Our terms and conditions
Whatever you’ve ordered from us, and wherever you bought it – online, over the phone or in one of our stores – you’ll find all of the ins and outs of our terms and conditions right here. We’ve tried to keep it as short as possible, and as free from technical speak and legalese as we can.
When it comes to our curtains and blinds service, gift cards, and some of our stone flooring designs (Abbotsbury, Chesil, Seaton and Branscombe), things are a little different for ordering, delivery, returns and guarantees. You’ll find the details on these at the bottom of this page.
If you ever have any questions, we’re just a phone call (+44 1793 427 427) or email ([email protected]) away.
The legal bit
Sometimes we provide care guides with our designs that advise you on how best to take care of them. We’re therefore not liable for any faults that may arise in your piece that have resulted from not following these guides.
By making a purchase from us, you undertake that all products ordered are for your own use and not under any circumstances for resale.
Neptune.com is part of Neptune (Europe) Ltd and our dedicated Neptune stores (excluding our partner stores) are part of Neptune Retail Ltd. Our registered offices are at Neptune, Blagrove, Swindon, Wiltshire SN5 8YG. You can contact us in writing, by email ([email protected]) or by phone (+44 1793 427 427) should you have any queries. If you purchased through one of our partner stores then these terms are between you and that store. The store’s details will be on your receipt.
It’s quite important to say that we’re not liable for any indirect losses, such as losses of revenue or profits, which are not reasonably foreseeable when you place your order (except for personal injury or fraud). This also includes any losses caused by us not being able to meet our obligations because of things outside our control.
These terms fall under English law and the jurisdiction of the English courts.
About the designs
Our designs, from tables to flooring to paint, are made from natural materials wherever we can. Changes in colour, texture and wood grain, as well as slubs in fabrics, are just a lovely characteristic of this.
When it comes to paint in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. Because our paint is produced using natural pigments and materials, there can be some colour variance across different batches too. When more than one tin of the same colour is to be used, we recommend that the tins are mixed together beforehand. And when redecorating a previously painted area, we advise completely repainting rather than ‘spot’ repairing for the most consistent finish.
We always try our best to make sure that the descriptions, images and prices on our website and in our literature are accurate. Sometimes we can’t control this (for instance, computer monitors can affect colour), but if you spot something that you think is amiss, let us know and we’ll try to solve it as soon as possible.
It’s also just worth pointing out that our ex-display pieces are sold as seen and might have the odd knock or bump on them.
What happens if we get the price wrong
Even though we do our very best to make sure all our designs have the right price in store and online, very rarely we might get it wrong.
If that happens in store, we’ll let you know before you pay for it, and you’ll pay the correct price if you’d still like to take it home.
Online, we’ll let you know before we send the order out to you to see if you’d like to pay the correct price or cancel the order. If we can’t get in touch with you, we’ll go ahead and cancel it.
When you’re placing an order for any of our furniture, accessories or home decorating materials, we’ll ask for the full amount to be paid at that time. But, if you place your order in any Neptune store and it won’t be delivered for another eight weeks or more, we’re more than happy to take a 50% deposit should you prefer. We’ll then just ask for the remaining half to be paid 21 days before your delivery date.
If you’re ordering something through our Neptune Tailored service, or if we’re creating a bespoke piece for you, we’ll ask for the full amount when you place your order, no matter the lead time. This is because we start making these pieces within 24 hours of the order being placed.
There are a few pieces that we’ll need to design together in-store, so we can get them spot-on for your space and organise professional fitting (like our Pembroke shelving). For these, we’ll create a quote before you place your order. This will be valid for 28 days, or until our next price review (we do these twice a year on 1st March and 1st September), whichever’s soonest.
Ordering your kitchen
We know you’re very excited about your new kitchen, but there are a few bits of paperwork that we’ll need to make sure you’ve signed first. This includes a copy of these terms, as well as any separate terms for installation and your work surfaces, plus the plan and quote that we’ll have put together for you.
As this can be a big purchase, we only require a deposit of 20% (non-refundable), with the remaining 80% due 21 days before your delivery date. When it comes to installation, the cost of this should be paid straight to your Neptune approved fitter (unless the store you placed your order with has asked you to do otherwise).
The only other thing to say about kitchens is that, if you need to change the day it’ll be delivered that’s absolutely fine, but if this is done more than once within eight weeks of the delivery date then we’ll need to charge you €100 to cover the cost of storage, as it’s likely your kitchen will have already been made by this point. Also, if the dispatch date falls more than a year after you placed the order, we’ll change the cost of your kitchen to reflect our current prices.
We know that life can be busy, and waiting in for a delivery can get in the way. That’s why, for any order delivered with our white glove service, we’ll let you know a date two weeks before we deliver, as well as a three-hour timeslot two days beforehand. We’ll also give you a call on the day with a more precise time. If your pieces are on the smaller side, we’ll deliver them through one of our approved couriers.
Please just make doubly sure your new piece will fit through doorways and tight turns, up staircases and underneath ceilings, and if door frames, windows or banisters needs to be removed to get it in, that you do this before we arrive. We’ve put together a Will it fit? Guide to help you prepare and to ensure your delivery day goes smoothly.
While we’ll always do our very best to make sure your order is delivered on the day we say it will be, very rarely unforeseen delays can happen. It goes without saying that we’ll reschedule as soon as possible. Also, it can occasionally take us a bit longer to deliver to remote locations, such as the Scottish Highlands. And sometimes deliveries can come from different locations and arrive separately, but you won’t be charged extra for this.
Cancellations and returns
While we hope that you’ll be thrilled with your new Neptune design, if you’re not that’s fine too.
We have a no-quibbles returns policy, and we’ll happily take back any piece that isn’t bespoke within 28 days of when we delivered it, as long as it’s in its original packaging (unless we took this away for you) and without any signs of use. The only exceptions are bespoke and ex-display designs, which we’re not able to take back or refund unless they’re faulty. Please also return your pieces in the same country that you purchased them from. It’s important to note that we’ll only be able to take back mattresses that are still in their plastic wrapping.
If you’re using our kitchen or home design services, you might order things such as appliances and taps through us that come from one of our partners – such as a boiling water tap from Quooker or a range from Everhot. These pieces will come straight from our partners, and they’ll deliver them separately to anything you order from us. Their own returns and guarantees policies will also apply, rather than ours.
To arrange a return just call us on 01793 427 427, email [email protected] or visit any standalone Neptune store if you’re returning an accessory or smaller item. If you purchased an accessory in-store that you’d like to return you can do this at any of our stores. For courier delivered items that were purchased online, simply use the prepaid postage label included with your order. If you’re returning a piece of furniture that you’d like us to pick up we’ll gladly do this from the address we originally delivered to, although we do need to charge €150.
When it comes to fitted items (kitchens, bathroom cabinets, Buckland bench seating and Pembroke shelving), bespoke pieces and Neptune Tailored designs, there are a few differences. You can return any non-bespoke pieces just the same as everything else, as long as they haven’t been fitted and are in their original packaging. If they’ve been taken out of their packaging, we’re afraid that we’re only able to refund 70% of the price you paid as it’s our policy that these pieces are re-sold at a reduced price in our Outlet. The same goes for Neptune Tailored pieces that are cancelled or returned more than 24 hours after they were ordered (the point at which we start making them). In all cases, we’ll need to charge €150 to be able to pick them up. And, due to their custom nature, bespoke designs can’t be returned.
Of course, the exception to this is if there are any faults, knocks or bumps to your piece that we’ve caused. We take our delivery service seriously and we design our packaging to make sure that what’s inside is wrapped up safe and tight. We also create all of our pieces using the highest levels of skill and materials. But in the (very) unlikely event that you spot something not quite right, just let us know as soon as you spot the problem along with some photos and we’ll get it sorted.
Rest assured that your statutory rights are unaffected.
Peace of mind is a lovely thing to have. It’s why we guarantee all our designs. We doubt you’ll ever need them – we put a great deal of care, thought and attention into each of our pieces – but they’re there just in case you ever do.
Our one-year and five-year guarantees
We guarantee our accessories for one year, and our furniture (except parasols, which we count as accessories) and Neptune sinks and taps for five years.
When it comes to upholstered furniture – sofas, armchairs, footstools, headboards and dining chairs – we guarantee the fabric for the first year (except for colour changes), and the frame for five years.
Our lifetime guarantee for kitchens
We build our kitchens to last a lifetime, so that’s how long we guarantee them for.
Our lifetime guarantee covers:
The structure of your cabinets (in case they move, warp, bow or crack more than we’d expect to happen naturally)
All hardware such as hinges, handles, runners and catches
But it doesn’t cover:
Kitchens not installed by one of our accredited or recommended installers
If you move home and leave your kitchen behind – we’re not able to cover the new owners
Work surfaces – our specialist suppliers guarantee these. Ten years for Dekton, up to 15 years for natural stone, and 25 years for Silestone. We’re afraid that our oak work surfaces don’t come with a guarantee though.
LED strip lights – again, our partner company that makes these covers them, this time for two years
Whether your guarantee is with us or one of our suppliers, we’ll help if something goes wrong. Just get in touch with your kitchen designer.
A note on timber
It’s natural for wood to move a little. You might notice that your cupboard doors and drawers shift slightly, and small cracks may appear. It’s just the timber adjusting to the temperature and humidity of your home. We can put doors and drawers back into place – just get in touch with the store you bought your kitchen from.
The things we don’t cover
Pieces that you’ve changed or repaired yourself
Accidental damage, or anything that you’ve caused by neglecting your piece or not following our care guide. We can always help repair the damage, there might just be a small fee – we’ll be able to tell you more when you get in touch with us
Normal wear and tear (like dents and scratches)
Natural changes, like fading and cracking in timber, and colour changes in fabric and paint
Rust damage – it’s easy to avoid, and we’ve included advice in our care guides
Appliances, sinks and taps from another company
If you take your piece outside the country you bought it from, or use it somewhere that’s not a home
If we can’t repair your piece, we’ll replace it with the same design or one that’s similar.
It’s best to keep your receipt – we might need to see it if you bought your piece from one of our partner stores.
We’re just a phone call (or email) away if you have any questions.
All of our stone flooring is made by our specialist partners. And because we work with a couple of different makers, the ordering, delivery, returns and guarantee details vary.
Our Buxton and Tamworth tiles fall under our main terms and conditions. However, you’ll find everything you need to know about Abbotsbury, Chesil, Seaton and Branscombe below.
Placing your order
If you’ve looked at our stone flooring online, you’ll have noticed that we ask you to come into one of our stores to place your order. That’s because we need to discuss having your tiles professionally fitted with you first, so they look their very best and stand the test of time.
When you come into store, we’ll also be able to give you a quote based on the amount you need – we just ask that you work this out beforehand. Your quote is valid for 28 days after we’ve given it to you, or until our next price review (we do these twice a year on 1st March and 1st September), whichever’s soonest.
Please double check your measurements carefully before you place your order; if you need to order more tiles at a later date, we can’t guarantee that they’ll match. Because they’re made from natural stone, there will always be some variation between individual tiles, but we try to make sure each batch is as similar as possible. It’s also best if you order an additional 10%, just in case.
Our stone tiles are one of the only designs we don’t deliver ourselves, because they’ll come straight to you from our specialist flooring partner. But we’ll still arrange everything for you, and delivery is free.
This does mean that we’re not able to offer you a time slot like we do as part of our White Glove service. But, if you know you might not be in, the delivery team can leave the tiles without a signature – you’ll just need to let us know when you confirm the date. We can also specify a morning or afternoon delivery slot as long as you place your order at least ten days before you’d like it delivered. If you’re in a rush that’s absolutely fine so long as the tiles are in stock, we just can’t say what time of day your order will arrive.
On the day, your delivery team will take the tiles to the nearest hard surface outside your home. They’re not able to carry them indoors or over soft, sloping or uneven surfaces, or take away the packaging. And because they’ll need to use quite a large lorry to deliver them (it’ll have either a tail lift or mechanical grab arm to lift the tiles off the lorry), it’s important that you let us know about any restrictions beforehand so we can find the best workaround.
Cancelling and returning your flooring
You can cancel or return your stone flooring just the same as our other pieces. The only difference is that we’ll need to charge a collection fee if you’d like to return your tiles (unless they’re damaged when they arrive). This starts at €122 +VAT for Ireland. We’ll be able to let you know the exact amount when you get in touch to return your order.
If, when your tiles are delivered, you notice that they’re damaged, simply take a photo and get in touch with the store you bought them from so they can sort them out for you.
Of course, this doesn’t affect your statutory rights.
Guaranteeing your flooring
Our specialist stone partners don’t offer a guarantee on our Abbotsbury, Chesil, Seaton and Branscombe tiles, because of the nature of the material they’re made from. Changes in colour, texture and pattern in natural stone are completely normal and to be expected. If you have any problems later down the line, it’ll either be because they weren’t fitted properly (which is why we suggest you use one of our recommended installers), or because of the conditions in your room.