Big Pine & Oak Terms & Conditions
Thank you for visiting BigPineandOak.co.uk and viewing our Terms & Conditions. Please read them carefully, as you agree to be bound by them when making a purchase.
Description of products
We make every effort to describe the products offered for sale as accurately as possible. However, we reserve the right to add, remove or amend products without notice.
Payment for orders
Placing an order constitutes a contract between you the customer and us (Big Pine & Oak) the retailer. All goods must be paid for prior to delivery.
When you enter your name & address details and check out, you will be taken to the Secure Hosting payment service provider website to enter your credit or debit card details. This is a secure page and your details are encrypted during transmission. Big Pine & Oak will review your order and check that the correct delivery zone has been selected before processing your payment. If there is any query we will contact you using the contact details you have provided.
You may cancel your order at any time within 7 days of placement without charge unless the goods have already been despatched, in which case you will be liable for our delivery/collection costs as below.
Any goods returned within 7 days of receipt will attract a full refund, with the only liability on the customer being the costs of delivery and collection. The goods must be in their original packaging and be in perfect condition. A refund will only be given when the returned goods have been received and inspected by us.
All furniture from Big Pine & Oak comes with a 1 year guarantee against manufacturing defects. Should a problem manifest itself within this period the furniture will be repaired or replaced.
Replacement of damaged goods
Goods that are damaged on arrival with the customer will be replaced at no additional cost. It is in the customer's own interests to unwrap and fully inspect all furniture at the time of delivery.
Customers have up to 7 days following delivery to report damage, we will then send a representative of the company to inspect, or if photographic evidence can be sent to us we will can then ensure the smooth transition of replacing your furniture as quickly as possible.
All items featured on this web site are normally delivered to the customer within 4 – 8 weeks. Furniture delivery quotes refer to the maximum time anticipated for customers’ furniture to arrive from the manufacturer to the warehouse of Big Pine & Oak in Plymouth. In all cases delivery quotes are not guaranteed but should be regarded as a guide to the anticipated waiting time under normal circumstances.
Goods delivered by us as standard will be placed in the customer’s preferred room, provided that reasonable access is available.
If assistance is likely to be required in unpacking and inspection of the goods, please mention this to us when we telephone you to arrange delivery.
It is the customer’s responsibility to ensure the furniture they purchase can pass through the doorways, hallways, rooms and staircases to the room of their choice. In the event of restricted access our drivers will leave the goods at the nearest convenient point for the customer.
It will not be the responsibility of Big Pine & Oak to deliver, unpack or assemble furniture in locations that have no reasonable access for the items being delivered.
A residential phone number must be provided for all orders placed, and this number must be for the address on the order, and in the name of the person placing the order. We must also have a number (eg mobile) at which you can be contacted on the day of delivery.
Delivery of large items
Larger items, such as beds, wardrobes and tables, in the ranges of fully assembled furniture are often supplied partly dismantled to assist in delivery. Big Pine & Oak does not undertake to assemble these items. However, if assistance is required with assembly this service can be purchased in advance from the delivery company. Please discuss your requirements with them when they telephone to arrange delivery.
Delivery is charged at a flat rate according to the distance from our Plymouth store: zone 1 £25, zone 2 £35 and zone 3 £45.
Please check on the map to indentify which zone applies. On the Basket page please select zone 1, 2, 3 or To Collect. All orders will be checked for the correct delivery zone charge.
Care, inspection and handling of goods
Wood will exhibit variations in colour, grain pattern and tone within individual pieces of furniture and between different items of furniture from the same range. This is not a fault but a natural characteristic of the material. Wood will also change colour as it ages. Again this is not a fault but part of the inherent characteristics of the material.
It is not unusual for wooden furniture to crack or split as the timber settles; this happens more frequently with waxed furniture and is completely normal.
Wooden furniture will swell in damp conditions and shrink in hot, dry conditions. The furniture we supply is not suitable for areas which attract strong sunlight and heat such as conservatories.
Waxed furniture requires regular wax treatments to preserve its appearance. The wax is merely a coating on bare wood, and as such the wood will exhibit shiny marks where the wax may have been rubbed. This is natural and unavoidable.
No wooden products are stain or heat resistant, although a lacquered product offers slightly greater protection.
No refunds will be payable for damage caused by mishandling furniture, misuse of furniture or the application of unsuitable coatings, polishes or abrasives.
Customers are required to familiarise themselves with what is commonly understood by the terms ‘distressed finish’ and ‘distressed furniture’ before ordering such items. These terms mean the goods will exhibit a variety of imperfections to the surfaces, such as cracked, flaking or incomplete paintwork or lacquer, marks, gouges, splits or cracks to the surfaces or any other blemishes deliberately intended to create a worn, aged or re-used appearance.
Wood and wood-based furniture has inherent inconsistencies in the absorbency of its surfaces. It is inevitable therefore that this will result in some colour variations in the finish on mass-market painted furniture. There are also variations in colour finishes as depicted on the internet due to technical factors, such a lighting of the furniture when photographed, and editing of images.
Paint is normally only applied to the external surfaces of furniture. Internal surfaces will either be in bare wood or a thin or mist coat.
Goods which are ordered to a non-standard specification or finish cannot easily be offered for resale, so they are classed as special order items. Customers who cancel a special order are liable for the costs incurred by Big Pine & Oak. This includes any carriage costs incurred or any charges made to us by the manufacturer.
All special orders are subject to a non-refundable deposit of 30%.
Users may register their name and address details with the Big Pine & Oak website via the users button. This saves returning customers having to enter their details afresh, and also allows them to view their order history. A user who registers will be sent an e-mail with a link to confirm the registration.
The details required do not include credit/card information and are saved only for this purpose. They will not be passed on to any other organisation.
Use of Big Pine & Oak web site
Big Pine & Oak owns the copyright and all other intellectual property of, or has the right to use and make available for purchase where relevant, all material on the site including but not limited to the text, graphics, logos and all other material available or downloaded through the site.
Any links to third-party websites are provided for information only and do not imply an approval or endorsement of the site. Big Pine & Oak shall not be held responsible for the contents of any linked site; and shall be under no liability arising from your use of these sites.
The site is provided 'as is' and without warranty of any kind to the extent allowed by the applicable law. Big Pine & Oak does not warrant that the Site is free of errors and/or omissions, worms, viruses, Trojan horses and the like. You are solely responsible for your use of the site and any materials contained therein.
Variation of Terms & Conditions
Big Pine & Oak reserves the right to change these Terms & Conditions at any time and without notice. You will be automatically bound by these modifications when you use the site, and should periodically read these Terms.