Terms & conditions
Welcome to the Encompass Furniture Ltd terms and conditions of sale (“Terms”) which apply to your purchase of goods whether on our website, by email or by telephone. By placing an order to purchase goods you agree to be bound by these Terms all of which will form the basis of a legally binding contract between us and you if we accept your order. If you do not agree to be bound by these Terms you should not place your order.
We reserve the right to change, amend and/or update these Terms (including product information) at any time and any changes will be effective for orders placed after the change is published on the Encompassco.com website therefore you should refer to the Terms available on our website or request a copy from our customers services team every time you place a new order.
Where to find the information
- Checkout and Payment
- Goods information
- Security of shopping
- Cancellations, refunds and returns
- Contact us
1.1 ‘Order’ means: The request for Goods to be made or supplied
1.2 ‘Payment’ means The receipt of cleared funds into our account
1.3 ‘Working day’ means Monday – Friday 9am – 5pm
1.4 ‘Delivery Partner’ means – Any Encompass Furniture Ltd nominated courier or contractor
1.5 ‘Goods’ means the goods confirmed in your Order to be supplied to you by us.
2.1 Making your selection
2.1.1 Shopping online at Encompassco.com is a fast and secure process. When you have found Goods that you wish to buy, simply select an option/finish, if applicable, check the quantity is correct and click on the ‘Add to basket’ button to add the Goods to your basket (you will not have committed to buy at this stage).
2.1.2 You will have the opportunity to verify the Goods in your basket at any point by clicking the ‘Basket’ icon
2.1.3 You won’t have to buy the Goods in your basket and you can still amend your order at any point up until the “Confirm Payment” page. Should you wish to amend your selection, simply click on the ‘Basket’ icon and select ‘Edit Basket Contents’ where you will have the opportunity to remove or amend the quantity of the Goods selected.
Checkout and payment
3.1 To complete your purchases via our website:
3.1.1 If you are happy with the Goods that you have selected, please proceed by clicking on the “Go to Checkout” icon. Here you can check out as a guest or sign-up to create an account. When you click on the “Go to Checkout” icon you will need to enter your delivery address, billing address and contact details.
3.1.2 The ‘Confirm Your Order’ page will clearly show the total price of your Order including VAT and delivery. If you are satisfied that your Order is correct please confirm that you have read and understood our Terms and click the “Pay with Credit/Debit Card” button, “Paypal” , “Amazon Pay” or “Bank Wire Transfer”. By confirming acceptance of our Terms and proceeding to click the “Pay with Credit/Debit Card” or “Paypal” button you are authorising us to take payment of the full amount shown including any additional charges and delivery charges as detailed. If you choose to pay by “Bank Wire Transfer”, the Order will not be processed until the full funds have been received in our bank account. At this point you will be accepting our Terms.
3.2 To complete your purchase via telephone please contact our sales team on 02392 410045 (UK) or 00 44 2392 410045 (International) between 9.00 am and 5.30 pm Monday to Friday when one of our sales team will be pleased to take your Order.
3.3 To complete your purchases via email, please email us at email@example.com clearly identifying the Goods that you wish to order and a member of our sales team will contact you within 2 working days to confirm your Order.
3.4 We will take Payment from you at the time you place your Order; however, taking Payment does not mean we have accepted your Order. In the event that we do not accept your Order a full refund will be given as soon as reasonably possible (and in any event within 14 days of us informing you that your Order has not been accepted).
3.5 Order Acceptance
3.5.1 Your Order constitutes an offer by you to purchase the Goods from us in accordance with these Terms. You are responsible for ensuring that the contents of your Order are complete and accurate. Your Order shall only be deemed to be accepted by us when we have provided you with a written acceptance of your Order by email (unless you request an alternate form of written confirmation) at which point the contract between us shall come into existence.
4.1 We make every effort to ensure colours appear as realistic as possible. However, due to the constraints of digital reproduction on different web browsers and devices, we cannot guarantee exact colour depiction. Please be aware that the actual colour you see on the screen may differ to those of your ordered Goods. Every care is taken to ensure descriptions and measurements are accurate, however slight variations may occur. Packaging may vary from that shown.
4.2 For all Goods made from natural materials, such as leather or wood, it is not possible to guarantee the Goods supplied will have the same colour, shade and pattern or finish as shown on the website, due to the inherent nature of such materials. Also, we cannot guarantee to match Goods exactly which have been ordered at different times.
4.3 For glass items, any imperfection is to be considered as a distinguishing feature of craftsman work, which makes each piece unique. Glass undergoes a thermal treatment that may cause some very slight imperfections.
4.4 For some plastic items bubbles and moulding marks are part of the production process and are not to be deemed defective in any way.
5.1 All prices are quoted in British pounds sterling £ and are inclusive of VAT and delivery charges.
5.2 Whilst we try to ensure that prices shown at the time you place your Order are accurate, we reserve the right to make price adjustments if it is discovered that the price is incorrect or a particular item is no longer available at the price shown on your Order.
5.3 If the price for Goods you have placed an Order for is found to be incorrect we will contact you to inform you of the error at which point you will be offered the option of reconfirming your Order at the correct price or cancelling your Order for any incorrectly priced Goods with a full refund for those Goods.
Security of shopping
6.1 Data protection and privacy
6.1.1 We are committed to protecting your privacy. The information we collect about you in order to process your Order will only be used lawfully in accordance with the Data Protection Act 1998. We will not wilfully disclose any confidential information without your prior permission and your details will not be passed onto a third party for their use in promotional purposes.
6.1.2 We will not share any of your information with parties outside our organisation except to the extent required by law, police, court order or as requested by other government or law enforcement authority.
6.1.3 Your personal details may only be disclosed to other reputable third parties only for the purpose of processing your Order. We require all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection or Consumer Legislation.
6.2 Payment Security Protection
6.2.1 All credit/debit card payments are processed through Sagepay which utilises a 2048-bit SSL security system. The encompassco.com website has a certificate issued by GlobalSign guaranteeing that your transactions are secure.
6.2.2 Every time you enter an area of the site that carries or requires sensitive information such as your credit card details, an icon resembling a padlock will appear somewhere within the browser window dependant on the browser you are using and you will also see the address bar turn green. This indicates that the site is secure. You can click on the padlock to see more information.
7.1 In most cases the email confirming your Order will state your chosen method of delivery and the estimated production time for the Goods ordered. Please note that unless the Goods are in stock, the production time of Goods is in addition to delivery time.
7.2 We will typically send the Goods out to you within 1 to 2 working days of all Goods arriving with us.
7.2.3 If you have any questions please get in touch with us on 02392 412145 or email us at firstname.lastname@example.org
7.2.4 Please note our offices are closed on Saturdays and Sundays. For full opening times please see our showroom page or contact customer services for further information on 02392 410045 or email email@example.com.
7.3 Standard UK delivery
7.3.1 Standard delivery offers delivery of the Goods to the door of the delivery address you provide to us when you place your Order (if the destination is an apartment, flat or complex, the Goods will be delivered inside the entrance to the building where possible).
7.3.2 Our UK delivery partners for standard courier delivery are Kuehne & Nagel, DB Schenker and TNT Express and you can rest assured that your delivery is traceable at every stage.
7.3.3 All Goods purchased that are in stock will typically be sent out to you within 1 to 2 working days of acceptance of your Order.
7.3.4 Standard delivery does not include assembly or unpacking. Occasionally the delivery company may require assistance unloading larger items. If your order contains oversized, fragile and/or bulky orders your items will be delivered by our trained 2-man dedicated UK delivery team. This delivery method is determined by Encompass Furniture Ltd as we deem appropriate.
7.3.5 Your goods will be delivered to your room of choice.
7.3.6 We will contact you to arrange a suitable delivery date and time.
7.4 Delivery and Free on-site installation
7.4.1 Delivery and Free on-site installation service is available free of charge in “SE England” (Greater London, Kent, Sussex, Hampshire, Surrey, Berkshire, Buckinghamshire, Oxfordshire, Bedfordshire, Hertfordshire & Essex). Delivery and Free on-site installation service is only available for certain specified products including larger fire pits and some collections of furniture, as stated in product & delivery description (“install free of charge in the SE England). Free installation service includes installation of product, removal & recycling of packaging. On-site installation service is not free of charge outside the designated area (SE England). Should you require on-site installation of specified products outside this area (“SE England”), please contact firstname.lastname@example.org, and we will get back to you with a quotation.
7.4.2 We will contact you to arrange a suitable delivery date and time.
7.4.3 Delivery and onsite installation includes a delivery appointment, room of choice/area in garden of choice (subject to access), delivery, assembly, installation and removal/recycling of all packing materials. Please note: On-site installation is not available for beds, electrical products, and does not include electrical fitting for lighting, heating, drilling or hanging mirrors. All electrical products supplied by Encompass Furniture must be installed by qualified technicians only.
7.5 International shipping details
7.5.1 Delivery times are for UK mainland delivery. All non-mainland UK, Europe and Worldwide destinations will take longer.
7.5.2 Our standard shipping for in stock smaller Goods will typically be 2 to 9 working days from confirmation of your Order, whereas oversized, fragile and/or bulky items that are unable to be delivered by courier will typically arrive 4-6 weeks after they’ve been dispatched from us. Your order will be palletised and will travel by sea freight. Please note: Delivery times do not include the time it takes for your Goods to be made. The estimated production times are stated on our website or available from our customer services team and are in addition to any delivery time estimate provided.
7.5.3 We can also arrange a premium service on international orders offering a typical delivery time of 2 weeks. Your goods will be palletised and travel by air freight. Please note: Delivery times do not include the production time it takes for your Goods to be made and size restrictions apply.
7.5.4 International deliveries do not include customs & clearance fees, duties & taxes, road tax (applicable in Turkey) or quarantine and fumigation fees (mainly Australia) which are payable by the customer prior to their delivery. Failure to make payment will result in delays of which Encompass Furniture Ltd cannot be held responsible and ultimately the return of the Goods and further costs accrued. The customer is fully responsible for checking their country’s unique policies and rulings with regards to import. Encompass Furniture Ltd. cannot be held responsible for any costs incurred from the release of goods from any customs office. Preparation of export documentation can sometimes cause delays (approximately 5-10 working days) whilst goods are awaiting dispatch from the Encompass warehouse, we do our very best to keep delays to a minimum. Please note: all our international orders are shipped according to the Incoterms® 2010 standards.
7.5.5 On-site installation service is available for some products in the EU only – please contact our customer services team on 44 2392 412145 or email email@example.com for more information.
7.5.6 Unless otherwise agreed in writing, International deliveries are curb-side only and the delivery company will require assistance unloading larger items. This is with the exception of larger items to Brazil, Brunei, Nigeria and Chile, where we deliver to the port only; the customer will have to make their own arrangements for collection/delivery to their address.
7.5.7 If your Order is for multiple items, we will send these out to you in one delivery as soon as they all arrive at the Encompass warehouse and they have been quality checked.
7.5.8 For information on international destinations where shipping is available and an estimate of delivery cost / time for specific items, please contact our customer services team on 44 2392 412145 or email firstname.lastname@example.org for more information.
7.6 Delivery Address
7.6.1 You should be careful to check access to your property, as delivery is on the basis that you have checked the dimensions of each of the Goods ordered and you confirm that the Goods to be delivered will fit through all doorways, stairwells within the area of intended use.
7.6.2 If you need to amend the delivery address or time for delivery, please contact us as soon as possible as any changes made after the goods have been dispatched may be subject to an additional delivery charge up to the full amount originally paid for delivery.
7.7 Failure to deliver
7.7.1 We will not accept responsibility for Goods that are undeliverable due to insufficient access or for any reason that is not within our reasonable control (including your absence at the arranged time for delivery as notified by us or our delivery partner).
7.7.2 You agree to pay our reasonable costs associated with storage and redelivery due to the circumstances set out in 7.7.1 as set out above.
7.7.3 Please note: once the Goods have been delivered to you, risk in the Goods passes to you and you will be liable for any subsequent damage or loss to the Goods.
8.1 Free storage is available in the Encompass Furniture Ltd warehouse for a period of four weeks from the date of delivery into our warehouse. If your Order is for multiple Goods, the four weeks free storage will not commence until we have received all Goods ordered.
8.2 If storage is required for longer than the free four week period calculated in accordance with clause 8.1, a storage fee of 2% of the total Order price will be payable each week. Please note. Each part week will be calculated as a full week.
Cancellations, Refunds and Returns
9.1 Amending your Order
9.1.1 If you would like to add Goods to an Order you have already placed, please place a new Order for these items.
9.1.2 If you need to change details of your delivery address or amend a delivery time, please contact our customer services team on 02392 412145 (UK) or 0044 2392 412145 (international) or by emailing email@example.com
9.2 Goods made to order
9.2.1 All Goods that are ‘made to order’ are clearly labelled as such on our website.
9.2.2 Goods that are clearly labelled ‘made to order’ are excluded from our standard cancellation policy and therefore we will not ordinarily be able to change such orders, make a refund or exchange any ‘made to order’ item and therefore you should only place your Order if you are sure that the item and finish is right for your needs. This does not affect your statutory rights.
9.2.3 Goods that are ‘made to order’ that are found to be damaged upon receipt or faulty should be returned via our standard damaged goods returns policy in accordance with clause 9.6
9.3 Right to cancel, standard items
9.3.1 You have the right to cancel your Order within 14 days without giving any reason.
9.3.2 The cancellation period will expire after 14 days from:
188.8.131.52 In the case of an Order for single Goods on the day which you or a third party other than our standard carrier and as indicated by you acquires physical possession of the Goods;
184.108.40.206 In the case of a contract relating to multiple Goods ordered in one Order and delivered separately, the day on which you acquire or a third party other than our standard carrier as indicated by you acquires physical possession of the last Goods to be delivered.
9.3.3 To exercise your right to cancel, you must inform us of your decision to cancel by contacting us by email at firstname.lastname@example.org or by telephone on 02392 412145 (UK), 00 44 2392 412145 (International). You may use the Encompass Furniture standard model cancellation form which can be obtained via request from Encompass Furniture but this is not obligatory.
9.3.4 To meet the cancellation deadline, it is sufficient for you to send your communication, confirming your exercise of the right to cancel before the cancellation period has expired.
9.4 Effects of cancellation
9.4.1 If you cancel your Order, we will reimburse the Payment received from you, including the cost of delivery (except for any supplementary costs if you chose a type of delivery other than our standard delivery offered). We may make a deduction from the reimbursement paid to you for loss in the value of any Goods supplied, if the loss is as a result of unnecessary handling by you.
9.4.2 We will make the reimbursement without undue delay, and not later than:
220.127.116.11 14 days after the date we receive back from you any Goods supplied; or
18.104.22.168 14 days after the day you provide evidence that you have returned the Goods; or
22.214.171.124 If there were no Goods supplied, 14 days after the day on which we are informed about your decision to cancel your Order.
9.4.3 We will make the reimbursement using the same means of payment you used for the initial transaction.
9.5 Returns procedure for items that are non-damaged/faulty
9.5.1 Following receipt of your written notice confirming your right to cancel, the Goods must be returned unused, and in a fully resalable condition in their original packaging without undue delay and in all circumstances no later than 14 days after the day you have informed us of your decision to cancel. Please also provide your Order reference when returning Goods. Goods are returned at the cost of the customer.
9.5.2 Where Goods are large or fragile (as determined by Encompass Furniture Ltd) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of delivery (up to 15% of the total Order value) onto you.
9.5.3 If the Goods being returned are damaged in transit due to careless packaging by you, we reserve the right to deduct an amount for lost value from the amount refunded up to the full value of the Order. If you would like us to arrange collection of your Goods, please contact email@example.com or by telephone on 02392 412145 (UK), 00 44 2392 412145 (International) for further information.
9.5.4 In all cases the Goods must be adequately packed and in the original packaging to prevent damage. You must write the original Order number clearly on the packaging.
Returns address and contact details:
Encompass Furniture Ltd – Distribution Centre
Unit 7 Durban Road
South Bersted Industrial Estate
Tel: 02392 412145 (UK) or 00 44 2392 412145 (INTL) – (Monday to Friday 9am-5.30pm)
9.5.5 Please note that it is the customer’s responsibility to check that the courier service they use for the return of any item accepts all materials enclosed therein. For example, Royal Mail do not accept batteries in their packages so any batteries will need to be removed prior to postage otherwise the package will be destroyed by Royal Mail.
9.6 Returns procedure for goods that are faulty / damaged or incorrectly supplied
9.6.1 If the Goods supplied are damaged / faulty or not as ordered please contact our customer services team for further advice as detailed above.
9.6.2 If you are returning your Goods because they are damaged / faulty or have been incorrectly supplied by us, no collection fee will be charged.
9.7 Cancellation by us
9.7.1 We reserve the right to cancel the Order between us if:
- We have insufficient stock to deliver the Goods in your Order;
- We do not deliver to your area;
- The manufacturer has discontinued the Goods ordered.
10.1 Force Majeure
10.1.1 We reserve the right to cancel, vary or suspend the operation of contracts of sales if events occur which are beyond our control including (and without prejudice to the generality of the foregoing) fire, floods, storm, plant breakdown, lock-outs, riots, industrial action which prevents entry to premises, hostilities, non-availability of materials or supplies or any event outside the control of Encompass Furniture Ltd and we shall not be held liable for any breach of contract resulting from such an event.
10.2.1 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 of the Terms but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract
10.2.2 If we are installing the Goods in your property, we will make good any damage to your property caused by us or our appointed third party installer in the course of the installation. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of installation.
10.2.3 We only supply the goods for domestic and private use. You agree not to use the Goods for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
10.3 We do not exclude or limit in any way our liability for:
10.3.1 death or personal injury caused by our negligence or the negligence of our employees, agents or third parties appointed by us;
10.3.2 fraud or fraudulent misrepresentation;
10.3.3 breach of the terms implied by section 12 of the Sale of Goods Act 1979 and by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
10.3.4 breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 and sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
10.3.5 Defective Goods under the Consumer Protection Act 1987.
10.4 Copyright Statement
10.4.1 This website is owned and operated by Encompass Furniture Ltd. All content including pictures, designs, logos, photographs, written and other materials on our website are copyrighted. All worldwide rights are reserved. Any reproduction in whole or in part of our website is strictly prohibited without prior written permission of Encompass Furniture Ltd.
10.4.2 Please be aware that each of the various trademarks, product names etc. represented on our website is the property of their individual owner-companies.
10.5.1 Unless otherwise expressly stated in these Terms, all notices from you to us must be in writing and sent to our registered business contact address at:
Encompass Furniture Ltd.
The Pool Room
All notices from us to you will be displayed on our website from time to time and available from our customer services team. We will always endeavour to keep you informed of any notices that affect your Order.
10.6.1 If any part of these Terms is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these Terms will not be affected.
10.7 Governing law
10.7.1 These Terms are governed by English law; you agree to submit to the non-exclusive jurisdiction of the English courts in relation to any disputes arising under or in connection with these Terms or the contract between us.
10.8 Entire agreement
10.9 Recycling of electrical and electronic equipment
10.9.1 Since 1 July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations Electrical and Electronic Equipment (WEEE) Regulations allows members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge.
We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy new electrical or electronic Goods from us. There is a standard charge of £15.00 for each item that is taken away by us.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. Goods are marked with this symbol to show that they were produced after 13 August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
11.1 Customer Services: firstname.lastname@example.org
Encompass Furniture Ltd
The Pool Room
Phone: Tel: 02392 412145 (UK) or 00 44 2392 412145 (International)
11.2 Complaints and Compliments
11.2.1 We hope that you are pleased with any Goods or service you receive from Encompass Furniture Ltd but if there is something you are unhappy with, we welcome your feedback and would like the opportunity to put matters right.
Please contact email@example.com or telephone us on 02392 412145 (UK) or 00 44 2392 412145 (International) so we can agree a course of action.
We are proud of our team and would be very pleased to hear from you with any positive feedback regarding things we have done right. The feedback will be passed on to the relevant department and the staff members involved.