Terms of service
**Last updated: 7 October 2026**
1. About us and these Terms
1.1 This website, www.hearthlyre.co.uk, is operated by HEARTHLYRE LTD, a private limited company registered in England and Wales under company number 16882591. Our registered office is White Building Studios, 1–4 Cumberland Place, Southampton, Hampshire, United Kingdom, SO15 2NP. In these Terms, “Hearthlyre”, “we”, “us” and “our” refer to HEARTHLYRE LTD.
1.2 You can contact us at **info@hearthlyre.com** or write to our registered office. Our authorised furniture returns address is different and is set out in Section 9. We do not currently operate a customer telephone helpline.
1.3 These Terms govern your use of our website and purchases you make from us through it. Our online store is intended for consumers purchasing for personal or domestic use. These Terms do not cover trade or business purchases.
1.4 Please read these Terms before placing an order. During checkout, you will be asked to accept the Terms that apply to your purchase. Please retain a copy of those Terms and your order confirmation.
1.5 Nothing in these Terms excludes or restricts your statutory consumer rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Related policies
2.1 The following policies provide further information:
- [Returns & Refunds Policy](https://www.hearthlyre.co.uk/pages/return-policy);
- [Product Guarantee](https://www.hearthlyre.co.uk/pages/product-guarantee); and
- [Privacy Policy](https://www.hearthlyre.co.uk/policies/privacy-policy).
2.2 The Returns & Refunds Policy and Product Guarantee in force when we accept your order form part of your purchase contract. Later policy changes will not reduce rights already agreed for that order.
2.3 The Privacy Policy explains how we handle personal information. Accepting these Terms does not, by itself, constitute consent to marketing or to processing that requires separate consent.
2.4 Read these Terms and the related policies together. If there is an inconsistency concerning your purchase, these Terms take precedence, except that a specific, more favourable return or guarantee promise made to you before purchase remains available. Statutory rights always take precedence over any provision that conflicts with them. For personal data matters, the Privacy Policy applies, subject to applicable law.
3. Accounts and placing orders
3.1 To place an order, you must be at least 18 years old and able to enter into a binding contract. You may shop with or without an account where guest checkout is available.
3.2 Please provide accurate billing, delivery and contact details, and check the product, quantity, colour, dimensions and any optional services before submitting your order. You can correct your selections using the checkout facilities before submitting them.
3.3 Keep your account password secure and notify us promptly if you suspect unauthorised access. You are not automatically responsible for transactions made without your authority; responsibility will be determined in accordance with applicable law and the circumstances.
3.4 Submitting an order is an offer to buy the selected goods and services. We accept your order when, after receiving full payment, we send you an order confirmation email confirming acceptance. A payment receipt or message expressly described as an acknowledgement only is not acceptance. Your contract is with HEARTHLYRE LTD.
3.5 Before acceptance, we may decline an order for a reasonable reason, such as unavailable stock, an unsupported delivery address, a pricing error or reasonable concerns about fraud. We will notify you and promptly refund any payment taken for an order we do not accept.
3.6 Once we have accepted an order, we cannot cancel it simply because we have changed our mind. Any cancellation must have a lawful basis. Where supply genuinely becomes impossible, we will explain the circumstances, offer any appropriate options and refund payments for goods or services we cannot supply, without restricting your other legal remedies. We will not substitute a different product without your agreement.
4. Product information
4.1 We sell both in-stock and pre-order products. We do not currently offer bespoke or personalised products. A standard product does not lose its statutory cancellation rights merely because it is a pre-order or is manufactured after you order it.
4.2 We take reasonable care to describe our products accurately. Screen settings and lighting may affect the appearance of colours. Natural wood, leather and stone may vary in grain, veining, tone and texture. These variations do not excuse supplying goods that are faulty, materially different from their description or otherwise fail to meet legal standards.
4.3 Product dimensions and any stated tolerances appear on the relevant product page. Please check both assembled and packaged dimensions, where provided, against your intended location and access route. If a measurement is critical, contact us before ordering.
4.4 We will not make a material change to the agreed specification without your agreement. If we cannot supply the agreed product, we will contact you rather than impose a substitute.
5. Prices and payment
5.1 Prices are shown in pounds sterling (GBP). The total payable, including any applicable taxes and optional service charges, will be shown before you place your order.
5.2 Full payment is required when you place your order. Accepted payment methods are shown at checkout. We do not currently offer instalment payment plans.
5.3 Standard doorstep delivery is free within our confirmed delivery area. Optional room-of-choice delivery and assembly services are available for an additional charge where offered. Their scope and price will be disclosed before you agree to buy them. We will not add optional paid services without your express agreement.
5.4 If we discover a pricing error before acceptance, we will give you the opportunity to order at the correct price or receive a refund. After acceptance, we will not unilaterally increase the agreed price. Any rights concerning an obvious pricing mistake will be determined under applicable law.
5.5 Promotional conditions, including eligibility and any adjustment following a partial return, must be disclosed before purchase. Promotions do not restrict statutory cancellation or faulty-goods rights.
6. Delivery
6.1 Delivery area
We currently deliver only to mainland Great Britain (England, Scotland and Wales). Standard doorstep delivery is free throughout this delivery area. We do not currently deliver to Northern Ireland, offshore islands, the Isle of Man, the Channel Islands or overseas destinations.
If we introduce delivery to additional areas, we will update these Terms and the delivery information on our website. Any applicable delivery charges and conditions will be disclosed before you place an order. Later changes will not alter the delivery terms already agreed for an accepted order without your agreement.
6.2 Delivery times
Our delivery period is **9–16 weeks from the date of your order confirmation**, unless a different delivery period is clearly disclosed before purchase and agreed with you. Weeks are calendar weeks. The applicable delivery period will be confirmed in your order confirmation email.
6.3 The applicable delivery period will be disclosed before purchase and confirmed with your order. We will deliver within the agreed period. Unless a different delivery period has been agreed with you, we will deliver without undue delay and within 30 days after the contract is made.
6.4 We will contact you to arrange delivery where an appointment is required. Standard delivery is to a safe, accessible doorstep at the delivery address and does not include carrying goods to a chosen room or assembling them. Contact us before ordering if your property has unusual access requirements.
6.5 Please tell us about relevant stairs, lifts, parking restrictions, narrow entrances or other access issues. You must ensure that the agreed delivery point can be reached safely and that you or your nominated recipient is available for the agreed appointment. Our delivery team is not required to undertake unsafe lifting, remove doors or windows, alter the building or use specialist lifting equipment unless expressly agreed.
6.6 If delivery fails because of incorrect information you supplied, your absence from an agreed appointment or access restrictions you did not disclose, we will discuss redelivery or return arrangements. We may recover reasonable additional costs attributable to that failure only where the charge or its calculation was clearly disclosed before purchase, or you subsequently agree to an additional service. We will not impose an arbitrary penalty or charge you for a failure caused by us or our appointed carrier.
6.7 If delivery is delayed, we will notify you and explain the options. Where the law requires it, you can set an appropriate additional delivery period and end the contract if we do not deliver within that period. You may end the contract immediately where we refuse delivery, or where timely delivery was essential in the circumstances or you told us before contracting that it was essential. Any refund due following termination for non-delivery will be made without undue delay.
6.8 The goods remain our responsibility until you, or a person you nominate, takes physical possession. If you independently appoint a carrier that we have not offered, risk passes when the goods are handed to that carrier. Ownership passes once we have received full payment and the goods have been delivered.
6.9 Please inspect your goods when reasonably possible and report visible delivery damage promptly. Signing a delivery receipt or failing to report damage immediately does not waive your statutory rights.
7. Optional delivery and assembly services
7.1 Paid room-of-choice delivery and assembly are provided only where offered and agreed. The service description will identify what is included. Building alterations, electrical installation, specialist lifting and removal of existing furniture are not included unless expressly agreed.
7.2 We are responsible for performing services with reasonable care and skill, including where we use an appointed contractor. If a service does not meet the contract, you may have rights to repeat performance or a price reduction under the Consumer Rights Act 2015.
7.3 Where an optional service is a separate service contract, its statutory cancellation period normally ends 14 days after that contract is made. If you ask us to start it within that period, we will obtain your express request. If you then cancel, a proportionate payment for services actually supplied is payable only where the legal conditions have been met.
7.4 You lose the cancellation right for a fully performed separate service only where performance began with your express consent and you acknowledged beforehand that full performance would end that right. No service cancellation provision removes your rights where the service is faulty or not as agreed.
7.5 On cancellation of a goods order, any related optional service refund will depend on the nature of the service, whether it has been performed and applicable law. An enhanced delivery charge above the cost of standard delivery need not be refunded where the statutory rules permit this. We will not treat every optional service charge as automatically non-refundable.
8. Cancelling an order and changing your mind
8.1 For goods purchased online, you normally have the right to cancel without giving a reason from the time the contract is made until 14 days after the day you, or your nominated recipient, receives the goods. For one order delivered in separate consignments, the period normally runs from receipt of the last item; for an item delivered in parts, from receipt of the last part.
8.2 You can cancel by emailing info@hearthlyre.com, writing to our registered office or giving any other clear statement of your decision. You may use the model cancellation form in Section 21, but you do not have to. Sending your notice before the cancellation period expires is sufficient. Cancellation is not conditional on obtaining our approval.
8.3 If you cancel before dispatch, we will try to stop shipment. If shipment cannot be stopped, you retain your cancellation rights, but the goods may need to be returned. Any direct return costs are governed by Section 9. We do not charge a restocking or administrative cancellation fee for exercising statutory cancellation rights.
8.4 In addition to statutory rights, our Returns & Refunds Policy offers a voluntary 30-day change-of-mind returns period for most products. Returns notified after the statutory period must meet the additional eligibility conditions in that policy, including that goods are unused, undamaged, complete and resaleable. Goods supplied unassembled are not eligible for the voluntary extension if they have been assembled. “Final Sale” restrictions apply only to the voluntary extension, not applicable statutory rights.
8.5 Our published holiday returns extension also applies where its conditions are met. It cannot shorten the statutory cancellation period or the normal 30-day period that would otherwise apply to your order.
8.6 Any legal exception to cancellation will be clearly disclosed before purchase and applied only where it genuinely applies. We do not impose a blanket exclusion on standard pre-orders, opened furniture or mattresses. A hygiene exception applies only to goods genuinely unsuitable for return for health protection or hygiene reasons once a qualifying seal has been broken, as permitted by law.
9. Returning goods
9.1 After notifying us of statutory cancellation, you must send the goods back within 14 days unless we have offered to collect them. For an agreed collection, make them reasonably available and follow the agreed arrangements. Our voluntary returns policy also requires dispatch or availability for agreed collection within 14 days of your notice.
9.2 Contact us for return instructions so that we can identify the goods and arrange safe handling. This does not make statutory cancellation dependent on return authorisation, and delays on our part will not remove your rights.
9.3 Our authorised returns address is:
**Hearthlyre Authorised Returns Centre**
**c/o Cornupial Logistics**
**Unit 13, East Horton Business Park**
**Knowle Ln, Fair Oak**
**Eastleigh SO50 7DZ**
**United Kingdom**
Customer drop-offs must be arranged by appointment. Please do not send furniture to our registered office.
9.4 For unwanted goods, you bear the direct return costs only where we informed you of this before purchase. For goods that cannot normally be returned by post, we will disclose the cost or a reasonable estimate before you order. Our Returns & Refunds Policy contains a guide; the estimate applicable to your product, parcel count and location must be made clear before purchase. Additional collection services require your agreement.
9.5 If we arrange collection, we will confirm the charge before booking. Responsibility for the goods passes to us when our appointed carrier takes possession. If you arrange your own carrier, package the goods appropriately and retain evidence of return.
9.6 Package goods securely, using their original packaging where reasonably possible or suitable equivalent protection. Original packaging is not an absolute condition of statutory cancellation. Contact us if the item cannot safely be disassembled or repackaged, particularly compressed furniture or mattresses.
9.7 Under statutory cancellation rights, you may inspect goods as you reasonably would in a shop. We may deduct only an actual reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, and only where the statutory conditions for a deduction have been met. Assembly or opening packaging does not automatically justify a fixed percentage deduction. We will explain the basis and amount of any deduction.
9.8 We bear the reasonable costs of returning or collecting goods that are faulty, damaged on delivery, incorrect or otherwise do not conform to the contract. No change-of-mind return fee applies to a valid faulty-goods claim.
10. Refunds
10.1 Following statutory cancellation, we will refund payments due, including any standard delivery charge paid, within 14 days after being informed of cancellation. Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first.
10.2 Standard delivery is free, so there is no standard delivery payment to reimburse. Refunds for enhanced delivery or separate services are dealt with in Section 7 and applicable law.
10.3 Refunds use the original payment method unless you expressly agree otherwise, without a refund processing fee. Bank or card processing may take additional time after we issue a refund.
10.4 Voluntary returns are refunded in accordance with our Returns & Refunds Policy. Refunds following a valid rejection of faulty goods will be issued without undue delay and within 14 days after we agree that you are entitled to them.
10.5 Any lawful deduction for diminished value or agreed direct return cost will be explained. We do not apply such deductions to avoid responsibility for goods that failed to conform to the contract.
11. Faulty, damaged or incorrect goods
11.1 Goods must be of satisfactory quality, fit for purpose and as described. They must also meet any particular purpose you made known to us before purchase where the law requires this.
11.2 Contact info@hearthlyre.com with your order details and a description of the problem. Photographs or videos are helpful where reasonably available, but are not an absolute condition of exercising statutory rights. We may arrange a reasonable inspection.
11.3 You normally have a short-term right to reject non-conforming goods within 30 days of delivery, subject to the statutory rules governing when that period begins and pauses. After that, repair or replacement will normally be the first remedy, unless the law provides otherwise. Remedies must be supplied without charge, within a reasonable time and without significant inconvenience.
11.4 If repair or replacement is impossible, disproportionate, unsuccessful or not provided as the law requires, you may be entitled to a price reduction or final rejection and refund. Any deduction for use on final rejection is governed by law, not a fixed restocking percentage.
11.5 For repair, replacement and subsequent remedies, a fault appearing within six months is generally presumed to have existed on delivery unless we establish otherwise or the presumption is incompatible with the goods or fault. Your rights do not automatically expire after six months or when a commercial warranty ends.
11.6 We do not treat damage caused solely by misuse, accidental damage or ordinary wear as an original product fault. We will assess the circumstances fairly; natural materials, assembly or an attempted repair do not automatically remove rights relating to an unrelated original defect.
12. Product guarantees
12.1 We provide an additional commercial guarantee as described in our Product Guarantee policy. Coverage and duration vary by product and component and begin on delivery. The guarantee is provided by HEARTHLYRE LTD at the registered address in Section 1.
12.2 Read the applicable policy for its periods, geographical scope, exclusions and claims process. Covered manufacturing defects are addressed through the repair or replacement arrangements described there. We will provide the guarantee terms in a form you can retain on request.
12.3 This guarantee supplements your legal rights against us. Its exclusions, original-purchaser restriction and expiry do not limit any statutory rights or remedies that remain available.
13. Website access and acceptable use
13.1 You may use our website to browse products, make personal purchases and use the features provided. We aim to keep it available but may need to interrupt access for maintenance, security or technical reasons. Website interruption does not release us from existing order obligations.
13.2 You must not use the website for fraud, impersonation, unlawful activity, infringement of others’ rights, harassment or distribution of malicious software. Do not attempt unauthorised access, bypass security measures or disrupt the website. Automated extraction that infringes rights or materially interferes with operation is prohibited.
13.3 We may restrict access or suspend an account for a reasonable security concern or material breach. Where appropriate, we will explain the reason and allow a reasonable opportunity to resolve it. Suspension does not remove your rights concerning paid orders, returns or refunds.
13.4 We take reasonable steps to protect the website, but cannot promise uninterrupted or error-free operation. Please use appropriate security measures on your own device. Our responsibility for loss or damage remains subject to Section 17.
14. Intellectual property
14.1 Website designs, photographs, text, logos and other materials are owned by us or used with permission, unless indicated otherwise. You may view them and save or print reasonable extracts for personal shopping and keeping transaction records.
14.2 You must not reproduce or commercially exploit protected materials without permission, except as permitted by law. Nothing here restricts lawful quotation, criticism or other statutory exceptions.
14.3 You may link to our website fairly and lawfully without implying sponsorship or endorsement that does not exist.
15. Reviews, photographs and other customer content
15.1 You retain ownership of reviews and photographs you submit. Please submit only material you have the right to share, including any necessary permission from identifiable people pictured.
15.2 By submitting content for publication, you grant us a non-exclusive, royalty-free licence to host, reproduce and display it on our website and through providers supporting that display. We may make technical or formatting changes, such as resizing photographs, without misleadingly changing your meaning. The licence lasts while the content remains published, with reasonable retention for backups and legal records.
15.3 This licence does not give us unrestricted permission to use your photographs in unrelated advertising. We will seek separate permission where appropriate for that use.
15.4 Reviews should reflect genuine experience. You must not submit fake reviews, unlawful material, threats, discriminatory abuse, personal information about others without authority, or material infringing intellectual property rights.
15.5 We may moderate or remove content for a legitimate reason, including those above, irrelevance or spam. We will not remove a genuine review simply because it is negative, or misleadingly edit reviews. Incentivised reviews must be appropriately disclosed.
15.6 Email info@hearthlyre.com to report unlawful content or request removal of your submission. We will consider requests in accordance with applicable law, including data protection rights.
16. Privacy and third-party services
16.1 Our Privacy Policy explains how HEARTHLYRE LTD handles personal information, including information shared with Shopify, payment providers and delivery partners. Any processing must comply with applicable data protection law.
16.2 Necessary order and service communications are separate from marketing. Marketing and non-essential cookies or similar technologies will be used only where permitted by law, with consent where required. Accepting these Terms is not a substitute for that consent.
16.3 External links may take you to websites operated by third parties. Their own terms apply to their services. This does not exclude our responsibility for our own statements or for payment, delivery or other providers we appoint to fulfil our contract with you.
17. Our responsibility for loss and damage
17.1 We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or if both parties knew it might occur when the contract was made.
17.2 We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory obligations that cannot be excluded, liability under applicable product liability legislation, or any other liability that cannot lawfully be excluded or limited.
17.3 Our goods and services are supplied for personal and domestic use. We do not accept liability for business losses such as loss of commercial profit or business interruption arising from business use, to the extent permitted by law.
17.4 Where we or our appointed service providers cause damage to your property through a failure to use reasonable care and skill, we remain responsible as required by law. These Terms do not impose a blanket financial cap on consumer claims.
18. Events outside our reasonable control
18.1 If an event outside our reasonable control affects performance, we will contact you as soon as reasonably possible and take reasonable steps to reduce its impact. Such an event does not automatically allow us to retain payment for goods or services we cannot provide.
18.2 Your cancellation, delivery and refund rights continue to apply, including the rights described in Section 6.7. We will discuss revised arrangements rather than unilaterally extend delivery indefinitely.
19. Complaints and disputes
19.1 Please email info@hearthlyre.com or write to our registered office, giving your order details, the issue and the outcome you seek. We will investigate and respond within a reasonable time, keeping you informed where further investigation is required.
19.2 We are not currently a member of a consumer alternative dispute resolution scheme. If our complaints process cannot resolve your complaint, we will provide information about an appropriate approved ADR provider and state whether we are obliged or willing to participate, as required by applicable law.
19.3 Contacting us or considering ADR does not prevent you from bringing a court claim or exercising other remedies. These Terms do not require compulsory arbitration or impose a shortened period for bringing claims.
19.4 These Terms are governed by the law of England and Wales. If you live in Scotland, you also retain the protection of mandatory consumer laws applicable there. You may bring proceedings in the courts of England and Wales or, if you live in Scotland, in the Scottish courts. We may bring proceedings against you only in the courts of the UK jurisdiction where you live.
20. Changes and general provisions
20.1 We may update these Terms for future website use and orders. The version accepted for an existing order continues to apply unless a change is required by law or you expressly agree to it. We will not use an update to remove accrued rights.
20.2 If a provision is found unlawful or unenforceable, the remaining provisions continue to apply so far as legally possible. No provision is intended to make an unfair consumer term binding.
20.3 A delay in enforcing a right does not automatically waive it. Neither party can use this provision to avoid a legal time limit.
20.4 If we transfer our contractual rights or obligations to another organisation, we will ensure that your rights are not reduced and notify you where the transfer affects your contract. This does not remove statutory rights or guarantee benefits you already hold.
20.5 These Terms do not exclude binding information or promises made to you before purchase, or liability for misrepresentation. Contractual notices may be sent by email or post using the details supplied for the order and the contact details in Section 1.
21. Model cancellation form
Complete and return this form only if you wish to cancel. You may instead send any other clear statement of cancellation.
**To:** HEARTHLYRE LTD, White Building Studios, 1–4 Cumberland Place, Southampton, Hampshire, SO15 2NP, United Kingdom. Email: info@hearthlyre.com.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
__________________________________________________
Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
[*] Delete as appropriate.
Order number (optional, to help identify your order): ____________________