TERMS OF WEBSITE USE

Our products are either made to order in our factory in Wiltshire or are produced in collaboration with our preferred partners. Lead times will vary between products which are shown indicatively on our website. On point of purchase Roger Lewis will take full payment in advance of delivery, however, for our cancellation and refund policy please see below.

GENERAL INFORMATION

Collection / Delivery

Our in house or third party carrier will contact you directly to arrange a delivery/collection. They will offer you the first available date and time slot for delivery in your area. In most cases they will offer you a date within a week, although deliveries may be less frequent for outlying regions.

We only deliver through a ground floor or basement entrance and go up to a second floor level. We cannot deliver above this level unless there is suitable lift access. If you require a specialist delivery or installation please contact our team and we will quote for the additional cost.

If we attempt to make a delivery on the delivery date/timeslot that you have accepted and no one is present to receive the goods, necessitating a repeat delivery, you will incur a repeat delivery charge which must be paid prior to the redelivery even if the original delivery was free of charge. This repeat delivery charge will also apply if you cancel an agreed delivery date/timeslot less than two working days prior to the agreed date.

If your goods remain at our warehouse for more than four weeks, during which time you fail to accept delivery/redelivery (despite Roger Lewis having contacted you to do so), you will incur storage charges of £50 per week. We also reserve the right to cancel your order.

If you wish to cancel this contract once your order has been dispatched please note the following procedure will apply:

• Should you wish to return a furniture item we will arrange to collect this item from you and will apply an appropriate collection charge.
• The collection charge will be the same cost as the original delivery charge levied and will be deducted from the refund value when processed.
• If the original delivery charge was free then a new charge will be incurred for the collection.
• To arrange a collection please contact our customer service team on 01225 774435.
• Roger Lewis reserves the right to refuse a refund on the item should it not be returned in a fully resalable condition.

Access

The customer will be responsible for providing Roger Lewis with access to the delivery address as necessary for the delivery. You must also ensure that access is suitable for the delivery of your goods, for example doorway large enough, sufficient space to manoeuvre the product through the house, road accessible to delivery van, parking permits available if required.

Where there is any doubt we suggest you conduct a site survey prior to placing your order and make Roger Lewis aware of any issues so we can discuss best methods of delivery with you in advance. Roger Lewis will not pay for any additional charges or damages caused to your goods or property due to access issues that are not advised and agreed in advance.

We retain the rights to cancel your order, in the event we are not able to place the order with our supplier. In these cases we will refund all payments in full but will not be required to pay any compensation.

Short Delivery, Defective or Damaged Goods

We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible to our customer services team (01225 774435 or cs@rogerlewis.uk). We do not accept any claims for damage caused by you, the customer.

Contract Cancellation and Returns Procedure for Furniture Orders

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no longer than 48 hours after the day on which you place your order. To exercise your right of cancellation you must give written notice to Roger Lewis via email with full details of your order or speak to a Customer Services representative.

If you wish to cancel this contract once your order has been dispatched please note the following procedure will apply:

• Should you wish to return a furniture item we will arrange to collect this item from you and will apply an appropriate collection charge
• The collection charge will be the same cost as the original delivery charge levied and will be deducted from the refund value when processed
• A 3% cancellation cost shall be retained to cover credit card charges incurred through our e-commerce platform

To arrange a collection please contact the customer service team on 01225 774435
Roger Lewis reserve the right to refuse a refund on the item should the item not be returned in a fully resalable condition.
You will be reimbursed to the card with which you paid for the goods once the goods have been received back into our Distribution Centre. Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods.

Refusal of Refund
Roger Lewis reserve the right to refuse a refund on the item, or deduct an appropriate % of the original selling price from the refund amount if we find that the product has not been returned to us in fully resalable condition. Products which fall into the following categories will not be refunded unless they are proven to be faulty;

Any goods made to a customer’s own specifications, made to measure or personalised items
Self-assembly furniture cannot be returned once assembly is part or fully completed
Mattresses or mattress toppers
If you wish to exercise your right to cancel this contract prior to order dispatch, please email cs@rogerleiws.uk or call 01225 774435 immediately. If your order has already been dispatched please follow the procedure set out in Refund & Returns.
This does not affect your statutory rights

Returns Procedure for Damaged Furniture Deliveries (online only)
In the unlikely event that your furniture arrives damaged or faulty please email cs@rogerleiws.uk or call 01225 774435 immediately.

Data Protection
We reserve the right to keep all customer details on our ordering system and a paper copy of your details at our Head Office until such a time we deem it suitable to destroy them. We will take all reasonable steps to ensure all information remains confidential.

Product Description
Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system.

Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order.

Furniture Measurements
The dimensions given are written for your guidance. Before ordering, please ensure that there is adequate room to take the furniture through any doorways and windows, taking note of any restricted passageways, stairs and awkward turns. Please refer to our access guidelines for further information.

Leather
Leather is a natural product and each hide will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. Roger Lewis selects only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather furniture.

Payment
All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery.

Refusal of Transaction
We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold, removing or editing any materials or content on the Website, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

Register by providing your real name, phone number, email address, payment details and other requested information
Be over 18 years of age
Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Registered Address
Our Registered Company address is:

Roger Lewis
White Horse Business Park
Epsom Road
Trowbridge, Wiltshire
BA14 0XF

Company registration number: 02293741
VAT registration number: 501 8815 63

Complaints Process

Contact us
In the event that you should need to make a complaint, please call our Customer Services Team on 01225 774435 and they will try their best to resolve the issue for you.

Should you wish to do so in writing please email cs@rogerlewis.uk or write to:

Customer Services Manager
Roger Lewis
White Horse Business Park
Epsom Road
Trowbridge, Wiltshire
BA14 0XF

We will aim to respond to your query within 2-3 working days and will always try to find the best solution for our customers.

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