Terms and conditions

Whilst every effort has been made to portray items accurately both online and in print, slight variations may occur. All measurements quoted are close approximations and the reproduction of colours is as accurate as photographic and publishing processes will allow, and will be dependent on the settings of individual screens.

Timber, leather and stone, all being natural materials, will be subject to variations in tone, colour and texture. These natural markings are part of the materiality story. It is not possible to guarantee items will have a facsimile finish matched to items viewed in the showroom or featured on the website. The customer acknowledges that any characteristics and variations are not to be regarded as defects for the purposes of assessing whether or not the goods are of satisfactory quality or otherwise. Batch variation should be expected.

Lacquer finishes matched to customer supplied colour samples, or paint references, may achieve a match tolerance of +/- 10%. All custom colours are to be approved by the client, usually with physical samples. Customers should note that lacquer may present differently to emulsion swatch samples.

Natural discoloration can occur to lacquer finishes over time, which is part of the curing process. This natural process may be exacerbated when goods are positioned directly in UV light. PINCH is not responsible for the progression or development of this natural process.

Do not use chemical cleaning products or bleach on timber products as this will remove the protective layer of oil resulting in permanent discolouration. Timber products will be affected by temperature extremes, which can cause cracking or splitting, and it is the responsibility of the customer to maintain a consistent temperature to avoid such instances occurring. Timber colour will naturally vary with age and UV exposure.

Where batons are provided for hanging or fixing purposes, the final secure fixing and/or hanging is the responsibility of the purchaser.

As required by law in the U.K, our upholstery meets cigarette & match test – BS EN 1021-1:2006, BS EN 1021-1, 2006 & BS 5852 2006. Our upholstery also meets US requirement California TB 117 and we use a Schedule 3 FR inter-liner as standard on all products except the COM-upholstered Averys. We can also manufacture to meet crib 5 requirements upon request.

Customer Own Material incurs a handling charge to cover internal administration and transit. Any fabric import taxes and duties associated will be reinvoiced to the customer prior to goods being released.

Where a pattern matching service is required an extra fee will apply, and the customer is responsible for defining a brief on their facing, direction and placement requirement.

Whilst PINCH makes every effort to check fabric suitability on a small sample, performance of Customer Own Material across a full piece is not explored and may result in detail variation, and is therefore accepted at the customers' own risk. PINCH will advise when COM fabric requires knit backing, and the customer is responsible for providing finished fabric to us.

All Customer Specified Material is PINCH recommended and suitable for upholstery. Some of our designs require an additionally charged knit-backing process to maintain best shape, which will be set out in the quoted price.

PINCH House leather in tan is a pure aniline leather. As an untreated material, the leather may contain natural markings such as scarring, growth marks and differences in colouring. Such characteristics are not a reason for return and are considered part of the beauty of the product. PINCH House leather in black is semi aniline and therefore offers greater protection, however, natural discoloration can occur to leather finishes over time, which is part of the curing process. This natural process may be exacerbated when goods are positioned directly in UV light. PINCH is not responsible for the progression or development of this process, and advises that leather goods are not placed in direct sunlight. Similar considerations should be taken into account for any Customer Own Leather supplied.

PINCH advises required meterage based on standard plain 140 cms width fabric. When providing Customer Own Material, it is the customer's responsibility to ensure the meterage is appropriate and interpreted according to pattern, dimension and quality.

In order to guarantee standard lead-times, COM fabric should be received by PINCH within two weeks of the 50% deposit payment being made. Where fabric is received later than two weeks after, the delivery date will be recalculated and reconfirmed upon receipt.

Due to the nature of upholstery, dimensions will vary. Please allow for a tolerance of +/- 3cm when space planning.

All PINCH lights are for indoor use only. They are constructed using natural fabrics and materials and can therefore change colour with age and with exposure to UV. As a handmade piece, each light is unique and variations to its shape and form will occur. We recommend that all PINCH lights are installed by a qualified electrician. Installations must be completed, and metal lighting fittings earthed in accordance with the current, local wiring and building regulations.

Whilst our designs are conceived and produced for domestic use, some lines have been specifically tested for commercial use, and/or are suitable for specification in a non-domestic environment (for example all our upholstery). Where your project requires modifications for contract use, please discuss requirements with our sales team. We make with a serious commitment to quality, and our goods are extensively quality inspected prior to dispatch, with care guides made available for each product type. It is the responsibility of our customer to inform themselves on the care instructions and to follow the guidelines to ensure product longevity. We are confident our products will meet your expectations for so long as they are appropriately installed, maintained and exposed to sensible domestic usage. Our product warranties extend only to items where there is a proven loss of structural integrity.

We guarantee the following warranty on our products under reasonable usage, valid from the date of product issue to the original purchaser:

Upholstered pieces; Framework; guaranteed warranty of a lifetime. Springs, cushions and legs; guaranteed warranty of 24 months.

House Leather; guaranteed warranty of 24 months.

CSF fabric; warranty provided by original supplier.

COM fabric; warranty provided by original supplier, responsibility of procurer.

Cabinetry pieces: wooden beds, timber tables, chairs, storage units and PU lacquer finished product; guaranteed warranty of 24 months.

Lighting: Shades and electrics; guaranteed warranty of 24 months.

Please note that ex- display pieces are not covered by warranty.

We price and accept payments in British pound sterling (GBP). Prices are set out on our website and price lists, and reference VAT at the current rate. We reserve the right to alter prices at any time. All product prices are quoted ex-delivery, ex-international taxes, and ex-shipping and crating.

Product prices detailed in the company’s quotation estimates will remain firm on all contracts and orders confirmed for purchase within 30 days (or as otherwise agreed). Product and delivery prices on proforma remain firm for 14 days. Third party delivery estimates may need to be revised outside of the 30 day quote validity period.

Stock order items will be accepted and allocated on receipt of 100% of the total value. Orders which are made-to-order will be accepted and processed on receipt of a 50% deposit, with the remainder due two weeks prior to the goods being advised as ready for delivery or collection. Due to space constraints, goods can be held, free of charge, for up to one week beyond the advised completion date. Should additional storage time be required, our team can arrange external storage on the customer’s behalf and charges calculated on the cubic meterage and time period required will be invoiced prior to release.

Preferred payment method is BACS. Please ensure the invoice number and customer name is referenced. Payment details can be found at the base of the invoice paperwork; HSBC account for UK customers, and WISE account for our international customers. The contract of sale sits between PINCH Design Ltd, and the commissioning person, persons or company on the Sales Order and Invoice.

The customer is responsible for all bank charges on all transactions including international bank transfers, VAT refunds and returned product refunds where applicable, and any outstanding charges will be deducted from the refund/final payment. Balance payments are due at the point of order completion.. Any delay to requests for balance payment will incur interest at 2.5% per month after 2 weeks of notification. VAT Refunds can only be processed within 3 months of a stock item being issued and 6 months of issue of a made-to-order item.

The company will make every effort to carry out the terms of the contract but no liability will be accepted for orders or deliveries delayed or suspended as a result of any Act of God, war or civil unrest, flood, strikes and lockouts, breakdowns, accidents, government control or restriction of supplies for industry, or any other industrial action or contingency beyond the control of the company directly or indirectly preventing or delaying the performance of this contract. In the event of any of the said contingencies arising, PINCH shall be entitled to suspend deliveries under the contract until the incident in question has ended. PINCH shall have the right to cancel your order (or any part of it) which has not yet been delivered and shall provide you with a full refund if it exercises this cancellation right.

In the event of a customer becoming insolvent or bankrupt, signing a Trust Deed, compounding their Creditors, or appointing a Receiver or Liquidator, PINCH may at their own option withhold all further deliveries of goods and resile from this contract, and any other contract between PINCH and the customer. In this event, PINCH is without liability in respect of such a withholding of deliveries or resiling and, without prejudice to any rights and claims the company may have against the customer in respect of deliveries already made.

The property of any goods supplied shall remain with the company until full payment for the goods is received.

Stock goods orders may be cancelled within 7 days from date of invoice issue/payment received, assuming goods have not been prepared for dispatch or specifically procured. Where stock orders are cancelled after 7 days of invoice issue, a credit note for the invoice value of goods will be raised to be held on account and used against future purchases.

Please note that you are entitled to cancel bespoke or made to order pieces within 5 working days after the deposit payment is received. Any fabric ordered and paid for on behalf of the customer will not be refunded. After 5 working days from invoice, a made to order commission cannot be cancelled.

Where the business accepts an order cancellation, any bank charges accrued at the point of original payment, or refunded payment will be debited from the final repayment.

The goods delivered will be in accordance with the details given on the official order acknowledgement, and accompanying drawings or any amendments agreed thereto. The customer is responsible for fully checking invoice and drawing details as final, and for errors that may occur with an order which is placed over the telephone but which is not confirmed in writing.

Made to order lead-times are indicated at the time of payment received, and will depend on the volume of orders, fabric status and production capacity at that time. Bespoke or custom order lead-times will be confirmed once all drawings and production details are agreed.

All large cabinetry and upholstery is blanket wrapped /plastic wrapped / foot protected, unless otherwise specified. If crating is required, this will be stated at time of purchase and is additionally charged. Smaller items will be cardboard boxed.

Due to space constraints, goods can be held, free of charge, for up to one week beyond the advised completion date. Should additional storage time be required, our team can arrange external storage on the customer’s behalf and charges calculated on the cubic meterage and time period required will be invoiced prior to release.

It is the customers’ responsibility to raise and declare any issues with access at the point of order, giving full details with regard to the site, specifying floor and any lift access. Customers must give consideration to adequate space to receive large items. Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room taking into consideration sloping roofs and items that might cause obstructions such as radiators. If on delivery day your orders cannot be delivered due to access restrictions, you remain liable for the balance 50% of the order value, initial delivery and any redelivery charges. We can arrange a full Access Check in advance at an additional cost.

Delivery costs are estimated according to specific locations, timings and form of delivery. Costs are calculated for ground floor delivery as standard, unless the customer advises otherwise. Delivery to some remote areas will be limited to certain days of the week. This will be advised at the date of order where possible. Where a customer requires specific logistics or requests amends, every effort will be made to accommodate, and should this require alternative handling, different costs may apply.

PINCH reserves the right to recharge any unexpected third party inflated delivery costs re-levied between the point of quote and a deferred or delayed instruction. Delivery estimates are valid for 30 days.

Deliveries are provided by third party shippers, which we will arrange on the customers’ behalf. The delivery times quoted are approximate and are subject to change prior to delivery. PINCH are not responsible for any transportation delays or quality issues with external companies. If a delivery is delayed, PINCH will endeavour to manage this for you, to give as much notice as possible, but do not accept liability for any consequential loss or inconvenience.

To avoid damage, PINCH does not deliver to an unfinished site. It is the customer’s responsibility to ensure the site is in a suitable condition to accept and protect products. Any requirement to deliver to an unfinished site will require prior agreement in writing, and any incurred damage is at the customer's risk. Where our delivery team finds the environment to be of risk, redelivery will require additional charges payable by the customer.

Any cancellation to scheduled deliveries must be advised by email 72 working hours prior. Failure to give advance notice may incur a cancellation fee.

If the installation team arrives at site to carry out the planned delivery and access is not granted, redelivery charges will occur. Additionally, if a delivery fails as a result of one of the following reasons, redelivery fees will be incurred:

• If we are provided with incorrect delivery information;
• If no one (over the age of 16) is available at the delivery address to receive the delivery within the agreed delivery slot; and
• Our delivery partners are unable to gain safe access to the delivery address.

Company paperwork will accompany all delivered/collected goods. In signing the paperwork the customer or handler acknowledges the goods are now the responsibility of the consignee. Once signed for, it is assumed that the goods are fully checked over and accepted. In the unlikely event that your order arrives damaged, please email operations@pinchdesign.com. The consignee has 48 hours to notify PINCH in writing of any concerns. After this time PINCH cannot be held responsible for any damages to the goods. In case of damage please photograph for record, and retain all packaging and email enquiries@pinchdesign.com including the relevant imagery and referencing the Sales Order number so our team can work quickly on how best to rectify any issues.

In pre-approved cases where the customer or the customer’s shipper collects directly from PINCH, the customer or customer’s shipper shall sign for receipt of goods upon collection acknowledging perfect condition, unless otherwise noted. PINCH does not accept claims for damage resulting from storage by the customer or storage by another company on behalf of the customer, notified after 48hrs of delivery. Any damage to the piece once it has left the PINCH warehouse, workshop or showroom, is then the responsibility of the customer/customer’s shipper/storage company.

Most goods are held off site at our warehouse. Where customers wish to collect small goods from our shop or studio, and this is pre agreed, delivery costs to the shop/studio may apply. Where customers are collecting from our studio, vehicle restrictions apply and the largest vehicle that can be accommodated is 3.5 tonne. Any crated goods collected directly from PINCH will require a two-man collection, with tail lift.

Shipping excludes all local taxes, charges and duties.

The failure of PINCH to deliver any of the goods shall not invalidate the contract as to the remainder of the goods. The company shall be entitled to, and the customer shall be bound to, complete the contract so far as it concerns the remainder of the goods. In the unlikely event that a dispatched item does not meet our strict quality control checks and a remake is required, PINCH will make every attempt to expedite the remake to fit into the pre-agreed schedule, however, this is inevitably determined by COM/COL or paint/lacquer availability and the lead time for production will resume once replacement materials are arranged. Where goods are damaged in transit, outside of the control or liability of PINCH, we will support the shipper to identify and carry out a solution as quickly as possible.

All bespoke, customised and made to order pieces are non-refundable and non-returnable.

Stock goods may be returned within 14 days of issue and may be accepted if goods are returned fully intact, unused, and in their original packaging i.e. deemed to be in resalable condition. This must be agreed with PINCH in writing in advance of a return. As our stock is held off site in dedicated warehouse spaces, return delivery will be co-ordinated with our operations team and items cannot be returned to the shop unless explicitly pre-approved. Where customers have requested white glove installation, it is their responsibility to ensure all packaging is retained undamaged. Once the item has been returned and has passed the necessary quality checks, a credit note or refund will be issued for the cost of goods, less all delivery costs and accrued bank charges. A 20% restocking fee will be levied on goods that meet the terms and conditions as specified above, to cover administration and logistical management of returned stock.

Ex-display products, by their nature, may have cosmetic damage. We take all reasonable care to ensure that all details about a product’s condition are correct and current, however goods are bought as seen and are non-refundable.

We regret that we cannot accept international returns.

If you need to speak to our team for guidance on returns please call +44 (0) 207 622 5075 with your order number to hand.

In the event of an exchange for an alternative PINCH product, the original order will be accepted back by the sales team only if the item is confirmed as being in perfect condition with original packaging fully intact. On receipt of initial goods, the original invoice will be credited, and a new invoice will be issued for the second item, including delivery charge for the collection and delivery of the original item back to the PINCH warehouse.

Credit notes are valid for 12 months from date of issue, after which they will expire. It is the customer’s responsibility to redeem the credit note prior to the expiry date. Credit notes are non redeemable, non transferable and non-refundable.

In the unlikely event that your PINCH product is damaged on delivery or installation, PINCH reserves the right to repair it before offering a replacement item.

In the event of damage to your item in transit, PINCH will advocate on behalf of the customer in communication with the third party delivery company and will attempt to resolve the issue as quickly and efficiently as possible.

If your PINCH product is damaged within your home by accident or customer misuse (including cleaning products and processes outside of our care guidelines) PINCH may be able to offer repairing/refinishing services at a cost agreed upon consultation. Please email operations@pinchdesign.com with imagery, context and the original order number when enquiring about a repair.

Any repairs undertaken by an outside supplier / third party will result in the voiding of the PINCH warranty unless expressly agreed in writing with the PINCH production team.

All intellectual property rights on our products, designs, working drawings and on our website are and will remain the property of PINCH DESIGN LTD and should not be shared with or commissioned to any third party. Any infringements will be pursued vigorously.

Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of PINCH. You may not modify, distribute or re-post anything on this website for any purpose.

The customer is responsible for notifying PINCH of any regulations that their purchased items must comply with (that are not British standard). The responsibility of ensuring all local territory regulations are met sits entirely with the customer.

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