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Customer terms
Terms & Conditions
These terms explain how orders are placed and accepted, how payment and delivery work, customer responsibilities, cancellation and consumer rights, Brooklands’ frame warranty, website use and how personal information is handled.
At a glance
Clear terms for ordering furniture from Brooklands
Important terms should be read before placing an order, particularly delivery access, product specifications, custom orders and cancellation rights.
Check accessCustomers must confirm furniture can reach the intended location safely
Frame onlyVoluntary six-month warranty applies to the structural frame only
Rights protectedNothing in these terms removes non-excludable statutory consumer rights
Contents
Browse the terms by topic
Who we are
Brooklands Home Decor
Add the full legal business address before publishing
Email: Add the business email before publishing
Telephone: Add the business telephone before publishing
When a contract is formed
Placing an order is an offer to buy. An automated acknowledgement does not necessarily mean the order has been accepted. The contract is formed when Brooklands confirms acceptance or dispatch, depending on the wording of the confirmation sent to the customer.
Complete and verify the legal business details in the Theme Editor before publishing.
1. Scope
These terms apply to consumer purchases from Brooklands Home Decor through the website, by telephone or through another agreed distance-selling method. Separate written terms may apply to trade, commercial or bespoke business transactions.
2. Eligibility and authority
Customers must be legally capable of entering into a contract and must provide complete and accurate information. A person ordering for another individual or organisation confirms that they are authorised to do so.
3. Order acceptance
Brooklands may decline or cancel an order before acceptance where a product is unavailable, information is incorrect, payment is not authorised, delivery is not reasonably possible, a pricing error is identified, fraud is suspected or another legitimate reason applies. Any payment taken for an order that is not accepted will be returned.
Products and orders
Product information and customer choices
Dimensions and tolerances
Published measurements are practical guides. Small manufacturing and measurement tolerances may occur. Customers should contact Brooklands before ordering where a measurement is critical.
Natural variation
Wood grain, fabric weave, velvet pile, shading, leather markings, colour and texture can vary. Reasonable natural variation is not automatically a fault.
Customer selections
The customer is responsible for checking the selected product, size, orientation, fabric, colour, configuration and quantity before submitting the order.
4. Availability
All products are subject to availability. Stock information and estimated lead times may change. If an item becomes unavailable or materially delayed, Brooklands will contact the customer and explain the available options.
5. Made-to-order, personalised and customised goods
Products made or altered to a customer’s specification may begin production after order acceptance. Changes or cancellation may not be possible once production or sourcing has started. Statutory exceptions may limit change-of-mind cancellation rights for personalised or bespoke goods, without affecting rights where goods are faulty or not as described.
6. Changes requested by the customer
Brooklands will consider requested order changes but cannot guarantee them. Any approved change may affect price, availability and delivery time and will be confirmed before proceeding.
Pricing and payment
Prices, payment methods and finance
Prices
Prices are displayed in pounds sterling and include VAT where applicable unless clearly stated otherwise. Delivery, upper-floor, assembly, redelivery or other service charges may be additional and will be shown or agreed separately.
Payment
Orders must be paid using an available checkout method unless Brooklands agrees otherwise. Payment may be declined or reviewed by the payment provider or fraud-prevention systems.
Finance providers
Finance, instalment and deferred-payment products are supplied by independent providers. Eligibility, approval, repayment schedules and complaints concerning finance are governed by the provider’s terms.
Pricing errors
If a clear pricing or product-information error is discovered before acceptance, Brooklands may contact the customer for instructions or decline the order and refund any payment taken.
7. Promotions and discount codes
Promotions may have separate eligibility, expiry, product and usage conditions. Unless stated otherwise, discounts cannot be exchanged for cash, combined or applied retrospectively.
8. Additional charges
Charges that may apply include delivery below the qualifying free-delivery threshold, Ireland delivery, upper-floor delivery, assembly, special scheduling and redelivery. Brooklands will disclose or agree applicable charges before the relevant service is supplied.
Delivery and access
Delivery arrangements and customer responsibilities
Read the full Delivery Information page before ordering.
Estimated delivery
UK and Ireland
Brooklands aims to deliver most UK orders within approximately 10 days and Ireland orders within approximately 15 days. These are estimates, not guaranteed dates, unless Brooklands expressly agrees otherwise in writing.
Customer access responsibility
- Measure doors, hallways, stairs, landings and lifts.
- Clear the delivery route and protect vulnerable surfaces.
- Arrange removal of doors, windows or obstructions where needed.
- Ensure an authorised adult is present for delivery.
9. Delivery coverage and charges
Brooklands delivers throughout England, Scotland, Wales, Northern Ireland and Ireland. Free delivery applies to qualifying orders over £1,000. For orders below £1,000 and deliveries to Ireland, contact Brooklands for a quotation.
10. Two-person delivery and positioning
Furniture is normally delivered by a two-person team. The service provided depends on the order, access and any additional service agreed in advance. If safe delivery inside is not possible, the item may be placed at the nearest safe and accessible location, or delivery may be unsuccessful.
11. Upper floors, assembly and packaging
Ground-floor delivery is included. Where safe access allows, first-floor delivery is £20, second-floor delivery is £30 and third-floor delivery is £40. Higher floors or unusual access may require a quotation. Assembly is available on request from £30. Protective packaging can be removed after a completed delivery at no additional charge.
12. Failed delivery and redelivery
A reasonable redelivery or failed-visit charge may apply where delivery cannot be completed because of a missed appointment, unsuitable or undisclosed access, absence of an authorised person or another customer-related reason. Charges will reflect the circumstances and should not operate as an excessive penalty.
13. Delivery inspection
The customer should inspect visible components while the team is present. Visible damage, missing items or delivery-related issues should be reported immediately to the delivery team and to Brooklands on the same day, with photographs where possible. This reporting request does not remove statutory rights concerning faults discovered later.
14. Collection
Collection may be arranged from the West Yorkshire collection point. Brooklands will confirm when the order is ready, identification or order evidence required, and collection arrangements. Responsibility and risk pass as provided by law and the confirmed collection arrangement.
Cancellations and faulty goods
Consumer rights remain protected
No general voluntary returns service
Brooklands does not offer a general discretionary change-of-mind returns service beyond rights required by law.
Eligible distance purchases
Consumers buying eligible standard goods online or at a distance normally have 14 days after delivery to notify cancellation, followed by a further period to return the goods, subject to legal conditions and exceptions.
Faulty or incorrect goods
Goods must be as described, of satisfactory quality and fit for purpose. Contact Brooklands promptly if goods are faulty, incorrect, incomplete or damaged.
Return arrangements
Large furniture must not be returned without Brooklands’ instructions. For an eligible change-of-mind cancellation, direct collection or return costs may be payable by the customer where properly disclosed and lawful.
15. Statutory cancellation rights
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, Brooklands will respect the statutory cancellation period and provide the required refund, subject to applicable exceptions, lawful deductions and return-cost rules.
16. Cancellation exceptions
Change-of-mind rights may not apply to goods made to the customer’s specification, clearly personalised or otherwise within a legal exception. These exceptions do not remove remedies where goods are faulty, misdescribed or fail to conform to contract.
17. Consumer Rights Act 2015
Nothing in these terms excludes the customer’s rights under the Consumer Rights Act 2015. Depending on timing and circumstances, remedies for non-conforming goods may include rejection and refund, repair, replacement, price reduction or a final right to reject.
18. Refunds
Approved refunds are normally made to the original payment method within the applicable legal timeframe. Payment providers and banks may require additional processing time outside Brooklands’ control.
Full details are provided on the Returns, Cancellations & Faulty Goods page.
Warranty and liability
Six-month frame warranty and lawful limits
Voluntary warranty
Structural frame only
Brooklands provides a six-month voluntary warranty from delivery against verified manufacturing defects in the internal structural furniture frame during normal domestic use.
Outside the frame warranty
The voluntary frame warranty does not include upholstery, stitching, cushions, fillings, mechanisms, feet, fittings or accessories unless separately stated. Customers should inspect these components at delivery.
19. Warranty exclusions
The voluntary warranty does not cover normal wear, settlement, softening, creasing, shading, natural material variation, accidental damage, misuse, neglect, overloading, pet damage, commercial use, access damage, incorrect assembly, unauthorised modification or repair.
20. Warranty claims
Claims must include proof of purchase, order details, a description and reasonable photographic or video evidence. Brooklands may arrange inspection. Do not dismantle, alter or repair the furniture before assessment. If accepted, Brooklands will determine an appropriate warranty remedy.
21. Liability that is not excluded
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights concerning title or goods, or any other liability that cannot legally be excluded or limited.
22. Reasonable liability limits
Subject to the paragraph above, Brooklands is not responsible for losses that were not reasonably foreseeable when the contract was formed, losses caused by customer breach, access failure or misuse, or business losses suffered by a consumer purchasing mainly for private use. Any limitation will apply only to the extent permitted by law.
23. Events outside reasonable control
Brooklands is not responsible for delay or failure caused by events outside reasonable control, but will take reasonable steps to minimise disruption and will communicate material changes. Statutory rights relating to serious delay or non-performance remain unaffected.
Privacy and data protection
UK GDPR, Data Protection Act 2018 and current data law
Brooklands processes personal information in accordance with applicable UK data protection and electronic-marketing law.
Applicable framework
This includes the UK GDPR, Data Protection Act 2018, Privacy and Electronic Communications Regulations 2003 and amendments introduced by the Data (Use and Access) Act 2025 where applicable.
Purpose of processing
Information may be used to process orders, take payment, arrange delivery, answer enquiries, prevent fraud, meet legal duties and provide permitted marketing.
Sharing
Information may be shared with Shopify, payment providers, delivery and assembly partners, technology suppliers, professional advisers and authorities where needed and lawful.
Customer rights
Depending on the circumstances, individuals may have rights of information, access, correction, deletion, restriction, objection, portability and complaint.
24. Privacy Policy
The Brooklands Privacy Policy explains who controls personal information, categories collected, lawful bases, sharing, international processing, retention, cookies, marketing and how to exercise rights. It forms part of the customer information provided with these terms.
25. Cookies and electronic marketing
Essential technologies may be used to operate checkout, accounts, security and privacy preferences. Optional analytics, advertising or marketing technologies are used only where an appropriate legal basis and consent mechanism apply. Marketing messages include a method to unsubscribe where required.
26. Data accuracy
Customers should provide accurate contact, billing and delivery information and notify Brooklands of relevant changes. Brooklands is not responsible for avoidable delay caused by incorrect details supplied by the customer.
27. Data protection complaints
Privacy concerns should first be sent to Add the privacy email before publishing. Individuals may also complain to the UK Information Commissioner’s Office where they believe data protection law has been breached.
The separate Privacy Policy should be reviewed whenever apps, analytics, advertising, delivery partners or customer-data practices change.
Website use and law
Using the Brooklands website
28. Acceptable use
Users must not misuse the website, introduce malicious code, attempt unauthorised access, interfere with operation, scrape content unlawfully, use the site fraudulently or infringe another person’s rights.
29. Intellectual property
Website design, text, graphics, logos, product presentation and other original content are owned by or licensed to Brooklands unless stated otherwise. Content may not be copied, republished, sold or commercially exploited without permission, except where law allows.
30. Third-party links and services
The website may link to independent providers including payment, finance, social-media or review services. Brooklands does not control their websites or terms and is not responsible for their independent content or processing.
31. Website availability
Brooklands aims to keep the website available and accurate but does not guarantee uninterrupted or error-free access. The site may be changed, suspended or maintained where reasonably necessary.
32. Changes to these terms
Brooklands may update these terms for future orders to reflect legal, operational or service changes. The terms applying to an existing order are generally those supplied or available when the contract was formed, unless a lawful and agreed change applies.
33. Severability and waiver
If a court finds part of these terms unlawful or unenforceable, the remainder will continue where possible. A delay in enforcing a right does not automatically waive that right.
34. Third-party rights
Unless expressly stated, a person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
35. Governing law and jurisdiction
These terms and consumer contracts are governed by the law of England and Wales. Consumers living in Scotland or Northern Ireland retain any mandatory rights to bring proceedings in their local courts. Nothing prevents either party from using an available alternative dispute-resolution process where agreed.
36. Contact
Questions about these terms should be sent to Add the business email before publishing or through the Brooklands Contact page. Include the order number where the question concerns an existing order.
Frequently asked questions
Terms questions answered
When does Brooklands accept my order?
Submitting an order is an offer to buy. A contract is formed when Brooklands confirms acceptance or dispatch in accordance with the confirmation sent to you.
Can Brooklands cancel an order?
Before acceptance, Brooklands may decline an order for a legitimate reason such as unavailable stock, payment failure, pricing error, suspected fraud or delivery impossibility. Any payment taken for an unaccepted order will be returned.
Do I have to check access?
Yes. Customers must measure the complete delivery route and arrange removal of obstructions where needed. Access failure is not a product fault, and redelivery or collection charges may apply where lawful.
Are made-to-order products cancellable?
Made-to-order, personalised or customised products may fall within a legal exception to change-of-mind cancellation rights. Rights concerning faulty or misdescribed goods remain unaffected.
What warranty is included?
Brooklands provides a voluntary six-month warranty for verified manufacturing defects in the internal structural frame only. It is additional to statutory consumer rights.
How does Brooklands use my data?
Personal information is used for purposes including orders, payments, delivery, support, legal compliance, security and permitted marketing. Full details are in the Privacy Policy.
Need clarification before ordering?
Contact Brooklands for help with product details, access, delivery charges, assembly, customisation or these terms.
