Terms and Conditions
Information about us and our products
www.pleat.co.uk is a site operated by Pleat Limited. We are registered in England and Wales under company number 12918945 and our registered office is at 1A Waltham Court Milley Lane, Hare Hatch, Reading, Berkshire, England, RG10 9AA. Our VAT number is GB362 909 772. You can email us here: hello@pleat.co.uk
We provide goods and services to both consumers and businesses.
If you are a consumer the following sections apply to you: Sections 1 and 3
If you are a business the following sections apply to you: Sections 2 and 3
This section applies only to individuals who order from us. It does not apply to business or commercial customers or those individuals who purchase a Product for business or commercial use.
If you are a consumer and you bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
Exclusions. Bespoke products which are made specifically for you as an individual consumer, including specific dimensions and ‘customer own fabric’ cannot be returned.
Deadline. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team by emailing: hello@pleat.co.uk
If your product hasn’t been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. Please note that it is your responsibility to ensure that these arrive with us as we do not accept liability for goods lost in transit.
For small items like homewares you have to return the product at your own cost. The original delivery charge will not be refunded.
For large items including curtains, blinds and hardware, we will contact you to arrange a collection. We will refund the price of the product minus a collection fee of £20, provided that there is no evidence of use. The original delivery charge will not be refunded.
We will not provide a refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, you will not be eligible for a refund. This means, for the avoidance of doubt and without limitation, that items must be in perfect resaleable condition and undamaged in any way. You have a legal obligation to take reasonable care of the products while they are in your possession.
If you would like to return for any other reason (for instance, because you claim that the product is defective), we will examine the returned product and will notify you of your refund via telephone or e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product.
Products delivered by us to you in mainland UK and returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us (if any). These charges and costs are to be agreed with us in writing in advance of you incurring them. We will only refund delivery charges where an entire order has been returned.
You have rights if there is something wrong with your product
Your rights and remedies if you are a consumer. We have a legal duty to provide you with products that meet legal requirements and are as described to you on our website. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
We don't compensate you for all losses caused by us or our products
Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team: hello@pleat.co.uk will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law. As a consumer, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. As a consumer we can claim against you in the courts of the country you live in.
Section 2 - Business Terms
This is our entire agreement with you
As a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
As a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
Your rights. We warrant that on delivery, and for a period of 12 months from the date of delivery (warranty period), any products which are goods shall:
- be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
- be fit for any purpose held out by us.
Your remedies. Unless an exception applies (see Exceptions to business customers' warranty, below) if:
- you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the business customer warranty (see Your rights and remedies if you are a consumer, above);
- we are given a reasonable opportunity of examining such product; and
- you return such product to us at our cost,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers' warranty. We will not be liable for a product's failure to comply with the business customer warranty (see Your rights if you are a business, above) if:
- you make any further use of such product after telling us it is non-compliant;
- the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
- the defect arises because we followed any drawing, design or specification supplied by you;
- you alter or repair the product without our written consent; or
- the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
We don't compensate you for all losses caused by us or our products
Our liability. As a business, then, except in respect of the losses described in the Losses we never limit or exclude section, below:
- we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
- our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the sums paid by you for the products under such contract.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team: hello@pleat.co.uk will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. As a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
Section 3 – General Terms
When you buy from us you are agreeing that:
We only accept orders when we've checked them
We contact you to confirm we've received your order and we accept it when we dispatch or supply the product to you.
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website 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.
As the products we sell on our website are goods, (rather than digital content or services), you will own it once we have received payment in full. However, if you purchase goods on our website using a third party payment instalment finance provider, our payment terms do not apply and alternative terms will apply to you.
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.
Products can vary slightly from their pictures
All fabric used for Pleat products is hand dyed, therefore shade variation can occur between different batches. A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Because our products are handmade, all sizes, capacities, dimensions and measurements indicated on our website can be out by up to 2 centimetres.
Our products will have inherent features
- Curtains and blinds are made by, in part, sewing panels of fabric together. This means that in the majority of cases your finished goods will have seams where the fabrics are joined.
- Where ‘blackout’ is stated, this defines the type of lining used. Light leakage may still be seen around the borders of the window wear and/or occasionally in stitch holes such as ‘stab-stitches’. This is consistent with industry standards.
- Some natural fabrics, such as linen, have an inherently creased appearance and/or small knots in the thread known as slubs. These are inherent in the cloth and do not constitute faults.
- Natural fabrics will move slightly once installed as they settle, and in response to atmospherics in the room. For example the length of your curtains may vary slightly once installed. If you see a dimensional change of over 10% then contact our team on hello@pleat.co.uk for more advice.
You're responsible for making sure your measurements are accurate
As we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Find information and tips on how to measure on our website at www.pleat.co.uk/pages/measuring-and-fitting or contact our Customer Service Team: hello@pleat.co.uk
Our Products are for domestic use
Our products are intended solely for domestic use in the UK and we give no guarantees or undertakings in respect of the use of our products for commercial purposes, in particular with regards to fire safety ratings. By agreeing to these terms and conditions you agree that we are in no way responsible for any non-domestic or commercial use of our products.
We charge you if you don't give us information we need
We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery or to provide services as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule services.
You have rights if there is something wrong with your product
Return the product to us. If you think there is something wrong with your product, you must contact our Customer Service Team: hello@pleat.co.uk
We can change products and these terms
Changes we can always make. We can always change a product:
- to reflect changes in relevant laws and regulatory requirements. Such as adjustments to materials for fire safety compliance, modifications to blind mechanisms for child safety, updates to fabric composition due to environmental laws, or changes to product labelling and disclosures; and
- to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
Changes we can only make if we give you notice and an option to terminate. We can also make the an amendment and/or remove a design and/or product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team: hello@pleat.co.uk to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to
- deal with technical problems or make minor technical changes;
- update the product to reflect changes in relevant laws and regulatory requirements; or
- make changes to the product (see We can change products and these terms).
We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 4 weeks you can contact our Customer Service Team: hello@pleat.co.uk to discuss how you want to proceed. You can end the contract and we'll refund any sums you've paid in advance for products you won't receive.
We can stop providing a product. We let you know at least 2 weeks in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
- you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
- you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
- you don't, within a reasonable time, either allow us to deliver the product to you, we treat your order as cancelled and refund the purchase price, see If you are a consumer and you bought online, you have a legal right to change your mind.
Each product has a 5 year guarantee from the date of delivery. However, this guarantee does not cover the following:
- Movement of the fabric within a tolerance of 10%.
- Normal wear and tear;
- Misuse or damage of your products including through failure to follow installation instructions that we provide;
- Loss or damage which is caused by sunlight, explosion, fire or smoke (including fabric fading due to sun damage);
- Damage resulting from excessive exposure to weather, water or heat (this includes damage such as corrosion, warping, shrinkage or mould);
- Issues caused by animal infestation, or boring insects or general damage caused by animals;
- Any theft, accidental damage or loss caused by a third party;
- Any products using fabric not from the Pleat collection.
If you wish to make a claim under our Guarantees please contact us by email at hello@pleat.co.uk. Where defective products are covered by our Guarantee, we will endeavour to repair them free of charge. If a repair is not possible you will be offered a replacement and only if a suitable replacement is not available will you be offered a refund.
If you are a consumer, this warranty is in addition to your legal rights in relation to products with faulty materials and/or workmanship, or whether they are not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau of Trading Standards Office.
Losses we never limit or exclude.
Nothing in these terms shall limit or exclude our liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable)
- fraud or fraudulent misrepresentation;
- breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
- defective products under the Consumer Protection Act 1987; or
- any matter in respect of which it would be unlawful for us to exclude or restrict liability.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to:
- loss of income or revenue;
- loss of business;
- loss of profits or contracts;
- loss of anticipated savings;
- loss of data; or
- waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.
Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: www.pleat.co.uk/pages/privacy-policy
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and if you are a consumer we'll ensure that the transfer won't affect your rights under the contract. If you're a consumer and you're unhappy with the transfer you can contact our Customer Service Team: hello@pleat.co.uk to end the contract within 4 weeks of us telling you about it and we will refund you any payments you've made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this. If you're a consumer we may not agree. If you're a business you need our agreement to transfer your contract with us and it's entirely up to us whether we give it.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it (other than someone you (as a consumer) gave a product to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.