Last Updated: 13.02.2025
These Terms of Service ("Terms") govern your use of our website, the purchase of our products, and your interactions with Creation Furniture Group Limited (“Creation Furniture,” “we,” “our,” or “us”). By using our website or purchasing from us, you agree to be legally bound by these Terms. If you do not accept these Terms, please do not use this website or purchase our products.
These Terms align with UK law, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Data Protection Act 2018 (UK GDPR) to ensure transparency and protection for both consumers and businesses.
By completing a purchase on www.creationfurniture.co.uk, you confirm that you have read, understood, and accepted the Terms of Service, Delivery Policy, Returns Policy, and all other applicable policies governing the sale and provision of services by Creation Furniture Group Limited. If you do not agree with any of these terms, you should not proceed with your order. Your acceptance of these terms constitutes a legally binding agreement to comply with all company policies.
Business Name: Creation Furniture Group Limited
Company Number: 13204309
VAT Registration: GB 371 4988 61
Registered Office: 66 Sorbus Drive, Crewe, Cheshire, CW1 4EX, United Kingdom
Customer Support Email: info@creationfurniture.co.uk
Customer Support Phone: 08000016096
Business Hours: Monday to Friday, 9 AM – 5 PM GMT, Saturday 9 AM – 1 PM GMT
We strive to ensure that our website operates 24/7; however, we do not guarantee uninterrupted service. We may suspend or restrict access due to maintenance or unforeseen issues.
You agree not to:
We do not tolerate any behaviour towards our employees that is abusive, threatening, discriminatory, or otherwise in violation of generally accepted ethical and professional norms. If a customer engages in bullying, harassment, or aggressive conduct toward our staff, we reserve the right to refuse service and cancel any outstanding orders without notice.
Violation of these terms may result in account suspension and legal action.
Products may differ slightly from the images presented due to monitor/display settings and graphics card variations. The published images are for illustrative purposes only. Slight variations in size and weight may occur within the manufacturer’s tolerance range.
For products made of wood:
Wood is a natural, "living" material, and each piece is unique. Handmade wooden products may feature natural imperfections such as knots, cracks, gaps, uneven edges, colour variations, diverse grain patterns, and other irregularities. These features are intentional and highlight the natural beauty, authenticity, and originality of the wood. Such characteristics are not considered defects but rather part of the product’s charm and individuality. Please note that natural wood may experience slight movements or changes over time due to environmental factors such as humidity and temperature. While manufacturers carefully craft each product to ensure durability and quality, excessive cracking, instability, or structural defects are not expected and will be addressed in line with your statutory rights. The term "solid wood"/"made of wood" confirms that natural wood, whether joined or solid, has been used in production.
Any modification or alteration to the structure or finish of a product, including but not limited to drilling, painting, or refinishing, will immediately classify the item as non-refundable or subject to a reduced refund amount should a return request be made. The level of refund reduction will be assessed based on the extent of the modification.
Prices include VAT unless stated otherwise. We reserve the right to cancel or adjust your order if a pricing error occurs. Availability is indicated on the product page, but stock levels can change rapidly.
Orders are placed via our secure online checkout system. You will receive an order confirmation email, but a contract is only formed when we dispatch your order.
Adding a product to your cart does not reserve it. If an item is in limited stock and someone else completes their purchase before you, the product may become unavailable even while it is in your cart. We recommend completing your order promptly to secure your selected items.
We may refuse an order at our discretion, including but not limited to:
This doesn’t affect your statutory rights.
To protect against fraudulent activity, we use an automated fraud detection system that assesses the risk level of each order. If flagged as high-risk, we reserve the right to cancel the order without prior notice. This policy is designed to protect our business and our customers, ensuring that stolen payment details or unauthorized transactions are not used on our platform. If you believe your order was wrongly flagged, please contact us to resolve the issue. If an order is refused after payment, we will issue a full refund immediately.
Debit/Credit Cards (Visa, MasterCard, American Express)
PayPal
Klarna
Clearpay
Bank Transfers (for large orders upon request)
If payment authorization fails, your order will be automatically cancelled.
This section has been updated in line with our new Delivery Policy effective from 12.02.2025. Previous delivery terms can be found here.
Standard delivery is free in England, Scotland, and Wales (excluding remote locations).
Free Room of Choice delivery is available for items over 30kg, subject to access restrictions.
Deliveries to Northern Ireland, offshore UK locations, and international destinations are subject to additional fees and extended lead times.
Customers are responsible for ensuring the ordered items fit through doorways, staircases, and other access points. Failure to do so may result in additional redelivery fees.
Refer to our Delivery Policy for full service details.
Estimated delivery time is indicated on the product page and confirmed via email. Delays caused by suppliers, shipping companies, or unforeseen circumstances will be communicated promptly.
If you miss a scheduled delivery, redelivery fees will apply. The fees are based on the actual costs of shipping and will be communicated before scheduling redelivery.
Redelivery fees also apply in cases where:
The customer provides an incorrect address.
The customer fails to disclose access restrictions, for example, parking permits.
For full delivery details, refer to our Delivery Policy.
This section has been updated in line with our new Returns Policy effective from 12.02.2025. Previous returns terms can be found here.
You may cancel your order at any time before dispatch without any penalties.
Customers have 14 days from delivery to request a return and an additional 14 days to send the item back.
Return shipping costs are not covered for non-faulty items.
Customers may arrange their own return shipment or opt for our collection service at the below fees.
Return Fees:
Items up to 90kg: £29
Items over 90kg: £49
Optional disassembly & repackaging: £49 per item
We strongly recommend reporting transport damage within 48 hours to ensure a prompt resolution. However, this does not affect your statutory rights to report defects at a later date, as covered under the Consumer Rights Act 2015.
Options: Partial refund, full refund, replacement, or repair.
If a product is defective, we cover return shipping.
We will make the reimbursement without undue delay, and not later than:
(a) 7 days after we receive the returned goods.
(b) (If earlier) 7 days after you provide evidence of the return.
(c) If no goods were supplied, 7 days after cancellation.
Refunds will be issued using the original payment method, unless agreed otherwise. No additional fees will be charged for refunds.
For full return details, see our Returns Policy.
A minimum 12-month manufacturer warranty covers all products.
Warranty claims apply only to manufacturing defects and do not cover general wear and tear, accidental damage, or misuse. This doesn’t affect your statutory rights.
Wood is a natural material that may change over time due to environmental factors such as humidity, temperature fluctuations, and exposure to sunlight.
Minor cracks, knots, grain variations, and natural movements are considered normal characteristics and are not covered under warranty.
To ensure the longevity of your furniture, please follow these care guidelines:
Avoid direct sunlight exposure for prolonged periods, as it may cause discoloration.
Use coasters and placemats to prevent stains and water damage.
Clean with a soft, damp cloth and avoid using harsh chemical cleaners.
If you believe your product has a manufacturing defect, please contact us with:
We will assess the claim and determine whether the issue qualifies for repair, replacement, or refund under warranty.
You can submit the claim here.
These Terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts for business customers. If local consumer protection laws allow, consumers may bring legal action in their home country. If a dispute arises, we encourage customers to first contact our customer service team for resolution. If the issue cannot be resolved, Alternative Dispute Resolution (ADR) options may be available, including mediation through certified UK bodies or the EU Online Dispute Resolution (ODR) platform for EU-based customers. To ensure timely resolution, any legal claims must be brought within six (6) months of the issue arising, unless a longer period is required by law. You agree that disputes must be handled individually and not as part of a class action. Nothing in these Terms affects your statutory consumer rights.
For queries or complaints, contact us at:
Email: info@creationfurniture.co.uk
Phone: 08000016096
Address: 66 Sorbus Drive, Crewe, Cheshire, CW1 4EX