Terms and Conditions of Sale and Website Use

Last Updated: 21 May 2026

Welcome to Berry & Grouse™. These Terms & Conditions govern your use of our website and the purchase of products directly from us through our website.

Throughout these Terms, “Berry & Grouse”, “we”, “our” and “us” refer to Berry & Grouse™.

By accessing our website or placing an order, you agree to be bound by these Terms & Conditions. If you do not agree to these Terms, please do not use our website.

These Terms are governed by the laws of England and Wales.

Nothing in these Terms affects your statutory rights.

1. About Us

Berry & Grouse™ is a UK-based handmade home interiors business specialising in handmade lampshades, cushions, draught excluders, waste paper bins and related home décor products.

We also offer selected home accessories, fabric-related products and items supplied or fulfilled by trusted third-party manufacturers or suppliers.

Berry & Grouse Farm Estate, the Estate Rooms and related names such as The Willow Barn, The Glass House, The Fabric Mill and other estate areas are part of the Berry & Grouse virtual online shopping experience. These names, rooms and settings are used for branding, storytelling and website navigation. They do not represent physical retail premises open to visitors unless expressly stated.

Contact Email: info@berryandgrouse.com
Website: www.berryandgrouse.com

2. Definitions

For the purposes of these Terms & Conditions:

“Bespoke” refers to goods made or adapted to a customer’s specific requirements, including but not limited to custom sizes, fabrics, fittings, dimensions, shapes, specifications or personalised requests.

“Made-to-Order” refers to goods produced, assembled, fulfilled or specially sourced only after a customer order has been placed and which are not generally held as ready-made stock.

“Supplier-Fulfilled” or “Third-Party Fulfilled” refers to products, components or goods supplied, manufactured, dispatched or fulfilled directly by an external supplier, manufacturer or specialist partner working on behalf of Berry & Grouse™.

“Fragile Items” refers to products requiring additional care during handling, packaging or transit, including but not limited to lampshades, waste paper bins, structured home décor items and similar delicate goods.

“Working Days” refers to Monday to Friday, excluding public holidays in England and Wales.

3. Website Use

You agree to use this website only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit the use of this website by any other person.

You must not:

misuse the website,
attempt unauthorised access,
introduce malicious software,
interfere with website functionality,
copy website content without permission,
scrape or extract product data, images or descriptions,
or use content from this website for commercial purposes without prior written consent from Berry & Grouse™.

We reserve the right to suspend or restrict access to our website where necessary.

4. Intellectual Property & Website Content

All content on this website, including but not limited to:

photographs,
product images,
graphics,
logos,
branding,
website text,
product descriptions,
icons,
artwork,
layouts,
design elements,
downloadable content,
and written material

remains the intellectual property of Berry & Grouse™ unless otherwise stated.

All rights are reserved.

No content from this website may be:

copied,
reproduced,
republished,
redistributed,
edited,
commercially exploited,
used on third-party websites,
used on marketplaces,
used on social media platforms,
or used for advertising, resale or promotional purposes

without prior written permission from Berry & Grouse™.

Unauthorised use of our content may constitute copyright infringement, passing off, misuse of intellectual property rights and/or breach of applicable laws.

Berry & Grouse™ reserves the right to take appropriate action where unauthorised use of our content, imagery, product descriptions or branding is identified.

5. Customer Conduct, Reviews & Communications

Berry & Grouse™ welcomes genuine customer feedback, reviews and communication.

However, we do not tolerate:

abusive behaviour,
threatening language,
harassment,
discriminatory conduct,
defamatory statements,
malicious accusations,
libel,
misuse of communication systems,
fraudulent activity,
or unlawful behaviour.

This applies across:

our website,
reviews,
email,
social media,
messaging systems,
marketplace platforms,
and any other communication channel used to contact Berry & Grouse™.

We reserve the right to:

refuse service,
restrict communication,
remove content,
report unlawful conduct,
retain evidence,
or take further action where appropriate.

Nothing within this section restricts a customer’s lawful right to leave honest and fair reviews based on genuine experience.

6. Electronic Communications

By placing an order or contacting Berry & Grouse™, you consent to us communicating with you electronically or by other reasonable means where necessary.

We may contact customers through:

email,
telephone,
SMS/text message,
order notifications,
courier notifications,
marketplace messaging systems,
or other reasonable communication methods.

We may contact you for purposes relating to:

order fulfilment,
customer service,
delivery updates,
order verification,
payment queries,
bespoke order discussions,
returns,
damaged goods claims,
resolving issues,
or responding to customer enquiries.

Where a customer provides incorrect, incomplete or inaccessible contact details, Berry & Grouse™ may attempt to contact the customer using alternative details supplied during checkout.

Transactional, service-related or order-related communications do not constitute marketing communications or subscription-based promotional content.

Berry & Grouse™ does not knowingly send unsolicited spam communications.

7. Customer Accounts & Third-Party Website Features

Certain features of this website may now or in the future include:

customer accounts,
member areas,
wishlists,
forms,
checkout tools,
or integrations with third-party applications or services provided through Wix or associated platforms.

Customers are responsible for maintaining the confidentiality of their account information and passwords where applicable.

Berry & Grouse™ accepts no responsibility for losses arising from:

unauthorised account access caused by customer negligence,
third-party platform outages,
software interruptions,
website app failures,
or technical issues outside our reasonable control.

Use of certain website features may also be subject to the terms and policies of third-party service providers, including Wix.

8. Product Information

We make every reasonable effort to ensure product descriptions, dimensions, specifications and photographs are accurate.

However:

handmade products may vary slightly,
pattern placement will vary,
colours may appear differently depending on screen settings,
measurements are approximate,
fabric batches may vary,
and natural material variations may occur.

Product photographs are for illustrative purposes only and may not represent exact:

pattern placement,
scale,
fabric texture,
colour tone,
product proportions,
or final finished appearance.

Customers should always read the full product description and check measurements carefully before placing an order.

9. Product Imagery, Scale & Pattern Representation

Due to the handmade nature of our products and the varying dimensions, shapes and construction methods used across different items, exact pattern placement, motif positioning and image alignment cannot be guaranteed.

Specific sections of a fabric design may appear differently depending on:

product size,
panel dimensions,
fabric repeat,
pattern scale,
product shape,
seam positioning,
and the usable area of the fabric.

For example:

a 40cm lampshade may display significantly more of a fabric design than a candle clip lampshade,
cushions and waste paper bins may display different areas or angles of the same fabric,
curved or tapered products may naturally distort, tilt or crop elements of a pattern,
and smaller products may only display a limited section of large-scale prints or illustrations.

While Berry & Grouse™ will always endeavour to position fabrics attractively and sympathetically, exact motif placement, matching illustrations, centred imagery or specific design positioning cannot be guaranteed unless expressly agreed in writing prior to production.

Certain areas of a fabric design may be unavailable for use due to:

fabric width limitations,
pattern repeat,
cutting requirements,
structural construction,
seam allowances,
or the physical dimensions of the finished product.

Variations in pattern placement, cropped illustrations, angled motifs or partial design visibility do not constitute faults, defects or items being not as described.

Customers who require highly specific pattern placement are strongly encouraged to contact Berry & Grouse™ before placing an order to discuss potential suitability and available options.

10. Curved, Tapered & Structured Products

Certain products, including but not limited to:

empire lampshades,
conical lampshades,
tapered lampshades,
candle clip shades,
waste paper bins,
and other curved or structured products

are made using panels, frames or forms that may naturally affect the appearance of fabric patterns.

Where a flat fabric is applied to a curved, tapered or shaped product, lines, checks, stripes or directional patterns may appear to curve, slope, rise, fall or distort slightly. This is a natural result of the product shape and construction method and does not necessarily indicate a fault.

Berry & Grouse™ cannot guarantee that patterns, lines or motifs will appear perfectly straight or continuous around curved or tapered products.

11. AI-Generated, Edited & Editorial Imagery

Some lifestyle, illustrative or editorial imagery on our website may include edited, enhanced or AI-assisted visual content for creative or inspirational presentation purposes.

These images are intended to provide a general visual impression only and may not exactly reflect:

fabric placement,
colour appearance,
product scale,
pattern size,
product shape,
or styling details.

Customers should always refer to:

the written product description,
listed measurements,
fabric details,
and available fabric samples

before purchasing.

12. Handmade Products

Many Berry & Grouse™ products are handmade to order unless otherwise stated.

Due to the handmade nature of our products:

slight variations may occur,
measurements may vary within reasonable tolerance,
fabric placement may vary,
and no two items will be completely identical.

This forms part of the character and individuality of handmade goods.

Berry & Grouse™ products are not mass-produced factory items and should not be assessed as such.

13. Product Measurements, Tolerance & Customer Responsibility

Customers are responsible for ensuring all selected sizes, measurements and specifications are correct before placing an order.

Where measuring guides are provided, customers should follow them carefully.

All measurements shown on our website are approximate.

Due to the handmade nature of our products, Berry & Grouse™ works to a reasonable measurement tolerance. Unless otherwise stated, finished handmade products may vary by up to approximately +/- 2cm.

This tolerance may apply to:

lampshades,
cushions,
draught excluders,
waste paper bins,
fabric-covered items,
and other handmade products.

Soft furnishings may also measure differently depending on:

fabric tension,
filling,
piping,
seams,
compression,
and how the item is measured.

For example, a piped cushion cover may appear smaller when measured flat unless gently stretched into its finished shape.

Berry & Grouse™ cannot accept responsibility for incorrect measurements supplied by customers.

Custom-made, made-to-measure and bespoke products are non-returnable unless faulty.

14. Fabrics, Colour & Natural Material Variation

Berry & Grouse™ products are made using a variety of natural, woven, printed and decorative fabrics sourced from third-party manufacturers and suppliers.

Due to the nature of textiles:

colours may vary between fabric batches,
monitor and screen settings may affect colour appearance,
textures and weave characteristics may differ,
fabric base cloths may vary,
printed colours may appear differently under different lighting,
and natural variations may occur between samples, stock images and finished products.

Some fabric imagery may be supplied directly by the manufacturer or distributor. In some cases, Berry & Grouse™ may not have physically handled or inspected a fabric before a customer enquiry or order is placed.

Whilst we make every reasonable effort to represent fabrics accurately, Berry & Grouse™ cannot guarantee that colours displayed on screens or devices will appear identical in person.

Colour description can also be subjective. A colour described by Berry & Grouse™ or a fabric manufacturer as, for example, blush, rose, dusty pink, mauve, natural, beige, cream, ivory, sage, green or grey may be perceived differently by individual customers.

Fabric samples are recommended wherever colour matching, texture, pattern scale or suitability is important.

Free samples may be available for certain fabrics currently held in stock. Where fabrics are not held in stock by Berry & Grouse™, a charge may apply to cover supplier sample and postage costs.

15. Fabric Availability & Discontinued Fabrics

Fabric availability is dependent on third-party manufacturers and suppliers.

Fabric manufacturers may discontinue fabrics, alter colourways, change base cloths, withdraw collections or experience stock shortages without notifying Berry & Grouse™ in advance.

A fabric appearing on our website does not guarantee that sufficient stock remains available to fulfil every size, quantity or product variation.

Where a fabric is discontinued or held in limited remaining stock, Berry & Grouse™ may only be able to make certain products, sizes or quantities from the fabric available.

For example, a remaining fabric quantity may be sufficient for smaller lampshades or accessories but not for larger lampshades, multiple items or products requiring pattern matching.

If we are unable to fulfil an order due to fabric availability, discontinuation, supplier shortages or insufficient usable fabric, we will contact the customer to discuss:

cancellation,
refund,
alternative fabrics,
alternative sizes,
partial fulfilment,
revised lead times,
or other suitable options.

Berry & Grouse™ is not required to source discontinued or unavailable fabrics from third-party marketplaces, remnant sellers, private sellers or alternative suppliers where the cost, availability, quality, condition or suitability is commercially unreasonable.

Listings by third parties on marketplaces or other websites do not guarantee that fabric is available to Berry & Grouse™ at our normal trade price, in suitable condition, or in sufficient quantity.

16. Fabric Suitability & Customer Responsibility

Different fabrics are designed for different environments, usage levels and care requirements.

Berry & Grouse™ cannot guarantee that a particular fabric will be suitable for every intended use, environment or lifestyle requirement.

Customers are responsible for assessing whether a fabric is appropriate for:

pets,
children,
heavy-use areas,
direct sunlight exposure,
moisture-prone environments,
commercial use,
frequent washing,
high-contact areas,
or specialist cleaning requirements.

Some fabrics are decorative and may not be suitable for heavy-duty domestic use, pet use, washable items, outdoor use or high-moisture environments.

Examples of natural wear or usage-related changes may include:

fading,
softening,
pile movement,
bobbling,
creasing,
fibre relaxation,
shrinkage,
colour change,
dye movement,
or general wear over time.

These characteristics do not necessarily indicate a fault.

Natural fabrics including cotton, linen, wool and velvet may respond differently depending on:

washing method,
detergent used,
stain treatment,
tumble drying,
ironing,
steam,
humidity,
heat exposure,
sunlight exposure,
and general usage.

Certain fabrics may shrink, fade or change texture if washed incorrectly or contrary to manufacturer care instructions.

Customers should always follow any care guidance provided and, where appropriate, seek specialist cleaning advice.

Berry & Grouse™ accepts no responsibility for:

damage caused by incorrect cleaning,
unsuitable environmental use,
misuse,
improper storage,
excessive moisture exposure,
heat exposure,
pet-related wear,
staining,
fading caused by sunlight,
shrinkage caused by washing,
or failure to follow care instructions.

17. Care Labels & Manufacturer Care Guidance

Where appropriate, Berry & Grouse™ may include general care labels within certain textile products.

These may include general classifications such as:

wool,
cotton,
mixed fibres,
hand wash only,
dry clean only,
or similar care guidance.

Not every product will include a sewn-in or attached care label. For example, lampshades, waste paper bins and certain structured home accessories may not carry individual cleaning labels.

Fabric care guidance is often provided by the original fabric manufacturer or supplier. Cleaning instructions, composition information, rub tests, shrinkage expectations, treatments and tolerance information may vary by fabric.

Where available, manufacturer fabric care information may be provided upon request.

Berry & Grouse™ relies in part on fabric specifications, tolerances and testing information supplied by third-party manufacturers and suppliers.

Customers should request fabric composition or care information before purchase where this is important to their intended use.

18. Customer’s Own Fabric

Where customers supply their own fabric for use in a bespoke or made-to-order product, Berry & Grouse™ accepts such fabric entirely at the customer’s risk.

Berry & Grouse™ may request a sample cutting before confirming acceptance of the order in order to assess:

suitability,
handling,
structure,
weave stability,
fraying risk,
durability,
stretch,
thickness,
or compatibility with the requested product.

Sample pieces supplied for testing purposes may not be returnable.

Berry & Grouse™ reserves the right to refuse customer-supplied fabric if we consider it unsuitable for the requested product.

Berry & Grouse™ cannot guarantee the long-term performance, durability or suitability of customer-supplied fabrics and accepts no responsibility for:

shrinkage,
fading,
movement,
dye transfer,
structural weakness,
fraying,
fabric incompatibility,
weave instability,
or wear characteristics outside of our reasonable control.

Where a customer chooses to proceed using their own fabric against recommendations or without prior testing, they do so entirely at their own risk.

In the unlikely event of loss or damage arising directly from workmanship provided by Berry & Grouse™, our liability relating to customer-supplied fabric shall not exceed the amount paid directly to Berry & Grouse™ for the workmanship or services provided as part of that order.

Berry & Grouse™ is not responsible for the replacement value of customer-supplied fabric, including designer, sentimental, discontinued or high-value materials.

19. Third-Party Products, Components & Supplier Fulfilment

While many Berry & Grouse™ products are handmade by us, some products, components or accessories may be:

supplied by third-party manufacturers,
made by specialist suppliers,
fulfilled directly by third-party companies,
shipped separately,
or specially ordered for a customer.

This may include, but is not limited to:

cushion inserts,
fillings,
wicker hampers,
home accessories,
specialist components,
supplier-fulfilled products,
and selected curated items.

Third-Party Fulfilment & Customer Information

Certain products may be supplied, manufactured or fulfilled through trusted third-party suppliers or specialist manufacturers working on behalf of Berry & Grouse™.

Where necessary for order fulfilment, dispatch, delivery, customer service or issue resolution, relevant customer information may be shared with such third parties, including:

customer name,
delivery address,
contact number,
email address,
and order details.

Information will only be shared where reasonably necessary for the processing and fulfilment of the customer’s order or related services.

All third-party providers used by Berry & Grouse™ are expected to handle customer information responsibly and in accordance with applicable data protection requirements.

Further information regarding how customer data is handled can be found within our Privacy Policy.

Where products are supplied or fulfilled by third parties, processing times, packaging, delivery methods and return requirements may vary.

If a third-party supplied product arrives faulty or damaged, Berry & Grouse™ may need to liaise with the supplier or manufacturer before confirming the next steps.

Customers may be required to provide photographs, packaging evidence, inspection details or other information reasonably requested by Berry & Grouse™ or the supplier.

Certain specially ordered, handmade-to-order, supplier-fulfilled or third-party manufactured items may not be eligible for standard change-of-mind returns unless faulty.

This will be stated where applicable on the relevant product listing.

20. Cushion Inserts & Made-to-Order Fulfilment Items

Certain cushion inserts and filled products may be handmade to order, specially ordered or fulfilled by third-party manufacturers specifically for a customer’s order.

Although some inserts may be offered in standard sizes, they may still be manufactured or fulfilled only once the customer order has been placed.

Due to hygiene, compression, storage and made-to-order fulfilment considerations, certain cushion inserts and filled products may be non-returnable unless faulty.

Customers should check the relevant product listing before placing an order.

Where a cushion insert or filled product is faulty, Berry & Grouse™ will work with the customer and, where applicable, the supplier to arrange an appropriate resolution.

21. Order Acceptance

Placing an order constitutes an offer to purchase goods from Berry & Grouse™.

An automated order confirmation does not constitute acceptance of your order.

A contract is formed only once your order has been dispatched or otherwise confirmed by Berry & Grouse™.

We reserve the right to:

refuse orders,
cancel transactions,
limit quantities,
decline bespoke requests,
cancel orders where materials are unavailable,
or issue refunds where necessary.

22. Pricing, Errors & Availability

All prices are displayed in GBP (£).

We reserve the right to:

amend pricing,
correct pricing errors,
correct product errors,
correct delivery errors,
discontinue products,
update product information,
or withdraw products

without prior notice.

If an item has been mispriced or listed incorrectly, Berry & Grouse™ reserves the right to cancel the order and issue a refund.

Availability estimates, fabric stock levels and processing times are approximate only and are not guaranteed.

23. Payment Terms

Payment must be received in full before dispatch, delivery or collection.

Berry & Grouse™ reserves the right to withhold production, dispatch, delivery or collection until cleared payment has been received.

Where payment is made by cheque, goods will not be released until the cheque has fully cleared. A minimum clearance period may apply.

Where payment is made by bank transfer/BACS, goods will not be released until funds have cleared into our account and Berry & Grouse™ is satisfied that the payment has been received.

Where payment is processed through a third-party provider such as PayPal, Stripe, Wix Payments, Etsy, eBay, Amazon or another payment platform, payment processing, refund timing and transaction handling may be subject to the relevant provider’s systems and policies.

Berry & Grouse™ does not store full customer card details.

24. Bespoke Orders, Made-to-Measure Items & Custom Requests

Bespoke, personalised, custom-made and made-to-measure orders may include items made to a customer’s specific:

size,
fabric,
fitting,
shape,
lining,
design preference,
supplied measurements,
supplied fabric,
or other custom specification.

Such items are made specifically for the customer and may be non-returnable unless faulty.

Where a customer requests a bespoke or custom item, Berry & Grouse™ may require written confirmation of the agreed specification before production begins.

Customers are responsible for checking all measurements, details and requirements carefully before confirming a bespoke order.

Once production has begun, cancellation may not be possible. Where cancellation is accepted, Berry & Grouse™ reserves the right to deduct costs already incurred, including fabric, materials, labour, supplier costs, administration, packaging or other order-specific expenses.

25. Order Cancellation Before Dispatch

Customers may contact Berry & Grouse™ to request cancellation before an order has been dispatched.

Where an order has not yet entered production or where no costs have been incurred, a full refund may be offered.

Where fabric, materials, supplier products or bespoke components have already been ordered or production has begun, Berry & Grouse™ reserves the right to deduct reasonable costs already incurred.

Once an order has been dispatched, the customer must follow the relevant returns process where eligible.

Nothing in this section affects statutory cancellation rights for eligible non-bespoke distance-sale goods.

26. Processing Times

Processing times vary depending on:

product type,
handmade production requirements,
order volume,
fabric availability,
supplier availability,
bespoke requirements,
packaging requirements,
and seasonal demand.

Processing times shown on the website are guidance only.

Typical processing times may vary and may be extended during busy periods, supplier delays, fabric shortages or bespoke production.

Where an order is time-sensitive, customers should contact Berry & Grouse™ before placing the order.

27. Delivery

Delivery costs, delivery methods and delivery times vary depending on:

product size,
order value,
product fragility,
packaging requirements,
destination,
courier availability,
supplier fulfilment method,
and whether the order is standard, oversized or bespoke.

Estimated delivery dates are guidance only and are not guaranteed delivery dates.

Berry & Grouse™ is not liable for courier delays, service interruptions, failed delivery attempts or circumstances outside our reasonable control.

Unless otherwise agreed, Berry & Grouse™ delivers to UK mainland addresses only.

Additional charges may apply to remote or extended delivery locations, including but not limited to:

Northern Ireland,
Scottish Highlands,
Scottish Islands,
Isle of Wight,
Isle of Man,
Channel Islands,
remote rural locations,
and other locations subject to courier surcharges.

28. Oversized, Fragile & Bespoke Delivery Charges

Some products require specialist packaging, oversized boxes, additional protection, enhanced courier services or separate delivery charges.

This may include:

oversized lampshades,
bespoke lampshades,
tapered or conical lampshades,
large-diameter shades,
waste paper bins,
multiple fragile items,
supplier-fulfilled items,
and other delicate homewares.

Free delivery promotions may not apply to bespoke, oversized, supplier-fulfilled, fragile or specialist-delivery items.

Berry & Grouse™ reserves the right to quote or request additional delivery charges where:

the product requires oversized packaging,
the delivery address is remote,
insurance requirements are higher,
specialist handling is needed,
courier services are limited,
or delivery costs exceed standard rates.

If additional delivery charges apply, Berry & Grouse™ will contact the customer before dispatch where reasonably possible.

Berry & Grouse™ reserves the right to cancel and refund an order where delivery is not commercially practical, courier restrictions apply, or suitable delivery arrangements cannot be made.

29. Collections, Local Delivery & Drop-Offs

Collections, local deliveries or customer drop-offs are available only where agreed in writing by Berry & Grouse™.

Customers must not attend, collect, drop off or return items without prior agreement and a confirmed appointment.

Orders cannot be collected until Berry & Grouse™ has confirmed that they are ready.

Where a collection, local delivery or drop-off appointment is agreed, customers must attend at the confirmed time unless otherwise agreed.

Berry & Grouse™ reserves the right to refuse unarranged visits, collections or drop-offs.

30. Refused Deliveries

Customers must not refuse delivery of orders without first contacting Berry & Grouse™ and obtaining written authorisation.

Unauthorised refused deliveries may result in significant:

return shipping charges,
courier penalties,
administrative fees,
failed delivery fees,
handling costs,
supplier charges,
storage costs,
and additional return transit expenses.

Such costs may substantially reduce or completely eliminate any refund otherwise due and may exceed the original outward delivery charge.

Where applicable, Berry & Grouse™ reserves the right to deduct all reasonable costs incurred as a result of a refused delivery from any refund issued.

This applies to all orders, including:

standard products,
handmade items,
made-to-order goods,
bespoke items,
supplier-fulfilled products,
oversized items,
and non-returnable products.

Where a refused delivery relates to:

bespoke,
personalised,
made-to-order,
supplier-fulfilled,
specially ordered,
or otherwise non-returnable goods,

the customer may remain liable for the full order value unless the item is faulty or Berry & Grouse™ agrees otherwise in writing.

Customers acknowledge that refused deliveries may:

delay resolution,
invalidate free delivery offers,
incur third-party supplier charges,
and create additional costs outside the control of Berry & Grouse™.

31. Delivery Claims & Notification Periods

Customers are responsible for checking delivery status, tracking updates and parcel condition within a reasonable period following dispatch and delivery notification.

Any claims relating to:

non-delivery,
missing parcels,
delivery discrepancies,
damaged deliveries,
or courier-related issues

must be reported to Berry & Grouse™ as soon as reasonably possible and, where applicable, within the courier or marketplace claim window.

Failure to report delivery issues promptly may affect the ability of Berry & Grouse™ to:

investigate the issue,
obtain courier evidence,
submit claims,
recover losses,
or provide resolution.

Berry & Grouse™ cannot accept liability for historic claims raised after unreasonable periods of time where:

courier records,
tracking information,
delivery scans,
proof of postage,
or claim windows

are no longer available.

Customers acknowledge that courier tracking systems and third-party platforms may:

archive,
overwrite,
reuse,
or remove historical tracking information over time.

Claims raised after significant delay may therefore be impossible to investigate fairly or accurately.

Customers are encouraged to contact Berry & Grouse™ promptly if they believe:

a parcel is delayed,
tracking appears incorrect,
or a delivery issue may have occurred.

32. Third-Party Marketplace Orders

Orders placed through third-party marketplaces, including Etsy, eBay, Amazon or any other selling platform, may be subject to the individual terms, return windows, buyer protection processes and policies of those platforms.

Customers should review the applicable policies of the platform through which they purchased before placing an order.

Berry & Grouse™ website policies apply to purchases made directly through www.berryandgrouse.com unless otherwise stated.

33. Returns & Exchanges — General Position

Customers may request a return or exchange in accordance with UK consumer law and our Returns & Exchanges Policy.

For eligible non-bespoke distance-sale goods, customers generally have 14 days from delivery to notify us that they wish to cancel, and a further 14 days to return the goods.

Returned items must:

be unused,
be returned in original condition,
include original packaging where possible,
include labels, tags or protective coverings where applicable,
be complete,
and be returned within the relevant return period.

Certain items are excluded from standard change-of-mind returns, including:

bespoke items,
personalised products,
made-to-measure items,
custom-made goods,
cut fabric,
gift vouchers,
handmade-to-order fulfilment items,
supplier-fulfilled made-to-order items,
hygiene-sensitive items once opened,
and certain cushion inserts or filled products unless faulty.

Please refer to our separate Returns & Exchanges Policy for full customer-facing return instructions.

Nothing within these Terms & Conditions is intended to affect or exclude any statutory rights available to consumers under applicable UK consumer protection legislation.

34. Return Requests, Forms & Customer Cooperation

Customers may be required to complete the relevant return, exchange or damaged goods form before a return can be processed.

Return forms help Berry & Grouse™ identify:

the order,
the reason for return,
whether the customer is requesting a refund, exchange or repair,
the product condition,
and any evidence required.

Customers remain responsible for reasonably cooperating with the return process.

This may include:

completing forms,
providing photographs,
confirming packaging,
providing parcel weight and dimensions,
attending collection appointments,
dropping parcels at agreed locations,
and providing tracking or proof of postage.

Failure to reasonably cooperate with the return process may delay or affect any refund, replacement, exchange, repair or claim.

Where a customer initially requests an exchange but later changes the request to a refund, Berry & Grouse™ may review the request in line with the item type, condition, return eligibility and any costs already incurred.

35. Condition of Returned Goods

Returned goods must be received back in original, unused, undamaged and resaleable condition unless the item is faulty.

Customers should inspect products carefully before removing protective packaging, coverings, films or labels where possible.

Removal of protective coverings, films or labels, or use beyond what is reasonably necessary to inspect the goods, may affect return eligibility or result in a reduction in refund value where the item can no longer be resold as new.

Berry & Grouse™ reserves the right to refuse or reduce refunds where returned items are received:

damaged,
marked,
used,
incomplete,
altered,
missing parts,
inadequately packaged,
without original packaging where reasonably required,
or not in resaleable condition.

Customers are responsible for any loss in value caused by handling beyond what is reasonably necessary to inspect the goods.

36. Exchanges

Where Berry & Grouse™ agrees to an exchange, the original item must be returned, received and inspected before any replacement item is dispatched.

Exchange items will not be dispatched before the original item has been returned and accepted unless Berry & Grouse™ agrees otherwise in writing.

Additional charges may apply where:

the replacement item costs more,
the replacement item is larger,
the replacement item requires additional postage,
the exchange changes the delivery category,
the exchange falls below a free delivery threshold,
or the replacement item requires bespoke or specialist packaging.

Where the replacement item costs less than the returned item, Berry & Grouse™ will refund any applicable difference to the original payment method after deductions, delivery adjustments or charges have been calculated.

Where the replacement item costs more, the customer must pay the difference before the replacement item is dispatched.

37. Refunds

Refunds will be processed using the original payment method wherever possible.

Berry & Grouse™ is unable to process refunds to alternative cards, accounts or payment methods.

Refund timing may depend on the original payment provider, such as PayPal, Stripe, Wix Payments, Etsy, eBay, Amazon, card issuer or bank.

Berry & Grouse™ may initiate or authorise a refund, but the timing of funds returning to the customer’s account is controlled by the relevant payment provider.

Where deductions are permitted, refunds may be reduced to account for:

diminished value,
missing parts,
damage,
return shipping costs,
refused delivery charges,
additional delivery charges,
unpaid balances,
or other costs reasonably incurred.

38. Gift Vouchers

Gift vouchers are non-refundable and cannot be exchanged for cash.

Gift vouchers must be used within their stated expiry period.

Expired gift vouchers cannot be refunded or redeemed unless Berry & Grouse™ agrees otherwise in writing.

Lost or stolen gift vouchers may not be replaceable.

39. Stockist Purchases

Berry & Grouse™ is not responsible for processing returns, refunds or exchanges for items purchased from independent stockists, retailers, shops, galleries, event sellers or third-party sellers.

If an item was purchased through a stockist or third-party retailer, the customer should contact the original place of purchase directly.

The stockist’s own return policy, refund policy and terms of sale will apply.

40. In-Person, Show & Event Purchases

Purchases made in person at shows, events, fairs, markets or exhibitions may be subject to different cancellation and return rights from online distance-sale purchases.

Where goods are purchased in person, customers have the opportunity to inspect the item before purchase.

Unless faulty or otherwise agreed in writing, change-of-mind returns may not be accepted for in-person purchases.

Bespoke, personalised, made-to-measure or custom orders placed at shows or events may also be non-returnable unless faulty.

41. Fragile Items & Buyer-Arranged Returns

Lampshades, waste paper bins and certain handmade home décor items are fragile products requiring careful handling and suitable packaging during return transit.

Where a customer arranges their own return shipment, responsibility for the safe return of the goods remains with the customer until the item has been safely received and inspected by Berry & Grouse™.

Customers returning fragile items should:

use suitable protective packaging,
reuse original packaging where possible,
add additional packaging where needed,
use a tracked delivery service,
use an appropriately insured delivery service,
and ensure their chosen courier accepts and covers fragile items such as lampshades.

Many courier services exclude fragile home décor items, lampshades, glass, ceramics, structured items or similar products from compensation cover unless additional protection is purchased.

Customers are responsible for checking the suitability and level of compensation provided by their chosen courier before dispatching a return.

Customers should retain:

proof of postage,
tracking information,
courier receipts,
photographs of packaging,
and courier documentation

until the return has been safely received, inspected and processed.

42. Return Transit Damage & Courier Claims

If a customer-arranged return is damaged during transit:

the customer must pursue any compensation claim directly with their chosen courier, insurer, payment provider or relevant third party,
Berry & Grouse™ is not responsible for transit damage occurring during buyer-arranged returns,
and Berry & Grouse™ cannot guarantee the success of courier compensation claims.

Where reasonably requested, Berry & Grouse™ may assist by providing:

photographs,
packaging evidence,
confirmation of delivery condition,
inspection details,
or proof of receipt.

Customers remain responsible for:

initiating claims,
complying with courier deadlines,
providing required documentation,
and ensuring suitable courier protection was purchased.

Berry & Grouse™ accepts no responsibility for unsuccessful courier claims, missed claim deadlines, insufficient packaging, unsuitable courier selection or inadequate insurance chosen by the customer.

43. Damaged or Defective Goods on Delivery

Customers should inspect deliveries as soon as reasonably possible after receipt.

If goods arrive damaged or defective, customers should contact Berry & Grouse™ within 24 hours where reasonably possible.

Customers may be required to provide:

clear photographs of all outer packaging,
photographs of all sides of the box,
photographs of shipping labels,
photographs of internal packaging,
photographs of protective materials,
photographs of the item inside the box,
photographs of the item removed from the box,
photographs of the damage from multiple angles,
and any additional information reasonably requested.

Customers may also be required to complete a Damaged Goods Return Form.

Customers should retain:

the damaged item,
all packaging,
labels,
inserts,
protective materials,
and packing materials

while any courier or damage investigation is ongoing.

Failure to provide sufficient clear evidence within a reasonable timeframe may affect our ability to:

investigate the issue,
pursue courier claims,
confirm fault or transit damage,
or provide an appropriate resolution.

Where Berry & Grouse™ determines that a damaged item does not need to be returned, we will confirm this in writing. In such cases, customers may be instructed to:

safely dispose of the item,
retain the item,
or follow alternative instructions provided by us.

Where return of a damaged item is required, customers must package the item securely and clearly mark the outside of the parcel with:

“RETURN ITEM FROM [Customer Name / Order Number]”

This assists with parcel identification, evidence recording and claim processing.

44. Returns Arranged by Berry & Grouse™

Where Berry & Grouse™ agrees to arrange a return courier, customers may be required to provide:

parcel dimensions,
parcel weight,
packaging confirmation,
collection availability,
and photographs of the packaged parcel.

Customers remain responsible for reasonably cooperating with the agreed return process, including:

packaging requirements,
drop-off obligations,
collection availability,
handing the parcel to the courier,
and provision of requested parcel information.

If a customer selects a drop-off return service, Berry & Grouse™ accepts no responsibility for unavailable, closed or full drop-off locations.

If a collection service is arranged:

collection dates and times remain subject to courier availability,
customers must not leave parcels unattended for collection,
customers should personally hand parcels to the courier where possible,
and customers must obtain and retain proof of collection.

Berry & Grouse™ accepts no responsibility for:

unattended parcels,
failed collections,
parcels stolen before collection,
parcels left outside,
or parcels lost before being physically accepted by the courier.

45. Quality, Workmanship & Product Care

Berry & Grouse™ warrants that goods will conform in all material respects with their description and be free from material defects in workmanship and construction at the time of delivery.

Where a workmanship or manufacturing issue becomes apparent, customers should notify Berry & Grouse™ as soon as reasonably possible.

Berry & Grouse™ offers an initial 30-day workmanship review period from the date of delivery for handmade products under normal domestic use.

This review period is intended to cover issues that reasonably appear to relate to original workmanship, construction or manufacturing.

This does not create a lifetime warranty, extended durability guarantee or guarantee against wear, misuse, environmental damage or customer handling.

Where a product is found to be defective, Berry & Grouse™ may, at our discretion and in accordance with your statutory rights:

repair the item,
replace the item,
offer a partial refund,
offer a full refund,
or provide another appropriate remedy.

No replacement, refund or repair will be processed until Berry & Grouse™ has had a reasonable opportunity to inspect the item, unless we confirm in writing that return is not required.

If the item does not need to be returned, Berry & Grouse™ will confirm this in writing before any replacement or refund is processed.

Customers should not continue using goods after notifying Berry & Grouse™ of a possible defect if continued use could worsen the issue.

Berry & Grouse™ is not responsible for damage caused by:

misuse,
improper storage,
unsuitable cleaning,
failure to follow care instructions,
incorrect bulb usage,
excessive bulb heat,
heat exposure,
radiator exposure,
moisture exposure,
mould caused by environmental conditions,
damp storage,
direct sunlight,
fading,
pet-related wear,
staining,
accidental damage,
negligence,
unauthorised alterations,
unauthorised repairs,
fair wear and tear,
commercial use,
abnormal domestic conditions,
or normal ageing of materials.

Where repair is requested outside any applicable fault or workmanship review period, Berry & Grouse™ may offer a repair service at our discretion. Repair costs, materials, labour and return postage may be payable by the customer.

Berry & Grouse™ is not responsible for returning unrepaired or damaged items to the customer unless return postage has been paid where applicable.

46. Lampshade Safety & Bulb Use

Customers are responsible for using suitable bulbs and fittings with lampshades.

Lampshades should be used only with appropriate bulbs and in accordance with any product guidance provided.

Berry & Grouse™ recommends the use of LED bulbs where suitable.

Damage caused by excessive heat, incorrect bulb use, unsuitable fittings, misuse or failure to follow safety guidance is not the responsibility of Berry & Grouse™.

47. Privacy & Cookies

Your use of this website is also governed by our:

Privacy Policy,
Cookie Policy,
and related data protection notices.

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

48. Third-Party Links

Our website may contain links to third-party websites or services.

Berry & Grouse™ is not responsible for the content, policies, practices or availability of third-party websites.

Customers should review third-party policies separately where relevant.

49. Limitation of Liability

Nothing within 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,
fraudulent misrepresentation,
or breach of statutory consumer rights.

To the fullest extent permitted by law, Berry & Grouse™ shall not be liable for:

indirect losses,
consequential losses,
loss of profits,
loss of business,
loss of opportunity,
loss of goodwill,
loss of data,
delays outside our reasonable control,
or costs arising from customer misuse, unsuitable use or failure to follow instructions.

Our total liability relating to any order shall not exceed the amount paid for the relevant product, except where it would be unlawful to limit liability.

50. Force Majeure

Berry & Grouse™ shall not be liable for delays or failure to perform obligations caused by events outside our reasonable control, including:

courier disruption,
supplier shortages,
fabric discontinuation,
severe weather,
strikes,
power failures,
technical outages,
pandemics,
transport disruption,
material shortages,
or other unforeseen circumstances.

51. Changes to These Terms

We reserve the right to update or amend these Terms & Conditions at any time.

The latest version will always be published on our website.

Customers will be subject to the Terms in force at the time an order is placed, unless changes are required by law or regulatory authority.

52. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part shall be treated as removed to the extent necessary, and the remaining sections shall continue to apply.

53. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales.

54. Contact Information

If you have any questions regarding these Terms & Conditions, please contact:

Berry & Grouse™
Email: info@berryandgrouse.com
Website: www.berryandgrouse.com