OLIVIA'S TRADE TERMS & CONDITIONS
1. Definitions
- “We,” “us,” “our” refers to Olivia’s Trade.
- “You” and “your” refer to the business or trade customer using our services.
2. Acceptance of Terms
2.1 By placing an order using an Olivia's Trade account or applying a trade discount, you confirm that you have read, understood and agree to be bound by these Trade Terms and Conditions.
2.2 We may amend, update or replace these Trade Terms and Conditions at any time. Any revised version published on our website, or otherwise notified to you, will apply to all orders placed on or after the date the revised terms take effect.
2.3 The Olivia's Trade programme is available exclusively to business and trade customers and is not intended for Retail Customers.
2.4 By placing an order under the Olivia's Trade programme, you warrant that you are purchasing wholly or mainly for the purposes of your business, trade or profession and not as a Retail Customer.
2.5 It is expressly agreed that neither you nor we are contracting as a consumer within the meaning of applicable consumer legislation. Accordingly, the Consumer Rights Act 2015 and other consumer protection legislation shall not apply to orders placed under these Trade Terms and Conditions to the fullest extent permitted by law.
2.6 If you place an order using an Olivia's Trade account or trade discount without qualifying as a business or trade customer, these Trade Terms and Conditions shall nevertheless apply in full to your order. You acknowledge that you will not be entitled to rely on any consumer pricing, benefits or protections that may otherwise have applied had you purchased through our standard retail channels.
2.7 Any variation to these Trade Terms and Conditions that applies specifically to you or to a particular order shall only be valid if expressly agreed in writing by us before the relevant order is placed. No verbal agreement, course of dealing, purchase order, standard purchasing terms or other document issued by you shall amend or override these Trade Terms and Conditions unless expressly accepted by us in writing.
3. Orders
3.1 All orders placed through our website or via an Account Manager are subject to our acceptance.
3.2 Any order placed through an Olivia's Trade Account Manager or using an approved Trade Discount shall be deemed a Trade Order and shall be governed by these Trade Terms and Conditions.
3.3 An order shall not be binding on us until we have accepted it. We reserve the right to refuse, reject or cancel any order, in whole or in part, at our sole discretion, including where there is an error in pricing or product information, stock is unavailable, payment cannot be authorised, or we reasonably suspect fraudulent or unauthorised activity.
3.4 Product prices, specifications, availability and lead times are subject to change without notice. Such changes will not affect any order that has already been accepted by us, unless the change is required due to circumstances beyond our reasonable control, in which case we will notify you and discuss the available options.
3.5 Unless otherwise stated, all quotations are valid for 14 days from the date of issue.
3.6 We reserve the right to amend our prices at any time. If our costs increase before your order is accepted, we may revise the quoted price and will notify you before processing your order.
4. Payment
4.1 Unless otherwise agreed by us in writing, all payments must be made in full in advance of dispatch.
4.2 You agree to pay the price of the products ordered together with any applicable VAT, delivery charges, taxes, duties and any other charges notified to you at the time of purchase.
4.3 We reserve the right to apply a surcharge to payments made using American Express or other premium cards. Where applicable, any such surcharge will be notified to you before payment is processed
5. Delivery
5.1 Trade orders are subject to delivery charges, which will be quoted with your order. We offer a range of delivery services to suit your project requirements, including standard delivery, white-glove services and project-based logistics.
5.2 If you require delivery outside the UK, please contact your Account Manager to discuss the available options and applicable charges. For overseas deliveries, risk of loss or damage passes to you upon dispatch.
5.3 Premium delivery upgrades may be available, including (without limitation):
- Unpack and Check;
- Room of Choice;
- Removal of Packaging;
- Minimal Assembly (such as leg installation); and
- Day of Choice Delivery.
Please notify us of any such requirements as early as possible so that all applicable charges can be included within your quotation.
5.4 Delivery costs and lead times vary depending on the size of your order, destination and selected service level. All lead times and delivery dates are estimates only and are based on information provided by our manufacturers and logistics partners. They are not guaranteed.
5.5 Deliveries are made on working days and, unless a timed delivery service has been agreed, may take place at any time between 8:00am and 8:00pm. If delivery is required during specific business hours, you must notify us when placing your order.
5.6 Unless you notify us otherwise in writing before your order is dispatched, we will assume that the delivery address has safe, unrestricted ground-floor access.
You are responsible for ensuring that the furniture can be safely delivered to your chosen location, including through all doorways, hallways, staircases, lifts and other access points.
If delivery requires additional personnel or specialist equipment, involves restricted access or upper floors, or cannot be completed because access is unsuitable, we reserve the right to charge any additional delivery, storage, aborted delivery or re-delivery costs incurred.
5.7 A signature may be required on delivery. If no one is available to receive the goods, our delivery partners may leave the goods in a safe place, where authorised, or leave instructions to arrange re-delivery.
5.8 Where delivery cannot be completed due to your absence, incorrect delivery information or unsuitable access, a re-delivery charge may apply. Charges will be calculated according to the size, weight and number of items involved.
5.9 Special Delivery Requirements - If you require consolidated deliveries, delivery to non-standard UK addresses or any other special arrangements, you must notify us before placing your order. As we work with suppliers located both within the UK and overseas, products may be delivered separately unless a consolidated delivery service has been agreed. While we will use reasonable endeavours to accommodate special requests, this may not always be possible and may incur additional charges.
5.10 Risk of loss or damage passes to you upon delivery or, for overseas deliveries, upon dispatch.
You are responsible for inspecting all goods upon delivery and reporting any damage, shortages or discrepancies immediately. Subject to your statutory rights, goods signed for without qualification will be deemed to have been received in good condition and working order. Please refer to Clause 6.4 (Damaged Items) and Clause 9 (Care Instructions and Warranty Scope).
5.11 As many of our suppliers are based overseas, delays may occur due to manufacturing, shipping, customs clearance or other circumstances beyond our reasonable control. We shall not be liable for delays arising from such events.
6. Returns, Refunds and Cancellations
6.1 All trade orders are final. Save as expressly set out in Clauses 3.3 and this Clause 6, orders are not eligible for cancellation once placed.
6.2 You may only cancel an order because of a delay where the delay is significant in comparison with the original estimated lead time and you have first given us a reasonable opportunity to provide an updated delivery timescale.
6.3 Change of Mind Returns
6.3.1 Change-of-mind returns are accepted entirely at our discretion and will be assessed on a case-by-case basis. We are under no obligation to accept a change-of-mind return.
6.3.2 Where a change-of-mind return is approved, a restocking fee of 25% of the purchase price will apply and will be deducted from any refund due.
6.3.3 Unless otherwise agreed by us in writing, you are responsible for all costs associated with returning the goods.
6.3.4 To be eligible for a change-of-mind return, the goods must be returned unused, in their original condition and in their original packaging.
6.3.5 We reserve the right to refuse a return or reduce the amount of any refund where the goods are not returned in a resaleable condition.
6.4 Faulty Items A fault means a manufacturing defect, or the item not being fit for its intended purpose. Faults must be notified within 48 hours of delivery. Please provide a detailed description of the fault together with multiple supporting images that clearly show the issue. We will liaise with the relevant manufacturer or supplier to arrange a resolution as soon as reasonably possible. Please keep the item safe and in its original packaging while a resolution is arranged. It may be possible to arrange for a furniture repair specialist to assess and repair the item; alternatively, we will arrange collection of the faulty product and provide a replacement (where available) or a refund.
6.5 Damaged Items Please check your items for damage or faults carefully before signing for them on delivery.
- We recommend keeping all packaging and your order confirmation email, as these will be required as proof of purchase for any after-sales enquiry or return.
If goods are delivered damaged, please notify us immediately, providing a number of supporting images together with your preferred outcome should the damage claim be approved.
6.6 Made-to-Order Bespoke and Customised Products - We cannot accept order cancellations, returns or exchanges for any bespoke, custom or made-to-order item, save where the item is confirmed as faulty or damaged in accordance with Clauses 6.4 and 6.5.
6.7 Storage If items are held for more than 5 days from the available dispatch date, charges may apply. All items held in storage will be quality checked before being stored but are held at your own risk thereafter. Please note that placing an item into storage may affect your right to return that item; please discuss this with your account manager before doing so.
7. Product Descriptions, Samples & Colour Variation
7.1 Product images, swatches and samples provided by us or by our suppliers are indicative only and intended to give a reasonable representation of the product. They do not form part of a contractual description of the goods.
7.2 Many of our products are made from natural materials, including leather, wood, marble and stone, which may vary in grain, tone, texture and colour from piece to piece, and may also vary from any sample or image previously provided. Such variation is a natural characteristic of the material and shall not constitute a fault or defect.
7.3 Dimensions, weights and specifications provided are approximate and may be subject to minor manufacturing tolerances.
7.4 Screen displays may not accurately reflect the true colour of a product due to differences in device settings and lighting. We recommend requesting a physical sample where colour accuracy is critical to your project.
8. Assembly & Installation
8.1 Where a delivery service you have selected includes assembly (such as our Minimal Assembly option), the scope of that service will be confirmed at the point of quotation and is limited to the specific tasks described (for example, leg installation).
8.2 Save where we have expressly agreed to provide assembly or installation as part of your order, you are responsible for the assembly, installation and siting of all products in accordance with the manufacturer's instructions.
8.3 We are not liable for any damage, fault or safety issue arising from incorrect assembly, installation or siting of a product carried out by you or by a third party not engaged by us.
9. Care Instructions & Warranty Scope
9.1 Care Instructions - Products should be cared for and maintained in accordance with the manufacturer's care instructions supplied with the product. Where care instructions are not provided, copies are available on request.
9.2 Warranty Scope - Our warranty and fault process set out in Clause 6.3 (Faulty Items) applies only to manufacturing defects and products that are not fit for their intended purpose.
9.3 Warranty Exclusions
The warranty does not cover defects, damage or deterioration arising from:
- misuse, neglect or accidental damage;
- failure to follow the manufacturer's care or maintenance instructions;
- improper assembly, installation or handling by anyone other than us or our authorised contractors;
- fair wear and tear;
- exposure to unsuitable environmental conditions, including (without limitation) direct sunlight, excessive heat, humidity or moisture; or
- modifications, repairs or alterations carried out by any person not authorised by us.
9.4 Inspection on Delivery
You must inspect all goods immediately upon delivery and notify us of any damage, shortages or discrepancies within 48 hours of receipt in accordance with Clauses 5 and 6.4.
9.5 Late Claims
Claims reported after the 48-hour period may be rejected unless they relate to a latent manufacturing defect that could not reasonably have been identified upon inspection at the time of delivery.
9.6 Compliance with Care Instructions
Failure to follow the manufacturer's care and maintenance instructions may invalidate any warranty or other claim relating to the condition or performance of the product.
10. End-Client / Consumer Pass-Through
10.1 Where you purchase products for resale, specification, or supply to your own client (including any end consumer), you remain solely responsible for your own contractual relationship, terms, and any statutory or regulatory obligations owed to that client, including any obligations arising under consumer protection law.
10.2 These terms and conditions apply solely to the relationship between you and us, and nothing in these terms shall be construed as creating any contractual relationship, warranty, or obligation owed by us to your end client.
11. Liability
11.1 Our liability for any damages or losses is limited to the purchase price of the products.
11.2 We are not liable for any consequential, indirect, or special damages.
12. Intellectual Property
12.1 All intellectual property rights, including trademarks and copyrights, related to our products and website, are owned by us.
13. Data Protection
13.1 We will collect and process your personal information in accordance with our Privacy Policy.
14. Termination
14.1 We reserve the right to terminate our business relationship with you at our discretion.
14.2 You may terminate your account with us by following the procedures outlined in our Terms.
15. Governing Law
15.1 These terms and conditions are governed by the laws of England and Wales.
16. Severability
16.1 If any part of these terms and conditions is found to be invalid or unenforceable, it will not affect the validity or enforceability of the remaining provisions.
17. Contact Information
17.1 If you need any further information, please email trade@olivias.com.
