Terms and Conditions

General Terms: Our terms comply with the current legislation for distance selling which is available here: https://www.gov.uk/online-and-distance-selling-for-businesses

Hallowood Furniture is a trading name of Hallowood Limited. The company’s registered address is: Unit 3 Harmac House, Chequers Close, Enigma Business Park, Malvern Worcestershire WR14 1GP. Registration No: 07296084. These term and conditions apply to all transactions across all selling channels of Hallowood Limited. Hallowood Limited ("Hallowood Furniture", "we", “our”, or "us") reserves the right to change these terms and conditions from time to time without notice to you and any changes will take effect on the day they are posted. By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you need any clarification on anything within these Terms and Conditions then please contact us by email customerservice@hallowood.co.uk prior to placing an order. Nothing in these conditions affects your statutory rights as a consumer.

1. Product Specification

1.1  We have made every effort to show as accurately as possible the appearance, details and descriptions of our products that we display on the website and in stores.  However, products supplied may differ from those shown in terms of their colour or wood grain. Our products are made from natural wood and it is to be expected that each piece will be individual in its appearance.

1.2  All measurements are approximate, however, we do make every effort to ensure they are as accurate as possible. We reserve the right to change product specifications at any time without prior notice.

1.3  We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

2. Purchase of products

2.1  You must pay by cash (in-store only), cheque, bank transfer, finance, credit or debit card at the time of your order. Please make sure that everything is correct before submitting/placing your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website or in our showrooms, will be correct; that the credit, charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your finance, credit or debit card details before accepting your order. When you place an order on our website we shall email you an order confirmation.

2.2  Delivery/collection shall only be arranged once we have received payment in full. A deposit may be left to secure goods but the balance of the order must be paid within 45 days. If the balance is not paid in full within 45 days, the order will be returned to stock and any deposit refunded less a £15 administration fee. If you still wish to proceed with your order after 45 days then you will be charged a storage fee of £15 per week for each items held in our warehouse.

2.3  All Sale and promotional items must be paid in full.

2.4  If you have paid in full and have not collected or arranged a delivery of your order after 3 months, then you will be charged a storage fee of £15 per week for each item stored. However, after 4 weeks, we reserve the right to cancel your order, less any fees paid.

2.5  We reserve the right to refuse an order placed by you at any time.

2.6  Prices are subject to change without notice. These changes will not affect orders that have already been placed. Prices are inclusive of VAT (where applicable). Please note point 2.3 above.

2.7  Goods are subject to availability. If an item you have ordered becomes out of stock once you have submitted your order we shall notify you as soon as possible.

3. Delivery

3.1  Our standard furniture delivery charges apply to UK Mainland addresses only. However, surcharges may apply to certain geographical areas and non-standard deliveries. Please check the delivery section of www.hallowood.co.uk for more information.

3.2  If the delivery is arranged using a third party then we cannot guarantee they will call you before arrival. We aim to deliver goods on the agreed date but we cannot be held liable in any way if this is not adhered to due to factors outside our control. If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the damaged item upon producing the receipt. We do not pay compensation beyond these limits.

3.3  The items will generally be delivered using a large vehicle, so please be sure your property is accessible for large vehicles. If we are unable to deliver the goods due to there being no safe means of access, we reserve the right to cancel your order and refund the payments, subject to our refund and returns policy where fees will apply; or delivery may re-arranged but may be subject to a further delivery charge.

3.4  Should you not be available at the time of attempted delivery, you will be left a card with details on so that you can contact the Home Delivery Team and arrange redelivery at a cost dependant on your location. Redelivery, cancellation or return fees will also apply if we are unable to deliver the goods due to there being no safe means of access to the place of delivery.

3.5  Your product guarantee starts from the date of your delivery.

Where do we deliver We serve the UK Mainland only and are unfortunately generally unable to deliver elsewhere. We can, however, depending on the furniture deliver in Northern Ireland.

Deliveries and Payments We accept all major Credit- and Debit Cards. 

Delivery times are subject to the stock situation at any given time. Quoted delivery times are always from: a) Date of cleared payment, b) Date of us having received your full address, and phone no.

4. Cancellations & Returns

4.1  If you decide to cancel your order less than 3 working days prior to delivery return or cancellation fees may apply.

4.2  You have the right to cancel your order within 7 days from delivery (or within 14 days if purchased online or by phone). You must contact us within 7 days (or within 14 days if purchased online or by phone) from delivery with your intention to return the item. If you wish to return the goods within the 7 days (or within 14 days if purchased online or by phone), the item must be unused/unchanged and in its original packaging. We request that if you open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Items returned under our 7-day money-back guarantee (14 days for online or telephone orders) will be subject to return fees, or you may return them at your own cost to our Warehouse. Please do not return items without prior authorisation. Goods sent back without prior returns authorisation may not be accepted.

4.3  Refund for returned goods is wholly conditional upon the above conditions being met. The refund will be authorised only after a full inspection of the returned goods by our Returns Department to check for completeness and correct product return. You will be refunded the full invoice amount, less cost of return and/or cancellation or return fees if applicable. Full Refunds are conditional.

4.4  Hallowood Limited does not take any responsibility for items returned to us that are damaged in transit. If items arrive to us damaged, we reserve the right to refuse the refund and there may be further charges. 

Refunds Refunds will be paid within 14 days of acceptance of a claim by means of a cheque or by refund to the debit/credit card used to pay for the goods.

Faulty Items In the unlikely event that goods arrive faulty, we will seek to replace the goods as soon as possible. If a fault applies to a replaceable component, a replacement component will be sent. Alternatively, you will have the possibility of a full refund.


The price applicable is the price valid at the time of ordering. We do, however, reserve the right to reject any order, if the price displayed is incorrect due to a technical - or typing error.

Product Dimensions 

Our furniture is handcrafted from natural wood timbers and accordingly, there may be slight differences in size between products of the same description. All product dimensions specified by us are approximate.

Product Variation 

While every effort is made to match all colours and finishes, wood is a natural product and there may be variations in colour, grain pattern and shade. As is common practise when crafting wooden furniture, certain degrees of filler may also be used to ensure a uniform finish.

Cancelling an Order

If you wish to cancel an order please click the following link to download a copy of our template cancellation letter:
Click here to download our cancellation letter

Resolving a Dispute

In line with new regulations, should we fail to resolve a customer dispute through our own Customer Services efforts customers are entitled to contract an Alternative Disputes Resolution body (ADR) who can provide free advice & guidance. In the highly unlikely event of our Customer Service team not being able to reach a satisfactory resolution to a dispute, customers can find a list of Trading Standards approved ADR Bodies by following this link.

- See more at:


5. Hallowood Data Protection Policy

Policy brief & purpose

Our Company's Data Protection Policy refers to our commitment to treat the information of customers with the utmost care and confidentiality. With this policy, we ensure that we gather, store and handle data fairly, transparently and with respect towards individual rights.


This policy refers to all store customers and online customers who provide any amount of information to us. That information generally includes (but not limited to) customer bank card details, name, home address, delivery address and contact number.

Who is covered under the Data Protection Policy?

Employees of our company must follow this policy. Contractors, consultants, partners and any other external entity are also covered. Generally, our policy refers to anyone we collaborate with or acts on our behalf and may need occasional access to data.

Policy elements

As part of our operations, we need to obtain and process information. This information includes any offline or online data that makes a person identifiable such as names, addresses and usernames etc. Our company collects this information in a transparent way and only with the full cooperation and knowledge of interested parties. Once this information is available to us, the following rules apply.

Our data will be:
• Collected fairly and for lawful purposes only
• Processed by the company within its legal and moral boundaries
• Protected against any unauthorized or illegal access by internal or external parties

Our data will not be:
• Communicated informally
• Stored for more than a specified amount of time
• Distributed to any other party other than conducting the necessary business to fulfil customer’s order (booking delivery with third party couriers etc…)

In addition to ways of handling the data, the company has direct obligations towards people to whom the data belongs. Specifically, we must:
• Let people know which of their data is collected
• Inform people about how we’ll process their data
• Inform people about who has access to their information
• Have provisions in cases of lost, corrupted or compromised data
• Allow people to request that we modify, erase, reduce or correct data contained in our databases


To exercise data protection, we’re committed to:
• Restrict and monitor access to sensitive data
• Develop transparent data collection procedures
• Train employees in online privacy and security measures
• Build secure networks to protect online data from cyberattacks
• Establish clear procedures for reporting privacy breaches or data misuse
• Include contract clauses or communicate statements on how we handle data
• Establish data protection practices (document shredding, secure locks, data encryption, frequent backups, access authorisation etc.)

Disciplinary Consequences

All principles described in this policy must be strictly followed. A breach of data protection guidelines will invoke disciplinary and possibly legal action.