Terms & Conditions of Sale and Use

Last updated: 14 October 2026

Welcome to Downton Home. We want customers to feel confident when buying furniture, home accessories and design services from us. These Terms of Service explain the basis on which we supply products and services, what you can expect from us, and the responsibilities that apply to both parties. Please read them carefully before placing an order.

These Terms should be read alongside the product description and delivery information provided before purchase, our Shipping & Delivery Policy, our Return and Refund Policy and our Privacy Policy. If a specific condition is agreed in writing for an individual order, it will be considered with these Terms. Nothing in these Terms excludes or restricts any legal rights that cannot lawfully be excluded, including statutory consumer rights.

1. Introduction and Business Information

Downton Home is the trading name of Downton Home Furnishings Ltd, a company registered in England and Wales under company number 14979337.

Registered office: 124 City Road, London, EC1V 2NX, United Kingdom.

Website: https://downtonhome.com
Customer service email: hello@downtonhome.com
Customer service telephone: 020 3051 9233
General customer service hours: Monday to Friday, 9:00am–5:00pm, excluding public holidays.

The registered office is our corporate correspondence address. It is not necessarily a showroom, collection point or location at which consumer returns can be accepted. Please use the returns instructions supplied by our customer service team.

References to “we”, “us”, “our” or “Downton Home” mean Downton Home Furnishings Ltd. References to “you” and “your” mean the purchaser, customer or person using the website, as appropriate. Additional terms may apply to business-to-business purchases, expressly agreed trade accounts and independently supplied professional services.

2. Scope, Eligibility and Acceptance of These Terms

These Terms govern orders placed through our website and, where applicable, purchases or services arranged directly with our team by telephone, email or written proposal. By ordering, you agree that these Terms will form part of the applicable contract, subject always to mandatory consumer law and the pre-contract information supplied to you.

You must provide accurate information when ordering and must be legally capable of entering a contract. If buying on behalf of an organisation, you confirm that you have authority to do so. We may need to contact you to check material order details or prevent fraud.

We reserve the right to decline an order where there is a legitimate reason, such as an inability to supply a product, a payment failure, suspected fraudulent activity or an obvious pricing error, provided that we act lawfully and refund any payment where no contract is fulfilled.

3. Placing an Order and Formation of the Contract

Our website is an invitation to place an order. When you submit an order, you are offering to buy the goods or services described at the price and on the terms made available to you before payment. An automated message acknowledging receipt does not necessarily confirm acceptance where it is clearly identified as an acknowledgement.

A contract is formed when we expressly accept your order, ordinarily by issuing an order confirmation or other written acceptance. Where the checkout communication itself constitutes acceptance, that communication will govern. We will provide an appropriate confirmation of the agreed order information in a durable form, normally by email.

Before submitting an order, please check product names, variants, finishes, dimensions, quantities, delivery addresses, contact details and any service specification. Contact us promptly if you identify an error. We will endeavour to make reasonable changes before dispatch or production, but cannot guarantee a change once processing has begun.

If you place separate orders for items advertised as matching, variations may occur between manufacturing batches, natural materials and production runs. We cannot guarantee identical grain, shade or finish between separately manufactured pieces unless this is expressly stated as a product feature or agreed condition.

4. Website Accuracy, Images and Product Descriptions

We aim to keep product descriptions, specifications, prices, stock status, photographs and estimated delivery information accurate and up to date. However, occasional errors, supplier updates and technical problems may occur. If we discover a material error affecting your order, we will explain the position and offer an appropriate choice, which may include confirming the corrected details or cancelling the affected order for a refund.

We will not unilaterally change an agreed product specification or price after a contract is formed without a lawful basis or your agreement. Any rights arising from a product's failure to match its description remain unaffected.

Images are intended to show the product accurately, but perceived colour and texture can vary with lighting, photography, screen calibration and room conditions. Dimensions may include reasonable manufacturing tolerances where these have been appropriately disclosed. Descriptions of natural materials should be read with the understanding that grain and pattern can vary between individual items.

Please review supplied measurements before ordering, particularly where an item must fit a doorway, staircase, alcove or other confined space. Ask for clarification or samples if you are unsure. These recommendations do not remove our obligation to supply products that are as described, of satisfactory quality and fit for any particular purpose made known to us in circumstances where the law requires this.

5. Stock, Availability, Discontinued Products and Substitutions

All products are subject to actual availability and applicable supplier lead times. A listing or a previous stock indication is not a guarantee that an item remains immediately available at the time of purchase. Where an item becomes unavailable after you order, we will notify you as soon as reasonably practicable.

We may offer an alternative of comparable characteristics, but we will not substitute a materially different product without your agreement. If we cannot provide the item contracted for, you may be entitled to cancel that part of the order and receive the appropriate refund.

Supplier-managed products may be dispatched from a manufacturer's or distributor's warehouse. Where a product is discontinued, its finish is changed or its manufacture is delayed, we will provide revised information and your available options rather than assume acceptance of a substitute.

6. Prices, VAT and Payment

The price payable is the price agreed at checkout or otherwise confirmed in your accepted written order, subject to any permitted correction agreed before the contract is formed. Product prices are shown in pounds sterling and include applicable UK VAT where required, unless a trade quotation or other clearly identified arrangement states otherwise.

Before you commit to payment, we will display or explain the total amount payable, including available delivery charges and any optional extras you have selected. A charge for an optional service will not be added without the consent required by law.

Payment must normally be completed at checkout or when otherwise specified in an accepted quotation. Available payment methods are those displayed at the time of purchase. We may use secure payment providers to process transactions. We do not ask customers to send full card details by ordinary email.

If a transaction is declined, flagged for verification or not authorised, processing may be delayed until the issue is resolved. Any instalment, financing or buy-now-pay-later option offered by a third-party provider is subject to that provider's terms and eligibility criteria, presented when the service is selected.

7. Pricing Errors and Promotional Offers

Although we take care with pricing, genuine display, typographical or system errors may occur. If we identify an obvious error before accepting an order, we may decline the order and notify you. If a material error comes to light after acceptance, we will contact you, explain the situation and seek an appropriate lawful resolution rather than simply charging more without your agreement.

Discount codes, sale prices, limited-time offers and promotional benefits are subject to the specific, clearly communicated conditions of the promotion. We may refuse improper or fraudulent use of a voucher, subject to applicable law. Unless expressly stated otherwise, discount codes cannot be exchanged for cash and may not apply retrospectively to completed purchases.

Reduced-price, clearance and outlet products retain all applicable statutory consumer protections. A promotional description does not override information required by law to be supplied accurately before ordering.

8. Ownership of Goods and Responsibility for Them

Legal ownership of goods may remain with us until we receive payment in full, to the extent permitted by law. This does not mean that the risk of damage passes to you when goods leave our warehouse.

For consumer purchases, goods normally remain at our risk until they come into the physical possession of you or a person identified by you to receive them. Different rules can apply where you independently appoint a carrier who was not offered as one of our delivery options. We will not make customers bear the risk of loss in the delivery network where the law places that risk on us.

You should take reasonable care of goods once delivered, subject to your legal rights. If a delivery is lost, damaged or misdelivered before the relevant transfer of risk, contact us so we can investigate and provide the appropriate remedy.

9. Delivery Coverage and Charges

Delivery availability depends on the item, supplier, selected service and destination. Our general UK delivery profile currently includes £9.00 standard delivery for qualifying orders below £125 and free standard delivery for eligible orders of £125 or more. These general-profile rates are not a promise that every supplier-managed, bulky or specialist item qualifies for them.

Furniture, fragile goods, oversized items and products dispatched under separate supplier arrangements may have different prices, service areas or delivery methods. Availability to Northern Ireland, islands, remote areas and international destinations must be checked for the specific product and postcode. Do not assume every product is deliverable to every UK destination.

The relevant charges and restrictions must be explained before an order is placed. We will not add an unagreed charge after checkout merely because delivery costs have increased. Please see our full Shipping & Delivery Policy for further details:

https://www.downtonhome.com/policies/shipping-policy

10. Delivery Estimates, Agreed Deadlines and Delays

Delivery estimates depend on stock, production schedules, courier capacity, location and the service selected. Product pages may state an estimated dispatch time, delivery window or made-to-order lead time. A quoted estimate should not be treated as a guaranteed appointment unless the date or time is expressly agreed as a contractual commitment.

Under consumer law, goods must normally be delivered without undue delay and within 30 days of the contract being made unless a different delivery period has been agreed. Longer lead times can apply to made-to-order furniture where properly disclosed and agreed before purchase.

If a material delay arises, we will contact you with a revised estimate and explain the available options. Where delivery is late, you retain your statutory rights, including any applicable right to bring the contract to an end and obtain a refund. If delivery by a specified date was essential and this was made known before the contract was formed, the applicable consumer-law rules will be respected.

We recommend avoiding non-refundable installation bookings or appointments based solely on an estimated arrival date. This practical recommendation does not exclude any liability or legal remedies that cannot lawfully be excluded.

11. Multiple Orders, Split Deliveries and Courier Tracking

Goods ordered together may be delivered in separate consignments, particularly where products originate from different supplier warehouses, have different manufacturing lead times or need different delivery methods. For example, a lamp may arrive before a bespoke sofa supplied on an agreed longer lead time.

We will provide tracking and dispatch information where it is available. Some couriers provide real-time updates or narrow delivery windows, while others do not offer that level of tracking. Delivery may be handled by DPD, Royal Mail, specialist furniture carriers, pallet networks or other suitable providers, depending on the product.

If you need several items to arrive together, contact us before ordering so we can check whether consolidation is possible. We will advise you if this would affect the price or estimated arrival time. Any extra charge will be communicated in advance and will be subject to your agreement where required.

12. Access Requirements and Delivery Responsibilities

Before ordering large furniture, please check the overall dimensions of the product and assess doors, hallways, lifts, staircases, corners, parking arrangements and the intended delivery point. Tell us before ordering about narrow roads, height limits, security gates, restricted delivery hours, upper-floor access and other circumstances likely to affect the delivery service.

Depending on the service purchased, delivery may be to the kerbside, building entrance, doorstep or a specified room. Standard delivery does not necessarily include stairs, unpacking, assembly, moving existing furniture or disposal of pallets or packaging. Enhanced or two-person delivery services apply only where expressly confirmed.

You are responsible for providing accurate delivery information and reasonable access at the agreed appointment. Please arrange for an authorised person to receive the order when required, and keep the agreed access route reasonably clear and safe. We may reasonably refuse to perform a manoeuvre that would create a material safety risk.

Where access difficulties prevent the agreed service, we will explain the options, including rearrangement, an alternative delivery point or any genuinely necessary additional service. Any further charges will depend on the circumstances, the pre-contract information supplied, the agreement made and applicable consumer law.

13. Missed Deliveries, Storage and Redelivery

If delivery cannot be completed because the recipient is unavailable, the address is incorrect or a previously disclosed access requirement has not been met, a carrier may offer redelivery, collection from a depot or another suitable arrangement.

If additional storage, handling or redelivery costs arise directly from circumstances within your reasonable control, we may seek to recover an appropriate charge where the possibility and basis of that charge were disclosed and the charge is lawful and proportionate. We will explain the cost before arranging a separately chargeable service wherever practicable.

We will not automatically retain the full purchase price, impose an arbitrary penalty or declare that legal refund rights have been lost solely because an attempted delivery was unsuccessful. If repeated attempts fail, we will contact you to agree a fair solution, taking into account whether the goods were standard, customised or otherwise subject to different legal treatment.

14. Large Furniture, Pallet and Specialist Deliveries

Some furniture items are delivered on pallets or by specialist one-person or two-person carriers because of their weight, size, finish or fragility. Pallet delivery may be to a safe kerbside or ground-level location, and a pallet may be left with the customer where this is disclosed as part of the service.

Two-person or room-of-choice services may be available for selected items. These do not automatically include assembly, unpacking, packaging removal or moving existing furnishings unless those features are expressly agreed.

Please check the exact delivery service on the relevant product listing or with our team before placing an order. We recommend retaining the packaging during initial inspection in case a return or investigation is required. Your statutory rights are not conditional on retaining the original packaging.

15. Made-to-Order, Bespoke and Personalised Goods

Certain upholstered, fitted, bespoke or personalised products may be manufactured after an order is placed. Product pages should explain the applicable specification, material options and indicative lead time. Some genuinely bespoke furniture products may have an estimated manufacturing and delivery period of 10–14 weeks where this has been expressly stated and agreed; other products may have different timeframes.

Please check dimensions, upholstery, fabrics, finishes, configurations and any special instructions before confirming a bespoke specification. Alterations may become difficult or impossible after production begins. Contact us immediately if you wish to request a change; we will tell you what is feasible and whether any properly agreed additional costs apply.

The statutory change-of-mind cancellation exception applies only where the goods genuinely meet the legal definition of goods made to the consumer's specifications or clearly personalised. An item is not automatically exempt merely because we order it from a supplier, do not hold it in stock, or use the description “made to order”.

Where the exception lawfully applies, a change-of-mind cancellation right may not exist. We may separately offer a goodwill cancellation opportunity in an agreed period, but no general three-day deadline can remove a cancellation right that the law otherwise provides. Faulty, misdescribed or otherwise non-conforming goods retain all statutory protections regardless of being bespoke.

16. Consumer Cancellation Rights for Goods

For eligible goods purchased at a distance, consumers can normally cancel without giving a reason during the 14-day statutory cancellation period, calculated from the relevant day on which the goods or final item come into the possession of the consumer or their nominated recipient.

To cancel, notify us with a clear statement by email, telephone or another accepted communication method. You do not have to use any particular returns portal to exercise a statutory right. Once cancellation is communicated, the goods must normally be sent back within a further 14 days unless we have agreed to collect them.

Certain statutory exceptions apply, including qualifying personalised goods, goods liable to deteriorate rapidly, and some hygiene-sealed products after unsealing, where the relevant legal conditions are satisfied. We will not treat ordinary clearance items or assembled items as automatically excluded from statutory cancellation rights.

Customers are normally responsible for the direct cost of returning goods under a valid change-of-mind cancellation where that responsibility has been clearly explained before ordering. Special rules apply to goods that cannot normally be returned by post: relevant return costs or a reasonable estimate must be provided where required by law.

For complete details, please read our Return and Refund Policy:

https://www.downtonhome.com/policies/refund-policy

17. Condition of Returned Goods and Refund Deductions

You may examine eligible goods as you reasonably could in a shop. If goods are handled beyond what is necessary to establish their nature, characteristics and functioning, a lawful deduction may be made to reflect any reduction in value attributable to that excessive handling.

Original packaging is recommended but is not a mandatory condition of exercising statutory cancellation rights. There is no automatic £5 deduction simply because a carton has not been retained. We recommend using suitable protective packaging when sending goods back and keeping proof of postage.

We do not impose a blanket “unused, resaleable, never assembled” condition that overrides statutory rights. Any reduction in refund value must be justified by the handling and applicable law. Your entitlement concerning faulty or misdescribed goods is separate from change-of-mind rules.

18. Refunds and Original Delivery Charges

Refunds for eligible cancellations will be processed in accordance with applicable statutory timescales. Where goods are returned following a valid distance-selling cancellation, we will normally refund within 14 calendar days after receiving the goods back or receiving evidence that they have been sent, whichever is earlier, subject to the relevant legal conditions.

Where an entire qualifying consumer order is cancelled, a refund will include the original standard delivery charge where the law requires it. Additional costs for an enhanced delivery option selected above the least expensive standard delivery may not be refundable under the statutory cancellation rules.

Refunds are normally made to the original payment method unless another arrangement is expressly agreed. Payment-provider processing times may vary. We will not impose an unauthorised restocking fee or a charge inconsistent with your statutory rights.

19. Faulty, Damaged, Missing or Incorrect Goods

We are under a legal duty to supply goods that conform to the contract. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. The statutory remedies depend on the circumstances and may include the short-term right to reject within the applicable 30-day period, repair or replacement, a price reduction, or a final right to reject.

Please tell us as soon as reasonably possible if you discover visible damage, missing components or a product fault. Prompt notification and photographs can help us investigate with the manufacturer or courier, but we do not impose a 24-hour or 14-day reporting cutoff that extinguishes statutory rights.

We may reasonably ask for the order details, a description of the problem, photographs or access for inspection where necessary to investigate a claim. This does not entitle us to delay a lawful remedy unreasonably or require evidence that is not reasonably necessary. Where goods are faulty, the relevant return, repair and replacement costs are dealt with in accordance with the law.

Manufacturer warranties are additional to, not substitutes for, statutory rights. A product may still qualify for a remedy when an optional manufacturer warranty has ended. Damage caused solely by misuse, unsuitable handling or incorrect installation may be assessed separately, but we will not use those concerns to exclude a genuine pre-existing defect.

20. Examination, Repairs and Replacements

Where a product may be defective, we may offer a reasonable inspection, request troubleshooting information or arrange examination by a manufacturer or specialist. Where the law provides a right to a repair or replacement, it must be carried out within a reasonable time, without significant inconvenience and at no necessary cost to the consumer.

A repair or replacement may be unavailable where it is impossible or disproportionate under the applicable legal test. In that case, the remaining consumer remedies will be considered. Manufacturing and shipping lead times for non-stock replacement parts will be communicated as clearly as possible.

For self-assembly products, please follow the instructions supplied and use suitable tools. If an installation appears unsafe or beyond your skill level, we recommend qualified assistance. This advice does not reduce our responsibility for defective instructions, components or non-conforming goods where the law places responsibility on us.

21. Design Consultations and Interior Design Services

Where interior design consultations, telephone appointments, room schemes or other design services are offered, the scope, deliverables, appointment arrangements, price and any deposit requirements will be explained before booking or in an accepted written proposal.

Under our existing service arrangements, some full design packages may require a 50% deposit, with the remaining balance due seven days after the agreed package is completed, unless the individual quotation provides a different schedule. These payment terms apply only where clearly disclosed and agreed for the particular service.

Our standard service operating hours are generally Monday to Friday, 9:00am–5:00pm, unless otherwise arranged. Services are considered delivered when the agreed work or advice has been provided in accordance with the contract. Extra revisions, additional rooms or work outside the agreed scope may be quoted separately and will not be charged without appropriate agreement.

Any consumer cancellation rights for services, including distance-selling rights and the special rules where a customer expressly requests that work begin during the cancellation period, will be respected. We will not treat a deposit as automatically non-refundable where consumer law requires another outcome. Service cancellation and rescheduling terms will be explained at the point of booking.

22. Use of Design Advice, Measurements and Professional Installers

Our design advice may include product suggestions, colour schemes, layout proposals and general room-planning information. Unless expressly agreed, our design services do not constitute architectural, structural, engineering, electrical, gas, plumbing or building-control advice.

You should obtain appropriate professional advice where a project involves structural alterations, regulatory approvals, wiring, gas work, specialist fixing, damp, fire safety or similar technical matters. We recommend confirming final measurements with a suitably competent installer before commissioning fitted or custom pieces.

We are responsible for performing any services we provide with reasonable care and skill as required by law. We cannot guarantee the independent workmanship of an installer selected and contracted directly by you, but this does not exclude any liability that we legally bear in relation to a service that we ourselves supply or arrange under the relevant contract.

23. Product Care, Domestic and Commercial Use

Products should be used for their intended purpose and maintained in accordance with any care, cleaning, assembly and safety instructions provided. Furniture should be installed or secured appropriately where necessary for safe use, including compliance with relevant anti-tip guidance.

Some product descriptions or warranties may specify domestic-use suitability or limitations for high-traffic commercial settings. If you plan to use a product in a commercial, hospitality, public or unusually demanding environment, contact us before purchase to check suitability.

We will not automatically exclude statutory rights on the ground that a product was used in an unexpected setting where the law requires otherwise. Any additional commercial-use exclusions, manufacturer warranty limitations or agreed trade arrangements must be lawful and appropriately disclosed.

24. Website Access, Acceptable Use and Security

You may use our website for lawful browsing, purchasing and contacting us. You must not deliberately interfere with website security, submit malware, attempt unauthorised access to systems, scrape information unlawfully, impersonate another person, use stolen payment credentials or engage in fraudulent activity.

You must not transmit unlawful, abusive or infringing material through our forms or customer-service systems. We may take proportionate action, including blocking malicious traffic or reporting suspected offences to competent authorities, where necessary to protect our systems, staff and customers.

The website may occasionally be unavailable for maintenance or technical reasons. We aim to restore service promptly but cannot promise uninterrupted access. Nothing here removes legal rights relating to any completed order or paid service.

25. Intellectual Property and Website Materials

Unless otherwise indicated, intellectual-property rights in our website content, brand presentation, graphics, original photography, design materials and written descriptions belong to us or our licensors. You may view pages and retain reasonable copies for personal reference and to document your purchase.

You must not reproduce significant amounts of our original content for commercial publication, misuse trademarks, remove copyright notices or imply an association with Downton Home without permission, except where lawful exceptions apply.

Product images and manufacturer materials may also be subject to supplier rights. Design proposals supplied as part of a paid service may have separate licensing arrangements, which will be specified in the relevant proposal. Your statutory rights and any expressly granted usage rights remain unaffected.

26. Privacy and Data Protection

We collect and process personal information for purposes such as responding to enquiries, providing quotations, fulfilling orders, arranging delivery, handling returns, fraud prevention and meeting legal obligations. We may share necessary order and delivery details with payment processors, couriers, suppliers and service providers where lawful and appropriate.

Our handling of personal information is explained in our Privacy Policy:

https://www.downtonhome.com/policies/privacy-policy

Use of the website or agreement to these Terms does not, by itself, constitute consent to every possible processing purpose. We use an appropriate legal basis for each purpose and provide choices where required. You can contact us with privacy questions using the contact details in Section 1.

27. Cookies, Analytics and Marketing Communications

Our website may use essential cookies to operate shopping, security and checkout functions, and other cookies or similar technologies for analytics, preferences or advertising where permitted by law. Information about these technologies and the choices available to you is provided through our cookie notices and privacy arrangements.

Where consent is required for non-essential cookies or electronic marketing, it must be obtained in a lawful manner. You may withdraw applicable marketing consent or unsubscribe using the methods provided in our communications. We do not treat agreeing to these Terms as automatic consent to receive promotional emails or SMS messages.

Marketing by email or text message will be subject to the relevant rules under UK data-protection law and the Privacy and Electronic Communications Regulations. Transactional messages necessary to fulfil an order are distinct from optional marketing messages.

28. General Competitions and Promotions

From time to time, we may advertise competitions, prize draws, giveaways or promotional campaigns. Each promotion is subject to its own published terms, eligibility conditions, entry method, opening and closing times and any relevant legal requirements. The specific terms for a promotion take precedence over this general section where they are more precise and lawful.

Unless otherwise stated in the relevant campaign, promotions may be limited to adults aged 18 or over and to specified geographical areas. Employees, close family members or persons professionally connected with a promotion may be excluded where disclosed. No purchase will be required for a free-entry prize draw unless the promotion is structured and operated lawfully on a different basis and clearly says so.

We may disqualify demonstrably fraudulent, duplicate, automated or rule-breaking entries where the published promotion rules allow this and doing so is fair. We may correct an administrative error or respond to circumstances outside our control, but will not arbitrarily change a prize draw after entry in a way that breaches applicable law or misleads entrants.

Prizes, judging or random selection methods, winner notifications and claim periods will be described in the applicable competition terms. Any publicity involving a winner's personal data will be handled according to applicable privacy laws and the information supplied to entrants.

29. £1,000 Monthly Giveaway – Where Advertised

Where Downton Home operates and advertises its £1,000 Monthly Giveaway, the detailed campaign terms should be read at:

https://www.downtonhome.com/pages/giveaway-terms-and-conditions

The previous campaign description referred to a monthly draw for one £1,000 electronic gift card for eligible residents of England, Scotland and Wales aged 18 or over, with entry through an advertised website landing page, pop-up or Meta lead-generation form. The applicable published promotion terms must confirm whether the campaign is currently running, the precise entry dates, geographical eligibility, entry limit, prize terms and selection timetable.

Where the promotion is active and the published rules so provide, a winner may be chosen at random after the relevant monthly closing date, contacted using the details supplied with the entry and asked to accept the prize within the specified claim period. Any alternative-winner procedure, non-transferability or restrictions on redemption must be stated clearly in the live promotion rules.

Entering a giveaway does not, by itself, amount to consent to receive marketing emails or text messages. Where marketing consent is requested, it must be separate, clear and freely given, with an appropriate choice for each channel. An entrant should not be required to subscribe to marketing merely to enter a promotion unless the arrangement complies with applicable law.

We will not claim automatic ownership of all intellectual property in an entry or impose a general waiver of an entrant's legal rights merely by virtue of entry. Any rights needed to administer or promote a particular competition will be set out in that competition's specific rules and obtained lawfully.

This section does not create an entitlement to an active prize draw at all times. The campaign is available only when expressly advertised as open, and its current published rules control the relevant offer.

30. Supplier Arrangements and Third-Party Services

We may use independent suppliers, fulfilment partners, manufacturers, couriers, payment processors and other service providers to perform parts of an order. Some products may be shipped directly from a supplier's warehouse rather than a Downton Home-owned warehouse.

These arrangements do not remove our responsibility to the consumer under the contract where we are the seller. If a delivery or product fault occurs, you should contact Downton Home; we will not require you to resolve a statutory claim solely with a manufacturer or courier.

Where we provide links to independent websites, their contents and privacy practices may be outside our control. Clicking an external link does not necessarily indicate that we endorse every statement or service on that website. Separate terms may apply if you independently contract with a third party.

31. Circumstances Outside Our Reasonable Control

Events outside our reasonable control may affect production, communication, transport or the performance of an order. Examples may include major storms, flooding, fire, widespread power or telecommunications failure, significant industrial disruption, transport restrictions, war, serious public-health emergencies, major supplier interruptions or legal restrictions.

Where an event materially affects performance, we will take reasonable steps to minimise disruption, provide updates and consider practical alternatives. We will not treat an external event as a blanket right to avoid statutory delivery, cancellation or refund obligations.

If a prolonged event makes fulfilment impossible or results in a legally significant delay, either party may have a right to end the affected contract under applicable law or the agreed terms. Where the parties agree an alternative delivery plan, we will confirm it in writing. Any provision concerning termination after a prolonged event operates subject to consumer law and does not postpone a legal remedy that arises earlier.

32. Responsibility, Liability and Limitations

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other matter for which liability cannot legally be limited.

We do not exclude the consumer's rights to receive conforming goods, services carried out with reasonable care and skill, remedies for non-delivery, or other mandatory statutory protections. Any limitation of liability applies only to the extent lawful, fair, transparent and consistent with the nature of the contract.

We are not normally responsible for losses that were not reasonably foreseeable when the contract was made or that arise solely from events for which we are not legally responsible. However, this does not amount to a blanket exclusion of all inconvenience, earnings, consequential losses or compensation in circumstances where applicable law provides a remedy.

If you buy goods predominantly for business purposes, different liability provisions may be agreed in a business-to-business contract, subject to the applicable legal restrictions on exclusion clauses. Such terms will not be retrospectively imposed on a consumer purchase.

33. Complaints and Customer Support

If something goes wrong, please contact us first so we can investigate and seek a fair resolution. We may ask for your order reference, relevant photographs or other reasonable details in order to identify the product and understand the problem.

Email: hello@downtonhome.com
Telephone: 020 3051 9233
General customer service hours: Monday to Friday, 9:00am–5:00pm.

We aim to respond promptly and keep customers informed if a supplier, courier or specialist inspection is involved. If you believe an issue remains unresolved, you may raise a formal written complaint. Our internal complaint procedures do not remove your right to seek assistance from a consumer adviser, Alternative Dispute Resolution provider where applicable, or the courts.

34. Variations, Written Agreements and Waiver

We may amend our website terms to reflect changes in law, operations, services or business practice. Any updated text will be published with the relevant revision date. Changes generally apply to new orders from the date stated and do not retrospectively remove rights attached to an order already accepted.

If we do not enforce a provision immediately, that does not automatically mean we have permanently waived a lawful right. Any material change to an existing order or agreed service must be handled in accordance with the contract and applicable law. We will not rely on a unilateral website update to impose materially different terms on an existing consumer purchase without a lawful basis.

35. Severability, Assignment and Third-Party Rights

If a court or competent authority finds a particular provision invalid or unenforceable, the remaining lawful provisions will continue to apply so far as that is possible without changing the essential character of the agreement.

You should not transfer an order or contractual right to another person in a way that materially changes our obligations without consulting us, except where an applicable legal right permits the transfer. We may transfer administrative performance to a suitable contractor or successor, but this does not remove any protections the law gives you or relieve us of responsibility where the contract requires it.

Except where an agreement or law expressly provides otherwise, these Terms are not intended to give unrelated third parties an independent right to enforce them.

36. Governing Law and Jurisdiction

These Terms are generally governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, nothing in this clause removes mandatory legal protections that apply where you live.

We do not use an exclusive England-and-Wales court clause to deprive consumers of rights they have to bring or defend proceedings in an appropriate court under applicable consumer-jurisdiction rules. Any dispute will be handled under the law and jurisdiction rules that lawfully apply in the circumstances.

37. Contact Details and Important Policy Links

Downton Home
Trading name of Downton Home Furnishings Ltd
Company number: 14979337
Registered office: 124 City Road, London, EC1V 2NX, United Kingdom
Customer service email: hello@downtonhome.com
Customer service phone: 020 3051 9233
Website: https://downtonhome.com

Shipping & Delivery Policy: https://www.downtonhome.com/policies/shipping-policy
Return and Refund Policy: https://www.downtonhome.com/policies/refund-policy
Privacy Policy: https://www.downtonhome.com/policies/privacy-policy
Returns information: https://www.downtonhome.com/pages/returns-information
Giveaway terms (when the campaign is active): https://www.downtonhome.com/pages/giveaway-terms-and-conditions

These Terms must be read together with the information supplied for the specific products or services you purchase. If a term conflicts with an overriding statutory protection, the relevant statutory protection applies.

38. Optional Model Cancellation Form

You may use the following model form if you wish to cancel a qualifying consumer order within the statutory cancellation period. You do not have to use this form; an email or any other clear statement of your decision to cancel is sufficient.

To: Downton Home Furnishings Ltd, 124 City Road, London, EC1V 2NX, United Kingdom
Email: hello@downtonhome.com

I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods or supply of the following service:

• Goods or service: ______________________________

• Order number (if known): ________________________

• Ordered on / received on: ______________________

• Name of consumer(s): ___________________________

• Address of consumer(s): ________________________

• Date: __________________________________________

• Signature (only if this form is sent on paper): __________________

Please contact us if you would like assistance arranging the return of a large or specialist item. This optional form does not replace the full Return and Refund Policy and does not restrict any statutory remedy.

Last updated: 14 October 2026
Downton Home Furnishings Ltd
Company number: 14979337