Terms & Conditions

Effective date: March, 2024 – CC – V1

When you buy from us you are agreeing that:

  1. You’re responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products.
  1. We offer several ways to place your order and make payments.
  1. Products can vary slightly from their pictures.
  1. We’re not responsible for delays outside our control.
  1. You have a legal right to change your mind, but you have to return the product at your own cost.
  1. You have rights if there is something wrong with your product.
  1. We can change products and these terms.
  1. We don’t compensate you for all losses caused by us or our products.
  1. We use your personal data as set out in our Privacy Notice.
  1. You have several options for resolving disputes with us.
  1. Other important terms apply to our contract.

 

  1. You're responsible for making sure you’re order detail are accurate and for bearing the costs of re-delivery or return of non-faulty products.

When confirming your order, you agree that the order and its contents are correct, and you are happy to proceed.

We will charge you additional sums for re-delivery or to return non-faulty products.

 

  1. We offer several ways to place your order and make payments.

You can place your order online, in-person, or over the telephone. Our usual payment methods include Google Pay, Pay Pal, Apple Pay, debit or credit card, and also electronic bank transfer (our bank details will be provided upon request).

Please note that payment in full is required at the point of sale. 

VAT Exemption

If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT relief’, you may be eligible for the VAT free price.

To qualify you must complete and sign an Eligibility Declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration.

 

  1. Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Where our products are handmade, all sizes, dimensions and measurements can vary slightly but will not affect the operation or intended use of such products.

 

  1. We're not responsible for delays outside our control

We won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

 

  1. You have a legal right to change your mind

You have a legal right to change your mind, but you have to return the product at your own cost

If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it.

Unfortunately, we can’t accept returns for products sealed for health protection or hygiene purposes such as mattress protectors, bedding, pillows cases or other such items once these have been unsealed after you receive them.

You have to return your product (and any free gifts provided with it) soon after telling us you have changed your mind.

Returns are at your own cost, you can:

Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.

If you handle the product in a way which would render it “not new”, no refund may be due.

If you tell us you’ve changed your mind about a product that hasn’t been delivered, we will refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment, and we don’t charge a fee for this.

 

  1. You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.

For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

 

  1. We can change products and these terms

We can always change a product:

To reflect changes in relevant laws and regulatory requirements.

To make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.

 

  1. We don't compensate you for all losses caused by us our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, we’re not responsible for delays outside our control.

Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

 

  1. We use your personal data as set our in our privacy notice

How we use any personal data you give us is set out in our Privacy Notice.

 

  1. You have several options for resolving disputes with us

Our Customer Service Team will do their best to resolve any problems you have with us or our products. We deliver the best service over the phones, however, if it is more appropriate to send in your complaint in writing, please contact us by email or post.

Oak Tree at Home
2nd floor, St James Court
St James Parade
Bristol, BS1 3LH
E: customers@oaktreeathome.co.uk
T: 0800 999 2831

We endeavour to acknowledge all complaints received by post within 2 working days. 

Oak Tree Mobility are a member of The Furniture & Home Improvement Ombudsman (“the FHIO”). We follow their code of practice which provides our customers with additional protection if things go wrong.

To find out more about the FHIO and how to use their service, visit www.fhio.org or telephone 0845 653 2064. The FHIO is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services.

These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

  1. Other important terms apply to our contract

If a court invalidates some of this contract, the rest of it will still apply

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. Even if we delay in enforcing this contract, we can still enforce it later.

 

Terms and Conditions for Discount Code: UCL20

  • 20% off any product.

  • The discount code UCL20 is available to all customers.

  • No minimum purchase requirement is necessary to use this discount code.

  • The discount code UCL20 can only be used once per customer.

  • This discount cannot be combined with any other discounts, promotional offers, or coupon codes.

  • The discount code must be applied at the time of checkout to receive the discount.

  • This offer is non-transferable and cannot be redeemed for cash or any other form of compensation.

  • The company reserves the right to amend or cancel this offer at any time without prior notice.

  • The discount code is valid from 20/08/2024 to 30/09/2024.