Terms & Conditions
These Terms & Conditions apply to purchases made from Artemis London via [www.artemislondon.com](http://www.artemislondon.com) and related direct sales communications (including email and message-based order confirmations).
In these Terms, “I”, “me”, “my” refer to Artemis London / Theo Alexander Design Limited (trading as Artemis London). “You” / “your” refers to the customer.
By placing an order with me, you confirm that you have read and accepted these Terms.
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## 1. About Artemis London
Artemis London is a handmade furniture business creating solid wood furniture and related pieces, including made-to-order and bespoke items.
Business details (including contact email and company details) are shown on the website.
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## 2. Orders and Acceptance
2.1. Orders may be placed through the website and, in some cases, agreed directly by email/message for bespoke or custom work.
2.2. Your order is accepted when I confirm it in writing (including email), and/or when I begin work on your order, whichever happens first.
2.3. I reserve the right to decline or cancel an order before dispatch (for example, due to pricing errors, availability issues, duplicate orders, suspected fraud, or inability to fulfil the order). If payment has already been made, any refund due will be issued to the original payment method.
2.4. I may limit quantities purchased per person, household, or order where reasonably necessary.
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## 3. Product Descriptions, Handmade Nature and Natural Materials
3.1. Artemis London furniture is handmade. Because of this, and because I work with natural materials (especially solid wood), each piece will vary.
3.2. Product photos, videos, finish samples and descriptions are intended to give a fair representation of the item, but no two pieces of solid wood are identical.
3.3. Natural variations are part of the character of the furniture and are not faults. This includes (where applicable):
* grain pattern
* knots
* tonal variation / colour variation
* texture variation
* small character markings
* variation between boards/staves
* natural changes over time due to light exposure
3.4. Customers should expect a handmade finish and natural timber character rather than factory-uniform appearance.
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## 4. Solid Wood Characteristics and Wood Movement
4.1. Solid wood is a natural material and will respond to the environment it is placed in.
4.2. Changes in humidity, temperature, heating, sunlight, moisture and airflow can cause wood movement and movement-related changes, including (but not limited to):
* warping
* bowing
* cupping
* twisting
* checking
* cracking
* splitting
* ridging/movement at joins
4.3. Wood movement and environmental response are natural characteristics of solid wood and are not, in themselves, faults.
4.4. Movement-related issues caused or worsened by environmental conditions (including central heating, radiators, underfloor heating, direct sunlight, dry air, damp, air conditioning, extraction systems, or sudden temperature/humidity changes) are excluded as faults unless otherwise required by law.
4.5. You are responsible for following the care guidance on my Furniture Care page and for keeping the furniture in a suitable indoor environment.
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## 5. Furniture Care, Use and Customer Responsibilities
5.1. You agree to use and care for the furniture responsibly and in line with the guidance provided on the website, including the Furniture Care and Furniture Set-up & Safety pages.
5.2. You are responsible for:
* using the product on a suitable surface (firm and level where applicable)
* checking and tightening fittings periodically where relevant
* following assembly / installation guidance
* avoiding misuse, overloading, unsafe use, or improper modification
* protecting the furniture from avoidable heat, liquid and environmental exposure
5.3. I am not responsible for deterioration, damage or safety issues caused by misuse, incorrect assembly, over-tightening fittings, overloading, poor maintenance, or failure to follow care/setup guidance.
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## 6. Pricing and Payment
6.1. Prices are shown on the website and/or confirmed in writing for bespoke work.
6.2. Prices may change at any time before an order is placed. Once an order is accepted, the agreed price will apply unless a later change is requested by you.
6.3. Full payment may be required before dispatch/delivery unless otherwise agreed in writing.
6.4. If you request changes to an order after placing it, this may affect price, lead time and delivery timing.
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## 7. Made-to-Order and Bespoke Items
7.1. Many items sold by Artemis London are made to order. Some items are also bespoke/customised to your specific requirements.
7.2. For these Terms, a bespoke/customised item means an item made to your specific requirements beyond standard selectable options.
7.3. Selecting from standard options offered on the website (for example, from an existing size/finish/leg-style menu) does not automatically make an item bespoke for cancellation-law purposes.
7.4. Where an item is bespoke/customised, cancellation and refund rights may differ from standard items (see Section 10).
7.5. All orders placed through the Design Your Own Table page are treated as bespoke/customised orders unless I state otherwise in writing.
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## 8. Pre-Dispatch Photos and Pre-Delivery Approval (where offered)
8.1. For certain orders, I may send photos/videos before dispatch.
8.2. Where I offer a pre-dispatch review/approval stage, you may raise concerns before delivery and I will work with you to resolve them where reasonable.
8.3. If you cancel before delivery during an agreed pre-dispatch review stage, any refund due will depend on whether the item is standard, made-to-order, or bespoke/customised, and on the stage of work reached (see Section 10).
8.4. Any pre-dispatch review process offered by me is an additional customer service step and does not reduce your statutory rights.
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## 9. Delivery, Access and Inspection on Arrival
9.1. Delivery dates and lead times are estimates given in good faith. Delays may occur due to production, stock, courier schedules, traffic, weather or other factors outside my control.
9.2. I will keep you updated where there is a material delay.
9.3. You must ensure there is suitable and safe access for delivery, including clear pathways and sufficient space where placement/installation is requested.
9.4. Unless a paid set-up/installation service is agreed, items may require customer self-assembly and/or installation.
9.5. Please inspect your order as soon as reasonably possible after delivery.
9.6. If any item arrives damaged, defective, or with missing parts, please notify me as soon as possible and, where possible, within 72 hours of delivery, with clear photos/videos.
9.7. Signing for delivery does not remove your rights if goods are later found to be faulty, but prompt inspection and notification helps me resolve issues quickly.
9.8. I am not liable for consequential losses caused by delivery delays, to the extent permitted by law.
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## 10. Cancellations and Returns (Consumer Orders)
10.1. If you are a consumer buying online, you may have a legal right to cancel within the applicable statutory cooling-off period (subject to exclusions under law, including certain bespoke/personalised goods).
10.2. If you wish to cancel, you must notify me in writing (email is fine) and include your order details.
10.3. If you cancel after receiving the goods (and cancellation rights apply), you must return them in appropriate condition and take reasonable care of them.
10.4. If returned goods show handling/use beyond what is reasonably necessary to inspect them, I may make a deduction from the refund to reflect diminished value, as permitted by law.
10.5. Unless the goods are faulty or not as described, return costs are your responsibility after accepted delivery. I may offer a collection service at a quoted cost.
10.6. If outgoing delivery costs were included in your order, any refund of delivery charges will be handled in line with your statutory rights and the nature of the order/return.
10.7. Bespoke/customised goods may be excluded from cancellation rights where permitted by law.
10.8. If a bespoke/customised order is cancelled after work has started, I may retain or deduct a reasonable amount to reflect work completed, materials purchased/allocated, and project stage reached.
10.9. Nothing in this section affects your statutory rights in relation to faulty goods or goods not as described.
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## 11. Faults, Repairs and Remedies (Non-Guarantee / General)
11.1. If you believe an item is faulty, please contact me with your order details and clear photos/videos.
11.2. I may ask reasonable questions about the environment, use, assembly and care of the item to assess the issue.
11.3. Where a fault is confirmed, I may offer an appropriate remedy in line with your statutory rights and these Terms, including repair, replacement, part replacement, collection/inspection, refund (where appropriate), or another agreed resolution.
11.4. Where the issue is not a fault (for example natural wood variation, wood movement, wear and tear, or damage caused by misuse/environment), any repair, collection or courier support may be offered at my discretion and may be chargeable.
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## 12. 10-Year Structural Guarantee
### 12.1 Guarantee period and scope
Every piece I make is designed and built to last. As part of that commitment, I offer a 10-year structural guarantee from the date of delivery on the furniture I handcraft.
This guarantee covers structural failure arising from workmanship defects in normal domestic use, including (where applicable):
* joinery failure
* failure of structural fixings used in construction
* structural instability caused by a workmanship defect
* failure of welded steel leg frames supplied by me, where the failure is due to a manufacturing or workmanship defect
### 12.2 Remedies under the guarantee
Where a valid structural issue arises within the guarantee period, I will assess the piece and, at my discretion, repair, modify, refit, replace, or structurally remake the affected component or item.
Where appropriate, this may include workshop repair or workshop modification of the affected section rather than replacement of the full piece.
Where the issue relates to a component or part that can be replaced without remaking the full piece, I may provide and send a replacement part by post/courier (with fitting guidance where appropriate) instead of collecting or remaking the full item.
In some cases, I may require the original part/component to be returned before repair or replacement is carried out.
### 12.3 Collection and delivery costs (repairs/replacements)
For valid claims covered by this guarantee, I will cover reasonable collection and delivery costs required for repair or replacement, including standard courier delivery of replacement parts where applicable.
If inspection shows the issue is not covered by this guarantee (including natural wood movement, environmental conditions, misuse, accidental damage, or improper care), collection, return delivery, courier, and related workshop costs may be chargeable.
If you request expedited shipping or upgraded delivery services, any additional cost beyond standard delivery may be chargeable.
### 12.4 What is not covered
Because I work with solid wood, it is important to understand that wood is a natural material and will respond to its environment over time.
This guarantee does not cover natural wood movement, or movement-related changes caused by environmental conditions, including (but not limited to):
* warping
* bowing
* cupping
* twisting
* cracking / checking / splitting
where caused or worsened by:
* fluctuations in humidity
* dry air or central heating
* direct sunlight / UV exposure
* radiators, underfloor heating, or other direct heat sources
* air conditioning or extraction systems
* damp conditions or excess moisture
* sudden temperature changes
Natural timber movement is an inherent characteristic of solid wood and is not considered a structural defect.
This guarantee also does not cover:
* natural variation in grain, knots, texture, or tone
* colour change over time due to light exposure
* general wear and tear, surface marks, scratches, dents, stains, or finish ageing from use
* accidental damage, misuse, neglect, overloading, or improper care
* damage arising from modification, relocation, incorrect assembly, or use outside the intended setting
* issues resulting from failure to follow my furniture care guidance
### 12.5 Claims process
To assess a claim, I may request:
* proof of purchase
* clear photos and/or videos of the issue
* details of the environment and how the piece has been used
* reasonable access for inspection (in person or remotely)
Any repair or replacement will be limited to the structural issue covered under this guarantee and will not automatically restart the original guarantee period unless confirmed by me in writing.
This guarantee applies to the original purchaser and is intended for the original delivery/use location unless otherwise agreed in writing.
### 12.6 Statutory rights
This guarantee is provided in addition to your statutory rights. Your legal rights remain unaffected.
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## 13. Refurbished / Second-Hand Pieces (Where Listed)
13.1. Refurbished pieces are second-hand items and may show age-related character and imperfections consistent with prior use.
13.2. Where repairs, structural reinforcement or modifications have been carried out during refurbishment, these will be described where reasonably possible before purchase.
13.3. Hand-applied finishes, paint, wax and replacement hardware may vary slightly in appearance.
13.4. Refurbished items may be sold on an “as described” basis and may have specific exclusions or limitations clearly stated in the listing.
13.5. Refurbished items are not returnable for issues already disclosed before purchase, unless required by law.
13.6. Natural wear/deterioration after sale, misuse, improper care or environmental damage is not covered unless otherwise stated in writing.
13.7. Any additional warranty/guarantee for refurbished items (if offered) will be stated in the product listing or order confirmation.
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## 14. Website Content, Product Information and Availability
14.1. I aim to keep website content, pricing, images and product descriptions accurate and up to date, but occasional errors may occur.
14.2. I may correct errors, update product details, or amend website content at any time.
14.3. Product colours and finishes may appear differently on different screens/devices.
14.4. Website content is provided for general information and shopping guidance only and should be read together with the relevant product page, Furniture Care page and Set-up/Safety guidance.
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## 15. Acceptable Use of the Website
15.1. You must not misuse the website, interfere with its operation, attempt unauthorised access, or use it in a way that may harm the website or other users.
15.2. You must not copy, scrape, reproduce or republish website content for commercial use without permission.
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## 16. Third-Party Links
16.1. The website may contain links to third-party websites or services.
16.2. I am not responsible for the content, policies, or practices of third-party websites.
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## 17. Limitation of Liability (Important)
17.1. Nothing in 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 or fraudulent misrepresentation
* your statutory rights as a consumer
17.2. Subject to clause 17.1, I am not liable for indirect or consequential loss arising from use of the website, delivery delays, or use of products, except where caused by my breach of contract or negligence and where liability cannot be excluded by law.
17.3. I am not responsible for loss or damage caused by misuse, improper assembly, failure to follow care/setup guidance, environmental conditions affecting solid wood, or unauthorised modification of the product.
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## 18. Privacy and Customer Information
18.1. Customer information provided during checkout/ordering is handled in line with my Privacy Policy.
18.2. I may share necessary delivery details with delivery/courier partners for the purpose of fulfilling your order.
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## 19. Changes to These Terms
19.1. I may update these Terms from time to time.
19.2. The version in force at the time of your order will apply to your purchase unless a change is required by law.
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## 20. Governing Law and Jurisdiction
20.1. These Terms are governed by the laws of England and Wales.
20.2. Any disputes will be subject to the courts of England and Wales, except where consumer law allows you to bring proceedings in another part of the UK in which you live.
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## 21. Contact
For order, delivery, returns or guarantee queries, please contact me using the contact details listed on the website (including the Contact page and footer email address).