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Terms & Conditions

When using this website, you are agreeing to be legally bound by these Terms & Conditions.

The Terms & Conditions take precedence over any in-store Terms & Conditions and govern all transactions on this website.

Any queries or questions relating to these Terms & Conditions, please contact our Customer Service Team by emailing or call 01782 719 101 between the hours of 09.00 – 17.00hrs

Who are we ?

Our address for all correspondence is:
PATTENS furniture Ltd
44 High Street
Newcastle under Lyme

Registration Number 08324497

VAT Number 152 681 509.

Applicable Law

PATTENS furniture Ltd operates its website from the above location. Therefore, the laws of England and Wales govern any claims relating to our website.
 In the event of any dispute, you hereby agree to resolve it under the laws of England and Wales.

Cancellation by PATTENS furniture

We reserve the right to cancel/not accept any order under the following circumstances:

  • Insufficient stock to fulfill the order
  • One or more of the goods ordered were incorrectly described or priced on our website
  • The payment transaction is not authorised
  • You do not provide us with your real name
  • Payment details - including your card address, is not provided.
  • Your delivery address is different from your card address.

Returns, Refunds and Your Right to Cancel

In compliance with the Consumer Contracts Regulations, you have a cancellation period where you may withdraw your order and therefore your agreement with us. The cancellation period is any time up to fourteen working days after the day we have delivered the product to you. You must cancel your order in writing via a letter or email. We must receive this communication within the 14 day period. The goods must be returned within 14 days of cancellation.

If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively, we will collect the goods and charge you the direct cost of collection.

The product must be in its delivered form and must not have been tampered with in any way, you are advised to where ever possible use the original packaging to protect the product.

The product will be inspected on return to ensure that the product has not been tampered with and is complete, including the instructions and any fittings. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods.

We will usually process the refund due to you as soon as possible and, in any case within 14 days of the goods being returned.

Bespoke Items or Customised Special Orders

Any products that are bespoke or customised are not subject to the cooling-off period as we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been special ordered from a supplier to your specific order requirements.


Please note that a refund will only take place after the goods have been returned and inspected by one of our representatives and deemed to be in a condition suitable for return. The customer accepts reasonable collection charges to return the goods. PATTENS furniture are not responsible for the loss of items in transit and strongly recommends that you use returns by signature.

Should an item be delivered and is faulty we will request that this is reported within 24 hours and that photographic evidence is sent to within 24 hours of delivery. This will enable our team to rectify any issues quickly.


Risk in goods shall pass from PATTENS furniture to the customer at the point when the goods are delivered by PATTENS furniture or an appointed PATTENS furniture logistics partner.

When goods are returned by a customer, they shall remain at the risk of the customer until received into PATTENS furniture premises and the receipt of proof of purchase has been authenticated by an authorised employee of PATTENS furniture.

Any customer choosing to invite the drivers into their house to deliver the goods to the requested room do so at their own discretion. Although the drivers try their best to be careful, we can not be held responsible for any damage incurred during the delivery.


The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's or device's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

Although we have made every effort to be as accurate as possible, because some of our Products are handmade, sizes, weights, capacities, dimensions, and measurements indicated on our site have a 2% tolerance.

Our Website Service

Our services are provided to adults over the age of 18 yrs. By ‘proceed to purchase’ through our website, you acknowledge and confirm these terms and conditions.

All prices are in pound sterling (GBP) and are inclusive of VAT at the prevailing rate.

We endeavour to ensure that our prices are current, but reserve the right to amend our prices at any time.

Images are provided for illustrative purposes only; we cannot guarantee the image portrayed will represent the true colour or full design relating to the product.

The images portrayed on PATTENS furniture website will be as accurate as possible. However, whenever we become aware of any description error, we reserve the right to correct any error on omission.

Privacy Protection

Please see our privacy and security policy.


You agree fully to indemnify us and our Officers, Directors, Employees, Agents, and Suppliers from and against all claims, liability, damages, losses cost and expenses, including reasonable legal fees, arising out of breach of conditions by you or any other liabilities arising out of your use of PATTENS furnisher website. 


Covid-19 and Brexit has had a serious impact on all areas of manufacturing and the availability of components. We ask that you bear this in mind when ordering as it can, unfortunately, impact our delivery time to you.

We provide you with the most up to date ordering times that we are given by our suppliers and shipping companies in good faith. Unfortunately, these are occasionally pushed back due to the following reasons.

  1. The planned shipment of containers has not taken place due to the lack of empty containers and the shipment was delayed leaving the factory.
  2. The container ship has been shipped but had been held up at any port enroute and suffered failed loadings onto feeder vessels destined for the UK.
  3. Delays at the UK port and with haulage companies leaving port.

There is not any one person or company that can be held accountable as this is sadly due to the impact of the pandemic and Brexit, and is a situation that is affecting importers across all industries not just the furniture trade.

We will always be honest with our customers and give you the lead times we expect. Please be courteous to our staff, product delays are out of their control.