Terms of service

All contracts of sale entered into by RWS Home Ltd Ltd (“we”, “us”, “the Company”) are governed by these Terms and Conditions, which take precedence over any other correspondence or documentation exchanged with the buyer (“you”, “the Customer”).

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation.

1. Order Acceptance

Orders placed through our website (rosewoodandstone.com) or any third-party marketplace are subject to our express acceptance. An order is not deemed accepted until we issue a confirmation email acknowledging receipt of cleared payment and confirming estimated delivery. We reserve the right to decline any order prior to issuing that confirmation.

We may be unable to fulfil orders for delivery to certain international destinations or remote areas of the United Kingdom. Where this applies, we will notify you promptly and arrange a full refund without undue delay.

2. Pricing

Products are invoiced at the price displayed at the point of order acceptance. We endeavour to keep published prices accurate and current; however, we reserve the right to amend prices on orders that have not yet been accepted.

Where a product is shown in a lifestyle or styled setting on our website, the price relates solely to the item described and does not include any accessories, plants, or accompanying items shown unless expressly stated.

3. Delivery Charges

Delivery charges apply unless otherwise stated at checkout. We will display the applicable delivery cost before you confirm your order, and the lowest-cost option will be selected by default for your delivery address.

4. Product Specifications and Dimensions

Our outdoor furniture is manufactured to consistent specifications. However, because many items incorporate natural materials such as solid wood, wicker, rattan, or stone, slight variations in colour, grain, and texture are inherent and not considered defects. Suppliers may also update designs, finishes, or materials as part of ongoing product improvement, without prior notice.

All published dimensions are approximate. If you require precise measurements for a specific space, please contact our team before ordering.

Where an ordered item is temporarily unavailable, we may at our discretion supply an equivalent or upgraded product of the same type and dimensions at no additional cost. We will contact you before doing so wherever reasonably practicable.

5. Delivery

(a) Any delivery dates quoted by us are estimates only. While we will use reasonable efforts to dispatch goods within the timescale quoted, we cannot accept liability for losses arising directly or indirectly from delays in delivery howsoever caused, except to the extent that such liability cannot lawfully be excluded.

(b) You should inspect your order carefully on arrival and notify the delivery driver of any visible damage to packaging or goods, recording this on the delivery paperwork (e.g. “packaging damaged”). If you are not present at delivery, please inspect within 48 hours of receipt and report any damage or shortfall to us within that period.

(c) If you unreasonably refuse or fail to accept delivery, or fail to be present at a pre-arranged delivery time, we may charge you any additional costs reasonably incurred as a result. Evidence of such costs will be provided on request.

(d) Where access to the delivery address is restricted or specialist equipment is needed for delivery, supplementary charges may apply. We will notify you of these charges before dispatch where possible.

(e) If goods are returned to us because you failed to accept delivery as described in (c) above, any refund will be reduced by the original outbound delivery cost plus a return carriage charge of £30 per item.

(f) We will provide dispatch confirmation and delivery tracking via email and, where you have supplied a mobile number, by SMS. Once an order has been dispatched, you are responsible for liaising with the courier regarding delivery arrangements.

(g) Our products are packaged to withstand transit. We strongly recommend you unpack with care and retain all packaging until you are satisfied you wish to keep the goods. Outdoor furniture cushions and soft furnishings may show minor creasing from packing; this will settle with normal use once unpacked.

6. Risk and Title

Risk in the goods passes to you on delivery into your physical possession. Title to the goods does not transfer until we have received payment in full and any applicable cancellation period has expired.

Where you have arranged collection using your own courier or agent, risk passes to you once the goods are handed to that courier or agent.

7. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of delivery without giving any reason.

To exercise this right, you must inform us of your decision by writing to RWS Home Ltd, [Registered Address], or by emailing [support email]. It is sufficient for the notice to be sent before the 14-day cancellation period expires.

On receipt of your cancellation notice, we will arrange for the return of the goods. The following conditions apply:

(a) You are responsible for the cost of returning the goods to our warehouse. We will provide the return address on request. Goods must be returned within 14 days of your cancellation notice.

(b) We may reduce your refund to reflect any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning — that is, handling that goes beyond what would be reasonable in a shop. You are responsible for packaging the goods suitably for courier transit, and we strongly recommend retaining the original packaging throughout the cancellation period.

(c) If you selected a premium delivery service, we will reimburse only the cost equivalent to our standard delivery option.

(d) If the goods have already been dispatched and are returned to us because you failed to accept delivery, charges outlined in clause 5(e) will be deducted from any refund.

We will process your refund within 14 days of receiving the returned goods, using the same payment method you used for the original transaction, unless otherwise agreed. No fees will be charged for the refund itself.

8. Guarantees and Faulty Goods

Short-term right to reject (first 30 days): If your goods are faulty, not as described, or not fit for purpose, and you notify us in writing within 30 days of delivery, we will, after having a reasonable opportunity to inspect the goods, offer you a full refund, replacement, or repair at your choice.

Guarantee period (12 months): All goods are covered against defects in materials and workmanship for 12 months from delivery. If a fault develops after the initial 30 days but within this period, we will repair or replace the goods within a reasonable timeframe. If repair or replacement is not possible, we will issue a refund. This does not affect your statutory rights, which may provide additional remedies.

We may request photographs of the fault or arrange for an independent specialist to inspect the goods at your address where this is more practical than a return. We will bear the cost of any such inspection.

This guarantee does not cover damage caused by misuse, accidental damage, failure to follow care instructions, normal wear and tear, or exposure to conditions outside the product’s stated usage guidelines. It also does not cover goods that have been modified or repaired by anyone other than us or our authorised agents.

Our outdoor furniture is designed for garden and patio use. Care and safety instructions are included with every order. Please read and follow these, as failure to do so may affect warranty claims. If you do not receive care instructions, our customer service team will supply them on request.

9. Limitation of Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

Subject to the above, and except where you are dealing as a consumer within the meaning of the Consumer Rights Act 2015, all implied warranties, conditions, or other terms are excluded to the fullest extent permitted by law.

10. Data Protection

We process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Details of how we collect, use, store, and share your data are set out in our Privacy Policy, available on our website.

By placing an order with us, you consent to the processing of your personal data as described in our Privacy Policy for the purposes of fulfilling your order and communicating with you about it.

11. Dispute Resolution

If you have a complaint, please contact our customer service team in the first instance. We will do our best to resolve the matter promptly.

If we are unable to resolve a dispute, you may refer it to a certified Alternative Dispute Resolution (ADR) provider. We will confirm the applicable ADR body at the relevant time. You may also use the Online Dispute Resolution platform provided by the European Commission if applicable, although this is not a substitute for any UK-specific remedies available to you.

12. Governing Law and Jurisdiction

RWS Home Ltd is a company registered in England and Wales. These terms are governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts, save that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

13. General Provisions

(a) If any provision of these terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

(b) Our failure to enforce any right or provision of these terms does not constitute a waiver of that right or provision.

(c) Headings are for convenience only and do not form part of these terms.

(d) Notices may be given in writing by hand delivery, first-class post to the last known address, or email, and shall be deemed received immediately if delivered by hand or email, or 48 hours after posting.

(e) We may record telephone calls for training and quality assurance purposes.

(f) These terms represent the entire agreement between you and RWS Home Ltd in relation to the sale of goods and supersede any prior arrangements, understandings, or agreements.