Conditions d’utilisation

LEAD TIMES FOR BESPOKE ORDERS

For current lead times, please refer to the Client Area of our website.

  • Lead times are estimates of completion, not the time taken to physically make your piece
  • Your order joins a production queue, not immediate manufacture
  • We will contact you when your piece enters production to:
    • Confirm design details, colours and specifications
    • Provide a more accurate estimated delivery date

Please note:

  • Lead times may vary depending on demand and complexity
  • Working with reclaimed and natural materials can introduce unpredictable delays
  • Delays in earlier orders within the queue may affect your completion date

If you have a strict “no later than” deadline, you must inform us before placing your order. We will do our best to accommodate but cannot guarantee delivery dates unless agreed in writing.

PAYMENT TERMS

Unless otherwise agreed in writing, full payment is required at the time an order is placed.

Orders are only accepted and entered into our production queue once payment has been received.

Accepted Payment Methods

  • Website checkout (card payments)
  • Bank transfer (via pro forma invoice)
  • In-studio card payment

Queue Reservation Deposit

Customers who are not yet ready to proceed with a full order may reserve a place within our production queue by purchasing a Queue Reservation Deposit.

The current reservation fee is £200, which will be credited against the final order value when the order is confirmed.

Queue reservation deposits secure a production slot only and do not reserve specific materials, timber, components or fixtures.

Queue reservation deposits are non-refundable unless otherwise stated at the time of purchase.

Timber Reservation Deposit

Many of our pieces are created from unique reclaimed, salvaged or naturally sourced timbers that cannot be replaced once sold.

Where a customer wishes to reserve a specific piece of timber for a proposed commission, a Timber Reservation Deposit equal to 50% of the estimated order value may be required.

Once the deposit has been received, the timber will be removed from sale and reserved exclusively for that customer.

If the deposit is not received within three (3) calendar days of the estimate or reservation offer being issued, the timber will automatically be released back into stock and may be offered to other customers without further notice.

Until a deposit has been received, MooBoo Home cannot guarantee the availability of any specific piece of timber, branch, beam, barrel stave or other reclaimed material.

Any timber reservation deposit paid will be credited against the final order value should the commission proceed.

Third-Party Payment Providers

Customers purchasing through our website may be offered alternative payment options, including Klarna and PayPal Pay in 3.

These services are provided solely by the relevant third-party provider. MooBoo Home does not offer, administer or underwrite finance agreements and accepts no responsibility for approval decisions, repayment arrangements or the operation of these services.

Any agreement entered into is between the customer and the payment provider and remains subject to their terms and conditions.

Instalments & Credit

Other than the arrangements described above, MooBoo Home does not offer deposits, staged payments, instalment plans or credit facilities unless agreed in writing.

BESPOKE / MADE TO ORDER ITEMS

All MooBoo Home pieces are handcrafted to order.

  • We do not accept returns or refunds for bespoke or made-to-order items unless they are faulty
  • Once materials have been ordered or work has begun, the order is considered in production

NATURAL MATERIALS DISCLAIMER (IMPORTANT)

Our products are made using reclaimed and natural timber, including wind-fallen branches and salvaged wood.

By placing an order, you acknowledge and accept:

  • Natural materials may include knots, splits, cracks, markings, colour variation and irregular grain
  • These are not defects, but part of the unique character of each piece
  • Timber may continue to move, season, expand or contract over time

We take reasonable steps to prepare and treat all timber. However:

  • We cannot guarantee that reclaimed wood is entirely free from historic or dormant insect activity
  • Environmental factors (such as warmth and humidity) may affect natural materials over time

These characteristics do not constitute a fault.

DAMAGES & FAULTS

During Transit

If your product arrives damaged:

  • You must notify us within 7 days of delivery
  • Email: info@mooboohome.co.uk
  • Include photos and video evidence

We will:

  • Assess the damage
  • Send replacement parts where appropriate, or
  • Arrange collection and repair

Product Fault (Post-Installation)

If you believe your product has a fault:

  • Contact us with photos/video evidence
  • We will assess and determine the appropriate course of action

Where appropriate, we will:

  • Provide replacement parts
  • Arrange return and repair (shipping covered by us if fault confirmed)

If a repair is not possible:

  • We may offer a remake or refund

Non-Fault Repairs

If a fault is found to be:

  • Caused by misuse
  • Caused during installation
  • Caused after delivery

We reserve the right to:

  • Charge £30 per hour for repairs
  • Charge for return shipping

INSTALLATION & LIABILITY

All fixtures are tested for electrical safety prior to dispatch and supplied with installation instructions.

We cannot accept responsibility for damage or loss where:

  • Installation instructions have not been followed
  • Installation has not been carried out by a competent person
  • The supporting surface is not adequate for the fixture weight

It is the customer’s responsibility to:

  • Ensure the installation location is structurally suitable
  • Seek advice from a qualified electrician or builder where required

STORAGE & DELAYED INSTALLATION

We cannot accept responsibility for issues arising where products are not installed within a reasonable time after delivery. Items stored for extended periods may be affected by environmental conditions, which are outside of our control.

ORDER CANCELLATIONS

In-Studio Orders

No cooling-off period applies to bespoke items ordered in person.

Distance Orders (Online / Phone)

You have a 14-day cooling-off period, unless:

  • Work has begun
  • Materials or custom components have been ordered

In these cases:

  • A partial refund only may be offered to cover time and materials

After 14 days:

  • Orders cannot be cancelled or refunded under any circumstances

DESIGN CONSULTATIONS & DESIGN PACKAGES

We are always happy to discuss potential projects and provide initial guidance free of charge.

Our complimentary consultation may include:

• A telephone or video call
• Discussion of your requirements
• General design advice
• Review of photographs and dimensions
• Indicative budget guidance

Once a project progresses beyond an initial consultation and requires drawings, design development, research, site visits, technical planning or written proposals, a Design Package will be required.

Residential Design Package – £95

Suitable for most domestic projects requiring:

• Hand-drawn scale sketches
• Bespoke design recommendations
• Product specifications
• Written quotation

Site Visit Design Package – £195

Suitable for larger domestic projects requiring:

• Home visit and site survey
• Measurements and assessment
• Hanging height calculations
• Hand-drawn design proposals
• Written quotation

Commercial Design Package – From £495

Suitable for hospitality, retail, office and commercial projects requiring:

• Site survey
• Design development
• Detailed proposal documents
• Technical specifications
• Project planning support

All Design Package fees are payable in advance and are deductible from the final order value, provided the order is placed within 12 months of the proposal date.

Design Package fees are non-refundable once work has commenced.

Where additional design work is requested beyond the agreed scope, further charges may apply.

Where a site visit is undertaken and the customer subsequently places an order within 12 months, the Design Package fee will be credited against the final invoice. If no order is placed, the Design Package fee represents payment for professional consultation, travel, surveying and design services already provided.

WHY DO WE CHARGE FOR DESIGN WORK?

Creating bespoke lighting is not simply a matter of providing a quotation.

Many projects require significant time spent reviewing plans, taking measurements, researching materials, producing drawings, calculating proportions and preparing detailed proposals tailored to a specific property or business.

Charging for this work allows us to dedicate appropriate time and expertise to each project whilst continuing to support existing customers and fulfil current orders.

The design fee also ensures that proposals are prepared for clients who are genuinely progressing a project and wish to engage our services.

INTELLECTUAL PROPERTY

All drawings, sketches, designs, concepts, visualisations, renderings, proposals, specifications and supporting documents produced by MooBoo Home remain the intellectual property of MooBoo Home unless otherwise agreed in writing.

The purchase of a Design Package does not transfer ownership of any intellectual property rights.

Design documents are provided solely for the purpose of evaluating and commissioning MooBoo Home to manufacture the proposed work.

Customers may not:

• Reproduce design documents
• Share design documents with third-party manufacturers for pricing or production
• Copy, adapt or replicate MooBoo Home designs
• Use MooBoo Home design work for commercial purposes without written permission

Where a customer chooses not to proceed with a project, all intellectual property rights remain vested in MooBoo Home.

We reserve the right to pursue recovery of losses arising from unauthorised use of our intellectual property.

LIGHT BULBS

  • Bulbs are not included unless stated
  • We do not accept returns unless faulty

Where agreed in writing, a 5-day trial period may apply:

  • Returns must be in original packaging and full working order
  • Customer is responsible for return postage and safe packaging

OFF THE SHELF PRODUCTS

Returns are accepted within 30 days of delivery.

  • Items must be unused and in original packaging
  • Returns must be sent via tracked service
  • Customer pays return postage for change of mind
  • We cover return costs for confirmed faults

IMPORT DUTIES & TAXES

For orders shipped outside the UK:

  • The customer is responsible for all import duties, taxes, and fees
  • These are set by the destination country and are outside our control

Failure to pay charges may result in:

  • Delays
  • Return of goods
  • Additional costs (payable by the customer)

PRODUCT DESCRIPTIONS

  • All descriptions are for illustrative purposes
  • Due to the handmade nature of our products, minor variations in size, finish and colour may occur

For bespoke items:

  • The customer is responsible for ensuring all specifications are correct

Vintage Lighting Restoration & Rewiring Terms

All quotations for restoration and rewiring work are based upon a visual inspection of the fitting and our experience of similar projects. As vintage and antique lighting often contains hidden defects, deterioration and previous repairs, additional work may be required once dismantling begins.

  1. Scope of Quotation

Our standard rewiring service includes the removal of old wiring, installation of new wiring, reassembly and electrical testing of the fitting.

Unless specifically stated, quotations do not include the replacement of lamp holders, damaged metalwork, missing components, glass repairs, replacement crystals, decorative restoration, replating, refinishing or structural repairs.

  1. Hidden Defects

Vintage and antique fittings may contain hidden defects which are not apparent until dismantling has commenced.

Should we discover components that are unsafe, damaged, worn, non-compliant or unsuitable for reuse, work will be paused and the customer will be provided with recommendations and a quotation for any additional parts and labour required.

  1. Replacement Parts

Where original components cannot be safely reused, MooBoo Home will endeavour to source suitable replacement parts that are sympathetic to the age and appearance of the fitting.

Replacement parts may differ slightly from the originals due to availability, changes in manufacturing standards or modern electrical safety requirements.

The cost of replacement parts and any additional labour required to fit them is not included within the original quotation unless specifically stated.

  1. Fragile Components

Customers acknowledge that vintage and antique lighting contains fragile components which may have become weakened through age, previous repairs, transportation or use.

Whilst every reasonable care will be taken during dismantling, cleaning, restoration and reassembly, MooBoo Home cannot accept liability for failure of aged components where such failure occurs as a result of deterioration, corrosion, stress cracking, degraded adhesives or other age-related conditions.

  1. Breakages

In the unlikely event that a component is accidentally damaged during restoration, MooBoo Home's liability shall be limited to the repair, replacement or sourcing of a comparable component where reasonably possible.

MooBoo Home shall not be liable for any consequential loss, reduction in value, loss of provenance or collector value arising from restoration work.

  1. Electrical Compliance

Vintage fittings restored by MooBoo Home will be rewired and tested to current safety standards where reasonably practicable. However, the restoration of a vintage fitting does not make it equivalent to a newly manufactured lighting product.

  1. Estimates for Additional Work

Any additional work identified after dismantling will be quoted separately and must be approved by the customer before work proceeds.

  1. Abandoned Projects

Should a customer choose not to proceed with recommended repairs after dismantling has commenced, MooBoo Home reserves the right to charge for labour already completed and any parts ordered specifically for the project.

  1. Storage

Completed work must be collected within 30 days of notification unless otherwise agreed. MooBoo Home reserves the right to charge reasonable storage fees thereafter.

  1. Payment Terms for Restoration Work

Due to the specialist nature of restoration and rewiring work, quotations are payable in full prior to work commencing. This allows MooBoo Home to allocate workshop time and resources specifically to the project.

All quotations are based upon a conservative assessment of the fitting prior to dismantling. As hidden defects and deterioration are often only discovered during restoration, additional work, parts or repairs may be required. Any such work will be quoted separately for customer approval before proceeding.

Should MooBoo Home determine that a restoration cannot reasonably or safely be completed, or that the cost of restoration would be disproportionate to the original quotation, work may be suspended and the customer consulted regarding available options.

Where restoration work is halted before completion, MooBoo Home will refund any unused portion of the original quotation after deducting charges for labour already undertaken, workshop time incurred, parts fitted, parts ordered specifically for the project, and any other reasonable costs associated with the work completed to that point.

No refund will be due for labour, materials or workshop time already used in the assessment, dismantling, restoration or testing of the fitting.

LIMITATION OF LIABILITY

We are not liable for:

  • Indirect or consequential loss
  • Delays caused by factors outside our control
  • Natural changes in materials over time

Nothing in these terms excludes liability where it would be unlawful to do so.

GENERAL

By placing an order, you confirm that:

  • You have read and accepted these Terms and Conditions
  • You understand the nature of bespoke, handmade products

If you are unsure about any part of these terms, please contact us:
📞 01803 605762
📧 info@mooboohome.co.uk