Terms and Conditions
Please note that the latest version of these terms and conditions is dated 12 July 2019. Below Terms and Conditions apply to both online and in-store sales.
The Regency Chandeliers & Interiors website (the website) is owned and operated by Regency Chandeliers & Interiors Limited (Regency, Regency Chandeliers, we or us) a company incorporated in England whose registered address is Pillar House, 113/115 Bath Road, Cheltenham, Gloucestershire, United Kingdom, GL53 7LS and whose company number is 10348108.
Please note: As almost all the GOODS ARE MADE BESPOKE TO YOUR SPECIFICATIONS, SOME OF YOUR RIGHTS UNDER STANDARD UK LAWS (Consumer Rights Act 2015 and its predecessors, DISTANCE SELLING ACT and SALE OF GOODS ACT etc.) DO NOT APPLY. Please read the following and the Returns Policy carefully before entering into a binding contract.
1.Specific terms relating to the Purchase of a product, Payment of, Purchase Price and Ownership of Goods
Once the User sends payment in part for an Order, Regency Chandeliers will commence sales order fulfilment. It does not signify an automatic order acceptance and Regency Chandeliers will not be obliged to accept an order by default furthermore Regency Chandeliers reserve the right to refuse or cancel an order at any time.
2.Ownership of goods
Sole ownership of a product remains to full property of Regency Chandeliers and ownership will only pass over to the User once full payment has been collected in cleared funds and completion of the Contract between you and Regency Chandeliers will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions in the Returns policy.
Non-acceptance of an order may be a result of one of the following:* The product you ordered being no longer available to order* Our inability to obtain authorisation for your payment* The identification of a pricing or product description error* You not meeting the eligibility to order criteria set out in the Terms & Conditions
If there are any problems with your order, you will be contacted by our Customer Services Representatives. We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Please do note that at the point of checkout confirmation you are directed to a secure transaction section – a relationship between yourself and our bank only – and at no time is Regency Chandeliers able access any of your payment details. Please see the section below entitled “Data Protection Security & Privacy”.
3.Payment on Point of Purchase
Our products are generally made to order. Regency Chandeliers will normally take full payment to commence the order. Our supplier/s will then receive instruction to manufacture the goods to your specification *Note: As the GOODS ARE MADE BESPOKE TO YOUR SPECIFICATIONS, SOME OF YOUR RIGHTS UNDER STANDARD UK LAWS (Consumer Rights Act 2015 and its predecessors, DISTANCE SELLING ACT and SALE OF GOODS ACT etc.) DO NOT APPLY. This is specifically relevant to cancellations, refunds and returns. It is strongly advised that you fully understand the full cancellation or refunds & returns policies before agreeing to the sites terms and conditions.
By sending payment (part or full) it will mean that you automatically wish to enter into a contract with Regency Chandeliers under all the terms and conditions including returns, cancellations and refunds policies as stated on this website. The contract will commence with Regency Chandeliers when your deposit (or greater sum) is paid, unless Regency declares at any time, by any communication method within the contract period, that the order has NOT been accepted (See point 1 “Specific terms relating to the Purchase of a product, Payment of, Purchase Price and Ownership of Goods”). In which case Regency will refund any amount owing to you (generally a full refund of your deposit amount paid).
If Regency accepts payment and does not inform the Customer of non-acceptance, a conditional sale will be underway. Regency Chandeliers will be obliged to fulfil the manufacture of the goods as per your order and the Customer is agreeing at initial entry into the contract that they will be obliged to pay any outstanding balance charges when the relevant time occurs as outlined in the order agreement including delivery (sometimes stated as ‘carriage’ or ‘shipping’) charges where it is applicable and stated. Please note Regency Chandeliers takes care to provide accurate information with regard to manufacturers lead time and delivery and will endeavour to do all it can to meet the estimated times. However, it will not be held in breach of contract or responsible for any liability or losses if the estimated deadline is not met.
The goods will remain the property of Regency Chandeliers until all outstanding payment parts (including where applicable, delivery and installation charges) are settled in full and the item has arrived at the shipping location provided. Note: it is the customer’s responsibility to check for any damage at the point of delivery. Please see the Returns Policy for more information.
4.Before you commit to the purchase
Upon agreeing to purchase you may have been sent a Quotation from one of our Sales team or chosen to purchase directly from the website which creates an Order automatically. Ordinarily, our Sales Team will contact you by phone or email to make sure the details of your created Order are both to your satisfaction or requires advice or guidance by our team, or you may have discussed a product(s) with our Sales team and they created a Quotation for you. Please note that it is your responsibility to check the Order is to the exact specification desired and all details are correct prior to payment. Even if your contact was by phone, we require a live email account that you can access as you will be sent an email detailing the Order with which you have 7 working days to notify Regency Chandeliers of anything which is not as expected. Specifically, the colours finish and dimensions (as well as the ability to install the item via sufficient gaps in doorways and staircases) should be carefully inspected. Regency Chandeliers cannot offer guarantees at any stage during the manufacturing process that configuration change is possible but will endeavour to do our best to accommodate any errors.
5. Final payment of the balance of your order and delivery
Once the goods are a few days from completion and due to be dispatched from the country of origin, Regency Chandeliers will contact you for the remaining balance (where applicable) including delivery charge. In most cases, a delivery date will be advised at this point.
All VAT prices shown are UK figures. UK current rate is 20%. We will endeavour to react to changes in this directive by UK Treasury by responding within a maximum of 5 working days of official notification. However, we will not be held accountable or liable in any way if this target is not achieved. For non-members product prices are listed inclusive of VAT (where applicable). For Trade members prices are initially listed excluding VAT (where applicable) and VAT is stated and calculated once the checkout process is initiated or a trade member logged in with the relevant account. VAT is calculated at the current rates and is correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered inclusive of VAT, plus delivery to your chosen shipping address.
If it so happens that during the course of an order duration (contract period) the VAT value should fluctuate (increase or decrease). The contract will continue using the rates as initially understood at contract start point.
8.Refusal of Transaction
We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion including but not limited to incorrect information including pricing. We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:* Register by providing at least: your real name, phone number, e-mail address, payment details and other mandatory requested information* Be over 18 years of age* Stipulate a delivery address (ideally but not necessarily) in the United Kingdom, Channel Islands, or Ireland. Please note that PO box numbers and accommodation addresses are not acceptable. And Regency Chandeliers reserves the right to insist on a suitable delivery site to accommodate the delivery vehicle. Possess a valid credit or debit card issued by a bank acceptable to us…* Or the use of Purchase Order numbers and bank transfers if accepted as a suitable business by Regency Chandeliers’ accountant representatives. Discontinued Products
From time-to-time our manufacturers discontinue ranges of products. If the User places an order for a product which is then found to be discontinued the user will be contacted by a Regency representative at earliest convenience and they will be advised of alternatives or offered a full refund. Regency will not be liable for any compensation in any way greater than a refund for the total sum paid by the user at the time of purchase.
Please note there are several important points regarding your commitment that we strongly advise you to read the Returns policy in full before Regency Chandeliers take payment for any goods. Payment taken will automatically enter you into a contract with Regency Chandeliers under all the terms and conditions including the Returns policy as stated on this website. Ex-display/shop floor, or warehouse clearance items – Sold as Seen
From time-to-time, we may wish to sell items from our physical stock, online. This is usually known as a ‘Stock or Warehouse clearance’, ‘Ex display offers’ or other such similar terms. When we list these products on our site, we differentiate them from brand new items by using the words “ex-display” (or similar) either in the title or the description and generally (though not necessarily) offer the product at a reduced price. As an item that has been out of its protective packaging, it is likely – though not always apparent – that some minor wear and tear will be visible and cannot be avoided. These constitute the likes of hairline scratches, a minor dent or very small chips. If we believe the product has any defects or issues which are likely to be cause for concern to the buyer, we will endeavour to point them out beforehand and describe them in the description of the item and mark the cost accordingly.
Important note: All items in the section Ex-Display (or any item which mention they have been shop on the floor or warehouse marked for clearance) are ‘Sold as Seen’. The buyer accepts that refunds and returns are not possible for a product unless a major breakage or defect (above what has been described earlier) was neither pointed out prior to purchase, or potentially occurred via delivery. See also the Returns Policy.
10.Data Protection, Security & Privacy
Regency Chandeliers is seriously committed to protecting your privacy and maintaining the security of any personal information received from you especially regarding payment. We strictly adhere to the requirements of the data protection legislation in the UK and have chosen to take the payment path away from our site for peace of mind and directly engage you with our trusted third party on the Global Payments payment gateway for their recognised strength in this area.
All payment transactions are securely handled by Global Payments system and at no time is our technology or staff privy to any full payment details that would deem a risk to the financial security of the User’s payment details.
By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number (though as previously stated not full details that would deem a financial security risk) or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
We reserve the right to keep relevant customer details (with the notable exception of full payment details – see above) on Regency Chandeliers’ ordering system and a digital and/or paper copy of your details at our Head Office until such a time we deem it suitable to destroy them. We will take all reasonable steps to ensure all information remains confidential within the eyes of the law.
11.The purpose of this statement is to explain to you what personal information we collect and how we may use it.
11.1 When you order, we need to know your name, address, email address and card details. This allows us to process and fulfil your order. You have the option to withhold personal information that is not required for the order process. IMPORTANT: THROUGHOUT THE ONLINE PURCHASE PROCESS AT NO TIME DO REGENCY HOLD OR SEE YOUR FULL PAYMENT CARD NUMBER AND DETAILS.
11.2 AT NO TIME IS REGENCY ABLE TO VIEW YOUR PASSWORD. You are sent an automated email when you sign up the contents of which no Regency employee or person associated with the design or hosting of the website can view. Subsequently, Regency Chandeliers can enter a new password on your behalf if you instruct which will immediately be obscured from visibility as it is entered and going forward. Alternatively, the User has the option to then change the password within My Account section.
11.3 We use your personal information to notify you of your purchase and to send you updates on your products and/or requested services. We will only contact you with your consent and an opt-out option will be provided.
11.4 We do not sell, rent or exchange your personal information with any third party for commercial reasons, beyond the essential requirement for credit/debit card validation during purchase.
11.5 We follow strict security procedures in the storage and disclosure of information that you have given us, to prevent unauthorised access in accordance with the UK data protection legislation. We do not collect sensitive information about you except when you specifically knowingly provide it.
11.6 We use a technology called “cookies” as part of a normal business procedure to track patterns of behaviour of visitors to our site. A cookie is an element of data that our Website sends to your browser that is then stored on your system. You can set your browser to prevent this happening. Any information collected in this way can be used to identify you unless you change your browser settings.
11.7 In order to process credit/debit card transactions, the bank or card processing agency may require to verify your personal details for authorisation outside the EEA (European Economic Area). Your information will not be transferred outside the EEA for any other purpose.
12. Product Options and Descriptions Including Lead times
12.1 Lead time
Generally, our lead times are conservative estimates given by the relevant manufacturer. However, as examples: due to popular demand, peak season, or configuration changes including non-standard finishes it is possible that the lead times may require extending and it is suggested that upon order completion you call or email our Sales team to give a more accurate reflection. In many cases, it is possible that our conservative estimates mean that we would be in a position to deliver earlier than predicted.
Each product purchased is sold subject to its Product Description. Please be aware that many items are available in a range of finish configurations e.g. sizes and materials used. If a user does not deliberately adjust these options via the selection boxes (drop-down lists) the default configuration is automatically selected when adding to the basket. The user has a chance to review and amend this selection as the detail description appears in the final Confirmation screen before committing to purchase. It is the full responsibility of the user to ensure that the configuration in the order placed is the correct and desired options before completing the (initial deposit) purchase process and the user will be held liable for any outstanding payments after confirming for the manufacture (if applicable) and delivery of the product in the configuration ordered.
12.3 Products and specifications
The dimensions given are written for your guidance. Before ordering, please ensure that there is adequate room to take the furniture and other products through any doorways and windows, taking note of any restricted passageways, stairs and awkward turns. Great care has been taken to ensure dimensions are accurate for each product however Regency Chandeliers cannot be held liable for any inaccuracies. If you do come across something that you know to be incorrect, we would love to have the opportunity to put it right. Please email firstname.lastname@example.org mentioning the product number and the issue.
13. Colours, textures & sample swatches
With best endeavours, it is Regency Chandeliers intention to supply accurate visual representations of colours e.g. finishes and material swatches, as true to the finished product as possible. However, due to vast differences in end-user display monitors, it is almost impossible to guarantee consistent reproduction. This is further exacerbated when trying to compare using printing because of an even greater range of inconsistencies with regard to desktop printers. Great care has been taken to display original state images from manufacturers where they have been supplied, although in cases where this is not possible, we go to great lengths to ensure that the images have been adjusted by experienced staff with high-end monitors and equipment to obtain as true a likeness as possible. Regency Chandeliers cannot guarantee that any colour or texture shown on the website will accurately represent the finished article. We advise that where critical, you contact us to obtain a sample swatch prior to ordering. Simply make a note of the product number and chosen swatch and email the details to our customer service team at email@example.com
Please do not rely entirely on the product images to reflect the default configuration description. From time to time Regency Chandeliers may choose to use images which we believe to be more desirable alternatives for certain products than the accurate reflection of the finishes and measurements shown. If Regency Chandeliers believes the user has reasonable grounds to claim that a website technical error occurred during the selection and purchase then Regency Chandeliers reserves the right to request all monies owed be settled whilst Regency Chandeliers technical team investigate and may or may not be refunded in part or whole subject to Regency Chandeliers conclusion. As an effort to eradicate such occurrences the User should notice that if the initial main image for the product does not reflect the default values, we will endeavour to bring it to the user’s attention within the product description so as not to deliberately misguide.
PLEASE NOTE: Regency takes all reasonable care to ensure that all details, including but not limited to: lead times, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order. Particular attention is drawn to the fact that many of the items for sale on the site are manufactured by non-UK based companies and therefore minor English translation mistakes may occur in the presentation details and particularly descriptions of some products. We endeavour to ensure that all issues are resolved before they are live on the site, however, we kindly ask you to tolerate minor instances of errors and help report perceived mistakes to our editor by emailing their whereabouts to us. With regard to lead times, Regency Chandeliers will not be held liable for any damages, losses or in breach of contract of sale if the lead time is not accurately reflected for any reason.
14. Return Policy
Please note there are several important points which we strongly advise you read below before we take payment for any goods. By sending payment (part of full) it will mean you automatically wish to enter you into a legal binding contract with Regency Chandeliers & Interiors under all the terms and conditions including returns, cancellations and refunds policies as stated on this website. The contract will be binding upon receipt of payment by Regency Chandeliers & Interiors unless the company declares at any time by any communication method that the order has not been accepted. In which case Regency Chandelier & Interiors will refund any funds owing – please see full Terms and Conditions.
14.1 Made to order items
We hope that you are delighted with your purchase from Regency Chandeliers & Interiors. However, if you would like to return an item because it is unsuitable please be aware that many products for sale are made to order for you and therefore cannot be returned once the items have been commissioned unless it is faulty or the company has made a mistake with the order. Your statutory rights are not affected, however please be aware that UK Office of Fair Trading laws and guidelines such as the Consumer Rights Act 2015 and specifically the Distance Selling Act and the Sale of Goods Act 1979, to clarify that standard return terms DO NOT APPLY when you enter into contract for an item which is made for you.
We feel sure you can understand that it is precisely because we offer such flexibility in finish options and rare crafted goods rather than mass manufacture, that it makes a product bespoke for you alone. And for that reason, we are subsequently unable to resell such individual items in your pre-configured state.
14.2 Ready-made items
You can return ready-made items bought online to us within 14 days. Your intention to return the item must be stated in writing or by emailing us firstname.lastname@example.org within 14 days. We recommend using a registered service when returning to us and retaining the proof of postage as we may require signed proof of delivery. Regency Chandeliers & Interiors is not responsible for returned goods being lost or damaged in transit. Goods must be returned at buyer’s costs in its original packaging, unused, and in the same condition as when we sent them.
Goods must be returned to the address below:’
Regency Chandeliers & Interiors
13 Rotunda Terrace
You will be reimbursed to the payment card with which you paid for the goods once the goods have been received.
Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods. If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item or deduct up to 70% of the original selling price from the refund amount.
Once the item has arrived back to our Warehouse for inspection and we are satisfied the item is in a re-saleable condition as expected we will refund the original payment method taken within 10 days if our terms are met.
If defects, damages, breakages or issues are found which we believe were not inherent when the goods arrived with the purchaser, we may deduct a reasonable sum from the refund in order to reflect the resale value and discount required.
Regency Chandeliers & Interiors does not accept any responsibility for the lost working time, loss of earnings or other such liabilities in the unlikely event of a delivery being incorrect, delayed or postponed.
To view all our terms and conditions of business, please visit; Terms and Conditions.
15.1 Made to order items
Please be aware that many of the products are made to order for you and we start the manufacturing process almost immediately using your payment in order not to delay the lead times. Once the manufacturing process is beyond the 7th working day (your statutory rights) from your Order acceptance you are NOT able to cancel this contract and you will be liable for the full balance of the item. If you are unsure as to whether an item is being made specifically for you please ask one of our Sales advisers before ordering.
To cancel an order please contact our customer service team email@example.com IMMEDIATELY. Please note that as per your statutory rights you are entitled to cancel this contract and receive a full refund no longer than 7 working days after the day on which your initial order is received with Regency Chandeliers unless delivered items are proved to be faulty or we believe Regency Chandeliers has made a mistake with the order.
16. Products faults, damage, shortages and order anomalies
Check for faults when DELIVERED.
On receipt of the goods, please note that it is your responsibility to check the goods for any faults, damage or shortages and record any problems on the delivery receipt. If the item is badly damaged, refuse it and contact us immediately. Any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible within 72 hours of receipt of goods by emailing firstname.lastname@example.org. Clear photographic evidence will need to be provided, showing the damage/fault and ideally any evidence of how it was likely to have been caused (tears to packaging etc).
Important note: in most cases, our delivery teams will be insistent that the items are inspected at the point of delivery before they leave – for their satisfaction of a good job as much as yours. As the customer will be signing to accept the goods are in perfect order it is much easier for any subsequent claim and speed of resolution if the delivery company is present and can witness any issues immediately and to aid the speed of resolution by immediately taking back rejected items. We understand that for larger projects it is sometimes preferable to store items until ready. However, if you choose to store the goods unopened you have a maximum of 48 hours in which to report any issues. If you find an issue regardless of packaging state that is outside the 72 hours from the delivery window, we cannot be held responsible and it will not be possible to pursue a subsequent claim. Your statutory rights are not affected.
If the made to order item has been damaged in the transportation to you and the damage is fixable, we reserve the right to fix or replace the products. We a family owned and run company and thus we aim to solve any problems with the utmost care as customers’ interest is most important to us.
Note for natural finished goods characteristics and colour variations.
Whilst every effort will be made at the time of purchase to colour match items (where more than one item in a range is ordered) we cannot be held responsible or guarantee there will not be minor variations in finish and colour.
17. The costs of return
17.1 We will pay the costs of return in the following cases:
-if the Products are faulty -if you are ending the Contract because we have told you of an upcoming change to the Product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so.
17. 2 In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
Unless otherwise agreed in writing the deliveries are only made to the ground floor. If you are interested in a white glove services please contact us directly.