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Terms & Conditions

By 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 fulfil 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 good 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. This includes the use by any othe


Following on from the announcement from the Prime Minister who has asked us to temporarily close our furniture store in Wolstanton until further notice. Our showroom is therefore closed but we are planning to reopen with safety measures in place on the 1st June 2020 ! In the mean time we continue to be open for business online and limited cover on the telephone. 

To safeguard our employees and customers, we will not be able to fulfil our own 2 man deliveries until lockdown is lifted although we will continue to drop items that are 1 man deliveries to doorstep. We will call you and arrange delivery as soon as we have products from the manufacturers, please bare with us as timescales will fluctuate dependent on factory shutdowns etc. If you have outstanding 2 man drop orders with us, we will hold your furniture until the restrictions are lifted when we will then quickly get it out to you. If your item on our website shows as free delivery it will be delivered by a 3rd party and delivered within the timeframe displayed.

We have been in operation for over 30 years and we are looking forward to reopening.. We are very sorry for any inconvenience caused !

If you have a service issue with any furniture item you have please email We will attend to your issue just as soon as we can when the restrictions are lifted. We apologise for any inconvenience, however, we’ll be in touch as soon as we can once the situation changes to rearrange your visit.

This is an unprecedented situation that is changing daily. At PATTENS furniture we are constantly evaluating the situation and following government guidelines. Please keep an eye on our website or social media channels for the latest up-to-date information.

Stay safe and isolate. Hopefully we will see you on the 1st June 2020 !