1. About Us

Home Story Living is a trading name of CWGA Limited, a company registered in England and Wales under company number 17375087. Registered office: 82A James Carter Road, Mildenhall, IP28 7DE, United Kingdom. Email: info@HomeStoryLiving.co.uk. References to "Home Story Living", "HSL", "we", "us" or "our" mean CWGA Limited trading as Home Story Living. References to "you" or "your" mean the customer purchasing as a consumer. These Terms are intended for customers purchasing wholly or mainly for private use; different terms may apply to trade or business purchases.

2. Our Furniture

Our furniture is handcrafted and manufactured to order in Britain. Depending on the product, you may select fabric or upholstery, timber or metal finish, size, configuration, cushion or filling options, and other finishes shown on the product page. The exact specification will be shown during ordering and confirmed in your Order Confirmation.

Made-to-Order Products — a product manufactured after your order using options from our standard ranges. Being manufactured after an order is placed does not by itself make a product legally bespoke or personalised for cancellation purposes.

Bespoke Products — a product genuinely manufactured or altered to an individual specification you requested, or clearly personalised for you, beyond our standard ranges (for example, non-standard dimensions or a specially sourced fabric or finish). Where a product is a Bespoke Product, we will make this clear during ordering or in your Order Confirmation.

3. Handmade Products, Materials and Finishes

Because our furniture is handcrafted and many materials are natural, small variations between products are normal — timber may vary in grain, colour and tone; fabrics may vary in texture or weave. Minor variations from hand manufacture are part of the character of individually produced furniture and are not necessarily defects. This does not permit us to supply furniture that fails to meet the agreed specification, is not of satisfactory quality, is not fit for purpose, or is not as described. Colours may appear differently depending on your screen; we recommend requesting a physical sample where colour or texture matters. Samples are representative but may vary slightly between manufacturing or dye batches.

4. Dimensions

Dimensions are shown on the product page or your order specification. Small manufacturing variations may occur given handmade construction and compressible materials, but must not materially alter the product or its agreed specification. Where furniture is made to measurements you supply, you are responsible for their accuracy; where we take measurements as part of an agreed measuring service, we remain responsible for that service.

5. Product Safety

We manufacture and supply in accordance with applicable UK product safety requirements, including the Furniture and Furnishings (Fire) (Safety) Regulations 1988, as amended. Furniture should be used for its intended domestic purpose in line with any care or safety information supplied.

6. Placing an Order

Submitting an order is an offer to purchase. An automatic acknowledgement email does not necessarily mean we have accepted your order. A contract is formed when we send an Order Confirmation confirming acceptance, following successful payment. Your Order Confirmation sets out the products, specification, price and delivery arrangements forming your contract. If we cannot accept your order, we will tell you and refund any amount taken.

7. Changes to Your Order

Check your specification carefully before ordering. Contact info@HomeStoryLiving.co.uk as soon as possible if you wish to change an accepted order; we cannot guarantee a change once materials are ordered or manufacturing has begun. We will not make a material change to your agreed specification without your agreement.

8. Prices

All prices are in GBP. The total price shown or communicated to you before ordering is the price payable. Any mandatory delivery or other unavoidable charge is either included in the displayed price or calculated and shown before you're bound by the order — we will not add an undisclosed mandatory fee afterwards.

VAT — we are not currently VAT registered, so VAT is not added to our prices. If this changes, pricing for new orders will be updated as required by law; this will not affect the price of an existing confirmed order except as the law requires.

9. Payment

Payment is processed via our authorised payment provider (Stripe). We do not receive your complete card details. We will not impose a prohibited surcharge for using an eligible consumer card or protected payment method.

10. Pricing or Website Errors

If we discover an obvious pricing or specification error before accepting your order, we'll contact you with the opportunity to reorder correctly. If discovered after acceptance, we will not simply impose a higher price or different product on you; where we genuinely cannot fulfil the contract, we will contact you promptly and refund any amount paid.

11. Delivery Areas

We deliver to eligible mainland UK addresses unless stated otherwise; any restrictions will be made clear before you order.

12. Delivery Times

Our normal anticipated production and delivery period is approximately 8–10 weeks from Order Confirmation, unless stated otherwise. We will use reasonable efforts to deliver within an agreed period, and will contact you as soon as reasonably possible about any significant delay. Your statutory rights regarding late delivery (including the right to specify an additional reasonable period, or cancel where delivery is essential or refused) are not affected by these Terms.

13. Delivery and Installation

Our delivery service is described at checkout or elsewhere on the site before ordering. We may use specialist third-party delivery/installation partners acting on our behalf; this does not remove our responsibilities to you.

Access — you're responsible for checking the furniture will fit safely through your access route (door widths/heights, corridors, stairs, lifts, tight corners, parking/loading restrictions) before ordering. Contact us first if unsure. If delivery fails because access information you supplied was materially incorrect, we may need to arrange redelivery and may ask for a reasonable additional charge reflecting actual extra costs, agreed with you first.

14. Failed Delivery and Storage

You must make reasonable arrangements to accept delivery on an agreed date. If delivery fails due to circumstances within your control, we'll arrange another delivery and may charge reasonable additional costs actually incurred. We will not charge you where the failure is our error or our delivery partner's.

15. Risk and Ownership

We remain responsible for goods in transit. Risk passes to you on physical receipt. Ownership passes once we've received payment in full.

16. Cancellation and Change of Mind

Our additional 48-hour cancellation period — for any order, whatever the product type, you can cancel free of charge within 48 hours of your Order Confirmation for a full refund. This is additional to, and does not replace, any statutory right below.

Made-to-Order Products — where your product does not fall within the legal bespoke exemption (i.e. it's configured from our standard fabric, timber and size ranges), you have the standard statutory right to cancel without giving a reason within 14 days of receiving your goods, under the Consumer Contracts Regulations 2013. Contact info@HomeStoryLiving.co.uk to cancel; no particular wording is required. Furniture can't normally be returned by post — where you're responsible for return costs, we'll confirm this before you order.

Bespoke Products — where genuinely made to your individual specification beyond our standard ranges, the 14-day change-of-mind right does not apply once our 48-hour period has passed, under the bespoke goods exemption in the Consumer Contracts Regulations 2013. We will make clear where a product is being treated as Bespoke. This restriction applies only to change-of-mind cancellation — it doesn't affect your rights for faulty, damaged, unsafe or misdescribed goods.

17. Returns Following Statutory Cancellation

Where you cancel under a statutory right, take reasonable care of the furniture while it's in your possession; we may deduct from your refund if its value has been reduced through handling beyond what's reasonably needed to examine it. Refunds are processed within the periods required by consumer law.

18. Faulty, Damaged or Incorrect Products

Nothing here limits your rights under the Consumer Rights Act 2015 — furniture must be of satisfactory quality, fit for purpose, match its description, and (where applicable) match any sample. Please inspect furniture on delivery; if there's visible damage or an obvious problem, we ask you notify us preferably within 48 hours at info@HomeStoryLiving.co.uk with photos where possible. This 48-hour request is not a legal deadline and does not reduce your statutory rights if you contact us later. Depending on circumstances, your remedies may include the short-term right to reject, repair, replacement, a price reduction, or a final right to reject and refund. Where we're responsible for a fault, we bear the reasonable costs of the remedy, including collection or redelivery.

19. What Is Not Normally a Fault

Timber grain variation, natural markings, shade differences, fabric pile movement, normal settling of fillings, and minor hand-finishing differences are not necessarily faults — but we won't rely on this if the product fails to meet the required quality, description or specification. Damage from misuse, accidental damage, inappropriate cleaning, or ordinary wear and tear is not a manufacturing defect.

20. Customer-Supplied Information

Where furniture is made to measurements or specifications you supply, you're responsible for their accuracy; we remain responsible for correctly following the agreed specification. We may decline material we reasonably believe is unsuitable or unsafe.

21. Events Outside Our Control

Where circumstances outside our reasonable control (serious transport disruption, fire, flood, extreme weather, supplier disruption, industrial action, governmental restriction) affect your order, we'll contact you and take reasonable steps to minimise the impact. This doesn't remove any statutory right to cancel or refund where delivery is excessively delayed.

22. Complaints

Contact info@HomeStoryLiving.co.uk with your order number; we'll acknowledge and investigate within a reasonable period. Nothing here prevents you exercising your statutory rights or bringing proceedings before a court.

23. Our Responsibility to You

We're responsible for foreseeable losses resulting from our breach of these Terms or failure to use reasonable care and skill. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, breach of your statutory rights, or any liability that cannot lawfully be excluded.

24. Personal Information

We use personal information per our Privacy Policy and applicable data protection law.

25. Transferring Our Rights

We may use manufacturers, delivery companies and subcontractors to perform parts of our contract without reducing our responsibility to you.

26. If Part of These Terms Is Invalid

Each section operates separately; if one is found unlawful, the rest continue to apply.

27. Delay in Enforcing These Terms

If we don't immediately enforce a right, we haven't given it up.

28. Changes to These Terms

We may update these Terms; the version provided when your contract was formed applies to your order. We won't retrospectively change an existing contract by updating the website.

29. Governing Law and Courts

These Terms are governed by English law. If you live in England or Wales, proceedings may be brought in the courts of England and Wales; if you live in Scotland, you may also bring proceedings in Scotland; if you live in Northern Ireland and we've agreed to supply you there, you may also bring proceedings in Northern Ireland. Nothing here removes mandatory consumer protections available to you.

---

What We Collect

When you place an order, request fabric samples, or contact us, we collect: your name, email address, phone number, delivery address, and details of your order or enquiry. If you make a payment, this is processed directly by Stripe — we do not see or store your full card details.

How We Use Your Data

We use your data to: process and fulfil your order, respond to enquiries and sample requests, and communicate with you about your order. We will only send you marketing communications if you've given us clear consent to do so, and you can opt out at any time.

Legal Basis

We process your data on the basis of: performing our contract with you (fulfilling orders), our legitimate business interests (responding to enquiries), and consent (marketing communications, non-essential cookies).

Who We Share Data With

We share data with trusted third parties only where necessary: Stripe (payment processing), our delivery partner (to arrange and complete delivery), Google Workspace (business email), Brevo (mailing list management and email delivery), and — where you have consented to advertising cookies — Meta Platforms Ireland Limited (advertising measurement). We do not sell your data to third parties.

How Long We Keep Your Data

We keep order and customer data for as long as necessary to fulfil our contractual and legal obligations (including tax and accounting requirements), typically no longer than 6 years after your last order, unless a longer period is required by law.

Your Rights

Under UK GDPR, you have the right to access, correct, or request deletion of your personal data, and to object to or restrict certain processing. To exercise any of these rights, contact us at info@HomeStoryLiving.co.uk. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk if you believe your data has been mishandled.

Cookies

We use cookies to make our website work properly. Essential cookies are required for core site functions (such as remembering items in your basket and your cookie choice) and cannot be switched off.

With your consent, we also use advertising cookies set by Meta Platforms Ireland Limited (the Meta Pixel) to measure the performance of our advertising on Facebook and Instagram and to show you relevant ads. These are only set if you accept them, and you can withdraw your consent at any time using the link below. We do not currently run any analytics cookies.

Meta acts as an independent controller for the data collected through the Pixel. You can read how Meta uses this data in its Privacy Policy.

Change your cookie preferences

Made-to-Order Furniture

Every item in the Home Story Living collection is manufactured after your order is placed. For our standard collection, you select from the sizes, fabrics, finishes and configurations offered by Home Story Living. Because these options form part of our standard range, your statutory cancellation rights may still apply when purchasing online, even though the furniture is manufactured to order.

Our 48-hour cancellation period — in addition to your legal rights, Home Story Living allows you to cancel your order for any reason within 48 hours of receiving your Order Confirmation, provided manufacturing has not progressed beyond a stage where cancellation has been expressly agreed otherwise. Where this applies, you will receive a full refund. This additional 48-hour policy does not reduce any cancellation rights you may have under UK consumer law.

Change-of-Mind Returns

For standard Home Story Living products purchased online that are not genuinely personalised or made to an individual specification, you will normally have the statutory right to cancel without giving a reason within 14 days of receiving your furniture. If you wish to exercise this right, contact us at info@HomeStoryLiving.co.uk. You must then return the furniture within the period required by law.

Furniture must be looked after while in your possession. You may inspect it as you reasonably would in a showroom, but we may be entitled to make a deduction from your refund if its value has been reduced through excessive handling, use or damage. Because our furniture is large and cannot normally be returned by post, specialist collection may be required. Where the law allows the direct cost of return to be your responsibility, the applicable cost or reasonable estimate will be clearly communicated to you before you place your order.

This section relates only to standard made-to-order products. Different rules apply to genuinely bespoke products.

Bespoke & Custom Orders

Some Home Story Living furniture may be manufactured to a genuinely individual specification outside our standard advertised options. Examples may include:

• non-standard or individually specified dimensions;
• specially sourced fabrics or materials;
• non-standard timber or finish requests;
• alterations to the standard design; or
• another clearly personalised specification requested by you.

Where an item is genuinely made to your individual specification or clearly personalised, the standard statutory change-of-mind cancellation right does not normally apply. We will make this clear before accepting a bespoke or custom order. Our additional 48-hour cancellation period may still apply where stated in your Order Confirmation.

Once that period has passed and production has begun, a genuinely bespoke product cannot normally be cancelled or returned simply because you have changed your mind, no longer require the furniture, dislike the selected colour or fabric, or decide that you would prefer a different specification. This does not affect your rights where furniture is faulty, damaged, incorrectly supplied or otherwise does not comply with your contract.

Faulty, Damaged or Incorrect Items

All furniture supplied by Home Story Living must meet the standards required by the Consumer Rights Act 2015, including being of satisfactory quality, fit for its intended purpose and as described. If your furniture arrives damaged, has a manufacturing fault or does not match your confirmed order, please contact us at info@HomeStoryLiving.co.uk with your order number, a description of the issue, and photographs where reasonably possible.

Delivery damage — we ask that visible damage or delivery issues are reported to us within 48 hours of delivery wherever possible, to help us investigate quickly with our delivery team. This 48-hour period is not a legal deadline and reporting an issue later does not remove or reduce your statutory rights.

Depending on the circumstances, your statutory remedies may include repair, replacement, a price reduction, or the right to reject the furniture and receive a refund. Where HSL is responsible for a genuine fault, damage or incorrect supply, we will cover the reasonable cost of collection, repair and redelivery where required by law.

Delivery

Home Story Living currently delivers within the UK to the areas shown on our website. The total price for your order will include or clearly show the applicable delivery cost for your postcode area before you place your order. Our standard anticipated lead time is approximately 8–10 weeks from Order Confirmation, unless a different timeframe is stated when you order. As every piece is manufactured individually, we will keep you informed throughout the process and contact you when your furniture is ready to arrange delivery. Please make sure that suitable access is available for your furniture before ordering, including doorways, hallways, staircases, lifts and the final room location.

The Home Story Living Guarantee

We design and manufacture our furniture for long-term domestic use and stand behind the quality of our workmanship. All qualifying Home Story Living furniture is supplied with our complimentary furniture guarantee, provided by CWGA Limited trading as Home Story Living, additional to (not a replacement for) your statutory rights under the Consumer Rights Act 2015. The guarantee begins on the date your furniture is delivered.

Frame — 10 years. Our furniture frames are guaranteed for 10 years against manufacturing defects, covering structural faults arising from defective materials or workmanship during normal domestic use.

Springs & suspension — 5 years. Springs, webbing and other suspension components are guaranteed for 5 years against manufacturing defects during normal domestic use.

Foam & fillings — 2 years. Foam, fibre and other internal upholstery fillings are guaranteed for 2 years against manufacturing defects. Upholstery fillings naturally settle and soften through normal use — this is expected and does not by itself indicate a manufacturing fault. Regular turning, rotating and dressing of removable cushions will help maintain their appearance and performance.

Fabric — 12 months. Fabrics supplied by Home Story Living are guaranteed for 12 months against manufacturing faults. Our fabrics are carefully selected for durability and suitability for domestic upholstery and will meet applicable UK fire-safety requirements. Where a stain-resistant finish is provided, it is designed to help reduce the risk of staining but does not make the fabric stain-proof.

The fabric guarantee does not cover damage or deterioration caused by: spills or staining; inappropriate cleaning products or methods; excessive moisture; accidental damage; pets; sharp objects; dye transfer from clothing or other materials; prolonged exposure to direct sunlight or heat; misuse or neglect; or normal wear associated with regular use.

Making a Warranty Claim

If you believe your furniture has developed a manufacturing fault covered by our guarantee, contact info@HomeStoryLiving.co.uk with: your name; order number or other proof of purchase; a description of the issue; and photographs or video where reasonably possible.

We may need to inspect the furniture before confirming whether an issue is covered by the guarantee. Where a valid manufacturing defect is confirmed, we will normally seek to repair the furniture first where this is reasonable and appropriate. Where a repair is not reasonably possible or appropriate, we may replace the affected component or product or provide another appropriate remedy. For a valid claim covered by the Home Story Living guarantee, HSL will cover reasonable collection, repair and redelivery costs associated with resolving the manufacturing defect.

What Our Guarantee Does Not Cover

Our commercial guarantee is intended to cover genuine manufacturing defects. It does not cover: normal wear and tear; normal softening or settling of cushions and fillings; reasonable natural variation in timber grain, colour or texture; reasonable variation between natural materials or fabric batches; accidental damage; misuse or neglect; damage caused by children or pets; staining or spills; fading caused by sunlight; inappropriate cleaning or cleaning products; failure to follow reasonable care instructions; damage caused while moving or transporting the furniture after delivery; modifications or repairs carried out by someone not authorised by HSL; use in a commercial, hospitality or other non-domestic environment; or damage resulting from using the furniture for a purpose for which it was not designed.

Natural characteristics and reasonable variations associated with handcrafted furniture are not manufacturing defects. Nothing in these exclusions allows us to refuse responsibility where the furniture does not meet the standards required by consumer law.

Domestic Use

The Home Story Living guarantee applies to furniture purchased for private domestic use within the UK. Unless otherwise agreed in writing, it does not apply to furniture used in commercial environments including hotels, restaurants, bars, offices, rental properties used commercially or other high-traffic contract settings.

Original Purchaser

The Home Story Living guarantee applies to the original purchaser and is non-transferable. Proof of purchase may be required when making a claim. The expiry or non-applicability of our commercial guarantee does not automatically mean that you have no statutory rights — your legal rights remain separate and will depend on the circumstances.

Contact Us

For cancellations, returns, delivery issues or warranty enquiries: info@HomeStoryLiving.co.uk. Home Story Living will always aim to deal with genuine problems fairly and as quickly as reasonably possible.

---