Your continued use of this Website constitutes your agreement to be bound by these terms and conditions which shall also govern all transactions on our site to the exclusion of any other terms and conditions. Terms and conditions do not affect your statutory rights. These terms, together with the documents referred to on it, tells you the terms and conditions on which Cousins supply any of the products (“Products”) listed on the website cousinsfurniture.co.uk (“our site”) to you. Terms also apply to orders where the customer has purchased products from our site and/or placed the order over the telephone with a member of the Digital Department or with a Sales Advisor from one of the stores.
Online and in-store terms may vary. If you placed your order at one of the stores, you will find the Terms & Conditions listed on the back of your printed invoice. In-Store purchase Terms & Conditions are different to the ones listed below. If you have any questions about your Store's Terms & Conditions, please contact the store directly.
1. Information about Cousins
cousinsfurniture.co.uk is a site operated by Cousins Furniture Stores Limited ("we"). Cousins is registered in England and Wales under company number 01763756 and with Cousins registered office at Springfield Industrial Estate, Manchester Street, Oldbury, West Midlands, B69 4HH. Our VAT number is 416967715.
2. Service availability
Cousins site is only intended for use by people resident in the United Kingdom. Cousins do not ordinarily accept orders from individual residents outside the United Kingdom.
Orders outside of UK mainland and some distant orders have a more restricted service and depending on the size and weight of your products additional charges will apply. Please Contact Us for further information.
3. Your status
By placing an order through the Cousins site, you warrant that:
3.1 You are legally capable of entering into binding contracts.
3.2 You are at least 18 years old.
3.3 You are resident in the United Kingdom; and
3.4 All information that you have provided to Cousins, including, without limitation, your name, payment details, delivery address, e-mail address and telephone number are genuine and accurate. If information is missing or not supplied to our ordering system, and you have failed to return our request for this information, then the order may not be processed in the meantime. Cousins does not hold responsibility for delays in ordering products/delivery if you do not confirm the details above in a timely manner. Subject to no correspondence from you within 30 days Cousins Furniture have the right to cancel the order.
4. How the contract is formed between yourself and Cousins
4.1 After placing an order, you will receive a confirmation e-mail (“Order Confirmation”) from Cousins acknowledging that Cousins has received your order and have begun processing your payment in accordance with the payment terms set out in clause 10.
4.2 Acceptance of your order and the creation of a legally binding contract between both parties will only occur when Cousins send you the confirmation (“Order Confirmation”) e-mail.
4.3 The Contract will relate only to those products Cousins have referred to in the Order Confirmation.
4.4 The customer must review their Order Confirmation e-mail once received. Failure to notify Cousins of an error regarding contact information or products you have ordered could result in delays or additional costs.
5. Cancellation by Cousins
5.1 Cousins reserve the right not to accept any order requested if;
5.1.1 Cousins have insufficient stock to deliver the product(s) you have purchased.
5.1.2 The supplier is unable to provide the product(s) purchased to Cousins Furniture.
5.1.3 Cousins do not deliver to your area.
5.1.4 One or more of the products ordered (or delivery charges) was incorrectly described or priced on the website.
5.1.5 The payment transaction is not authorised; or
5.1.6 You have not complied with the terms of paragraph 3 of these Terms and Conditions.
5.2 If Cousins do cancel your contract, Cousins will notify you by e-mail and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 14 days of the cancellation of your order. Cousins will not be obliged to offer any additional compensation for disappointment suffered.
6. Your statutory right to cancel
6.1 If you are contracting as a consumer, you may cancel the Contract no later than 14 working days after the date upon which you receive the Products. In this case, you will receive a refund in accordance with the terms.
6.2 To cancel a Contract, please let Cousins know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on the Cousins website. If you use this method, Cousins will email or telephone you to confirm we have received your cancellation. Cousins may also contact you for further information if required and will then confirm whether it can be processed or to offer an alternative solution.
6.3 If you cancel your Contract Cousins will:
6.3.1 Refund you the price you paid for the Products. However, please note Cousins is permitted by law to reduce your refund to reflect any reduction in the value of the Products:
6.3.1.1 If the product does not return to Cousins in the same condition purchased.
6.3.1.2 If you ordered bespoke, made-to-order, or any special orders and you failed to cancel before the item arrives to Cousins warehouse, in which case Cousins may not be able to issue a refund to cover the cost of special order.
6.3.2 Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method Cousins offer (provided that this is a common and generally acceptable method). For example, if Cousins offer delivery of Products within 3-5 days at one cost but you choose to have the Products delivered within 24 hours at a higher cost, then Cousins will only refund what you would have paid for the cheaper delivery option.
6.3.3 Cousins will strive to refund your money without undue delay, and no later than 30 days after the day products are received back in the warehouse. Cousins will aim to make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
6.3.3.1 If you have received the Products and Cousins has not offered to collect them from you 14 days after the day on which Cousins receive the Products back from you or, if earlier, the day on which you provide Cousins with evidence that you have sent the Products back to Cousins.
6.3.3.2 If you have not received the Products, and Cousins has offered to collect them from you 14 days after you inform Cousins of your decision to cancel the Contract.
6.4 Cousins will refund you on the same payment method you originally used to purchase your order. If you used vouchers to pay for the Products Cousins may refund you in vouchers. Refunds are managed by the payment providers, and whilst Cousins will advise you on the standard lead-time for a refund, sometimes this could take longer than expected but this is outside of Cousins control. In some circumstances a refund may no longer be possible via PayPal if the transaction is over 180 days since placed, in which case a cheque will be posted to you. Similarly, if your card has expired Cousins may ask for the updated card details or offer a refund via cheque instead.
6.5 If Products have been delivered to you before you decide to cancel your Contract:
6.5.1 Then you must return them to Cousins without undue delay and in any event not later than 14 days after the day on which you let Cousins know that you wish to cancel the Contract. You can either send them back, return them in store or hand them to Cousins' authorised carrier. If Cousins have offered to collect the Products from you, Cousins will collect the Products from the address to which they were delivered. Cousins will contact you to arrange a suitable time for collection. If your products were delivered by a third-party courier service, Cousins will arrange for the same company to collect the goods from you. These will need to be collected by the third-party courier service within 14 days of the products being delivered to you. Cousins will not refund the order until the goods have been received and inspected. If the products returned to Cousins appear to have been damaged, then you may face a restocking charge for this.
6.5.2 Unless the Products are faulty or not as described (this will be confirmed by Managements’ discretion), you will be responsible for the cost of returning the Products to Cousins. You will also be responsible for carefully wrapping and boxing the product for return. Cousins is not liable to provide wrapping or boxes and will not be responsible for the cost of this. Do not dispose of the packaging for items/given to you by Cousins before being fully satisfied with the condition of your product. If the Products are ones which cannot be returned by post, Cousins estimate that if you use the carrier which delivered the Products to you, these costs should not exceed the sums Cousins charged you for delivery. If Cousins have offered to collect the Products from you, Cousins will charge you the direct cost to us of collection.
6.6 Advice about your legal right to cancel the Contract is available from your local Citizens Advice Bureau or Trading Standards office.
7. Cousins returns policy
7.1 Regrettably, once Products have been delivered to you and any statutory cooling off period has expired, no Products will be accepted for return other than (i) in our absolute discretion or (ii) where such Products are damaged or defective.
7.2 Every effort will be made to ensure that the Products that you have ordered arrive undamaged and without defect.
7.3 If the Products are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately, which will be provided by the Cousins delivery team. If such damage or defect is discovered after delivery, you must contact Cousins within three days of delivery of the Product or, in the event of a latent defect, within three days of the date upon which you discovered the defect.
7.4 Upon receipt of notification of alleged damage or defect from you, Cousins will arrange to inspect the Product concerned. You must not make any use of it, not make any alteration to it nor return it or arrange for its return before Cousins have been provided with the opportunity to inspect and investigate.
7.5 If upon inspection Cousins agree that the item is damaged or defective and Cousins is unable to repair the item to manufacturing standards, we will arrange for collection of the item and we will then contact you to arrange delivery of a replacement item to you as soon as replacement stock is available and/or offer you a full refund (including delivery charges). We are only able to hold such replacement stock for a reasonable period and reserve the right to levy a restocking charge in circumstances where you are unable or unwilling to accept such delivery within a reasonable time.
7.6 If as a result of an inspection, Cousins determine that they have no legal liability in respect of the matters complained of, then they reserve the right to levy the standard call out charge and to reject any claim in respect of alleged damaged or defective Products.
7.7 Once unwrapped, beds/divans with mattresses and mattresses are excluded from Cousins' returns policy for health and hygiene reasons. Regrettably self-assembly and flat pack furniture cannot be accepted for return once assembly is partly or fully completed unless the Product is proved to be defective.
7.8 Please note the following Product information which forms part of the Cousins Returns Policy:
7.8.1 Surface fillings of mattresses may flatten. This is called dipping or settlement and is normal with use. A mattress may feel different to how it felt in-store. We would advise customers that the mattress is new or can feel firmer due to being wrapped up tightly for a secure delivery. This firmness should quickly ease out to the tension order. If you have any questions regarding your mattress tension upon delivery, please contact our Customer Services team here.
7.8.2 Furniture manufactured from natural or reclaimed materials (e.g. leather, wood and marble) will all have an individual appearance and may have a slight variance in colour and texture. A perfect match to the furniture on display on the Website cannot be guaranteed and a reasonable tolerance level will be applied. Each re-claimed timber furniture product is unique. This adds to the individuality and character of each item manufactured. Whilst a product can be returned, Cousins reserves the right to retain the delivery charge.
7.8.3 Leather furniture will display natural characteristics such as scarring and variations in grain. In the cases of semi-aniline and aniline leathers, there will also be colour variations.
7.8.4 Solid wood furniture will display a variation in grain, knots and there may also be colour variation.
7.8.5 Marble furniture will display veining and there may also be colour variation.
7.8.6 Cousins operate a continuous policy of Product improvement and Cousins therefore reserve the right to vary the specification of any Product from that displayed on the Website, provided that the overall quality of the Product shall remain unaltered.
7.8.8. Care guides can be emailed or posted to the customer upon request. It is advised to speak to one of our Expert sales advisors first prior to cleaning if you are unsure how to care for and maintain your product. Damaged caused by cleaning the product yourself may not be liable for a return or refund.
8. Availability and delivery
8.1 Cousins aim to deliver your Products within the time quoted on the Order Confirmation. The delivery time quoted on the Products is suggested by the suppliers and can be subject to change. Delays beyond Cousins' control may be due to natural or unforeseen circumstances. If circumstances change Cousins will then endeavour to contact you, and to keep you informed of your orders’ progress. We will aim to fulfil delivery within a timely manner and when the Product is available for delivery, we will contact you to book a delivery Date (“Delivery Advice”). Cousins would strongly advise customers not to remove their existing furniture before a Delivery Date is confirmed with Cousins directly, or through an associated third-party delivery service. Cousins is not liable for any consequential loss or inconvenience should the customer remove their existing furniture before a Delivery date is confirmed. If Loan furniture is offered, please refer to point 8.9. If however, the Delivery Date is delayed due to circumstances beyond our control, then we cannot accept any liability for consequential loss. Cousins will endeavour to re-arrange and confirm a new Delivery Date as quickly as possible under the circumstances. If you would like to contact us regarding delays, please click here.
8.1.1 Express Delivery is available for selected items that are in stock. If you order before 1pm, the supplier will aim to fulfil delivery within the next day. Orders made after 1pm on a Friday or over the weekend, however, will be placed with the supplier the following Monday. The supplier will then endeavour to deliver your item in line with Express Delivery next day. If however, delivery is delayed due to circumstances beyond our control, then we cannot accept any liability for consequential loss.
8.2 The delivery times quoted on the Website are for delivery to postcodes which fall within Cousins' normal delivery areas of 40 miles radius from the distribution centres. Any customers who purchase furniture for delivery to an address outside of this area will be contacted for further advise on their expected delivery time. Transfers between warehouses and stores can take between 7-10 working days. Not all locations within the 40-mile radius will have the same daily delivery options available, for some locations Cousins may only be able to deliver once a week to that area. If a third-party courier or delivery service is required for locations outside of this radius the delivery timeframe is outside of Cousins control, and the lead time will vary for each supplier. Cousins will aim to provide as much information as possible for each customer inside and outside of the 40-mile radius regarding delivery options and timeframes. For further information regarding in stock or ready to be delivered in products, please see point 24.3.
8.3 A Delivery Date will not be offered until the goods are in stock at the agreed delivery or collection point, and until the order has been paid for in full. Cousins regret that they cannot schedule deliveries for a specific time of day nor will Cousins under any circumstances assemble any Products that are supplied on a self-assembly basis. Cousins will aim to provide a 2-hour window for delivery, however delays can occur as a result of assembly at a previous address or traffic. Cousins in not liable for time or consequential losses.
8.4 Special arrangements with assembly, movement or fitting of Products will be subject to a special charge. Details of this service will be provided upon request at the point of order.
8.5 It is your responsibility to ensure clear and sufficient access for Products delivered to the required location in your dwelling.
8.6 As part of the checkout process you will be requested to confirm that you have checked access thoroughly.
8.7 In the event of Cousins not being able to gain access to the required location, Cousins reserve the right to levy a charge in respect of such abortive delivery and the costs of any subsequent redelivery of the Product. Where the Product is a special order item and access is not possible then Cousins reserve the right to levy a charge in respect of the costs of restocking the item. This is normally 25% of the product’s cost. If access if attempted, please see point 9.
8.8 Cousins is unable to store goods awaiting delivery to a customer for periods in excess of 14 days after the latest estimated delivery date. Cousins can store your goods for up to 8 weeks free of charge. Any goods stored at your request after this period must be paid for in full and will be subject to a storage charge of £15 per week. If you cancel your order during the 8-week storage allowance, Cousins reserves the right to claim a restocking charge.
8.9 Loan furniture is provided to customers by Management discretion only. By accepting loan furniture from Cousins, you agree that the item(s) must be returned in the same condition in which they were received. If there is any damage or changes to the loan furniture, this may incur a charge.
8.10 Sometimes technical errors can occur on the website, and a product may be incorrectly charged for delivery. Cousins reserve the right to contact you to ask for additional monies should the delivery charge paid not cover the cost of delivery for that product to your location. Cousins also reserve the right to cancel the order if the product cannot be safely delivered to you.
9. Risk and title
9.1 The Products will be at your risk from the time of delivery.
9.2 As per point 8.5 it is your responsibility to ensure there is clear and sufficient access for products to be delivered. When Cousins arrive at your property, the drivers may ask you to sign a Disclaimer Form. This is to protect both parties against accidental damage as Cousins bring the products into your property. Cousins will always try to deliver into your home, but it is also your responsibility to accept the delivery. If due to a pandemic we are unable to ask for your signature the drivers will take photos of your products.
9.3 Ownership of the Products will only pass to you when Cousins receive full payment of all sums due in respect of the Products, including delivery charges.
10. Price and payment
10.1 The price of any Products will be as quoted on Cousins' site from time to time, except in cases of obvious error.
10.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.
10.3 Prices are liable to change at any time, but changes will not affect orders in respect of which Cousins have already sent you an Order Confirmation. In promotional periods Cousins’ are not obliged to price match between promotions if you have purchased before/after a promotional period.
10.4 Cousins' site contains a large number of Products, and it is always possible that, despite Cousins' best efforts, some of the Products listed on the site may be incorrectly priced.
10.5 Cousins is under no obligation to provide the Product to you at the incorrect (lower) price, even after Cousins has sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing.
10.6 Delivery charges are calculated as part of the checkout process, based on type of products and services required. Deliveries outside of the UK mainland will incur additional charges, please see our Delivery & Returns page for more information.
10.7 Payment is accepted by credit or debit card or via PayPal. If you wish to pay by other methods (e.g., cash or cheque), then please contact Cousins. Store credit notes are not applicable online. When, and through Management’s discretion only, it is agreed that the value of the store credit note may be used online, a voucher code will be generated for the same value. A minimum spend will be applied to the code, and it must be used before the expiration date. No cash alternative will be offered.
10.8 If you have chosen to pay by card, Cousins will process the payment for your Order by way of the credit or debit card details you have provided as part of the online checkout process. If you have chosen to pay via PayPal your payment will be processed accordingly, and you should receive notification from PayPal to confirm that your payment has been successful.
10.9 Cousins will advise you if your payment details cannot be authorised for any reason and may then invite you to pay by another method. Please see point 3.4. and how this may affect your order.
10.10 Please be aware that where you pay by any other payment method (e.g., cheque, or bank transfer) then cleared funds will be required before Cousins issue our Order Confirmation or Delivery Advice, as the case may be.
11. Our liability to you
11.1 Cousins warrant to you that any Product purchased from them through our site is of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.
11.2 Our liability for losses you suffer as a result of Cousins breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of Cousins breaking the agreement. Losses are foreseeable where they could be contemplated by you and Cousins at the time your order is accepted by them.
11.3 This does not include or limit in any way Cousins' liability:
11.3.1 For death or personal injury caused by our negligence.
11.3.2 Under section 2(3) of the Consumer Protection Act 1987.
11.3.3 For fraud or fraudulent misrepresentation; or
11.3.4 For any matter for which it would be illegal for Cousins to exclude, or attempt to exclude, their liability.
11.4 Cousins is not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited to:
11.4.1 loss of income or revenue
11.4.2 loss of business
11.4.3 loss of profits or contracts
11.4.4 loss of anticipated savings
11.4.5 loss of data, or
11.4.6 waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; provided that this clause 11.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause 11.1 or clause 11.2 or any other claims for direct financial loss that are not excluded by any of categories 11.4.1 to 11.4.6 inclusive of this clause 11.4.
11.5 Please also note the terms of Cousins' Website Use Policy which apply to all contracts entered between you and Cousins. A customer may unsubscribe from SMS, Postal, or E-mail marketing at any point by contacting Cousins. There can be a delay whilst each system is updated with the latest marketing information.
12. Import duty
Please contact Cousins Head Office via the online form to discuss orders for distant delivery and for deliveries to addresses outside of the UK mainland in more detail.
12.1 If you order Products from Cousins' site for delivery outside the UK mainland, and we accept your order, Cousins shall deliver the Products to the point of embarkation requested by you. Alternatively, you can also arrange for collection from the Oldbury or Shrewsbury warehouses. You will be responsible for arranging shipment and delivery to you thereafter. Cousins will not bear any responsibility for damaged caused after the embarkation point. There may be import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that Cousins have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
12.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. Cousins will not be liable for any breach by you of any such laws.
12.3 Where requested, upon export of the Products, Cousins will supply you with the requisite documentation to reclaim any VAT paid to Cousins.
12.4 Cousins is not liable for any damage incurred after the order is collected by your choice of courier service.
12.5 If you wish to cancel and return your order, Cousins will only refund the cost of the products and the original delivery charge if payment was taken to ship the products to a point of embarkation.
13. Written communications
Applicable laws require that some of the information or communications Cousins send to you should be in writing. When using Cousins' site, you accept that communication with them will be mainly electronic. Cousins will contact you by e-mail or provide you with information by posting notices on their website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that Cousins provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
14. Notices
All notices given by you to Cousins must be given to Cousins Furniture Stores Limited via the online form. Cousins may give notice to you at either the e-mail or postal address you provide to Cousins when placing an order, or in any of the ways specified in clause 13 above. Notice will be deemed received and properly served immediately when posted on the website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
15. Transfer of rights and obligations
15.1 The contract between you and Cousins is binding on you and Cousins and on their respective successors and assigns.
15.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without Cousins' prior written consent.
15.3 Cousins may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of their rights or obligations arising under it, at any time during the term of the Contract.
16. Events outside our control
16.1 Cousins will not be liable or responsible for any failure to perform, or delay in performance of, any of their obligations under a Contract that is caused by any act, event, non-happening, omission, or accident beyond their reasonable control including, without limitation, as a result of Act of God, war, strike, lockout, labour dispute, fire, flood or drought ("Force Majeure Event").
16.2 Cousins' performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and Cousins will have an extension of time for performance for the duration of that period. Cousins will use their reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
16.3 Covid-19 is an event outside of Cousins control. There have been global implications for every industry and business. For furniture this has affected material supply, production capabilities, and shipping.
16.4 Fuel and HGV driver shortages are an event outside of Cousins control. This can cause delays in containers getting into and around the UK mainland, as well as Cousins being able to deliver to your delivery address.
17. Waiver
17.1 If Cousins fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if Cousins fail to exercise any of the rights or remedies to which they are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
17.2 A waiver by Cousins of any default shall not constitute a waiver of any subsequent default.
17.3 No waiver by Cousins of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.
18. Severability
If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful, or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
19. Entire agreement
19.1 These terms and conditions and any document expressly referred to in them represent the entire agreement between both parties in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between both parties, whether oral or in writing.
19.2 Cousins each acknowledge that, in entering a Contract, neither party has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.
19.3 Neither party shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party's only remedy shall be for breach of contract as provided in these terms and conditions.
20. Our right to vary these terms and conditions
20.1 Cousins has the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting the business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in Cousins' system's capabilities.
20.2 You will be subject to the policies and terms and conditions in force at the time that you order products from Cousins, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if Cousins notify you of the change to those policies or these terms and conditions before they send you the Order Confirmation (in which case Cousins has the right to assume that you have accepted the change to the terms and conditions, unless you notify Cousins to the contrary within seven working days of receipt by you of the Products).
21. Law and jurisdiction
Contracts for the purchase of Products through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
22. Order with a deposit
22.1 At the checkout you can select to pay with a 25% deposit, and then the remaining balance must be paid in full once your items are in stock and before Cousins arrange delivery.
22.2 The 25% deposit is calculated off qualified items only. To qualify the basket value must have a value of £200 or more (this could be made up of 1 or more items), and each item must have a lead time of 14 days or more.
22.3 The delivery charge is excluded from the basket value and must please be paid on top of the 25% deposit.
22.4 The outstanding balance must be paid in full before delivery can be arranged. Cousins will contact you once your items are in stock. Alternatively, you can also Contact Cousins to pay the remaining balance, or by logging into Your Account.
22.5 Cousins is unable to store goods awaiting outstanding payment from a customer for periods in excess of 7 days after the items come into stock. Any goods stored after this date will be charged. Please see point 8.8.
22.6 Cousins cannot guarantee that a deposit will reserve your order if the full payment has still not been received after the 7-day period. Items which have not been paid for in full may be sold to another customer.
22.7 If your order is sold to another customer only the deposit, and not the storage charges that have incurred during that time will be refunded. It is your responsibility to contact Cousins for a refund.
23. Customer Services
23.1 Furniture which are marked as clearance items and are sold during clearance events are ‘Sold as seen’. Inspection Details about the product are applied to your Sales Order invoice whilst you are present. The Inspection Details are relevant to the clearance item on each Sales Order invoice. Please note that any imperfections detailed describe the condition of the goods that you have agreed to purchase. As each clearance item is ‘Sold as seen’, Cousins cannot raise service concerns for these items.
23.2 The 12-month retailer guarantee begins the day after delivery of your furniture. If you need to raise a Service Concern after this date, then a £50.00 out of warranty fee is paid to Cousins to appoint a technician to inspect your furniture. If a fault is found, then Cousins will correct this for you free of charge.
24. Free In Store Click and Collect Service
Please note that Cousins are offering a free in store click and collect service at this time with new working practices in place to help keep staff and customers safe.
24.1 At the checkout you can select to use Cousins’ free in store click & collect service. You can choose to collect your order from any Cousins showrooms or warehouses. This service can be used with any payment method: Payment in Full, 25% Deposit, or Pay by Finance (please visit the Finance page for further information option this option).
24.2 If you choose to pay with a 25% Deposit, Cousins will contact you once the items are in stock and are ready for collection from your chosen collection point. If you have selected a warehouse collection point you will need to pay in full over the phone or by logging into Your Account before collecting. If you have chosen to collect from one of Cousins showrooms you can also choose to pay at the Cash Office when you come to collect. For further information about the Deposit option, please click here.
24.3 For In Stock items please allow up to 7-10 working days for your order to be transferred to your selected collection point. For Ready to deliver in items please allow the lead time stated on your confirmation email, plus 7-10 working days for your order to be transferred to your selected collection point. Sometimes there may be unforeseen circumstances which can delay orders, please see point 8.1.
24.4 Once your order arrives at your selected collection point, Cousins will contact you within 7 days to arrange a collection date and time. Please wait until Cousins have contacted you to confirm collection before trying to collect. You will be asked to provide your name, Sales Order number, and a form of ID when you come to collect. You may also be asked to provide proof of your invoice or Order Confirmation email either printed or shown on your mobile. A friend or another family member may also collect on your behalf, but they will also need to bring the above supporting documents to collect. Cousins may also call you to confirm the person collecting has been authorised by yourself to do so.
24.5 Collections will be scheduled strictly by appointment only (it is your responsibility to load your order onto your vehicle). Cousins will endeavour to help serve customers who arrive without an appointment or who require help to load their vehicle, however this may incur extra time upon your collection.
24.6 Please note that the warehouses are only open for collection on weekdays. Oldbury warehouse is open 9am-4pm Monday to Friday but is closed between 1-2pm. Shrewsbury warehouse is open 9am-4pm Monday to Friday, but is closed between 12-1pm.
25.7 For store collection hours, please visit the stores page.
25. Complaints
Cousins endeavours to ensure that all customers remain satisfied with their ordering, customer service and delivery experience. However, in the instance where a customer is unhappy with any part of their experience, Cousins advises the following:
25.1 If a request is made to speak to a manager, Cousins will aim to return all calls within 48-72 hours.
25.2 If you report a fault with your product, please contact customer.services@cousinsfurniture.co.uk. Please provide as much information as possible including but not limited to: Your name and contact information, sales order or account number (if this is unknown, please provide your full address), details of the fault, photographic supporting evidence of the fault. Failure to do so can cause a delay in resolving the matter.
25.3 If you are unhappy with the customer service you have received, please use the Contact Us form so Cousins can forward your complaint to the relevant department to be dealt with. Please complete the form with as much information as possible. Please see point 25.2.
25.4 If the customer remains unhappy with any outcome, Cousins Furniture is a member of The Furniture Ombudsman. Their contact information will be provided to you upon request.
26. £25 off your first order over £250
When you sign up to receive Cousins Furniture’s Marketing Newsletters, you will be emailed a voucher code which you can use to redeem £25 off an order over £250. This voucher can be used in-store or online. To redeem in store, show your email with the voucher code to your Sales Advisor. To redeem online, enter the code emailed to you into the Apply Discount Code box during the checkout process. The offer cannot be used in conjunction with any other voucher codes or offers. Excludes clearance, concession, special purchases, and outlet furniture and accessory products. It can only be used once and is only valid on orders over £250. Cousins reserves the right to make any changes or withdraw the offer at any time.