HELP CENTER

Product

 

All products and services are subject to availability and may be withdrawn at any time. 

 

We check supplier stock availability of our products on a weekly basis, but in the unfortunate event that any products are out of stock and we are unable to supply in an adequate time frame, a full refund will be offered or the monies can be used for an alternative product.

 

All items have a lead time. This lead time is an ESTIMATED time, in weeks, supplied to us by the manufacturer of the goods. The manufacturer aims to supply us with the goods within this time; however this is not always possible. Where there are delays we aim to notify you as soon as we are informed.

 

Beds & Mattresses 1-4 weeks 

Sofa's, Chairs & Footstools 1-8 weeks

Garden Furniture 1-16 weeks

Accessories 1-3 weeks 

 

Product measurements are APPROXIMATES, but we do try to ensure that they are as accurate as possible. 

 

Products and material colours from the website may vary from the products true colour due to setting on your monitor/screen and photographic reproduction. Material samples are available on request. 

 

If there are any errors to the description of a product or you are unsure please contact any errors that have been made in the description of our products will be rectified as soon as possible.

 

Order 

 

Before placing an order, we suggest you measure all doorways/entrance points, the route that the item will follow and the final position of the item to ensure it's not too big. CMS furniture is not liable or cannot offer a refund if furniture is too big or does not fit.  

 

When you place an order with us online, you are making an offer to buy goods. We will send you an email to confirm that we have received your order, this confirmation email is acceptance that the following order terms come into effect. 

 

All details supplied to CMS Furniture must be true and accurate. If there are any errors on your confirmation email you must contact us immediately. 

 

All orders are subject to acceptance, we will notify you within 48 hours of your order to confirm an ESTIMATED the lead time. 

 

All products are subject to availability and may be withdrawn at any time. Any goods that we are unable to supply in an adequate time frame will be refunded in full or the monies can be used for an alternative product. 

 

Custom & Special Orders, we are unable to offer a refund or accept a return. If the order has been placed with the manufacturer and the production has started the order cannot be cancelled. 

 

In the event that any product is displayed with an inaccurate price we have the right to withdraw and cancel the order prior to a contract being made 

 

Any errors that have been made in the description of our products will be rectified as soon as possible.

Price and Payment

 

Prices displayed on our website are inclusive of VAT at the UK standard rate of 20%.

 

We offer the following payment options; 

 

Pay the full balance- We shall take payment from your chosen credit/debit card or via PayPal at the time we receive your order

 

Pay a deposit and balance on delivery – Call us and we shall take a 10% payment for the deposit. The remaining balance can be taken on delivery via Bank Transfer, Credit or Debit Card or Cash.  

 

Pay by finance – if your finance application is accepted, we’ll require any deposit amounts to be paid before we can process your order. Your monthly finance payments will then commence after taking delivery of your order


 

Delivery

 

We pride ourselves on the quality of the delivery service that we provide to our customers!

 

We collect all Sofas, Beds & Marble Tables directly from our suppliers & manufacturers. We don't use delivery depots or third party delivery companies. Once we have your items we check your order before it leaves our warehouse & items are delivered to your home using our own vans and team.  

 

We think that level of care, time and peace of mind for you is worth every penny!

Delivery across England & Wales 

We Deliver, Set-Up & Remove Packaging on Sofas, Beds, Marble tables & chairs, across most of England & Wales!

Sofas, Beds, Fully Assembled Furniture & Marble Tables- £99

Chairs & Footstools- £49

Flatpack Furniture- £49

Art- £39

Flat pack & Accessories deliveries are to room of choice only. 

There is an additional £60 delivery surcharge to the following postcode and London*! 

TR, PL, EX, TQ, TA, DT, BH, SP, BA, BS, SN, RG, SQ, PO, GU, SL, HP, LU, AL, SG, CM, RM, CO, SS, ME, CT, TN, HH, SA, CF, NP, GL, OX, MK, CB, IP, NR, PE, 

CMS furniture will call you once you order has been placed to take the addition payment and confirm the delivery.

* Please note that on deliveries within these areas, we may contact you to arrange a direct from supplier delivery this may not always be to the room of choice.  

Delivery Information

*We will always strive to deliver to the customer’s room of choice, but there may be instances when the delivery team determines this cannot be achieved because the risk of damage to the surrounding area, the property or the goods, is too great. In this situation, the team will always attempt to leave the goods as near as possible to the room of choice.

 

Please ensure that your property is directly accessible, any breakables are stored away and there is a clear route to your room of choice. If the delivery team deem that the products can not be delivered due to access restrictions then pictures will be taken and you will be responsible for additional delivery charges.  

 

​Once delivery has taken place the delivery team will check over the product and also ask you to check over your items to ensure that everything is ok before asking you to  sign.

 

In the unfortunate event your goods are damaged when you receive them, we will take pictures and notify Customer Services who will be happy to rectify this problem as soon as possible. If you later discover any please contact customer services as soon as possible and be aware that we may require photographic evidence of the damage before action can be taken.

Unfortunately we do not offer disposal service.

 

There are rare occasions where we may be unable to make the delivery to you on the agreed date. In the event that we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and make alternative arrangements. 

 

If you have supplied incorrect delivery details we will do our best to get your items to you as soon as possible (once we have the correct information). However there will be a charge for this 

 

Please note that we cannot be held responsible for any losses arising from a late or failed delivery.

 

Amendments to date/addresses 24 hours before delivery– £10 (this may affect the delivery date)

Amendments to date/addresses after a delivery attempt has been made - £69 (this may affect the delivery date)

Failed delivery attempts, due to no one being at the property - £69 to redeliver (this may affect the delivery date)

Failed delivery attempts, due to customer supplying incorrect information - £69 to redeliver (this may affect the delivery date)


Cancellation/Returns

 

If your item develops a fault we will deal with your complaint in accordance with your rights under the Sales of Goods Act 1979. You will also be supplied with a warranty/guarantee, which is in addition to your statutory rights.

 

Please check over your goods on delivery, If you find your goods to be faulty, damaged or incorrect please let the delivery team know they will take pictures and a member of Customer Services will be in touch as soon as possible. If you find that your goods are damaged after you have taken delivery please notify us as soon as possible. 

 

Due to the customised nature of bespoke orders, we do not accept refunds for custom made or special orders under any circumstances. Faults covered under the 12 months guarantee are not affected.  

 

If you are not satisfied with your purchase for any other reason (excluding Custom Made/ Special orders or Manufacturing Faults) and report this, in writing, within 14 days, from the date of delivery, you will be given the option to return the product to us for a refund or exchange.You must ensure that;

 

You have the details of your original order. We suggest that you keep the order confirmation and any correspondence that we have sent to you as proof of purchase.

 

The Item is returned unused, in their original packaging and in the condition you received them. It is your responsibility to take reasonable care of the products whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

 

Return of non-faulty products are the responsibility of the customer. However CMS Furniture recognises that many customers do not have a means to do this and therefore can offer a collection service for most items. Collection will normally be charged at our standard delivery charge rate as shown on your original order. In this case and for your convenience the cost for collection will be deducted from the refund of your order. Collection must take place from the delivery address stated on your original order. We will not be liable for damage however caused if products are moved or transported from one address to another address. Should you move the product outside of the mainland United Kingdom it is your responsibility to arrange for it to be transferred back to the mainland United Kingdom if you want to return it to us.

 

Prior to returning any goods you must inform Customer Services (within 14 days of receipt). If you do not return the goods within 21 days of receiving we will arrange to collect the item and deduct the carriage charge from your refund. 

 

Once we have received the goods we will inform you and arrange for a refund or exchange. Please note; refunds may take up to 14 days to process.


 

If the product has damaged, deteriorated or soiled in your care and through no fault of the manufacturing of the product, it is no longer eligible for a return.

 

Complaints Procedure

 

CMS Furniture is committed to providing high quality products and service to all of our customers. Therefore, we hope that you are pleased with the product you have purchased and the service you have received.

If you have a complaint or in any way feel dissatisfied with the products or service you have received we would like to hear from you as quickly as possible so we can take every opportunity to resolve your complaint. CMS Furniture seeks to continuously enhance our customer experience and we welcome complaints as an opportunity to further build on improving our customer service.

All complaints are dealt with by our Customer Services department.

Telephone: 07704 675 526

Email: info@cmsfb.co.uk

Post: Unit 4 Welton Rd, Bromborough, Wirral CH62 3PQ

Upon receiving your initial complaint a customer service advisor will aim to contact you as soon as possible to acknowledge receipt and discuss the process of resolving your issue.

If you have a complaint regarding a product which you feel may have a manufacturing fault we will initially ask for some photos of the product, to enable us to assess the possible problem. If we are unable to assess the problem fully using this method we may need to get the product independently inspected, in which case, an independent assessor will visit you to carry out a full inspection of the product. The independent inspector shall produce a report stating the nature of fault or detail why the product is not faulty. This inspection is final and we abide by the report produced.