Terms and Conditions
Introduction
At Deanes, we take pride in delivering a premium, bespoke service built on quality, transparency and care. Every installation we complete is custom-made and fitted specifically to your home, which is why it is important that expectations are clear from the outset.
This document explains your responsibilities as the client, what to expect during installation, how timescales are managed, how our warranty and after-sales service work, and our position on compensation. Taking the time to understand these terms helps ensure your installation runs smoothly and allows us to resolve any future queries quickly and fairly.
By placing an order with Deanes, you confirm that you have read, understood and accepted the terms outlined below.
Index
Your Responsibilities
On the Day of Installation
Timescales
Warranty and After-sales Service
Compensation Policy
1. Your Responsibilities
Preparing the Room
You must ensure the room is fully cleared before installation begins. This includes beds, wardrobes, drawers, soft furnishings, pictures and all personal belongings. Each room is different, and your designer will explain the extent of these requirements when you place your order.
The installer WILL be cutting materials on-site. This creates dust and debris, so the installation area must be empty for safety and efficiency.
If the room is not cleared, the installer will be unable to start, and the installation will need to be rescheduled. This may result in delays and additional charges. We cannot accept responsibility for damage to any items left in the room or access areas.
Providing Access and Safe Working Conditions
Clear and safe access is essential. Large panels must be manoeuvred through hallways, stairs and doorways, which can be tight spaces. While every effort is made to avoid marks, minor cosmetic scuffing can occur and is considered normal.
It is the client’s responsibility to remove items that could be damaged or obstruct access. If safe access cannot be provided, installation cannot proceed.
Informing Us of Changes to Your Room
If anything in your room changes after the design survey, you must inform us immediately. Even small changes such as new flooring, re-plastering, socket alterations, skirting changes or radiator removal can affect measurements and fitting.
Unreported changes may require additional materials, alterations or extended installation time, which may incur extra costs. We cannot be held responsible for issues or delays caused by changes we were not told about.
Bed Sizes and Furniture Placement
If your design is built around your bed, we use standard bed widths unless agreed otherwise. Even small variations can affect spacing, symmetry and clearances.
If your bed size changes or you purchase a new bed after sign-off, you must notify us. Changes discovered on installation day may require redesign, rebooking and additional charges.
Lighting Requirements
If lighting is included, a working plug socket or accessible power supply must be within approximately two metres of the wardrobe. Our installers are not qualified electricians and cannot move sockets or carry out electrical work.
If power is not available, lighting may not be installed until a later date once the issue has been resolved.
Highlighting Room Features
For safety, you must inform us of any hidden or visible features such as pipes, underfloor heating, electrical cables or structural elements. This information is used to avoid drilling or fixing into sensitive areas.
If this information is not provided and damage occurs, we cannot be held responsible for repairs or associated costs.
Order Confirmation and Approvals
Every element of your design is made specific to the individual build. Signing off on your design confirms that all details, including dimensions, colours, door styles and layout, are correct. Production begins immediately and materials are ordered specifically for your project.
Changes after sign-off are chargeable. Please review all documentation carefully before approving.
Payment Responsibilities
Payment terms are as follows:
● 50% deposit when placing the order
● 45% seven days before installation
● 5% on completion of the initial installation visit.
We cannot begin installation if the interim payment has not been received. You must be available at completion to review the work and request any adjustments. Late or incomplete payments may incur administration fees and may affect your warranty.
Novuna Finance Arrangements
All finance agreements are made directly between the client and Novuna. Deanes is not a lender and has no involvement in the approval, terms or ongoing management of any finance agreement.
When your order is placed, Deanes will submit the initial finance application to Novuna. You will then complete and approve the application directly with Novuna.
Your finance agreement must commence once the initial installation period is complete. Novuna will contact you by email, asking you to confirm that the work is complete. This confirmation relates to the installation timescale being completed, not that every outstanding item or return visit has been finalised.
Any outstanding items will be handled through our warranty or service process, and do not delay the start of your finance agreement.
Your finance agreement does not affect your statutory rights in relation to the goods or services supplied by Deanes.
Paying Your Balance
The balance of the work must be paid on the final day of the initial installation visit. Any minor outstanding items or return visits will be managed through our warranty or service process and do not normally justify withholding payment, unless required by law.
Any outstanding items will fall under our warranty or service process and will be prioritised accordingly. Outstanding works or return visits do not delay or defer final payment or finance sign-off.
Material Variations
Wardrobe frameworks are melamine, while doors, drawers, pelmets and decorative elements may be vinyl-wrapped. Because these are different materials, slight colour or texture variations are normal within the industry and are not considered defects.
Insurance Responsibilities
Our insurance covers workmanship and installation but does not cover personal belongings left in the room or access areas. Insurance cover remains valid only if all payments are made in full and on time.
2. On the Day of Installation
Installer Access and Working Space
The installer must be able to bring materials into the property safely and have sufficient space to work. If the space is not cleared, installation will be postponed.
We fully protect carpets and floors to minimise dust or foot traffic. While installers work neatly, dust-free conditions cannot be guaranteed.
Measurements and On-Site Adjustments
During installation, the fitter may identify areas that require additional framing or structural adjustments due to uneven walls or the need for extra support.
Any additional materials or labour required may incur charges and will be discussed with you before proceeding. This situation is rare, and on most occasions, we can find a solution within the tolerances mentioned below.
Fillers, Framework and Tolerances
Walls, floors and ceilings are rarely perfectly level. Fillers and framework are included as standard to achieve a clean, symmetrical finish.
A tolerance of +/- 20mm applies to all installations and is widely accepted within the fitted furniture industry.
Wardrobe Internals
Front-framed wardrobes show existing walls, ceilings and floors unless full cabinetry has been selected. Changes requested on installation day will require additional materials and a rebooked visit, which will be chargeable.
Reviewing and Signing Off on the Work
You must be present at the end of installation to inspect the work and request any final adjustments. Signing off confirms completion and triggers the final payment.
Incomplete Installations
In some cases, a single visit may not be sufficient due to damaged parts, missing components, supplier delays or items requiring templating. Return visits are normal within bespoke fitted furniture and do not qualify for compensation.
3. Timescales
Estimated Installation Dates
All installation dates provided by Deanes are estimated dates only and are given in good faith based on production schedules, supplier lead times, installer availability and information available at the time of order. Because every Deanes installation is bespoke and made specifically for your home, flexibility is required within the installation programme.
Estimated dates may change at any stage due to manufacturing sequencing, component availability, transport issues, installer scheduling or previous installations requiring additional time to complete correctly. Where a change occurs, we will notify you as soon as reasonably possible and provide an updated timeframe.
Changes to estimated installation dates do not constitute a breach of contract and do not entitle the client to compensation, refunds, discounts or cancellation without charge.
Installation Duration and Completion Timeframes
Installation durations are estimates based on the scope of work agreed. Actual installation time may vary depending on room conditions, access, on-site discoveries, design complexity or adjustments required to achieve the correct fit and finish.
Where installation cannot be completed within the originally allocated timeframe, this will be addressed through additional installation time or a return visit.
Deanes hold the right to charge for any additional time required if deemed the fault of the client. In the vast majority of cases, extra time allocation is not charged and will be organised and completed free of charge.
Extended installation periods or return visits are a normal part of bespoke fitted furniture and do not give rise to compensation.
Production Cut-Off and Amendments
You have a 14-day amendment window from the date your order is placed. After this period, your order enters production and materials are committed specifically to your project.
Amendments requested after production has begun may not be possible and, where possible, will be subject to additional charges and revised timescales. Production delays caused by late amendments do not qualify for compensation.
Changes Requested by the Client
If you request changes to your installation date or scope of works, your project will be rescheduled into the next available slot within our installation diary. Because our installers are directly employed by Deanes and work within a rolling schedule, this may result in a delay of several weeks.
We cannot guarantee alternative dates at short notice. Client-requested changes may also impact manufacturing or ordering schedules and may incur additional charges. Compensation is not payable for delays arising from client-requested changes.
Unexpected Installer Absence
While we take every reasonable step to maintain continuity, installer availability may be affected by illness, emergency or unforeseen circumstances. In these situations, we will rearrange the installation at the earliest reasonable opportunity.
Unexpected installer absence does not entitle the client to compensation, refunds or claims for inconvenience or disruption.
Supplier and Transport Dependencies
Deanes works with multiple trusted UK suppliers for materials, components and finishes. Delays may occur due to manufacturing lead times, stock availability, courier disruption or goods damaged in transit.
Where supplier-related delays impact your installation, we will communicate promptly and reschedule work accordingly. Delays caused by third-party suppliers or transport providers are outside our control and do not qualify for compensation.
4. Warranty and After-sales Service
12 Year No Quibble Warranty
Your installation is covered by our 12-year no-quibble warranty, which reflects our confidence in both the quality of our materials and the standard of our workmanship. The warranty covers manufacturing defects and workmanship-related issues arising from normal residential use.
The warranty does not cover damage caused by misuse, accidental impact, alterations by third parties, changes to the room environment, water damage, structural movement of the property or general wear and tear beyond what would reasonably be expected over time.
Vinyl-covered hinged doors are not covered by this warranty and fall under the supplier's own warranty process. In most instances, this is 6 years.
Commencement of Warranty and Service
Your warranty and after-sales service commence on the final day of the initial installation schedule, regardless of whether any return visits are required. From this point onwards, any outstanding items, adjustments or remedial works fall under our warranty or service process.
Return visits required after the initial installation do not delay the start of warranty coverage and are treated as part of our ongoing service commitment.
Warranty Ownership and Non-Transferability
Your warranty is registered to you as the original client, not to the wardrobes or the property. The warranty is non-transferable.
If you sell your home or move property, the warranty does not transfer to a new owner, even if the installed furniture remains in place.
This warranty is in addition to, and does not affect, your statutory rights.
Warranty Certification
Once the initial installation period is complete, you will receive a warranty certificate by email. This certificate confirms your warranty coverage and serves as your reference for future warranty or service requests.
It is your responsibility to retain this certificate for your records. For this reason, we email you a copy for your records.
Making a Warranty or After-sales Claim
To initiate a warranty or after-sales claim, please contact Deanes by telephone and describe the issue. No formal claim forms or lengthy processes are required.
We will assess the issue and arrange a visit as soon as reasonably possible, prioritising safety, functionality and long-term performance.
Our approach is always to resolve issues efficiently, professionally and with minimal disruption.
5. Compensation & Cancellation Policy
General Compensation Position
Deanes does not offer financial compensation, discounts or goodwill payments except where required by law. Our obligation is to complete the installation according to the agreed-upon specification and to rectify any issues through our service and warranty process.
By placing an order with Deanes, you acknowledge and accept this position.
Installation Date Changes and Delays
No compensation is payable for changes to estimated installation dates, delays caused by scheduling, extended installation durations or the requirement for return visits. Estimated dates are not guaranteed dates.
Bespoke fitted furniture installations often require flexibility to ensure the correct finish and performance.
Supplier, Manufacturing and Transport Delays
Delays arising from manufacturing processes, supplier lead times, courier disruption, damaged goods or stock availability do not qualify for compensation. These factors are outside our direct control and are managed through rescheduling and replacement processes.
Client-Caused Delays
Compensation will not be considered where delays arise due to room readiness issues, restricted access, incorrect information, undisclosed room changes, late decisions or items left in the installation area.
Installer Availability
Unexpected installer absence due to illness, emergency or other unforeseen circumstances does not give rise to compensation or claims for inconvenience.
Disruption, Loss or Inconvenience
We do not compensate for inconvenience, disruption, loss of room use, time taken off work, alternative accommodation, childcare costs or any indirect or consequential losses. Installation work is inherently disruptive, and this is acknowledged at the point of order.
Outstanding Works and Payment Withholding
Outstanding items addressed through our warranty or service process do not justify compensation, withholding payment, delaying finance commencement or refusing sign-off. Return visits form part of the normal service lifecycle for bespoke installations.
Cancellation
These cancellation rights apply to off-premises and distance contracts. For orders placed in-store, statutory cancellation rights will not apply, but our cancellation policy below will still apply.
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the date the order is placed. This right applies unless manufacturing of your bespoke product has already begun.
All Deanes products are made to the customer’s individual specification. Once manufacturing has started, the statutory right to cancel no longer applies, as the goods are bespoke and cannot be reused or resold.
If you cancel your order within the initial 14-day cancellation period and before manufacturing has commenced, a cancellation charge of 10% of the total order value will apply. This charge reflects design work, surveys, administration, and preparation carried out up to that point.
After the 14-day period has expired, raw materials specific to your design will be ordered, and manufacturing will begin. These materials are bespoke and cannot be reused or returned. If you cancel your order after this stage, a cancellation charge of 50% of the total order value will apply. Where a 50% deposit has already been paid, no refund will be issued.
If you cancel your order within two weeks of the pre-arranged installation date, manufacturing will have been completed or substantially completed. In this situation, the interim payment must be paid in full prior to the cancellation being accepted. By signing and accepting these Terms and Conditions, you expressly agree to settle the interim payment in full should you cancel your order within this two-week period. At this stage, the goods cannot be reused, and no further refunds will be due.
Please ensure you fully understand this cancellation policy before placing your order. These terms apply to all bespoke orders placed with Deanes.