Terms & Conditions

HSL website terms and conditions for use.

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. Since manufactured to your 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.

Prices

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.

VAT Free

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

Payment methods include cash (in-store only), 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. For all other products, a minimum deposit of 30% or £100 (whichever is the greater), is required, with the full balance being required when your goods have been manufactured prior to delivery. If you are paying in-store by card, and where a partial payment is made as a deposit, a preauthorised 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 prior to delivery 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.

Responsible Disposal

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. When you purchase a HSL bed and mattress combination disposal of your old bed and mattress is FREE. For other HSL items, a small service charge of just £60 is levied. 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.

Distance Selling

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 121 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. 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.

Cancellation

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.

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. 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.

Your Guarantee

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 and beds to also cover the motorized mechanism and handset for 5 years.  The mechanism on Stressless swivel chairs is guaranteed for 10 years. Other swivel chairs and all other parts of our furniture ranges including foam, fabric and mattresses are covered by a 1 year guarantee. For any showroom ex-display stock, factory outlet stock 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 Pack and User 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.

Business use

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.

Law

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. Customer Advice and Information

Contact

To contact us, please call 01924 507050 (calls charged at national rate) or complete the contact form on the website (under ‘Contact us’). Alternatively you may contact your local store; all store telephone numbers can be found on our website. To provide you with the very best service, we may monitor or record our calls for training purposes. Mobile charges may apply when calling the free phone number. Charges may apply if calling from outside the UK.

Delivery and Installation

All delivery leads quoted are approximate and we cannot guarantee specific days, dates and times. Delivery is free on all products and includes an installation service for electrically adjustable chairs and beds. This service is available in Mainland UK only. Delivery lead times are dependent on the product type and stock status. Please allow for longer delivery times during the Easter, Spring Bank and Christmas periods due to factory holidays.

Purchase of Additional Items

If you are thinking of purchasing extra items, such as a footstool or chair, at a later date, there may be slight colour or shade variants. It is therefore recommended to order all furniture requirements at the same time.

Up to £500 off Money-off Voucher

Following conditions apply:- £100 off each item, up to 5 items with a maximum total discount of £500. Minimum spend per item, £500. Only one voucher per customer per order. Order codes valid for addressee only; remain our property; are non-transferable and cannot be used in conjunction with any other discounted or special offer products. Vouchers cannot be used on promotional Stressless products.

What our customers say about us

  • Two of your consultants, Robert and Dave, visited my mother yesterday for a home consultation. We spent 2 hours trying out chairs and discussing her needs. During this period they demonstrated the utmost courtesy and patience. They were happy to give her a quote and did not try any hard sale either! What a brilliant service.

    Isabel Singh

  • Excellent service, no pressure to buy. All of my questions were answered to my satisfaction. Quality of goods were of a very high standard. Having shopped around we decided to buy and look forward to receiving our suite. Thank you so very much.

    Mrs. S Scott

  • My adjustable bed from HSL is a godsend. I’ve now purchased a riser recliner too!

    Mrs. Rogers

  • We were very pleased with the service that we received - the specialist went through all of the different things with us because we bought a Linton suite with dual control, which my husband found very good as he suffers from disc trouble and arthritis.

    Mr. & Mrs. Smith

  • On each of our two visits we were dealt with with courtesy and efficiency. We were put undo no pressure at all to make a purchase. We were able to take our time and make our own decisions. The advice we were given was both informative and helpful. It was a lovely cup of tea also!!

    Mrs. P Husted

  • My husband and I visited your store and bought two chairs (£2500). I was served by Garth, a very very pleasant young man. He made our visit very comfortable, we had coffee and good conversation. We wanted for nothing, he explained everything very clearly, I was very impressed, I am sure that he will make a manager!

    Mrs. J Bushell

  • We are very pleased indeed with the service received. Well informed staff, pleasant, smiling and no harassment; they could not have been more helpful.Text -

    Mrs. C Bingham

  • Friendly, precise and pointed out all of the details of furniture functions of the chairs that we were interested in. Didn't rush us but provided us with cups of tea. We left with all of the information we needed and returned a few days later and purchased 2 chairs. They were delivered as promised and we are very pleased with them, thank you.

    Mrs. Cranmer

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