1. Introduction
1.1. We are In The Prime Furniture (trading as In The Prime Limited), a company registered in England and Wales under company number OC429984.
1.2. Our registered office is at: 1 Chads Lane, Peartree, Milton Keynes, MK6 3EB.
1.3. Our VAT number is: 353997841.
1.4. This contract sets out:
(a) your legal rights and responsibilities;
(b) our legal rights and responsibilities; and
(c) certain key information required by law.
1.5. In this contract:
(a) “we”, “us” or “our” means In The Prime Limited; and
(b) “you” or “your” means the person buying goods from us.
1.6. If you have any questions about this contract or any orders you have placed, please contact us by:
(a) emailing hannaheldred@intheprime.co.uk; or
(b) calling 01908 263838 (lines open 9am–5pm Monday, Tuesday, Thursday and Friday).
1.7. For these terms, you are a consumer if you are buying goods as an individual for purposes wholly or mainly outside your trade, business, craft or profession. You are a business customer if you are buying for business or professional use. Some clauses apply only to consumers and some only to business customers.
1.8. If you are a business customer, any variation to these terms must be expressly agreed in writing.
1.9. If you are a business customer, these terms constitute the entire agreement between us in relation to your order.
2. Our Contract
2.1. If you buy goods from us, you agree to be legally bound by this contract.
2.2. This contract is only available in English.
2.3. When buying goods you also agree to be bound by:
2.3.1. our website terms and conditions (for online purchases);
2.3.2. any extra terms which add to or replace parts of this contract. We may update our terms to reflect laws or technical adjustments. If major changes affect your order, we will give you one month’s notice. You may end the contract within that notice period;
2.3.3. any specific terms relating to certain goods.
3. Information We Give You (Consumers Only)
3.1. The Consumer Contracts Regulations 2013 require us to give you certain key information before a contract is made. We will provide this before you place an order and also in your acknowledgement email for online orders.
3.2. This key information forms part of the contract.
3.3. If we need to change this information after the contract is made, we may only do so with your agreement.
4. Your Privacy and Personal Information
4.1. Our Privacy Policy is available at: [insert link]
4.2. Your personal information will be handled in accordance with our Privacy Policy.
5. Ordering Goods from Us
5.1. Below is how a legally binding contract is made.
5.2. You may order online, by phone or in store. Please ensure all details are accurate, including measurements and access checks.
5.3. After placing an order, we will send an order acknowledgement (not acceptance).
5.4. We may refuse an order for reasons including:
5.4.1. goods unavailable;
5.4.2. payment not authorised;
5.4.3. you are not eligible to buy the goods;
5.4.4. we are not permitted to sell to you;
5.4.5. you ordered too many;
5.4.6. pricing or description errors;
5.4.7. issues with credit or finance checks.
5.5. We accept your order only when we send an Order Confirmation (for online/telephone purchases). For in-store purchases, acceptance occurs at the time of purchase. At that point:
5.5.1. a legally binding contract is formed; and
5.5.2. we will dispatch the goods or prepare them for collection.
5.6. You must be at least 18 to buy from us.
6. Right to Cancel – Online & Telephone Purchases (Consumers Only)
6.1. Under the Consumer Contracts Regulations 2013, you may cancel within 14 days of receiving the goods.
6.2. You may cancel without giving a reason.
6.3. This right does not apply to in-store purchases.
6.4. The 14-day period starts the day after you (or your nominated third party) receives the goods.
6.5. To cancel, contact us clearly by post or email using the details provided.
6.6. You must send your cancellation before the 14-day deadline.
7. Effects of Cancellation (Consumers Only)
7.1. If you cancel, we will refund all payments, including standard delivery costs.
7.2. We may deduct for loss in value caused by improper handling or missing/damaged packaging.
7.3. Refunds will be issued no later than:
7.3.1. 14 days after we receive returned goods;
7.3.2. 14 days after you provide evidence of returning goods; or
7.3.3. 14 days after your cancellation notice (if no goods supplied).
7.4. Refunds will be made using your original payment method.
7.5. We may withhold refunds until goods are received and inspected.
7.6. You must return goods within 14 days of cancellation or request collection (if possible).
7.7. You must pay return costs and are responsible for any diminished value from unnecessary handling.
8. Delivery
8.1. Delivery estimates will be provided in your Order Confirmation or in-store.
8.2. Changes to your order may affect delivery dates.
8.3. If delays occur outside our control, we will update you.
8.4. Delivery occurs at the address you specify.
8.5. We may require ID on delivery.
8.6. If nobody is available, please contact us.
8.7. Risk passes to you upon delivery.
8.8. We deliver only to the UK mainland; Northern Ireland may be possible with extra charges.
8.9. Before delivery you must ensure:
8.9.1. adequate access and clearance;
8.9.2. hazards removed;
8.9.3. our lorry can access your home.
8.10. Delivery teams cannot remove shoes but wear paper overshoes.
8.12. We are not responsible for minor property damage occurring despite reasonable care. Protective coverings are recommended.
8.13. Additional charges may apply for failed delivery, restricted access or rescheduling.
8.14. Delivery teams do not install, assemble or remove packaging. Packaging removal may affect refunds.
8.15. Disposal of old furniture is chargeable and may be refused if items are not suitably prepared.
9. Price and Payment
9.1. Prices are displayed in store, by phone or online (online prices apply only online).
9.2. We accept debit/credit cards, cash in-store, and may accept Klarna.
9.3. We use secure payment mechanisms but are not liable for unauthorised third-party access without negligence on our part.
9.4. Cards are charged only upon order acceptance.
9.5. All card payments must be authorised.
9.6. If payment fails and you already have the goods, you must pay within 14 days or return them within 30 days.
9.7. If you fail to return unpaid goods, we may collect them at your cost.
9.8. Consumer cancellation rights remain unaffected.
9.9. All prices include VAT.
9.10. You own goods once full payment is received.
9.11. Only one offer applies per order—discount code or cashback.
10. Nature of the Goods
10.1. Consumers have statutory rights under the Consumer Rights Act 2015.
10.2. We must supply goods in conformity with this contract.
10.3. Packaging may differ.
10.4. Minor tolerances apply to sizes and measurements.
10.5. Colour accuracy may vary depending on screens/devices.
10.6. Comfort grades are guidance only.
10.7. Clearance, ex-display or sale items will be identified as such.
10.8. Clearance/ex-display items:
10.8.1. are priced to reflect condition;
10.8.2. known defects will be disclosed; you cannot reject goods for disclosed or obvious defects.
10.9. Collections must occur on the agreed date or orders may be cancelled.
10.10. Solid hardwood furniture must be waxed immediately and every six months. Failure to do so may invalidate warranties.
10.11. Climate/temperature may cause temporary swelling in timber furniture.
11. Faulty Goods – Consumers
11.1. Goods must be as described, fit for purpose and satisfactory quality.
11.2. For advice on statutory rights, contact Citizens Advice (www.citizensadvice.org.uk / 0808 223 1133).
11.3. Nothing in these terms affects statutory rights.
11.4. Report delivery issues promptly. Photos may be required.
11.5. Product issues must be handled via customer services—not delivery teams or showroom staff.
11.6. Do not return goods to store without prior agreement.
12. Faulty Goods – Business Customers
12.1. Our sole remedy is (at our option) to repair, replace or refund goods that on delivery:
12.1.1. do not materially conform to description;
12.1.2. have undisclosed/or non-obvious material defects;
12.1.3. are not of satisfactory quality.
12.2. Conditions:
12.2.1. defects identifiable on inspection must be reported within 24 hours; latent defects within 7 days;
12.2.2. sufficient information about defects must be provided;
12.2.3. we must be allowed to inspect goods;
12.2.4. defective goods must be returned at your cost.
12.3. All warranties implied by law (including the Sale of Goods Act 1979) are excluded to the extent permitted.
13. End of the Contract
Ending the contract does not affect our right to receive any outstanding payments.
14. Limitation of Liability – Consumers
14.1. Except for liabilities we cannot exclude (e.g., death/personal injury, data protection obligations), we are not responsible for:
14.1.1. losses not foreseeable at contract formation;
14.1.2. losses not caused by us;
14.1.3. business losses;
14.1.4. losses to non-consumers.
15. Limitation of Liability – Business Customers
15.1. Our liability is capped at the total price paid for the goods.
15.2. We are not liable for:
15.2.1. indirect, special or consequential losses;
15.2.2. loss of profit, opportunity, savings, discounts, or goodwill.
15.3. We do not exclude liability for:
15.3.1. death/personal injury caused by negligence;
15.3.2. fraud or fraudulent misrepresentation;
15.3.3. losses that cannot be excluded by law.
16. Third Party Rights
No third party has rights under this contract.
17. Disputes
17.1. We aim to resolve disputes quickly. Contact us if unhappy with goods or service.
17.2. You may use Alternative Dispute Resolution (ADR).
17.3. If ADR is not used or is unsuccessful, you may take court action.
17.4. English and Welsh law applies, but mandatory local protections apply if you live elsewhere.
17.5. You may raise claims in your local UK court or in the courts of England and Wales.
17.6. Fraudulent chargeback attempts may lead to legal action and reporting to authorities.