Terms and Conditions

Last Updated: January 2025

1. Introduction and Acceptance

Welcome to Bilelia. These Terms and Conditions ("Terms") govern your use of our website https://bilelia.com and the purchase of our handcrafted furniture products and services. By accessing our website or placing an order, you agree to be bound by these Terms.

If you do not agree with any part of these Terms, you must not use our website or services.

2. Company Information

3. Services Description

Bilelia specializes in:

• Custom furniture design and manufacturing
• Handcrafted wooden furniture pieces
• Bespoke woodworking services
• Artisan furniture restoration and repair
• Furniture design consultations

All products are handcrafted to order with attention to detail and traditional craftsmanship techniques.

4. Orders and Quotations

4.1 Order Process

• All custom furniture orders begin with a consultation to discuss design, materials, and specifications
• We will provide a detailed quotation including price, timeline, and specifications
• A deposit (typically 50% of the total price) is required to commence work
• Your order is confirmed upon receipt of the deposit payment

4.2 Quotation Validity

Quotations are valid for 30 days from the date of issue. After this period, prices and availability may be subject to change.

4.3 Order Acceptance

We reserve the right to accept or decline any order at our discretion. Order acceptance occurs when we send you written confirmation and invoice.

5. Pricing and Payment

5.1 Pricing

• All prices are quoted in British Pounds Sterling (GBP) and include VAT where applicable
• Prices are based on current material costs and may be adjusted if significant cost changes occur before order confirmation
• Delivery charges are additional unless otherwise stated

5.2 Payment Terms

• Deposit: 50% deposit required upon order confirmation
• Balance: Remaining 50% due before delivery or collection
• Accepted payment methods: Bank transfer, credit/debit cards, PayPal
• Payment must be received in cleared funds before delivery

5.3 Late Payment

If payment is not received by the due date, we reserve the right to suspend work and charge interest on overdue amounts at a rate of 4% above the Bank of England base rate.

6. Production and Lead Times

Lead times vary depending on the complexity of the project and current workload:

• Standard custom pieces: 6-12 weeks from deposit
• Complex bespoke projects: 12-20 weeks from deposit
• Small repairs/restorations: 2-4 weeks from deposit

Estimated completion dates are provided in good faith but are not guaranteed. We will notify you of any significant delays. Delays do not entitle you to cancel the order or refuse delivery unless the delay exceeds 8 weeks beyond the estimated completion date.

7. Design Changes and Modifications

• Minor design changes can be requested before production begins
• Changes requested after production has commenced may incur additional charges and extend lead times
• All change requests must be submitted in writing and confirmed by us
• We cannot guarantee that all requested changes are technically feasible

8. Materials and Workmanship

8.1 Quality Standards

We use high-quality materials and traditional craftsmanship techniques. However, as our products are made from natural wood:

• Natural variations in grain, color, and texture are normal and desirable characteristics
• Minor knots, grain patterns, and color variations are not considered defects
• Wood may expand, contract, or slightly warp with changes in humidity and temperature

8.2 Material Selection

We will make reasonable efforts to source materials matching your specifications, but exact matches cannot always be guaranteed for natural materials.

9. Delivery and Collection

9.1 Delivery Options

• Local Delivery: Available within 50 miles of West Georgeport
• UK Delivery: Arranged through professional courier services
• Collection: Available from our workshop by appointment

9.2 Delivery Charges

Delivery charges are calculated based on distance, item size, and complexity. Quotes are provided before order confirmation.

9.3 Delivery Responsibilities

• You must ensure adequate access for delivery at the specified address
• You are responsible for checking items upon delivery and noting any damage on the delivery note
• Risk passes to you upon delivery or collection
• We are not responsible for delays caused by incorrect delivery information or access issues

9.4 Failed Delivery

If delivery cannot be completed due to circumstances within your control, you may be charged for re-delivery and any storage costs incurred.

10. Inspection and Acceptance

• Items are deemed accepted if no complaints are made within 48 hours of delivery
• We cannot accept responsibility for damage or defects reported after this period
• Photographic evidence may be required for damage claims

11. Warranty and Guarantees

11.1 Workmanship Warranty

We warrant that our furniture is free from defects in workmanship for a period of 12 months from delivery, subject to:

• Proper use in accordance with care instructions
• Normal wear and tear excluded
• Damage from misuse, accidents, or modifications excluded
• Natural wood characteristics excluded

11.2 Warranty Claims

To make a warranty claim:

• Contact us within 7 days of discovering the defect
• Provide photographic evidence and order details
• We will assess the claim and determine appropriate remedial action
• Our liability is limited to repair or replacement of defective items

12. Cancellations and Returns

12.1 Consumer Right to Cancel

For consumer customers (not businesses):

• You have the right to cancel within 14 days of order confirmation for standard items
• Custom/bespoke furniture: As these are made to your specifications, the right to cancel does NOT apply once production has commenced
• To cancel, send written notice to bilelia@hotmail.com

12.2 Cancellation by Customer

• Before production starts: Full refund minus 15% administration fee
• After production starts: Deposit is non-refundable; you may be liable for costs incurred
• After completion: No cancellation permitted; full payment required

12.3 Cancellation by Bilelia

We reserve the right to cancel orders in exceptional circumstances (e.g., material unavailability, force majeure). In such cases, we will provide a full refund of all payments received.

13. Refund Policy

Refunds are processed according to our Refund Policy (see separate document). In summary:

• Refunds for cancelled orders are processed within 14 days
• Refunds for faulty items are processed after inspection
• Refunds are made to the original payment method
• Deposit refunds may be subject to deductions for work completed

14. Limitation of Liability

14.1 General Limitations

To the extent permitted by law:

• Our total liability shall not exceed the total amount paid for the specific order
• We are not liable for indirect, consequential, or special damages
• We are not liable for losses arising from delays, except as specified in these Terms
• We are not liable for damage caused by improper use, installation, or maintenance

14.2 Consumer Rights

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any matter for which it would be illegal to exclude or limit liability

15. Care and Maintenance

To maintain your furniture in optimal condition:

• Follow the care instructions provided with your furniture
• Protect from excessive heat, moisture, and direct sunlight
• Clean with appropriate products for the finish type
• Use coasters, placemats, and protective pads
• Maintain stable humidity levels (40-60% relative humidity)

Failure to follow care instructions may void warranty coverage.

16. Intellectual Property

• All designs, drawings, and specifications remain our intellectual property unless otherwise agreed in writing
• You may not reproduce, modify, or create derivative works from our designs
• We may photograph completed pieces for marketing purposes unless you object in writing
• Website content, images, and logos are protected by copyright and trademark laws

17. Privacy and Data Protection

We process your personal information in accordance with our Privacy Policy and UK data protection laws (UK GDPR). By using our services, you consent to such processing. Please review our Privacy Policy for details on how we collect, use, and protect your information.

18. Website Use

18.1 Acceptable Use

You agree not to:

• Use the website for any unlawful purpose
• Attempt to gain unauthorized access to our systems
• Introduce viruses, malware, or harmful code
• Copy, reproduce, or distribute website content without permission
• Use automated systems to scrape or extract data

18.2 Website Accuracy

• We strive to ensure website information is accurate but do not guarantee completeness or accuracy
• Product images are for illustration; actual items may vary due to handcrafted nature
• We reserve the right to modify website content at any time

19. Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including:

• Natural disasters, fires, floods, severe weather
• Pandemics, epidemics, government restrictions
• War, terrorism, civil unrest
• Labor disputes, supplier failures
• Utility failures, transportation disruptions

In such cases, we will notify you as soon as practicable and make reasonable efforts to minimize delays.

20. Dispute Resolution

20.1 Complaints Procedure

If you have a complaint:

1. Contact us in writing at bilelia@hotmail.com with full details
2. We will acknowledge your complaint within 3 business days
3. We will investigate and respond within 14 days
4. If unresolved, we will work with you to find a mutually acceptable solution

20.2 Alternative Dispute Resolution

If we cannot resolve a dispute informally, you may refer the matter to:

• An appropriate alternative dispute resolution (ADR) scheme
• Citizens Advice Consumer Service for guidance
• Small Claims Court for claims under £10,000

21. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

22. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced with a valid provision that most closely matches the intent of the original.

23. Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. No waiver shall be effective unless made in writing and signed by an authorized representative.

24. Entire Agreement

These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Bilelia regarding the use of our services and supersede all prior agreements and understandings.

25. Assignment

You may not assign or transfer these Terms or any rights or obligations under them without our prior written consent. We may assign our rights and obligations to any third party without restriction.

26. Third-Party Rights

These Terms are for the benefit of you and us only. No third party has any right to enforce any provision of these Terms.

27. Amendments

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified Terms. Material changes will be notified to existing customers by email.

28. Contact Information

© 2026 Bilelia. All rights reserved.