Terms of service
TERMS OF SERVICE
OVERVIEW
This website is operated by Incanto Natura, a trading name of SIA Northwood Commerce.
Throughout the site, the terms “we”, “us” and “our” refer to Incanto Natura / SIA Northwood Commerce.
These Terms of Service govern your use of our website and the purchase of products from us. By using our website or placing an order, you agree to these Terms of Service.
Nothing in these Terms affects your statutory rights as a consumer under applicable UK consumer law.
1. OUR PRODUCTS
We make reasonable efforts to ensure that product descriptions, dimensions, images, colours and other information displayed on our website are accurate.
Natural materials such as wood, stone and other natural materials may vary in colour, grain, pattern, texture and appearance. These natural variations are part of the character of the material and are not necessarily defects.
Colours may also appear differently depending on your screen, device, lighting and other conditions.
Please check product dimensions and specifications carefully before placing an order.
2. ORDERS
When you place an order, you are making an offer to purchase the products in your order.
After receiving your order, we may send you an acknowledgement confirming that we have received it. This does not necessarily mean that your order has been accepted.
A contract is formed when we confirm acceptance of your order.
All orders are subject to product and material availability.
You are responsible for checking that the product, dimensions, finish, quantity, delivery details and other order information are correct and suitable for your requirements before placing an order.
We reserve the right to refuse or cancel an order where reasonably necessary, including where a product is unavailable, there is an obvious pricing or description error, or we are unable to deliver to the address provided.
If we cancel an order after payment has been received, we will refund the relevant amount.
3. PRICES AND PAYMENT
Prices are displayed in GBP unless otherwise stated.
The total price payable, including applicable delivery charges and any applicable taxes, will be shown before you complete your order.
Payment must be made using one of the payment methods available at checkout.
4. DELIVERY
We deliver to the locations described in our Delivery Information.
Delivery charges depend on the delivery postcode and location and will be communicated before the order is completed.
Estimated delivery times vary depending on whether the furniture is in stock or made to order.
Furniture currently in stock is usually delivered within up to one month. Made-to-order furniture may take approximately 1–3 months depending on the item and production time.
Any delivery timeframe longer than the standard statutory period will be agreed with you as part of your order.
We will contact you to arrange delivery when your order is ready.
We are not responsible for delays caused by circumstances outside our reasonable control. If a significant delay occurs, we will contact you and your statutory rights will remain unaffected.
Please inspect the furniture and packaging as soon as reasonably possible after delivery. If there is visible damage to the packaging or furniture, please inform us as soon as possible and provide photographs where appropriate.
5. DELIVERY ACCESS
You are responsible for ensuring that the furniture can reasonably be delivered to the intended location.
Please check doorways, staircases, lifts, corridors and other access points before ordering.
If your property has unusual or difficult access, please contact us before placing your order so that delivery arrangements can be discussed.
Please inform us in advance of any circumstances that may affect delivery, including restricted access, upper-floor delivery, narrow entrances, staircases or lifts that may not accommodate the furniture.
If delivery cannot reasonably be completed because adequate access was not available or relevant access restrictions were not disclosed in advance, additional delivery or re-delivery costs may apply.
6. CANCELLATIONS, RETURNS AND REFUNDS
Your cancellation and return rights are also described in our Returns & Refunds Policy.
For eligible online purchases, consumers generally have the right to notify us of cancellation within 14 days after receiving the goods and then return the goods within a further 14 days.
Certain goods made to a customer's individual specifications or clearly personalised may be excluded from the statutory cancellation right.
Where a return is requested for reasons other than damage or defect, including where the customer no longer wants the item or does not like the colour or design, a collection charge equal to double the original delivery fee will apply.
This collection charge does not apply where the goods are faulty, damaged, not as described or otherwise do not conform to the contract. In such cases, Incanto Natura will bear the reasonable cost of return or collection in accordance with applicable consumer law.
Nothing in this section affects your statutory consumer rights.
7. CUSTOM AND MADE-TO-ORDER FURNITURE
Some products may be manufactured after an order is placed.
Where a product is genuinely made to your individual specifications or clearly personalised, we will make this clear before you place the order.
Products manufactured after ordering but based only on our standard options are not automatically treated as personalised or bespoke goods for the purposes of your statutory cancellation rights.
Once production of genuinely customised or personalised furniture has begun, changes to the customer's specifications may not be possible or may result in additional costs and/or a longer production time.
Nothing in this section affects your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
8. DAMAGED OR FAULTY GOODS
Goods supplied by us must be as described, of satisfactory quality and fit for purpose as required by applicable consumer law.
Please inspect your furniture after delivery and contact us as soon as reasonably possible if you discover damage, a defect or an incorrect item.
Where appropriate, we may ask you to provide photographs or other reasonable information to help us assess the issue.
Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction or refund.
Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection law.
9. CARE AND USE OF FURNITURE
Furniture should be used only for its intended purpose and cared for appropriately.
Natural wood furniture should be protected from extreme temperatures, excessive heat, prolonged direct sunlight and excessive or insufficient humidity, as these conditions may cause movement, cracking, fading or warping.
Where reasonably possible, solid wood furniture should be kept in a stable indoor environment. A temperature of approximately 15°C to 27°C and relative humidity of approximately 40% to 60% are recommended.
Use coasters, placemats or other suitable protection to help protect surfaces from heat, liquids, stains and scratches.
Spills and liquids should be cleaned and dried promptly.
Dining tables are designed for normal dining and household use. Do not sit, stand or jump on tables or otherwise subject furniture to excessive or inappropriate loads.
Damage resulting from misuse, inappropriate storage, abnormal environmental conditions or failure to follow reasonable care instructions may not constitute a manufacturing defect. This does not affect your statutory rights.
10. WEBSITE INFORMATION
We make reasonable efforts to ensure information on our website is accurate and current.
Occasionally, errors relating to product descriptions, prices, availability or other information may occur.
Where an obvious error is identified before an order has been accepted, we may correct the error or decline the order.
If payment has already been taken for an order that we cannot accept, the relevant amount will be refunded.
11. INTELLECTUAL PROPERTY
Unless otherwise stated, the content of this website, including text, branding, graphics and original images, is owned by or licensed to Incanto Natura / SIA Northwood Commerce.
Content may not be reproduced or used for commercial purposes without permission, except where permitted by law.
Third-party trademarks and content remain the property of their respective owners.
12. THIRD-PARTY SERVICES
Our website may use services provided by third parties, including Shopify and payment, delivery or other service providers.
Where you use a third-party service, additional terms or privacy policies of that provider may apply.
Incanto Natura is powered by Shopify. Purchases made through our store are contracts between you and Incanto Natura / SIA Northwood Commerce, not Shopify.
13. PRIVACY
Personal information is processed in accordance with our Privacy Policy and applicable data protection law.
Our store is hosted by Shopify, which processes certain personal information in connection with providing its services.
14. LIMITATION OF LIABILITY
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded under applicable consumer law.
Nothing in these Terms excludes or restricts your statutory rights as a consumer.
15. GOVERNING LAW
These Terms are governed by applicable law.
If you are a consumer, you retain any mandatory rights and protections provided to you by the laws applicable to your consumer contract.
Nothing in these Terms is intended to deprive a consumer of mandatory protections available under applicable law.
16. CHANGES TO THESE TERMS
We may update these Terms from time to time, for example to reflect changes to our services, business practices or applicable law.
The version applicable to your purchase will be the version in force when your contract with us is formed, unless applicable law requires otherwise.
17. CONTACT INFORMATION
Questions about these Terms of Service can be sent to:
Incanto Natura
SIA Northwood Commerce
Email: info@incantonatura.co.uk
Latgales iela 268/5-20
Riga, LV-1063
Latvia
Telephone: +371 27033050
Registration number: 40203773594