Terms of Service

These Terms apply to any orders made with Karen Saunders-Jones trading as Karen Elli and/or Twt Interiors (“we”, “us”, or “our”). Please ensure you read these carefully and make sure you are happy with these Terms before you make any purchases.

Should you have any questions, please contact us:

Email: karenelli@twt-interiors.com

Tel No: 07970 119816

Orders and Quotes
Interior Design Services

When placing an order for interior design services, we will either provide a quote for your work, or let you know if we are unable to do the work.

For some quotes we may require a deposit to be paid upon signing. A quote will be accepted once both parties have signed your quotation and any necessary deposit has been paid.

If you cancel the services once work has already commenced, we may retain some or all of the deposit along with any fees for work already provided. We reserve our right to invoice you for any services provided which have not yet been invoiced for.

We will deliver the services using reasonable care and skill. For us to do so, we will need your co-operation when we provide the services. For example, providing access to your property, informing us of any specific requirements you have, answering our questions, or providing instructions when requested within a reasonable timeframe.

We will use reasonable endeavours to comply with any agreed deadlines for the services. However, all dates for the supply of products or services, or the completion of services, are estimates only. We will not be responsible for any delay caused by third-parties, where you do not provide us with instructions in a timely manner, or if you do not co-operate where reasonably necessary.

Products

You will own a product once we have received payment in full. If you receive a product before it has been fully paid for, you are responsible for it on our behalf until the payment is settled. However, you will not own the product until payment for it in full has been made.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

Outsourced Work

We may refer you to, or arrange for, a third-party contractor to perform certain work as recommended through our services. The contract for any work carried out will be between you and the contractor.

Although we will do our best to resolve any issues, we cannot be held responsible for any delays or problems arising from their work. We take no payment from any contractors we recommend. We do not accept any payments for work undertaken by third party contractors.

Delays outside our control

If the supply of your product or services is delayed by an event outside our control, such as strikes or adverse weather which impacts deliveries, we will contact you as soon as possible to let you know and what we can do to reduce the delay.

As long as we do this, we won’t compensate you for the delay, but if the delay is significant, you can contact us to discuss your options. In relation to a product, you may cancel your order and arrange a refund for fees you have paid if you have not received the product.

Changing your mind

Please note this section only applies to consumers (who act outside the course of a business, trade or profession)

You have a right to cancel orders within 14 days without giving a reason. Cancellations must be made in writing (e.g. by post or email). If you cancel, we will refund your payment except for any costs already incurred, unless otherwise agreed by us. For cancelled services, we will process the refund within 14 days of our receipt of the notice of your decision to cancel. For any products, we will refund you within 14 days of when we receive the product, or (if earlier) the day on which you supply evidence of having sent the product back.

Faulty Goods

If there is something wrong with your product, you must contact us and we can discuss your options, such as offering a replacement, or offering a refund where possible. We cannot refund a product where it has been used in any way which is not in accordance with the manufacturer’s instructions, or it is clear there has been damage caused by your use.

Liability

We’re responsible for losses you suffer caused by us breaking this contract unless:

• It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• We have taken the steps set out in the section “Delays outside our control”.
• You could have avoided the loss by taking reasonable action, including following our or the manufacturer’s reasonable instructions for use of your product.
• It relates to your use of a product for the purposes of your trade, business, craft or profession.

If you are a business customer (acting in the course of a business, trade or profession when placing an order), we accept no liability for the following losses:

• Loss of savings
• Loss of use or production
• Loss of goodwill
• Business interruption
• Subject to the section “Faulty Goods”, any remedial costs if the product(s) is damaged or defective
• Damage to property or possessions through use or misuse of a product
• Loss caused by delay or other late performance

Indirect or consequential losses.

If you are a business customer, except as otherwise set out in our agreement, all other terms, warranties, representations and conditions implied by statute, common law or otherwise (including fitness for purpose) are excluded to the fullest extent permitted by law in relation to your order.

The liability for all other losses which are not otherwise excluded in these terms will be limited the amount paid for the product or service provided at the time the breach of contract occurs.

Resolving disputes with us.

We will do our best to resolve any problems you have with us, our services, or our products and we will help where we can if you have any problems. Any complaints you may have you can tell us about in writing or over the phone via our contact details in these terms.

Your order for the supply of goods and services and these terms are governed by the laws of England and Wales and can bring claims against us in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.