Terms & Conditions

Overview

This Privacy policy describes how Steel Wood Avenue (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.steelwoodavenue.co.uk (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected according to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”, "Terms & Conditions), including those additional terms and conditions and policies referenced here in and/or available by hyperlink. These Terms of Service apply to all users of this website, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. Please note that by using our website and/or placing an order for products from us, you agree to follow and be bound by these terms and conditions. If you do not agree to these Terms of Service, please do not use our website. Although you may 'bookmark' a particular portion of our website and thereby bypass these terms and conditions, your use of this site still binds you to the terms and conditions.

Any new features or tools which are added to the current store shall also be subject to these Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes. We reserve the right to update or modify these Terms & Conditions at any time without prior notice. Your use of our website or placing an order following any such changes constitutes your agreement to follow and be bound by the terms and conditions as changed. For this reason, we encourage you to review these terms and conditions whenever you use our website.

Before you use our website or place an order, if you have any questions relating to these terms and conditions, please send an email to steelwoodavenue@gmail.com

Information About Us

The Site is operated by Steel Wood Avenue.

 

Placing An Order

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.

When you place an order, we will require your name, telephone number, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed to allow us to get in touch with you about your order & when a delivery company is used to schedule a delivery time slot.

All prices on our website are shown and charged in GBP (£). 

Once you have placed your order, we will send you an order confirmation email detailing the products that you have ordered. This is not an acceptance of your order by us. Your order is an offer to buy a product or products from us and your offer will not be deemed to have been accepted by us until we have sent you a dispatch confirmation email, as below.

Please note that we will not be able to meet any obligations as a result of the following reasons:

• If the product you ordered is out of stock.
• We are unable to authorise your payment.
• If it is identified that there is a product description or pricing error.
• If customers do not reach any order criteria outlined in the Terms & Conditions.
• If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

If there be an issue with your order, a member of Steel Wood Avenue team will contact you by email.

Please check the details of the order confirmation email and the dispatch confirmation email carefully. It is your responsibility to notify us if there are any errors or inconsistencies by contacting us directly.

Steel Wood Avenue reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from Steel Wood Avenue website. 

Once an order has been dispatched by us, we cannot guarantee amendments including: cancelling or delaying the delivery, nor changing the delivery address.

 

Products and Materials

Product Descriptions

We endeavour to present the most recent, most accurate, and most reliable information on our website at all times. However, there may be occasions when some of the information featured on the website may contain incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional and we apologise if incorrect information is reflected in product prices, or item availability, or in any way affects your order.

Please be aware that we present our content 'as is' and make no claims to its accuracy, either express or implied. Please also note that because the colours of the products you will see on the website depend on your monitor/screen, we cannot guarantee that the display of colour will be accurate and some colours may vary.

We reserve the right to amend errors or to update product information at any time without prior notice. If a product is listed at an incorrect price due to a photo-graphical error, typographical error or error in pricing information from our suppliers, we shall have the right to refuse or cancel any orders placed for the product listed at the incorrect price (regardless of whether or not the order has been confirmed and you have been charged). If your payment card has already been charged for the purchase and your order is cancelled, we shall issue you a full refund. 

Product Variation

Please note most of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, and texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary.

By the very nature of both the materials we use and the type of industrial furniture we are producing, our wood could contain all of the following characterful traits: (which are expected within each piece and for which we are unable to offer any kind of discount or refund).

• Bandsaw marks across the grain.
• Small ‘chip out’ marks from the planer
• Knots/cracks/shakes
• Small machining marks
• Natural colour variation

Hopefully, all of these attributes will add to the uniqueness of your piece, but should you want your piece to be reduced from this type of rustic character as much as possible, please make sure to specify a quote, or let us know that you need a surface extra flat/smooth etc so that we can quote accordingly.

We always endeavour to choose the best boards for orders, however, there will still be small knots, varied wood grain and medullary rays, depending on the wood we have in stock.

Live Edge items are different every time and can have high levels of character. We fix any large natural cracks and large knots; however, these won't be on every order.

We will not accept returns, make adjustments or alterations, or offer refunds due to issues arising from the customer's personal preference on wood grain, pattern, knots, medullary rays, colour variation or any other naturally occurring elements. Natural wood is varied and beautiful and the grain can even change in the same piece.

All wood species can react to exposure to sunlight, changes in temperature and humidity. We cannot be held responsible for changes in the wood due to environmental factors, once delivery has been made. All our wood is dried to a humidity of approx. 10% moisture. In very dry or hot settings this could decrease, leading to cracks/movement; likewise, a very humid or wet environment could cause the wood to warp, and joints to separate. We make our furniture with wood movement in mind; however, we can’t take responsibility should the piece react to the temperature or humidity of your environment. Please see our Care Guide for more information.

Our furniture is not suitable for outdoor use, or use in and wet-rooms unless specified.

Across our website, and in our communications with you, we describe the wood thickness. These thicknesses are to describe the finished board thickness. If you need a specific wood thickness you must let us know when ordering.

All our products can be made to measure to fit your space, however, we do not guarantee mm precision unless we are specified to do so, and some hardware such as nuts and bolts may protrude - please allow for +/- 25mm on all dimensions. (Or about 5%). The tolerances are likely to mainly occur in the height and depth of the piece as we are using solid boards which can vary slightly in size depending on how much each particular board needs sanding.

If you require an exact size for your item, for fitting into an alcove for example, please make sure to specify that the measurement needs to be exact. We can’t take responsibility for an item which doesn’t fit or is too small if the measurement is under the 5% of tolerance.

Due to the nature of the finishes applied to our product, the final finishes may vary from photos online or samples we send out, but we will always do our best a get a match.

When working to customers' design specifications and drawings we will not be held fully responsible for issues with design, functionality, or stability/wood movement, unless a sample product is ordered or testing is paid for. We endeavour to ensure any product ordered or sent out is in full working order, and to our usual high standard, however, if we do encounter unexpected design issues, or need to alter a customer's design we will charge accordingly.

We will not be held responsible for any damaged caused by customers making adjustments or amendments to their order, for example the fitting of their own legs to table tops etc.

We cannot be held responsible for the customer's preference to design elements that are not discussed or raised at the point of ordering, and will make educated assumptions based on the style of the product, and it’s functionality etc.

We recommend that items of shelving, cabinets and drawers should be fixed to a wall for safety. Please mention whilst ordering if you will require fixings or hole drilling. Items of furniture left free-standing are done so at the customer’s own risk.

In the circumstance that an item is to be fixed to a wall, floor, or similar, it is the customer’s responsibility to check the suitability of their property, wall type, etc. We will not be held responsible for damages caused to the customer’s property in the process or as a result, of the customer attaching their furniture to the wall, floor etc. We would recommend the customer always use an experienced tradesman.

Never climb or hang from your furniture.

Always place heavier items at the bottom of shelving and storage to avoid the piece becoming top-heavy.

  

Delivery

By placing an order with us you are agreeing to our delivery policy, which can be found here.

Please consider the access to the location you are having the product made for. Will it fit through all doors, corridors, stairwells etc.? All our dining tables are delivered with the legs detached for easy delivery - except for extending prism as this requires a full base to be attached before delivery. We can disassemble some other items for easier access if arranged, and will not be held responsible for items not fitting into the space required, and any re-deliveries and alterations will have to be charged to the customer.

Our standard delivery is for a 1-man service. Please ensure you can assist the driver with large furniture items or have someone able to do so on delivery when using our standard delivery service.

Most of the time our couriers work on set prices, however, we reserve the right to potentially increase the delivery costs in the following circumstances:

• You live in a remote part of the UK.
• Access to the room/delivery location is difficult. If there are several floors to manoeuvre up, or long distances to carry the furniture, you must inform us before delivery is attempted.

Any attempted and failed deliveries due to access issues will be charged to the customer, along with the cost of any necessary alterations.

Any delivery dates or times set out are estimates only. While we will make all reasonable efforts to deliver the goods within the time or times agreed we will not be responsible for any losses caused to the Buyer as a result of late delivery and are unable to offer compensation if the agreed delivery date is missed or cancelled by the courier or ourselves.

We will always endeavour to complete any work in as timely way as possible, but unless agreed to beforehand with the Buyer, we will not be subject to any subsequent arbitrary delivery dates requested or insisted upon by the Buyer or their agents.

We use third-party delivery companies; your contact details will be sent to them to arrange delivery. The delivery companies are responsible for organising the delivery of your goods, and may not be completely flexible on delivery dates. 

You will receive a notification no more than 48 hours in advance of delivery with a 3 hour time slot, if this doesn't work for you, you can reject this and they'll allocate you another on their next available date. You can reject as many times as you wish until a time suits you. 

It is the Buyer’s responsibility to inspect goods on delivery for damages, please make us aware of any damaged or faulty goods within 24 hours of receiving your order - anything over 24 hours and we will not be able to log your claim with any of the courier services for compensation. 

Surcharge prices will apply on top of the free delivery for postcodes listed in the ‘Surcharge Areas’ section below.

Sometimes it will be requested, during the ordering process, that the customer organises for an additional number of people to be present to assist with the delivery of large orders. If this has not been arranged by the customer the drivers reserve the right to refuse to deliver the order, as it will be too heavy and dangerous for them to lift alone.

Delivery Surcharge areas

The following postcodes may incur a delivery surcharge, including on orders with free delivery. Please contact us to arrange your delivery. AB, IV, PH, PA, DD, TR, PL, TQ, CA, TD, EH, G, DG, KA, ML, FK, KY, LL (EXCLUDING 13-14) AND SY23/24/25

Other Highland and remote Scottish postcodes will need special arrangements.

 

Refunds, Returns and Alterations 

Order Cancellation & Returns

All orders have a cooling off period of 2 days - unless orders have already been received in this time. 

If you place an order and wish to cancel it, please contact us. If your order has begun production or has bespoke materials which have been ordered, please be aware that once an order has been accepted by us, we cannot cancel it. Please read our returns policy which details how to return unwanted or unsuitable items for a refund.

• * You may terminate the contract (return your order), but only after paying any additional delivery or collection fees and a 25% restocking fee. This is entirely at our discretion.
• ** On-sale/clearance items are non-returnable unless you decide to exchange them, in that case, you simply need to cover the cost of return and supply a new shipping label. That means no - 25% off since the customer is in charge of both costs.

For bespoke or made to measure items we may ask for a deposit to secure your order; this deposit is for the purchase of bespoke materials. If the order is cancelled and has either begun production or has had materials ordered in wait for production it is therefore non-refundable and any subsequent costs incurred by us will be invoiced. 

We cannot be held responsible for design errors with the manufacture of products designed or instructed by you the customer. Please ensure you have measured the space you wish to place the item accurately before design and ensure that floor weights are not exceeded. If you are unsure of a product's weight, please ask us and we will give the most accurate information possible before manufacture. 

For made to measure items, a refund will only be available if the product arrives faulty and cannot be repaired or replaced.

This policy is offered in addition to your legal rights.

Bespoke products - as we are a small company offering bespoke, made to order products, we cannot accept returns or cancellations on any orders after 2 days from the date the order was placed. Please ensure all details are correct when placing your order, and that you are happy with all design decisions. Bespoke items are non-refundable.

Non-bespoke orders (in styles and sizes listed on this website) can be refunded up to 14 days after receipt of your product. Please see "Lifetime Guarantee Policy" for details deemed as faults. Faults with larger furniture items such as dining tables etc. are not covered by the lifetime guarantee.

If you return an item to us, please ensure it is well packaged as damage to items will incur repair charges, Additional charges may, but are not limited to, include:

• Chips to powder coating on metal components - 10% charge of the item total.
• Small dents or scratches to wood - 15% charge of the item total.
• Large dents, scratches or other - 25% charge of the item total.
• Unsalvageable item - 100% charge.

We endeavour to always send out quality products, however mistakes can happen. Should you receive faulty or damaged goods, we will of course repair or replace the item. Please provide a detailed description in writing with images of any areas of damage. See the products and materials section in our T's and C's for what we deem as acceptable ‘character’ within the wood.

In the case of faulty or damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct item/s.

Once an order has been placed, by putting down a payment, the cost of any additional requested design drawings, or requested alterations to existing drawings will be charged to the customer. We do not provide drawings for all items.

We cannot offer full or partial refunds, reimbursements, or compensation for orders delayed by the following…

• Any act of nature that couldn't have been foreseen or avoided, such as a natural disaster or flood.
• Pandemic
• Government enforced lockdown
• War
• Other disasters

 

Made To Order Items

All our furniture is made especially for you: it is not held in stock. Products that are made to order may not be cancelled by you, either before or after delivery.

All our furniture except clearance items are made to your exact specifications and therefore cannot be cancelled once we have accepted your order.

These orders fall outside the Distance selling regulations (2000) which state that personalised goods or goods made to a consumer’s specification are exempt.

For all other orders, you have the right to cancel the order either before delivery or within 14 days of delivery. This does not affect your statutory rights.

 

Website Errors

Steel Wood Avenue make all reasonable efforts to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems. 

Third-Party Links

In an attempt to provide increased value to our visitors, we may choose various third-party websites to link to from our website. However, even if the third party is affiliated with us, we have no control over these linked sites, all of which have separate privacy and data collection practices, independent of ours. We have no responsibility or liability for these independent policies or actions and we are not responsible for the privacy practices or the content of such websites. These linked sites are only for your convenience and therefore you access them at your own risk.

Use of Cookies

At Steel Wood Avenue, we use carefully selected cookies from trusted third parties. Our cookies are in place to help us understand how our customers interact with our website so we can save your preferences for a later date. We also use cookies to improve our understanding of how people are using our website and how often, all with the aim of making Steel Wood Avenue experience easier and more intuitive. By using this website, you are agreeing to the use of our cookies.

Promotional Codes

Unless otherwise expressly stated in the Terms and Conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount. Please be aware that promotional codes are not valid on all products. 

Disclaimer & Limitations of Liability

Steel Wood Avenue does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any fraudulent misrepresentation. 

To the utmost extent allowed by law and save as provided above, neither Steel Wood Avenue nor any linked company shall be liable to you because of any representation, any implied condition, guarantee, or other terms, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of Steel Wood Avenue or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of Steel Wood Avenue website, the supply of the products or their use or resale by you). 

Indemnification

You agree to indemnify, defend, and hold harmless Steel Wood Avenue, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages and costs, including reasonable lawyers' fees, resulting from any violation of these Terms of Service or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the website.

Copyright

All content and imagery contained in this website belongs to Steel Wood Avenue and is protected by copyright. Nobody may copy, amend, distribute, reproduce, publish, license or create works from any part of this website, or use it for any public or commercial use without the prior written consent of Steel Wood Avenue. Under this copyright, you may only view our website pages for your personal use.

Territory and Law 

The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English.