Terms and Conditions

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Last updated: 01/06/2022

1. General 

1.1 By entering this website and placing an order you agree to the terms and conditions as set out below in which apply to the use of the www.housetohaven.co.uk website which is operated by House to Haven Ltd.

1.2 House to Haven Ltd, (registered in England and Wales, company registration number 13084111, a limited company whose registered office is at 130 High Street, Cranfield, Bedfordshire, MK43 0BS, a company authorised to conduct business in the United Kingdom ("House to Haven").

1.3 References to House to Haven as ‘we’, ‘us’ and ‘our’ shall be deemed to be references to House to Haven Ltd.

1.4 References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.housetohaven.co.uk website, as well as for telephone orders and face to face in the store.

1.5 These terms & conditions also cover our marketing emails and any other associated promotional activity.

1.6 By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, social, emails or via telephone.

1. 7 Before you place an order, if you have any questions relating to these Terms and Conditions, please contact our Customer Service team via email hello@housetohaven.co.uk, Tuesday to Friday, 10am to 5pm. 

2. Orders 
2.1    When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. 

2.2. By placing an order through our website, you are making an offer to House to Haven to purchase the goods outlined in your order upon the terms described in your order.

2.3 When you place an order, we will require your name, email address, credit/debit card, telephone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is required so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

2.4 We may not be able to change/amend or cancel your order once it's been picked for packing and dispatch.

2.5 After placing an order online, you will receive an email advising you that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you.

2.6 We will not be able to meet any obligations as a result of the following reasons:

  • If the product you ordered is out of stock.

  • We are unable to authorise your payment.

  • If it is identified that there is a product description or pricing error.

  • If customers do not reach any order criteria outlined in the Terms & Conditions.

  • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

2.7 Should there be an issue with your order including authorising payment, one of our Customer Service team will contact you either by telephone or email. 

2.8 House to Haven reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the House to Haven website.

2.9 When placing an order, you will be added to our email mailing list (under GDPR legitimate interest). However, should you wish to not receive mailings, you can unsubscribe via one the below options:
•    Amending your email preferences via the link at the bottom of each email. 
•    By clicking on the ‘unsubscribe’ link at the bottom of each email.  
•    Inform our Customer Service team via our Contact Us form and they will remove you. 

2.10 Once an order has been despatched from our warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.

2.11 You must check all items on receipt on deliver (the date you take ownership of the goods), as faulty or damaged items must be reported within 7 working days of receiving the parcel.


 3. Product Pricing and Descriptions
3.1    Prices
All prices listed on this website, social media accounts and marketing material are correct at the time of publication. All items are shown and charged in pounds sterling (GBP £) and are inclusive of UK sales tax (VAT) at the current rate. Prices are subject to change with no prior warning. 

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees.

We undertake all reasonable care to ensure that all the details, prices and descriptions of products on our website, social media accounts, marketing material are accurate at the time when they are either entered onto our system or printed. This also applies for promo codes created with the wrong discount. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions.

On very rare occasions, an error may occur, and goods may be incorrectly priced on our website and/or mailings. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all.

We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid.

3.2 Sales Price Adjustment 
House to Haven is happy to offer a Sale Price Adjustment on items purchased up to seven days prior to the start date of the sale. The same item must still be available at the time of your request and before any sale price adjustment can be made and the difference will then be issued in the form of a credit note which is valid for one year.

We are unable to offer a price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down. Sales item are non-refundable. 

3.3 Product Descriptions
Every care has been taken to ensure that the description and specification of our products are correct at the time of publication. Including dimension measurements which are approximate. However, specifications and descriptions of products on this website are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. 

While the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or device used to view the products.

Please note we cannot be responsible for any third-party articles, websites or all other external press for price discrepancies and the advertising of out-of-stock items. We will not be in the position to refund any price discrepancies between such articles and our website.

3.4 Product Variation
Some of our products are handmade and/or have a rustic finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary.

This applies to all products described as “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Handmade”, “Hand-Finish”, “Hand-Tufted”, “Hand-woven”, “Natural”, “Traditional”.

Some items are manufactured from natural sources, so size and colour may vary slightly making each piece completely unique

4. Payment Methods 
We accept payment from all major credit and debit cards: Visa, Mastercard, AMEX, Diners and Maestro. These are secure and fast ways to make a payment.

Please note that you will be charged straight away for the whole value of the order. This is also the case for items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.


5. Packaging
We’ve put a lot of love and thought into our packaging as well as our product collections. Something we're very passionate about here at House to Haven.  It's important to us, that the packaging for our products aligns with what we stand for - an environmentally friendly haven. 

We seek to end packaging waste and its undesirable effects on the environment. We prioritise the use of recyclable packaging and try our best to find ethically sourced materials and even recycle packaging. We are committed to only using necessary packaging and easily recycled materials wherever possible.

You can read more about our eco-friendly packaging here.


6. Order Cancellation 
If you wish to cancel your entire order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. 


Your right to cancel an order for goods starts from the moment you place your order and ends 14 days from the day you receive your goods.


Please refer to our Delivery & Return Policy for full cancellation terms. 

For Afternoon Tea Crockery Hire cancellation terms please see "8.6 Cancellation Hire Charges" below.


7. Delivery & Returns Policy
You can read our full Delivery and Returns policy here.

 

8. Afternoon Tea Crockery Hire

8.1 Responsibility / Liability 

8.1.1.  All items remain the property of House to Haven at all times.
8.1.2. All items hired from House to Haven remain the responsibility of you, the hirer, including if left at other premises or used by other parties i.e. caterers, until return. This includes loss or breakages.
8.1.3. By placing an hire order with House to Haven you are agreeing to these terms and conditions.
8.1.4. House to Haven accepts no responsibility in the event of any injury, accident or damage caused by the use of or the presence of hire crockery or décor items during or after the hire period.
8.1.5. Tea set hire is for one day’s use. Hire will cover 3 days in total (a day for collection, your event day and a day for drop off).

8.2 Hire Items
8.2.1. The crockery are co-ordinated sets and may not necessarily match. We will try to ensure that all items complement each other and your chosen style. We are unable to guarantee certain colours or specific sizes.
8.2.2 Due to the nature of the vintage items, there may be signs of wear, such as faded gilding or slight crazing, but there will be no cracks or chips to the china or glassware.

8.3. Care & Cleaning
8.3.1. Please empty any liquids and remove any excess food before repacking the items back into the plastic bags provided.
8.3.2. Washing of all items is included in the hire charges. 
8.3.3. If items are washed during the hire period for reuse, the hirer agrees not to use a dishwasher or high-pressure water spray. Please ensure to only use warm soapy water, then either air dry or hand dry with soft tea towel.
8.3.4. On no account should scouring pads or abrasive powder be used on gold and silver cutlery which could result in permanent damage. Please only rinse in warm soapy water.
8.3.5. If any items are returned in a soiled condition, it is on the understanding that a cleaning surcharge will be incurred. The cost of this charge is up to 25% of the hire charge and is raised on all soiled items. This charge excludes linen and décor items.
 
8.4 Packing Items

8.4.1. House to Haven agree that all items including hampers will be clean, sanitised and for particular items packaged in clear plastic sealed bags, ready for use.

8.4.2. All items are to be checked and signed for by the hirer upon collection. An inventory checklist will be provided where you will be asked to sign. After signing, you are fully responsible for the care of all hired crockery and décor items. You are then therefore expected to return them in good order.
8.4.3. You must telephone or email immediately or before your event takes place, to advise if there are any breakages, loss and/or damage to the hire items. All items must be kept safe and dry until they are returned.

8.4.4. Ensure all plates/bowls which arrive with packaging foam sheets in between them, are repacked in the same way with the sheets, to avoid any damage to the items.
8.4.5. Items are to be repacked in the hampers / baskets in same way as delivered (matching the sets is not required). Please remember to retain the packaging for the repack in preparation for collection.
8.4.6. Please ensure broken items are kept separate to avoid injuries.
8.4.7. No items are to be defaced or packaging relabelled or written on.

8.5 Missing / Damaged Item Items
8.5.1. You are responsible for loss or damage to the items, from the time of collection until their return to House to Haven.
8.5.2. Missing items (which have not been returned broken) will be charged at £10 per item, £40 for teapots and £35 for cake stands.
8.5.3. If you find any missing items, please let us know and return within 14 days from your event date. If you have been charged for the loss of the item(s), we will refund this back. Should the items be returned outside this time frame, then you will be charged an additional hire charge for the period.
8.5.4. You will have 7 working days from the date House to Haven has notified you to dispute any missing or damaged items. After that period, we will assume agreement and an invoice will be produced.
8.5.5.You are liable for any breakages, cracks or chips of any crockery or décor items. If the crockery / décor items are damaged / torn or broken items are charged as followed per: Teacup / saucer / side plate £3.00 per item, sugar bowl / milk jug £4.00, dinner plate / dessert bowl £4.00, cake plate £5.00, three tired cake stand £20.00, glass cake stand £10.00, teapot £25.00, cutlery £2.00 per item, cake slice £5.00, coffee pot £25.00, table decorations £20.00, bunting £5.00, tablecloth / table runners £10.00.
 
8.6 Cancellation Hire Charges
8.6.1. Any hire order or part thereof cancelled will be charged as below:
- Within 14 days from the collection date = 50% of the hire fee
- Within 7 days from the collection date = 100% of the hire fee
8.6,2. Cancellations must be made in writing by email to hello@housetohaven.co.uk and any outstanding payment settled within 30 days of cancellation.
8.6.3. You may incur an additional charge of 25% if your order has already been picked for collection and cancellation is made after this.