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. It also means that they’re durable, but not bomb-proof. Timber and marble might scratch or stain, but that’s why we seal our marble work surfaces (and recommend your re-seal regularly) and why we’ve created IsoGuard®, our timber treatment oil.
Natural timber will also always want to move. Fact. It’s going to expand and shrink as the temperature and humidity in your home changes, but there are specialist joinery techniques that can help to counteract the movement. And that’s exactly what we do. Just know that small changes are completely normal and nothing to worry about.
When it comes to paint, the colour is likely to change over time as it responds to sunlight and moisture. Because we make our paint using natural pigments and materials, there can be some colour variance across different batches too. When you’re using more than one tin of the same colour, we recommend that you mix them together beforehand. And when you’re 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.
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. 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.
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 £29.95 (£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.
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.
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.