Terms & Conditions

Last updated: 12/02/26
Website: www.roseandgrey.co.uk

Welcome to www.roseandgrey.co.uk (the “Site”). This Site is owned and operated by R & G Shop Ltd (“Rose & Grey”, “we”, “us” or “our”).

By using our Site and/or placing an order, you agree to be legally bound by these Terms & Conditions. If you do not agree, you must not use the Site.

We recommend you save or print a copy for future reference.

1. ABOUT US

Rose & Grey is a trading name of R & G Shop Ltd, registered in England and Wales.
Company number: 15668467
Address: Unit 4 Atlas Point, Atlantic Street, Altrincham, WA14 5DA
Email: info@roseandgrey.co.uk

2. DEFINITIONS

In these Terms:

  • “Goods” means any products offered for sale on our Site.

  • “Order” means your order for Goods submitted through our Site.

  • “Made to Order” means Goods manufactured or produced specifically for you, including Made to Order sofas and upholstered furniture.

  • “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

  • “Working Day” means Monday to Friday, excluding UK bank holidays.

3. USING OUR WEBSITE

You agree not to misuse our Site. You must not:

  • attempt to gain unauthorised access to our systems,

  • upload malicious code,

  • use the Site for fraudulent activity,

  • submit abusive, unlawful or offensive content.

We reserve the right to restrict access to the Site where misuse is suspected.

4. ELIGIBILITY TO ORDER

To place an order you must:

  • be at least 18 years old, and

  • provide accurate and complete details.

5. BUSINESS CUSTOMERS

If you purchase Goods in the course of business, different rights may apply. Our Goods are sold primarily for domestic use and we do not accept liability for business losses such as loss of profit, loss of revenue or business interruption.

6. ORDERS & CONTRACT FORMATION

When you place an Order, you are making an offer to purchase Goods.

Your Order is only accepted once we send you an email confirming your Goods have been dispatched. At this point, a legally binding contract is formed.

We reserve the right to refuse or cancel an Order prior to dispatch, including (but not limited to) where:

  • the Goods are unavailable,

  • pricing errors occur,

  • payment is not authorised,

  • we suspect fraudulent activity.

If we cancel an Order, you will receive a full refund.

7. PRICING & PAYMENT

All prices shown on our Site are in GBP (£) and include VAT where applicable.

Delivery charges are displayed on the product page and/or at checkout.

We reserve the right to amend pricing at any time. If an obvious pricing error is identified after you place an Order, we will contact you and offer you the option to proceed at the correct price or cancel for a full refund.

Payment must be made using the payment methods available at checkout.

8. DISCOUNT CODES & PROMOTIONS

Discount codes:

  • may not be used in conjunction with other offers unless stated,

  • may exclude sale items unless stated,

  • are non-transferable and not redeemable for cash.

We reserve the right to withdraw promotional offers at any time.

9. DELIVERY

9.1 Delivery Services & Charges

Each item has its own delivery options and estimated delivery timeframes shown on the product page. Delivery charges are shown at checkout.

Further delivery information, including current delivery charges, timeframes and exclusions, is available on our Delivery, Returns & Refunds page, which forms part of these Terms.

9.2 Delivery Times

Delivery timeframes provided are estimates only. Delays may occur due to factors outside our control, including courier delays, supplier delays or production times.

9.3 Large Furniture Deliveries

Some furniture items are delivered via a one or two-person courier team. Where applicable, the courier will contact you to arrange a mutually convenient delivery date.

You are responsible for ensuring the Goods can be delivered into your property, including checking access restrictions (doorways, staircases, lifts and parking).

9.4 Failed Deliveries & Re-delivery Charges

If you fail to take receipt of a booked one or two-person delivery, or fail to cancel within 48 hours of the scheduled delivery date, a re-delivery charge may apply (currently £45).

10. INSPECTION ON DELIVERY & DAMAGE

You should inspect your Goods as soon as reasonably possible after delivery.

If Goods arrive visibly damaged, you should notify the courier where possible and contact us immediately.

If you discover damage after delivery, you must contact us as soon as possible and provide photographs so we can investigate and resolve the issue.

This does not affect your statutory rights.

11. RETURNS & REFUNDS (CONSUMER RIGHTS)

11.1 Statutory Right to Cancel (Consumer Contracts Regulations)

If you are a Consumer, you have the legal right to cancel your Order within 14 days of receiving your Goods.

To exercise your right to cancel, you must notify us in writing by emailing info@roseandgrey.co.uk.

You then have a further 14 days to return the Goods.

11.2 Condition of Returned Goods

Returned Goods must be unused, in original packaging and in resaleable condition.

If Goods are returned damaged, incomplete or used beyond what is necessary to inspect them, we may reduce your refund accordingly.

11.3 Return Costs

Unless the Goods are faulty or incorrect, you are responsible for the cost of returning the Goods.

Return charges vary depending on the size and delivery method of the Goods. We may offer prepaid labels or collection services, and any costs may be deducted from your refund.

Full details are available on our Delivery, Returns & Refunds page.

11.4 Refund Timing

Refunds will be issued to the original payment method within 14 days of receiving the returned Goods (or proof of return, whichever is earlier).

12. OUR EXTENDED 28-DAY RETURNS POLICY

In addition to your statutory rights, we offer a voluntary 28-day returns policy on most items.

To use this policy:

  • you must notify us within 28 days of delivery,

  • items must be unused, in original packaging and resaleable condition,

  • return charges may apply.

This 28-day policy does not apply to Made to Order items (see Section 13).

Full details are set out on our Delivery, Returns & Refunds page.

13. MADE TO ORDER FURNITURE (CANCELLATIONS & RETURNS)

Made to Order Goods are produced specifically for you and may not be eligible for standard returns.

13.1 Cancellation Window

For Made to Order furniture items, you may request cancellation within 14 days of placing your Order.

After 14 days, we reserve the right to charge a cancellation fee of up to 20% of the total order value to reflect costs incurred.

13.2 Returns

If you request cancellation or return of a Made to Order item after the 14-day period, we may retain up to 20% of the order value as a restocking or cancellation fee.

Furniture made using a customer’s own fabric or material cannot be cancelled or refunded once ordered and the full price will remain payable.

This does not affect your statutory rights where the Goods are faulty.

14. FAULTY, DAMAGED OR INCORRECT GOODS

If your Goods are faulty, damaged or incorrect, please contact us as soon as possible.

Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement or refund depending on the circumstances.

Where appropriate, we will arrange collection or return at no cost to you.

15. PRODUCT DESCRIPTIONS & IMAGES

We take care to ensure product descriptions and imagery are accurate. However:

  • colours may vary depending on screen settings,

  • natural materials may vary in grain, texture and tone,

  • handmade products may contain minor variations.

These variations are not considered faults.

16. INTELLECTUAL PROPERTY

All content on this Site (including text, images, branding, design, logos and layout) is owned by or licensed to Rose & Grey.

You may not copy, reproduce, distribute or use any content without our written permission.

17. THIRD PARTY LINKS

Our Site may include links to third-party websites. We do not control those websites and are not responsible for their content or policies.

18. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits our liability for:

  • death or personal injury caused by negligence,

  • fraud or fraudulent misrepresentation,

  • any liability that cannot legally be excluded.

To the maximum extent permitted by law, we are not liable for indirect or consequential losses, including loss of profit, loss of revenue or loss of business opportunity.

Our total liability for any claim relating to Goods purchased from us shall not exceed the total amount paid by you for the Goods.

19. GUARANTEES

19.1 Made to Order Sofa Frame & Springs Guarantee

All Made to Order sofas supplied by Rose & Grey include a 25-year guarantee on the frame and springs only.

19.2 Fabric Guarantee

Fabric and upholstery coverings are covered by a 2-year guarantee.

19.3 Guarantee Conditions

Guarantees apply to manufacturing faults only and do not cover:

  • normal wear and tear,

  • accidental damage, misuse or neglect,

  • damage caused by cleaning products or improper care,

  • commercial use,

  • modifications or repairs carried out by third parties.

Proof of purchase is required.

20. WEBSITE AVAILABILITY

We do not guarantee that our Site will always be available or uninterrupted. We may suspend access for maintenance or technical reasons.

21. PRIVACY

Your use of the Site is also governed by our Privacy Policy.

22. CHANGES TO THESE TERMS

We may update these Terms & Conditions at any time. Changes apply from the date they are published on the Site.

23. GOVERNING LAW

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

24. CONTACT

If you have any questions, please contact us:

📧 info@roseandgrey.co.uk
📍 Unit 4 Atlas Point, Atlantic Street, Altrincham, WA14 5DA

KLARNA PAYMENTS

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer payment options including:

  • Pay later in 3

Your personal data is handled in accordance with applicable data protection law and Klarna’s privacy policy.