Terms & Conditions
We want you to be happy with your purchases and the service you receive from Stubenhocker. Here are our terms which tell you how we will deal with your purchase, delivery and any return that might be necessary.
Welcome to Stubenhocker’s website. As a user of this website, you acknowledge that any use of this site, including payment transactions you make, is subject to our terms and conditions below. Please read the terms and conditions before using this website. If you do not agree to be legally bound by the following T&C's, please do not proceed to use this site.
For all our home accessories, while the colour reproduction is a close representation, a very slight variation in the actual goods may occur due to the nature of materials used and the photographic effects. Unfortunately, no returns will be accepted after fourteen days from which the invoice is issued or received and without proof of purchase.
All sales are final for antique, up-cycled vintage and reclamation pieces. We encourage you to visit the STUBENHOCKER shop in Norwich to see each piece. We take great care to provide detailed information and images, however these are one off's, so their will be varying degrees of imperfections. If you have any questions please email and we will respond with as much information as possible.
For all new furniture and home accessories claims, you need to email or call us upon delivery, no claim will be accepted after 24 hours and a photograph/s must accompany every claim.
1. GENERAL TERMS
These terms apply to online orders only. Our terms and conditions do not affect your statutory rights. Any contract between you and STUBENHOCKER LTD will be governed by United Kingdom law and all disputes will be decided through the Courts of the United Kingdom.
STUBENHOCKER is the trading name of STUBENHOCKER LIMITED
Company number: 10070618
2. ORDER ACCEPTANCE
This website offers information on our products and the ability to place your order for such products. Order acceptance and the completion of a contract between you and STUBENHOCKER LTD will take place only when we confirm your order by email, unless you cancel the order in accordance with our terms as below, or we do not accept it or later cancel the order in accordance with our terms below.
3. NON ACCEPTANCE / REFUSAL OF TRANSACTION
We reserve the right not to accept your order or to cancel your order if any of the following apply:
We have been unable to process your payment, or payment is later cancelled by a bank or merchant service provider.
Payment has been made fraudulently or by illegal means.
The goods are unavailable from our stock.
The item/s are no longer available from the manufacturer.
We have made an error in pricing or product description.
We do not supply to your address.
In the event that your payment has been received in part or full for an order which is subsequently cancelled you will be reimbursed in full by the same method (and where applicable to the same debit/ credit card used).
4. ORDERING AND DELIVERY
Delivery charges will be shown at the time of order and we try to provide accurate pricing for this. We however reserve the right to change delivery charges subsequent to your online order if we discover a mistake in our pricing, we do not deliver to your area, or other information comes to light that would affect our delivery costs. You will of course be informed in such circumstance.
Where delivery is offered 'free' or 'included' we will not charge separately for delivery. Costs incurred by STUBENHOCKER LTD for the delivery of goods will be included in the total price paid.
Delivery will be made by courier or specialist delivery company depending on the goods and the delivery service you have chosen.
Lead times are estimates and we do not offer compensation for delays. The expected delivery time is usually shown on our website in days or weeks. This is a guide only and may vary due to many factors. When goods are out of stock or temporarily unavailable we will advise you of the progress of your order and an expected delivery date as soon as possible.
Once your furniture order arrives into stock we will only store it for up to 1 week free of charge, to allow a convenient delivery day for you. We reserve the right to charge for storage after 7 days at the rate of £8.00 per day. We can usually hold small items for a little longer without charge but large items such as sofas or cabinets will be chargeable unless agreed in writing at the point of order.
You will be informed of dispatch by email or telephone. You must inform us of non-delivery within 5 working days of this confirmation so that we can make investigations and ensure goods get to you as soon as possible. We will not be held responsible for goods undelivered after 10 days if you have not informed us of their non-delivery.
All shipping details and information provided remains confidential. No one other than STUBENHOCKER LTD has access to your e-mail or private information. All monies transferred through our website is secured and we do not hold any access to your account details or means of payment at any time.
You will need to be aware of the dimensions of goods to be delivered to you and check that there is sufficient access through your building including corridors, doorways, or stairs. For deliveries which fail due to lack of access for the size or weight of goods to be delivered we may charge for return of the order to us. If subsequent redelivery is required this will also be chargeable.
Delivery inside your building
Unless specifically stated all deliveries are to the ground floor entrance to your property/building. If we are able to assist delivery inside your property/building at your request, STUBENHOCKER LTD will not be liable for any damage to property or injury to persons on your premises however caused. We cannot move or dispose of existing furniture.
Products delivered to you by one of our courier services offers a maximum of three delivery attempts. If you are unavailable a note will usually be left or email sent. For some larger items a delivery date may be set with you in which case delivery will only be attempted once. If delivery fails because nobody is available to accept it, or you have supplied an incorrect delivery address, you will be charged at the full cost for return of goods to us and for any subsequent redelivery, even if delivery was originally offered free, or at a discounted rate.
Taxes and Duties
All our prices include VAT in the UK.
5. DAMAGED, MISSING, FAULTY OR INCORRECT GOODS
Please carefully inspect your packages when they arrive. If packaging is open or damaged please mark the delivery note as 'damaged' in the signature box (including hand held electronic capture devices). You may also choose to refuse the delivery and mark as 'damaged' (the goods will be returned to us).
Once opened, if you find your order is damaged, missing any parts, faulty or is any way incorrect please contact us immediately with the details either by email or by telephone 01603 638966 You must tell us within 24 hours of receipt.
Please keep all packaging and instructions and do not use. We will arrange collection, and for replacement, (with the exception of replacing reclaimed/vintage/antique/upcycled furniture) as soon as possible. You may also return goods directly to our shop. Please bring your receipt or order number. Ensure that you receive a written confirmation that goods have been returned to us.
Goods will be checked upon return. They must be complete and include all packaging and instructions. If goods returned as faulty are found not to be so, we consider the return as point '6' below 'Cancellation and Unwanted items'. We will let you know so you may decide how to proceed.
6. CANCELLATION AND UNWANTED ITEMS
We want you to be happy with your purchase and offer a 14 day return policy. You must notify us within 7 days of receiving your order, either by email or by telephone 01603 638966
This policy excludes antique, reclaimed, upcycled and vintage furniture, special orders or bespoke items which have been ordered to your specification from available options, or that we do not normally hold in stock, or that have been made to order by the manufacturer.
Special orders include all curtains, cushions, upholstery, furniture and other items listed on this website and have a lead time shown in the product description of more than 2 weeks. These items are not returnable. If you are unsure as to whether an item is special order please contact us before making your purchase.
We do not accept return of towels, linen or cushions unless it is in its original sealed and unopened packaging. Please check such items are suitable before opening.
Your statutory rights are not affected under Distance Selling Regulations.
The cost of returning unwanted goods is your (the buyer) responsibility. Goods must be returned by a trackable delivery method and insured for their full retail value. If returning in person you must ensure that you receive confirmation of return.
Goods should be returned to the following address:
16 Wensum Street
For any goods which are large, awkward, valuable or fragile (as determined by STUBENHOCKER LTD we reserve the right to nominate a specialist transporter to collect the goods for return to us, and to charge the cost of this transportation to the customer. You may also prefer that we collect any goods to be returned on your behalf for your convenience and security. Any costs charged to you for return will reflect the actual cost to ourselves including any administration and we will inform you of these prior to collection. The charge for collection will be made for each arranged collection date the customer accepts (if collection fails because you do not allow it or you are not available).
All goods must be returned in new, unused and original undamaged condition, complete with all original and undamaged packaging. New and unused means that there are no marks on the item or signs of any wear. Electrical items must not have been fitted or connected to a power supply.
We reserve the right not to accept an item with any indication it has been used. You will have the option to request goods be returned back to you, in which case we will charge for redelivery.
Postage or delivery costs on unwanted items will not be refunded. If delivery was offered 'free' or 'included' the actual costs of the delivery incurred by STUBENHOCKER will be deducted from the refund amount. Where a delivery was charged at a rate below the actual cost of delivery we reserve the right to refund the total amount less the actual delivery costs.
We will reimburse you within 28 days of a return (usually as soon as goods are checked). If we have arranged pick up of the goods we will deduct the cost from the refund. You must provide proof of purchase (if you do not have this and we are able to track your order, we may at our discretion still refund you, but we may ask you for proof of your identity and address). If you paid by credit card we will only make a refund to the same card.
10. HOW TO COMPLAIN
We strive to get things right, but if we do make a mistake please let us know and we will do our very best to resolve the matter to your satisfaction. Call us on 01603 638966 or email email@example.com