Our terms and conditions
We’ve put together this guide on our terms and conditions to cover any Neptune order, be it placed online, over the phone or in one of our stores – they might change from time to time, in which case you’ll be able to find an updated version on our website. We’ve tried to keep it as short as possible, and as free from technical speak and legalese as we can. We suggest that you have a quick look through now then file it away in a safe place just in case you have any questions down the line – although we hope that you won’t.
The legal bit
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.
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 and all Neptune Retail stores (excluding our partner stores) are part of Neptune (Europe) Ltd. Our registered office is 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.
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.
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.
Things are a little bit different when it comes to kitchens, curtains and blinds. We’ve created a separate guide for our curtains and blinds, but everything you need to know about placing your kitchen order is below.
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 £50 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.
Should you be ordering from outside mainland UK (e.g. Channel Islands, Isles of Scilly and Isle of Man) or even further afield, all items will be sent through our carefully selected international delivery partners, so we’re not able to offer our Neptune White Glove Service – the exception being Northern Ireland.
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. 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.
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. I. 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 £29.95 to cover the cost of the trip (£150 outside mainland UK).
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 £29.95 (£150 outside mainland UK) 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.
From design to making to quality control, a great deal of care, thought and attention goes into each and every one of our designs. Even so, we know that very occasionally problems can arise. Instead of shying away from that, we decided to implement guarantees that are jargon-free, easy to use and will reassure you that we’re here to look after you. We doubt you’ll ever need to use them, but we understand that peace of mind is a lovely thing to have.
Our one-year and five-year guarantees
Whether it’s for one year or five, our guarantees cover the very rare possibility of manufacturing defects.
The one-year guarantee automatically applies to all our designs – from teacups to tables – and you don’t have to do a thing. For furniture and Neptune sinks and taps (not including accessories and parasols), it can be extended to five by registering your piece through your online account within three months of when you bought it. It’ll then be covered from the date of delivery. This extended guarantee is only available if your piece is being used in a domestic home and in the country you bought it from.
When it comes to upholstered furniture, we’ll happily guarantee the fabric for structural defects (but not colour changes) for the first year, but only the frame will be covered for five.
Our lifetime guarantee for kitchens
Because Neptune kitchens are made using fully-framed, solid timber cabinets, installing them is a little different to other kitchens. That’s why we only recommend our network of accredited installers: not only are they all experienced carpenters, every single one also takes a course at our Wiltshire headquarters. Our full assurance lifetime guarantee also only applies if your kitchen has been fitted by an accredited installer who’s been booked through an approved Neptune retailer.
Our lifetime guarantee covers:
The structural integrity of our cabinets (such as movement, warping, bowing and cracking of the timber that’s more than would naturally be expected)
All hardware such as hinges, handles, runners and catches
Your installer will return within six weeks of your kitchen being fitted to do a final check. Timber will naturally move just a little as it adjusts to the temperature and humidity of your home. Although we make our kitchens using techniques that counteract this, it’s still possible that doors and drawers could shift a little in these first few weeks. On this final visit, your fitter will make sure this is put right. After this, don’t worry if you experience any niggles with your kitchen, just get in touch with the store you purchased it from and we’ll get them sorted.
When it comes to work surfaces, we work with specialist suppliers who offer their own guarantees. This is up to 15 years for natural materials (stone and timber) and 25 years for man-made (Silestone and Dekton). We’ll help you manage your guarantee in the unlikely event you run into problems here, just get in touch with our customer care team. And should you have cabinetry with LED strip lighting inside, this is covered by the manufacturer’s three-year guarantee as opposed to by our lifetime guarantee.
Our lifetime guarantee also only protects your kitchen for as long as it’s with you – the original person who bought it. Should you ever move to a new home, sadly leaving your Neptune kitchen behind, the new owners won’t be covered.
The terms and conditions that apply to all
Aside from what we’ve already mentioned, there are a few things that apply to all our guarantees.
If your piece has been modified or repaired by anyone other than our team (or our accredited installers in the case of kitchen cabinets), then the guarantee will no longer apply. The same goes for if it’s been handled carelessly, damaged on purpose, neglected, or used in a way that’s out of the ordinary.
We’ll always try to repair your piece first, but if we can’t do that we’ll replace it (or the specific part) with the same design. If you prefer, or if the same design is no longer available, we’ll replace it with a piece of the same value.
Sometimes we’ll ask for proof of purchase if you bought your piece from one of our partner stores.
There are also a few things we can’t cover that we’ve highlighted here:
Damage resulting from normal wear and tear (like dents and scratches), from not following our care guide, or from using something on your piece that we don’t recommend (such as non-Neptune paint or abrasive cleaning materials)
Colour changes and fastness in textiles and paint (these will naturally change over time depending on storage conditions, natural light, etc.)
Changes caused by the natural weathering process (such as fading, cracking and splitting)
Rust damage from the piece being left in an unsuitable place (it’s also quite natural for surface rust to appear on your outdoor furniture, and it can be easily prevented or removed – something we advise on in our care guides – which is why we don’t cover it in our guarantees)
Appliances, sinks and taps from another company (these may be covered by their maker’s guarantee)
If you have any questions about our guarantees, we’re just a phone call (or email) away.