Placing your order
When placing your order, we will take you through your selected products and services in detail, giving you all the information required, including operation, maintenance and care information.
Details of all items, including fabrics, colours, size and fit will be thoroughly checked, verified and you will be asked for a signature to confirm the order. In giving this confirmation you agree that the order and its contents are correct and you are happy with your product. 30% cancellation or amendment fee applies.
Although we understand the difficulties in checking access routes, (door sizes, corridors, etc.), for installation of furniture, it is always your final responsibility to ensure that your furniture will fit into your home.
If your order is placed in-store, once completed, your order forms part of a legally binding contract, which cannot be cancelled without charge which is 30% of the order value.
48 Hour Cooling Off Period
As a gesture of goodwill, HSL offers all in-store customers a 48 Hour Cooling Off period from the date your order is placed (excluding 48 hour delivery service products) during which time an order may be cancelled or amended without a cancellation fee, and any monies paid will be fully refunded.
All products are manufactured to order, cancellation or amendment after 48 hours will incur a charge, detailed below in the “Cancellation” section, to cover costs incurred by HSL for processing, manufacturing and/or transportation.
On 48 hour delivery service products there is a cancellation fee of £100 or 10% whichever is greater for any 48-hr product that is ready to be despatched, but not yet in a customer’ home.
After a period of time we reserve the right to amend the cancellation charge depending on circumstances.
All prices shown are in sterling. Due to circumstances beyond our control, prices may have to be altered up or down, including any alterations to the rate of Value Added Tax.
If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT free price. To qualify you MUST complete and sign the Eligibility Declaration on the rear of the order form supplied with this HSL catalogue (or downloaded from the HSL website). Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration.
Payment methods include cash (in-store only and Home Visit), cheque, debit or credit card (Visa, MasterCard, American Express or Switch/Maestro). Payments can also be made electronically by bank transfer; details will be provided on request.
Payment in full is required at the point of sale for all 48-Hour / Express delivery items, 7-14 day delivery service products, and orders of bespoke furniture ranges and clearance items.
For all other products, a minimum deposit of 30% or £100 (whichever is the greater), is required, with the full balance being required approximately 1 week before the expected despatch date.
If you are paying in-store by card, and where a partial payment is made as a deposit, a pre-authorised final payment will be requested from your card so that the full outstanding balance can be automatically be charged to your card when your goods have been manufactured and are awaiting delivery. Where this is not possible we will contact you to take payment of your outstanding balance.
All orders must be paid in full approximately 1 week before expected dispatch date and goods will remain the property of HSL until such a time as payment has been made in full. Please allow for longer delivery times during Easter, Spring Bank and Christmas periods due to factory holidays.
On the day of delivery, it is your responsibility to ensure that the delivery team can gain easy access to the room that the furniture is going into and that the area you want the furniture placed in is cleared.
On a 2-man delivery service, the delivery team will unpack your furniture, install it in the room of your choice and, if you wish, will remove all packing materials from your home and recycle wherever possible.
To make sure you are completely satisfied with your items, the delivery team will ask you to sign for receipt of your furniture after it has been installed.
Upon delivery of your new HSL furniture, any old furniture, on a like-for-like basis, can be taken away and, where possible, will be recycled. This service is hassle-free and
eco-friendly. For HSL items, a small service charge of just £30 is levied for Platinum products and £60 for Gold products. Should your product be ordered on an Express 48 hour delivery, collection of your old furniture will be arranged for a later date after the delivery. Please note that the responsible disposal service is available in Mainland UK only.
The following applies only to orders of standard
furniture ranges placed by mail order, telephone or home consultation.
Orders considered to fall under the Information, Cancellation and Additional Charges (ICAC regulations), i.e. distance sales contracts, are subject to a 14 day return or exchange right. Where the 14th day falls on a Saturday, Sunday or Bank Holiday the final day shall be deemed to be the following working day. The cancellation form is available as a printable PDF from the HSL website, on page 103 of the HSL catalogue, or by request to a member of HSL staff in-store.
Cancellation can be made over the phone to Customer Care Team. Tel: 01924 486902
This period is to give you the opportunity to inspect the goods and correct any wrong choices that may have been made.
Until returned to HSL, the furniture remains under your ownership and it will be your responsibility to maintain and protect it from damage, keeping it in “as new” condition. Failure to return goods in perfect condition may entitle HSL to make in a claim for damages.
Distance Selling Regulations
The following applies only to orders placed online, by post or over the telephone, and for items not purchased in one of our retail stores.
Orders considered to fall under the distance selling regulations are subject to a 14 day return or exchange right. This must be requested in writing or by telephone to the customer service department in the period immediately following the day of delivery. The HSL cancellation form is available as a printable PDF from the HSL website, as an insert in the HSL catalogue, or by request to a member of HSL staff.
Without having the benefit of visiting one of our stores prior to purchase, this period is to give the customer the opportunity to inspect the goods and correct any wrong choices that may have been made. As such, it is not a period where they can make normal use of that furniture and impact its condition.
Until returned, the furniture is under the customer’s ownership and it will be their responsibility to maintain and protect it, keeping it in “as new” condition. All labels including fire label must remain intact. Failure to return goods in perfect condition may result in additional charges. You have the legal right to cancel your order within 14 days of receiving your goods.
All items returned must be in a perfect condition and there will be a collection fee of £60 to return any goods to us. Normal usage is usage of the furniture in line with what would be expected to try in store.
We recommend you look after your furniture according to the care instructions provided.
Since manufactured to your order, cancellation or amendment more than 48 hours after an in-store order is placed will incur a cancellation charge of 30% of order value (or £100 if greater) for standard furniture ranges and 100% of order value for bespoke furniture ranges.
Cancellations and returns of in-store orders after delivery will only be accepted on the grounds of product fault or damage arising pre-delivery.
Where orders of standard furniture ranges are cancelled under distance sales regulations, the cancellation charge will not be applied. Please refer to the “Distance Selling” section for further information around processes and costs associated or call 01924 486902 for cancellations.
In the event you need to cancel a purchase pre-delivery due to the death of a customer, we will only charge a 30% cancellation fee of the order value that is held on account and can be used on a future purchase within 12 months on receipt of a copy of a death certificate. Alternatively a loss of 30% of the deposit will be charged.
For hygiene reasons all bedding is non-returnable with the exception of any manufacturing faults. All bedding must be returned in original packaging.
On occasions our customers may require us to store their furniture for a short time following manufacture, we can in exceptional circumstances arrange this for you for which a charge is payable. Full payment for all goods must be paid on completion of manufacture in line with our standard terms & conditions.
In order to place an order on hold full payment must be made.
Store Clearance T&Cs
Orders of store clearance items, & showroom ex-display stock, must be fully paid for at the point of order/purchase
Clearance & 48 hour products are all whilst stocks last.
Any imperfections should be pointed out to the customer at the point of sale, and any damage or imperfections evident in store is not a basis of return.
Clearance items are exempt from 48 hour cooling off period.
Clearance stock may be refurbished or ex-display stock.
A fee of 100% of order value will apply in the event of cancellation or return.
Clearance items carry a 1 year guarantee on the motor & action only on motorised items
Delivery / collection should occur within five working days.
Items that are returned due to a manufacturers fault or damage, will only be replaced with another ex-display stock item or a refund will be offered if no other suitable items are available
Statutory rights are not affected
Refunds and replacement
Should you receive goods that are faulty or damaged you are entitled to full refund or replacement up to 30 days from date of receipt. Please note that HSL reserves the right to examine the goods to confirm damage and establish fault prior to agreement to refund or replacement. On the day of delivery, you will be asked to sign to confirm receipt of goods in full.
We reserve the right to deduct the usage fee for items over 6 months old.
If you wish to make a claim outside the guarantee period set out below, you can contact us to discuss options for repair or replacement of your goods or call 01924 486902.
HSL is committed to ensuring that everything we sell is of the highest quality. However, for your comfort, we offer a 25 year frame guarantee on all chairs within our Platinum Collection, and a 5 year frame guarantee on chairs in all other Collections, excluding swivel chairs. This guarantee is extended on all electrically-adjustable chairs to also cover the motorized mechanism and handset for 5 years. The mechanism on Stressless swivel chairs is guaranteed for 10 years.
All pile fabrics including chenille’s are subject to a degree of pile crush. This is not a fabric or manufacturing fault, nor will it detract from the wearing properties of the material.
Other swivel chairs and all other parts of our furniture ranges including foam, fabric are covered by a 1 year guarantee.
For any showroom ex-display stock, factory outlet stock, clearance items or other goods notified as such, our guarantee will cover only the mechanical movement and motor for an electrically adjustable chair for a 1 year period.
HSL will honour all repairs free of charge within the guarantee period. In the event that a repair is not possible we will offer a like-for-like exchange, or partial refund.
Your guarantee starts from the date of delivery and offers cover against manufacturing defects on the construction of the frame and frame springs. It also covers your items against any defects which may arise through faulty factory workmanship, including recliner and sofa bed mechanisms.
Products bought with Guardsman Stain Protection are also protected for 5 years against everyday spills and stains (for more details, please see in store or contact Guardsman direct on 01235 444 747).
Please note that your guarantee does not cover normal wear and tear. It is important to note that we often find that damage can be avoided by correct care and maintenance. Our guarantee excludes instances where damage is as a result of lack of care, insufficient daily maintenance, incorrect cleaning, change of specification by the customer or usage outside of the manufacturer’s guidelines. A Care Guide for your furniture will be provided at point of sale.
This guarantee applies to Mainland UK only.
Nothing within this guarantee will affect your statutory rights. In the event of a dispute, upon provision of proof of purchase we will provide information on how to raise an issue for review by the alternative dispute resolution service of the Furniture Ombudsman.
Exclusion of liability
Nothing in these terms shall limit or exclude in any way our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or suppliers, fraud or fraudulent misrepresentation, any breach of the obligations implied by law or any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.
Subject to the above, we shall not be responsible for any losses that you suffer as a result of our failure to comply with the contract between us, except for those losses which are a foreseeable consequence of that failure and which are limited to the purchase price of the goods you have purchased.
We shall not be liable under or in connection with the contract between us for loss of income or revenue (including but not limited to wages), loss of business, loss of anticipated savings, or loss of data (in each case whether the loss is direct, indirect or consequential). However nothing in this paragraph shall prevent claims for damage to your physical property, excluding the cost of repairing any pre-existing faults or damage to your property that we discover in the course of delivery.
We shall not be liable to you or responsible for losses or damage incurred by you which arise as a result of you providing to us incorrect measurements, plans, specifications, choices or details, or failure by you to take account of the features, size and shape of the space in which you wish to place the goods.
All our items are suitable for general domestic use only. If you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.
Our maximum liability to business users, arising out of, or in connection with, the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud).
In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for neither loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
For commercial use, we do not accept any responsibility or liability for safety standards or compliance unless you have requested, in writing, furniture for use in that environment and we have supplied relevant safety certification.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under our contract with you that is caused by events outside our reasonable control (“Force Majeure Event”).
A Force Majeure event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), failure of energy sources or transport network, acts of God, war, terrorism, riot, civil commotion, interference by civil or military authorities, national or international calamity, armed conflict, malicious damage, breakdown of plant or machinery, nuclear, chemical or biological contamination, sonic boom, explosions, collapse of building structures, fires, floods, storms, earthquakes, loss at sea, epidemics or similar events, natural disasters or extreme adverse weather conditions, or default of suppliers or subcontractors.
Our obligations under the contract between us are suspended for the period that the Force Majeure Event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure event to a close or to find a solution by which our obligations under these Terms can be performed despite the Force Majeure Event.
Whilst every care is taken to ensure the information in this publication is correct, no legal responsibility can be accepted for any inaccuracy. The company reserves the right to alter or modify the information contained herein at any time in light of technical or other developments.
The contract between us shall be governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. English is the only language offered for the conclusion of the contract.
The parties to the contract are HSL and you, the customer placing an order with us. You may not assign or sub-contract any of your rights or obligations under these terms and conditions or any related order for products to any third party.
If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.
Registered office: Units 1-3a Grange Road Industrial Estate, Grange Road, Batley, West Yorkshire, WF17 6LN. Registered in England
No. 916661. VAT Registration. No. 123 3727.