Delivery Charges* (UK Mainland ONLY, excluding Highlands and Islands and Northern Ireland).

Small Products
£11.50 (ex VAT)

Chairs
£69.95 (ex VAT) for chair installation, assembly and usage training

Desks
£69.95 (ex VAT) for frame and desktop installation, assembly, and usage training

* If you order items from outside the UK Mainland, we will likely need to send you an additional delivery invoice so we recommend contacting us for delivery charge quotations for other destinations including Highlands & Islands and Northern Ireland before placing a website order.

General

We accept all orders subject only to the terms and conditions which follow, and to the exclusion of all other guarantees, conditions or warranties (including any as to Quality and fitness for a particular purpose), whether expressed or implied by statute or common law or otherwise.

No additions to or variations from our terms and conditions shall have effect unless we accept such variation in writing under the hand of a Company Officer.

Our website, catalogue, price list or other advertising matter shall not form part of any contract between us. We reserve the right to modify designs and specifications without notice.

Prices

We will endeavour to maintain prices quoted, but we reserve the right to increase prices to take into consideration increases in costs incurred between acceptance of and delivery of an order.

All prices quoted are in pounds sterling (£).

Terms of Payment

Payment shall be made to us at the time and in the manner stated on our website.

Ownership of Goods

The title and property in goods supplied by Bespoke Wellbeing Ltd does not pass until full payment has been received by us, however the risk in respect of such goods passes to the purchaser at the moment of delivery. Until title in goods passes the purchaser shall hold the property of Bespoke Wellbeing Ltd in trust, if payment becomes overdue or the customer becomes insolvent, commences winding up procedures, commits an act of bankruptcy or has a Receiver or Administrator appointed, Bespoke Wellbeing Ltd may immediately reclaim the goods, if necessary by entering premises owned or occupied by the purchaser or the customer of the purchaser.

Insurance of Goods

After delivery, it is the responsibility of the customer to insure goods against loss and/or damage.

Deliveries

It is the customer’s responsibility to carefully check that all items have been delivered in the correct quantity and to the required specification. Any errors, omissions or damage to items must be notified to us, by telephone or email, within 24 hours of receipt of your delivery, or by the end of the next working day. This enables us to raise any queries with our couriers and with our despatch department.

Please note that any errors or omissions notified to us after this 24-hour period will not be considered.

Returns and Cancellation Rights
The Consumer Contracts Regulations 2013
Consumer Rights Act 2015

Under the regulations detailed above you have 14 days from the receipt of goods ordered to return items for a full refund, excluding carriage and installation.

Please retain all original packaging until after you have decided to keep the goods. Items not returned complete, in their original packaging, are not refundable.

If any item that you have ordered does not fully meet your needs then we must be notified, by telephone or email, within 14 days of your receipt of delivery. The cost of returning goods to us is to be at your own expense and we strongly recommend that you use an insured courier service (DPD, DHL, Yodel etc) for this and obtain a receipt of despatch as we will not be responsible for returned items which fail to arrive back with us or which are damaged in transit.

We do not refund the original outward carriage charges or any installation, assembly and usage training charges you have requested.

Returns Procedure

Please email us to confirm that you wish to return an item(s) within the 14-day cancellation period.

We will provide you with a Goods Return Number which must be clearly written on the outside of the package.

The cost of returning goods to us is to be at your own expense and we strongly recommend that you use an insured courier service (DPD, DHL, Yodel etc) for this and obtain a receipt of despatch as we will not be responsible for returned items which fail to arrive or which are damaged in transit.

All items being returned are to be addressed to the Goods Inwards Department, 6 Pendennis Road, London, SW16 2SW.

Once we have received the returned item we will check the goods and packaging to ensure that everything is intact and complete. A refund will be issued within 14 days of our receipt of the returned item(s).

If the item being returned is large, heavy or bulky then please contact us as we may be able to offer a collection service which will be chargeable.

Customised Items

Customised items include chairs with specific options fitted as specified by you in your order. Such items are individually built by the manufacturer to your requested requirements and are therefore exempt from distance selling regulations and are not returnable / refundable unless faulty or damaged in transit.

If your needs are complex and you need specific adaptations or chair options fitted then we recommend that you contact us before ordering to discuss your requirements.

Software

Software which has been unsealed, downloaded or activated is not returnable and non-refundable.

Guarantees

All chairs are supplied with a 5-year guarantee against fault in manufacture, including structural parts, when used in normal office conditions.
24-hour usage chairs carry a two-year guarantee.
The guarantee is conditional in that it covers normal use and that misuse has not taken place and that the final decision rests with Bespoke Wellbeing Ltd, their component and fabric suppliers. The guarantee is conditional on the chair being returned to Bespoke Wellbeing Ltd for assessment.

We reserve the right, at our discretion, to repair, replace or refund faulty items within the guarantee period.

Complaints Procedure

In the unlikely event that you wish to complain about an item or a service that you have received from us then please, in the first instance, contact us on 0330 088 1538. If we are unable to resolve a complaint to your satisfaction at that time then please submit a written complaint via email, explaining your dissatisfaction and the issue, to:
ergonomics@bespokewellbeing.co.uk.

You will receive a written reply within 14 days of your complaint.

Governing Law

All our transactions are made in England, and shall in all respects be construed and operate under English Law.

Revised and updated: 25.10.2024