Customer Service

PART A - Website usage terms and conditions

Welcome to the Lakeside Furniture Direct website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use:

•    The content of the pages of this website is for your general information and use only. It is subject to change without notice.
•    It is your responsibility to ensure that any product information or delivery service meets your specific requirements.
•    You acknowledge our copyright over the design, layout, look, appearance and graphics and written content. 
•    You acknowledge that unauthorized use or infringement of that copyright may give rise for us to a claim for damages against you.
•    For your convenience, this website may also include links to other websites. This does not signify that we endorse that website. 
•    For your information, all trademarks reproduced in this website, which are not the property of Lakeside Furniture Direct are duly acknowledged.
•    Use of this website is subject to the laws of England, Northern Ireland, Scotland and Wales.

 PART B - Information about Lakeside Furniture

This website is operated by Andrew Stancliffe  (Trading as Lakeside Furniture Direct) Lakeside Furniture Direct is operated as a Sole Trader ship. Lakeside Furniture Direct makes every effort to adhere to the Consumer Protection (Distance Selling) Regulations (2000)(DSRs) the Electronic Commerce Regulations (ECRs) and the Privacy and Electronic Communications Regulations (PECRs). If you have any questions or would like to know more about how we meet these regulations, please contact us by email or call us on: 01302 556 431(normal landline rates apply).

PART C - Terms and Conditions of Sale

These terms and conditions act both to protect your consumer rights and those of Lakeside Furniture Direct as a company. Please read these Terms and Conditions of Sale carefully. By placing an order through the website, you confirm that you have read, understood and agree to these Terms and Conditions of Sale in their entirety.  
If you do not agree to these Terms and Conditions of Sale in their entirety, you must not order any product through the website.

Product and service descriptions

We have taken reasonable steps to ensure that all products have been fairly described and offered to you at a fair price inclusive of VAT. However, when ordering products through the website, please note that:

•    Orders will be accepted if there are no material errors in the description of the goods or their prices as advertised on this website.
•    All prices are displayed in pounds Sterling inclusive of UK VAT.
•    Time sensitive offers are valid once payment is confirmed.
•    FREE delivery is conditional on UK mainland accessibility. Delivery costs should be confirmed by contacting us directly. 
•    Delivery can be expected within 7-30 days (in most cases). If a delivery cannot be completed after the customer has confirmed their availability to the couriers, a re-delivery charge of £20 will be applied to the customer account. 
•    The dimensions of our furniture descriptions are an approximation only.
•    We cannot guarantee that your monitor's display will accurately reflect the colour of the product on delivery.
•    All items are subject to availability. We will inform you as soon as possible if the product(s) you have ordered are not available and offer a refund or an offer on an alternative product at the same cost to us.  The alternative product must be the same price as the cancelled goods.
 
How to order

Please add any goods you wish to order to your online basket by clicking "Add to Basket". Please note product accessories are available at an additional cost and do not come with the product unless otherwise specified. Take care when placing your order and ensure that you have the accessories that you require.  You are not committed to any purchase until you have confirmed your order and made payment in full, and even then you have a right to cancel.  Once you have placed your order by going to the "Checkout", we will acknowledge your order and allow you the opportunity to alter any details. Once you have checked and confirmed that the details of your order are correct, you must provide your customer details and authorise us to conduct the payment transaction from your credit or debit card. You may only authorise payment from a card in your name.

If the goods you order are not available for any reason, we will inform you of the position by e-mail (at the email address provided with your order details). If the goods are temporarily out of stock, we will ask if you wish to wait for the goods to become available. If you do not, we will refund any money debited/charged to your credit or debit card in respect of the unavailable goods.
 
Payment

Payment is processed when you place your order inclusive of VAT which is added on any furniture for delivery within the EU. During the secure checkout process, you will be asked to complete your payment details. All fields indicated as compulsory (*) must be completed.  All card payments are subject to authorisation by your card issuer and we take payment when we accept your order shortly before dispatch. For your peace of mind, the site uses a secure hosting service that implements secure sockets layer technology to protect your credit card information.

Acceptance of your order

Soon after you complete the online checkout process, we will send you a confirmation email detailing you order, guarantee and your right to cancel. Our acceptance of your order will take place at the time we have charged/debited your card and dispatched the order to you.

Delivery Timescale

Goods you have ordered will be delivered direct to the address (where your payment card is registered for the first order), usually within 7-14 days or within 30 days at the latest. Depending on stock/re-order times, you may agree to a period beyond this 30-day timeline. If so, we would formalise this time frame in writing.
Should you have any questions about an order you have placed with us, we welcome you to contact us email or telephone 01302 556431.

FREE UK Delivery*

Lakeside Furniture Direct offers delivery across the UK mainland but if you live in a remote location, it is your responsibility to contact Lakeside Furniture Direct and ensure that we can deliver to your specified address before you place an order. 

Lakeside Furniture Direct offer a one person delivery service, larger items may require more then one person to lift, this should be provided by the customer unless formally agreed in advance, should Lakeside Furniture Direct need to provide this service and addtional fee may be charged. For further information please call on 01302 556431

We offer FREE delivery to most locations across the UK mainland excluding certain parts of Scotland. For a full list of postcodes that we DO deliver to in Scotland please see our delivery information. To qualify for FREE delivery your order total must meet or exceed £499, after any discount has been taken off. For further advice, questions or information please contact us before you place an order.

PLEASE NOTE THAT A VALID FORM OF ID WILL BE REQUIRED ALONG WITH A SIGNATURE ON DELIVERY.

PART D - Cancellation and Returns

If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Lakeside Furniture Direct will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.

If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:

•    The company will charge 10% of the item(s) sale value for a restocking fee in case where you the "customer" has placed an order, paid the deposit for the item(s) and then cancelled the order.

•    I want to cancel the order prior to dispatch: by law you are permitted to cancel your order prior to dispatch but please contact Lakeside Furniture Direct as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email.
•    I want to cancel a custom-made order: Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
•    I want to return damaged or incorrectly supplied products: If the products you receive are damaged or incorrectly supplied on delivery, you should notify Lakeside Furniture Direct as soon as possible so that we can organise collection, refund or substitution without charge to you. All items MUST be returned in its original packaging.

•    I have changed my mind on products I’ve received: If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform us within seven working days following the date of receipt in accordance with the Distance Selling Regulations. While you are entitled to a refund, you should be advised that Lakeside Furniture Direct cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
 
Customer organised returns

If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis but examples include:
•    Returned products are damaged in transit: If products on return are lost or damaged in transit, we reserve the right to seek direct costs from you. 
•    Returned products are not suitable for resale: On receipt of the returned goods, Lakeside Furniture Direct will inspect and assess the suitability of products for re-sale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.

Please note, Lakeside Furniture Direct will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance. 

Refunds

If you cancel your order in any of the circumstances set out above, we will refund any money paid by you as soon as possible but within 30 days. Products, which have been delivered to you, must be returned to us. If you do not you we will seek payment for the direct cost.
In the case you receive damaged or incorrectly supplied goods, we may offer you a replacement product or substitute of equal or higher value. In the event you are not happy with the substitute, we will collect the product at cost to us and you are still within your rights to request a refund.
Any refunds (including the cost of delivery) given by us will be made to the debit/credit card account provided when you placed your order as soon as possible but within 30 days. Should a dispute arise with Lakeside Furniture Direct pursuing you for direct costs, by law we will NOT charge/debit your payment card without appropriate authorization. In the event that a product is unwanted you have the right to return the product for a full refund. The company will charge £65 + 10% of the items sale value re-stocking fee in cases where Lakeside Furniture Direct has to make a collection of the goods. 

Maze Rattan Manufacturers Guarantee

Maze Rattan offer a 5-year guarantee on all products sold under the Maze brand. Please note, the 5-year guarantee only covers furniture for structural damage (framework), rust, and fade in the UK. The guarantee does not include the glass, fabric, cushion fabric or filling, rattan, or stitching supplied with the set (unless there is a manufactural defect which is reported within 48 hours of delivery).
 
PART E - Complaints

If for any reason you wish to lodge a complaint, please call us and follow this up by email or letter using the above address. We will endeavour to acknowledge your complaint within three working days. Please mark your correspondence ‘Complaint’.
In the case of damaged or incorrectly supplied goods, we may offer you a replacement or substitute product at cost to us. Any refunds given by us will be made to the debit/credit card account provided when you placed your order.

PART F - Promotions

Any promotion offered are granted at Lakeside Furniture Directs discretion and Lakeside Furniture Direct reserve the right to end any suggested promotion without prior warning. Additionally with the exception of FREE delivery again at the discretion of Lakeside Furniture Direct, buyers may only use one promotion at any one time. Fraudulent use of promotional codes may result in order cancellation and further legal action to be taken.

PART G - Images

All images used to promote products are provided by the product manufactures and are for illustration only. Lakeside Furniture Direct will not knowing false advertise any product images, nor will we not be held responsible for any discrepancy between the images and the delivered product, statutory rights unaffected.