Terms & Conditions

These Terms & Conditions apply to purchases made from Tides Home & Garden, both online and in our Brentwood showroom. Please read them carefully before placing an order.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

About Us

Tides Home & Garden
18 High Street
Brentwood
Essex
CM14 4AB

VAT Number: 888580066
Email: web@tideshomeandgarden.co.uk
Telephone: 01277 231799

Products

We offer a range of furniture, lighting, home accessories and interior products, including in-stock, ordered-in, pre-order and made-to-order pieces.

We take care to ensure that product descriptions, photographs, dimensions, colours and specifications are as accurate as possible.

Please note:

Colours and finishes may appear differently depending on your screen or device settings.
Natural materials such as wood, stone, marble and leather, and handmade or hand-finished products, may display variations in colour, grain, texture and pattern. These variations form part of the individual character of the product and are not necessarily defects.
Product dimensions are approximate and minor variations may occur, particularly with handmade and upholstered products.
Products purchased at different times may come from different production batches and we cannot guarantee an exact colour or finish match.
Some lifestyle images may be AI-generated to help demonstrate how a product could look in a room setting. These are intended to represent the product as closely as possible, but customers should refer to product photographs, specifications and available samples or swatches when making their final selection.
For upholstered products, we strongly recommend requesting a fabric swatch before ordering wherever available, as fabric colours and textures can appear differently on different screens.

If you require further information about a product before ordering, please contact us.

Product Availability

All products are subject to availability.

Some products displayed on our website are held in stock by Tides Home & Garden, while others are ordered from our suppliers following receipt of your order.

Supplier stock levels, ranges and availability can occasionally change before our website is updated. A supplier may also discontinue a product without prior notice.

If we are unable to supply an item you have ordered, we will contact you as soon as possible and offer an appropriate alternative where available or provide a refund where applicable.

Orders

When you place an order, you are making an offer to purchase the products in your order.

We will send you an order confirmation by email. If for any reason we are unable to fulfil your order, we will contact you as soon as possible.

We reserve the right to cancel or refuse an order where, for example:

An item is unavailable or has been discontinued
Payment cannot be authorised
There is an obvious error in the price or product information
We are unable to deliver to the address provided
We reasonably suspect fraudulent activity

If we cancel an order after payment has been taken, we will refund the amount due.

Pricing Errors

We take reasonable care to ensure that prices shown on our website are accurate. However, errors can occasionally occur.

If we discover an obvious pricing error affecting your order, we will contact you as soon as possible. Where appropriate, you will be given the option to proceed at the correct price or cancel the affected item for a full refund.

We will not knowingly supply a product at an obviously incorrect price where it would be unreasonable to expect the pricing error to be honoured.

Prices & Payment

All prices shown on our website are in pounds sterling and include VAT where applicable.

Delivery charges are shown separately at checkout where applicable.

We accept the payment methods displayed at checkout, which may include major credit and debit cards, PayPal, Klarna, Clearpay and other payment or finance options.

Finance and buy-now-pay-later services are subject to the individual provider's eligibility requirements, approval and terms.

Made-to-Order Furniture

Some of our furniture is made or ordered specifically following your purchase and may be produced in the configuration, fabric, colour or finish you select.

Please check your selections carefully before placing your order.

Production may begin shortly after your order is confirmed. We therefore strongly recommend that you:

Request a fabric or finish sample where available
Check all product dimensions
Check access dimensions throughout your property
Check your chosen configuration, including left-hand or right-hand orientation
Check your chosen fabric, colour and finish
Contact us before ordering if you are unsure about any aspect of your selection

Where appropriate, we may contact you to verify your selections before submitting an order for production.

Lead times shown for made-to-order products are estimates based on information supplied by the manufacturer. Manufacturing, material or fabric availability and circumstances outside our reasonable control may occasionally affect these timescales. We will keep you informed of significant changes.

Bespoke & Personalised Products

Under UK consumer law, the normal distance-selling right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised.

This may include products manufactured to non-standard dimensions, products made using a specially sourced or customer-supplied fabric, or products manufactured with a genuinely bespoke specification or finish.

However, a product is not automatically exempt from statutory cancellation rights simply because it is described as "made to order" or manufactured after an order has been placed.

Where a product is genuinely bespoke or personalised and therefore excluded from the statutory right to cancel, we will make this clear before you place your order.

Nothing in this section affects your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

Changes to Made-to-Order Products

If you wish to change a fabric, finish, configuration or another specification after ordering, please contact us immediately.

Production can begin shortly after an order is confirmed and we cannot guarantee that changes will be possible once production has begun.

Where a requested change is possible but results in additional supplier or manufacturing costs, these may be payable by the customer where legally permitted and agreed.

Delivery

We deliver using a combination of parcel couriers, specialist furniture delivery partners and, where applicable, our own delivery team.

Delivery charges are calculated according to the size, type and destination of the product and are displayed or advised before the order is completed.

Delivery times and lead times shown on our website are estimates unless expressly agreed otherwise. Supplier, manufacturer or courier delays can occasionally occur. We will endeavour to keep you informed of significant delays and your statutory rights remain unaffected.

Orders containing products from different suppliers may arrive separately.

Furniture Delivery & Access

It is the customer's responsibility to ensure that furniture will fit into the property and through all necessary access points.

Before ordering, please check both the dimensions of the product and the dimensions of:

External and internal doorways
Hallways and corridors
Staircases and landings
Lifts
Tight turns
The intended room and final position

Please also tell us before delivery about any unusual access restrictions that may affect delivery, including restricted parking, narrow roads, stairs, lifts or other difficulties.

If delivery cannot be completed because furniture does not fit, access information was not disclosed, nobody is available at an agreed delivery time, or the property is otherwise not ready to receive the goods, reasonable redelivery and/or associated costs may apply.

Preparing Your Home for Furniture Delivery

Customers are responsible for ensuring that the delivery route and intended room are safe, clear and reasonably prepared before the delivery team arrives.

Please remove fragile items, ornaments and other obstructions and ensure that hallways, doorways, staircases and the intended position for the furniture are clear and accessible.

Where building, decorating, renovation or other works are taking place, the customer must ensure that the delivery route is safe and sufficiently clear for furniture to be delivered without unreasonable risk to the goods, the property or the delivery team.

Floors, walls and other vulnerable surfaces should be appropriately protected before delivery where necessary.

Our delivery teams must comply with applicable health and safety requirements and safe-working procedures. Customers must not require delivery personnel to remove required safety footwear or disregard other safety procedures.

If the delivery team reasonably considers that access or conditions at the property are unsafe, unsuitable or likely to cause damage, they may decline to complete the delivery or may offer an alternative safe delivery point.

Where a further delivery is required because the property was not suitably prepared or safe for delivery, a reasonable redelivery charge may apply.

Care of Your Property During Delivery

Our delivery teams will take reasonable care when delivering goods into your home.

We recommend that you inspect the delivery route and surrounding area once delivery has been completed and tell the delivery team immediately if you believe any damage has occurred.

If you notice possible property damage after the delivery team has left, please contact us as soon as reasonably possible and provide photographs and details so that we can investigate.

We will consider any claim based on the circumstances and available evidence.

We will not be responsible for pre-existing damage, damage caused by third parties, or loss or damage that was not caused by a failure on our part to exercise reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded.

Failed Delivery, Redelivery & Storage

Customers should be prepared to accept furniture within the delivery period agreed or advised.

If an agreed delivery cannot be completed because nobody is available, access is unsuitable, the item will not fit, the property is not suitably prepared or another circumstance within the customer's control prevents delivery, reasonable redelivery charges may apply.

If goods are ready for delivery but a customer asks us to hold them for an extended period, reasonable storage charges may apply. We will advise you of any applicable charge before it is incurred.

Inspecting Furniture on Delivery

We recommend inspecting furniture as soon as reasonably possible after delivery.

Where furniture is unpacked and positioned by our delivery team, please inspect the item and tell the team of any obvious concerns wherever reasonably possible.

If somebody else accepts delivery on your behalf, please ensure they are aware of this.

If you cannot fully inspect an item while the delivery team is present, this does not remove your statutory rights.

Online Orders — Your Right to Cancel

For most products purchased online, by telephone or through another distance-selling method, consumers have a legal right to change their mind.

You may normally notify us that you wish to cancel your order at any time from placing the order until 14 days after the day you receive the goods.

You do not need to give a reason for cancelling.

To cancel, please contact us clearly stating that you wish to cancel and provide your name and order details.

After notifying us of your cancellation, goods should normally be returned within 14 days.

Unless the goods are faulty, incorrect or otherwise do not conform to the contract, you are responsible for the direct cost of returning them where we have informed you of this responsibility as required by law.

Large Furniture Returns

Large furniture, including sofas, modular sofas, dining tables and other bulky items, cannot normally be returned by standard parcel post.

Where you exercise a statutory right to cancel an eligible online furniture order because you have changed your mind, you may be responsible for the direct cost of returning the goods where you were informed of this before purchase.

Specialist furniture collection may be required and costs can be substantial depending on the size of the item and collection location. For larger or multi-piece furniture and collections from more distant parts of mainland UK, return transport costs may exceed £300.

Please contact us before arranging a furniture return so that we can advise on suitable arrangements and, where available, obtain a collection quotation.

You may arrange an appropriate return carrier yourself. If doing so, we strongly recommend using a professional furniture delivery service with appropriate goods-in-transit insurance.

Returning Goods Safely

Customers must take reasonable care of goods while they are in their possession.

We strongly recommend retaining the original protective packaging until you are satisfied with your purchase.

Original packaging is not, by itself, a condition of exercising a statutory cancellation right. However, goods being returned must be adequately and appropriately protected for their return journey.

Fragile products must be suitably cushioned and protected to prevent damage during transit.

Large furniture must be adequately wrapped and protected against dirt, moisture, rubbing, impact and other foreseeable transit damage.

Where you arrange your own return carrier, please obtain proof of collection or delivery and ensure that the service is suitable for the nature and value of the goods.

Condition of Returned Goods & Diminished Value

Returned goods will be inspected on arrival.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where handling or use goes beyond what would reasonably be permitted when inspecting the product and results in a reduction in its value, we may be entitled to make an appropriate deduction from your refund in accordance with consumer law.

This may include circumstances where goods have been used, marked, damaged or returned inadequately protected and their value has consequently been reduced.

Any deduction will reflect the actual reduction in value and will not be an arbitrary restocking charge.

Refunds Following an Online Cancellation

Where you exercise your statutory right to cancel, we will refund the amount due in accordance with applicable consumer law.

This includes the price paid for the goods and, where required by law, the cost of our least expensive standard outbound delivery option.

If you chose a more expensive or enhanced delivery service, we are not required to refund the additional amount above our standard delivery cost.

We may withhold the refund until we have received the goods back or you provide evidence that they have been returned, where permitted by law.

Refunds will normally be made using the original payment method.

Faulty, Damaged or Incorrect Products

Products supplied by Tides Home & Garden must meet the standards required by UK consumer law, including being of satisfactory quality, fit for purpose where applicable and as described.

If you believe an item is faulty, damaged or incorrect, please contact us as soon as reasonably possible at:

orders@tideshomeandgarden.co.uk

Please provide your order number and, where possible, photographs showing the issue and any relevant packaging.

For visible transit damage, we ask customers to report the problem within 48 hours wherever reasonably possible. Prompt reporting helps us investigate matters with our delivery partners.

The 48-hour reporting request does not limit or remove your statutory rights.

Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.

Sale, Clearance & Ex-Display Products

Sale, clearance and ex-display products may show signs of handling, display or minor imperfections where these have been identified before purchase.

A reduced price does not remove your statutory consumer rights.

Where a particular fault, mark or imperfection has been clearly brought to your attention before purchase, you cannot subsequently claim that the product fails to conform solely because of that particular disclosed issue.

In-Store Purchases

The statutory cooling-off period applicable to most online purchases does not generally apply simply because a customer changes their mind about an item purchased in our physical showroom.

For non-faulty in-store purchases, our goodwill policy is:

Eligible products may be exchanged or returned for store credit within 14 days.
Products must be unused, in saleable condition and accompanied by proof of purchase.
Store credit is valid for six months.
Sale, clearance and ex-display items are not eligible for change-of-mind returns unless we have expressly agreed otherwise.

These restrictions do not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

Assembly & Installation

Please check products, components and fittings before beginning assembly or installation.

Assembly instructions should be followed carefully.

If you discover a fault, missing component or damage, please contact us before continuing where reasonably possible.

We cannot accept responsibility for damage caused by incorrect assembly, installation, misuse or failure to follow supplied instructions, except where responsibility cannot lawfully be excluded.

Nothing in this section limits your statutory rights in relation to faulty goods.

Domestic & Commercial Use

Unless specifically stated otherwise, our furniture and homeware products are intended for normal domestic use.

If you intend to use a product in a commercial, hospitality, rental or other non-domestic setting, please contact us before ordering so that we can advise on its suitability.

Manufacturer warranties and product suitability may differ where products are used commercially.

Pre-Orders

Estimated arrival dates for pre-order products are provided in good faith but may occasionally change because of supplier, manufacturing or shipping delays.

We will endeavour to keep you informed of significant delays.

Where an agreed delivery time is not met, your statutory rights remain unaffected.

Price Match Promise

We may offer to match a competitor's price where:

The product is identical
The competitor is an authorised UK retailer
The product is currently in stock and available to purchase
The competitor's price includes comparable delivery costs
The product is not clearance, ex-display or part of another exceptional promotion

Price-match requests must be made before purchase and remain subject to verification and approval.

Promotions & Discount Codes

Promotional codes and offers are subject to their individual terms.

Unless otherwise stated, discount codes cannot be combined with other promotions and may exclude selected brands, products, sale items, finance purchases or other specified products.

We reserve the right to withdraw or amend promotions where permitted by law.

Intellectual Property

The content of our website, including text, branding, graphics, photography and other materials, is owned by or licensed to Tides Home & Garden unless otherwise stated.

It may not be reproduced or used commercially without permission.

Privacy

We take the protection of personal information seriously.

Please see our Privacy Policy for information about how we collect, use and protect personal data.

Liability

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.