Terms & Conditions
Terms & Conditions
If you would like a printed copy of our Terms & Conditions please contact us by email or by writing to us, you will find our contact details here. These Terms & Conditions are subject to changes and may change at any time without prior notification.
Please note we do not share details with any 3rd parties.
Pronto Beds Terms and Conditions, from January 2023
1. GENERAL
• 1:1 These terms and conditions (“Conditions”) apply to all orders placed online at sales@pronbtobeds.co.uk (our “Website”) and orders placed over the telephone.
• If you do not agree with any part of these terms and conditions, you should stop using the website immediately and don’t place an order with Pronto Beds
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• 1.2 By placing an order with us you are agreeing to abide by these Conditions. Please read them carefully and contact our Customer Service team using the details set out below if you have any questions.
• 1:3 Please note that Conditions do not affect your statutory rights as a consumer.
Other copyrights:
• 1:4 Many branded products are sold via this website. Any image, logos and trademark associated with these products are the sole property of their respective companies.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
• 2:1 We are The Pronto Bed Company Ltd, a company registered in England and Wales (referred to as “we”, “us”, “our” in these Conditions). Our company registration number is 5391310 and our registered office is at Causeway House.1 Dane Street Bishops Stortford Herts CM23 3BT Our registered VAT number is 213771675
• 2:2 You can contact our Customer Service team by email at sales@prontobeds.co.uk or by telephone on 01279 4248 49 on Monday – Friday (9am – 5.30pm, or Saturday (9am – 4.30pm).
• 2:3 If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
3. ORDERS – MAKING A CONTRACT WITH US
• 3:1 When you place an order with us, you are making an offer to buy our products (“Products”). We will send you an email to confirm that we have received your order. Please note that your order has not been accepted and confirmed until you receive the confirmation email from us. You are at least 18 years old. You have provided accurate details about yourself including your name, address, payment details and a contact number in which you can be reached. (online)
• 3:2 The confirmation email is our acceptance of your order, and it is at this point that a contract has been entered into between you and us. If there are any errors on the confirmation email you must inform us as soon as possible for this to be rectified.
• 3:3Responsibility for checking the dimensions of the bed or mattress lies solely with you the customer we (Pronto Beds) cannot be held responsible for you the customer ordering the incorrect size or not checking the dimensions before purchase
• 3:4 If we are unable to accept your order, we will inform you of this and will not charge you for the Product (or we will refund any amount already paid by you for the Product). This might be because the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline you have specified.
• 3:5 To place an order with us, please follow the step-by-step guide on our Website or contact our sales team who will assist you or place the order over the telephone.
3:6 Please note that we only accept orders for delivery within the UK.
3:7 If there are any problems with your order, we aim to contact you as soon as we can.
• 3:8 If you wish to make a change to the Product you have ordered please contact us immediately. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 11).
4. OUR PRODUCTS
• 4:1 For the purposes of these Conditions, our Products can be categorised as either a “Made to Measure Product” or a “Standard Product” based on the following descriptions:
“Made to Measure Product”: any Product that is not a stock item and is made to your specific requirements, including but not limited to special sizes or items that are made to non-standard specifications.
“Standard Product”: any Product which is listed on our Website and is made in accordance with our standard materials and specifications from time to time.
• 4:2 All images of Products displayed on our Website are for illustrative purposes only. We have made every effort to display the colours and specify the sizes, weights, dimensions and measurements accurately, however some Products may have small variations, including but not limited to, in ticking and colour.
• 4:3 Goods are sold on the understanding that there might be small variations in the ticking and colour to what is stated in the product specifications in accompanying images. Icons used to illustrate colour choices or storage configurations are to be treated as representative only not exact depictions.
• 4:4 If you order a Made to Measure Product from us, you are responsible for ensuring that the measurements and specifications that you provide are correct. We will not accept any liability in respect of any Made to Measure Product if the information provided by you is in any way incorrect or inaccurate.
• 4:5 Please note that, due to the nature of mattresses being handmade and containing many individual components (whether the mattress is a Made to Measure Product or a Standard Product), we are unable to guarantee that the mattress will comply with the exact measurements you have provided (if it is a Made to Measure Product) or the measurements listed on our website (if it is a Standard Product). Accordingly, you acknowledge that it is necessary to allow a +/- tolerance of 3cm in the depth, width and length of a mattress and you shall not be permitted to reject any mattress where the actual dimensions of such mattress are within 3cm on each side of the measurements which you provided to us or which were set out on our website. Please also note that mattresses can take up to 3 months to settle and take their final shape.
• 4:6 Please see clause 11 for information on cancellation rights and Made to Measure Products. It is important that you are happy with the Made to Measure Product(s) that you are purchasing as they are non-returnable and non-refundable (unless they are faulty or misdescribed).
• 4:7 Occasionally the manufactures may change the fabric cover without warning, this may mean the fabric on the mattress is different from what you see on the image, as this will not affect the quality or durability of the product.
• 4:8 Where information is given on a mattress on the tension or feel this is given as a rough guide as a mattress comfort is personally to each individual. As height weight and body shape takes a part in how a mattress feels. We cannot accept items back if you do not agree with the descriptions stated on the product.
• 4:9Items described as divan sets or divan beds does not include a headboard or drawers as standard even if one is depicted in the image, in addition pillows, bedding, bedside table or any other items in the image are not included unless otherwise stated.
• 4:10 In the event of a product that is displayed with an incorrect price we reserve the right to cancel the order.
• 4:11 If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you
• 4.:12 Any errors that have been made in the description of our Products will be rectified as soon as possible.
5. PRICE AND PAYMENT
• 5:1 The price of the Product (which includes VAT) will be the price as told to you over the telephone or as set out on our website. We take all reasonable care to ensure that the price of the Product advised to you is correct. However please see clause 5.1 for what happens if we discover an error in the price of the Product you order.
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• 5:2 Where the price of a Product which is advised to you prior to your order already takes into account a discount or reduction to the original price of such Product (for example if the Product is part of a clearance sale), you shall not be permitted to apply any further discount or reduction to such price.
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• 5:3 The total price payable for all Products ordered will be debited from the account provided at the time that the order has been accepted and a contract has been entered into between you and us (see clause 3 for details of how the contract is formed).
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• 5:4 We accept payment with most major credit/debit cards including Visa, Delta and MasterCard).
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• 5.5 We can only accept payments from U.K registered accounts and you must confirm that the credit or debit card being used is yours in order to purchase Product(s) on our Website or over the telephone.
• 5.6 All billing information given must match those held by the bank that issues the card that you are paying with. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.
6. AVAILABILITY OF PRODUCTS
• 6.1 All Products are subject to availability and may be withdrawn at any time.
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• 6.2 If we have accepted your order, but the Products which you have ordered are unavailable we will refund any amounts paid in respect of the unavailable Products or transfer your payment to an alternative Product (at your option).
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• 6.3 Any Products that are not in stock at the time you make your order have an estimated lead time for the manufacturer to deliver the Product to us. The manufacturer aims to supply us with the relevant Products within this time, however this is not always possible. Where there are delays in a Product being delivered to us by the manufacturer, we aim to notify you as soon as we reasonably can once we are informed of the delay.
8. DELIVERIES
• 8.1 If you are making your order via our Website: Until the point of delivery and the items have been signed for the items are property of Pronto Beds
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• 8.2 We offer a free delivery on most items unless otherwise stated apart from orders of just half headboards or pillows as they can be fitted in most cars.
• 8.3 Deliveries are free of charge on all items unless otherwise stated, there may be a charge for additional services which include express delivery (same day or next day) Saturday delivery if available and delivery outside our standard area (see map for delivery areas. If you buy just a half headboard or pillow, they are collection only as they will fit in most cars.
• 8.4 All our delivery times are estimated and cannot be guaranteed we do make every effect to deliver within those times.
• 8.5 Occasionally delivery’s may be affected by factors beyond our control in these occasions we will contact you.
• 8.6 We offer a two-man delivery which there will take the bed to the room of your choice unless if you have had express delivery, same day or weekend they will only be one person which will get it to your front door.
• 8.7 We will contact you to arrange a delivery and time with you.
• 8.8 Please check your items over to ensure they are not damaged if they are damaged, please note on delivery sheet and refuse the items with the driver. Contact Pronto beds who will be happy to rectify the problem as soon as possible.
• 8.9 If you do sign for the goods and later discover there to be damage, please contact Pronto Beds as soon as possible and we will need photographs of the damage before action can be taken
• 8.10 You must ensure that the access of the delivery route to the room of your choice is clear and free from and obstructions it is your responsibility to ensure that the route is free from any items which may be damaged easily during the delivery process
• 8.11 You must ensure that any breakables are stored away and there is a clear route of access to the chosen room. We will not be liable for any damage caused to your property because of your failure to provide a clear route of access and the delivery team may not be able to complete delivery to your chosen room if you have not provided a clear access route.
• 8.12 Pronto Beds cannot cover or take any responsibility of any damage that was made during the delivery.
• 8.13 All items are self-assembled unless otherwise stated or agreed upon.
• 8.14 There are rare occasions where we may be unable to make the delivery to you on the agreed date
• 8.15 We advise people not to dispose of your existing items until you have received your order from us
• 8.16 We always do our best to deliver within the agreed times we do occasionally come up against problems that we cannot help if this happens, we will contact you as soon as we can to make alternative arrangements
• 8.17 Failed delivery attempted due to customer not being there in agreed day and time the good will go back to shop and re delivery will need to be arranged and a delivery charge may apply
• 8.18 If you request for the items to be left without a signature, we will not be held responsible for any water damage or theft the items will be left at your own risk we do not recommend the items to be left outside due to the threat to weather damage or theft we will ask you to sign and date note to be left that the drivers can take.
• 8.18 Please note that we will not in any circumstances be liable to you for any costs or losses you incur if you have dismantled and/or disposed of any furniture which is being replaced by the Products you have ordered, prior to delivery of the Products (including where delivery of the Products is delayed for any reason). Therefore, you are strongly advised not to dispose or dismantle your existing furniture prior to delivery of the Products.
• 8.19 Where the Products are frames and furniture, these are flat packed and require self-assembly, unless otherwise stated.
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• 8.20 If you need to amend the delivery date or the delivery location before delivery has taken place (other than in relation “Delivery to Room” deliveries), please contact us as soon as possible. If you contact us before we have dispatched the Products to you, there will be no administration charge for amending the delivery date or location (although you may be charged any additional amount if the new delivery date or location is charged at a higher rate than the original date or location). If you contact us after the Product has been dispatched, but before delivery, you may be charged a £10 administration fee.
• 9. Faulty Items:
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• 9.1 If your item is faulty AKA manufacturing faults we require photographs of the faulty object to be sent to sales@Prontobeds.co.uk Photos must include the fault itself, showing the whole bed and up close. Once we have received these photos and a description of the fault, we will contact the manufacturer to try and resolve the issue. Please be aware that this may take longer than the original process of buying a new bed.
• 9.2 After 12 months manufacturer may apply a charge for any faulty items
• 9.3 If there is a manufacturing fault, the product will be replaced by a like for like product there is no option to change the item for something different.
• 10. Adjustment period:
• 10.1 Please note that it can take anywhere between 1 night to 2 moths to get used to a new mattress
• 10.2 Your body needs time to adjust to a new mattress. Many of us adopt poor posture over the years, and a bad or old mattress can compound the problem. It's normal to feel some initial discomfort or soreness as your body adjusts. You need to sleep on your new mattress for at least a month to fully settle into it
• 11. Cancellation/Return:
• 11.1 If you are unsatisfied with your purchase for any reason excluding manufacturing fault and report this within 14 days from the date of delivery you will be given the option to a refund or exchange you must ensure that the good are wrapped up in the original packaging and in the same condition as delivered you will have to cover any addition cost for return and have a note with your name, number and address on any returned items.
• 11.2 If you the customer have ordered a special size, made to measure or a colour that we do not stock they will not be eligible for return or refund.
• 11.3 If you the customer gets a third person to return the item, we will not take any responsibility of any damage they have caused, and we can refuse the return
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• 11.4 If you the customer cannot arrange anyone to return the item, we offer a come and collect service at addition charge which will be discussed with you.
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• 11.5 If there is no return within 21 days down to not trying the items will not be able to be returned
• 11.6 If the product has damaged, deteriorated, or soiled in your care and though no fault of the manufacturing of the product it is no longer eligible for return
• 11.7 Please check over your Products on delivery to ensure that the packing is intact and all Products appear to be in good condition before you sign for them. If you find your Products to be faulty, damaged or incorrect please refuse the Products and contact Customer Services as soon as possible.
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• 11.8 If you the customer do not like your mattress for any reason that is not a manufacturing fault and we have agreed to exchange it for a different mattress of your choice. If an item that is cheaper there is no refund for the difference, if you choose a higher value item you will need to pay the difference (you might be asked to come down to the shop to try them out)
• 11.9 Once we have received the goods, we will do an inspection on the product to ensure there is no parts missing or damage. Damaged goods will not be eligible for a refund.
• 11.10 Providing that the goods are eligible after these checks you are entitled for a refund
• 11.11 Please be aware that it can take up to 14days for the refund to be returned
• 11,12 All refunds are instore credit notes valid for 12months unless otherwise agreed. Please be aware that it can take up to 14days for the refund to be returned
• 12. your statutory rights.
Statutory consumer rights: a definition
12.1 Statutory rights are the minimum rights guaranteed to customers governed by the Consumer Rights Act 2015. The law stipulates a retailer is obliged to provide goods that are of satisfactory quality, fit for purpose, and as described. If customers discover a defect upon receipt of goods or services, their statutory rights on faulty goods apply.
12.2 In case of online, phone, or postal sales, customers may return an item without any reason for a full refund. That means, irrespective of whether an item is defective or not, it can be returned within 14 days after receipt. However, the same does not apply for items bought in-store. If you the customer wishes to cancel an order purchased within the store, it is at the seller’s discretion to accept the return for a refund or store credit.
12.3 UK goods contracts also mandate that sellers and service providers must add pre-contractual information in a contract and products must match a sample or model previously seen by the buyer. Statutory rights generally apply for a duration of six months after receipt of a product.
13. Statutory rights vs guarantee
13.1 Often synonymous with statutory rights is the term ‘guarantee’. However, the two differ in some essential points. While statutory rights are governed by law, a guarantee is a service provided free of charge by the manufacturer. It is up to the manufacturer to determine the terms of the guarantee. Usually, this includes reimbursing the consumer for goods that are faulty or break through no fault of their own. Manufacturers can offer a refund, repair, or replacement. And statutory rights for a refund remain unaffected by those set out in a guarantee. Online stores will often set out their rules as part of their terms and conditions which is often found in a
13.2 Both terms refer to the return of or refund for defective goods. If customers want to return working items, they may be able to do so according to the right of withdrawal and voluntary return rights offered by a seller
14. PERSONAL INFORMATION
• We will only use your personal information as set out in our privacy policy which can be found here: www.prontobeds.co.uk/privacy-policy