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Terms & Conditions

Our terms and conditions apply to all transactions on the Pine-Apple website and are listed below. Please read through these carefully before placing your order and then print a copy for your own reference.

ORDERS

Availability
All orders are subject to availability.

Colour Reproduction
Pine-Apple take great care with the colours used in the collections, although colour reproduction and the individual colour settings of your screen may mean a slight variation. Every reasonable care has been taken to ensure that the descriptions are as accurate as possible. However, specifications may change.

If you are buying to match an existing piece in your home we have endeavoured to give the best portrayal of the colour, but please remember pictures alone can never be 100% accurate re colour. We cannot accept colour or shade differences as faults. As a rule dark items look lighter in the flesh and light items look darker in the flesh.

If you are not completely satisfied with your purchase because of a shade difference or any other reason we are more than willing, if informed within 7 days of delivery, to offer a refund. However, all carriage and collection costs will be at the customer’s expense.

We try to ensure that the prices displayed are correct and that all products are accurately described on our website. However, orders will only be accepted if there are no errors in the description or price of goods displayed on this website. If we discover any errors in the price or description of goods that you have ordered, we will contact you as soon as possible and give you the option of reconfirming your order based on the correct price or description, or cancelling it. If we are unable to contact you, we will treat your order as cancelled.

All measurements and sizes are approximate

PAYMENT

Payments
All major credit and debit cards are accepted.
Online
You can pay online at www.pine-apple.co.uk
By Cheque
Cheques should be made payable to Pine-Apple and posted to 321 to 327 Beverley Road, Kingston upon Hull, East Yorkshire, United Kingdom, HU5 1LD.

Prices
The prices quoted are those current at the time of production. Due to circumstances beyond our control, prices may have to be corrected up or down, including any alterations to the rate of value added tax. The correct price will be shown on your delivery note. All prices displayed are in cash sterling. Prices of goods displayed and ordered through the online shop may vary from our store prices.

Credit Card Payments
We are not able to accept cards that are due to expire within the next FIVE days. Card details will be checked and verified and goods will be dispatched once authorisation has been obtained.

When you place your order you may pay by any specified method. All reasonable precautions will be taken to keep the details of your order and payment secure, however, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.

At the time of publishing all prices online are correct, although circumstances beyond our control, such as inflation, may cause prices to change.

We do our best to let you know about any price changes before goods arrive.

DELIVERY
We will endeavour to choose the most efficient delivery service available for your item at our own discretion.

Method 1 – Parcel Carrier
This service is used normally for smaller items, but on occasions individual larger items will be sent by this method. Your item will be with you within 48 hours of dispatch.

Please note the carrier will NOT telephone you to book the delivery, however if you are out they will leave a card with a contact number for you both to arrange a convenient date. This card must be responded to within 48 hours to avoid the item being returned to us therefore creating a recharged delivery.

The carriers cannot offer any timed or Saturday drops and this will be a one man door to door service, assistance may be required with lifting the item from the vehicle.

Method 2 – Pallet Carrier
This service is used normally for larger, heavier or multiple items. Once the item is received in your local depot, the carrier will telephone ahead to book the delivery at a mutually convenient time; this is why we have your telephone numbers at the time of payment just in case this method needs to be used. These items will be delivered on a pallet base to offer protection and is to be a door-to-door service. If the delivery address is not accessible by a pallet truck the item will be delivered to the nearest point. This is to be a one-man delivery service and assistance will be required with the lifting of the items. The carriers cannot offer any timed or Saturday drops.

Delivery will only be available to mainland UK. All items must be signed for by an adult aged 18 years or over on delivery.

Estimated timescales are specified in the Delivery section. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable. We will be under no liability whatsoever for any delay or failure to deliver the products within the estimated timescales.

Please check all items thoroughly before the driver has left. If the product has been damaged during transit, the delivery driver will take the product back. You can either receive a full refund or get a replacement item delivered subject to availability.

All deliveries are subject to stock, geographical availability and credit status.

While we will do everything possible to deliver your goods by the specified day, we will not accept any liability for deliveries made outside stated schedules.

We regret that we are unable to deliver certain products to Northern Ireland, Channel Islands, Isle of Man, Scilly Isles, Isle of Wight, BFPO, Scottish offshore islands and remote parts of Great Britain, although this may be arranged by special request.

Delivery drivers are not insured to enter your premises, so, please be sure an able bodied person/persons is available to accept deliveries. Some products are extremely heavy.

RETURNS

Damages
It is important that all damages are reported by email strictly within 24 hours of delivery. Please send photographic evidence if possible.

Pine-Apple will only accept returned goods if they are received in their original packaging.

Returns by Courier
Please call (01482) 440200 to arrange for the courier to collect your items from your home. Items left for the courier to collect are at you own risk. Items will not be credited back to you unless they are received by Pine-Apple.

We have selected these products on the basis that they may be used for domestic purposes only and we will not be liable for any loss resulting from the commercial use of our products.

Goods not received
Claims in relation to goods charged but not received should be made within 14 days of dispatch. Failure to do so may affect your claim.

Care of Furniture
Due to the nature of solid wood, changes on the relative humidity may cause some small movement and possible cracking in the timbers, although great care has been taken to reduce such occurrences, however total elimination is impossible and is very much part of the look of our furniture.

Please avoid furniture polishes such as silicone sprays as this will dry out the timbers. We recommend beeswax polish and simply buff with a dry lint free cloth for best results.

Distressed and Rustic furniture
Please understand that when you are purchasing our furniture it is handmade with varying degrees of distressing generally applied. This is very much intended, which simply adds to its charm, making each piece totally individual as desired by the craftsmen. We sell only genuine rustic furniture with varying degrees of distressing from piece to piece, this may involve wood splits, wood filling, knots, purpose distress marks, antiquing, minor scratches etc etc. The desire is to give each piece the lived in look, this is an advantage for the future use of your furniture as bumps and bruises are not so noticeable as on highly polished and synthetically manufactured furniture. Any small bumps and bruises can very easily in turn be rectified with the use of touch up pens etc.

7 Day Money Back Guarantee
You have the right to cancel an order providing you notify us and is acknowledged in writing (email) within 7 days of delivery. All costs re the delivery and collection will be at the buyer’s expense. This will generally be the original post and package rate per individual item plus the return carriage rate.

All items must be in the original wrappings and unused. It is therefore very important to take great care when unwrapping the items to keep the wraps intact.

The reason for this is to allow you the consumer a closer inspection of the item first hand as you bought this item “at a distance” but also allows us the seller to be able to resell the item as brand new. If the item is not resell able as new when returned we will not issue a refund.

The carriers used are in our opinion the most cost effective and offer the best service available in delivering these heavy items to you at economical prices. Although we have chosen the carriers used, the delivery contract and costs are between yourself and the carriers. Your fees paid for delivery are forwarded to the carriers and are non refundable once the items leave the warehouse. Please do not purchase our items unless you are 100% agreeable that all carriage and collection costs are met by the buyer at all times.

Dependant on circumstances the advertised individual carriage fees may be applicable to each item ordered if returned, this basically means that although your original delivery fees are highly subsidised we reserve the right to refund less the original cost to us of delivery and collection.

We offer a no quibble refund policy on items delivered, however it is important to note that in all cases the costs involved with carriage and packaging will be paid by the customer. This must be understood and agreed by the customer.

CODE OF PRACTICE

We undertake to deal with any complaint speedily and sympathetically.

The laws of England shall govern the contract between us and any dispute between us will fall exclusively under the jurisdiction of the courts of England and Wales. English is the only language offered for the conclusion of the contract.

Any Problems
If you are dissatisfied with your order please call (01482) 440200 (lines are open: 9.30AM – 4.00PM, Monday to Friday) and we will deal with your complaint.

Supply
We reserve the right to refuse to supply any individual or company. The supplier of the goods featured is Pine-Apple, 321 to 327 Beverley Road, Kingston upon Hull, East Yorkshire, United Kingdom, HU5 1LD.

Important points and terms

  • Please be sure to familiarise yourself with our delivery procedures
  • All damages must be reported by email strictly within 24 hours of delivery.
  • All timbers sold are solid wood and are of a rustic nature. Each piece will have natural imperfections in the timber, this is intended and is part of the uniqueness of each piece and should not be considered a fault and simply mirrors its origins.
  • The majority of our lines are fully assembled, however on occasions a minimal amount of assembly is needed on certain items.

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