Purchase, Delivery, Cancellation & Returns Policy
Alhafez Furniture is the trading name of ALHAFEZ-UK LTD, company number 14726420. These terms do not limit your statutory consumer rights.
1. Orders and assembly
Please check the model, colour, dimensions and access requirements before ordering. Assembly charges are separate from the product price and are agreed when you place your order. Delivery and assembly dates will be confirmed with you.
Delivery & Assembly
Delivery is free within Liverpool on all orders. Outside Liverpool, delivery is free on orders over £1,000. For orders below £1,000, delivery is £100 for locations less than 50 miles from our showroom at 11 Sherborne Square, Liverpool L36 9UR, or £200 for locations 50 miles or more away. Assembly is charged separately and the fee is agreed when ordering.
2. Inspection at delivery
Please inspect the goods with our delivery team where reasonably possible. Check the packaging and visible surfaces, and record any visible damage, missing parts or incorrect items on the delivery note. Photographs help us resolve issues. Please contact us promptly if a fault becomes apparent later. Signing a delivery note or not noticing a fault at delivery does not remove your statutory rights.
3. Damage and faulty parts
Please send your order number, a description of the issue and clear photographs to Alhafez.uk@gmail.com or WhatsApp 07775383713. We will assess the issue and arrange an appropriate remedy.
Where replacement is the appropriate agreed remedy, we normally replace the affected component rather than the complete furniture set. For an available replacement part, our target is 2–4 weeks after the issue and remedy are confirmed. If it is unavailable, we will explain the expected lead time and agree the next step with you. We will not require you to wait indefinitely; remedies must be provided within a reasonable time and without significant inconvenience. Statutory rights to reject, refund, repair or replacement remain unaffected.
A small cosmetic mark may be suitable for an agreed touch-up or repair following assessment. We do not automatically treat every mark as normal or exclude a remedy because a defect is small.
We are not responsible for damage caused by a customer’s misuse, handling or installation, or by an independent installer or carrier appointed by the customer. This does not exclude responsibility for faults already present or damage caused by us, our installers or a carrier we arrange.
4. Online and telephone cancellation
For eligible non-bespoke goods ordered online or by telephone, you can notify us of cancellation within 14 days after delivery and return them within a further 14 days. Contact us using the details below. Sale and discounted goods retain the same statutory rights.
You may open packaging and inspect the goods as reasonably necessary. Opening packaging alone does not remove cancellation rights. Please stop using goods you intend to return and protect them for transport. A deduction may apply for diminished value caused by handling, use or assembly beyond what is necessary to inspect the goods, where the law permits.
5. Bespoke and in-store orders
Goods genuinely made to your specifications or clearly personalised are generally excluded from the distance-sale change-of-mind cancellation right. This does not affect rights where goods are faulty or not as described. Please request any cancellation promptly. Any discretionary cancellation and reasonable, evidenced costs will be agreed in writing. For non-faulty purchases agreed in store, change-of-mind returns or exchanges are at our discretion.
6. Return transport and refunds
For a change-of-mind return, the customer pays the direct return transport cost where this was disclosed before purchase. Furniture collection costs must be quoted and agreed before ordering; contact us for the applicable collection estimate. Free outward delivery does not mean free return collection. We do not impose a retrospective outward-delivery fee or an automatic restocking fee when a statutory cancellation right is exercised.
For a valid faulty-goods remedy, we cover reasonable return or collection costs as required by law. Statutory refunds include the basic outward delivery charge where applicable, and are made to the original payment method within the legally applicable period. For an eligible distance cancellation, we may withhold the refund until the goods are received or you provide evidence of return, whichever is earlier.
7. Contact
ALHAFEZ-UK LTD (Alhafez Furniture)
11 Sherborne Square, Huyton, Liverpool L36 9UR
Email: Alhafez.uk@gmail.com
Telephone: 07775383713
WhatsApp: Message us