Terms & Conditions
When shopping on the Cat and Kiwi website you are bound by the following Terms and Conditions whether you have chosen to read them or not. If you do not accept the following Terms and Conditions, then we respectfully request that you do not shop on our website.
Terms & conditions for website sales
The security of your personal data is our priority. We take your trust in us very seriously. All our credit card payments are processed through Stripe which is fully compliant with the leading security standards (PCI DSS, 3D Secure). Your information is never shown, shared, or sold. If you wish to know more, please refer to Cat and Kiwi Upholstery’s Privacy notice.
Shopping on our website is designed to be a safe, simple process. Just follow the step-by-step instructions to reach the checkout where you will be taken to a secure payment page. Cat and Kiwi currently accepts payment via Stripe which allows you to pay with all major credit and debit cards. If you have difficulty with this, please get in touch. On completion of the transaction, you will be sent an email confirming details of your order and receipt of payment. Please note it is the customer’s responsibility to check the confirmation details and notify us immediately at email@example.com of any mistakes. A follow up email will be sent once the goods are ready to be dispatched.
If you wish to cancel an order, please email us at firstname.lastname@example.org with 72 hours quoting your order details.
RETURNS & EXCHANGES
All the pieces on our website are made to order, specifically for you. Made to order pieces can only be returned or exchanged if there is a fault with the piece. Any faults to be reported to Cat and Kiwi Upholstery within 14 days of delivery or collection.
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SUITABILITY OF GOODS
Cat and Kiwi pieces of furniture are individually handmade to order and dimensions can vary slightly for this reason. If you require very exact dimensions due to any spatial requirements, please do make us aware of this at the point of order.
Cat and Kiwi is not liable if one of our pieces does not fit or is not suited to the intended space. If you are unsure about access (e.g. if a Cat and Kiwi piece will fit in through the door), we can advise but the onus it on our customer to measure the space. Please let us know any concerns you may have at the point of order.
Every effort is undertaken to ensure the integrity of colour in our images. However, due to inherent variation in digital colour representation we cannot guarantee an exact colour match. For this reason colours should only be considered an approximation and the actual physical colour may differ slightly from the one displayed on screen. All colours and textures are subject to variation both in manufacture and in the case of natural products such as leather, may have natural flaws which are part of the charm, but also sometimes unavoidable. With products made from natural materials such as leather or wood it is impossible to guarantee uniformity of colour, grain or texture.We can send samples to you for more exact colour matching, if required.
As wood is a natural material and our stains are applied by hand there maybe some variations in surface pattern, texture and colour. We endeavour to keep this as regulated as is possible.
CONFIRMATION OF ORDERS & PRODUCTION
The order will only be processed once payment has been made in full, unless otherwise arranged. The order will take in the region of 8 to 10 weeks to complete, because of the nature of the crafting process, occasionally this could take longer, we will inform you of any delays. We order our fabrics and leather on an order-to-order basis, whilst we hope to maintain up to date stock advise, occasionally the fabric may have been discontinued. If this is the case, we will offer you alternatives.
All Cat and Kiwi bespoke pieces for the domestic settings comply with furniture and furnishings regulations 1988-1993 (Fire Safety) All our furniture contain a schedule 5 rated fire barrier which complies with commercial applications, exceeding domestic requirements.
All composite fillings meet these regulations.
We offer free delivery for orders going to local areas, postcodes GU/RH/BN/PO please contact us for quotations for deliveries outside these postal code areas. Our delivery person may need assistance with lifting your purchase into your property so if this is not possible please let us know prior to your delivery. A two-person delivery will incur an extra charge.
CIRCUMSTANCES BEYOND OUR CONTROL
In circumstances beyond our control Cat and Kiwi Upholstery reserves the right to cancel, change or suspend the operation of this website until such time as order or normal operation is restored. Cat and Kiwi will not be held liable for any failure of contract resulting from such an exceptional event.
All advice given by Cat and Kiwi, in person, by telephone or via the website, is given in good faith and with the intention of enabling you the customer to achieve the best possible results with our furniture.
12 MONTH LIMITED WARRANTY
We expect our products to far surpass this period in their lifespan but Cat and Kiwi Upholstery will pay, within one year from the date of purchase, reasonable and customary labour rates to repair or replace defective parts and shipping costs providing the piece has been respectfully cared for. Cat and Kiwi Upholstery will not be responsible for incidental damages such as loss of use, inconvenience or damage caused through mis-use.
Should a made-to-order item be received damaged, defective or differ from specification then, after inspection by us, a full refund or replacement will be arranged at no cost to the client. However, this is dependent on the client taking the following action:
Unpack and inspect your purchases immediately upon receipt as no claim for replacement due to delivery damage, defect or specification can be made after 3 days.
Any claim regarding a damaged, defective or item differing from specification must be made at once by phone or email to establish a timeline. Once an initial log has been recorded it must followed up by a written claim.
The cost of returning the item(s) will be the client’s responsibility, under most circumstances the item will have to be insured for transit. Once Cat and Kiwi has received the item and verified the nature of the complaint any costs incurred by the client will be refunded.
Where items to be returned are large or require special handling (as determined by us) we reserve the right to nominate a specific furniture handler and to pass the cost of transport onto the client. Once we have received the item and verified the nature of the complaint any costs incurred by the client will be refunded. However, if the client accepts and then fails to meet a returns collection date he will be charged again for the next and every subsequent attempt.
Whenever a made-to-order product is returned by a client it must be adequately packed in the original packaging to prevent damage.
Unless requested by the client at the quotation stage, we reserve the right to use pictures of the final products for marketing purposes.
For the purposes of these Terms and Conditions, ‘Cat and Kiwi Upholstery’ or ‘Cat and Kiwi’, ‘we’ or ‘us’ refers to Cat and Kiwi Upholstery, and ‘you’ refers to our Client.
1. CARE OF UPHOLSTERY
Cat and Kiwi pieces are traditionally upholstered using natural fibres unless otherwise specified. Pure down & feather cushions do require plumping up to keep feathers fluffy and light inside and will also help extend the lifespan of a piece.
Cleaning of upholstery and leather – Fix and loose upholstery is suitable for dry clean only. We cannot be held responsible for the transfer of dye from clothing or other fabrics onto our products.
2. CARE OF WOOD FINISHES
In general we recommend polishing the wood with a light natural beeswax or wood oil every 3- 6 months. Clean only with a damp non-abrasive cloth. After cleaning the surface should be re-waxed/oiled. Solvents should not be used.
General and more obvious care of wood surfaces are to protect from direct contact with any heat, liquid or abrasive surfaces.
Wood will be affected by wet or damp conditions – Furniture should not be left out in rain or overnight as this will affect the colour, patina and longevity of the piece. Joints can also be weakened if repeatedly exposed to damp or wet conditions.
Wood will also be affected by heat – Do not place furniture next to a radiator, as this could cause the wood to warp.