Creature Comforts Upholstery – Terms & Conditions
1. Payment Methods
We accept American Express, Visa, Mastercard, Maestro, PayPal, and Apple Pay.Payments are processed securely via third-party providers including Stripe and Take Payments.
2. Payment Processing & Security
All payments (online or in person) are processed via secure, PCI DSS-compliant providers.Creature Comforts Upholstery does not store full card details. All transactions are encrypted.
3. Refunds, Cancellations & Deposits
3.1 Standard (Non-Custom) Goods
Refunds may be requested within 14 days of receipt in accordance with the Consumer Contracts Regulations 2013. Refunds will be issued to the original payment method within 7 days of approval.
3.2 Bespoke / Custom-Made Items
Bespoke and custom-made items are non-refundable.Where issues arise, customers must notify us within 14 days. We will offer repair, alteration, or replacement where appropriate.Material deposits are strictly non-refundable.
3.3 Deposits
All deposits paid towards materials or work are non-refundable unless we are unable to fulfil the order.
4. Lead Times & Completion
All lead times provided are estimates only and are not legally binding.Delays may occur due to factors outside our control, including supplier delays, fabric availability, workload, or unforeseen circumstances.Creature Comforts Upholstery shall not be liable for any loss, inconvenience, or consequential damages arising from delays.
5. Delivery & Collection
5.1 Delivery
Where delivery is arranged, reasonable care will be taken.Risk passes to the customer upon delivery. Customers must ensure safe and suitable access.
5.2 Collection
Items must be collected within 7 days of completion notification. We reserve the right to charge reasonable storage fees thereafter.
5.3 Damage in Transit
Any damage must be reported within 48 hours of delivery. Claims made after this time may not be accepted.
6. Customer Property & Liability
6.1 Condition of Furniture
Customers must ensure items are structurally sound.We are not liable for issues arising from pre-existing defects, including weak frames, aged materials, or prior repairs.
6.2 Liability Limitation
We exercise reasonable care and skill; however, we are not liable for:
Pre-existing faults
Fabric defects
Natural wear tear
Indirect or consequential losses
Liability is limited to the value of the services provided.
6.3 Work in Client Homes
Where work is undertaken in a client’s home, reasonable care will be taken.We are not liable for minor accidental damage, pre-existing property issues, or restricted working conditions.Clients must ensure safe access and appropriate working conditions.
7. Fabric Supply & Materials
Customers may supply fabric or request us to source materials.Where materials are supplied by the customer, we accept no responsibility for their suitability, durability, or performance, including shrinkage, fading, or faults.
Where materials are sourced via third parties, we are not liable for:
Supply delays
Discontinued items
Colour or batch variations
Manufacturer defects
Exact colour matching cannot be guaranteed.
Customers must approve all materials before work begins. Once approved, materials cannot be returned or exchanged. Any manufacturer defects must be addressed with the supplier. Our liability does not extend beyond the value of the upholstery service provided.
8. Privacy, Data Protection & Email Security
We process personal data in accordance with the UK GDPR and the Data Protection Act 2018.Personal data is used only as necessary to operate our business and is not sold to third parties.Customers may request access, correction, or deletion of their data via: hdavis@creaturecomfortsupholstery.co.uk
Email Security (DMARC)
We implement email authentication protocols, including Domain-based Message Authentication, Reporting and Conformance (DMARC), to help protect against fraud and unauthorised use of our domain.Customers are advised to verify the authenticity of any communication requesting sensitive information.We shall not be liable for losses arising from fraudulent communications not sent from our authorised systems.
9. Photography & Marketing Use
We reserve the right to photograph clients’ furniture and soft furnishings, including before and after images, for use in marketing, social media, and promotional materials.Where reasonably practicable, images will be anonymised.Clients must notify us in writing if they do not consent.
10. Workshops Terms & Conditions
10.1 Payment
Full payment is required at the time of booking.
10.2 Cancellations
More than 48 hours: full refundLess than 48 hours: non-refundable
10.3 Minimum Attendance
We reserve the right to cancel workshops with fewer than 2 participants. A full refund or alternative date will be offered.
10.4 Health & Safety
Participants must ensure they are physically able to participate and disclose relevant conditions in advance.
10.5 Liability
Participants are responsible for damage caused to tools or equipment.Participation is at the individual’s own risk. We are not liable for injury except where caused by negligence.
10.6 Data Protection
All personal data relating to workshops is handled in accordance with our Privacy Policy.
11. Late Payments & Unpaid Invoices
All invoices must be paid within the agreed terms stated on the invoice.We reserve the right to: Charge statutory interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998
Recover reasonable costs incurred in collecting outstanding debts
Failure to make payment may result in:Suspension or delay of work
Retention of completed items until payment is received in full
Cancellation of orders
Title to goods shall not pass until full payment has been received.
12. Artificial Intelligence (AI) Use
Creature Comforts Upholstery may utilise Artificial Intelligence (AI) technologies to support business operations and enhance customer experience.
We are committed to responsible AI use, including:Transparency in AI-assisted processes
Compliance with UK GDPR and applicable lawsProtection of customer and employee dataEnsuring AI systems are fair and non-discriminatory
Regular review of AI tools for accuracy and integrity
This policy will be reviewed periodically and updated as required.
13. Public Liability Insurance
Creature Comforts Upholstery maintains appropriate Public Liability Insurance.
This provides cover for:
Personal injury
Property damage
Associated legal costs
We are committed to maintaining a safe environment and operating with due care at all times.
14. Amendments
We reserve the right to amend these Terms & Conditions at any time. Updated versions will be published where applicable.
15. Contact