Free UK delivery over £75
60-day considered returns
★★★★★ Excellent · 4.8 on Trustpilot
Free UK delivery over £75
60-day considered returns
Legal
These Terms govern your use of zhomes.co.uk and the sale of goods through it. Some clauses apply only if you are a consumer and others only if you are buying for a business — where that is so, the clause says which.
1.1 This website, zhomes.co.uk (the Site), is operated by [REGISTERED COMPANY NAME] trading as ZHOMES (we, us, our), a company registered in England and Wales under company number [NUMBER], with its registered office at [REGISTERED ADDRESS]. Our VAT registration number is [NUMBER].
1.2 You can reach us at:
1.3 If we need to contact you, we will do so by telephone, email or post using the details you gave us when ordering. "Writing" in these Terms includes email.
2.1 These Terms & Conditions (Terms) govern your use of the Site and the sale of goods through it. By using the Site or placing an order, you confirm you accept these Terms.
2.2 Please read them before ordering. If you do not agree, please do not use the Site.
2.3 The following also apply and form part of your contract with us:
2.4 Consumers and businesses. Some provisions apply only if you are a consumer (an individual buying wholly or mainly for personal use) and others only if you are a business customer (buying in the course of a business, trade, craft or profession). Where a clause applies to only one, it says so. If you are buying as a business, clause 15 replaces the consumer provisions and you confirm you have authority to bind your business.
2.5 You must be at least 18 and legally capable of entering into a binding contract.
3.1 You may browse and buy without an account, but an account lets you track orders and manage returns.
3.2 You are responsible for keeping your login details confidential and for all activity under your account. Tell us immediately at [info@zhomes.co.uk] if you suspect unauthorised use.
3.3 The information you give us must be accurate, current and complete. Delivery failures caused by an incorrect address are your responsibility.
3.4 We may suspend or close an account that is being used unlawfully, fraudulently, or in breach of these Terms.
4.1 Images and descriptions. We take care to describe and photograph our products accurately. Images are illustrative; packaging may vary; and colours on your screen depend on your device and its settings. If exact colour or finish matters to you, request a swatch before ordering. We supply swatches and samples for this purpose, and we would always rather send you one than have you guess.
4.2 Natural materials. Timber, stone, marble, leather, rattan, wool and hand-applied finishes vary naturally. Variation in grain, knot, tone, veining and figure — between one piece and another, and between a piece and its photograph — is inherent to the material and is not a defect.
4.3 Dimensions and tolerances. Stated dimensions are nominal and subject to manufacturing tolerances of up to [±5mm], and greater on solid timber and hand-made items. It is your responsibility to check that a product will fit through your doorways, stairwells, lifts and corridors, and into the intended space. We publish product dimensions and, where relevant, packed dimensions for this purpose.
4.4 Product changes. We may make minor changes to a product to reflect changes in law, safety requirements or supplier specification. These will not materially affect your use of it. If we need to make a material change, we will tell you before dispatch and you may cancel for a full refund.
4.5 Availability. All products are subject to availability. Listing a product does not guarantee we can supply it.
4.6 Stock accuracy and direct despatch. Some items ship direct from our suppliers, so our stock figures depend on supplier feeds and can occasionally lag. If an item is critical to your timescale, contact us before ordering and we will confirm availability.
4.7 If an item becomes unavailable. We will contact you and offer either an alternative product of equivalent or higher specification at no extra cost, or a full refund. The choice is yours — we will not send a substitute without your agreement, and choosing a substitute does not affect your cancellation rights, which run from delivery of the substitute.
5.1 Some products are manufactured, cut, upholstered or finished to your specification, or ordered specially from a supplier at your request. These are identified on the product page and in your order confirmation.
5.2 You are responsible for the accuracy of every measurement, fabric, colour, finish and configuration you supply. We manufacture to what you specify.
5.2a Specification approval. For made-to-order and bespoke items we will send you a written specification — and, where the manufacturer produces them, factory drawings — after your order is placed. You must review and sign this before production begins, and the quoted lead time starts from the date we receive your signed approval, not from the date you ordered. Please check every dimension, fabric, colour, finish and orientation carefully: once signed, that specification is what we manufacture to and it cannot be changed. If it does not reflect what you wanted, tell us rather than signing and we will amend it.
5.3 Bespoke and made-to-order goods cannot be cancelled or returned for change of mind, and production is a firm commitment once confirmed. Your rights if the goods are faulty, damaged or do not match the specification you approved are unaffected.
5.4 We may require a non-refundable deposit of up to [50%] on bespoke orders.
5.5 Designs and specifications you supply. Where we manufacture to a drawing, design, pattern, image or specification you provide, you confirm that you are entitled to have it reproduced and that doing so will not infringe anyone's intellectual property rights. You agree to indemnify us against any claim, damages, costs or expenses we incur as a result of manufacturing to your specification, where the claim arises from infringement or alleged infringement of a patent, registered design, trade mark or copyright.
5.6 Long lead-time orders. Where a bespoke order has a lead time of more than [12] weeks and our supply costs increase materially before production begins, we may notify you of a revised price. You may then cancel the order and receive a full refund of any deposit within 14 days of our notice. We will not increase a price after production has started.
6.1 Your order is an offer to buy. Placing an item in your basket does not reserve it.
6.2 Our acknowledgement email confirms we have received your order. It is not acceptance.
6.3 A contract comes into existence only when we send you a Dispatch Confirmation (or, for collection orders, a Ready for Collection notice), and only for the items listed in it.
6.4 If we cannot accept your order — stock, pricing error, delivery restriction, failed payment or fraud screening — we will tell you and refund any payment in full. We will not be liable for any additional loss.
6.5 We assign an order number to every order. Please quote it in all correspondence.
7.1 Prices shown are in pounds sterling and include VAT at the prevailing rate unless stated otherwise. If the VAT rate changes between order and dispatch, we adjust the VAT you pay unless you have already paid in full.
7.2 Delivery charges are shown separately and confirmed at checkout before you pay.
7.3 Pricing errors. Despite our best efforts, a product may occasionally be mispriced. We are not obliged to supply at an incorrect price. If the correct price is lower than shown, we charge the lower amount. If it is higher, we contact you before dispatch for instructions, and you may cancel for a full refund. Where the error is obvious and could reasonably have been recognised as a mispricing, we may cancel and refund without supplying.
7.4 Payment methods. We accept [Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay] and the buy-now-pay-later providers listed at checkout. Payment is taken at the point of order unless stated otherwise.
7.5 Payment security. Card and digital-wallet payments are processed by our payment providers. We do not receive or store your full card details. Please never send card or online banking details to us by email, social media, text or any other unsecured channel — we will never ask you for them that way. If you receive a message claiming to be from ZHOMES asking for card details, do not reply; contact us on the number in clause 1.2.
7.5a Buy now, pay later and finance. Where Klarna, Clearpay or a similar provider is offered at checkout, you enter a separate credit agreement with that provider and make payments directly to them under their terms. We are not a party to it, we do not decide whether your application is accepted, and we cannot change their decision, repayment schedule or terms. Eligibility, affordability and status checks are theirs. Borrowing more than you can afford or paying late may affect your credit rating. Refunds are returned to the provider, who credits you under their own timescales. Key information about the credit product is shown by the provider before you commit.
7.6 Authority. By submitting payment details you confirm you are authorised to use that payment method. We may cancel or reverse a transaction we reasonably believe to be unauthorised or unlawful.
7.7 Business customers. Payment is due in full before dispatch unless we have agreed credit terms in writing. Where credit terms apply, invoices are payable within [30] days of invoice date. We may charge statutory interest and compensation on overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate, together with the fixed recovery sum and our reasonable costs of recovering the debt.
7.8 No set-off (business customers). You must pay all sums due in full without any set-off, counterclaim, deduction, retention or withholding, and may not raise a debit note or similar document against our invoice. Where we accept a claim from you, we will issue a credit note for the accepted amount.
8.1 Where we deliver. Mainland UK. Deliveries to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands and offshore addresses may incur surcharges and longer lead times, quoted per order.
8.2 Timescales. Estimated delivery times are shown on the product page and confirmed at checkout. Lead times for made-to-order items are estimates given in good faith and are not guaranteed. Where you are a consumer, we will deliver within 30 days of the contract unless we agree otherwise with you. If we miss that deadline and delivery by that date was essential, or you told us so before ordering, you may treat the contract as at an end and receive a full refund.
8.2a Please do not book a fitter, decorator or tradesperson until your goods have arrived and you have checked them. Delivery dates are estimates and, however hard we work at it, carriers occasionally miss them and products occasionally arrive damaged. Booking a tradesperson against an estimated delivery date is the most common avoidable cost our customers face, and we cannot accept liability for wasted time or rebooking fees where the booking was made before the goods were checked.
8.3 Delivery slots. For larger items our carrier will contact you to arrange a date and, where available, a time window. Please make sure someone aged 18 or over is present to receive and check the goods.
8.4 Access is your responsibility. Before ordering, check that the item will fit through every doorway, stairwell, corridor and turn on the route to its final position, using the packed dimensions on the product page. Tell us at the point of order about parking restrictions, red routes, permit zones, narrow access, unadopted roads, upper-floor deliveries without a lift, or any other constraint. If a delivery fails because of undisclosed access problems, clause 8.7 applies.
8.5 What our standard service includes. Unless you have paid for an upgraded service, delivery is to the first ground-floor threshold of the property. Room of choice, upstairs delivery, unpacking, assembly and packaging removal are chargeable extras where offered.
8.6 Checking your delivery. Please inspect the packaging before signing. Sign as "damaged" or refuse the delivery if the packaging is visibly damaged, and tell us within 48 hours. This helps us claim against our carrier and does not limit your legal rights — see section 8 of our Returns & Refunds Policy.
8.7 Failed deliveries. If nobody is available at the agreed slot, or access proves inadequate for reasons you did not disclose, or delivery is refused without lawful cause, we may charge you the actual costs of the failed attempt and of redelivery or return to our warehouse. If, after a failed delivery, you do not rearrange within [14] days, we may treat the contract as cancelled, deduct our costs and refund the balance.
8.8 Storage. If you ask us to hold goods for more than [14] days after they are ready, we may charge storage at [£X per pallet per week], payable before delivery.
8.9 Collection. You may choose to collect your order from [UNIT ADDRESS] instead of having it delivered. We will contact you when it is ready — please do not travel until you have had that notice, as goods are not always on site before then.
8.9a Collecting does not change your cancellation rights. If you ordered online, by phone or by email, your order remains a distance contract even though you collect it in person. Your 14-day right to cancel applies in full, and runs from the day you collect. See our Returns & Refunds Policy.
8.10 Risk and ownership. Risk in the goods passes to you when they are delivered to the address you gave, or collected. Ownership passes only when we have received payment in full.
8.11 Events outside our control. See clause 17.
9.1 Products supplied unassembled must be assembled strictly in accordance with the instructions supplied. Damage caused by incorrect assembly is not a defect.
9.2 Free-standing furniture that can tip — including chests of drawers, bookcases, tall units and wardrobes — must be secured to the wall using suitable fixings for your wall type. Fixings supplied, if any, are generic. You are responsible for selecting fixings appropriate to your wall construction. We accept no liability for injury or damage caused by a failure to secure such furniture.
9.3 Stated weight limits, load ratings and intended uses must be observed. Products supplied for domestic use are not warranted for commercial, contract or outdoor use unless expressly stated.
9.4 Follow the care instructions supplied. Damage from unsuitable environments — damp, unheated storage, direct sunlight, proximity to radiators or wood burners, underfloor heating without an appropriate barrier — is not a defect.
9.5 Where we or a subcontractor carry out installation, we will do so with reasonable care and skill. You must ensure the area is clear and accessible, and that services (water, electricity, gas) are safely isolated where relevant. We are not responsible for the condition of your walls, floors, plumbing or wiring, or for making good decorative finishes disturbed by necessary works.
10.1 Your right to cancel, the returns process, the condition standard applied to returned goods, and refund timescales are set out in full in our Returns & Refunds Policy, which forms part of these Terms.
10.2 In summary, for consumers buying online or by phone: you may cancel for any reason within 14 days of receiving the goods, and must return them within 14 days of telling us. You bear the direct cost of return. We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
10.3 Excluded goods. Made-to-order, bespoke, personalised, hygiene-sealed (once unsealed) and cut-to-size goods cannot be cancelled for change of mind.
10.4 None of this affects your rights if goods are faulty, damaged or not as described.
11.1 We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose, as described, and that match any sample or model you were shown.
11.2 Under the Consumer Rights Act 2015 you are entitled, in summary, to:
11.3 Nothing in these Terms limits or excludes these rights. For detailed guidance, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.
11.4 Any manufacturer's guarantee is in addition to, and does not replace, your legal rights against us as the retailer.
12.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if at the time of the contract both parties knew it might.
12.2 We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for:
12.3 We are not liable for business losses. If you use the goods for any commercial or business purpose, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
12.4 We are not liable for loss or damage caused by your failure to follow assembly, fixing, installation, use or care instructions, or by your failure to check dimensions or access.
13.1 Availability. We do not guarantee that the Site will always be available or uninterrupted. We may suspend, withdraw or restrict all or part of it for business or operational reasons, and will give reasonable notice where we can.
13.2 Acceptable use. You must not misuse the Site. In particular you must not:
13.3 We will report any breach of clause 13.2 to the relevant authorities, including disclosing your identity, and your right to use the Site will cease immediately.
13.4 Third-party links. Links to third-party sites are provided for information only. We do not control them and accept no responsibility for their content.
13.5 Reviews and user content. Content you submit must be accurate, your own, and must not be unlawful, defamatory, offensive or infringing. By submitting it you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display it in connection with our business. We may remove any content at our discretion.
13.6 Customer photographs on social media. We love seeing our products in real homes. If you tag us or use our hashtag, we will always ask your permission before we repost or reuse your photograph. If you reply confirming permission, you agree that we may use, edit and display that image on our website, social accounts, printed and digital marketing and editorial content, without a licence fee, and we will credit your account when we share it on social media. You confirm the photograph is yours and that you are entitled to grant this permission. We are under no obligation to use any image, and you can withdraw permission at any time — though we cannot remove copies already shared on third-party platforms outside our control. To report an image you believe we should not be using, email [info@zhomes.co.uk].
14.1 All content on the Site — text, product descriptions, photographs, graphics, illustrations, logos, layout, design and code — is owned by us or our licensors and is protected by copyright, trade mark and other intellectual property laws.
14.2 You may view, download and print extracts for your own personal, non-commercial use. You may not otherwise copy, reproduce, republish, distribute, modify or commercially exploit any part of it without our prior written permission.
14.3 Third-party brand names and logos appearing on the Site are the property of their respective owners and are used to identify the goods we supply.
15.1 This clause applies instead of clauses 10.2, 11 and 12 where you are a business customer.
15.1a Your declaration. By opening a trade account, ordering under a trade account, or supplying us with a VAT number or company registration number at checkout, you confirm that you are buying wholly in the course of a business, trade, craft or profession and not as a consumer, and you acknowledge that your attention has been drawn to the existence and extent of the provisions in this clause 15 which exclude or modify terms that would otherwise be implied by law. We rely on this confirmation in pricing and supplying your order. If it is untrue, the consumer provisions of these Terms will apply and we may re-price the order accordingly.
15.2 These Terms, our order acknowledgement and our invoice constitute the entire agreement. Any terms you seek to impose, including terms on a purchase order, are excluded. You acknowledge that you do not rely on any statement, promise or representation not set out in these Terms.
15.3 We warrant that on delivery the goods will conform in all material respects with their description and be free from material defects in material and workmanship for [12] months. All warranties, conditions and terms implied by statute or common law are, to the fullest extent permitted by law, excluded.
15.4 You have no right to reject goods for change of mind. Returns are at our discretion and subject to the 25% restocking fee in our Returns & Refunds Policy.
15.5 Limitation of liability. Subject to clause 15.6:
15.6 Nothing limits our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of the terms implied by section 12 of the Sale of Goods Act 1979, or any other liability that cannot lawfully be limited.
15.7 You must inspect goods on delivery and notify us of any shortage, damage or non-conformity within [3] working days, and of any latent defect within [7] days of discovery. Where you make a claim, you must preserve the goods intact and make them available for our inspection.
15.8 Retention of title. Risk passes to you on delivery or collection, but legal and beneficial ownership of the goods remains with us until we have received payment in full of all sums owed to us on any account. Until ownership passes:
15.9 Insolvency and default. We may suspend deliveries, withdraw credit, require payment in advance, or terminate any or all contracts with you with immediate effect, without liability, if you:
On termination under this clause, all sums owed to us become immediately due, notwithstanding any credit terms previously agreed, and clause 15.8 remains enforceable.
15.10 Handling and safety. You are responsible for ensuring that everyone handling, storing, installing or working on the goods does so safely, uses suitable protective equipment, and observes any handling, load and safety information we supply.
16.1 We may cancel or suspend your order, close your account and refuse to supply you if you breach these Terms, if payment fails or is reversed, if we reasonably suspect fraud, or if your conduct towards our staff or carriers is abusive or threatening.
16.2 If we cancel a contract for one of these reasons, we will refund sums paid for goods not yet supplied, less any costs we have reasonably incurred.
17.1 We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including strikes, industrial action, civil unrest, terrorism, war, fire, flood, storm, epidemic or pandemic, failure of public or private telecommunications networks, carrier failure, supply-chain disruption, import or customs delay, or acts of government.
17.2 We will contact you as soon as reasonably possible and take steps to minimise the delay. Where the delay is substantial, you may contact us to cancel and receive a full refund for goods not delivered.
18.1 If something has gone wrong, please contact [complaints@zhomes.co.uk] with your order number. A manager will acknowledge within [2] working days, respond substantively within 5 working days, and aim to resolve the matter within 14 days.
18.2 If we cannot resolve it between us, you may refer the dispute to an alternative dispute resolution provider. We are [a member of / willing to submit the dispute to] [ADR PROVIDER NAME], [WEBSITE]. Using ADR does not affect your right to bring court proceedings.
18.3 You may also seek advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, who can refer matters to Trading Standards.
19.1 We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. How we collect, use, store and share your data is set out in our Privacy Policy.
19.2 We use cookies and similar technologies as described in our Cookie Policy.
19.3 We will only pass your details to third parties where necessary to fulfil your order — for example to our carriers, installers or payment providers — or where required by law.
20.1 We may amend these Terms to reflect changes in law, regulation, our products or how we operate. The version in force when you place your order is the version that applies to that order.
20.2 The current version is always published on this page with its effective date. Material changes will be notified by a notice on the Site or by email where we hold your address.
21.1 Transfer. We may transfer our rights and obligations under these Terms to another organisation, and will tell you in writing if we do. You may only transfer your rights or obligations with our written consent.
21.2 Third parties. This contract is between you and us. No other person has any right to enforce any of its terms.
21.3 Severability. If any provision is found by a court to be unlawful or unenforceable, the remaining provisions remain in full force.
21.4 Waiver. If we delay in enforcing any part of these Terms, or do not insist that you perform an obligation, that does not mean we have waived our rights or that you need not comply later.
21.5 Entire agreement. These Terms, together with the documents listed in clause 2.3 and your order confirmation, constitute the entire agreement between us in relation to their subject matter.
22.1 These Terms and any dispute or claim arising out of them, including non-contractual disputes, are governed by the law of England and Wales.
22.2 Consumers. You and we both agree that the courts of England and Wales will have jurisdiction. If you live in Scotland, you may bring proceedings in either Scotland or England and Wales. If you live in Northern Ireland, you may bring proceedings in either Northern Ireland or England and Wales.
22.3 Business customers. The courts of England and Wales have exclusive jurisdiction.
ZHOMES is a trading name of [REGISTERED COMPANY NAME], a company registered in England and Wales, company number [NUMBER], registered office [ADDRESS]. VAT registration number [NUMBER].
