Terms & Conditions
Standard Conditions of Supply
1.Variation of Conditions
The following conditions shall apply to all our contracts except to the extent that they are varied in writing. No alteration,
variation, amendment of or addition to these conditions shall be valid unless made in writing and signed by our authorised
2. Availability and Alterations
2.1 Acceptance of orders and completion of contracts are subject to the availability of the products displayed in our catalogue.
2.2 We reserve the right to vary or alter any of the designs, specifications, and packaging of the products described in our sales
literature if circumstances so require. In the event that any fundamental variation or alteration does take place we shall inform
the customer at the earliest opportunity and the customer will be entitled to cancel the order within 7 days of being so informed.
Self-Sure will pay reasonable costs for the return of such products.
3.Value Added Tax
All prices are quoted exclusive of value added tax which shall be added to the price as applicable. It is possible for the customer
to claim vat relief on certain products. To qualify, the Customer has to suffer from an eligible disability and must sign the VAT
Exemption Declaration. In the event of a VAT Exemption Declaration being deemed as unacceptable for whatever reason or the
Customer does not sign the Exemption Declaration, the Customer will pay the due VAT amount to Self-Sure within 30 days of
receiving written notice
Although we will use all reasonable efforts to meet our forecasts for delivery of products, such forecasts are estimates only.
Self-Sure cannot be held responsible for any delays outside of their control. Under normal circumstances please allow 30 days
for delivery from the date Self-Sure receive the order or from the date when payment is received in full (in cleared funds),
whichever is the later.
5.Risk and Property
5.1 The risk in the product shall pass to the customer on delivery.
5.2 Notwithstanding delivery of the Goods, the property in such Goods shall not pass to the Buyer until the Buyer has paid in full
and without reservation the price of such Goods and the price of any other Goods the subject of any other transaction between
us and, for the avoidance of doubt, including the delivery charges and value added tax as applicable.
6.1 The statutory rights of the customer to seek a remedy for goods that are misdescribed or are not of satisfactory quality are
not affected by the following conditions.
6.2 Subject to the conditions set out herein we warrant that all new products will correspond with its specification at the time of
delivery and will be free from defects in material and workmanship for a period of 12 months from receipt of the goods by you.
This warranty is provided by the Manufacturer or Importer of the goods.
6.2.1 Subject to the conditions set out herein we warrant that all used products will correspond with its specification at the time
of delivery and will be free from defects in material and workmanship for a period of 3 months from receipt of the goods by you.
6.3 The above warranties are given subject to the following conditions:
6.3.1 We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal
working conditions, failure to follow out instructions (whether oral or in writing), misuse or alteration or repair of the product
without our approval.
6.3.2 We shall be under no liability under the above warranty until the total price of the product has been paid although the
warranty period shall commence from the date of the delivery.
6.3.4We shall be entitled to make a charge for a call out and labour for in home repair in the event that the defect repaired is not
covered by the warranty nor under the customer’s statutory rights relating to the quality and condition of the product.
6.3.5 We shall be entitled to make a charge for call out and labour for in home repair under the warranty after the first 6 months
save where the defect falls under the customer’s statutory rights relating to the quality and condition of the product.
6.4 Any claim by the customer which is based on any defect in the quality or condition of the product or its failure to correspond
with specification shall be notified to us within 14 days after the discovery of the defect or failure, failing which the customer will
not be entitled to reject the product.
7. Returns Policy
7.1 Products purchased in store may be cancelled until the point of delivery or collection. Once a product purchased in store has
been delivered or collected, it cannot be returned unless it is faulty under clause 9. This does not affect your statutory rights.
7.2 Any order placed via telephone or online is given a cooling-off period of 14-days from the day of delivery. This is in line with
statutory returns rights.
8. Circumstances excluding cancellation or return
8.1Products ordered as bespoke i.e. a product manufactured specifically to your individual requirements or clearly customised to
your design which are outside of the standard options cannot be returned for a refund or cancelled after the product has begun
the manufacturing process.
8.2 Where the product is a bathroom, it may not be cancelled within 28 days of the scheduled start date. Cancellation maybe
accepted at the discretion of the company but you are liable for the cost of materials and any non-refundable accommodation
costs. This will be taken from your deposit and the difference will be refunded or invoiced to you.
8.3 Where the contract is for sealed goods which are not suitable for return due to health protection or hygiene reasons, if they
become unsealed after delivery such as mattresses, mattress protectors, pillows etc.
8.4 Goods such as beds/rise & recline chairs and upholstered furniture may be classed as soft furnishings and as such, are non-
returnable if they have been left in the customers possession for 48 hours or show any signs of use.
9. Faulty or damaged goods
9.1 Where goods are perceived to be faulty or damaged, an independent assessment will be carried out to ascertain whether
there is a fault or damage. If the assessor concludes the product to be faulty or damaged, a claim may be made under warranty.
9.2 Damaged goods must be reported within 24 hours of delivery. If a delivery note is signed without comments stating goods
were “damaged on arrival”, the seller cannot be held responsible for damages. Customers may be required to provide photos of
damage sustained in delivery.
9.3 Comfort is not considered to be a fault with the product as it is highly subjective. A product that is perceived to be
uncomfortable may not have any faults or damage. If the independent assessor concludes the product is of satisfactory
condition, a Call out fee of £75 is payable and it may not be returned or repaired under warranty.
10. Bathroom Orders
10.1 When purchasing a bathroom, some issues may arise during the fitting of that bathroom that our outside our control. Whilst
every effort is made to identify potential issues during the initial site survey, some problems such as wet/damaged floorboards,
asbestos etc. may not be detected and as such, the bathroom may be delayed until these issues are resolved. Such unidentified
issues will incur an additional cost to rectify unless specifically stated on the bathroom order form. In these circumstances, every
effort will be made to keep the delay to a minimum however, time is not of the essence and a substantial delay cannot be used
as reasoning for cancellation. Cancellation rights are unaffected by this and remain as stated in clause 8.
11. Description of Goods
Every effort has been taken to ensure that the products supplied by SelfSure correspond as closely as possible to the pictures
illustrated on our website and brochure, but they may vary due to the unique characteristics and variation of materials. SelfSure
are not responsible for any such variations, including but not limited to the following:
Product colour and shade may vary from one manufacturing batch to another.
Fabric patterns are not matched unless stated on labelling.
Leather is a natural material with unique characteristics such as shade variation, random scars and blemishes.
We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes
Payment in full shall be made on or before delivery of the Goods purchased unless an expressed, written agreement is made to
the contrary. This will only be done in exceptional circumstances.
13.Failure to pay
If the customer fails to make payment when the amount unpaid is due, they shall incur compound interest at the rate of 2.5 per
cent per month in respect of the whole or part of each month that the amount outstanding shall remain unpaid.
Where we have been asked to dispose of a product(s), we will do so in an appropriate manner and as soon as possible.
Therefore, please note it is unlikely the product(s) can be returned in any instance. The company cannot be held liable in any
way or liable for any costs.
15.1 Any product collected as a part-exchange will be held in storage for 14 days, where possible, unless it poses a health
hazard such as chairs, beds, mattresses and products of a similar nature. These items will be disposed of immediately. After that
the company will dispose of it as it requires. Where a part-exchange is asked to be returned, the Company cannot be held liable
for any damage and will a returns fee as follows:
Product: Returns Fee:
Bed/Bed set (inc. mattress) £125
Chair/Matching Furniture £100
Other Small item (bedding/pillow etc.) £25
Other Large Item £100
15.2 A collected product is not a part-exchange. Part-exchanged products are those that have been assigned a monetary value
and deducted off the price of a new purchase. If an item is a part-exchange, it will be stated on the paperwork. All other items
will be disposed of immediately. If you chose to cancel an order after an item has been collected and disposed of, SelfSure is
not liable to return this to you, nor is it obligated to pay any financial compensation in lieu of the item.
In the unfortunate event you wish to make a complaint please do so by writing to the Managing Director at the address below.
SelfSure will then endeavour to solve any issues you may have had. If you are unhappy with the outcome of a complaint and
have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation and,
as a member, we will participate in this process. BHTA can be contacted at: New Loom House, Suite 4.06, 101 Back Church
Lane, London E1 1LU Tel: 020 7702 2141 Email: email@example.com. Alternatively, you can approach Ombudsman
Services of The Brew House, Wilderspool Park, Warrington, WA4 6HL for mediation but participation will be at our discretion.
Ombudsman Services can be contacted by email at firstname.lastname@example.org.
If any provision of this contract is held to be invalid, illegal or unenforceable for any reason by any court of competent
jurisdiction, such provision shall be severed and the remainder of the provisions of this contract shall continue in full force and
effect as if this contract had been entered into with the invalid, illegal or unenforceable provision deleted.
The Company shall not be liable for:
I. Loss, damage or any other liability arising out of the Contract whether direct, indirect or consequential and whether or not
caused by the Company’s negligence
II. Any excess in total claims over the contract price and the Company’s sole obligation under this clause shall be its option to
refund, repair or replace the Goods or any part thereof.
III. Loss caused by any delay
19. Proper Law
English Law shall govern this contract
NOTICE OF CANCELLATION- Phone or Online Purchases
You have the right to cancel this contract within 14 days without giving any reason..
The cancellation period will expire after 14 days from the day after on which you acquire, or a third party other than a carrier and
indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us at SelfSure, Unit 3 The Gallery, Concept Court, Wath upon Dearne, S63 5BD,
or telephone 0845 4081 671 or e-mail email@example.com of your decision to cancel this contract.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery except for the
supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by
us. That is £75 plus VAT where the option chosen is via our white glove delivery service.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of
unnecessary handling by you. Any deduction will be based on the cost of the product and not the selling price.
We will make the reimbursement without undue delay, and not later than:
a) 14 days after we have received back from you any goods supplied, or
b) (if earlier) 14 days after the day you provide evidence you have returned the goods, or
c) If there were no goods supplied 14 days after the day we were informed about your decision to cancel this contract
We will make the reimbursement using the same means of payment as you used for your initial transaction, unless you have
expressly agreed otherwise, in any event, you ill not incur any fees as a result of the reimbursement.
You will bear the costs of returning the goods
If you requested to begin the performance of services during the cancellation period, you shall pay us the amount which is in
proportion to what has been performed until you communicated us your cancellation from this contract, in comparison with the
full coverage of the contract.
You are important to us as a Customer and will always endeavour to achieve a win/win outcome.
After the cancellation period referred to above, a customer may cancel this contract only with the agreement of the Company. In
1. the Company may, at its sole discretion, decide whether to refund to the customer, any monies paid by the customer to the
Company under this contract; and
2. the customer shall be liable for the costs of returning the products to the Company.
Complete and return this copy only if you wish to cancel the contract.
To: OLK Limited t/as SelfSure, Unit 3 The Gallery, Concept Court, Wath upon Dearne, S63 5BD
I/we hereby give notice that I/we wish to cancel my/our order.