Terms of Trade
Orders can be placed by; Telephone, Fax, Email, & Web.
All export orders must be accompanied by evidence of export and a valid VAT number from importing country before invoicing, otherwise VAT will be charged.
Container orders are only confirmed upon receipt of purchase order and a deposit payment of 30%. Payment must be made in full before delivery.
Heartlands Furniture will not hold any correspondence with third party customs.
Orders cannot be reserved or allocated and stock is sold on first come first serve basis.
All prices exclude VAT.
Payment can be made in the following ways;
(i) Proforma Invoice – this includes orders over £3000 & container orders.
(ii) Cash. A maximum of £9000 cash can be paid for any single transaction.
(iii) Cheque. On completion of registration form and satisfactory references the customer must apply in writing if a cheque facility is required. This facility can be withdrawn at any time without
notice. Normally, at least 3 months trading history is required before cheque authorisation is confirmed.
Cheques returned unpaid will carry an administrative charge of £50.
(iv) Debit/Credit Card. Credit cards will incur a charge of 2.5% - Card payments made over the phone may require faxed copies of both sides of the card.
(v) BACS / CHAPS Payment. Receipts of bank transfers must be faxed and only when cleared funds are received will the invoice be deemed paid. All export orders must be paid in Sterling.
(vi) On Account. This is subject to status and may involve minimum spend.
A personal director guarantee will have to be signed by relevant directors.
A probation period of at least 6 months trading history with Heartlands may apply.
There is no minimum order for collections.
Collection times are strictly between 8am-4.30pm Mon-Fri & 8am-12pm on Saturday.
To reduce waiting times it is recommended that all collections be ordered at least one hour prior to arrival.
In the event where customers repeatedly fail to pick up goods ready for collection will not be able to phone orders prior to arrival and can only place orders on arrival.
Deliveries will be subject to varying minimum values depending on areas. Generally, minimum value will be equal to distance from Heartlands as shown; (100miles=£1000, 50miles=£500).
Where orders are below minimum value there will be a delivery charge depending on order and delivery address.
Orders delivered to locations which are different from their normal address will also incur a delivery charge.
All orders above minimum value will endeavour to be delivered in 7-10 days. Many orders can be delivered in 1-3 days.
Urgent orders which are delivered below minimum order value will be subject to a carriage charge depending on location.
All orders will be booked at least 24 hours before. At this time the customer must take responsibility for ensuring orders & delivery addresses are correct and appropriate payment is ready for driver.
The customer must ensure that appropriate parking is available during delivery and that any parking restrictions be made available at booking in stage. All parking penalties will be the responsibility
of the customer and will be added to their next invoice. Any Congestion charges will be the customer’s responsibility and will be added to current invoice.
Method of payment must be confirmed at booking in stage and in the event that payment cannot be made available the delivery will be rescheduled. If after booking in payment cannot be made to the driver, or if delivery cannot be made for any other reason, the delivery will incur a Refused Delivery charge of between £50-£100 depending on location and size of delivery.
All invoices must be paid in full. Returns and exchanges must be returned to Heartlands Quality Control department and upon satisfactory inspection reports credit notes will be raised and automatically be deducted off next invoice.
All delivery notes and invoices must be signed and printed by consignee.
All returns must be accompanied by a valid returns note. Goods returned without valid documentation will not be credited. Return forms can be faxed, emailed or downloaded from website.
Goods which have been assembled will not be credited unless there is clear evidence of manufacture defect.
The customer must take full responsibility for the checking & unloading of all deliveries.
In the interest of Health & Safety and for Security purposes all deliveries:
Less than £1000.00 the customer must provide at least one person to unload.
Above £1000.00 the customer must provide at least two people to unload.
Claims for shortages will not be accepted after delivery. Damages and shortages must be reported to the driver and details reported to the office at time of delivery and must be noted on all documentation and signed by the driver.
All courier arrangements have to be made by the customer. At time of collection the courier must know who he is collecting on behalf and an itemised list of what is to be collected. Payment must be made before collection.
Please note that due to their handling procedures returns from courier companies will not be accepted. All collections have to be signed for. Courier drivers have to follow the same rules as for all
customers and are expected to queue in an orderly fashion.
Incorrectly ordered items or cancelled orders cannot be returned.
Goods that have to be exchanged must be retained in exactly the same condition as they were acquired. These goods must show no evidence of assembly and must be in their original packaging. Retailers must ensure that their customers open packaging in a manner that can easily be put back together and that all items are checked before assembling.
Goods that show any sign of assembly cannot be returned. Items that are returned incomplete will not be credited and this includes fittings, knobs, etc.
Assembled goods cannot be returned.
In the event where returned goods cannot be credited these items have to be collected by the customer within 7 days. After this period the item will be disposed of and will incur a disposal charge of £50. If these items have to be returned to the customer this will incur a handling charge of £50.
Customers are reminded that damage caused by assembly or misuse will not be credited and will incur disposal charges where applicable. It is not acceptable that these items are returned for credit and it is the retailer’s responsibility to distinguish between manufacture fault and damage caused by assembly or misuse.
Goods risk will move to the customer as soon as the goods are unloaded off our vehicles.
Prior notice must be given for goods that are to be returned to our cash and carry department and ensure that all above conditions are met and also the original invoice must be made available.
Returned goods can only be accepted by Heartlands drivers if authorised by the sales team. Drivers will only collect items which have not been assembled, in their original packing and on receipt of an authorised returns form. If goods are to be returned to our drivers, a detailed description for reason of return together with the invoice number must be reported at booking in stage.
Where applicable spare parts will be posted to rectify problems – this may involve a charge.
Heartlands will not be responsible for any losses occurred in the delivery of wrong or faulty goods.
Heartlands will not be liable for any losses incurred, howsoever caused, in all aspects of day-to-day running of the business.
Direct Customer Delivery
We now offer a direct delivery service where any item can be delivered directly to your customer.
The delivery will be booked in with our customer who then has the responsibility to book the delivery with their customer.
Generally, most deliveries will incur a charge of £30 per delivery, irrespective of the number of cartons for mainland UK.
Larger, heavier items (two man lift) will incur a charge between £50-£120 per delivery.
The delivery service offered is a complete service where any items damaged or missing will be rectified free of charge.
Items damaged by the customer that need to be replaced will be payable by the customer together with a further delivery charge.
Goods will normally be delivered to the door only and Heartlands Furniture will take no responsibility for damage caused when delivering goods in the house.
In the event where booked orders have either been refused, wrong items ordered, or there is no one available to take delivery will still incur a delivery charge. Most orders will be delivered between 9am and 6pm.
All orders will be accompanied with plain delivery notes, without prices, showing only consumer information.
All orders must be paid in full before delivery.
Cancellation of Orders
We reserve the right to cancel orders if:
- Payments have not been made
- Goods were ordered incorrectly
Catalogue & Price List
Colours in the catalogue are as close to the real colours as the limitation of the printing process will allow.
All colours are for descriptive purposes only.
Dimensions are in mm and are approximates only and may vary.
Design detail may vary from catalogue image occasionally.
Prices are subject to change without prior notice.
Back orders will also be subject to any price changes.
Prices for all bed frames do not include mattresses unless stated otherwise.
All customers are entitled to one free catalogue per store. Further catalogues are available and chargeable at £10 each.
Change Terms and Conditions
We have right to change our Terms and Conditions to reflect our business, changes in the environment, relevant laws, market conditions and our infrastructure.
Please email us at:
Calls may be recorded for training and quality purposes.