Terms & Conditions

GENERAL TERMS & CONDITIONS (Store Purchases)

(Online & Telesales Purchases see below)

 

You agree to be bound by the terms and conditions as laid out below and they will govern each Order that You place with us. Each Order is a separate legally binding contract. You should read these terms and conditions carefully and make sure You understand them. If a provision in these terms and conditions is found to be invalid or unenforceable by a court it will not affect the validity of the remaining provisions. These terms and conditions are governed by the laws of England and Wales. They do not affect Your statutory rights.

 

1. DEFINITIONS:

1.1 In these terms and conditions and Your sale agreement (which was given to You on the day You purchased the Goods), the following words shall have the following meanings:

“You” or “Your” means the person named in the Order to whom we are supplying the Goods in accordance with these terms and conditions;

“We“, “Us” or “Our” means Norfolk Beds Limited, Our company number is 13883704 and our registered office address is 32-34 Old Palace Road, Norwich, Norfolk, United Kingdom, NR2 4JQ. Our store address is 69 Out Northgate, Bury St Edmunds, IP33 1JQ; 

“Order” means Your order for the Goods;

“Goods” means all products listed in the Order;

“Made to Measure” mean any Goods that are made to specific, non-standard dimensions as determined by You; and

“Delivery” means the delivery of the Goods to the delivery address specified in the Order.

 

2. ORDERS:

2.1 These terms and conditions apply to Orders placed in-store only. To view Our terms and conditions for items purchased online or by telephone, please see below for Web Ts&Cs.

2.2 You should carefully check Your Order details before signing the Order. Any amendments need to be made before You sign. Failure to notify Us of any changes may result in further charges to You at a later date.

2.3 It is Your responsibility to check:

(a) the dimensions of all Goods to ensure that they will fit into Your property; and

(b) that additional services (such as assembly or disposal) are clearly noted in the Order. These will be shown separately.

 

3. GOODS:

3.1 The description of the Goods will be as specified within the Order.

3.2 You should be aware that:

(a) all sizes given are approximate and stated bed and mattress sizes refer to the sleeping surface only;

(b) mattress sizes may vary slightly from their stated dimensions due to manufacturing tolerances; and

(c) comfort grading is for guidance only.

(d) When placing a mattress on a bedstead please note that there maybe a gap around the edges; this is to allow for rotation & bedding

3.3 We guarantee (the “Guarantee“) that for 12 months from the date of Delivery, the Goods will:

(a) be of satisfactory quality;

(b) be fit for the purpose for which they are designed and supplied;

(c) be free from material defects in design, material and workmanship; and

(d) comply with all applicable statutory and regulatory requirements for selling the Goods in the United Kingdom.

3.4 The Guarantee covers normal domestic home use only and does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by You, commercial use, failure to follow our written instructions regarding care of the goods, or any alteration or repair to the goods which You carry out without our prior written approval.

3.5 If You inform us that the goods have breached the guarantee, we will arrange an inspection to verify this. If this inspection finds that the goods have not breached the guarantee, We will decline any further action , but provide full details of the reasons for the decision. You will have direct access to any reports completed by the inspection specialist.

3.6 If You would prefer to use an inspection service of your choosing, then this must be done at your cost. Any inspection service used must be a recognised, independent specialist and we must agree in writing to them carrying out the inspection.

3.7 In the rare event that goods are found to have breached the guarantee, we will follow a fair and fast process. We will either repair or replace the goods free of charge. Alternatively, We may (if we choose) provide a full refund of the price paid by You for the goods. We will do our best to agree with You which remedy would be most appropriate.

3.8 The guarantee shall apply to any repaired or replacement goods we supply to You.

 

4. EX-DISPLAY ITEMS:

4.1 If You have purchased ex-display items, the price of these items reflects the fact that they may have sustained fair wear and tear and they cannot be returned or refunded unless faulty. In addition, these goods cannot be ‘comfort exchanged’.

4.2 Any defects on ex-display items (that are present at the point of sale) will be drawn to Your attention and written on Your order confirmation. It will not be possible to reject the goods, or claim a refund or repair at our expense, in respect of any of these defects.

 

5. PRICE AND PAYMENT:

5.1 The price of the Goods will be the amount set out in the Order. Prices are liable to change at any time, but price changes after You have signed the Order will not affect the price for the Goods stated in Your Order.

5.2 All prices are in pounds sterling. The Order is not a VAT invoice.

5.3 Where Delivery or collection is scheduled to be within 14 days of Order, You must pay 50% of the total payable when You sign the Order. The balance is payable upon delivery. Should You be not able to pay the balance as agreed, we reserve the right to retain the deposit.

5.4 Payment can be made by credit or debit card, BACS or cash.

 

6. DELIVERY:

6.1 Delivery of the Goods will incur a separate charge depending on the location of the delivery address.

6.2 Delivery will be made to the delivery address specified on the Order. You must notify us at least 72 hours prior to Delivery of any delivery amendments. Any amendment however small may lead to an increase in lead-time or change of delivery date.

6.3 We deliver primarily to postcodes in Norfolk, Suffolk, Cambridgeshire and Essex but We may be unable to deliver to some locations. Please contact Us for more details.

6.4 Delivery dates and lead times are given in good faith but are subject to change. Most delivery lead times start from the date of Order.

6.5 If, as a result of our actions or the actions of Our suppliers, we are unable to Deliver Goods for more than 2 weeks (14 days) beyond the delivery date stated in the Order, You will be entitled to cancel the Order and receive a full refund of all amounts paid unless a new date for Delivery can be mutually agreed.

6.6 If, as a result of circumstances beyond our control, we are or reasonably believe that we will be unable to complete Delivery of the Goods, we will be entitled to cancel the Order and will provide You with a full refund of all amounts paid.

6.7 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order and installation shall have been satisfactory to You and Us.

6.8 If we are unable to complete Delivery due to the Goods not fitting in the required room at the delivery address, You may order a different product as a replacement for the Goods. In these circumstances:

(a) You must pay the difference between the price of the Goods and any replacement product which is of higher value;

(b) You shall not be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value; and

(c) You must pay double the appropriate delivery charge and our reasonable administration costs.

6.8 You should inspect the Goods carefully upon Delivery. Goods will be deemed accepted once assembled unless You inform us otherwise at the time. Where Goods are not removed from their packaging, the Goods will be deemed accepted 30 (thirty) days after Delivery.

6.9 We will notify You in writing or verbally once the Goods are ready for Delivery or collection. If You fail to collect or take Delivery of the Goods on the agreed date, we will not store the Goods for any reason for longer than 28 days.

6.10 If You fail to pay the full price of the Goods or fail to take Delivery or to collect the Goods within 28 days of the scheduled delivery date, We will be entitled to cancel the Order and You must pay all amounts stated in the Order in addition to our reasonable administration costs, which may be up to 20% of the cost of the Goods. This charge may, at least in part, reflect the price at which we are able to resell the Goods.

 

7. DISPOSAL:

7.1 The collection and disposal of Your old beds/mattresses is an additional and chargeable service. We reserve the right to refuse collection upon sight of items.

7.2 Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition Our delivery service driver may refuse to collect such items if they are reasonably concerned about contamination of other customer Orders on his vehicle. In this instance a full refund of the charges for the disposal will be given but You will be responsible for the disposal of such items.

 

8. RISK AND OWNERSHIP:

8.1 Responsibility for and ownership of the Goods passes to You once the Goods are Delivered or collected.

 

9. CANCELLATION:

9.1 Once the Order has been signed You cannot cancel it, except under clause 6.5 of these terms and conditions.

9.2 You are entitled to amend Your Order free of charge within the first 48 hours. After this time we reserve the right to charge reasonable administration costs in respect of any amendments, which may be up to 20% of the cost of the Goods. This charge may, at least in part, reflect the price at which we are able to resell the Goods.

 

10. REFUNDS:

10.1 Refunds will be made to You as soon as possible and in any event within a period of 14 days from return of the Goods.

10.2 If Goods have been Delivered, then a refund cannot be made until we have collected the Goods.

10.3 If You participated in a linked saving offer (for example, buy a bed for £999 and get £200 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would be refunded only £799 to cover the price of the bedding.

10.4 If You participated in a ‘multibuy’ offer (for example, buy 3 items for the price of 2) You must return all the items to get a full refund. If You only return part of such an Order then any ‘multibuy’ saving will be deducted from the amount of Your refund.

 

11. EVENTS OUTSIDE OUR CONTROL:

11.1 We will not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation) the following:

(a) delays caused by one of Our suppliers, except in the circumstances envisaged by clause 6.5;

(b) strikes, lock-outs or other industrial action;

(c) fire, explosion, storm, flood, snow or other natural disaster;

(d) unavailability of shipping, aircraft, motor transport or other means of public or private transport; or

(e) unavailability of public or private telecommunications networks.

11.2 Our obligations under these terms and conditions are suspended for the period that such events continue and we will have an extension of time to perform these obligations for the duration of that period.

 

12. LIMITATION OF LIABILITY:

12.1 We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. Advice about Your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

12.2 We are responsible to You for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage You suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and You knew it might happen.

12.3 We are not liable for business losses. We only supply the products for domestic and private use. If You use the products for any commercial, business or re-sale purpose we will have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.4 Subject to clause 12.2, our total liability to You under or connected with these terms will not exceed the price payable for the goods for any one event or series of connected events.

 

13. DATA PROTECTION:

13.1 Here at Norfolk Beds, we take your privacy seriously. For a more detailed explanation of how we will collect, use and store information relating to You, please see our Privacy & Security section on the Web Terms & Conditions Page. To learn more about how we use cookies on our website, please check out our Cookie Policy Section on the same page.

PRIVACY POLICY

Overview

Norfolk Beds is committed to respecting your privacy rights. This privacy policy, which applies whether You visit our store, use our website, or contact us by telephone or email, provides You with information about:

• what personal data we collect;
• how we use that personal data;
• disclosures of your personal data to third parties; and
• the legal bases on which we rely on to process your personal data

You do not need to take any action as a result of this privacy policy, but You do have certain legal rights as described below. It is important that You read this privacy policy together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about You that You are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them. This website is not intended for children and we do not knowingly collect or solicit data relating to children.

13.2 Important information and who we are

Who we are

Norfolk Beds is the “data controller” of your personal data (referred to as “we”, “us”, “our” or “Norfolk Beds”). In simple terms, this means that we: (i) “control” your personal data, including making sure that it is kept secure; and (ii) make certain decisions on how to use and protect your personal data, but only to the extent that we have informed You about the use or are otherwise permitted by law.

How to contact us or make complaints If You have any questions regarding our use of Your personal data (including any requests to exercise your legal rights), or this privacy policy, please contact sales@norfolkbeds.co.uk

Our full contact details are:

Norfolk Beds Limited, 32 Old Palace Rd, Norwich NR2 4JQ

Changes to this privacy policy and your personal data This privacy policy is regularly reviewed and was last updated on 18/06/2022

It is important that the personal data we hold about You is accurate and up-to-date. Please keep us informed if your personal data changes during your relationship with us.

Third party sites and links

Our website may include links to third party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about You. We do not control these third-party websites and are not responsible for their processing of your personal data. When You leave our website, we encourage You to read the privacy notice of every website You visit

13.3 The personal data we collect about You

The types of personal data we collect, use and store about You will depend on the product or service You have with us. We collect the following personal data:

• your name, age/date of birth and gender;
• your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;
• purchases and Orders made by You;
• your on-line browsing activities on our website;
• when you make a purchase or place an Order with us (whether online or offline), your payment card details;
• your communication and marketing preferences;
• your interests, preferences, feedback and survey responses;
• your location;
• your correspondence and communications with Norfolk Beds; and
• other publicly available personal data, including any which You have shared via a public platform (such as a public Facebook page).
• The Norfolk Beds website is not intended for children and we do not knowingly collect or solicit personal data from anyone under the age of 16.

We do not collect any special category personal data about You (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, gender, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

13.4 How we obtain your personal data

Information You provide to us We collect information about You directly when You provide it to us in correspondence and conversations (including via email and telephone) and through forms and contracts we may enter with You

Information we get from other sources

We collect personal data from third parties who have Your consent to pass your details to us, or from publicly available sources.

We may combine personal data that You provide to us with information that we collect from, or about you, in some circumstances. This will include information collected in an online or offline context

13.5 How we use your personal data We will only collect and process your personal data where we have lawful basis to do so.

We use your personal data for the following purposes, and pursuant to the corresponding legal basis:

PURPOSE	LEGAL BASIS
To register You as a new customer.	Performance of a contract with you.
To process and deliver your Order including: (a) managing payments, fees and charges; and (b) collecting and recovering money owed to us.	(a) Performance of a contract with you. (b) Necessary for our legitimate interests (to recover debts due to us).
To manage our relationship with You, which will include: (a) notifying You about charges to our terms or this privacy policy; and (b) asking You to leave a review or take a survey.	(a) Performance of a contract with you. (b) Necessary to comply with a legal obligation. (c) Necessary for our legitimate interests (to study how customers use and rate our products and services, to develop them and our business).
To verify your identity and to identify and prevent fraudulent transactions.	Necessary for our legitimate interests
To enable Norfolk Beds to manage customer service interactions with you.	Necessary for our legitimate interests (to understand how our customers use our products and services and improve our business).
Where we have a legal right or duty to use or disclose your personal data (for example in relation to an investigation by a public authority or in a legal dispute).	To comply with a legal or regulatory obligation.

Marketing

We strive to provide You with choices regarding certain personal data uses, particularly around marketing and advertising.

You will receive marketing communications from us if You have requested information from us or purchased products or services from us, or if You provided us with your details when You entered a competition or registered for a promotion and, in each case, You have expressly consented to receiving that marketing.

We will get your express opt-in consent before we share your personal data with any company outside the Norfolk Beds group of companies for marketing purposes.

You can ask us or third parties to stop sending You marketing messages at any time by contacting info@norfolkbeds.co.uk or by following the unsubscribe link on the message

Where You opt-out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product or service purchase, warranty registration, product or service experience or other transactions (which we will continue to process in order to perform a contract with You or as a result of our regulatory or legal obligations)

13.6 Who we share your personal data with

We will share your personal data with third parties as required by law or regulation.

We will also share your personal information with the parties set out below for the purposes set out in this privacy policy:

Registered credit reference agencies in order to identify and prevent fraudulent transaction, such agencies which may keep a record of that information (although a credit check is not performed and your credit rating will be unaffected);

• Affiliates and certain external third party service providers and professional advisors,

in order to provide services on our behalf; and third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

We make sure any third party that provides a service to or for us, which involves the processing of your personal data:

• enters into an agreement with us and meets our standards for data security;
• does not use your personal data for any purpose other than the clearly defined purpose relating to the service that such party is providing;
• does not share your personal data with any organisation without our consent (apart from us); and
• holds your personal data securely and retains it only for such period of time as we instruct.

13.7 How we keep your personal data secure

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. On our website this includes ensuring that all transactions are secure, with details that You send to us being encrypted and sent across a secure connection. You can see that the shopping bag and checkout is a secure area of our site because a the URL will be HTTPS. The encryption technique we use is certified by GoDaddy Inc. This means that the information You send us cannot be read by anyone other than the Norfolk Beds team.

We limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. We also train and instruct our employees that all personal data must be handled in accordance with this privacy policy and applicable privacy and data protection laws, and any misuse by employees is subject to disciplinary action.

We have put in place procedures to deal with any suspected personal data breach and will notify You and any applicable regulator of a breach where we are legally required to do so.

13.8 How long we retain your personal data for

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

[In some circumstances we may anonymise your personal data (so that it can no longer be associated with You) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

13.9 International transfers of your personal data

We share your personal data with our partners, HostGator and Square Payments in the legitimate business interests of managing the performance of the Norfolk Beds website. Please note that where these partners are based outside the European Economic Area in the U.S. and that transfers of your personal data to such partner companies will be made in accordance with the applicable data protection legislation.

13.10 Your legal rights

You have the right to access the personal data we hold about You, and there are a number of ways You can control the way in which and what information we store and process about You.

We have explained these individual rights and controls below. To exercise these rights and controls, please contact us at.

• Access: You have the right to ask for a copy of the personal data that Norfolk Beds holds about You free of charge, however we may charge a ‘reasonable fee’ if we think that your request is excessive, to help us cover the costs of locating the information You have requested. We will respond to your request as soon as possible and (save for in certain circumstances) within one month.
• Correction: If there are any inaccuracies in the information we hold about You, please contact us and we will correct them.
• Deletion: If you think that we shouldn’t be holding or processing your personal data any more, You may request that we delete it. Please note that this may not always be possible due to legal obligations.
• Restrictions on use: You may request that we stop processing your personal data (other than storing it), if: (i) You contest the accuracy of it (unless the accuracy is verified); (ii) You believe the processing is against the law; (iii) you believe that we no longer need your personal data for the purposes for which it was collected, but You still need your data to establish or defend a legal claim; or (iv) You object to the processing and we are verifying whether our legitimate grounds to process your personal data, override your own rights.
• Object: You have the right to object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes You want to object to processing on this ground as You feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Request the transfer: If You wish to transfer Your personal data to another organisation (and certain conditions are satisfied), You may ask us to do so, and we will send it directly if we have the technical means. Please note that this right only applies to automated information which You initially provided consent for us to use or where we used the information to perform a contract with You.
• Withdrawal of consent: If You previously gave us your consent to allow us to process your personal data for a particular purpose, but You no longer wish to consent to us doing so, You can contact us to let us know that You withdraw that consent. However, this will not affect the lawfulness of any processing carried out before You withdraw your consent. If You withdraw your consent, we may not be able to provide certain products or services to You. We will advise You if this is the case at the time You withdraw your consent.

14 Glossary

TERM	EXPLANATION
Personal Data	means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (‘anonymous data’).
“Legitimate interest ”	means the interest of our business in conducting and managing our business to enable us to give You the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on You (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on You (unless we have your consent or are otherwise required or permitted to by law).
“Performance of a contract ”	means processing your personal data where it is necessary for the performance of a contract to which You are a party or to take steps at your request before entering into such a contract.
“Comply with a legal or regulatory obligation ”	means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

 

15. CONTACT US:

15.1 For questions, requests to amend Orders, requests to change Delivery details, requests for refunds and all other queries You may contact Us by:

(a) contacting the store;

(b) calling Our customer services on 01603 801234;

(c) writing to Norfolk Beds Customer Services at the address set out in Clause 1; or

(d) contact us through the Website submission form or email at info@norfolkbeds.co.uk

 

16. POLICY DISPUTES

16.1 All policy disputes regarding these Terms and Condition will need to be put in writing to

the address set out in Clause 1.

Alternatively contact us through the Website submission form or email at info@norfolkbeds.co.uk

We will usually look to respond to all policy disputes within 5 working days.