Terms of Service

Effective Date: 26 June 2026

1. Introduction and acceptance of terms

These Terms of Service ("Terms") govern your access to and use of the services, products, website, quotations, consultations, and related offerings provided by Thornfield Chair Studio ("we", "us", "our").

By placing an order, requesting a quotation, booking a consultation, accepting a proposal, or otherwise engaging our services, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

These Terms apply to all customers, whether acting as consumers or businesses, subject to any mandatory rights you may have under applicable UK law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Sale of Goods Act 1979 where applicable.

2. Scope of services

Thornfield Chair Studio provides chair-related products and services, which may include:

• Custom chair design;
• Office chair supply;
• Chair upholstery and re-covering;
• Chair repair and restoration;
• Ergonomic seating consultation;
• Hospitality chair sourcing; and
• Bulk chair procurement.

Any description of services, samples, images, specifications, dimensions, materials, finishes, lead times, or performance statements are provided in good faith but may vary due to manufacturing tolerances, material availability, supplier changes, or the nature of restoration and bespoke work.

Where services are bespoke or made to order, you acknowledge that final outcomes may differ from initial concepts, sketches, or digital renderings, provided the delivered work is substantially in accordance with the agreed specification.

3. User obligations and responsibilities

You agree to:

• Provide accurate, complete, and current information when placing orders or requesting services;
• Ensure that any measurements, site details, access information, and specifications you provide are correct;
• Obtain any necessary permissions, approvals, or consents required for delivery, installation, or use of the products or services;
• Cooperate reasonably with us, including responding promptly to requests for approvals, clarifications, or decisions;
• Use products in accordance with any care, maintenance, and safety instructions provided;
• Not misuse, alter, or improperly install any product supplied or restored by us;
• Notify us promptly of any defect, damage, or issue upon delivery or completion of services; and
• Comply with all applicable laws and regulations in connection with your use of our services and products.

You are responsible for ensuring that chairs and seating products are suitable for your intended use, environment, and user requirements, including any ergonomic or occupational health considerations. Any ergonomic consultation provided by us is advisory only and does not replace professional medical, occupational health, or workplace compliance advice.

4. Payment terms and conditions

Prices for our services and products will be set out in a quotation, invoice, order confirmation, or other written agreement. Unless otherwise stated, prices are exclusive of VAT and any applicable delivery, installation, storage, or special handling charges.

Unless agreed otherwise in writing:

• A deposit may be required before work begins or materials are ordered;
• Full payment may be required before dispatch, delivery, or completion of bespoke work;
• Invoices are payable by the due date stated on the invoice;
• Late payments may result in suspension of services, delayed delivery, or cancellation of orders; and
• We may charge interest on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 for business customers, and otherwise at the statutory rate or maximum permitted by law.

Where a quotation is based on estimated labour, materials, or supplier costs, we may revise the price if there is a material change in cost, specification, scope, or availability, provided we notify you before proceeding where reasonably practicable.

We reserve the right to refuse or cancel an order if payment is not received, if fraud is suspected, or if we reasonably believe the order cannot be fulfilled on acceptable terms.

5. Cancellation and refund policy

Your cancellation and refund rights depend on the nature of the service or product purchased and whether you are acting as a consumer or a business customer.

Consumer orders:

• For off-the-shelf goods purchased online or at a distance, you may have a 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to statutory exceptions;
• The right to cancel does not generally apply to bespoke, custom-made, personalised, or made-to-order items, including custom chair design and certain upholstery or re-covering services, once production has begun or materials have been cut/ordered for your specification;
• If you cancel a service after work has started at your request, you may be charged for work already carried out, materials purchased, and any non-recoverable costs; and
• Refunds, where due, will be made using the original payment method within a reasonable time after approval of the refund.

Business orders:

• Cancellations are only permitted in accordance with the written agreement or quotation;
• Deposits may be non-refundable where materials have been ordered, work has commenced, or capacity has been reserved;
• Any cancellation charges may include labour, materials, supplier fees, storage, and administrative costs.

Returns and defects:

• You must inspect goods promptly on delivery and notify us of any visible damage, shortage, or defect as soon as reasonably possible;
• If goods are faulty, not as described, or not fit for purpose, your statutory rights remain unaffected;
• Where a repair, replacement, or refund is appropriate, we will act in accordance with applicable UK consumer law.

6. Liability limitations

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

Subject to the above, Thornfield Chair Studio shall not be liable for:

• Losses arising from inaccurate information provided by you;
• Damage caused by misuse, improper installation, neglect, unauthorised modification, or failure to follow care instructions;
• Normal wear and tear, fading, shrinkage, or deterioration of materials over time;
• Delays caused by suppliers, carriers, third parties, or events beyond our reasonable control;
• Indirect, incidental, special, or consequential losses; or
• Loss of profit, loss of business, loss of goodwill, or loss of anticipated savings, except where such limitation is prohibited by law.

For consumer customers, our liability is limited to losses that are foreseeable and directly caused by our breach of these Terms or our negligence, subject to your statutory rights. For business customers, our total aggregate liability arising out of or in connection with any order or service shall, to the fullest extent permitted by law, be limited to the total amount paid or payable for the relevant goods or services giving rise to the claim.

Any advice, including ergonomic or seating recommendations, is provided on the basis of information available at the time and should be independently assessed for suitability in your specific environment.

7. Intellectual property rights

All intellectual property rights in our website, branding, text, images, drawings, designs, concepts, templates, product descriptions, and other materials created or supplied by Thornfield Chair Studio remain our property or the property of our licensors, unless expressly agreed otherwise in writing.

Where we create bespoke chair designs, sketches, renderings, specifications, or concepts for you, ownership and permitted use of those materials will be as set out in the relevant written agreement. Unless otherwise agreed, we retain all underlying design rights, know-how, and pre-existing materials used in the creation of bespoke work.

You must not copy, reproduce, distribute, modify, reverse engineer, or commercially exploit our intellectual property without our prior written consent.

If you provide us with images, logos, artwork, or other materials, you confirm that you have the necessary rights or permissions to use them and to authorise us to use them for the purpose of fulfilling your order.

8. Data protection and privacy

We process personal data in accordance with applicable UK data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

We may collect and use personal data such as your name, contact details, delivery address, payment information, order history, and correspondence for purposes including:

• Providing and managing our services;
• Processing payments and issuing invoices;
• Arranging delivery, installation, or collection;
• Responding to enquiries and customer support requests;
• Maintaining business records and meeting legal obligations; and
• Improving our services and communications.

We will only process personal data where we have a lawful basis to do so. We may share data with trusted third parties such as payment processors, delivery providers, subcontractors, and professional advisers where necessary to perform our services or comply with legal obligations.

For more information about how we handle personal data, please refer to our privacy notice, if provided separately. If there is any inconsistency between these Terms and our privacy notice regarding data handling, the privacy notice will prevail in relation to personal data matters.

9. Force majeure

We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to:

• Fire, flood, storm, or other natural disasters;
• War, terrorism, civil unrest, or industrial action;
• Supply chain disruption, material shortages, or transport delays;
• Power failure, internet outage, or telecommunications disruption;
• Government action, legal restrictions, or regulatory changes; and
• Illness, accident, or unavailability of key personnel where unavoidable.

If a force majeure event occurs, we will use reasonable efforts to mitigate its effects and resume performance as soon as reasonably practicable. Where the event continues for an extended period, either party may be entitled to cancel the affected order on written notice, subject to payment for work already completed and costs already incurred.

10. Changes to terms

We may update or amend these Terms from time to time to reflect changes in our services, legal requirements, or business practices. The updated Terms will take effect from the date stated at the top of the document or on our website, as applicable.

Where changes are material and you have an ongoing order or active service arrangement, we will take reasonable steps to notify you. Continued use of our services after the updated Terms take effect constitutes acceptance of the revised Terms, to the extent permitted by law.

11. Applicable law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or relating to these Terms, except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts where permitted by applicable law.

12. Contact information

If you have any questions about these Terms, your order, or our services, please contact Thornfield Chair Studio using the details below:

• Address: Thornfield Chair Studio, 27 King Street, Improve, Kent, TN24 8QL, UK
• Email: [email protected]
• Phone: +44 20 7946 8372

13. Severability clause

If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy.