Terms & Conditions

Familiarise yourself with our Terms & Conditions

01 General

These terms and conditions set out the basis on which you can use our website and place orders for items from Pine & Oak Furniture Ltd. By ordering goods from Pine & Oak Furniture Ltd you are deemed to have understood and accepted these terms. These terms relate to sales over this website whilst for sales in retail shops you are bound to their terms and conditions.

02 About us

Pine & Oak Furniture Ltd is a company registered in England under the registration number 05929556 and VAT number 895741962. We operate and use our website from our offices in Berkshire and accordingly the laws of England govern claims to the use of this website.

03 About you and the use of our website

As a user of this website (referred to by “you/your”) and placing orders through our website, you warrant that you are at least 18 years old whilst ordering goods, and that you accept these terms and conditions.

By placing an order on our website, it constitutes an offer to us to buy our goods and services. All orders placed are subject to acceptance by us and we are free to accept or decline at our absolute discretion. The information provided by you must be true, accurate, current and complete in all respects. You must notify us immediately of any changes to your personal information you have provided to us by contacting our head office by email (admin@pine-oak.co.uk) or calling us on 01189 712666.

We reserve the right to revise and change these terms and conditions as deemed necessary. The last change was on the 25th of February 2021 and these terms apply to your order, however please do not assume that these terms will apply to future orders. On each use of this website and/or placing an order it is your responsibility to check to determine whether the conditions have changed.

We reserve the right to change, modify and withdraw, either permanently or temporarily this website or any part of it, with or without notice to you. You confirm that Pine & Oak Furniture Ltd shall not be liable to you or any third party for any changes, modification to or withdrawal of this website.

04 Ordering

We will take all reasonable care that is within our power to do so to keep the details of your payment secure (payment is taken through our secure payment processor), but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any data you provide when accessing or ordering from this website.

Placing an order on this website creates a contract between you and us (Pine & Oak Furniture Ltd) and you will be directed through the process with simple instructions throughout. You will confirm placing the order for your products on this website by clicking the confirm button at the end of the checkout process.

Payment must be made in full at the time of placing your order. An email acknowledgment of the order you have placed detailing the products will be sent to you but please note that this is not an acceptance of your order. When the goods are ready for dispatch from the warehouse you will be notified by phone to arrange the delivery. Order acceptance and completion of the contract between you and us will take place when the order is received by you, unless you have received notification that we are not accepting your order. Non acceptance of the order may occur for the following reasons – either we are unable to obtain authorisation for your payment or we identify an error in pricing or product description and should this occur we will contact you.

The contract will be conducted in English.

05 Cancellation, Returns and Refunds

Should you wish to cancel your order after it has been delivered, you can cancel your order by notifying us in writing within 7 days from the day the goods have been delivered. This applies to online ordered goods only and not goods that were ordered instore.

It is your responsibility to return Cancelled/non-faulty goods at your expense to Pine and Oak furniture ltd at the Midgham Branch. If you are unable to do so, then Pine and Oak Furniture Ltd may be able to collect the goods at an additional cost from the address the goods were delivered to.

You have a statutory duty to take care of the items and we would request that you keep hold of any packaging in case of a return. The goods must be returned in the same condition as you received them but if the original packaging is not available, we request that you return the goods in a suitable manner to ensure there is no damage in transit.

If you fail to take care of the goods before the goods are returned to us and this results to damage or deterioration of the product, we will decline the return or deduct a proportion off the price in which we feel relevant for the damage.

The above terms are only are only available for goods purchased online via Pine and Oak Furniture’s website and not for goods purchased in store!

06 Returns and Refunds

For damaged or faulty goods that you wish to return please call Pine & Oak Furniture on 01189 712666 or contact us by email at admin@pine-oak.co.uk within twenty-four hours to report this matter. To help Pine & Oak Furniture understand the damage/fault you are reporting we would appreciate photos being sent to admin@pine-oak.co.uk – we will then try to rectify the fault/issue and should we deem the product needs returning will arrange exchange as soon as possible.

When Pine & Oak Furniture issue a notice to collect from the address it was delivered to, please ensure you are available on the nominated date and that there is safe and clear access to the property – should any windows or doors need removing to allow access it is your responsibility to arrange this. If you, the customer, are not going to be available for collection you must notify us in advance of a nominated adult who will be present. If you are unavailable, for whatever reason, please inform us forty-eight hours before collection, because should Pine & Oak Furniture be unable to gain access to collect the goods on the confirmed date, through no fault of their own, return charges will apply.

06A Refunds

If you are returning the goods because you have cancelled them, we will issue your refund within 7 days of the date you gave us notice and, in such cases, we will refund the full price of the product less any applicable return fees.

The refund will only be authorised after our returns department carries out a full inspection of the returned goods and it is deemed the above conditions have been met. If it is deemed the product has incurred damage or loss caused by undue care of the product, a claim mill be made against you regarding the reduction in value of the item/s.

For faulty goods we will examine the items upon return to confirm the fault and then issue a refund within seven days of notification should no replacement product be required.

Refunds will be issued via the method of payment originally used to pay for the purchase.

07 Delivery

Pine & Oak Furniture Ltd is only able to deliver orders to UK mainland addresses, and all deliveries are carried out on weekdays only (excluding public and bank holidays).

We make every effort to fulfil your order within the estimated lead times stated on the individual products on your order, but we cannot guarantee this as occasionally delays are inevitable due to unforeseen factors and delays outside our control.

If you are unable to accept delivery on the date confirmed, you must inform Pine & Oak Furniture Ltd at least two working days in advance so that an alternative date can be arranged. If, through no fault of their own, your assigned delivery team cannot gain access on the date agreed a minimum return charge of £50.00 will apply.

You are responsible for providing a safe and clear access from the public highway to the place of delivery. Should any windows or doors need removing to allow access it is your responsibility to arrange this at your own cost and risk. If your assigned delivery team feel the access is unsafe, they will not deliver the goods until safe access is provided, assuming a reasonable timescale. If access is not available, we reserve the right to place your order in a safe place and you will then be responsible for the items.

Prior to receiving delivery, please make sure that all gangways are clear and any pictures or lights and anything else that could be caught or knocked are removed as the furniture can be very heavy and bulky and difficult to manoeuvre. We will be as careful as we can and will not be responsible for any damage caused when delivering the furniture to walls, door frames and any other obstacles or items.

Please can you also protect your flooring or carpet with covers as the furniture can be very heavy and bulky, we will do our upmost to protect your property, but accidents can happen, and we will not be responsible for any damage caused when we are delivering.

Please do not ask the drivers to remove their boots as these are steel toe cap boots and they are there to protect them while carrying the heavy goods. They will always have overshoes on the vehicle. Please request the drivers to wear these if you are concerned about your flooring.

You must ensure you are available on the day and time of delivery – alternatively you must have notified us, in advance, of the nominated adult who will be present to check the goods with the delivery team and sign for the delivery.

If a change is made to the content of your order it could influence our ability to meet the confirmed delivery date – should this happen a new date will be confirmed to you.

For orders including multiple items the despatch date will be decided by the longest lead time and if to the same address grouped and despatched together.

We recommend that you do not dispose of your existing furniture until at least one day prior to your confirmed delivery date.

08 Prices

All our prices are shown in £ sterling and include VAT, where appropriate, at the applicable rate and are subject to any special offers or discount. The prices of goods, delivery charges and availability are liable to change at any time, without notice, but changes (excluding VAT) will not affect orders which have already had their order confirmation.

If the prices are shown in error but we have indicated to you that the prices are shown in error, we will not be bound to honour any of the prices.

09 Product information

Pine & Oak Furniture Ltd and our suppliers have a commitment to continuous product development and improvement, and we reserve the right to alter the specification of any item – these alterations include but are not exclusive to adjustments in size, style, finish or detailing on individual items or collections. To confirm exact sizes and/or alterations please call ahead of ordering on 01189 712666.

Any photograph or drawing is produced as a representation of the finished product – although we try to show as true a representative of the colours and finishes of the products shown on the website, we cannot guarantee the exact accuracy of the finish and colours shown in the photographs. Your monitor, tablet, phone or printer can affect the colours and finishes – for exact colours and finishes please visit your nearest Pine & Oak Furniture store. Some products may vary from those shown on the website or on display in our shops, therefore. Occasionally we may supply a small amount of goods with slight differences in specification due to circumstances beyond our control. Should this happen we will inform you of this prior to delivery and the products we supply will be of equivalent value, appearance and functionality.

As the furniture is made from high quality, natural wood, the products will have their own characteristics and appearance including the grain and knots. With the manufacturing of oak products, it is very common and part of the process to use wood filler. Light will, over a period, slightly alter the colour of the furniture – however this is just part of the ageing process.

Most of our products are sold fully assembled – however on occasions larger items may require some assembly, to enable ease of delivery into rooms, to negotiate entry to your property/rooms, to aid delivery or to protect the item when in carriage. Items which do require assembly will be assembled by our delivery team unless you have stated otherwise.

10 Measurements

All dimensions specified by us are approximate and within a tolerance range – we reserve the right to alter/change measurements and/or specification without prior notice.

We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or slight alterations made by the supplier.

11 Guarantees and claims under guarantee

The guarantor is Pine & Oak Furniture Ltd, Kennet Holme Farm Buildings, (A4) Bath Road, Midgham, Berkshire RG7 5UX. Telephone 01189 712666.

Guarantees do not cover the natural characteristics of our wooden products, wear and tear, neglect, abuse or misuse of the goods. Guarantees also do not cover accidental damage, damage caused by fire, smoke, water, lightning, sunlight, theft or acts of God.

12 Site content and disclaimers

We use every effort to ensure the accuracy of the information on the site. Details contained within this site may be amended from time to time, including but not exclusive to prices, specifications and photography. We will endeavour to rectify any errors as promptly as possible.

By purchasing from our website, you are agreeing to the terms and conditions below:

  1. All goods are to be paid for in full prior to delivery/collection with no exceptions.
  2. If paying by cheque allow 7 working days for funds to clear before delivery.
  3. A minimum deposit of 50% of the agree price will be payable when the customer places an order with the company and will be retained by the company if the order is cancelled by the customer.
  4. All goods must be signed for by the customer to agree that they have been received in satisfactory condition. The customer must inspect the goods and report any problems/damage within 24 hours of delivery.
  5. Delivery times are approximate, and delays can occasionally occur. While we will do everything, we can deliver by the date agreed, Pine and Oak Furniture Ltd are not liable for any delays.
  6. The customer is responsible for protecting his/her own property, ie: carpet, etc. We will not be held liable for any damage caused while goods are being delivered.
  7. Please ensure there is adequate space for the goods to be placed/received prior to delivery and that access to the property is clear. Failure to do so may result in extra delivery costs.
13 Nature of Wood
  1. As wood is a natural product the customer is responsible for looking after and preventing the furniture from drying out by treating it with suitable products.
  2. Wood is a naturally grown material, therefore, the items of furniture ordered may vary in colour/grain/knots etc.
  3. Reclaimed oak is one of the most volatile of all hardwoods used in the manufacture of furniture; that is, it changes with variation of temperature and humidity. For that reason, the purchaser may see seasonal wood “checking”. Wood checking is the opening and closing of the wood grain with changes of temperature and humidity. There may also be expansion or contraction of the planks of timber used in manufacture. Both wood checking and expansion or contraction of the wood planks maybe heightened by home climate control, for instance central heating in winter and air conditioning in summer.

Reclaimed oak and pine has been something before so that when the oak is disassembled, there may be holes and gaps and other voids. These are filled with other pieces of reclaimed oak to create a sensational authentic and unique product. These occurrences are not defecting but verification of the authenticity of the materials. The product you own is not returnable because of these or other concerns. Nature is not perfect, and our furniture reflects that in all its aspects.

Rustic plank furniture is meant to be rustic and will have very rough and smooth parts to the piece which then can create different colours and grain effects, this is natural and normal and is not a fault with the product. You will also have different markings in the timber which is also normal.

14 Online Security

Pine and Oak Ltd use Global Secure payments for online debit and credit card payments. HSBC Secure payments offers the latest security as well as the added advantage of being provided by one of the world’s largest and more well-known financial institutes.

15 Rapid SSL Verification

In addition to the HSBC Secure payments, we also ensure that as soon as you process your shopping basket you will automatically be redirected to our secure site, you will notice this because your http:// details become https:// and you will see a padlock on your browser. The padlock denotes that the site has a verified SSL (secure socket layer) certificate, and that the browser is now encrypting the site. Pine and Oak Furniture Ltd is encrypted to 128bits.

You are also able to pay via PayPal, if you decide to take this route you will be redirected to PayPal, via a secure connection. Once you have completed your transaction with PayPal you be redirected back to our site, where we will complete you order as normal.