Who we are
We are Sorrell & Smith Ltd, company number 14373414
Sorrell Farm, Meadow Lane, Wickford, Essex, SS11 7DY
Shipping & Delivery Policy:
We aim to deliver all items within 1-2 business days. Small items are shipped via royal mail or Parcelforce, while larger items will be sent via private courier
Terms & Conditions and Refund / Return Policy:
We love our tables and we do all we can to ensure you buy the one that’s right for you – so if you have any questions before you purchase, just get in touch. We’ll be happy to send you more photos, or answer any questions you have, as we’d much rather our customers were sure about a purchase, instead of rushing in.
However, if you do purchase a table that’s not right for you, you can return it within 14 days of delivery. This will be subject to a collection charge based on your location. Charges start from £100, but will not exceed £800. As long as the table is in perfect condition, you will receive a full refund for your order. We will complete any collections and process refunds within 28 days.
If you love your table but experience any issues after delivery, just call us or email, and we’d be happy to help.
Due to the bespoke nature of our products, we can only accept returns on items if they are faulty.
Deposits for bespoke orders are non-refundable.
When purchasing in-stock items from our store, these can be returned within 14 days but buyer is to pay return shipping.
The following terms and conditions explain what you should expect when buying and owning our products.
Terms of Purchase
Confirming Your Order
An order is confirmed upon receipt of 30% deposit payment of the sales invoice. If any non-standard payment terms are agreed for special orders, they will be noted on the sales invoice. Because we custom build every order to each customer’s specifications, we do not start the manufacturing process until the agreed payment has been received. Regardless of the terms, payment in full is due prior to delivery.
Order Details
It is our top priority that your order at least meets, if not exceeds, your expectations. During the sales process there may be many emails and conversations to reach an agreed specification. Therefore it is important that any and all notes, relating to any details that are important to you, are included on the sales invoice to ensure they transfer from the sales process to the production process.
If no special notes are included on the sales invoice then your product(s) will be made in accordance with our normal specifications as detailed below.
30 Day Guarantee
All of our products come with a 30 day Guarantee. This is over and above the requirements of the Bespoke Product classification within The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If a product is received with aesthetic damage or and structural fault, we will carry out the repair and return to you. If it cannot be repaired using standard production methods that would be used in making a brand new product, we will replace the affected part or component.
These terms, along with our sales process and hundreds of photos and descriptions across our website, attempt to set expectations as accurately as possible of how your natural furniture may look. There is a broad spectrum of timber appearance and, where there are any special requirements noted on the sales invoice, we will always try to achieve your specification as closely as practicable. 2 piece and 3 piece table tops use the widest pieces of timber from a tree and therefore give us the smallest degree of choice in their appearance.
If you have any aesthetic issue which is due to the unpredictable nature of the natural timber product, a like-for-like replacement may not guarantee avoiding the same issue. In this situation a change of spec may be required to achieve your requirements.
The limits or predictability of natural timber products include the frequency and size of knots and cracks (dictated by the timber grading), consistency of colouring between table top pieces and the waviness, angle and colours of a live edge.
If you are concerned or have any specific needs relating to any of these natural variations in the timber of your table, or the production process outlined below, please ensure your requirements have been included in your sales invoice or otherwise please contact your sales representative before confirming your order so we can account for your needs and set expectations accurately.
Lead Time
We will provide you with a target delivery month at the time of order. This is an estimated lead time based on payment being received within 48 hours of the invoice date, plus current known lead times on all materials and parts at the time of order.
The order lead time is also based on full and complete product specification. Items that are critical to lead time include dimensions, configuration (number of pieces), edge style, material type, upholstery colour. Once the final critical details are confirmed, the order lead time starts from that date.
Timber colours should be confirmed within 2 weeks of the order being confirmed to prevent any affect on lead time.
Please note – we are unable to provide full or partial refunds or compensation for delayed deliveries, but this is an extremely unlikely occurence.
Sorrell & Smith 2 Year Wood Movement Warranty
As natural timber products acclimatise to their surrounding environment, there can sometimes be changes in the material and this is called Natural Wood Movement. We take multiple measures in the design of our products, material sourcing, material preparation and our production processes to minimise the chances of you experiencing any noticeable issues.
But because it is impossible to completely eliminate the risk of natural wood movement in any environment, our tables come with a Wood Movement Warranty for your peace of mind.
Wood Movement normally occurs when there is a change in the surrounding environment. The timber begins acclimatising from the moment the tree is felled and continues to adapt to its environment, through the seasoning and production processes, up to the point where it has been in your home for a full 12 months. At that point it has experienced the full 12 month cycle of varying temperature, humidity and sunlight that it will be exposed to in your home environment.
During this first 12 months you may notice temporary changes in the timber (cracks opening and closing for example) as the timber expands and contracts. At the end of the initial 12 months once the timber has settled, if there are any noticeable or practical issues as a result of the wood movement, please get in touch with photos for us to assess.
Duration of Warranty Cover
You have up to 24 months from receiving your order to notify us of any wood movement issues you would like us to address. After 24 months, any refurbishment work we carry out will be quoted at our labour and material rate at that time.
The likelihood of wood movement significantly reduces after the initial 12 months in your home, so we strongly recommend waiting at least 12 months before having any refurbishment work carried out, as any further movement after the warranty service will not be covered by the warranty.
Refurbishment work can take between 4-8 weeks from collection to re-delivery depending on the nature of the work. We do have some courtesy dining tables available so let us know if you need one when arranging the work.
What is Not Covered by the Warranty
This warranty does not cover wear and tear, staining or marking, refinishing, accidental damage or any other changes in the timber’s appearance that are not a result of wood movement. However we can help with any of these issues so please get in touch with photos for a quotation.
If you have any questions or would like to get in touch regarding warranty work, please contact our customer service team at:
Email: [email protected] / Call: 01245 79 0182
Non-UK Orders
If you are purchasing a table destined for outside mainland UK, we will honour our warranty to any address in mainland UK. That means you are responsible for the transportation of the table to and from the UK mainland, we will be responsible for any collection, remedial work or re-delivery within the UK mainland.
Cancellations
If an order is cancelled after the production process has started, depending on the stage of production, Sorrell & Smith Ltd reserves the right to retain up to 50% of the order value.
Postponements
If you need to postpone delivery of your order, please let us know as soon as possible.
If materials have been ordered but production is not underway, we can store your materials until you confirm when you will be ready and there will be no charge for storage. Once you confirm your “ready from” date, please allow 8-12 weeks for us to make and deliver your order.
If production is complete but you are unable to accept delivery of an order, we will store your completed order until you are ready for delivery and there will be no charge for storage. If production is already underway when you postpone your delivery then it will usually need to be completed to avoid additional production costs.
It’s important that you are aware of the potential affects of storing completed products; Natural timber tops are subject to movement and shrinkage as they acclimatise to their surroundings (see more on this below). Our table legs and bases are designed to mitigate and minimise the effects of wood movement when the top is fastened down to its legs / base in your home.
However, we do not have the facility to store tables fully assembled. So completed solid wood tops in storage are more susceptible to a greater degree of wood movement than fully assembled tables.
If your stored top(s) does experience movement whilst in storage (such as shrinkage, twisting or cracking) , we can carry out a refurbishment of your woodwork before delivering your order. Please be aware that this refurbishment will utilise the one-time warranty refurbishment that comes with each table.
Refurbishment work can result in some material loss / dimension reduction. If the degree of material loss, due to excessive movement in storage, is unacceptable to you then Sorrell & Smith will provide a quotation to cover the cost of replacing any necessary material to achieve your minimum required dimensions.
Please allow 4-6 weeks for any refurbishment work to be completed before your delivery.
By purchasing a table from Sorrell & Smith (Sorrell & Smith Ltd) you accept these terms and conditions of the sale agreement. If you would like any further info about any of these terms and conditions before purchasing please contact us at [email protected].