Terms & Conditions

Deliveries are flatrate based on weight of items. £30  (plus VAT) for lightweight items, £50 (plus VAT) for midweight items and £80 (plus VAT) for heavyweight items to most areas of mainland UK (some exclusions apply) All other areas have different pricing structures, and delivery periods depend on the order weight. Prices vary quite widely but we merely pass on the cost. Your delivery cost is calculated automatically and shown in the shopping basket. For overseas deliveries there may be an extra surcharge, please contact us to order if placing from outside of the UK.

All made-to-measure products are designed and manufactured to your exact sizes once you have placed your order. This normally takes approximately 7-14 days from receipt of your order with payment; however, this depends on the items ordered, sizes and finishes. In exceptional circumstances we may be able to produce certain items more quickly. All orders are sent via a recommended courier service as soon as they are completed. We will contact you prior to dispatch of your order to arrange a suitable date and time. You can defer delivery for up to 14 days with no charge. Storage costs will be charged should RoughLiving Furniture Limited be required to store the product longer than the 14 day window. Cost will be calculated on size of each product. Delivery is between 8am to 5pm Monday to Friday, and you must be able to accept your delivery on this basis. If your house is hard to find or you want your order delivered to a neighbour please put a short message and a contact telephone number on the order form to help the driver. Most of our deliveries are made by a third party courier service. However, depending on your location and the size of the order we may use a direct van delivery, in which case you will not receive a text but we will call you in the preceding days to arrange any details.

Please check that the parcels are addressed to you and that all your parcels have been delivered – if not ask the driver to check the van. See the enail for the number of parcels in the delivery. Your parcels may be large, heavy and/or cumbersome and you may be asked to help to move the parcels. The delivery service will take the parcels to the door of the building (or as close as is reasonably possible) but not necessarily to, or inside, the door of your residence. If access to the door is restricted (for example if you live in a block of flats or within a traffic-restricted zone) it is your responsibility to tell us this when you place the order, as it may affect the delivery. It is the customers responsibility to check the total measurements of the furniture before ordering and to ensure it will fit through doorways to the final location. Refunds will not be given for furniture that cannot be moved into a residence.

When receiving a delivery please check it for obvious damage. If you receive a damaged parcel, sign for it with “damaged but contents unchecked” and let us know which parts are damaged. We will assess the damage and remake and send them free-of-charge as quickly as possible. Please do not assemble your item until we have resolved the issue.

If the van driver is unable to deliver because you were out they will leave you a card advising of the attempted delivery. If they do this please call the number on the card as soon as possible (not us) to rearrange delivery. If the van is still in your area they will try to return that day to make the delivery. If a delivery is arranged but cannot be delivered due to customer absence at the arranged time, a secondary delivery will be arranged and the customer will incur the cost. This will incur a return cost for us and a re-delivery cost for you the customer.

We will always do our very best to get deliveries to you without inconvenience, and our performance record is very good. However, due to the nature of the service we offer and the delivery companies, we cannot guarantee the delivery time or day, so please do not arrange to have fitters or builders waiting for a delivery. Therefore, if you use our services, you must accept these circumstances. We are unable to accept liability for any consequential losses.

Orders placed on the website are collected and logged onto our production system automatically. When a web order is logged into the system you will be sent confirmation by email. If your order is not showing as logged-in then you have not sent the order successfully. Once an order and payment is received it could immediately proceed into production where it will begin to be manufactured. You can monitor the progress of your order and its manufacture in order history and you will also receive email updates as your furniture reaches each stage of the process.

Once we receive your order it is passed to our production team to begin manufacture and could be made the same day of your order, hence the need for you to check dimensions, design and colour carefully. If we make a mistake we will replace items free of charge as quickly as we can. However, if you find you have made a mistake we will advise you on how to solve it and will make replacement parts as fast as possible but we will likely, at our discretion, ask you to pay a cost depending on what is involved.

Our preferred terms of business are online credit or debit card payment at time of order. Online card authorisation is performed automatically when you confirm your order. Normally you will be advised immediately if there is a problem.

All items, sizes and finishes are listed with variable price results. From time to time, as we update our raw material costs, our selling prices will change. Our policy is to do this frequently so we never have large price changes. All prices on this website supersede all previous publications.

Once we have received and accepted your order it cannot normally be cancelled as we may start to manufacture your parts immediately. Parts made which are no longer required cannot be economically reused and can only be destroyed. However at our discretion, depending on how far advanced your order is, we may accept cancellation and refund part or all of the order value. Terms, conditions and prices are subject to change without notice.

To help ensure RoughLiving provide the best possible products and service, please read the following information. RoughLiving products are made-to-order as per the customer’s bespoke specifications. Accordingly, we are not required, by law, to accept their return. However, we do not want to ‘catch you with the small print’. We want you to take time and get the measurements correct so you are delighted with the results. Depending on items ordered you will require a level of practical knowledge to assemble your item. Where required, all screws, bolts and fixings will be supplied. But tools will be the responsibility of the customer.

If you are unsure about RoughLiving products we make the following offer: If you are unhappy with your order, call us and explain the problem and give us the opportunity to resolve the situation. If we are unable to resolve the situation, return the unit to us within 14 days from delivery date and we will refund the cost of the item (up to a maximum of £250 inc VAT). Returns which have not been agreed or are beyond this time period will not be accepted.

All imagery on this website aims to provide an accurate representation of the finished product, but as all timber is unique, some finishes, textures and colours may vary per product . Additionally, please note that the colours and finishes may appear to vary when taking into account different lighting conditions.

Please take great care when measuring space for your items. Overall sizes are the full outside dimensions. Once orders go into production, mistakes can rarely be rectified, especially once the final finish has been applied to the product. If you have any doubts please call the RoughLiving Studio team who will be happy to help.

All RoughLiving prices include UK VAT at the current rate. EU private customers must pay VAT. EU business customers do not need to pay UK VAT but they must prove they are a business with either a valid VAT number or formal letter from their tax authority. This is correct as of May 2017 but obviously European arrangements may change in the coming years. Private or business customers outside of the EU are not required to pay VAT but RoughLiving must be able to prove we have sent the goods to a non-EU address. Therefore, if you collect your goods or ask us to send them to a UK address you must pay the VAT. The Channel Islands are not part of the UK or the EU so are treated as outside of the EU.

We are happy to supply to overseas customers, however you will be required to contact us prior to placing an order to arrange the details. In most cases we prefer you to arrange your own collection from our factory, or we can deliver to any UK address for you to collect or forward from there. Alternatively, it is possible for us to arrange a courier to your (non-UK) address on your behalf, but please note that in this case we cannot offer any returns or damage claims. These issues must be covered by the purchaser.

All material on this website is copyright © Rough Living Furniture Ltd unless otherwise stated. Where applicable we hold design right over our material. We hold various patents on certain designs and processes. ‘RoughLiving.’ is a registered trademark of RoughLiving Furniture Ltd.

If you wish to feature material or images found on this website please contact us so we can supply the most suitable material. These are made available free-of-charge for journalists, bloggers, retailers and agents for the period of your promotion. RoughLiving has a high-profile public image and as such RoughLiving images must be used in a professional manner to a high standard whether digital or in print. Please note by the acceptance and use of the image you hereby agree to accept RoughLiving’s conditions of use set out below. Digital images may not be passed on to third parties other than a designer, printer or website developer working on your behalf. Images shall not be altered or manipulated, added to, or have any part deleted other than appropriate or moderate cropping. The image must not be used to promote, pass off or misrepresent a competitor’s product or service. You must provide us with a proof or complimentary copy of any publication, digital or in print, in which the image appears. Copyright of the image remains with Rough Living Furniture Ltd and should be credited as such in type no smaller than 8 point: © Rough Living Ltd or inclusion of the RoughLiving logo. Images must not be held or stored and must be deleted or returned after the stated period of use. If an image is used contrary to the above, the right to use it will be immediately withdrawn.

RoughLiving Furniture Ltd tries to ensure that our website is always available for use, but we do not guarantee the availability of the website and may from time to time suspend it for reasons of maintenance or otherwise. RoughLiving Furniture Ltd makes every effort to ensure that this website and all information held on it is accurate and virus-free. You should always virus-check everything your computer is exposed to, including anything that you download from the Internet or receive via email. RoughLiving Furniture Ltd cannot be held responsible for any loss, disruption or damage to your computer system whilst using this site or anything received from it nor for any error, omission or unavailability of the website. Any external links (to other websites outside roughliving.co.uk) are provided for background information only. These may not represent our views and we are not responsible for their content. Terms, conditions and prices are subject to change without notice.