Terms of Sale, Commissions & Website Use
Last updated: 9 October 2026
1. About Us
Crandon’s Fine Furniture is the trading name of Benjamin Crandon, a sole trader based in South Wales.
Trading name: Crandon’s Fine Furniture
Proprietor: Benjamin Crandon
Email: crandonsfinefurniture@gmail.com
In these Terms, “we”, “us” and “our” refer to Crandon’s Fine Furniture. “You” and “your” refer to the customer.
These Terms apply to products and services supplied by us, including bespoke furniture commissions, standard products, design work, delivery and installation where applicable.
Nothing in these Terms affects any statutory rights you have as a consumer.
2. Our Products and Services
Crandon’s Fine Furniture designs and makes handmade furniture and other wooden products.
Our work may include:
Bespoke and commissioned furniture
Freestanding furniture
Cabinetry and storage
Shelving and bookcases
Tables and desks
Fitted furniture
Smaller handmade wooden items
Other individually agreed woodworking projects
Because our work is handmade and primarily uses natural timber, individual pieces will naturally vary.
Photographs displayed on our website and social media are intended to represent our work as accurately as reasonably possible. Differences in timber, grain, colour, figure, texture and natural characteristics mean that no two handmade pieces will be exactly identical.
3. Enquiries, Quotations and Orders
An enquiry or request for a quotation does not create a contract between us.
Where appropriate, we will provide a written quotation or order summary describing the proposed work, which may include:
The product or project
Dimensions
Timber or materials
Design details
Finish
Price
Delivery or installation charges
Deposit requirements
Estimated lead time
Any other agreed specifications
Unless stated otherwise on the quotation, quotations are valid for 30 days.
A contract is formed when we have accepted your order in writing and any deposit or initial payment required by the quotation has been received.
We may decline an order before it has been accepted.
If an obvious pricing or specification error is discovered before an order is accepted, we will notify you and provide the correct information before proceeding.
4. Bespoke Furniture and Design Approval
Many of our products are individually designed and manufactured for a particular customer.
Before manufacture begins, we may ask you to approve drawings, dimensions, timber choices, finishes or other specifications.
It is your responsibility to check information supplied for approval carefully.
Once you have approved the specification, the furniture will be manufactured substantially in accordance with that specification, subject to the natural characteristics of timber and reasonable variations associated with handmade production.
Where a customer supplies measurements, the customer is responsible for ensuring those measurements are accurate.
Where Crandon’s Fine Furniture undertakes measurements ourselves, we will take reasonable care to ensure those measurements are accurate.
If unexpected site conditions, structural issues, concealed services or other matters which could not reasonably have been identified beforehand affect a fitted project, we will discuss any required alteration with you before carrying out additional chargeable work.
5. Changes Requested by the Customer
Changes requested after an order has been accepted may affect the price, materials required and completion date.
We are not obliged to accept changes once manufacture has begun where making the change would be impractical or unreasonable.
Where we agree to a change, we will notify you of any significant additional cost or revised lead time before carrying out the additional work.
Where possible, changes should be agreed in writing.
6. Prices
All prices are quoted in Pounds Sterling (£).
The total amount payable, including any applicable taxes, will be made clear before the order is accepted.
Delivery, installation and other additional charges will either be included in the quoted price or identified separately before the contract is formed.
We may change advertised prices at any time, but this will not affect an order that has already been accepted except where you subsequently request an agreed change to the specification.
7. Deposits and Payment
The payment schedule for bespoke work will be stated in the relevant quotation or order confirmation.
A deposit may be required before we purchase materials or begin manufacture.
The remaining balance may be payable before delivery, upon delivery, following installation or according to an agreed staged payment schedule.
The exact arrangement will be confirmed before the order is accepted.
Payments should be made using one of the payment methods agreed with us.
Any deposit or advance payment will be dealt with fairly and in accordance with these Terms and applicable consumer law.
8. Cancellation of Bespoke and Personalised Orders
Furniture and other products that are made to your specifications or are clearly personalised are generally excluded from the statutory 14-day change-of-mind cancellation right that applies to many standard products purchased at a distance.
This includes items manufactured specifically to agreed individual dimensions, designs, materials, configurations or other customer-specific requirements.
This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
Where no statutory cancellation right applies and you ask us to cancel a bespoke commission, we may nevertheless agree to cancellation.
Where we agree to cancellation after costs have been incurred, we may retain or charge a reasonable amount reflecting matters such as:
Materials specifically purchased for the project
Work already completed
Design work already undertaken
Non-refundable supplier costs
Other reasonable losses directly resulting from cancellation
We will take reasonable steps to minimise any loss.
We will not automatically retain an entire deposit where doing so would be disproportionate to the reasonable costs and losses incurred.
9. Standard Products and Distance-Selling Cancellation Rights
This section applies to standard, non-bespoke products purchased at a distance, such as through our website, where statutory cancellation rights apply.
You will normally have the right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you, receives the goods.
To exercise the right to cancel, you must clearly inform us of your decision to cancel.
You can do this by emailing:
crandonsfinefurniture@gmail.com
You may also use the model cancellation form at the bottom of these Terms, although using the form is not compulsory.
After notifying us of cancellation, goods should normally be returned within 14 days.
Unless the goods are faulty or we have agreed otherwise, you are responsible for the direct cost of returning cancelled goods.
Where an item cannot normally be returned by post, we will provide information about the likely return cost before you are bound by the contract where required by law.
You are entitled to inspect goods in the same way you reasonably could in a shop. We may make an appropriate deduction from a refund if goods have diminished in value because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where a valid cancellation is made, we will refund payments due under applicable consumer law, including the cost of the least expensive standard delivery option offered by us where required.
Additional delivery costs resulting from your choice of a more expensive delivery method do not have to be refunded.
This cancellation right does not normally apply to goods made to your specifications or clearly personalised.
10. Services Commenced During a Cancellation Period
Where a separate service is subject to a statutory cancellation period and you expressly ask us to begin providing that service before the cancellation period has expired, you may be required to pay a reasonable proportion of the agreed price for work properly completed before you cancel.
Where applicable, we will obtain any consent required before beginning such work.
11. Manufacture and Lead Times
Furniture made by hand can take considerably longer to produce than mass-manufactured products.
Any lead time or estimated completion date will be provided in good faith.
Unless we expressly agree that a particular date is guaranteed, manufacturing and completion dates are estimates rather than guarantees.
Factors such as timber availability, supplier delays, finishing conditions and unexpected manufacturing issues can occasionally affect the estimated completion date.
If a delay occurs, we will notify you within a reasonable time where practicable.
Nothing in this section removes any legal rights you may have where delivery is unreasonably delayed or where an agreed delivery date is essential to the contract.
12. Delivery
Delivery arrangements, charges and expected timescales will be agreed before the order is accepted.
Unless another period has been specifically agreed, goods will be delivered within the period required by applicable consumer law.
You are responsible for providing accurate delivery information.
You must also inform us of any relevant access restrictions which could reasonably affect delivery, including narrow doorways, staircases, restricted parking or difficult access.
For unusually large furniture, we may ask you to confirm relevant access dimensions before delivery.
Where a delivery fails because incorrect information was provided or reasonable access was not available, we may charge reasonable additional costs actually incurred in arranging another delivery.
We will explain any such charge before redelivery wherever reasonably possible.
13. Risk and Ownership
Risk in the goods passes to you when the goods come into your physical possession or the physical possession of a person nominated by you, subject to applicable consumer law.
Ownership of goods remains with us until the agreed price for those goods has been paid in full.
14. Installation and Fitted Furniture
Where installation forms part of the contract, we will perform the work with reasonable care and skill.
You should ensure that we have reasonable access to the installation area and that the area is sufficiently clear to allow the agreed work to be undertaken safely.
You should tell us about any known hazards, concealed utilities, structural concerns or other relevant information before installation.
Homes and buildings are not always perfectly level, square or plumb. Fitted furniture may therefore require reasonable scribing, packing or adjustment during installation.
If circumstances outside the agreed scope are discovered and additional work is required, we will discuss this with you before undertaking additional chargeable work wherever reasonably practicable.
15. Inspection on Delivery
We encourage customers to inspect goods as soon as reasonably possible after delivery.
If you notice visible damage, missing items or another problem, please contact us promptly and provide photographs where appropriate.
Reporting visible delivery damage within 48 hours can help us investigate the issue quickly, but failure to report a problem within 48 hours does not remove or reduce your statutory consumer rights.
16. Timber and Natural Materials
Wood is a natural material.
Characteristics may include:
Variation in colour
Variation in grain and figure
Knots
Mineral streaks
Natural markings
Variation between individual boards
These characteristics contribute to the appearance of genuine timber and are not, by themselves, defects.
Solid timber also naturally responds to changes in humidity and temperature and may undergo a small amount of seasonal expansion, contraction or movement.
Reasonable natural variation or movement is not, by itself, evidence of a manufacturing defect.
However, nothing in this section excludes your rights where furniture is faulty, is not of satisfactory quality, is not fit for an agreed purpose or does not match its description.
17. Product Care
Customers should follow any care and maintenance information provided with the furniture.
Damage arising solely from misuse, neglect, unsuitable environmental conditions, unauthorised alteration or failure to follow reasonable care instructions may not constitute a manufacturing fault.
Examples may include damage caused by:
Excessive moisture
Direct exposure to significant heat sources
Prolonged inappropriate storage
Improper use
Unauthorised modification
Using unsuitable cleaning products
This section does not affect your statutory rights in relation to defects which were present when the goods were supplied or which otherwise constitute a breach of contract.
18. Faulty, Damaged or Misdescribed Goods
We want any problem with our work to be resolved properly.
If goods are faulty, damaged, not as described or otherwise fail to conform to the contract, please contact us as soon as reasonably possible.
Please provide, where available:
Your name and order details
A description of the problem
Photographs showing the issue
Consumers have rights under the Consumer Rights Act 2015.
Depending on the circumstances, these rights may include the short-term right to reject goods, or rights to repair, replacement, a price reduction or a refund.
Where repair or replacement is the appropriate statutory remedy, it will be provided within a reasonable time and without significant inconvenience, and necessary costs will be borne by us as required by law.
Nothing in these Terms restricts or removes your statutory rights.
The Consumer Rights Act specifically provides rights to repair or replacement and, in qualifying circumstances, a price reduction or final right to reject. Legislation.gov.uk
19. Events Outside Our Reasonable Control
We will not be responsible for a failure or delay caused by circumstances outside our reasonable control where we have taken reasonable steps to minimise the effect of those circumstances.
Examples may include severe weather, significant transport disruption, unexpected supplier failure or other events which could not reasonably have been prevented.
If such an event causes a significant delay, we will contact you and discuss revised arrangements.
Where consumer law gives you a right to cancel because of the delay, nothing in this section prevents you from exercising that right.
20. Our Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing excludes or limits liability for:
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Any other liability which cannot lawfully be excluded
We are responsible for losses that are a reasonably foreseeable consequence of our breach of contract or negligence.
We are not responsible for losses which are not reasonably foreseeable or which arise solely from circumstances for which we are not legally responsible.
If you are purchasing as a consumer, these Terms do not exclude liability for damage to your property where we are legally responsible for that damage.
21. Intellectual Property
Unless otherwise agreed in writing, copyright and other intellectual property rights in original photographs, website content, branding, drawings and designs created by Crandon’s Fine Furniture remain with their respective owner.
Website content may not be reproduced, distributed or used commercially without prior permission.
Where a customer provides their own design, artwork or other intellectual property, ownership of that material remains with the customer or relevant rights holder.
Nothing in this section prevents you from using furniture you have purchased from us in the ordinary way.
22. Photography of Completed Work
We may ask customers for permission to photograph completed work for our portfolio, website or social media.
Where photography takes place within a customer's home or could identify the customer or their property, we will seek appropriate permission before using such material publicly.
Permission may be refused without affecting your order.
23. Website Information
We take reasonable care to keep information on this website accurate and up to date.
However, photographs, descriptions and examples of previous commissions are provided primarily for information and illustration.
Nothing displayed on the website constitutes acceptance of an order.
The specification and price contained in your agreed quotation or order confirmation will take priority over general website information relating to your individual commission.
24. Privacy and Personal Information
Personal information is handled in accordance with our Privacy Policy.
Where our website uses cookies or similar technologies, these are dealt with in accordance with our Cookie Policy and cookie consent settings where required.
25. Complaints
If you are unhappy with a product or service, please contact us first so that we have an opportunity to resolve the problem.
Complaints should be sent to:
crandonsfinefurniture@gmail.com
Please provide your name, relevant order information and a clear description of the issue.
We will aim to acknowledge complaints promptly and deal with them fairly and within a reasonable period.
Where applicable, when we provide our final response to a consumer complaint we will also provide information about any alternative dispute resolution or other dispute-resolution arrangement which we are legally or contractually required to make available.
Since April 2026, the Digital Markets, Competition and Consumers Act requires traders to tell a consumer about applicable ADR or other arrangements when communicating the outcome of a complaint where such an arrangement is available because the trader is obliged to participate in it. Legislation.gov.uk
26. Changes to These Terms
We may update these Terms from time to time.
The Terms applicable to an order will normally be the version provided or made available to you when the relevant contract was entered into.
Changes made after a contract has been formed will not retrospectively alter that contract unless both parties agree or the law requires otherwise.
27. Governing Law
These Terms and contracts between us are governed by the laws of England and Wales.
If you are a consumer, nothing in this provision deprives you of any mandatory legal protections or rights concerning where legal proceedings may be brought.
We will always try to resolve disputes directly with customers before legal proceedings are considered.
28. Contact Us
For enquiries relating to products, commissions, orders or these Terms, contact:
Crandon’s Fine Furniture
Trading name of Ben Crandon, sole trader