Terms & Conditions
We want you to be happy with the items you purchase from Wigwam Home.
Under the United Kingdom's Distance Selling Regulations the following terms and conditions of sale apply to you. Please read through our terms and conditions policy carefully, as every order automatically carries with it the acceptance, on part of the customer, of the general terms and conditions set forth below. These conditions do not affect or jeopardise your statutory rights.
1. For furniture orders we regret that no cancellation of or change to an order shall be accepted after one working week from the date of receipt of your order confirmation (sent to you by post).
2. For all furniture orders you need to notify us of any access constraints that may hinder or affect delivery. Typical constraints may include restricted parking outside your home, narrow passages, stairways, low ceilings and unusual doorways. It is the customer’s responsibility to check that the furniture can pass through doorways and stairways. Please use the measurements in our brochure or online as a guide, but allow a little extra for packaging, which cannot be removed until the product is placed in the room of your choice. Most pieces of furniture come fully assembled; however, if you are unsure about access we do offer a service in which the furniture comes unassembled. If you live in a flat, please advise us which floor you live on and if there are usable lift facilities in your building. You must notify us of any of these constraints within 7 working days of receipt of your order confirmation. If your delivery is refused by our home delivery company or any third party delivery company acting on our behalf, for any of the aforementioned issues, we reserve the right to charge you a fee of £100.00 to cover the cost of the failed delivery.
It is the customer's responsibility to provide protective floor coverings if, for instance, there are lightly coloured carpets. For health and safety reasons our delivery team cannot remove their protective footwear. Wigwam Home cannot be held liable for damage caused to your home if brought to our attention retrospectively (i.e. after the delivery team has vacated your property). In the unlikely event of damage you must complete a damage report form in the presence of the delivery team, which they must counter-sign.
3. In the event of you not being home on the date that our home delivery company or any third party delivery company acting on our behalf has arranged to deliver your order, we reserve the right to charge you a fee of £100.00 to cover the cost of the failed delivery.
4. Once you receive your order you have 7 days to decide if you wish to return it. The 7 days start from the day after you receive the goods. If you decide you would like to return the goods, the goods need to be returned to us at your own cost and it is your responsibility that the items reach us safely. In light of our experience in dealing with courier companies we suggest you contact us for recommendations on good couriers that will not damage the goods in transit. If the goods are returned in perfect condition and in their original packaging we will issue a refund equal to the value of the returned goods (i.e. the refund will not include delivery, postage or packaging costs). Please note that the goods returned to us must be in a resalable format and we unconditionally reserve the right not to refund you if the goods are not returned in a suitable condition. We regret that we cannot refund returned items that are part or fully assembled, so please ensure you are happy with the goods before you begin assembling them, or before the delivery team assembles them for you.
5. We regret that we only accept returns on personalised products in the event of the product being faulty or damaged in transit. If this were the case then the terms set forth in point 6 on this page apply to you.
6. If upon receipt of delivery you find that your goods are faulty or have been damaged in transit, please notify us immediately by writing to us, e-mailing sales@wigwamfurniture.co.uk or phoning us on +44 (0)2380 580990. On orders over the value of £250.00 you need to notify us of any damages by written means either by email or post. You have 7 days to notify us of these damages from the date of delivery.
Our policy is to offer to repair, replace or refund your purchase. We regret that we cannot be held liable to repair, replace or refund goods that have been damaged during the assembly of the products (unless assembled by the delivery team). We strongly recommend against the use of power tools during the assembly process. In all cases where damaged products are reported to us, we may request that the items are returned to our warehouse. We will arrange a suitable date with you for our delivery company to collect the items. In the unlikely event that your items have a defect, e.g. missing parts, please advise us so we can arrange a dispatch of replacement parts to you as soon as possible. Delivery times for replacement parts vary depending on the product.
Refunds and exchanges can only be accepted where the following procedures have been applied
- Furniture has been checked and not accepted at the point of delivery. By signing our delivery note you agree that you have inspected the goods, checked that all items are present and in an acceptable condition.
- If someone other than the purchaser is accepting the goods on the purchaser's behalf, Wigwam Home cannot be held liable for their failure to correctly inspect the goods or that all items are present and in acceptable condition
- The refund can never exceed the price paid for the goods. Delivery charges cannot be refunded unless the product is faulty.
Product Warranties
FurnitureAll our furniture products come with a 12 month warranty from date of delivery. If for any reason your furniture develops a fault please contact customer services on 02380 580990. The warranty covers the products under normal usage and storage conditions. Please note that furniture placed close to radiators can expand and contract, causing unnecessary damage to the product and as such problems of this nature are not be covered by the warranty.
Mattresses
All our single bed mattresses are guaranteed for five years. Cot and Cot Bed mattresses are guaranteed for twelve months.
Your Order Confirmation
We will send you a confirmation letter detailing the precise order received. Please check this confirmation carefully and advise us immediately on 02380 580990 if there are any errors.Incomplete Deliveries
If you have not received the entire order as detailed in the order confirmation sent to you please call us on023 8058 0990 between 9am and 6.00pm Monday to Friday. You can email us anytime on sales@wigwamfurniture.co.uk.
Missing products must be advised on the day of delivery. Furniture deliveries must be checked thoroughly as Wigwam Home cannot send additional products if your delivery note is signed and accepted as complete. It is essential that missing products are noted on the delivery note at the time of delivery.
Transaction Refusal
We reserve the right to withdraw any products from offer in our brochures or website at any time and/or remove or edit any materials or content. We also reserve the right to refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.We will not be liable to you or any third party by reason of our withdrawing any of our products from our website or brochure whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
To be eligible to purchase from our website and lawfully enter into and form contracts on our website under law you must:
- Register by providing your real name, phone number, e-mail address, payment details and other requested information
- Be over 18 years of age
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
By making an offer to buy any of our goods, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
