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Help
 Placing an Order
- Email Confirmations
Payment
- Credit & Debit Cards
Security
- 128 Bit Encryptuion
Returns and other conditions
- Cancellation of Order
- Colour Matching
- Money Back Guarantee
- Our Refunds Policy
- Non Delivery due to customers Unavailability
- Product Specificion
- Damaged goods
Privacy Policy
- What is our Privacy Policy
Registered Office
- What is our address
Delivery
- How do i receive delivery
Referral Loyalty Reward Scheme
- Terms and Conditions
Placing an Order
Email Confirmations
Once you have placed your order, we will send you a confirmation email to the email you have provided.
Please ensure you check the confirmation and inform us of any errors within 7 days.
If you have found there is an error please email purchasing@wimbledonpine.co.uk with your name, order number, the error and the rectification required.
Once the 7 days has expired, all orders will be deemed correct.
This does not effect your statutory rights.
Payment
Credit & Debit Cards
We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, Switch, Maestro, Solo for orders.
If you are paying for your order using a credit or debit card you will be asked to enter your card details as part of the ordering process, and you will find further instructions when you process your first order.
Your details will be kept safe and secure and will be covered by our security guarantee.
Your order will be processed once we have received payment.
Security
128 Bit Encryptuion
True BusinessID™ from GeoTrust® is the ultimate online security and trust solution delivering both 128-bit SSL security and the True Site™ trust mark providing third-party website identity validation.
Sites secured with GeoTrust's True BusinessID are utilizing the highest level of encryption or security possible. This means you can rest assured that communications (e.g. credit card numbers) between your browser and this site's web servers are private and secure when the SSL session is activated.
True Site is subject to the Relying Party Agreement.
View our CPS for important information regarding this certificate.
Please visit GeoTrust for more information about Internet trust services.
Returns and other conditions
Cancellation of Order
Cancellations of orders that have not yet been despatched on the following basis:
Standard Items will be refunded in full subject to a handling fee of 35%. Special Finish Items are subject to a 50% handling fee which will be deducted from your refund.
Once your items have been despatched we will deduct our transport costs incurred from your refund. Any Special Finish items will also be subject to a 75% handling fee in addition to deductions for transport costs. The transport costs that we will deduct amount to £150 per order, for 1-3 items, plus a further £60 per extra item. We will advise you on placement of your order the approximate leadtime for arrival of your items into our depot, however you can check with us to see if your item has been despatched.
The Pine Factory reserves the right to send part orders. We do not sell sets.
All dimensions are approximate and subject to changes without notice.
We will only accept cancellations submitted on our Returns and Refunds request form, which can either be submitted via our website, or downloaded and emailed or posted to us. We cannot arrange returns or refunds by telephone.
The period of notice for cancellation is the same as the period of lead time we quote for delivery of that item. If an order has more than one item, the period of cancellation required is that of the item with the longest lead time. These lead times can be seen on each individual item on our web site.
The Pine Factory reserves the right to cancel any order without warning for a full refund.
Colour Matching
Colour matching to other furniture or other samples is an impossible task,and one that we do not undertake. This is because colours can vary enormously with the particular wood,pine beech or oak, the humidity, the grain & numerous other factors. Also colours will generally fade with time if kept in a light environment, or darken if kept in a dark environmen.
Money Back Guarantee
Under the Distance Selling Regulations 2000, you have a right to cancel your order for any item purchased on this website for a full refund. You are entitled to a seven working day "cooling off" period from the date AFTER YOU RECEIVE YOUR GOODS-NOT BEFORE RECEIPT. This only applies to our Standard Finish Items. Special Finish Items returned to us will have a 75% handling fee appplied to the refund. Please also note that matresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned; if you wish to test the mattress please ensure you keep it wrapped until you are sure you want to keep it.
To cancel you must submit a Refunds and Returns request form either via our website, or this can be posted to us or sent by fax on 020 8949 6177 (see "Refunds and Returns" section below for details) within seven days of delivery of your item(s), quoting your order number. We cannot arrange returns by telephone. You must take reasonable care of the item(s) and must not use them if item(s) are to be returned to The Pine Factory, and return items in their original packaging. You as the customer will be expected to arrange and pay for the transport of goods back to The Pine Factory. We reserve the right to charge a transport fee for any items refused on delivery (with exception of damaged items). This transport fee will be £150 total for 1-3 items, plus £60 per extra item above this. Once the goods have arrived back to The Pine Factory we can issue a full refund by cheque only, providing the goods are in the same condition in which they were sent. Refunds may take up to 30 days to process and are by cheque only. PLEASE NOTE: OUR PRICES MAY BE SUBJECT TO CHANGE AND WE UPDATE THIS WEBSITE ON A DAILY BASIS.
If you have an Internet order query, please Email us or call us on 020 8336 6100.
(For security and training purposes, telephone calls to and from Customer Service Centres may be recorded or monitored).
Our Refunds Policy
Our refunds policy does not affect your statutory rights. Refunds may take up to 30 days to process. All refunds are paid by cheque.
Definition of terms used:
Special Finish Item: These are items that are personalised and finished to your specification, such as in choice of colour, finish, or size. These items are all of those on our website where you must specify a choice of colour / finish prior to ordering.
Standard Items: These are all our ranges where only one standard finish is available. When ordering these items you will not have to specify a colour/ finish.
Refunds and Returns
Please print out the form and post it to us: Download the form here
Or email it to ailsa@wimbledonpine.co.uk as an attachment.
Please note only refund forms should be sent to this email address; please see the Contact Us page for all other queries.
Non Delivery due to customers Unavailability
After we or our carriers have made reasonable attempts to delivery your furniture, we reserve the right to charge you any extra delivery costs incurred by us.
Product Specificion
all measurements are approximate, and we reserve the right to alter specifications, packaging, & materials inline with how our suppliers supply the goods to us. we also reserve the right to supply furniture in a flat or disassemled form ( eg beds, tables, & wardrbes ) to ease the delivery process. Due to the nature of imported goods, specifications and images may vary as well as possible discontinuations. The Pine Factory reserves the right to provide the most current design of the goods or reasonable alternative, to the consumer without breaching contract
Damaged goods
When goods are delivered, please check carefully on arrival that the goods are in good condition. If the goods are in good condition, please sign "received in good condition" accordingly. Our drivers are authorised to wait while you inspect the goods. If however, there are any signs of damage, please CLEARLY mark the delivery note accordingly. If this is not done correctly, it can affect the claim with our carriers. If your goods have unfortunately been damaged in transit, as well as noting this on the delivery note, we require that you complete our online Returns form. At this stage we reserve the right to offer a part refund for the damage, or to repair the item, or to replace the damaged item with a good one, or to issue a refund for the item. Please see the "Delivery" section below for further information. To help us process any damage claim we require that you send us a digital photograph of the damage.
Privacy Policy
What is our Privacy Policy
The Pine Factory is committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes:
your name
address
phone number
email address
credit/debit card details
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should contact us at info@wimbledonpine.co.uk
Registered Office
What is our address
John Hancock T/A The Pine Factory, 7 The triangle, New Malden, Surrey KT1 3RU VAT NO.821 0702 78
Delivery
How do i receive delivery
The delivery driver will require a signature to say that the goods have been received in good condition. In the unlikely event that the goods are damaged, we request you write details on the delivery note. The driver will wait if necessary while you unwrap and inspect any packaged goods. Please note all deliveries must be signed for as either in Good Condition or Damaged – there is no option to sign for goods unchecked.
Referral Loyalty Reward Scheme
Terms and Conditions
The order must be placed over the telephone, any facsimile or emails will not be accepted. Likewise, any web order placed, other than by a member of staff as a result of a referral telephone, call will not be accepted.
To take advantage of this loyalty reward scheme, when you forward on the email you must ensure REFER is placed clearly in the email subject title box, and each referral is cc: to info@wimbledonpine.co.uk
When telephoning through your order, you must provide the email address of the person who referred you, so that we can identify that the email address belongs to an existing customer.
Commission will be paid on conclusion of the order. Conclusion means when delivery has taken place and the goods have been accepted.
There is no minimum amount or maximum number of times you can claim your commission. Employees and their relatives are excluded from this scheme.
Please note: If you fail to meet any of the above criteria, then you will not be eligible to claim back commission under the Referral Loyalty Reward Scheme.
This is a trial scheme and is only valid until the 12th January 2010.
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