on orders over £250 - please see section 6 of these terms for full details.
• 5.5 We will advise you if your payment details cannot be authorised for any reason or if your cheque has failed to clear. We will then arrange for payment to be made by another method.
• 5.6 If the lead time on your order is more than 30 days we may be able to refund 90% of your payment until your item is in stock. Once the item is in stock, we will ask you to pay the remaining 90% before we despatch your order. For more information and to request a partial refund, please call our customer service team on 0333 200 1725. This does not apply to our made to order items, for which we require full payment at the point of placing your order.
• 5.7 Ready to go orders
  Once all of your items have arrived in stock if you have paid in full we will contact you to arrange delivery.
  Once all of your items have arrived in to stock if you have not paid the full balance of your order we will contact you to collect outstanding payment and arrange delivery.
  
  • 1. We will hold your order for a period of two weeks from the final item arriving into stock – if we are unable to contact you in this period then the items will be unallocated from the order and you will be issued with a refund. Should you wish to place your order again The Cotswold Company cannot be held responsible for items going out of stock after they are unallocated from your order.
  • 2. We can store your order if you are not ready to receive it for two weeks from the final item being allocated to your order and orders stored after 14 days will incur a storage charge of £15 a week.
• 5.8 Fully allocated orders
  Once all of your items have arrived in to stock if you have not paid the full balance of your order we will contact you to collect outstanding payment and arrange delivery.
  Please note that we will only keep items allocated to an order without full payment for a period of no more than 14 days from the date that the last item was allocated to your order. If we do not hear from you within that 14 day period then the items will be unallocated from the order and you will be refunded your deposit. The Cotswold Company cannot be held responsible for items going out of stock after they are unallocated from your order if we have made every effort to contact you.
• 5.9 You own a product once it has been delivered and we have received payment in full.

6. Finance Options

• 6.1 We now offer finance for customers who are over 18 years old, have lived in the UK for at least three years and are placing an order for in stock or short lead time items to a total value of £250 or more.
• 6.2 The Cotswold Company (UK) Ltd acts as a credit broker and offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. The Cotswold Company (UK) Ltd is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our registration number is 730933. Credit is provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.
• 6.3 We may receive a commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out.
• 6.4 Our finance package is available online, over the phone or in store. Our retail finance is provided by V12 Retail Finance Ltd and is subject to separate terms and conditions.
• 6.5 Once finance has been authorised, it is valid for 90 days, and your first instalment will be payable approximately 30 days after your order has been delivered. You can select your preferred delivery date at the time of ordering for in stock items; however, please bear in mind this will be dependent on your finance agreement being verified and we cannot be held responsible for any resulting delay in delivery.
• 6.6 Finance for qualifying orders can be selected at our checkout, which will take you through to the V12 finance platform for an instant decision.
• 6.7 You can see a full list of finance options on our Furniture on Finance page.

7. Delivery

• 7.1 We have multiple delivery options available, we apply the most suitable service at checkout based on your purchase – which you can upgrade and customise to suit your needs.
• 7.2 For more information on these options take a look at our delivery page to find out how to add extra features or choose a specific delivery window to your delivery.
• 7.3 During the order process you will be asked to select your preferred delivery date if available, otherwise we will delivery on the soonest available date within the timeframe shown.
• 7.4 We will deliver your products to the address you provide us at the time you place your order.
• 7.5 We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company at an address within the UK. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us. Also note in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third party carrier.
• 7.6 Please note if you are based in Scotland or the South West, we normally deliver within 5-10 working days, however some locations at the furthest corners of the Country can take longer. Please contact us if you require further clarification.
• 7.7 Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Please note that if you choose to split your order in this manner, the second delivery will incur an additional delivery charge. Please contact our sales team on 0333 200 1725 for further details.
• 7.8 We will deliver products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. It may not be possible to deliver some items within this timeframe (for example, out of stock or bespoke items), if this is the case we will let you know the estimated delivery date before accepting your order and you may either agree the estimated delivery date or cancel the contract for a full refund.
• 7.9 If a product is unavailable from stock or our supply of the products is delayed by an event outside our control (ie a delay from our suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.
• 7.10 Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please ensure you cover any carpets, flooring or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products. Please note there may be restrictions as to how many flights of stairs the delivery team can deliver up. For further information please contact our team. We endeavour to give as much information as possible in respect to weight and size of our products and you can read our “How to Measure” pages for more information or contact our sales team on 0333 200 1725 if you are unsure.
• 7.11 Our deliveries are carried out by 7.5 or 3.5 tonne vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.
• 7.12 You will be asked for a signature on receipt of your order to confirm where possible, that your products have arrived in a satisfactory condition. Please see section 8 of these terms and conditions for full details of what to do should you need to return your products.
• 7.13 For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.
• 7.14 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).
• 7.15 If the products are lost or damaged in transit, please let us know promptly by contacting our aftercare team on 0333 200 1725. In order to make sure we have all the relevant information please also email us a brief description of the issues and accompanying photos to customercare@cotswoldco.com.
• 7.16 Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect from us.
• 7.17 Please check our delivery page for specific details on each of our delivery services.
• 7.18 If you have provided us a mobile phone number for the purposes of your order we may contact you from time to time via SMS to ask about our service. If you receive an SMS and would not like to participate then either follow the instructions contained within the message to op-out or ignore. Our full privacy policy can be found on our Privacy Policy page.
• 7.19 Failed delivery. If a delivery fails as a result of one of the following reasons, we will contact you to arrange a redelivery and will charge you for the costs incurred as set out in clause 7.20 below:
  • a) If we are provided with incorrect delivery information;
  • b) no one (over the age of 16) is available at the delivery address to receive the delivery within the agreed delivery slot; and
  • c) our couriers are unable to gain safe access to the delivery address.
• 7.20 Our charges for a failed delivery are:
  • £20 for orders under 25kg
  • £40 for orders 25kg and over
  • Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.
• 7.21 These delivery terms do not apply to purchases made from Outlets.

8. Returns and Cancellation (Your Rights to End the Contract)

• 8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
  • 8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
  • 8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
  • 8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions [and you will have to pay the costs of return of any goods];
• 8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
  • a) we have told you about an upcoming change to the product or these terms which you do not agree to;
  • b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
  • e) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clauses 7.8 and 7.9).
• 8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
• 8.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
  • 8.4.1 bespoke items;
  • 8.4.2 due to hygiene reasons, mattress toppers, mattress and bedding protectors, duvets, pillow, throws and blankets if the packaging has been opened or protective seals removed; and
  • 8.4.3 services, once these have been completed, even if the cancellation period is still running.
• 8.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
  • 8.5.1 Have you bought services (for example, our assembly services)? Once we have completed the services you cannot change your mind, If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
  • 8.5.2 Have you bought goods (for example, our furniture)?, if so you have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

9. How to End the Contract With Us (Including if you have changed your mind)

• 9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
  • 9.1.1 Phone or email. Call customer services on 0333 200 1725 or email us at customercare@cotswoldco.com if you have not already received the goods, or customercare@cotswoldco.com if you have received the goods. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • 9.1.2 By post. Write to us at The Cotswold Company (UK) Limited, Ground Floor, Norfolk Tower, 48-52 Surrey Street, Norwich, Norfolk NR1 3PA, including details of what you bought, when you ordered or received it and your name and address.
• 9.2 Returning products after ending the contract. If you end the contract for any reason after products have been despatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or (if they are not suitable for posting) allow us to collect them from you. Please note you will need to ensure someone (over the age of 16) is available at the time of collection to sign the goods over to our collection team. Please call customer services on 0333 200 1725 or email us at customercare@cotswoldco.com to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
• 9.3 When we will pay the costs of return. We will pay the costs of return:
  • 9.3.1 if the products are faulty or misdescribed;
  • 9.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
  • In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
• 9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Our charges are as follows:
  • Orders under 25kg: £20 (excludes our made to order sofas, armchairs & footstools*)
  • Orders 25kg and over: £40 (excludes our made to order sofas, armchairs & footstools*)
  • *Made to order (sofas, armchairs, footstools) – returns are the responsibility of the customer to return to our central delivery point in good condition. However, The Cotswold Company (UK) Ltd recognise that some customers will not have the means to do this and we will arrange collection during normal business hours (Monday to Friday (excluding Public/Bank Holidays), if requested. By providing this service we will make a charge of £200 per individual piece to cover the cost of collecting the items.
  • Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.
• 9.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
• 9.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
  • 9.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  • 9.6.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • 9.6.3 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
• 9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
  • 9.7.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
  • 9.7.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind

10. Our Rights to End the Contract

• 10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
  • 10.1.1 you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
  • 10.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery information;
  • 10.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
  • 10.1.4 you do not, within a reasonable time, allow us access to your premises to supply the services.
• 10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11. If There Is a Problem With the Product

• 11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 0333 200 1725 or write to us at customercare@cotswoldco.com or The Cotswold Company (UK) Limited, Ground Floor, Norfolk Tower, 48-52 Surrey Street, Norwich, Norfolk NR1 3PA. Alternatively, please speak to one of our staff in-store.
• 11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please call 03454 04 05 06. If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
• b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is services, the Consumer Rights Act 2015 says:

• a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
• b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
• c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

• 11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0333 200 1725 or email us at customercare@cotswoldco.com for a return label or to arrange collection.

12. Our Liability

• 12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
• 12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. Nothing in these terms limits or excludes our liability for:
  • a) death or personal injury caused by our negligence;
  • b) fraud or fraudulent misrepresentation;
  • c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
  • d) defective products under the Consumer Protection Act 1987; or
  • e) breach of any of your other legal rights

13. Privacy Policy

• 13.1 We understand that you care how information about you is used and shared and we appreciate your trust in us to deal with it sensibly.
• 13.2 We will only use your personal information as set out in our Privacy Policy.

14. Other Important Terms

• 14.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
• 14.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
• 14.3 When we use the words “writing” or “written”, this includes emails.
• 14.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
• 14.5 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
• 14.6 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
• 14.7 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

15. Customer Surveys and Reviews

• 15.1 After your order has been completed we may contact you with a short customer survey. We would be very grateful if you could complete it as it will help us to continue to improve our customer service. Some sections of these surveys will be posted on our website using your name and location (ie initial, surname, county). If you would prefer that your comments aren't used in this manner please let us know.
• 15.2 After your order has been delivered, we may contact you to ask you to leave a review of the product(s) you have ordered. Submitted reviews will automatically appear on the relevant product page but we reserve the right to alter or remove reviews in the following cases:
  • a) The review is not relevant to the actual product itself, ie applies to the service you received from The Cotswold Company (UK) Limited
  • b) The review contains language that could be considered offensive to other users
  • c) The review contains spelling errors or grammatical mistakes that affect the readability of the review and presentation of the page. Please note that in this case, the review will normally be amended, as long as it doesn't conflict with the first two conditions.

16. Price Match Promise

The Cotswold Company (UK) Limited offers a "Price Match Promise" on all of its products provided they meet the following criteria:

• a) The product offered by the competitor's website is exactly the same as the one we sell, and is offered delivered on the same terms;
• b) The product on the competitor’s website must be in stock and available for delivery immediately;
• c) The Cotswold Company (UK) Limited representatives are able to confirm the details on the competitor's website;
• d) Our price promise applies to the product including delivery to UK mainland locations; and
• e) Our price promise applies up to 7 days after purchase.

17. Competitions and Offers

• 17.1 VOUCHER CODES
• At certain times The Cotswold Company (UK) Ltd or selected affiliate websites may make available ‘voucher codes’. These codes can be exchanged for a discount or other offer at time of order. The code must be presented to a staff member or entered during the checkout process. The following rules apply to voucher code usage:
  • a) Only one voucher can be used per order;
  • b) Voucher codes cannot be used in conjunction with any other offer, sale items, bundles or room set savings;
  • c) Voucher codes cannot be applied to past orders and cannot be backdated or redeemed for cash;
  • d) The Cotswold Company (UK) Limited reserves the right to withdraw or terminate any of its voucher codes at any time without warning;
  • e) The Cotswold Company (UK) Limited also reserves the right to reject the use of a voucher where fraud is suspected;
  • f) Specific offers may be subject to terms and conditions above and beyond those shown here. Where this applies the full terms and conditions will be made available on this page during the voucher code usage window;
  • g) Time limited offers can only be redeemed before the date shown (if applicable). The presence of an end date does not affect our right to withdraw a voucher code at any time as per rule 4; and
  • h) In the case of offline or phone orders the Manager’s decision is final.
• 17.2 FACEBOOK & INSTAGRAM OFFERS
• If you enter our latest Facebook or Instagram contest, it is assumed that you have read and agreed to the following rules.
  • a) Contest entrants must be residents of the UK mainland and over 18 years old at time of entry;
  • b) Contest is not open to employees of The Cotswold Company (UK) Limited;
  • c) No purchase necessary;
  • d) Entry is limited to one per person;
  • e) The winner of the contest will be selected at random from all entrants;
  • f) The winner of the contest will be notified via Facebook or Instagram. Winning entries must be claimed within 7 days of notification;
  • g) No part of a prize is exchangeable for cash (or any other substitute);
  • h) The winner must choose a prize up to a maximum value of £1400;
  • i) Our Privacy Policy details how we use any personal information we collect about you by entering or winning a competition;
  • j) The Cotswold Company (UK) Limited reserves the right to amend the rules of this contest without notice. If we do amend the rules, we will publish the amended competition rules here in the terms and conditions;
  • k) We will endeavour to despatch prizes within 30 days of the competition end date. However, we cannot guarantee this delivery time; and
  • l) All competitions are not endorsed by or connected to Facebook or Instagram.
• 17.3 CURRENT COMPETITIONS
• • 17.3.1 Monthly Customer Photo Competition
  • a) Entrants must post their photo on Instagram from a public profile using the hashtag #cotswoldco
  • b) The competition will run each month from the first to the last day of the month.
  • c) A winner will be voted for by The Cotswold Company marketing team and announced on Instagram during the first week of the following month.
  • d) The winner will be given a code to the value of £200 which can be redeemed online at the checkout at www.cotswoldco.com. The code will be valid for 3 months from the date it is issued to the winner.
  • 17.3.2 TV Ad Competition – Win a £500 voucher to spend online or in-store.
  • a) Competition will run from Saturday 21st September to Tuesday 24th September 2024
  • b) Entrants must guess the name of the dog featured in our new TV ad
  • c) A winner with the correct or closest answer will be picked at random and contacted via email on Wednesday 25th September 2024
  • d) Winning entries must be claimed within 7 days of notification
  • e) There will be one winner that will receive a £500 voucher
  • f) The voucher can be redeemed online at cotswoldco.com or in any one of The Cotswold Company showrooms, excluding outlets
  • g) The prize is as stated and non-transferable, with no cash or other alternatives offered
  • h) The Cotswold Company reserves the right to replace the prize with an alternative of equal or higher value if circumstances beyond our control make it necessary to do so
  • i) The competition is only open to persons aged 18 or over and residents of mainland UK
  • 17.3.3 Stamford in-store Competition – Win a £200 voucher to spend at our new store
  • a) Competition will run from Saturday 14th September to Monday 16th September.
  • b) Entrants must guess how many stores the Cotswold Company has now that we have added Stamford.
  • c) A winner with the correct or closest answer will be picked at random and contacted via email on Tuesday 17th September.
  • d) Winning entries must be claimed within 7 days of notification.
  • e) There will be one winner that will receive a £200 voucher.
  • f) The voucher can be redeemed online at cotswoldco.com or in any one of The Cotswold Company showrooms, excluding outlets.
  • g) Applies to full price products only and excludes delivery costs.
  • h) The prize is as stated and non-transferable, with no cash or other alternatives offered.
  • i) The Cotswold Company reserves the right to replace the prize with an alternative of equal or higher value if circumstances beyond our control make it necessary to do so.
  • j) The competition is only open to persons aged 18 or over and residents of mainland UK.
  • 17.3.4 Customer Sentiment Survey
  • a) Last date for entry is midnight of October 16th 2024, any entries made after this date will not be accepted.
  • b) Prize draw is free to enter and no purchase necessary.
  • c) The Cotswold Company will not accept responsibility for any entries that are incomplete or not submitted correctly.
  • d) Prize draw available to UK mainland and Northern Ireland residents only.
  • e) Only one entry per person and The Cotswold Company reserves the right to refuse draw entry.
  • f) Winner will be chosen at random and contacted via email 48 hours after the closing date.
  • g) Winner will receive a Cotswold Company voucher to the value of £500 to be spent online at www.cotswoldco.com.
• 17.4 EMAIL SUBSCRIBER DISCOUNTS
• As a subscriber to our promotional emails you will be eligible for various special promotional discounts. These are often for email subscribers only and may not be visible onsite for all visitors. To access your discount simply click through from the promotional email you received and your discount will be automatically applied when you reach the checkout stage of your transaction. These discounts cannot be used in conjunction with any other offer, sale items, bundles or room set savings. If there is any issue with the discount being applied, please call our Customer Services team and they will be happy to help.
• 17.5 OUTLET ADVERTISEMENTS
• All discounted products featured in The Cotswold Company Outlet advertisement released in the Eastern Daily Press can be offered at this price for one week only. Products are sold on a first come first served basis and are available subject to stock levels at the Outlet premises. These products are returns and overstocks and naturally condition varies.
• 17.6 10% OFF ADDITIONAL ORDERS
• A selection of our customers are offered a 10% discount off any additional order placed within 48 hours of receiving their order confirmation. This 10% discount can only be retrieved as an ‘add on’ to an existing order. As an 'add on' any additional items ordered must be delivered to the same address as the original order. The special discount cannot be retrieved if the customer's original order (or any part of it) is cancelled.
• 17.7 AS SEEN ON TV
• Products marked with "As seen on TV" indicate that the range of furniture has been featured on our TV commercial not necessarily the product.

18. Promotional Offers

All voucher codes are subject to fair usage policy and as such can be declined if we feel abuse of that code is taking place. Vouchers can be applied to new orders only.

Selected customers will receive a promotional offer giving them a discount off their next order; this discount cannot be applied if a customer has cancelled their original order or redeemed if a customer re-orders the same product they have returned. This offer expires 31 days from the customer’s first delivery date and cannot be used in conjunction with any other offer, sale items, bundles or room set savings. Our customer service team have the right to refuse this discount if these terms and conditions are not adhered to.

In-store only discounts or discounts associated with store events cannot be applied to online or phone orders.

19. Environment

Our responsibility to the environment includes being compliant with the Consumer Information Obligation; in order to meet this, we provide information detailing recycling advice and guidance for our customers, including how and where to recycle, a guide to recycling symbols and top recycling tips. The overall aim is ensuring our customers are aware of their recycling responsibilities and have the correct information to become more environmentally friendly, in the home and work-place, all of which is focused around the traditional waste hierarchy principles of Reduce, Reuse and Recycle. This information is available via the following link: www.complydirect.com/the-recycling-room.

20. The Cotswold Company 15-year Upholstery Frame Guarantee

• 20.1 All our upholstered sofas, armchairs and footstools come with a free 15-year frame guarantee. This will cover faults to structural elements, such as:
• • a) Spring breakage
  • b) Wood breakage
  • c) Loose joints
• You will be protected from the date of purchase.
• 20.2 To make a claim, please contact our Customer Service team by giving them a call on 0333 200 1725 or send us an email on customercare@cotswoldco.com
• 20.3 When making a claim, you will need proof of purchase. Please note:
• • a) If any frame failures occur during your 15-year guarantee, we will cover the repair
  • b) While we will try our utmost to repair your upholstery using the same materials, we may have to use similar alternatives if the original is unavailable. This also applies to any fabrics that need replacing due to the frame fault
  • c) In the unfortunate event that your purchase is irreparable, we will substitute it with the same design. If the original design is unavailable, we promise to provide a replacement similar in style or price
• 20.4 This guarantee does not cover:
• • a) Normal wear and tear or accidental damage
  • b) The effects of spillages or excessive moisture on wood
  • c) Upholstery use within commercial settings
  • d) Products exported outside of the UK
  • e) Pet damage or furniture left in an unhygienic condition. Please ensure your purchase is kept clean, as our delivery team cannot collect/dispose of unsanitary items
  • f) Deliberate damage, mishandling or misuse

21. The Cotswold Company 15-year Structural Guarantee

• 21.1 All our furniture comes with a 15-year structural guarantee. This will cover any faults to structural elements, including:
• • a) frames
  • b) joints
  • c) hinges
  • d) handles
• You will be protected from the date of purchase.
• 21.2 Items within The Cotswold Company range, excluded from the structural guarantee are: garden furniture, home accessories and mattresses. Our Pure Natural Collection mattresses come with their own manufacturer’s guarantee.
• 21.3 The Cotswold Company 15-year Structural Guarantee is effective from the 1st February, 2023 and guarantees all new furniture items purchased on or after that date, excluding upholstery items and mattresses which both fall under The Cotswold Company 15-year Upholstery Frame Guarantee and Manufacturer’s Mattress Guarantee, respectively.
• 21.4 Your guarantee ensures that your furniture will be repaired, wherever possible, should you encounter problems - covered by the guarantee - within the 15-year period.
• 21.5 All repairs will be carried out by qualified service technicians, appointed by The Cotswold Company. We reserve the right to use an alternative, but similar materials to carry out your repair, should the original materials no longer be available.
• 21.6 In the unfortunate event that your purchase is irreparable, we will replace it with the same item, where possible. Or, if this is no longer available, a suitable alternative of the same quality and style will be offered. As both oak and painted furniture colours can change a little over time in your home, if you purchased more than one piece of furniture in the same range, there may be a slight variance in colour between your original pieces and any replacement supplied. This is normal since all furniture changes colour slightly over time.
• 21.7 In the event that your furniture does have to be repaired or replaced, the 15-year guarantee will still expire on the original guarantee expiry date (from the date of original purchase).
• 21.8 Should you need to make a claim, all relevant paperwork should be submitted within 28 days of this first being reported to The Cotswold Company.
• 21.9 This guarantee does not cover:
• • a) Ex-display models purchased in one of our stores
  • b) All outdoor furniture
  • c) Fabric. However, we offer a comprehensive five-year upholstery care plan for sofas and armchairs if you’d like additional fabric assurance
  • d) Mattresses (see separate guarantees individual to different mattresses)
  • e) Any items that have been adapted or altered by the purchaser
  • f) Normal wear and tear – including, but not limited to; staining, abrasion, tears and burns, accidental damage, paint chips or scratches, natural cushion interior settlement
  • g) Damage arising from natural changes to the timber or exposure to adverse environmental conditions – sunlight, adverse moisture or extreme heat (eg: situated too close to a radiator)
  • h) Situations where the furniture has not been properly maintained in accordance with our care instructions
  • i) Damage resulting from use in a non-domestic environment
  • j) Damage to wood surfaces caused by water or contamination from contact with chemicals, cosmetics or hair products
  • k) Product that has been exported outside of the UK
  • l) Product that has been purchased from The Cotswold Company Outlet store or similar
• Please note that the above is not an exhaustive list and is subject to change as our product offering grows.
• 21.10 To make a claim, please contact our Customer Service team by giving them a call on 0333 200 1725 or send us an email on customercare@cotswoldco.com
• 21.11 When making a claim, you will need to provide proof of purchase. Your order number, along with batch code or label, if possible and a photograph of the fault that is subject to the claim in question.
• 21.12 Should you wish to pursue a GDPR ‘Right to Erasure’ or ‘Right to be Forgotten’ request, this will invalidate the guarantee as your ‘proof of purchase’ will therein be removed from The Cotswold Company database. Please note you can still unsubscribe from our marketing channels without affecting and of The Cotswold Company guarantees.

22. Mattress Guarantee

• 22.1 Our Pure Natural Collection range of mattresses are guaranteed. The length of guarantee depends on which mattress has been purchased.
• 22.2 As you progress through the Pure Natural Collection, the length of the guarantee increases. Ranging from a six-year guarantee, through to a 15-year guarantee.
• 22.3 This guarantee covers the Pure Natural Collection only and not The Cotswold Classic Collection.
• 22.4 The guarantee is effective from the date of purchase and calculated from that date.
• 22.5 Your guarantee ensures that your mattress will be repaired, wherever possible, should you encounter problems - covered by the guarantee - within the guarantee period.
• 22.6 All repairs will be carried out by qualified service technicians, appointed by The Cotswold Company.
• 22.7 In the unfortunate event that your purchase is irreparable, we will replace it with the same item, where possible. Or, if this is no longer available, a suitable alternative of the same quality and style will be offered.
• 22.8 In the event that your purchase does have to be repaired or replaced, the guarantee will still expire on the original guarantee expiry date (from the date of original purchase).
• 22.9 To prevent invalidation of the guarantee, your mattress must have been placed on a good quality base or slatted system that is able to take the weight of the mattress and that the gaps between slats are no more than 7.5cm/2.5” apart.
• 22.10 This guarantee does not cover:
• • a) Ex-display models purchased in one of our stores
  • b) Normal wear and tear – including, but not limited to; staining, abrasion, tears and burns, accidental damage natural interior settlement
  • c) Situations where the furniture has not been properly maintained in accordance with our care instructions. If this has not been followed, the guarantee will become invalid
  • d) If the item has been damaged, or is in a dirty and unsanitary condition; whether deliberately or accidentally
  • e) Damage resulting from use in a non-domestic environment
  • f) Product that has been exported outside of the UK
  • g) Product that has been purchased from The Cotswold Company Outlet store or similar
  • h) Any damage that may have occurred as a result of professional cleaning
• Please note the above is not an exhaustive list and is subject to change as our product offering changes.
• 21.11 Should you need to make a claim, all relevant paperwork should be submitted within 28 days of this first being reported to The Cotswold Company.
• 22.12 To make a claim, please contact our Customer Service team by giving them a call on 0333 200 1725 or send us an email on customercare@cotswoldco.com
• 21.11 When making a claim, you will need to provide proof of purchase. Your order number, along with batch code or label, if possible and a photograph of the fault that is subject to the claim in question.
• 21.12 Should you wish to pursue a GDPR ‘Right to Erasure’ or ‘Right to be Forgotten’ request, this will invalidate the guarantee as your ‘proof of purchase’ will therein be removed from The Cotswold Company database. Please note you can still unsubscribe from our marketing channels without affecting and of The Cotswold Company guarantees.

S172 Statement for The Cotswold Company UK Ltd FY21

These terms were last changed on 29th August 2024. Errors and Omissions Excepted.