Terms of service

TERMS & CONDITIONS

The following Terms and Conditions apply only to orders placed via the Connollys of Moy website or via telephone orders placed directly with ourselves. These Terms and Conditions do not apply to any other selling platform that Connollys of Moy may sell on.

Your continued use of this website constitutes your agreement to be bound by these terms and conditions which shall also govern all transactions on the website or over the telephone to the exclusion of any other terms and conditions.

Connollys of Moy reserves the right to change these terms and conditions on occasion without notice to you and any changes will take effect on the day they are posted. Any changes will be posted on this section of the website so please ensure you keep up to date with changes and read the terms and conditions carefully.

By completing an order on our website or via telephone, you agree and accept our terms and conditions. Before you place an order, if you have any questions relating to these terms and conditions please contact our Online team by emailing sales@connollysofmoy.com or calling us on 028 8778 9244, we will be more than happy to help.

PLACING AN ONLINE ORDER

Our website offers information on our products and the ability to place your order of such products. It is vitally important that you carefully read all product specifications and descriptions before ordering to ensure you have measured your space correctly and are sure of the product you are going to order.

Order acceptance will take place only when we confirm your order via email (or via verbal confirmation on the phone if a phone order is placed), unless you cancel your order in accordance with our terms as below, or we do not accept it or later cancel the order in accordance with our terms below.

Once you are happy with your order and have selected the right colour/size etc you will then be taken to our cart where you can pay via card, PayPal or via our finance provider. For card payments it is very important that you ensure your billing address is correct. If your billing address is not correct, then payment will not be taken and your order will not be authorised.

We reserve the right to not accept your order or to cancel your order if any of the following apply:

  • We have been unable to process your payment, or a bank or merchant service provider later cancels payment (this includes if your billing address is incorrect).
  • Payment has been made fraudulently or by illegal means.
  • The goods are unavailable from our stock.
  • The item/s are no longer available from the manufacturer.
  • We have made an error in pricing or product description.
  • We do not supply to your address.
  • If you believe that your order has been cancelled unfairly or cancellation has occurred for any other reason than of those stated above, then please contact us.

We can stop providing a product. We let you know as soon as possible in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you for a product and claim any compensation due to us if:
You don’t make any payment to us when it’s due and you still don’t make payment within 4 weeks of our final reminder to you that payment is due;
You don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
You don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us, we treat your order as cancelled and refund the purchase price.

DELIVERY

Please note that at this time we only deliver to Northern Ireland and the Republic of Ireland.

  • It is your responsibility to check that there is suitable access to your property, if the courier cannot access your property and consequently the items are not delivered, we cannot be held responsible for this.
  • From time to time there can be delivery delays. We know how disappointing this can be and we will do our utmost to ensure this does not occur. If there are known delays with your order we will try to call using the number provided and failing this we will email you. Connollys of Moy will not be liable for any late or missed delivery or any loss of earnings.
  • You must provide us with working contact details so that we can contact you on the delivery date, failure to do so can lead to delays with your delivery. If we request updated contact information and we do not hear back from you within 4 working days we reserve the right to cancel your order.
  • Please note that for finance orders, the products must be for your own use.
  • You must check your order confirmation email to make sure we have your correct delivery address. If your delivery address is incorrect you must inform us before dispatch has occurred. If you do not inform us before dispatch has occurred this will cause delays and could lead to an additional charge/return cost.
  • You must provide us with directions if your address is difficult to find.
  • For security reasons, a signature is required upon receipt of your order. If you cannot be in for your delivery you must let us know straight away. If you cannot have an authorised adult available at your property to sign for the delivery and a neighbour is not available for some couriers items can be left safe, however this has to be requested by the customer and then confirmed by Connollys of Moy, without this confirmation orders cannot be left safe. We request confirmation be sent via email form. If the customer has requested for items to be left safe the customer is liable for any loss/theft.
  • Once the goods have been delivered to your specified shipping address, you become the owner and are responsible for those goods. From the point of acceptance of goods, they will be at your risk which means you will be held liable for any subsequent damage, loss or destruction.
  • Should you fail to be in for your delivery on 2 or more occasions a redelivery fee will incur before the next attempt can be made. After 3 delivery attempts the items will be returned to us by our courier and you will be charged for the delivery.


COOLING OFF PERIOD (APPLICABLE TO ONLINE ORDERS ONLY)

Under the Consumer Rights Act of 2015, you are entitled to cancel your contract, but only if you exercise this right no longer than 14 days after the day on which goods are received. This is the statutory cooling off period. After this period has expired there is no right to cancel. Items cannot be returned or cancelled after the 14-day cooling off period unless the item is confirmed as being defective.

Please refer to the delivery section above on made-to-order items which will state if you are unable to cancel the item if you change your mind. This applies to some made-to-order items listed on our site.

The 14 days cooling offer period enables you to inspect the goods and to verify your choice. As such it is not a period where you can or should make normal use of the furniture, the furniture must be ‘as new’ condition. If you do use the furniture and then wish to return the items within 14 days we may require an additional payment from you to reflect the deterioration in the condition of the furniture since it has been in your home and to reflect that the item will be ‘returned stock’. The payment will be evaluated on a case by case basis and will be advised at point of cancellation.

Under UK law, the statutory cooling off period excludes the below:

  • Bespoke items. These are goods that have been ordered to the unique and exact specifications of a customer.
  • Pillows or mattress protectors that have been taken out of their sealed packaging.
  • Mattresses or divans beds that have been used.
  • Self-assembly items that have been damaged during assembly.
  • Semi-fitted wardrobes assembled by us will warrant a variable cancellation charge on a case by case basis.

In order to exercise the right to cancel, you must inform us in writing via email including your order number as part of your correspondence. You may also call to discuss cancellation however you will need to follow this call up with an email confirming. The cancellation is effective from the date you send us the email.

If you decide to cancel after receipt of the items, you are responsible for returning the goods to us in new condition. You are the owner of the furniture once it has been delivered to you. Failure to take reasonable care of the goods may result in a claim against you. To minimise this risk, please ensure that you pack the goods exactly as received when you return them to us to prevent any damage during transportation.

If you cancel/return your order we will refund the price you paid for the items. Note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in one of our stores or if the returned goods have not been looked after by you with reasonable care and are not in the condition that they were in when they were delivered to you, we reserve the right to deduct from your refund any loss of value to the goods as a result of your use or damage. We cannot refund or accept delivery charges or any responsibility for additional cost such as professional assembly or further delivery cost/service outside of those offered by our company.

Please note we can only issue a refund to the same payment method originally used. If you change your payment method, or the used payment method is no longer valid you will need to resolve this with your bank. Refunds will be made to a credit or debit card or PayPal and may take up to 10 working days depending on your bank. For further clarification on timings, please contact your card issuer.

Important - Please note that under the Consumer Contract Regulations a tailor-made to order item, once ordered, cannot be cancelled if you change your mind either before, during or after delivery.

We do understand that there may be occasions where things change and at our sole-discretion only, we will consider a cancellation of the order, but there would be a deduction from the order of 40% of the item's purchase price, plus any costs for its collection and / or return (if it has already been delivered, or a delivery has been attempted to you or the item has been given to the courier for a delivery to you). These costs are the minimum that would be charged and would be deducted from your refund.

The cancellation notice must be received by us either before your delivery or at the very latest within 14 days of the receipt of your order and the goods must then be returned by you within a further 14 days. Please note the cancellation charge applies even if you cancel before you receive your order.

Please also note that in addition to this - for mattresses - once the protective wrapper has been removed from the mattress, these cannot be returned if you then subsequently change your mind about the item.

RETURNS / CANCELLATIONS POLICY

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

Unfortunately, we can’t accept returns for products sealed for health protection or hygiene purposes such as mattresses, mattress protectors, bedding, pillows or other such items once these have been unsealed after you receive them.

You have to return your product (and any free gifts provided with it) soon after telling us you have changed your mind.

Returns are at your own cost, you can:

  • Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.
  • For a fee of £200 + VAT ask us to organise a collection for products which can’t be posted, please contact our Customer Service Team.
  • Please note that large item returns only go to our warehouse and we can’t accept these returns at any other location.
  • If you handle the product in a way which would not be acceptable in a store environment, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, if fire safety tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.


HOW LONG WILL MY REFUND TAKE?

If we have been unable to resolve your problem for you or if you simply want to return the items a refund will be processed as soon as the items are received back with us (typically 3-5 working days).

SUMMARY OF YOUR KEY LEGAL RIGHTS

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • 30 days up to six months: you must give us an opportunity to repair or replace your goods. If your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  • Six months up to six years: you must give us an opportunity to repair or replace your goods, and the burden of proof is on you to prove the product is faulty. If your goods can’t be repaired or replaced, then you’re entitled to a partial refund, in most cases.

For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

PRICES & PAYMENT

  • All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered, plus any delivery charges. Our VAT number is GB109339415
  • We accept the following payment methods: credit cards (Visa, MasterCard, American Express or Debit cards only), BACs transfer into our account, PayPal and ShopPay.
  • Our prices are subject to change without notice, therefore we cannot guarantee our prices for any duration. Once an order has been placed and goods received we are not obliged to offer compensation for any price changes which happen thereafter.


VAT EXEMPTION

If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT free price.

To qualify you must complete and sign an Eligibility Declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration.

PROMOTIONS

  • Coupon Promotions: Cannot be used in conjunction with any other promotion or coupon code. Cannot be redeemed retrospectively and no cash alternative is available. Connollys of Moy reserves the right to withdraw the promotion at any time if it is subject to misuse.


CONTENT & COPYRIGHT

  • We take all reasonable care to ensure that all details, descriptions, dimensions, images and prices appearing on the website and in emails/calls are correct. From time to time there may be small errors and any errors shall be subject to correction without liability.
  • A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Where our products are handmade, all sizes, dimensions, and measurements can vary slightly but will not affect the operation or intended use of such products.
  • All content on our Connollys of Moy site, including descriptions, pages and images, is protected by UK copyright law. Anyone found to be using this content without our permission will be asked to remove it and could be prosecuted.