Terms of service

Last updated: 08/01/26

These Terms and Conditions (“Terms”) apply to all purchases of goods and services made with Casana Ltd (“we”, “us”, “our”) whether placed through our website, by email or over the telephone. They apply to consumer customers only. Please read them carefully before placing an order, as they set out the legal rights and obligations that apply to your purchase. By placing an order, you agree to be bound by these Terms. If you do not accept them, you must not proceed with an order or continue to use our website. The most up-to-date version will always be available on our website.

1. About Us

Casana Ltd is registered in England and Wales under company number 15637340, with its registered office at Douglas House, Green Street, Wigan, WN3 4DQ. Our VAT registration number is 465041114.

We are a modern interiors brand specialising in the design, manufacture, and supply of furniture and interior products for residential and commercial spaces across the UK.

You can contact our customer care team by email at contact@casanainteriors.co.uk, by telephone on 01925 594 254, or by post at our registered office. Customer service hours are Monday to Friday, 9am to 5pm (UK time).

2. Application of These Terms

2.1 These Terms and Conditions (“Terms”) apply to all sales of goods and services we provide to individual consumers, whether orders are placed through our website, by telephone, or by email. They set out the legal rights and obligations that apply when you purchase from us and should be read carefully before placing an order.

2.2 These Terms apply to consumer purchases only. If you are buying on behalf of a business, commercial entity, or organisation, separate Trade Terms and Conditions will apply to your order. We recommend that trade customers contact us directly for further details on eligibility and account setup.

2.3 You must be aged 18 or over to place an order with us. By placing an order, you confirm that you are legally capable of entering into a binding contract and that all information you provide to us is complete, accurate, and up to date.

2.4 We currently deliver and supply goods and services only within the United Kingdom, unless otherwise agreed in writing. If you wish to arrange delivery outside the UK, please contact our customer care team before placing your order to confirm whether this can be accommodated.

2.5 We reserve the right to refuse, cancel, or suspend any order where we have reasonable grounds to believe it breaches these Terms, involves unauthorised activity, or is linked to fraudulent or suspicious behaviour.

3. Changes to These Terms

3.1 We may amend or update these Terms periodically to reflect changes in law, regulatory requirements, or our business operations. Any revisions will ensure that our policies remain accurate, compliant, and transparent.

3.2 The date of the most recent revision will always appear at the top of this document. Updated Terms will apply to all new orders placed after the date they are published on our website.

3.3 If we make a change that affects an order you have already placed and that order has not yet been dispatched, we will notify you in writing. You will have the option to cancel your order or proceed under the amended Terms.

3.4 We encourage all customers to review these Terms regularly to ensure they understand the version currently in effect at the time of purchase. Continued use of our website or placement of an order will constitute acceptance of the Terms in force at that time.

4. Product Information

4.1 We take care to ensure that all product descriptions, images, specifications, and pricing shown on our website are accurate and up to date. However, errors or omissions may occasionally occur, and we cannot guarantee that all information will be free from mistakes. In the event of a significant error, we will contact you to confirm whether you wish to continue with your order or cancel it.

4.2 Many of our products are crafted using natural materials. Variations in colour, grain, texture, pattern, or finish are inherent characteristics of these materials and are part of their unique appeal. Such differences should not be regarded as defects or faults.

4.3 While we make every effort to display colours and finishes as accurately as possible, the appearance of items may vary slightly depending on lighting, device settings, or display resolution. We cannot guarantee that your device will display colours exactly as they appear in person.

4.4 All dimensions, weights, and measurements provided are approximate and for general guidance only. It is your responsibility to ensure that any item ordered will fit through your access points and into the intended space. To assist you, we provide a fit and access guide on our website.

4.5 All products and services are offered subject to availability. We reserve the right to withdraw, discontinue, or substitute any item prior to acceptance of your order, and we will notify you promptly if a product becomes unavailable after you have placed your order.

4.6 Where applicable, information relating to materials, finishes, fire safety, or care instructions will be provided with the product or made available online. You must review and follow these instructions carefully to ensure the safe use and maintenance of your purchase.

4.7 We may occasionally make changes to product specifications to comply with legal or safety requirements or to introduce improvements in design or production. Any such changes will not materially affect the overall quality, performance, or aesthetic of the goods.

4.5 Accessories, styling pieces, additional furniture or any other item pictured are not included with purchase unless stated otherwise. Please read our product description or contact us before ordering to ensure you are fully informed as to what is included with your purchase. 

5. Orders and Contract Formation

5.1 You may place an order with us through our website, by email, or by telephone. When you place an order, we will send you an acknowledgement confirming that your order has been received. This acknowledgement does not mean that your order has been accepted, and all orders remain subject to acceptance in accordance with these Terms.

5.2 An acknowledgement email is an automated confirmation only and does not constitute acceptance of your order. We will review your order and confirm acceptance as set out below.

5.3 A legally binding contract between you and Casana Ltd is formed only when we send you written confirmation that your order has been accepted, or when the goods are dispatched - whichever occurs first. Until that point, we reserve the right to refuse or cancel any order at our discretion.

5.4 We may decline or cancel an order at our discretion, including (but not limited to) where:

• the goods are unavailable or discontinued;
• payment authorisation cannot be obtained;
• an error is identified in the pricing or description of the goods; or
• we reasonably suspect that the order is fraudulent or placed in breach of these Terms.

5.5 If we cannot accept your order for any reason, we will notify you as soon as possible and provide a full refund of any amounts paid. Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

5.6 You are responsible for ensuring that all information supplied when placing an order - including delivery details, contact information, and payment details - is complete and accurate. We are not responsible for any delay, failed delivery, or additional costs arising from inaccurate or incomplete information provided by you.

5.7 We are not responsible for delays, failed deliveries, or additional costs caused by errors or omissions in the information provided.

5.8 Each accepted order constitutes a separate contract. Any subsequent orders you place will be subject to the Terms in force at the time of that order.

6. Prices and Payment

6.1 All prices displayed on our website are shown in pounds sterling (GBP) and include VAT at the prevailing rate, unless otherwise stated. Any applicable delivery charges or any optional additional services (where expressly agreed in writing) will be clearly communicated before you place your order.

6.2 The price payable for your order will be the price shown at the time you place the order and confirmed in your order confirmation email. While prices may change from time to time, such changes will not affect orders that have already been accepted.

6.3 We take care to ensure that all product information, pricing, and promotional details on our website are accurate. However, in the event of an obvious or significant pricing or description error, we reserve the right to cancel the order and issue a full refund of any payment received. We will contact you to confirm if you wish to place a new order at the correct price.

6.4 Payment for all goods must be made in full at the time of placing the order. We currently accept the following payment methods: Stripe, PayPal, Bank Transfer and Google/Apple Pay. All online payments are processed securely through these approved third-party providers to ensure the protection of your financial data.

6.5 You are responsible for ensuring that the payment details you provide are valid, accurate, and up to date. We are not responsible for any additional fees, interest, or charges imposed by your card issuer, bank, or payment provider.

6.6 If you place a pre-order for items not yet in stock, payment will be taken at the time of order to reserve the goods. Estimated delivery dates for pre-ordered items are provided as a guide only and may be subject to change due to production or supplier delays.

7. Delivery

7.1 All deliveries are arranged by us using suitable third-party couriers or specialist carriers, depending on the size, weight and nature of the goods.

7.2 Standard delivery is free to mainland UK addresses and is completed on a doorstep or kerbside basis only, meaning delivery is made to the front door or ground-floor entrance of the building.

7.3 Standard delivery does not include:

• carrying goods into your property
• unpacking or removal of packaging
• assembly, installation or positioning of items

Any services beyond doorstep delivery may be available by prior request only, subject to availability and additional charges, and must be agreed in writing before delivery.

7.4 Estimated delivery lead times and any applicable charges will be confirmed at checkout or when your order is accepted. All delivery dates are estimates only.

7.5 Delivery may not be completed if:

• there is no authorised person (aged 18 or over) available to accept delivery
• access to the delivery point is restricted, unsafe or unsuitable; or
• an incorrect delivery address has been provided or a redelivery is required following a failed attempt.

7.6 Where delivery cannot be completed due to circumstances within your control, we reserve the right to charge a reasonable redelivery or handling fee to cover the costs incurred. These fees must be paid in full before a new delivery date can be arranged.

7.7 Details of any applicable redelivery or handling fees will be stated at checkout or made available on request before you place your order.

7.8 We are not responsible for damage to walls, floors, fixtures or décor where access is restricted, unsuitable or where reasonable precautions have not been taken by you to prepare the delivery area.

7.9 The risk of loss or damage to goods passes to you once they are delivered to your address or to any person you nominate to accept delivery. Ownership of the goods transfers to you only once we have received full payment.

7.10 You should inspect all goods at the time of delivery and inform us of any visible damage, missing items or other issues within 48 hours.

7.11 Pre-order and made-to-order items are subject to longer lead times. Any delivery dates provided for these products are indicative only and will be updated if delays occur.

7.12 If you choose to arrange your own courier or collection, responsibility for the goods transfers to you or your appointed courier once the items leave our premises. We accept no liability for loss or damage in transit under such arrangements.

8. Cancellations and Order Changes

8.1 You may cancel or amend your order before it has been processed for dispatch by contacting us as soon as possible at contact@casanainteriors.co.uk. Once the order has entered preparation or dispatch, it may no longer be possible to cancel or amend it.

8.2 If you wish to cancel your order after it has been dispatched, you may do so by exercising your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (see clause 9 below).

8.3 We may cancel an order at any time before delivery if:

• we are unable to supply the goods for reasons beyond our control
• we withdraw the goods from sale
• there is an error in the description or pricing of the goods

If this happens, we will notify you promptly and refund any payment made in full.

8.4 Orders for bespoke, customised, or made-to-order products cannot be cancelled once production has started, as these items are manufactured to your individual specification.

8.5 If you cancel an order that has already been dispatched or delivered, you are responsible for returning the goods to us in accordance with clause 9.

8.6 We will confirm receipt of any cancellation or amendment request by email. Please retain this confirmation for your records as evidence of your request.

9. Returns and Refunds

9.1 If you are a consumer based in the UK or EU and have purchased goods via our website, by email, or by telephone, you have a legal right to cancel your contract within 14 days of receiving the goods without giving any reason. This right does not apply to bespoke or made-to-order items. You may use the model cancellation form set out at clause 21, but this is not obligatory.

9.2 To exercise your right to cancel, please notify us in writing by email to contact@casanainteriors.co.uk including your order number and details of the goods you wish to return.

9.3 If you cancel under clause 9.1 after receiving the goods, you must return them to us within 14 days of notifying us of your decision to cancel. All returned items must be in their original packaging (where possible), unused, and in a re-saleable condition. We may make a deduction from any refund if the goods show signs of use or damage.

9.4 You will be responsible for the direct cost of returning the goods unless they are faulty or incorrect. If you would prefer us to arrange a collection, we can do so and deduct the collection cost from your refund.

9.5 Once we receive and inspect the returned goods, we will issue a refund for the price paid (including the standard delivery charge, if applicable) within 14 days of receiving the goods or proof of return, whichever is earlier. Refunds will be made to the original payment method used for purchase.

9.6 We reserve the right to refuse returns or refunds for goods that are not returned in accordance with this clause or where damage has occurred after delivery as a result of misuse, neglect, or improper assembly.

10. Faulty or Damaged Goods

10.1 If the goods are faulty, damaged, or not as described, you have statutory rights under the Consumer Rights Act 2015. These rights are summarised below and are not affected by any warranty we may offer.

10.2 You must inspect the goods on delivery and inform us of any visible damage or missing items within 48 hours, where reasonably possible.

10.3 Where a fault is confirmed, we will offer an appropriate remedy in accordance with your legal rights, which may include repair, replacement, or refund.

10.4 We are not liable for faults or damage arising from misuse, neglect, improper assembly, failure to follow care instructions, or unauthorised repairs or alterations.

10.5 For any return or collection relating to damaged or faulty goods, we will cover reasonable return or collection costs once the fault has been verified.

11. Product Warranties

11.1 Unless stated otherwise, our furniture products are covered by a 5-year structural warranty from the date of delivery. This covers defects in materials or workmanship that arise under normal domestic use.

11.2 The warranty does not apply to:

• general wear and tear or ageing of materials
• damage caused by misuse, negligence, or improper assembly
• defects arising from alteration or repair by anyone other than our authorised representatives
• any damage resulting from failure to follow the care and maintenance instructions provided

11.3 To make a warranty claim, you will be required to provide proof of purchase and reasonable details of the fault, including photographs if possible.

11.4 If a defect is confirmed within the warranty period, we will, at our discretion, repair or replace the affected item or offer a refund.

11.5 This warranty is provided in addition to your statutory rights and does not affect those rights in any way.

11.6 This warranty applies to domestic and residential use only. It does not extend to goods used in commercial or non-residential environments, such as rental properties, offices, or hospitality settings, unless we have agreed otherwise in writing prior to purchase.

11.7 Your statutory rights are not affected.

12. Installation and Additional Services

12.1 We do not offer installation, assembly or in-home placement as part of our standard delivery service.

12.2 Where additional services such as internal placement or assembly are requested, these are provided only by prior agreement, subject to availability and additional charges, and will be confirmed in writing before delivery.

12.3 Any agreed additional services do not include electrical, plumbing or structural works unless expressly stated in writing. Where specialist trades are required, you are responsible for appointing appropriately qualified professionals.

12.4 Risk in the goods passes to you at the point of delivery, regardless of whether any optional additional services have been agreed.

13. Promotions and Discount Codes

13.1 From time to time, we may offer promotions, discount codes, or other special offers. These are subject to the specific terms and conditions stated at the time of issue, as well as these Terms.

13.2 Unless stated otherwise, discount codes:

• can only be used once per order
• cannot be used in conjunction with any other promotion or discount
• may be limited to specific products, collections, or order values

13.3 We reserve the right to withdraw, amend, or extend any promotion or discount code at our discretion and without prior notice.

13.4 Discounts will not be applied retrospectively to orders already placed or completed.

13.5 Promotional items provided free of charge as part of an offer must be returned in the event of a full order cancellation. If they are not returned, their value may be deducted from any refund due.

14. Email and SMS Communications

14.1 By placing an order with us, you agree that we may contact you by email, SMS, or telephone for purposes related to your order, such as confirmation, delivery arrangements, or service updates.

14.2 You may also choose to receive marketing communications from us, including updates on new collections, special offers, and promotions. We will only send marketing messages where you have given your explicit consent. You can withdraw your consent or opt out of marketing communications at any time by following the unsubscribe link in our emails, replying “STOP” to SMS messages, or contacting us directly.

14.3 We use approved third-party service providers to manage and send email and SMS communications on our behalf. These providers process your data securely and in accordance with UK data protection laws.

14.4 Message and data rates may apply for SMS communications depending on your mobile service provider.

15. Data Protection and Privacy

15.1 We take your privacy seriously. Any personal information we collect from you will be handled in accordance with our Privacy Policy and the applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

15.2 When you place an order, create an account, or interact with our website, we collect and process certain personal data such as your name, contact details, address, and payment information to fulfil your order and provide our services.

15.3 We will not share your personal data with third parties except where it is necessary to process your order (for example, delivery partners or payment processors), where we are required to do so by law, or where you have provided consent.

15.4 You have the right to access, correct, or delete your personal data at any time. Requests should be made in writing to contact@casanainteriors.co.uk
For full details on how we handle and protect your information, including the use of cookies and marketing preferences, please refer to our Privacy Policy.

16. Limitation of Liability

16.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited under applicable law.

16.2 We are responsible for loss or damage you suffer that is a foreseeable result of our failure to comply with these Terms or our negligence. We are not responsible for loss of profits, business, goodwill, reputation, indirect or consequential losses, or for any losses caused by events beyond our reasonable control.

16.3 Except where prohibited by law, our total liability to you arising out of or in connection with your order will not exceed the total price paid for the goods or services concerned. Nothing in these Terms affects your statutory rights.

16.4 Nothing in these Terms affects your statutory rights as a consumer.

17. Events Beyond Our Control (Force Majeure)

17.1 We will not be responsible for any delay or failure to perform our obligations under these Terms where the delay or failure results from events beyond our reasonable control.

17.2 Such events may include, but are not limited to, strikes, lock-outs, industrial action, civil unrest, natural disasters, epidemics, fires, floods, acts of terrorism, transport or supply chain disruption, or failure of public utilities or communications networks.

17.3 If such an event occurs, we will contact you as soon as reasonably possible to inform you and will take reasonable steps to minimise the impact on your order.

17.4 Where delivery or completion of services is delayed by more than 30 days due to an event beyond our control, you may cancel your order and receive a full refund for any goods or services not provided.

18. Intellectual Property

18.1 All content on our website and materials provided in connection with our products or services - including images, text, graphics, designs, logos, product names, and layout - are owned by or licensed to us and are protected by copyright, design right, and trademark laws.

18.2 You may use our website and materials only for personal, non-commercial purposes related to purchasing our products.

18.3 You may not reproduce, distribute, modify, or exploit any part of our content without our prior written permission.

18.4 All intellectual property rights in our products, designs, and brand materials remain the property of Casana Ltd or our licensors.

19. Governing Law and Jurisdiction

19.1 These Terms are governed by and interpreted in accordance with the laws of England and Wales. Any dispute or claim arising from or in connection with these Terms or any order placed with us shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

19.2 If you are a consumer residing in Northern Ireland or Scotland, you may also bring proceedings in your local courts.

20. Contact Us

If you have any questions about these Terms or need assistance with your order, please contact us:

Casana Ltd
Registered office: Douglas House, Green Street, Wigan, WN3 4DQ
Email: contact@casanainteriors.co.uk
Telephone: 01925 594 254

Our customer service team is available during our standard business hours of Monday to Friday, 9am to 5pm (UK time). We aim to respond to all queries within 2 working days.

20.3 If you have a complaint, please contact us in writing so that we can resolve it promptly in accordance with our Complaints Procedure.

21. Model Cancellation Form

To:
Casana Ltd
Douglas House
Green Street
Wigan
WN3 4DQ

Email: contact@casanainteriors.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Order Number:

Items to be returned:

Customer Name:

Customer Address:

Date:

Signature (if returning in writing):