Terms and Conditions
1. Introduction
These Terms and Conditions apply to purchases made through the Enrico HomeDecor website and through any other sales channel expressly approved by Enrico HomeDecor.
By placing an order with Enrico HomeDecor, you confirm that you have read, understood and agreed to be bound by these Terms and Conditions.
Please read these Terms and Conditions carefully and retain a copy for future reference.
2. About Us and Contact Information
Enrico HomeDecor is committed to providing high-quality products and excellent customer service.
For order enquiries, delivery questions, returns, complaints or other customer service matters, please contact us by email:
Email: support@enricohomedecor.com
3. Pricing
All prices displayed on our website are shown in pounds sterling (£).
We reserve the right to amend our prices at any time without prior notice. However, the price payable for an order will normally be the price displayed at the time the order is placed and confirmed.
Product prices may change because of market conditions, supplier costs, availability, promotional offers or other commercial factors.
Once an order has been placed and confirmed, we are unable to retrospectively adjust its price if the product price later increases or decreases.
Unless otherwise stated, delivery charges and any other applicable charges will be displayed during checkout before the order is completed.
4. Pricing Errors
We take reasonable steps to ensure that all prices displayed on our website are accurate. However, errors may occasionally occur.
Where we identify a pricing error after an order has been placed, we will contact you as soon as reasonably possible.
You will be given the option to:
- proceed with the order at the correct price; or
- cancel the order and receive a refund of any amount already paid.
We are not obliged to supply a product at an obviously incorrect price where the pricing error could reasonably have been recognised as a mistake.
5. Orders
Placing an order constitutes an offer to purchase products from Enrico HomeDecor.
An automated order acknowledgement does not necessarily mean that your order has been accepted. A contract is formed when we confirm acceptance of your order or dispatch the products, whichever occurs first.
We reserve the right to refuse or cancel an order where:
- a product is unavailable;
- incorrect information has been provided;
- payment cannot be authorised;
- a pricing or product-description error has occurred;
- delivery cannot reasonably be completed to the address provided; or
- we reasonably suspect fraudulent, unlawful or unauthorised activity.
If we cancel an order after payment has been taken, the amount paid for the cancelled products will be refunded.
6. Order Cancellation and Returns
Cancelling Before Dispatch
Orders may normally be cancelled free of charge before they have been dispatched.
To request cancellation, contact: support@enricohomedecor.com
Where cancellation is accepted, a refund will be issued to the original payment method.
We cannot guarantee that a cancellation request will be completed where an order has already entered the dispatch or delivery process.
Cancelling After Dispatch or Delivery
Where you are purchasing as a consumer through our website or another distance-selling channel, you may notify us that you wish to cancel your order within 14 days after the day on which the goods are delivered.
Once you have notified us of your decision to cancel, you must return the goods within a further 14 days.
You must contact us before returning any goods so that we can provide the relevant return instructions.
Unless the products are faulty, damaged, incorrectly supplied or otherwise not as described, you will normally be responsible for the cost of returning them.
Products must be returned securely packaged and in a condition consistent with no more handling than would reasonably be permitted when examining them in a physical shop.
We may make a reasonable deduction from the refund where the value of the goods has been reduced because of unnecessary handling, damage, incomplete packaging, assembly, installation or use.
Refunds will normally be made to the original payment method after we have received the returned products or received satisfactory evidence that they have been returned.
Original enhanced or premium delivery charges will not normally be refundable beyond the cost of our least expensive standard delivery option.
Products That Cannot Normally Be Returned for Change of Mind
The right to cancel may not apply to:
- products made to the customer's specifications;
- personalised or bespoke products;
- made-to-order products;
- products that have been altered at the customer's request;
- sealed products that are not suitable for return for health or hygiene reasons once unsealed; or
- any other product excluded from cancellation rights under applicable law.
Made-to-order, personalised and bespoke products cannot normally be cancelled once production has begun, unless the product is faulty, damaged, incorrectly supplied or not as described.
Nothing in this section affects your statutory rights.
7. Payment
We may accept payment using the following methods:
- major credit cards, excluding Diners Club;
- debit cards;
- PayPal;
- Klarna;
- Clearpay;
- Shop Pay.
The payment methods available for a particular order will be displayed during checkout.
Full payment is normally required when an order is placed unless an approved instalment or buy-now-pay-later provider is selected.
Payments made through Klarna, Clearpay, PayPal, Shop Pay or another third-party payment provider may also be subject to that provider's separate terms and eligibility requirements.
Order confirmations, invoices and payment information will generally be provided electronically by email.
8. Product Information
We take reasonable care to ensure that product descriptions, measurements, colours, photographs and specifications are accurate.
However, product colours and finishes may appear differently depending on lighting conditions, screen settings, manufacturing batches and the natural or manufactured characteristics of the material.
Minor variations in colour, grain, pattern, texture, dimensions or finish may not constitute a fault where they are normal for the type of product supplied.
Customers must review product measurements and specifications carefully before ordering.
9. Product Availability
All products are subject to availability.
Where a product becomes unavailable after an order has been placed, we may:
- offer a suitable alternative product;
- offer the latest equivalent model where appropriate; or
- cancel the affected product and issue a refund.
We will not substitute a product with one that materially differs in price, appearance or specification without contacting you first.
Where no suitable alternative is available or accepted, any payment made for the unavailable product will be refunded.
10. Delivery
Free UK delivery may be available where expressly stated on the product page, during checkout or in an applicable promotion.
Delivery exclusions, postcode restrictions, surcharges or additional charges may apply to certain products, locations or delivery circumstances. Any applicable charges will normally be communicated before the order is completed or before delivery is arranged.
A signature or other proof of delivery may be required.
Delivery Times
We will provide an estimated delivery date or delivery period after your order has been processed.
Delivery dates and time slots are estimates only unless we have expressly agreed otherwise in writing.
Delivery may be affected by circumstances outside our reasonable control, including:
- stock shortages;
- supplier or manufacturing delays;
- severe weather;
- traffic conditions;
- vehicle breakdowns;
- courier delays;
- access restrictions;
- strikes or industrial action; and
- other unexpected events.
Customers should not arrange installers, tradespeople or other dependent services until all goods have been received and inspected.
To the extent permitted by law, Enrico HomeDecor will not be responsible for indirect losses, installation costs, contractor charges or other expenses resulting from a delivery delay that was outside our reasonable control.
This does not exclude any liability that cannot legally be excluded.
Delivery Notifications
Where applicable, an estimated delivery time slot may be sent by SMS or email on the day before delivery.
Customers are responsible for providing complete and accurate contact and delivery information.
Delivery slots may be allocated by third-party courier systems and may not be capable of being selected or amended.
11. Failed Deliveries and Re-delivery Charges
A re-delivery charge of £155 may apply where delivery cannot be completed because of circumstances within the customer's control.
This may include:
- cancellation after the goods have been loaded for delivery;
- incorrect or incomplete delivery details;
- refusal of delivery without a valid reason;
- nobody being available to accept delivery;
- failure to disclose relevant access restrictions;
- insufficient parking or unloading access;
- staircases, narrow entrances or restricted hallways;
- products being unable to fit through the available access route; or
- another customer-related issue preventing safe completion of the delivery.
The applicable charge will depend on the product, delivery method and circumstances of the failed delivery.
Where the failure was caused by Enrico HomeDecor, the courier or circumstances for which the customer was not responsible, the re-delivery charge will not normally apply.
12. Property and Delivery Access
Unless otherwise agreed in writing, standard delivery may be limited to:
- ground-floor properties;
- locations accessible using a suitable lift; or
- properties with no more than four external steps.
Customers are responsible for:
- checking product dimensions before ordering;
- ensuring that products can fit through doors, gates, hallways, staircases and other access points;
- providing safe and reasonable delivery access;
- reserving any required parking or loading space;
- disclosing access restrictions before delivery; and
- protecting floors, walls and surrounding property where appropriate.
Delivery personnel may refuse to move a product where they reasonably believe that doing so could cause injury, damage or create an unsafe working environment.
Customers must not assist delivery personnel with lifting or moving products unless expressly requested and it is safe to do so.
Where a room-of-choice or placement service has been agreed, reasonable care will be taken during delivery. However, Enrico HomeDecor will not be responsible for damage resulting from unsafe, restricted or unsuitable access that was not disclosed before delivery.
Nothing in this section excludes liability for damage caused by our negligence where such liability cannot legally be excluded.
13. Risk and Ownership
Responsibility for the goods passes to you when delivery has been completed at the delivery address provided or when the goods have been collected by you or a person authorised by you.
Ownership of the goods will not pass to you until we have received payment in full for the relevant order.
14. DPD and Other Courier Deliveries
Some products may be delivered by DPD or another third-party courier.
Where no one is available to receive a parcel, the courier may:
- attempt delivery to a neighbour;
- arrange another delivery attempt;
- leave the parcel in an authorised safe place; or
- take the parcel to a local collection point.
Available options will depend on the courier, product type and delivery service selected.
Customers should follow the instructions contained in the courier's delivery notification.
15. Damaged, Faulty or Incorrect Goods
Customers should inspect products as soon as reasonably possible after delivery and before assembly, installation or use.
Where a product is damaged, faulty, incorrect or not as described, please contact us promptly at: support@enricohomedecor.com
Please provide:
- your full name;
- your order number;
- a description of the issue;
- clear photographs or videos showing the problem;
- photographs of the packaging; and
- any other relevant supporting information.
Do not assemble or install a product where visible damage or defects have been identified, unless we have instructed you to do so.
This is particularly important for marble tables, furniture, cladding, fencing, decking and other products that could become more difficult to inspect or return after installation or assembly.
We will review the information provided and, where appropriate, arrange a repair, replacement, refund or another suitable remedy in accordance with your statutory rights.
Reporting an issue promptly helps us investigate the cause and arrange an appropriate resolution. However, failure to report an issue immediately does not remove any statutory rights you may have.
16. Installation and Product Use
Customers are responsible for ensuring that products are suitable for their intended purpose, location and installation method.
Products must be installed, assembled, stored, maintained and used in accordance with the supplied instructions and any applicable safety requirements.
Where professional skills are required, installation should be completed by a suitably qualified and experienced installer.
Enrico HomeDecor will not be responsible for damage caused by:
- incorrect installation or assembly;
- failure to follow instructions;
- unsuitable foundations or supporting structures;
- unauthorised product modifications;
- misuse, neglect or accidental damage;
- improper storage;
- failure to maintain the product appropriately; or
- normal wear, weathering or colour variation.
This does not affect liability for a product that was faulty, unsafe or not as described when supplied.
17. Complaints
We are committed to handling complaints fairly and efficiently.
Complaints should be sent to: support@enricohomedecor.com
Please include your order number, contact details, a clear description of the complaint and any relevant supporting evidence.
We will investigate the matter and respond as soon as reasonably possible.
If you believe your personal data has been processed incorrectly, or you are dissatisfied with our response to a data protection request, you may have the right to complain to the Information Commissioner's Office.
Information about making a complaint is available on the Information Commissioner's Office website.
18. Events Outside Our Control
We will not be responsible for a failure or delay in performing our obligations where this is caused by an event outside our reasonable control.
Such events may include natural disasters, extreme weather, transport disruption, supplier failure, industrial action, government restrictions, war, civil unrest, epidemics, utility failures or failures affecting telecommunications and courier networks.
We will take reasonable steps to reduce the effects of the event and resume performance where reasonably possible.
19. Limitation of Liability
Nothing in these Terms and Conditions excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of statutory consumer rights; or
- any other liability that cannot legally be excluded or limited.
Subject to the above, Enrico HomeDecor will not be responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by a customer purchasing primarily for commercial purposes.
20. Consumer Rights
Nothing in these Terms and Conditions affects your statutory rights under applicable UK consumer protection legislation.
If there is any conflict between these Terms and Conditions and a legal right that cannot be excluded or restricted, the applicable legal right will take priority.
21. Changes to These Terms and Conditions
We may amend these Terms and Conditions from time to time.
The Terms and Conditions applying to your purchase will normally be those in force when your order is placed.
Any amendment will not retrospectively reduce or remove your statutory rights relating to an existing order.
22. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force and effect.
23. Waiver
A delay or failure by Enrico HomeDecor to enforce any provision of these Terms and Conditions will not constitute a waiver of our right to enforce that provision at a later date.
24. Third-Party Rights
Unless expressly stated otherwise, a person who is not a party to the contract will not have any right to enforce these Terms and Conditions.
25. Governing Law and Jurisdiction
These Terms and Conditions and any contract formed under them are governed by the laws of England and Wales.
Consumers living in another part of the United Kingdom may also be entitled to bring proceedings in the courts of the part of the United Kingdom in which they live.
Nothing in this section removes any mandatory legal rights available to consumers.