General Terms & Conditions
Milners – Customer General Terms & Conditions of Sale
These Terms apply to all in-store retail purchases, online purchases, bespoke interiors orders, made‑to‑measure products, surveys, delivery and installation services.
1. Definitions
1.1 “Milners” means C. Milner & Sons Ltd.
1.2 “Customer” means the individual or organisation purchasing Goods or Services.
1.3 “Goods” means all flooring, furnishings, fabrics, carpets, accessories and any other items supplied by Milners.
1.4 “Services” means design advice, surveys, measuring, delivery, installation and related professional services.
1.5 “Order Confirmation” means the written confirmation issued by Milners, which prevails over any prior representation.
1.6 “Bespoke Goods” means items made, cut, manufactured or customised for the Customer.
1.7 “Made-to-Measure Goods” means Goods manufactured or altered to measurements supplied by or agreed with the Customer.
1.8 “Special-Order Items” means non-stock items sourced specifically for the Customer.
1.9 “Site” means the location where Goods are delivered or Services are carried out.
1.10 “Visible Defects” means defects apparent upon reasonable inspection at delivery or installation.
1.11 “Resaleable Condition” means unused, undamaged, unmarked, odour-free, and in original packaging with all accessories and labels.
1.12 “Customer-Supplied Materials” means any goods or materials provided by the Customer for Milners to use.
1.13 “Business Days” means Monday to Saturday, excluding bank holidays.
1.14 “Faulty Goods” means Goods that do not conform to their description, are not of satisfactory quality, or are unfit for their intended purpose as defined under the Consumer Rights Act 2015. Faults include manufacturing defects but exclude fair wear and tear, damage caused by misuse, inherent characteristics of natural materials, or variations described as non-faults within these Terms.
1.15 “Variations” means Any change, amendment or addition to the agreed Goods, Services, specifications, measurements, materials, quantities or installation details, whether requested by the Customer or required due to site conditions. Variations are binding only when confirmed in writing.
1.16 “Website” means Website means www.milners.com or any digital sales or communication platform operated by Milners.
2. Quotations & Orders
2.1 Quotations are valid for 7 days unless stated otherwise.
2.2 Quotations include only the items listed; anything not listed is excluded.
2.3 A contract forms when the Customer accepts the quotation and Milners issues an Order Confirmation.
2.4 Bespoke, Made‑to‑Measure and Special‑Order Items require written acceptance and written approval for variations.
2.5 In‑store retail purchases form a contract at the point of payment.
2.6 Online orders form when Milners issues a written Order Confirmation; automated emails do not constitute acceptance.
2.7 Extra work required due to hidden or unforeseen conditions will be quoted and charged separately.
2.8 Variations are binding only if agreed in writing.
2.9 Pre‑contractual statements do not form part of the contract unless included in the Order Confirmation.
2.10 Milners supplies Goods and Services only within the UK unless otherwise agreed in writing.
2.11 The Customer must check the Order Confirmation and notify Milners of errors within 24 hours.
3. Pricing, Payments, Title & Interest
3.1 Bespoke and Made‑to‑Measure Goods require a 50% non‑refundable deposit before the order can be processed.
3.2 In‑store purchases must be paid in full at the point of sale.
3.3 Online orders require full payment at checkout unless stated otherwise.
3.4 Special‑Order Items may incur supplier restocking fees if returned.
3.5 Interim payments may be required for multi‑stage projects.
3.6 Late payments accrue interest at 4% above the Bank of England base rate.
3.7 Removal and disposal of existing materials is not included unless specified.
3.8 Prices may change if the Customer requests variations after Order Confirmation.
3.9 Retention of Title: Title passes only upon full payment. Risk passes under Section 11.
3.10 Abandoned Goods: Goods not accepted within 90 days of notification may be treated as abandoned; storage/disposal costs may apply.
3.11 Milners may cancel orders containing an obvious pricing error.
3.12 Reasonable access is assumed; additional charges apply for restricted access.
4. Retail Purchases (In‑Store)
4.1 Standard off‑the‑shelf items may be returned within 30 days in Resaleable Condition.
4.2 Special‑Order Items may be returned only if the supplier agrees; restocking fees apply.
4.3 Faulty Goods are handled under the Consumer Rights Act 2015.
4.4 Non‑faulty in‑store returns are offered as goodwill only and in the form of a credit note that can be spent in store.
5. Online Purchases (Distance Selling)
5.1 Customers may cancel non‑bespoke online purchases within 14 days.
5.2 Returned Goods must be in Resaleable Condition.
5.3 Return postage is paid by the Customer unless Goods are faulty.
5.4 Milners may deduct for handling beyond reasonable inspection.
5.5 Refunds are issued within 14 days of receiving the Goods or proof of return.
5.6 Bespoke, Made‑to‑Measure and Special‑Order Items cannot be cancelled once production begins.
5.7 All online orders are subject to availability; Milners may cancel if items become unavailable.
5.8 Substitutions may be offered; Customers may decline for a full refund.
5.9 Website use is governed by separate Website Terms of Use and Privacy Policy.
6. Bespoke, Made‑to‑Measure & Special‑Order Goods
6.1 These Goods are non‑cancellable once production begins.
6.2 Cancellation after production begins results in loss of deposit and potentially further charges.
6.3 Natural variations in colour, shading and texture are not defects.
6.4 Fabric characteristics which are not faults include: shade variation, slubs, weave variation, nap direction, shrinkage (3–5%), creasing.
6.5 Carpet characteristics which are not faults include: shading, pile reversal, shedding, batch variation, pressure marks.
6.6 Offcuts or surplus materials remain Milners’ property unless requested by the Customer in writing prior to the work.
7. Customer‑Supplied Materials
7.1 Milners accepts no responsibility for suitability, quality or performance of Customer‑Supplied Materials.
7.2 Customer must ensure materials comply with fire regulations where applicable and are suitable for intended use.
7.3 Milners is not liable for issues caused by inherent faults or weaknesses.
7.4 Milners may refuse unsuitable or unsafe materials.
7.5 Additional labour or remedial work caused by Customer‑Supplied Materials is chargeable.
7.6 Risk in Customer‑Supplied Materials remains with the Customer.
8. Fire Regulations Compliance
8.1 Customer must inform Milners in writing if Goods must meet any fire regulations.
8.2 Milners will not infer fire requirements without written notice.
8.3 Customer must confirm the required standard and approve additional costs/time for FR treatment.
8.4 Milners accepts no liability for non‑compliance where notice was not provided.
8.5 FR treatment may alter appearance or performance of fabrics and Milners can take no responsibility for these changes..
9. Interiors Studio Orders
9.1 Design advice is guidance only and not structural, architectural or engineering advice.
9.2 Variations between samples and delivered Goods may occur. Milners recommend that customers always request batch samples for them to approval.
9.3 Lead times are estimates only.
9.4 Customers providing measurements accept responsibility for accuracy.
9.5 All design work remains Milners’ intellectual property.
10. Surveys, Access & Site Conditions
10.1 Surveys cover visible and accessible areas only.
10.2 Customer must ensure rooms are clear, safe and accessible. Customers are responsible for all personal items and Milners can accept no responsibility for any items that are damaged or go missing.
10.3 Additional work due to hidden conditions may incurs extra charges.
10.4 Milners may refuse work where conditions are unsafe or unsanitary.
10.5 Milners does not move heavy furniture unless agreed; movement is at Customer risk.
10.6 Customer must ensure subfloors are clean, dry, level and structurally sound.
10.7 Customer must identify underfloor pipes, cables or heating systems; Milners is not liable where location is not disclosed in writing.
10.8 Milners is not liable for pre‑existing damage.
10.9 Milners is not liable for damage caused by third‑party trades.
10.10 Measurements taken by Milners are subject to ±5mm tolerance unless stated otherwise.
11. Delivery & Installation
11.1 Delivery and installation dates are estimates only.
11.2 Milners is not liable for supplier delays or external factors.
11.3 Milners is not liable for delays caused by third‑party contractors.
11.4 Customer must provide suitable access.
11.5 Customer delays over 14 days may incur storage or re‑visit fees.
11.6 Risk passes to the Customer upon delivery or receipt by an authorised person.
11.7 Door trimming is not included unless specified.
11.8 Milners is not liable for incidental damage where access is restricted and the Customer instructs Milners to proceed.
11.9 Milners will make every attempt to provide secure fixings and use the most appropriate fixings for the materials being fixed into but cannot be held responsible for the structural integrity of fixings especially when fixed into dry walls where not timber noggins are present.
12. Defects, Snagging & Warranties
12.1 Visible Defects must be reported within 48 hours.
12.2 Photographic evidence may be required.
12.3 Milners will remedy verified workmanship or material defects within a reasonable time.
12.4 Manufacturer warranties apply where provided.
12.5 Acceptance is deemed unless issues are reported within 48 hours.
12.6 Statutory rights for latent defects remain unaffected.
12.7 A 12‑month workmanship guarantee applies to installation workmanship only and excludes fair wear and tear, misuse, lack of maintenance, environmental factors, and damage caused by third parties.
13. Liability
13.1 Milners’ total liability, whether in contract, tort or otherwise, shall not exceed the price paid for the Goods or Services, except where prohibited by law.
13.2 Milners is not liable for indirect, consequential or economic loss, including loss of profit, business interruption or loss of data.
13.3 Milners is not liable for loss or damage caused by Customer instructions, unsuitable Site conditions, Customer-Supplied Materials or actions/omissions of third‑party contractors.
13.4 Nothing excludes or limits liability for death or personal injury caused by negligence, or any other liability that cannot legally be limited.
14. Cancellation Rights
14.1 In‑store non‑bespoke items may be returned under Section 4.
14.2 Online non‑bespoke items may be cancelled within 14 days under Section 5.
14.3 Special‑Order Items may incur restocking fees if cancelled or returned.
14.4 Bespoke and Made‑to‑Measure Goods cannot be cancelled once production begins.
14.5 Installation cancellations with less than 7 days’ notice may incur charges for labour, materials or re‑scheduled attendance.
14.6 These terms do not affect the Customer’s statutory rights.
15. Customer Responsibilities
15.1 Provide accurate information, measurements and instructions.
15.2 Ensure Site access, readiness and safe working conditions.
15.3 Ensure pets, children and vulnerable persons are supervised during installation.
15.4 Notify Milners of hazards, risks or Site features that may affect work.
15.5 Ensure other contractors do not impede or interfere with Milners’ work.
16. Complaints
16.1 Complaints will be acknowledged within 5 Business Days.
16.2 Milners aims to resolve complaints within 14 Business Days, or will advise if additional time is required.
17. Governing Law
17.1 These Terms are governed by the laws of England and Wales.
17.2 Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
18. Force Majeure
18.1 Milners is not liable for delay or failure caused by events beyond reasonable control, including but not limited to extreme weather, industrial action, supplier failure, transport disruption, fire, flood, or government restrictions.
18.2 Milners will notify the Customer of any such event and take reasonable steps to minimise disruption.
19. Severability
19.1 If any provision of these Terms is found invalid or unenforceable, the remaining provisions shall remain in full force and effect.
20. Entire Agreement
20.1 These Terms, together with the Order Confirmation, constitute the entire agreement between Milners and the Customer and supersede any prior discussions, representations or agreements.
20.2 No amendment is valid unless in writing and agreed by Milners.
21. Assignment
21.1 Milners may assign or subcontract its rights and obligations where necessary.
21.2 The Customer may not assign the contract without Milners’ written consent.
22. Third Party Rights
22.1 No person other than Milners or the Customer has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any part of these Terms.
23. Notices
23.1 Notices must be in writing and sent to the address or email stated on the Order Confirmation.
23.2 Notices take effect upon receipt or, if sent by email, when sent unless an undeliverable message is received.
24. Modification of Terms
24.1 Milners may amend these Terms from time to time. Any changes will apply to future orders only. The Terms in force at the time of the Customer’s Order Confirmation shall apply to that contract. Milners will publish the current version on its website. No amendment is valid unless in writing and expressly agreed by Milners.
25. Intellectual Property/Trademarks
25.1 All intellectual property rights in Milners’ designs, drawings, plans, images, text, website content, branding, trademarks and any other materials produced by Milners remain the property of C. Milner & Sons Ltd. No part may be reproduced, shared or used for commercial purposes without prior written consent. Purchase of Goods or Services does not transfer any intellectual property rights to the Customer.
25.2 “Milners” and related branding are trademarks of C. Milner & Sons Ltd. No licence to use these trademarks is granted under these Terms.