Terms & Conditions

Just so you know

Whether you’ve found Royalcraft through our website or via one of our trusted retailers, this page is where you’ll find the key details about how we work – from placing an order and delivery, to returns, guarantees and how we use your content.

By using our website or buying Royalcraft products, you’re agreeing to these Terms & Conditions (“Terms”), so it’s worth taking a moment to read through them.

 

Royalcraft Ltd
Mir House, Taylors Lane
Oldbury, West Midlands
B69 2BN
Registered in England & Wales No. 02470744

 

If anything here feels unclear, or you simply want to talk something through, you can always reach us at:

Email: info@royalcraft.co.uk
Phone: 0800 014 6214

 

Nothing in these Terms affects your statutory rights.

1. About Royalcraft

 

When we say “Royalcraft”, “we”, “us” or “our”, we’re talking about Royalcraft Ltd. We design and supply outdoor and indoor furniture and accessories, and these Terms apply to:

  • All Royalcraft products (“Items”) bought for personal use directly from us, and
  • Your use of our website and other digital channels.

 

If you’ve bought a Royalcraft product from a third-party retailer or marketplace, your contract of sale is with that retailer and their terms will also apply. In that case, please check your receipt or their website for the details.

2. Using Our Website

 

2.1 A quick note on using the site

 

We’re very happy for you to browse, explore and use our website for your own personal, non-commercial use. That permission takes the form of a limited, revocable, non-exclusive licence.

It doesn’t allow you to:

 

  • Copy, download or modify the website or its content (other than normal browsing or caching).
  • Use the website or its content for commercial purposes.
  • Create derivative works based on our content.
  • Use automated tools (such as robots, spiders, crawlers or scraping tools) to access or extract data.
  • Use meta tags or hidden text that include our name or any Royalcraft trade marks without our prior consent.
  • Do anything that places an unreasonable or disproportionately heavy load on our systems.

If we reasonably believe these rules aren’t being followed, we may suspend or withdraw access to the website.

 

2.2 Linking to Royalcraft

 

We’re happy for you to link to our home page for personal, non-commercial reasons, provided that the site you’re linking from:

 

  • Doesn’t misrepresent its relationship with Royalcraft.
  • Doesn’t suggest that we’re endorsing it when we’re not.
  • Doesn’t contain offensive, unlawful or inappropriate content.
  • Doesn’t use our logos or trade marks without written permission.
  • Links only to our home page (no “deep-linking” to internal pages).

 

If we ask you to remove a link, please do so promptly.

3. Intellectual Property

 

The look, feel and content of our website, including product images, logos, product names, designs, text, layout and graphics belong to Royalcraft Ltd and/or our licensors.

 

That means:

 

  • You’re welcome to view and print content for your own personal, non-commercial use.
  • You must not reproduce, distribute, store, adapt or modify our content without our written permission.
  • If we believe our intellectual property is being used without permission, we may take action to protect it.

4. Ordering from Royalcraft

 

4.1 How your order works

 

You can place an order with us through our website or, where available, by phone or other authorised Royalcraft channels.

 

When you place an order:

 

  • You’re making an offer to buy the Items in your basket.
  • We’ll send you an order acknowledgement so you know we’ve received it.
  • Your order is only accepted – and a contract is formed – when we dispatch your Items and send you a dispatch confirmation email.

 

We may, on occasion, need to decline or cancel an order, for example if:

 

  • The Item is out of stock or has been discontinued.
  • There is a clear pricing or description error.
  • We have reasonable concerns about fraud or misuse.

 

If we’ve already taken payment and can’t fulfil your order, we’ll refund you in full.

 

4.2 Personal use

 

Royalcraft products are sold on the basis that they’re for your own personal use at home. By placing an order directly with us, you confirm that you’re not purchasing for resale. We don’t provide guarantees on resold or second-hand items.

5. Product Descriptions & Natural Materials

 

We do our best to make our photography, descriptions and dimensions as accurate as we can.

 

Even so:

 

  • Colours may look slightly different in real life compared with on-screen, because of lighting and screen settings.
  • Many Royalcraft pieces use natural materials, so variations in grain, colour and texture are normal and very much part of their character.
  • Lifestyle images may include accessories or additional pieces used for styling that aren’t included in the price unless we say otherwise.

 

If you spot something that looks incorrect or misleading, we’d really appreciate you letting us know.

6. Prices & Payment

 

  • All prices are shown in Pounds Sterling (£) and include VAT, unless it’s clearly stated otherwise.
  • Delivery charges are shown at checkout and depend on where you live and what’s in your order.
  • We take reasonable care to make sure prices are accurate, but very occasionally mistakes can happen.

 

If we discover a pricing error online, we’ll contact you before dispatch to check whether you’re happy to continue at the correct price or would rather cancel.

 

If we can’t get in touch, we may cancel the order and refund any payment made.

 

Payment is processed securely by our approved payment partners. We don’t store your full card details.

7. Delivery

 

7.1 Delivery services

 

We offer free standard delivery across the UK on qualifying orders. Any additional delivery options, surcharges or estimated timescales will be shown at checkout and depend on:

 

  • The size and weight of your order
  • Your delivery address
  • The type of service chosen (for example: standard, large-item, pallet service)

 

Larger or heavier Items may:

  • Be delivered kerbside or to your doorstep, or
  • Be taken to a room of your choice, if that service is available and selected at checkout.

 

Where assembly or packaging removal is included, we’ll say so clearly at checkout. Otherwise, assembly is up to you.

 

7.2 Access & missed deliveries

 

To help make delivery go smoothly, please make sure that:

  • Your Items will fit through doorways, staircases and access points safely.
  • Someone is available to receive your delivery on the agreed date.

 

If delivery fails because no one is available, or because the Items cannot reasonably be delivered into the property, redelivery or storage charges may apply.

 

7.3 When risk and ownership pass to you

 

  • The risk in the Items passes to you once they’ve been delivered.
  • Ownership passes to you once we’ve received full payment.

8. Your Legal Right to Cancel (Cooling-Off Period)

 

If you’re a consumer and you’ve bought from us online, by phone or by another distance method, you have a legal right to cancel under the Consumer Contracts Regulations 2013.

In short:

 

  • You can change your mind within 14 days from the day after you receive your Items.
  • To cancel, please let us know clearly – by email or phone is ideal.
  • You then have a further 14 days to return the Items.

 

Unless the Items are faulty or we’ve sent the wrong thing, you’ll need to cover the cost of returning them to us.

We’ll refund:

 

  • The price you paid for the Items, and
  • The cost of standard delivery (not any premium or timed delivery services).

If the Items have been handled more than necessary (for example, used rather than simply checked), we may make a reasonable deduction from your refund to cover the reduction in value.

 

8.1 When this doesn’t apply

 

Your right to cancel doesn’t apply to:

 

  • Items made to your specifications or clearly personalised.
  • Items that cannot be returned for hygiene reasons once unsealed.
  • Items that have been inseparably mixed with other goods after delivery.

9. Royalcraft Returns & Refunds Policy (28-Day Returns)

 

Alongside your legal rights, we offer our own 28-day returns policy for most Items.

9.1 Changing your mind in the first 24 hours

 

If you change your mind within 24 hours of placing your order, please get in touch and, where possible, we’ll amend or cancel it free of charge.

After 24 hours, your order may already be in progress, so return and collection costs may apply.

 

9.2 Conditions for 28-day change-of-mind returns

 

We’ll usually accept returns within 28 days of delivery where:

  • Items are unused.
  • They’re in their original, undamaged packaging.
  • They’re in a condition that allows us to resell them.

If the original packaging is missing or significantly damaged, we may not be able to accept the return.

 

9.3 Restocking & collection fees

 

For cancellations or returns made after the first 24 hours and within the 28-day window:

 

  • A restocking fee may apply, and
  • Collection and administration costs of up to £150 may be deducted from your refund, depending on the size, weight and location of the Items.

 

We’ll always confirm any charges before arranging collection.

 

9.4 Bundles & sets

 

If you’ve bought a bundle or multi-piece set:

 

  • All Items in that bundle or set need to be returned together for a refund.
  • We’re not able to refund individual pieces from a bundle.

 

9.5 Outlet Items

 

Outlet Items are sold as seen and are non-refundable, except where they are faulty and your statutory rights apply.

10. Faulty Items & Our Guarantee

 

We take great care to ensure your Items reach you in good condition, but if something isn’t right, we’re here to help.

 

10.1 When something’s wrong on arrival

 

If your Item arrives damaged or faulty:

 

  • Please let us know as soon as reasonably possible after delivery.
  • Photos are really helpful, as they allow us to see exactly what’s gone wrong.

 

Depending on the situation, we may:

 

  • Arrange a repair,
  • Provide replacement parts,
  • Replace the Item, or
  • Offer a refund where appropriate.

 

10.2 Our 12-month manufacturing guarantee

 

Most Royalcraft Items come with a 12-month manufacturing guarantee from the date of delivery.

 

It covers:

 

  • Defects in materials or workmanship under normal residential use.

 

It doesn’t cover:

 

  • Damage caused by misuse, neglect or lack of care.
  • Damage resulting from incorrect assembly or installation.
  • Weather damage beyond what would be reasonably expected from outdoor use.
  • Normal wear and tear, including minor scuffs, marks and natural fading.
  • Changes in appearance that are typical of natural materials as they age.

 

Some Outlet or clearance pieces may fall outside this guarantee, and where that’s the case, we’ll tell you at the point of purchase. Your legal rights under UK consumer law sit alongside this guarantee and aren’t affected by it.

11. Trade & Business Customers

 

We’re always pleased to work with designers, specifiers and business customers through our Royalcraft Trade Programme.

 

11.1 Trade benefits

 

Approved trade customers may have access to:

 

  • Trade pricing (applied automatically where available).
  • Additional product and technical information.
  • Stock checks and project support.
  • Delivery advice tailored to your project.

 

Trade discounts:

 

  • Can’t usually be combined with other offers or promotions, and
  • Don’t normally apply to sale Items, gift cards or third-party products.

 

11.2 Different rights for business orders

 

Where Items are bought for business or commercial use:

 

  • Consumer cancellation rights under distance selling regulations may not apply in the same way.
  • We may, at our discretion, agree to returns or cancellations, sometimes subject to fees.

 

If you’re not sure which terms apply to you, we’re always happy to clarify.

12. Promotions, Discount Codes & Vouchers

 

12.1 Promotional codes

 

Unless we say otherwise, promotional codes:

 

  • Apply to full-price, in-stock Items only.
  • Have a clear validity period or expiry date.
  • Need to be entered at checkout and can’t be applied retrospectively.
  • Can’t usually be used alongside other promotions or discounts.
  • Don’t normally apply to delivery charges.
  • May exclude specific ranges (for example, new season or certain collections).
  • May require a minimum spend in a single transaction.

 

12.2 SMS & digital promotions

 

For codes sent via SMS, email or digital campaigns:

 

  • They’re valid only for the timeframe stated in the communication.
  • They may be limited to one use per customer.
  • Specific categories (such as Outlet, bundles, gift cards or delivery) may be excluded.
  • They can’t be combined with other promotions or applied to previous orders.

 

12.3 Promotional vouchers

 

Promotional vouchers:

 

  • Can be redeemed against eligible full-price Items.
  • Have no cash value and can’t be exchanged for money.
  • Are single-use and valid until the expiry date shown.

 

Expired vouchers won’t normally be re-issued.

13. Competitions

 

From time to time, we may run competitions or prize draws.

 

Unless the specific competition rules say otherwise:

 

  • Entry is open to UK residents aged 18 or over.
  • Employees of Royalcraft and their immediate families are not eligible.
  • Only one entry per person is allowed, unless we clearly state otherwise.
  • Prizes are non-transferable and there’s no cash alternative.
  • Winners are chosen fairly from all eligible entries, for example via a random draw.

 

We’ll contact winners using the details provided at entry. If we don’t hear back within the timeframe we specify, we may need to choose an alternative winner.

We may, if necessary, substitute the prize for one of equal or greater value.

By entering, you agree to be bound by the competition’s specific rules as well as these Terms.

14. Social Media, User-Generated Content & Reviews

 

We genuinely love seeing Royalcraft pieces in your home and are always grateful for the reviews and photos you share.

 

14.1 Social media content

 

If we ask to feature your photo or video and you reply with a clear “yes”, you’re giving us a non-exclusive, worldwide, transferable, royalty-free licence to:

 

  • Use, reproduce and display your content.
  • Crop, edit or adapt it for format and style, while keeping its essence.
  • Share it across our channels – including our website, social media, email, digital advertising, printed materials and with selected retail partners.

 

Where it’s practical, we’ll credit your social media handle when we use your content.

By agreeing, you confirm that:

 

  • The content is yours or you have permission to share it.
  • Anyone who appears in it is happy for it to be used in this way.
  • Our use of it won’t infringe anyone else’s rights.

 

You can ask us to stop using your content in future materials at any time; this won’t affect anything already published, but we’ll avoid using it in new activity wherever reasonably possible.

 

14.2 Reviews & testimonials

 

When you leave a review, rating or testimonial on our website or via a third-party platform, you’re giving us a non-exclusive, worldwide, royalty-free licence to:

 

  • Display your review on our website and product pages.
  • Share it with our retail partners and on marketing channels (including email and adverts).
  • Use it in print and digital promotional materials.

 

We may show your first name, initial and general location alongside your review, but we won’t publish your full contact details.

We reserve the right to edit, moderate or choose not to publish reviews that are offensive, unlawful, defamatory or misleading.

You can ask us not to use your review in future materials at any time.

15. Other Important Policies

 

How we handle your personal data and how we use cookies and similar technologies is explained in more detail in:

 

Both are available on our website and form part of these Terms by reference.

16. Liability

 

There are some things we can’t limit or exclude – and we don’t try to. Nothing in these Terms will limit or exclude our liability for:

 

  • Death or personal injury caused by our negligence.
  • Fraud or fraudulent misrepresentation.
  • Any rights you have under UK consumer law that cannot lawfully be limited.

 

We’re not responsible for:

 

  • Loss of income or revenue.
  • Loss of business, profit or contracts.
  • Loss of anticipated savings.
  • Indirect or consequential loss or damage.

 

Except where the law says otherwise, our total liability in connection with any purchase will not be more than the price you paid for the Item(s) in question.

17. Events Beyond Our Control

 

Sometimes, things happen that are outside our reasonable control – for example, extreme weather, transport disruption, industrial action or supply chain issues.

If that happens:

 

  • We won’t be liable for delays or failures caused by those events, but
  • We’ll always do our best to minimise disruption and keep you updated.

18. Governing Law & Jurisdiction

 

These Terms are governed by the laws of England and Wales.

 

If ever there’s a dispute about them or your purchase, you and we agree that the courts of England and Wales will have jurisdiction.