‘Sustain Furniture’ and ‘Sustain’ are trading names of Sustain (Retail) Ltd registered England and Wales No. 12105726. Our registered address is Unit 7, Astra Road, Astra Business Park, Trafford Park, Manchester M17 1SU
Before purchasing, please read through the terms and conditions listed below as they contain legal information. The terms and conditions apply to use of www.sustainfurniture.co.uk, by placing an order through our website you agree to be bound by the terms and conditions listed below. Your acceptance of the below terms and conditions is given when you use www.sustainfurniture.co.uk as well as when you complete a transaction.
We reserve the right to change the terms and conditions listed below and encourage you to check for any changes before purchasing.
Sustain is committed to delivering the highest standard of customer service and satisfaction. We want you to be delighted with every item that you receive. However, we also understand that on occasions you may need to return items if you aren’t totally satisfied with your purchase.
Delivery and Returns
Our delivery and returns policy also forms part of our terms and conditions, please see our ‘delivery and returns’ section of our website for further information.
Orders
All of our furniture is handmade to order, as a result the item you receive may vary slightly from the images you have seen online. Due to the nature of handmade products please allow for a -/+ 15mm variance on all furniture across the range.
Due to the nature of the wood that we use there may be some slight variations in the shade from what is seen on the website. This is due to the different characteristics in wood as a natural product. If you would like photos prior to dispatch please let us know at the time of order.
As wood is a natural product, the characteristics that are evident in each piece of furniture will vary. The beauty of the timber we us is that it can display natural characteristics include shakes, cracks, bows, splits, twists and saw cuts. Due to this we are unable to accept a return on an item that is displaying natural features and movement.
Cancellation Policy
If you order one of our ‘Furniture’ items you may cancel your purchase within 24 hours of ordering provided that the item has not been dispatched. Once an item has been dispatched, you will not be able to cancel the item. If you have purchased one of our ‘Little Sustain’ or ‘Lifestyle’ products you may cancel your purchase within 1 hour of ordering.
Please contact us at info@sustainfurniture.co.uk to cancel an item.
You may able to return an item if needed through our ‘return policy.’
Guarantee - ‘Little Sustain’ and ‘Lifestyle’
All our ‘Lifestyle’ and ‘Little Sustain’ products come with a one year guarantee in line with the manufacturers guidelines which can be viewed on their respective website, please contact us if you would like further information in relation to this.
Guarantee - ‘Furniture’
All our ‘Furniture’ intended for indoor use in a domestic setting comes with a Two Year Guarantee.
All our ‘Furniture’ intended for outdoor use in a domestic setting comes with a One Year Guarantee.
All our ‘Furniture’ used in a commercial setting comes with a One Year Guarantee.
The guarantee that we offer does not cover any events that are outside of our control. This includes: Wear and tear and damage caused in a wilful manor, accidental damage, misuse, damage caused by water and any damage to items caused by the use of cleaning products. Other exceptions to the guarantee include items that have become damaged due to exposure to direct heat such as radiators or open fires and items that have been modified by the customer following receipt of delivery.
Our guarantee only covers items purchased and used in the United Kingdom.
The beauty of the wood that we use is that it is full of character and every piece is unique. As a result characteristics such as knots, splits, hairline cracks and movement is not covered in under our guarantee.
When we install a kitchen all warranties are provided by the kitchen manufacturer or the appliance manufacturer with the exception of workshop workmanship
Furniture and Kitchen Instillation and Assembly
General
Our workmanship is guaranteed for 12 months from completion of your instillation
All orders are subject to our terms and conditions which are available on our website
The plan/drawings form the basis of the installation services, as such you must ensure that you are happy with any changes the fitter makes to the proposed plan and that such changes are clearly identified on the plan before you agree to it. You agree not to approve the changes to the plan until you are happy with them.
If you are not happy with any of the fitter's proposals for supplementary work or any changes made to the proposed plan you should contact your designer at the showroom as soon as possible. Any alterations can then be discussed with timelines that may affect the project and an agreement reached.
Instillation
We will endeavour to complete the installation services as soon as possible but time for completion is not of the essence of this Contract and we will not be liable for any reasonable delays.
If during the installation services, it appears that the walls are incapable of holding the Products or the utility connections are unsafe, faulty, flawed or of poor quality, we reserve the right to suspend the installation service until the necessary remedial works have been completed. This does not affect our right to take the full payment for the Products and installation services in line with our terms & conditions.
We shall not be responsible for or liable for any damage, loss or expense caused due the poor quality of or fault with any of the walls or utility connections.
Whilst we will try to ensure our fitter(s) keeps dust and disruption to a minimum during the provision of the installation services, you should take all reasonable and necessary steps to minimise the impact of the installation services, for example by moving breakables/delicate items and covering areas likely to be affected with dust sheets. Whilst the fitters will endeavour to clean up after themselves, you should expect some dust to result from the installation services and you agree that we will not be liable for any cleaning expenses resulting from such dust.
Minor damage may occur to decor, plaster and tiling during the installation services but you agree that we will not be responsible for redecorating or making good any damage unless it is as a result of our negligence rather than an unavoidable consequence of having the products fitted.
Your Responsibilities
Obtaining all planning permission and building regulations consents.
Ensuring that the fitter has clear, safe, and uninterrupted access to the delivery address and the area where the installation services are to be carried out and there are no time restrictions for audible work during normal working hours of Monday-Friday 8am to 6pm, Saturday: 9am to 1pm.
If we have agreed an instillation date and when our fitters arrive the area is not as described above we reserve the right to return on a different day. Charges will be made for loss of time and travel at our standard hourly rate of £35/h per person and mileage of 45p per mile.
Ensuring that all services which may affect or be affected by installation of the Products are disconnected.
Ensuring that the area where the installation services are to be carried out is clean, level, and clear of debris.
Providing adequate power, lighting, heating, and other necessary facilities for the fitter to be able to carry out the installation services.
To notify us of any changes to the condition of your property at the time agreed for the provision of the installation services.
Disposing of all packaging materials unless otherwise agreed.
Delivery may take place several days prior to the planned installation to ensure all items are onsite for the fitter to commence works on the agreed date. You will need to arrange space for the furniture/kitchen to be stored in a clean dry and secure environment until the installation date.
You must inform us of any structural defects or anomalies at the location where the installation services are to be carried out which may affect the installation services.
If during the installation services, you agree with the fitter to deviate from the plan, then this is your responsibility, and we shall not be liable for any costs, damage or loss arising from this.
If at any time, throughout the installation, you have any concerns about the fitter or the quality of work, you must contact us immediately, do not wait until the installation is complete.
On completion of the installation services, you will be asked to sign a certificate of completion and allow us to take photographs of the completed works. If you are not happy in any way with the installation services which have been carried out and you do not note this on the certificate of completion then we will accept no liability if, in the future, you make a claim to us for damage or loss occurred during or as a result of the installation services.
If you raise a claim or issue in respect of the installation services, you will allow us access to review the installation services/Products and to take photographs of the Products and any alleged damage or poor quality of work. You are then required to allow us the opportunity to correct any issues in a reasonable time frame with the original fitter prior to instructing any other party.
Complaints Policy
Purpose of policy
We are a small family run business and we strive to do everything we can to ensure that you are completely satisfied with your furniture. The purpose of this policy outlines the procedures that you can follow if you are not completely satisfied with your product.
Complaint handling and dispute resolution process
If you are not entirely satisfied with your product we ask that you contact us straight away. We will try to resolve any issues that you have as quickly as possible and come to a satisfactory resolution.
If you are not satisfied with the way your issue has been dealt with please email us at info@sustainfurniture.co.uk with the description of your complaint along with your contact details.
Once we receive your complaint, you will be contacted within 2 working days to discuss the best way forward.
Escalating the complaint
If you remain unhappy with our final response you may wish to speak to your local trading standards or ombudsman who will be able to advise on how you can receive a free, independent service for resolving disputes.