Terms

Payment, Cancellation & Refund Policy

Clear terms for consultations, deposits, balances, delivery and refunds. These terms apply to all orders placed with HSE Bespoke Upholstery.

1. Who we are

HSE Bespoke Upholstery, Unit 24, Second Avenue, Green Lane Industrial Estate, Birmingham B9 5QP. Telephone 07493 373145. Email aeman2715@gmail.com. We manufacture and reupholster commercial seating and tables for restaurants, cafés, bars and hotels.

2. Consultation fee

The on-site consultation and survey fee is £100, payable in advance. It is credited in full against your order if you proceed. If we cancel or cannot attend, the fee is refunded in full. If you cancel more than 24 hours before the visit, the fee is refunded in full; within 24 hours it is non-refundable.

3. Deposits and balances

Orders are confirmed with a deposit of £100 or 10% of the invoice total, whichever is greater. The balance is due on delivery unless agreed otherwise in writing. Stock items may be paid in full at the time of ordering.

4. Bespoke and made-to-measure items

Items made to your measurements, fabric or colour are bespoke and are exempt from the standard distance-selling cancellation rights once production has started. You may cancel free of charge at any point before we cut fabric or begin the frame; after that, the deposit covers materials already committed.

5. Stock items and returns

Unused stock chairs, tables and bases may be returned within 14 days of delivery in their original condition and packaging. Return carriage is payable by the customer unless the goods are faulty. Refunds are issued to the original payment method within 14 days of the goods being received back.

6. Faulty or damaged goods

Please report any damage or fault within 48 hours of delivery with photographs. We will repair, replace or refund at our cost. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 where applicable.

7. Lead times and delivery

Stock lines usually dispatch in 3–5 working days. Bespoke seating and reupholstery typically take 2–3 weeks from approval of fabrics. Delivery and installation can be arranged outside trading hours. Lead times are estimates and are not guaranteed dates.

8. Payments

Card payments are processed securely by Stripe. We do not store card details. Prices are quoted in pounds sterling and exclude VAT and delivery unless stated.

9. Refund requests

To request a refund, email aeman2715@gmail.com or call 07493 373145 quoting your order reference and the email used at checkout. Approved refunds are returned to the original card and normally appear within 5–10 working days.