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Terms & Conditions

The terms and conditions outlined below apply to all online purchases. By purchasing through this website, you agree to the terms specified here.

Please read these terms carefully before submitting your order to us. These terms explain who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you believe there is a mistake in these terms, please contact us to discuss.

Legal Disclaimer

These conditions apply to the use of this website. By accessing this website and placing an order, you agree to be bound by the conditions set out below. If you disagree with these conditions, you may not use or access this website.

Before placing an order, please contact us by email if you have any questions related to these conditions.

Conditions of Use

The personal information you provide when registering as a customer must be true, accurate, current, and complete in all respects. Notify us immediately of any changes to your personal information by contacting us by email.

Registration

Once we have received payment, we will confirm your order by sending an email to the address you provide in your order form. Our acceptance of your order creates a legally binding contract between us.

Contract

Once we receive your order, we will send an electronic invoice to your email address as a confirmation of your purchase. Enter the correct email address when placing your order. We recommend saving this email to facilitate any future contact with customer service. The order confirmation (receipt) also serves as proof of purchase.

Payment

You may pay with credit, debit cards, or bank deposits. Shopify Payments manages all our online transactions. Cox & Finch does not store any credit card numbers.

  • Pay securely with your Visa, AMEX, or MasterCard over the Internet. Your payment is handled by Shopify Payments with secure encryption and under strict banking standards. Your card details are sent directly to the bank and cannot be read or accessed by anyone other than your bank. There is no extra charge for card payments. When paying by credit/debit card, the conditions apply as soon as the card transaction is approved. If no payment has been received after submitting your order, Cox & Finch may automatically cancel your order.
  • Payment by bank transfer must be received within ten working days from the order. After that date, the order will become void.

Product Information

Some of our products are high-quality reproductions and are not originals. Our items are quality replicas inspired by the style but not exact replicas of the original design. The actual designer does not produce our products, nor is Cox & Finch affiliated with the official manufacturers. Any mention of the designer or original product name is only for descriptive purposes.

Every effort is made to ensure the integrity of colour in our images. However, we cannot guarantee an exact colour match due to inherent digital colour representation variations. Colours are to be considered an approximation, and the actual physical colour may differ from the one displayed on the screen. Every care is taken to ensure descriptions and measurements are accurate. However, variations may occur, and measurements are taken manually and are approximate. Measurements are based on information supplied to us by the manufacturers, and the method of recording size and form can be interpretative and vary slightly in production. Therefore, images of the items shown on the website are offered as a guide only and may differ from the actual physical item due to the materials, finishes, sizes, and manufacturing processes.

It is impossible to guarantee uniformity of colour, grain, or texture of products made from natural materials such as leather, marble, wood, or stone. All-natural products are subject to the whim of nature, and their uniqueness should be considered a vital part of their allure. For this reason, similar products with natural finishes bought at different times will not necessarily be a perfect match.

The majority of our products are fully assembled, but certain products will require some assembly.

Made-to-Order Items

Made-to-Order items have an estimated lead time of 10 to 14 weeks. This timeframe reflects the average duration required for the item to reach our warehouse in the UK. However, please be aware that various factors can impact this lead time:

  • Shipping Delays: Shipping from our suppliers can be affected by loading delays, weather conditions, port congestion, customs processes, and other factors beyond our control.
  • Production Delays: Production times may vary due to the availability of raw materials, public holidays, or other unforeseen circumstances.
  • Product Testing & Quality Control: Upon arrival at our warehouse, each Made-to-Order item undergoes a rigorous 40-point inspection by our team at Cox & Finch. This thorough check ensures that each product meets our high standards for functionality, electrical condition, conformity, and build quality.

We strive to keep you updated on your order’s progress, but there may be instances where this isn’t possible. For Made-to-Order items, please allow up to 14 weeks for delivery. If there are any delays beyond this period, we will contact you with updates.

For Custom Made items, lead times vary depending on the complexity of the project and suppliers availability. As part of the terms on Made-to-Order, you must allow up to 14 weeks for arrival. 

Products marked as 'Made to Order' or 'Custom Made' are not eligible for cancellation or refund. However, if the product is faulty or damaged, we will either repair or replace products or parts. 

Standard Items

Standard and in-stock items have a lead time of 6-8 weeks. This does not include the processing period or the customs clearance time, as this will vary depending on the country and location of the delivery.

The lead time is based on the average time it takes for the item to arrive at our warehouse in the UK, and some factors can slow this down, including the following:

  • Shipping – The shipping from our suppliers can be affected by loading delays, weather conditions, port congestion, customs, etc., which are directly out of our control.
  • Production – Sometimes, production can be slower than expected due to the availability of raw materials, public holidays, etc.
  • Date of Order – We import our stocked items once every month or so from our suppliers. If your order can be ready on time for the upcoming shipment, it will be added to the next available shipment, therefore, resulting in a longer lead time.
  • Product Testing & Quality Control - When your product arrives at our warehouse, our team at Cox & Finch performs a rigorous 40-point inspection on each item. This comprehensive check ensures that every product meets our high standards for functionality, electrical condition, conformity, and build quality.

We try our best to keep customers informed of the progress, but this isn’t always possible. 

Consumers have the right to return their standard Items order within 14 days of receiving it if the product is not as described, damaged, or defective. This right applies only if the product and its original packaging can be returned in the same condition as received.

Please note that our Asian suppliers close entirely for all of August, over Christmas, and all of February for the Chinese New Year, which will add extra weeks to the estimated lead times given on the product page.

Delivery

We will deliver your order to the delivery address given at the time you place your order. All shipping fees will be calculated at the checkout and based on size, weight, and destination. We aim to keep our delivery charges as competitive as possible. Delivery will be made as soon as possible after your order is accepted, depending on the product's lead time. Please note that delivery times are only estimates and longer delays may occur. You will receive tracking information (where possible) by email once your goods have been dispatched. You will become the owner of the goods you have ordered when they have been delivered to you.

The goods are adequately packed for travel and are at the customer's risk from the time of delivery to the carrier. Therefore, Cox & Finch recommends that the customer verifies the condition of packages immediately upon delivery.

If the customer is unable to take delivery for some reason, they can arrange a second attempt or collect the goods from a designated address or courier depot. However, if the customer fails to cooperate with the agreed delivery attempts or an order is undelivered due to incorrect details provided, and the goods are returned to us, we may, at our discretion, cancel the order and deduct 10% of the total value of the order from the refund to cover return, storage, and insurance.

In case of delays, accidents, total or partial loss, or other problems, it is up to the customer to have recourse to the carrier, without it being the responsibility of Cox & Finch.

Therefore, at the point of delivery, Cox & Finch recommends that the customer checks the delivered goods' condition before signing the acknowledgement of receipt for the package. Once you sign, it is no longer possible to open a claim for any damaged products. It's your right to open and check any products if the packaging shows any sign of damage.

If the customer notes any damage, they shall reject the Products or issue handwritten, precise, and dated reservations. These reservations must be confirmed by registered letter with a recorded receipt sent to the carrier within three (3) working days following the delivery date of the products. A copy shall be forwarded to Cox & Finch via email. Failure to do so will be taken as acceptance by you that all goods were received in perfect condition, and no claim can be made for a repair or replacement.

Import Duty

Goods ordered from our site and shipped direct from our foreign suppliers may be subject to customs and clearance fees, duties, and taxes, which the customer must pay before delivery. All cross-border duties and taxes are the responsibility of the customer. You will be responsible for the payment of any such import duties and taxes. Failure to make payment will result in delays and potential storage fees, for which Cox & Finch cannot be held responsible, and ultimately the return of the goods and further costs accrued. The customer is fully responsible for checking their country's unique policies and rulings with regard to import. Cox & Finch cannot be held responsible for any costs incurred from the release of goods from any customs office. Please be advised that we reserve the right to deduct 10% of the total value of the order from any refund to cover return, storage, and insurance, for shipment of goods refused by the customer at customs in the destination country.

Circumstances Beyond Our Control

In circumstances beyond our control, Cox & Finch reserves the right to cancel, change, or suspend the operation of this website until an order or normal operations are restored. Cox & Finch will not be held liable for any contract failure resulting from such an exceptional event. Additionally, we are not responsible for delays outside our control. As we do not manufacture the products we supply, if an event outside our control delays our supply, we will contact you as soon as possible to let you know. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, at our discretion, it will be dealt with through financial reimbursement.

Right to Withdrawal

Consumers have the right to return the order within 14 days of receiving the order if the product is not as described, damaged or is defective. This right applies only if the product and its original packaging can be returned in the same condition as when received. To initiate a return, contact us by email with a clear description and images of the issue. Note: Returns for products that are no longer wanted are not accepted.

Any courier damages or incorrect deliveries should be advised by email, together with a clear digital image of the problem, within three days of receiving the goods.

Return costs must be charged to the customer. After receipt, Cox & Finch will inspect the goods within 14 days of receiving them and reimburse you if the items are in an acceptable condition. If Cox & Finch receives returned items that have been damaged by the customer or in transit due to poor packaging, the return is not accepted, and Cox & Finch will not refund.

The right to return does not apply to the following product types:

  • Products manufactured according to customer specifications or clearly personalised - Products that have been ordered or produced specifically for a customer cannot be returned. This includes bespoke material and variations to standard colour and finish options that are not standard for this product range. Products marked as 'Made to Order' or 'Custom Made' are not eligible for cancellation or refund. However, if the product is faulty or damaged, we will either repair or replace products or parts. 
  • Delivery outside of the UK – If an item has been shipped to an address outside of the UK, you are responsible for shipping it back to our local warehouse at your own cost. You must contact the local authorities to claim back import duties and taxes paid at the time of purchase.

Warranties and Claims

In the event of a manufacturing fault or damage during transportation, we will immediately replace the product or refund the full value. This must be done within three days of receiving the goods. The refund will cover the product's total value, excluding delivery and any import charges. If your claim relates to a product that is no longer in stock or in production, we may issue a refund, repair the product, or exchange it for another model.

Liabilities

Nothing in these terms and conditions shall exclude or limit our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded or limited under UK law. In no event will we be liable for any direct, indirect, special, or consequential loss or damage arising out of your use of this site or in connection with the use of this site, the inability to use this site, or the results of the use of this site, any websites linked to this site or the material on such websites, including but not limited to loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill and wasted management or office time, whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Governing Law and Jurisdiction

These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the English courts.

Contact Us

If you have any questions about these Terms and Conditions, please contact us:

  • By email: support@coxfinch.com