Terms and Conditions
Product and service details
We reserve the right to change any services, product prices, product specifications and availability at any time. All prices and descriptions supersede all previous publications. All sizes are approximate. We cannot guarantee that colours and details in images are accurate representations of the product.
Stock availability information on the website is the latest updated record but may not be totally current and does not guarantee that stock is available. Delivery dates and stock due-in dates do not form part of any contract with us and we cannot be held liable for any losses whether direct or indirect if your order is delayed or not delivered by any dates that may have been given by us.
Our products are intended for use in a domestic private residential setting only and we provide no guarantees for their suitability outside of this. In particular we do not provide any guarantees if they are used in a commercial, public or contract environment.
The products we sell are for consumers for general domestic use only and must be used for the intended purpose. All products carry a first year manufacture's guarantee. However, this does not cover accidental damage or misuse of the item. If the product is taken outside of the UK it will invalidate the guarantee.
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly.
This right is limited to 30 days from the date you buy your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period.
While we make every attempt to make a successful delivery to you on the agreed time and date, should the delivery fail due to a failure on the customer's part, re-delivery may incur a further delivery charge being applied.
Your order represents an offer to us to purchase a product which is accepted by us when we send an email confirmation to you that we have despatched that product to you. That acceptance will be complete at the time we send the despatch confirmation email to you. Any products on the same order which we have not confirmed in a despatch confirmation email to have been despatched do not form part of that contract.
The company shall under no circumstances be held liable for any losses special to the particular circumstances of the customer, indirect or consequential losses or for loss of profits, damage or property or wasted expenditure.
Your debit or credit card is charged for the whole amount of the order when the order is created. The card may be immediately refunded for the value of any items cancelled on the order at any time up until when we despatch the items to you. If the entire order is cancelled and no items are despatched then any charge for handling and/or delivery will also be refunded.>
You agree that we may use personal information provided by you in order to conduct appropriate anti-fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
The personal information that dwell collects from you is used to operate our business and improve our service to customers.
We use your data to fulfil your orders and to provide you with information about our products and services.
Please open and check your order within a reasonable time (usually 5 days) from receipt of goods and inform us of any transit damage problems immediately. All items and parts of items must be checked for any damage prior to assembly.
For more information, please visit our returns page.
Please note: We do not accept returns if you’ve simply changed your mind about the product you purchased, unless you placed your order through our website. If the Consumer Contract Regulations apply, you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days, starting on the day after the date of delivery. A collection fee of £35 will be applied.
If a product is being returned as unwanted you must notify us within 14 days of receipt of the unwanted product. It must be returned in an unused condition, which includes being in the original, unmarked and undamaged packaging. Unwanted items must not have been used or assembled in any way. We retain the right to refuse a refund on any item found to have been used.
Ex-display or clearance products – see showroom page for clearance locations
Clearance or ex-display products are only available in selected dwell showrooms. Items must be fully inspected prior to purchase. Discount is based on the condition of the item. These items are not available for home delivery.
Refunds are processed upon receipt of the products back at our distribution centre or your nearest dwell showroom. Refunds can only be made to the card used to make the original purchase. Should the item have been purchased using a dwell gift certificate, the amount being refund will be re-issued as a new gift certificate. If your item was been purchased with cash, the refund will be made by cheque.
For more information, please visit our returns and refunds page.
Sometimes we are able to resolve your issue by repairing the product in your home. To do this we work with several furniture repair companies who will endeavour to complete a home visit within 14 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault we will instruct the company to go ahead and repair or, alternatively, replace the faulty product.
Disposal of damaged products
Please do not dispose or attempt to repair a damaged item until you have spoken with one of our Customer Care team members and we have agreed in writing, usually by email, that it is okay to do so.
We offer a 15-year guarantee on our sofas against manufacturing defects on the construction of the frame and frame springs. We also cover your sofa for 2 years against any defects which may arise under normal use and through faulty factory workmanship, including sofa bed and recliner mechanisms. We offer a 2-year guarantee on all occasional, dining and bedroom furniture under normal use. Mattresses have a 2-year guarantee under normal use. Guarantee starts from the day of delivery.
This does not affect your statutory rights.
For more information, please visit our guarantee page.
Damaged or faulty products
If your purchase arrives damaged or is faulty please contact our Customer Care team on 0345 675 9090 within 30 days of receipt of your products. Our Customer Care opening times can be found here. Alternatively you can email us at [email protected]
If a repair is required, this will be carried out within a reasonable time (usually within 28 days). Refunds will be issued in reasonable time (usually within 7 days) after satisfactory receipt of the returned products.
None of the above affects your statutory rights.
If you are unhappy with how your interest-free credit was completed.
If we fail to resolve your interest-free credit complaint you may be entitled to refer it to the Financial Ombudsman Service. Coin Furniture Limited (trading as dwell) is authorised and regulated by the Financial Conduct Authority in relation to credit broking.
If you are unhappy with any aspect of your furniture
Please contact the showroom where you placed your order. They will be able to help and if necessary be able to use the dedicated service upholstery team to resolve any issue you might have.
If you remain unhappy after following the process set out above, you may wish to refer it to the Furniture Ombudsman who is an independent organisation that provides Alternative Dispute Resolution services. Our Customer Care team will write to you with their contact details or you can email them direct at [email protected]
Offers, vouchers and discounts
When/if offers, vouchers or discounts are available, the following terms and conditions apply:
- Unless specified, offers / discounts / vouchers cannot be used in conjunction with any other offer.
- No cash alternative is available for all or part exchange of the voucher.
- Offers / discounts / vouchers are non-transferable.
- Offers / discounts / vouchers may be restricted to a specific showroom or showrooms. This will be detailed at time of issue.
- Promotional offers / discounts / vouchers cannot be used to purchase gift certificates, clearance items or delivery services.
- Discount or offer prices will be given at the point of sale or at the checkout stage online at dwell.co.uk.
- Coin Furniture Limited, retains the right to withdraw all offers relating to offers / discounts / vouchers at any time and for any reason.
- Only one offer / discount / voucher per order.
- Offers / discounts / voucher offered in sign-up promotions must have a valid email and postal address.
*£40 off your order when you spend £150 or more. Limited to first purchase only once an account has been made. Offer code can only be used once and is an online exclusive code. Cannot be used in any of our showrooms or in conjunction with any other offers.
Virtual shopping experience
*£50 off your order when you spend £250, can only be redeemed on a wishlist created during the Virtual Shopping Experience. Must be redeemed within 2 weeks of the appointment and with the store colleague and cannot be used online.
- Employees of Coin Furniture Limited and their associates, friends and family are not eligible for entry into prize draws.
- Closing date for entry into competitions will be specified on in-store marketing, the website and social media.
- Date of the draw will be announced through the website and/or social media depending on the competition.
- Incorrect and incomplete entries will be disqualified.
- No purchase necessary unless the competition states otherwise.
- No correspondence will be entered into, the decision of dwell is final and we reserve the right to withdraw this competition at any time.
- Entry implies acceptance of rules as final and binding.
- Prize is non-transferable and no cash alternative is offered.
- Competition winners will be notified by email, social media or phone call.
Trademarks and copyright
All content included on the website, such as pictures, text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Coin Furniture Limited and is protected by United Kingdom and international copyright and database right laws. The compilation of all content on this website is the exclusive property of Coin Furniture Limited and is protected by United Kingdom and international copyright and database right laws. All software used on this website is the property of Coin Furniture Limited and is protected by United Kingdom and international copyright laws.
You may not systematically extract and/or re-utilise parts of the contents of the website without dwell's express written consent. You also may not create and/or publish your own database that features substantial (e.g. our prices and product listings) parts of this website without our express written consent.
dwell is a registered trademark of Coin Furniture Limited in the European Union and/or other jurisdictions. dwell's graphics, logos, page headers, button icons, scripts and service names are the trademarks or trade dress of dwell. dwell's trademarks and trade dress may not be used in connection with any product or service that is not dwell's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits dwell.
dwell reaches out to social media users to seek their permission to feature their content on our various sites, social channels, and various promotional materials. Read the full terms and conditions for user generated content here.
THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.
The company shall under no circumstance whatsoever be liable for losses special to the particular circumstances of the customer, indirect or consequential losses or for the loss of profits, damage to the property or wasted expenditure.
Dimensions and capacities given are approximate only.
Colour reproduction is as accurate as photographic and printing processes will allow.
The rights to all photography are owned by Coin Furniture Limited. Reproduction of any material without written permission is forbidden.
How are we helping?
In the UK, distributors and retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).
To find more information on recycling and to locate your nearest recycling centre please visit the Recycle More website.
Many electrical items can be repaired or recycled, if you do not recycle it will end up in landfill where it can cause soil and water contamination. Old electrical equipment that can be recycled is marked with a crossed-out bin symbol. DO NOT throw any electrical equipment marked with this symbol in your bin.