Terms & Conditions

1. Contacting ZHOMES

Email: sales@zhomes.co.uk
Telephone: 0161 8509 887
Correspondence address: Unit 2c Brixham Road, Manchester, M16 0YG
Website: https://zhomes.co.uk

Please quote your order number in correspondence.

Collections are available by prior appointment only. Please do not travel to collect goods until we have confirmed that your order is ready and agreed an appointment.

Contact us before returning goods, as the correct return address may vary by product.

2. Application of these terms

These terms apply alongside our Returns & Refunds Policy and any product specifications and delivery information provided before you place your order.

Our Privacy Policy explains how we handle personal information.

You are a consumer where you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Separate provisions apply to business purchases where expressly stated.

Holding a trade account does not, by itself, determine whether a particular purchase is a consumer purchase.

You must be at least 18 and legally capable of entering into a binding contract. If ordering for a business or another person, you must have authority to do so.

3. Orders and contract formation

Please check your order carefully before making payment, including the product, quantity, dimensions, finish, delivery address and contact details.

Full payment is required when ordering, including for business and bespoke orders, unless we expressly agree otherwise in writing.

Once your order has been placed and payment successfully processed, we will send an order confirmation email. This email constitutes acceptance of your order and forms the contract between you and ZHOMES.

Please check the confirmation and notify us promptly of any error. Amendments requested after acceptance are subject to feasibility and our written agreement. This does not restrict an applicable statutory cancellation right.

We will not substitute a different product without your agreement.

If a supply problem arises after acceptance, we will contact you promptly to discuss an agreed alternative or cancellation and refund. This does not remove any other remedy available to you by law.

4. Prices, VAT and payment

Prices are displayed in pounds sterling and include VAT.

Delivery is charged separately, based on order weight and any applicable delivery information disclosed before purchase. The total payable, including delivery and any applicable surcharge, will be shown or agreed before you commit to the order.

Available payment methods are displayed at checkout. You must be authorised to use the payment method selected.

Where a third-party payment or finance provider is used, its separate terms also apply to that payment arrangement. These do not replace your rights against ZHOMES.

We will not increase an accepted order’s price without your agreement.

If we discover a pricing or description error before accepting your order, we will explain it and allow you to decide whether to proceed. After acceptance, we will not assume that every pricing error gives us a right to cancel; the applicable contract and legal rules will govern the position.

Please never send complete card details, passwords or online banking credentials by email or other unsecured messaging.

5. Product descriptions, dimensions and appearance

Products will match their contractual description and meet the standards required by applicable law.

Product photographs illustrate appearance. Screen settings and lighting may affect colour reproduction, but this does not permit material differences from the agreed description.

Natural materials, including timber, stone, leather and natural fibres, may vary in grain, texture and tone. Such characteristics are not necessarily defects, provided the goods remain as described and of satisfactory quality.

Check dimensions and suitability before ordering, including the space where the product will be used and the route needed to move it into your property.

Where packed dimensions or other essential measurements are not displayed, contact us before ordering. We do not apply an unspecified blanket dimensional tolerance to all products.

Accessories shown in lifestyle photographs are included only where the product description states that they form part of the purchase.

Some goods may be dispatched directly by a supplier or manufacturer. ZHOMES remains responsible for its obligations as your seller.

6. Bespoke, personalised and made-to-specification orders

We offer products made to customers’ specifications, including custom dimensions, fabrics and finishes where available.

You are responsible for checking the specifications and measurements you provide. We are responsible for supplying goods that match the specifications agreed with you.

Where written approval is requested, please check it carefully before confirming. Any lead time dependent on approval will be explained before purchase.

Changes requested after approval may be impossible or may involve additional costs and revised timescales. We will explain these and obtain your agreement before making a chargeable change.

Goods genuinely made to your specifications or clearly personalised are normally excluded from the statutory change-of-mind cancellation right.

A product is not automatically excluded merely because it is ordered from a supplier, described as “made to order”, or selected from standard catalogue options. The legal exception must apply.

Where no statutory cancellation right exists, requests to cancel or change an accepted bespoke order require our agreement. Any cancellation charge must reflect losses we are legally entitled to recover, taking account of costs saved and reasonable steps to reduce the loss. Payments are not automatically forfeited in full.

Your rights concerning faulty goods or goods that do not match the agreed specification remain unaffected.

7. Delivery areas and charges

We offer delivery within England, Scotland and Wales, and to Belfast, subject to postcode, product and carrier availability.

Please contact us before ordering for island, remote or other addresses where delivery eligibility or pricing is not confirmed at checkout. Availability outside the stated areas must be agreed in advance.

Delivery charges are based on order weight. Any additional location or service charge will be disclosed before purchase.

There is no general free-delivery entitlement based on spending over a particular amount unless expressly offered for your order.

8. Standard delivery service

Our standard service is kerbside delivery at ground level, at the nearest safe and accessible unloading point.

Delivery does not include carrying goods inside your property, upstairs or to a room of choice. Assembly, installation, unpacking and packaging removal are not included or currently offered.

You must arrange suitable assistance and equipment to move the goods safely from the unloading point. Furniture and other large items may require more than one person.

Please tell us before ordering about access restrictions that could affect delivery, including narrow roads, restricted parking, gates, steps or vehicle restrictions.

Drivers are not required to carry out unsafe manoeuvres, obstruct roads unlawfully or move goods beyond the agreed delivery service.

These requirements do not excuse a failure by ZHOMES or its carrier to provide the service agreed with you.

9. Delivery arrangements and timescales

Delivery estimates will be provided in the relevant product information, quotation or order communications. Any delivery period longer than 30 days for a consumer order must be agreed with you.

Unless otherwise agreed, consumer goods will be delivered without undue delay and within 30 days after the contract is formed.

Please provide accurate telephone, email and delivery details and monitor delivery notifications. A suitable adult must be available to receive the goods during the agreed or reasonably notified delivery arrangement.

If a notified date is unsuitable, contact us promptly. Changes remain subject to carrier availability and any reasonable costs explained before agreement.

If we miss an agreed delivery deadline, your rights will depend on the circumstances. These may include requiring delivery within an appropriate additional period or ending the contract for a refund. You may have an immediate right to end it where we refuse delivery or an essential delivery deadline is missed.

We recommend waiting until goods have arrived and been inspected before booking fitters or other tradespeople. This recommendation does not exclude liability we may have under applicable law.

10. Missed deliveries, access problems and redelivery

You must make reasonable arrangements to receive your order following proper advance notification.

If a delivery attempt fails because you are unavailable during the agreed or properly notified delivery arrangement, or because relevant access restrictions were not disclosed, you will be responsible for 100% of the reasonable actual cost of the additional delivery attempt, where the failure is attributable to you.

We will explain the reason for the charge and confirm its amount before arranging redelivery. Payment may be required before the new delivery is booked.

The charge represents the additional transport cost and is not a percentage of the goods’ purchase price or a penalty. We will not recover the same cost twice.

You will not be charged for a failed delivery caused by ZHOMES or its carrier, including an attempt outside the agreed arrangements without your consent.

If you wish to cancel rather than arrange redelivery, the applicable cancellation rules and our Returns & Refunds Policy will apply. We will not use redelivery charges to impose an unlawful cancellation penalty or withhold amounts we are not entitled to retain.

Refusing delivery alone may not clearly communicate cancellation. Please notify ZHOMES directly if you wish to cancel.

11. Collections by appointment

Collection is available from our Manchester premises by prior arrangement.

Wait for confirmation that your goods are ready and an appointment has been agreed before travelling. Bring your order confirmation and any identification reasonably requested in advance.

If someone is collecting on your behalf, notify us beforehand.

You must provide a suitable vehicle and arrange safe loading and transport. Please discuss assistance requirements before attending; loading assistance is not included as a standard service.

We remain responsible for damage caused by our negligence. We are not responsible for damage caused solely by your own loading or transport arrangements.

Where the contract was concluded online, by telephone or by email, collection does not remove applicable distance-selling cancellation rights. The cancellation period normally runs from receipt of the goods.

12. Ownership and responsibility for goods

Ownership passes when we have received full payment for the goods.

For consumer purchases, responsibility for loss or damage normally passes when you, or a person you nominate other than the carrier, takes physical possession.

If you independently appoint a carrier that we have not offered, responsibility may pass when the goods are handed to that carrier, as provided by law.

Our use of a supplier or third-party delivery company does not remove our responsibility for goods before risk lawfully passes to you.

13. Checking goods, assembly and safe use

Inspect your delivery as soon as reasonably possible. Report visible damage, missing components or incorrect goods promptly, preferably within 48 hours.

The 48-hour request helps investigation and does not remove statutory rights if a problem is reported later. Signing a delivery receipt does not confirm that concealed damage or defects are absent.

Check components and instructions before assembly. If you discover a fault, stop and contact us before proceeding where possible.

Follow the manufacturer’s assembly, load, care and safety instructions. Where anti-tip restraints or wall anchoring are required, use fixings suitable for the wall and seek competent assistance if needed.

Damage caused by misuse, incorrect assembly or unsuitable conditions may not be a product defect. Assembly or use does not automatically remove rights concerning an existing fault.

Goods are intended for the use described. Do not assume that a domestic product is suitable for commercial or outdoor use.

14. Consumer cancellations and returns

The full procedure is set out in our Returns & Refunds Policy.

For most distance purchases, consumers must notify us of cancellation within 14 calendar days after the day they receive the goods. They then have a further 14 calendar days to send the goods back, unless we have agreed to collect them.

You may reasonably inspect goods. Original packaging is recommended for statutory cancellations but is not a compulsory condition. We may make a legally permitted deduction for actual loss in value caused by handling beyond reasonable inspection.

No restocking fee applies to a valid statutory consumer cancellation.

You must pay direct return costs where we have given the legally required information before purchase. For goods that cannot normally be returned by post, the required cost or estimate must be disclosed in advance.

Requests after the statutory cancellation period

Late change-of-mind returns are accepted solely at ZHOMES’ discretion and only with prior written approval.

For an approved late return:

• Goods must be in their original packaging, unused, unassembled, uninstalled, complete, undamaged and in resaleable condition.
• A 15% restocking fee applies to the price paid for the returned goods.
• You pay return transport or agreed collection costs.
• Original delivery charges are not refunded.
• Goods must arrive within the agreed return deadline.
• Eligibility is subject to inspection.
• The refund is issued to the original payment method.

You may arrange your own suitable return transport. Goods must be properly protected and arrive in the required condition.

These discretionary conditions do not apply to valid statutory cancellations or restrict remedies for faulty or incorrectly supplied goods.

15. Faulty goods and statutory remedies

Consumer goods must be of satisfactory quality, fit for their agreed purpose and as described.

Where those standards are not met, you will normally have a short-term right to reject within 30 days. After that, you will normally be entitled to a repair or replacement, subject to the applicable legal rules.

If the appropriate remedy is impossible, fails after one attempt, takes an unreasonable time or causes significant inconvenience, you may be entitled to a price reduction or final rejection.

For faulty furniture rejected within the first six months, we will not deduct for use. Later deductions may be permitted by law.

We will arrange or cover reasonable return costs for valid faulty, damaged, incorrect or misdescription claims.

Contact ZHOMES with your order number and details of the issue. Photographs can assist where reasonably available. Do not dispose of goods without agreement.

Our Returns & Refunds Policy explains the process and refund deadlines.

16. Ten-year manufacturer guarantee

The ten-year guarantee advertised by ZHOMES is a manufacturer guarantee, subject to the relevant manufacturer’s written guarantee terms.

The guarantee documentation determines the covered products and components, commencement date, territorial coverage, claim procedure, remedies and any valid conditions or exclusions. A ten-year duration does not necessarily mean that every component or type of damage is covered for that entire period.

Applicable guarantee information will be made available before purchase. Please contact us if you need clarification about coverage for a particular product.

Keep your proof of purchase and follow the manufacturer’s care and usage instructions. Any registration requirement will be explained in the guarantee information.

You may contact ZHOMES for assistance with a claim.

The manufacturer guarantee is additional to your statutory rights. You do not have to pursue the manufacturer instead of ZHOMES where you have a legal remedy against us as the seller.

17. Business purchases

For purchases made wholly or mainly for business purposes, statutory consumer cancellation rights do not apply.

Full payment is required when ordering unless otherwise expressly agreed in writing.

Business change-of-mind returns require prior written approval and are solely at ZHOMES’ discretion. Unless we agree otherwise:

• Requests must be made within 14 days of delivery.
• Goods must be in their original packaging, unused, unassembled, uninstalled, complete, undamaged and in resaleable condition.
• A 20% restocking fee applies to the returned goods’ invoice value.
• Return transport or agreed collection costs are payable by the purchaser.
• Original delivery charges are not refundable.
• Bespoke, personalised and special-order goods are not eligible for voluntary returns.
• Approved refunds are issued to the original payment method after inspection.

These provisions apply to voluntary returns of non-faulty goods. Faulty, incorrectly supplied or misdescribed business goods will be dealt with under the contract and applicable law.

Business customers should inspect goods promptly, notify us of problems without undue delay and preserve relevant goods and evidence for investigation.

Business purchase-order terms do not replace these terms unless we expressly accept them in writing.

18. Liability

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We do not exclude or restrict liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

Nothing in these terms excludes mandatory consumer rights or applicable product-safety obligations.

We are not responsible for loss caused solely by your misuse, incorrect assembly, failure to follow appropriate instructions or independent transport arrangements. Where responsibility is shared, liability will be assessed under applicable law.

For business purchases, neither party is liable to the other for indirect or consequential loss to the extent that this exclusion is lawful and reasonable. This does not exclude liability that cannot lawfully be excluded.

19. Delays outside our reasonable control

If an event outside our reasonable control affects performance, we will notify you as soon as reasonably possible and take reasonable steps to reduce its impact.

Such an event does not automatically remove your delivery, cancellation or refund rights. If the delay permits you to end the contract under applicable law, we will honour that right.

We will not retain payment for undelivered goods where you are legally entitled to a refund.

20. Accounts and website use

Keep account credentials secure and notify us promptly if you suspect unauthorised access. You are not automatically responsible for unauthorised activity that is not attributable to your actions or failure to take reasonable care.

You must not misuse the website, submit fraudulent orders, introduce malicious software or attempt unauthorised access.

We may restrict accounts or website access where reasonably necessary to address fraud, security risks, unlawful conduct or serious misuse. This does not automatically cancel existing contractual obligations or remove refund rights.

We do not guarantee uninterrupted website availability.

Website content belongs to ZHOMES or its licensors. You may use it for personal shopping purposes but must not commercially reproduce or exploit protected content without permission, except where permitted by law.

Third-party links do not imply endorsement.

Reviews must reflect genuine experiences and must not be unlawful or infringe another person’s rights. We will not remove a review merely because it is negative.

We will seek permission before reusing customer photographs for marketing.

21. Privacy

We handle personal information as explained in our Privacy Policy and applicable data-protection law.

Information may be shared with suppliers, carriers, payment providers and other service providers where appropriate for the purposes and lawful bases described in that policy.

22. Complaints

Email sales@zhomes.co.uk with your order number and a clear explanation of your complaint.

We will investigate and respond as soon as reasonably possible.

If the complaint remains unresolved after our internal process, we will provide details of an appropriate certified alternative dispute resolution provider and explain whether we are willing or required to use it, as required by law.

This does not restrict your right to obtain independent advice or bring court proceedings.

23. Changes and general provisions

The terms agreed when you order apply to that purchase. Later website updates will not retrospectively change your contract without a lawful basis or your agreement.

If a provision is unenforceable, the remaining provisions continue to apply where legally possible.

A delay in enforcing a right does not waive it.

Any transfer of our contractual obligations will not reduce your rights or guarantees, and we will notify you where appropriate.

Nothing in these terms excludes a statement or commitment that the law treats as part of your contract.

24. Governing law and disputes

These terms are governed by the law of England and Wales, subject to any mandatory protections that apply where a consumer lives.

Consumers may bring proceedings in the courts of England and Wales or, where applicable, the courts of Scotland or Northern Ireland where they live.

For business purchases, the courts of England and Wales have exclusive jurisdiction, subject to any mandatory legal requirement.