Pebble Home & Lifestyle Ltd Sales, Refund, Returns & Delivery Policy

Effective date: Last reviewed January 2024

General Retail Sales

We do not offer refunds. Where an item is of satisfactory quality and is described correctly*, we are under no obligation to exchange the item/s, give a refund or a credit note. Under exceptional circumstances, when a refund or exchange is offered, the balance of this will be issued as a credit note. No cash or return of payment to a credit or debit card will be made.

Items for return/exchange must be accompanied by the original till receipt. The goods must be unused and in the unopened original packaging (where applicable). Items must be brought back to the shop within 7 days; the day of purchase is day 1. Items presented beyond this timeframe will not be eligible for exchange or a credit note.

If an item has been delivered to you and you wish to return it, it shall be for the buyer to cover the costs of collection via a collection service or courier of our choice to a location of our choice in Jersey.

If you opt to post or courier your item to us for return, you are responsible for your own shipping costs. Any return shipping costs not covered by you will be deducted from any credit note issued by us. No credit will be issued until we have received the item and inspected it to assess its condition.

Items of furniture sold from the shop floor are sold as seen. If any marks or damage exist on the item which are known to Pebble Home & Lifestyle Ltd they will be highlighted to the buyer at the time of purchase, however it is the buyers responsibility to check the item before it leaves the store. Issues highlighted after delivery or collection are not Pebble's liability.

Credit notes/Gift Vouchers are only valid for 1 year from the date of issue.

Sale items cannot be returned. Other items which cannot be returned after purchase are gift vouchers, paint, earrings, personal care items, lingerie, hosiery, leggings, and swimwear, anything made to order and anything which is specifically ordered in for the client/customer.

Prices can change at any time due to supplier increases – from time to time we may miss updating a price tag when the prices change. The price displayed at the Till or Electronic Point of Sale (following barcode scan of the item) is always considered to be the accurate price for that item. The Customer will be told of the revised price and given the option to purchase the item at that price.

*Descriptions, images and dimensions are often provided to us by others, including our manufacturers. We cannot be held responsible if dimensions, colours or finishes are not entirely accurate. If you require exact dimensions, please contact us and we will do our best to obtain them for you. We also hold a large number of wood and colour samples/swatches in store so please contact us if you'd like more information. Natural wood products can also vary in tone from item to item which is beyond our control.

Many of our wooden products are made from natural materials and finishes which may change over time. Prolonged exposure to direct sunlight, heat, or placement near windows, radiators, or other heat sources can cause fading, drying, cracking, warping, or discolouration. These changes are considered normal wear and environmental damage and are not manufacturing faults. As such, we cannot accept returns, exchanges, or liability for damage caused by direct sunlight, heat exposure, humidity fluctuations, or improper care after delivery.

To preserve the appearance and longevity of your wooden furniture and accessories, we recommend avoiding prolonged direct sunlight and positioning products away from intense heat or moisture sources.

All products remain the property of Pebble Home & Lifestyle Ltd until full payment has been received. Title of goods does not pass until full payment is received. If a deposit payment has been made and the item(s) have been delivered, we reserve the right to collect items if full payment is not received within the agreed time frame. 

We cannot accept responsibility for damage, deterioration, or faults reported after extended use where the product’s care, storage, handling, or environmental conditions are outside of our control.

Customers are responsible for inspecting items upon delivery and notifying us promptly of any issues. Claims made after prolonged use or ownership may not be accepted unless a clear manufacturing fault can be demonstrated.

Natural wear and tear, accidental damage, misuse, improper care, exposure to sunlight, heat, moisture, pets, children, cleaning products, or general ageing are not considered manufacturing faults.

We reserve the right to decline claims where a product has been used for a significant period of time and it is not possible to determine whether the issue arose from manufacture, usage, storage conditions, or general wear and tear.

Online Retail Sales

If you change your mind having made a purchase online, if the item is in stock with Pebble, you can cancel the order and receive a full refund anytime from the date of order up to 7 working days. 

Some items are exempt from the right to cancel or return. These include customised, personalised or ‘Made to Order’ items, any orders specifically placed for customers/clients. Any returned items must be unused and in the unopened original packaging.

You are responsible for the cost of returning goods. Insurance or parcel tracking should be used in sending items back. Any refund can only be issued upon safe receipt of the item/s with Pebble Home & Lifestyle.

Posted or couriered items must be sent to: Pebble Home & Lifestyle, 28 Charing Cross, St Helier, Jersey, JE2 3RP.

When goods are ordered and/or a deposit or full payment is paid

Purchases and orders which require items to be specifically ordered (including ‘Made to Order’ items such as sofas and customisable pieces of furniture) are always subject to a deposit payment. No items will be ordered until the deposit (minimum 50%) is received. This is a non-refundable deposit. Where the Customer later changes their mind and does not wish to pay for the remainder of the order, or no longer wants the item/s, they are not entitled to receive the deposit back.

Customers may be liable for the full cost of a ‘Made to Order’ item (such as a sofa, table, wardrobe, shelving etc) if the cancellation was not made early enough to prevent the goods from being made by the manufacturer or from being shipped. A cancellation of an order must be in writing. Verbal requests for cancellations cannot be accepted. A request to cancel an order can be made by emailing home@Ilovepebble.com.

When an order is placed by the Customer, we will do our best to give an indication of a delivery timeframe. This timeframe will always be deemed to have been given in good faith and based on information available to us at the time from our suppliers. Should the items subsequently be delayed, or further delayed, Pebble Home & Lifestyle Ltd cannot be held responsible and any payment will not be returned should the Customer then opt to cancel the order. As above, for ‘Made to Order’ items, the Customer may still be liable for the full cost of the items/order.

Upon notification of shipping to Jersey, or upon receipt of the items in Jersey, Pebble Home & Lifestyle Ltd will require the remaining balance of any order to be paid. Payment is required within 7 days of the request. No items will be allocated for collection or delivery until full payment is received.

Where a customer has placed an order and the ordered items arrive in line with the expected timeframe (which has been shared with the Customer), items will be stored free of charge for 14 days to allow for the Customer to make arrangements to receive their goods. Where storage is required beyond 14 days, a storage fee may be applied at a rate of £5 per day for the following 14 days, rising to £10 per day for the remaining 14 days and then £20 per day thereafter. The item will not be available for delivery or collection until this storage fee is paid. After 90 days, the items may be sold at the discretion of Pebble Home and Lifestyle Ltd.

Deliveries and Access for Delivery

Delivery will be to the address you provided at the time of order. If you change address between placing the order and the point of delivery please let us know and we will deliver to that address instead. The first attempt to deliver your goods will be considered to be as part of the purchase price. Second or further delivery attempts to you may be chargeable. If you would like delivery (which requires 2 people) at the weekend then a delivery charge may apply.

The majority of our items of furniture have their dimensions shown on our website. If the dimensions aren’t shown we will be able to provide them to you. It is always the customers responsibility to ensure that the item purchased will fit in the place it is to be delivered, and that access to and through the property is safe and suitable for the item being delivered.

Pebble Home & Lifestyle Ltd cannot be held responsible for situations where items, which upon delivery, cannot be placed where the customer wants them due to lack of suitable or safe access, corridor width, ceiling height, door and door frame size, immovable objects in the way, or any other aspect which may inhibit access. If this situation arises then we will be happy to place the item being delivered in another area of the same property of your choosing, providing access to that location is suitable. If you would like us to deliver the item to another property, that delivery may be chargeable and may not, due to time constraints, be able to take place immediately. In this situation, the goods will be left in situ and the collection and delivery rescheduled.

If the item doesn't fit and you wish to discuss your options, please contact us by email at Home@ilovepebble.com. 

Statutory Rights

Your statutory rights are unaffected as a result of this policy - the law in Jersey states that items for sale:

• Must be of a satisfactory quality
• Must not be damaged or defective unless the seller points out the fault or it would have been reasonable to see the fault during an examination before buying the goods
• Must be fit for the purpose for which the seller knows the customers is buying them
• Must be as they are described by the seller, or on the packaging or any notice or advertisement.

Only in these circumstances a refund may be given.