A new British upholstery house, built on old skills
Terms & Conditions – Planted.
1. The contract
1.1 The contract exists between Planted. (Daisy and Delilah Ltd) and you, the client.
1.2 “We”, “us” and “our” refer to Planted. “You” refers to the person or business placing an order with us.
1.3 The contract includes only the work, products and instructions specifically written into our quotation and order confirmation. Any additional instructions or changes must be agreed in writing and may affect price and lead time.
2. Quotations, additional work and acceptance
2.1 All quotations are valid for 30 days from the date of issue, unless we state otherwise in writing.
2.2 A quotation becomes an order only once you confirm in writing (including email) and pay any required deposit.
2.3 Additional work that was not apparent at the time of quoting (for example, during reupholsyery-hidden frame repairs revealed once upholstery is stripped back) will be advised on discovery and a course of action, including any extra cost, agreed in writing before we proceed.
2.4 Any extra work, materials or design changes requested by you after the order is placed must be confirmed in writing and a price agreed before the work continues.
3. Prices, deposits and payment terms
3.1 All prices are in GBP and inclusive/exclusive of VAT as stated on your quotation.
3.2 For new bespoke furniture and significant upholstery work, we usually require a non‑refundable deposit (the amount will be stated on your quotation) before we begin. The balance is due within 7 days of invoice, and in any case before delivery/collection.
3.3 For smaller works, we may request full payment upfront or a smaller deposit, as set out in your quotation.
3.4 Payment can be made by the methods indicated on your invoice (for example bank transfer and/or card). Work will not go into production until cleared funds for the deposit have been received.
3.5 Our invoices have a 7‑day payment period from issue. Interest on overdue accounts may be charged at 5% per month or part thereof.
3.6 If payment terms are not met, further work for you will not be booked in or undertaken until previous invoices are settled in full.
4. Lead times, delivery and access
4.1 Any lead times we give are estimates and begin from the date we receive your deposit and all final approvals (design, fabric, measurements).
4.2 We will make reasonable efforts to meet agreed timescales but cannot be held responsible for delays due to supplier issues, transport, illness or other circumstances beyond our control. We will keep you informed of any significant changes.
4.3 Delivery charges and arrangements will be set out in your quotation or order.
4.4 Access at the property is your responsibility. You must ensure that furniture will fit through doors, stairwells, lifts and access routes. If you are unsure, please discuss this with us before signing off on an order.
4.5 Risk in the goods passes to you on delivery or collection. Ownership passes to you when we have received payment in full.
5. Fire regulations and materials
5.1 All new fillings applied to furniture manufactured after 1950 will comply with the Furniture and Furnishings (Fire) (Safety) Regulations 1988, as applicable to our toxic‑free and natural material approach.
5.2 All new covering fabric supplied by us will comply with the Regulations unless it contains at least 80% natural fibres, in which case it is acceptable to use a compliant interliner.
5.3 Furniture manufactured before 1950 does not fall within the scope of the 1988 Regulations with respect to fillings or covers.
5.4 Because Planted focuses on low‑toxicity and natural materials, where we choose not to use conventional chemical flame‑retardant treatments we will clearly explain how compliance is being met (for example through specific wool interliners or design choices). You remain responsible for informing us of any particular regulatory or contract requirements (for example, commercial or public‑space settings).
6. Customer’s own fabric (COM)
6.1 When you supply your own fabric, you are responsible for ensuring it is suitable for upholstery and that it complies with all relevant Fire and Safety regulations.
6.2 We will do our best to advise on suitability, but we can only take responsibility for materials that we supply. Covering fabric supplied by you is used at your own risk.
6.3 Any shortage of customer’s own fabric is your responsibility. If additional fabric is required, this may affect lead time and cost.
6.4 Fabrics sent directly to us must clearly state your name on the delivery note so we can confirm we have received the correct fabric.
6.5 Please ask fabric companies to supply fabric rolled on tubes, ideally one fabric per tube and, where possible, in one continuous length to allow for pattern matching. We will do our best to remove creases but this cannot be guaranteed.
6.6 We cannot be held responsible for flaws in customer‑supplied fabric. If we cannot cut around a flaw, we will notify you to agree how to proceed.
7. Pattern matching and natural variation
7.1 Where printed or woven fabrics will not pattern match accurately, we will inform you for further instructions.
7.2 Our furniture is handmade using natural materials. Variations in grain, colour, texture, comfort and minor dimensions are normal and are not considered faults.
7.3 Over time, natural fillings and fabrics will settle, compress and age. This is part of the character of the piece and is not considered a defect.
8. Old covers and storage
8.1 For re‑upholstery work, old covers will normally be removed and discarded unless you specifically request in writing that they are to be returned.
8.2 Customers’ items stored with us are kept with reasonable care but at your own risk. We cannot be held responsible for loss or damage caused by events beyond our control (for example fire, flood or theft).
9. Problems, faults and complaints
9.1 Any issues with an order, whether due to our error or yours, must be brought to our attention in writing within 7 days of delivery or collection. After that period, further corrections may be chargeable.
9.2 If there is a manufacturing fault that we accept responsibility for, we will, at our discretion, repair the item, replace it, or offer an appropriate refund or price reduction.
9.3 We cannot accept liability for charges if you instruct another company to make corrections; you will still be responsible for the original bill and any third‑party costs you incur.
9.4 Complaints will be dealt with as quickly as possible and our aim is always to reach a fair resolution. Where a dispute cannot be resolved between us, you may seek independent advice or mediation via AMUSF.
10. New builds, custom dimensions and non‑returnable items
10.1 New builds and custom dimensions are your responsibility. Please check measurements carefully before approving designs.
10.2 Once a deposit has been paid on a made‑to‑order item, it is non‑returnable other than in cases where we are at fault under UK consumer law.
10.3 We will always endeavour to help if alterations are needed, but this depends on our schedule and on the stage your piece has reached in production. If an item has been made to the agreed specification, that is what we will deliver and what we will expect to be paid for in line with our quote and invoice.
11. Cancellations, changes and returns
11.1 Because our furniture is made to order and/or customised to your specifications, the usual distance‑selling “cooling off” period does not apply once production has begun.
11.2 If you wish to cancel or change an order, you must contact us in writing as soon as possible. We will confirm whether changes are possible and advise you of any additional costs or losses incurred.
11.3 Deposits are generally non‑refundable once we have ordered materials or started work, as stated on your quotation.
11.4 We do not accept returns on bespoke or made‑to‑order items unless they are faulty. This does not affect your statutory rights.
12. Insurance work (via Cheltenham Upholstery only)
12.1 For insurance‑related work, we undertake the work on behalf of the named client.
12.2 Regardless of any agreement with an insurer, the named client remains responsible for paying our invoice when it becomes due.
13. Website use and intellectual property
13.1 All content on this website, including text, images, designs and logos, is owned by us or used with permission and is protected by copyright and other intellectual property rights.
13.2 You may view and print content for personal, non‑commercial use only. You must not copy, reproduce or distribute any content for commercial purposes without our prior written consent.
13.3 We take reasonable care to ensure information on the website is accurate, but it may occasionally be out of date or contain errors. Product images are for illustrative purposes and colours may vary between screens.
14. Privacy and data protection
14.1 We will use your personal information only in accordance with our Privacy Policy, which explains what data we collect, how we use it and your rights.
14.2 By using our website and placing an order, you agree that we may process your personal data as described in our Privacy Policy.
15. Governing law
15.1 These Terms and Conditions, and any disputes arising from them, are governed by the laws of England and Wales.
15.2 The courts of England and Wales shall have exclusive jurisdiction over any claims or disputes.