Sale & Return Terms

In respect of our Sale & Return Terms below, the word ‘you’ applies to the customer. The law of England applies to these terms, irrespective of the country of delivery. Our Terms clearly state what we will and will not do when we supply our products to you. They are the basis of our offer to you and do not affect your statutory rites.

Consumer Contracts Regulations 2013 & Returns Window

These Regulations give you the right by law to a 14 day ‘cooling-off period’. During this time you can change your mind once you have seen the goods. In practice this means that you have 14 days after receipt of the goods to notify us of your intention to return them (at your own expense) and get a full refund of their cost. We should receive goods a maximum of 14 days after the cooling-off period; hence the total return window is 28 days. Goods should reach us in good resellable/resalable condition.

Sale Terms

All prices are in GBP (Great British Pounds). Prices stated on the website are the price for the item. Depending on your location, any delivery costs are added at the Checkout. All orders are offers to buy, which will not be accepted until we have taken payment. We use an SSL secure ordering system – we cannot be responsible for delays or losses caused by failures of this system. The right to refuse/decline any order is ours, in which case any payment taken will be fully refunded.

Please double check that you have ordered the correct item before you submit your order and when you receive the order confirmation. Please notify us as soon as possible and within 24 hours in case of any alterations. Alteration/cancellation at a later stage will incur a 10% handling charge.

All items will be carefully labeled; if you have any questions do not hesitate to phone or email us at sales@browfarm.co.uk and we will ensure you receive a prompt reply.

Each page on our site shows standard sizes and dimensions. We do reserve the right to change the size, weight and shape of any products for safety or other reasons.

International Sales

You may be subject to local taxes and duties levied in your country, of which we are unaware. By placing an order you agree that it is your responsibility to cover such costs. If you are purchasing from a country outside the European Union then you are responsible for ordering and paying the cost of our providing any required Phytosanitary certificate from DEFRA (the Department for Environment, Food & Rural Affairs). Items shipped without this certificate are done so at your own risk.

VAT (Value Added Tax)

VAT is included in our prices but will be deducted from orders placed from, and for shipping to, countries outwith the EU. We will not deduct for Non-UK/EU business orders shipping to countries within the EU but outside the UK. It is up to said business to reclaim this themselves.

Cancelling an Order

You can cancel an order by emailing us at sales@browfarm.co.uk. If the goods have already been dispatched to you we will refund the cost of the item on their return to us. You can of course refuse delivery, in which case they will be returned to us by the courier at no cost to you.

Return Terms

Custom made products are non-returnable.

For health and hygiene reasons we are not able to accept returns on Pillows and Pillow Cases unless they are unopened, or if faulty.

Goods must be returned in resellable/resalable condition; unused, not washed or damaged in any way, and in their original packaging. The customer is responsible for the safe return of goods to us, and is responsible for any goods lost or damaged in transit. We recommend using a standard signed for delivery service.

Please email us (sales@browfarm.co.uk) for authorisation before returning goods. We will refund the cost (of the goods only), or exchange for comparable goods within 21 days, depending on your preference.

Faulty or Damaged Goods, Delivery Delays and Supply Errors –

In the event of any goods supplied being faulty or arriving in a damaged condition, having had errors in processing, or delays in delivery, please telephone or email us. All complaints will be dealt with as quickly as possible and any remedial action taken will be explained by phone or email on the same working day if practical.

Faulty or damaged goods will either be replaced or a refund made (including the cost of any return postage), at our discretion.

In the event of the wrong goods being supplied to you in our error, we will refund the return cost.

Warranties

Soft furnishings are warranted for 30 days of receipt for stitching and workmanship, not including normal wear and tear, damage due to washing or overheating, or any kind of miss use.

Customer Privacy

Customer details are kept in compliance with the UK Data Protection Act (and GDPR). We do not make these available to unauthorised third parties – see our Privacy Policy for more details.