Purchase Options Cancellation Policy

This policy applies only to orders placed using a purchase option offered by Hampton Row, including pre-orders, deposits, part-payment arrangements and deferred-payment orders.

Orders paid for in full as ordinary one-time purchases are also subject to our main Purchase & Returns Policy.

Nothing in this policy affects your statutory consumer rights.

Pre-Orders for Standard In-Stock Products

A pre-order allows you to reserve a standard product before it is ready for delivery.

Unless the product is made to order, bespoke or personalised, you may request to cancel a standard pre-order at any time before it is dispatched.

Where cancellation is accepted, any payment already collected for the cancelled item will be refunded to the original payment method.

Once the product has been dispatched, the cancellation and return terms in our Purchase & Returns Policy will apply.

Made-to-Order and Bespoke Purchase Options

Products identified as made to order, bespoke, customised or personalised are manufactured, sourced or configured specifically for the customer.

These products may include:

• Pergolas

• Made-to-order sofas

• Bespoke sizes or configurations

• Custom fabrics, colours or finishes

• Specially ordered furniture

• Products altered to the customer’s requirements

Once Hampton Row has accepted a made-to-order or bespoke order, it cannot normally be cancelled because the customer has changed their mind.

This applies whether the customer has paid:

• The full purchase price

• A deposit

• An initial part payment

• Through a deferred-payment arrangement

• Through another purchase option

Paying only a deposit or initial payment does not make a bespoke order cancellable and does not release the customer from any remaining payment obligations connected with the accepted order.

Before placing the order, customers must check all measurements, colours, materials, finishes, product options, access requirements and specifications carefully.

Cancellation Requests for Bespoke Orders

Hampton Row may, entirely at its discretion, consider a written request to cancel or amend a bespoke order where manufacturing, supplier ordering, material allocation or other work has not yet begun.

Hampton Row is not obliged to accept such a request.

No cancellation or amendment is confirmed unless Hampton Row provides written confirmation.

Where a discretionary cancellation is accepted, Hampton Row may retain or deduct reasonable costs and losses already incurred as a direct result of the order or cancellation. These may include:

• Supplier cancellation charges

• Materials already ordered or allocated

• Design or planning work

• Manufacturing costs

• Administration costs

• Delivery or installation arrangements

• Other reasonable costs directly connected with the order

Any amount retained will be proportionate to the reasonable losses incurred. Hampton Row will not automatically retain more than is reasonably necessary to cover those losses.

Deposits and Part Payments

The amount payable when the order is placed and the remaining payment schedule will be displayed at checkout or confirmed in the customer’s quotation or order confirmation.

By completing a deposit, part-payment or deferred-payment purchase, the customer agrees to pay the remaining balance in accordance with the payment schedule shown when the order is placed.

Unless Hampton Row confirms otherwise in writing:

• A deposit forms part of the total purchase price

• A deposit does not reserve a general right to cancel

• Remaining payments must be made by their stated due dates

• Delivery or installation may be withheld until cleared payment has been received

• Failure to make an agreed payment does not automatically cancel the order

Where permitted by the purchase option selected at checkout, the customer authorises Hampton Row or its payment provider to collect the remaining payment from the payment method provided on the dates and for the amounts disclosed when the order is placed.

Recurring Payments

Unless a product is expressly described as a subscription, Hampton Row purchase options do not automatically renew indefinitely.

Where a recurring subscription is expressly offered, its price, billing frequency, minimum commitment and cancellation arrangements will be displayed before purchase.

A subscription may be cancelled through the customer account where that option is available, or by contacting Hampton Row.

Cancelling a subscription prevents eligible future renewal charges. It does not automatically cancel or refund an order that has already been processed, manufactured or dispatched.

Estimated Production and Delivery Times

Any production, delivery or installation timescale provided for a pre-order, made-to-order or bespoke item is an estimate unless Hampton Row has expressly guaranteed a specific date in writing.

Estimated timescales may change because of circumstances including:

• Material, fabric or component availability

• Supplier or manufacturing schedules

• Quality-control requirements

• Hand-finishing processes

• Shipping or customs disruption

• Courier or installation availability

• Adverse weather

• Circumstances outside Hampton Row’s reasonable control

Where a meaningful delay occurs, Hampton Row will make reasonable efforts to provide an updated estimated timescale when reliable information becomes available.

A change to an estimated production, delivery or installation date does not, by itself, make a made-to-order or bespoke purchase cancellable.

This does not restrict any rights the customer may have where Hampton Row fails to deliver within an expressly agreed essential deadline, cannot fulfil the order or otherwise breaches the contract.

Changes to an Order

Requests to change the size, colour, fabric, finish, configuration, delivery address or other order details must be made in writing as soon as possible.

Changes are subject to Hampton Row’s approval and may not be possible once products, materials or manufacturing have been ordered or started.

An approved change may result in:

• An additional charge

• A revised payment schedule

• A longer estimated lead time

• A revised delivery or installation date

No requested change is agreed until Hampton Row confirms it in writing.

Cancellation by Hampton Row

Hampton Row may cancel a purchase-option order where:

• The product is no longer available

• The manufacturer or supplier cannot fulfil the order

• A pricing or product information error prevents fulfilment

• Payment cannot be authorised or collected

• The delivery or installation would be unsafe or unlawful

• The customer has provided materially inaccurate information

• Hampton Row cannot reasonably complete the order

Where Hampton Row cancels an order and the customer is not responsible for the cancellation, payments collected for the unfulfilled item will be refunded.

This does not limit any additional statutory rights or remedies that may apply.

Faulty, Damaged or Misdescribed Products

This policy does not restrict the customer’s rights where a product is faulty, damaged, unsafe, not as described or otherwise fails to meet applicable legal requirements.

Depending on the circumstances, the customer may be entitled to a repair, replacement, price reduction or refund.

Full details are provided in our Purchase & Returns Policy.

How to Request a Cancellation

Cancellation requests must be submitted using one of the following methods:

Email: customerexperience@hamptonrow.store
Telephone: 0161 399 4029

Please provide:

• Your full name

• Your order number

• The product concerned

• The reason for the request

• Any relevant supporting information

A request is not approved until Hampton Row confirms the cancellation in writing.

Nothing in this policy excludes, restricts or replaces the customer’s statutory rights.