Terms and Conditions

Making a Contract with Us

When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

Once we have checked the price and availability of the goods, we will contact you again to confirm that we accept your order, and that a contract has been made between us.
In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this and there will be no contract between us.
If the goods are not available, we may offer you substitute goods, but we would notify you of this before sending them out. If you decide not to accept the substitute goods, you will not have to pay for them.

Terms and Conditions

By accessing this website you agree to these terms and conditions. If you do not agree to them, you may not use and access this website.
We reserve the right to change this website and correct or update information (including product information) on it at any time without notice.

Copyright Statement

This website is owned and operated by Innes. All content including pictures, designs, logos, photographs, written and other materials on our website are copyrighted. All worldwide rights are reserved. Any reproduction in whole or in part of our website is strictly prohibited without the prior written permission of Innes.
Please be aware that each of various trademarks, product names etc. represented on our website is the property of their individual owner-companies.


Shopping at www.Innes.co.uk is a fast and secure process. When you have found a product that you wish to buy, just click on the ‘buy’ icon to add it to your order (you will not have committed to buy at this stage). You can verify the items in your order at any time throughout your shopping session by clicking the ‘Add to shopping basket’ link. You won’t have to buy the items and you can still cancel the order at this point in time. Should you wish to amend your selection, simply click on the ‘bin’ icon by the product you do not require in the ‘your order’ page, the page will then automatically refresh itself. To continue shopping, click on the ‘Categories’ icon. To complete your purchases, click on the ‘Checkout’ icon.
Your credit card or debit card details will then be required together with confirmation of the delivery address. Innes currently accepts Visa, MasterCard, Switch, a Pay Pal account and Postal Cheque. All of the on line transactions are handled by Sage Pay or Pay Pal. You can also pay by Bank Transfer or Gift Card. Once payment has been received, arrangements will be made for the delivery of the item/s.

Once you have successfully placed an order you will be sent an email confirming, among other things, receipt and the details of your order. Your order represents an offer by you to purchase goods from us. Please note it is the customer’s responsibility to check the confirmatory email and notify us immediately of any errors at innesonline@mac.com. We will then contact you top confirm your order, and it is only at this point in time that we accept your offer, are bound to fulfil it and a contract is formed.
If you wish to cancel an order before the order has been processed please email us at innesonline@mac.com as swiftly as possible quoting your order reference number. If the order has already been acted upon you will need to follow the instructions on our Returns and Refunds Policy.

At certain times of the year we offer special promotions. These promotions are not valid in conjunction with any other offers and please contact us if you would like more information on the specific conditions of the offer.

Product information

All prices are quoted in British pounds sterling and are inclusive of UK Value Added Tax but exclude delivery charges. The prices set out on our site are VAT inclusive. If the price quoted on the web site is incorrect and the correct price is lower than that quoted we will charge you the lower price. If the correct cost is higher than the quoted price we will either advise you of the true cost and await your confirmation of your order at the higher price or inform you that we cannot accept your order and explain the circumstances surrounding such cancellations.
We reserve the right to make price adjustments if it is discovered that the price is incorrect or to protect us from price rises for reasons such as a supplier’s price increase, new taxes and currency fluctuations.
We make every effort to ensure colours appear as realistic as possible. However, due to the constraints of digital reproduction on different web browsers, we cannot guarantee exact colour depiction. Please be aware that the actual colour you see on the screen may differ to those of your ordered products. Every care is taken to ensure descriptions and measurements are accurate, however slight variations may occur. Packaging may vary from that shown.
For all items made from natural products, such as leather or wood, it is not possible to guarantee items will have the same colour, shade and pattern or finish as items viewed on the website, due to the inherent nature of such products. Also, we cannot guarantee to match goods exactly which have been ordered at different times.
All delivery times are only estimates and not actual dates, we are not held liable for any change in delivery times once an order has been placed.
Please note that some products may require assembly. For more information, please call customer services.

Please note the colour of swatches shown on line may differ from the actual colour of the item and so we would advise that a colour swatch is requested.

Security of shopping

Rest assured that the security of your personal data is our highest priority. All credit card payments are processed through Sage Pay or PayPal.
Is PayPal safe to use? 
PayPal protects your financial information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is not shared with the merchant. Once your payment is complete, you will be emailed a receipt for this transaction.

 BBB Privacy Certification 
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If you require an urgent delivery then please let us know and we will try to accommodate this for you.

Small Items

We aim to dispatch all smaller items that are currently in stock within 3 working days of accepting your order, but please allow up to 7 working days for your purchases to arrive. Special order and larger items will take longer to deliver.  Please note that delivery estimates are not guaranteed. We will contact you if there is a delay or items are out of stock. Should delivery time be delayed, we do not accept liability of any consequential loss.

All smaller products will be sent by recorded delivery or courier dispatch and will therefore require a signature upon receipt. You will be notified by e-mail once your goods have been dispatched from our warehouse at Innes. All deliveries will usually be between the hours of 9am and 6pm. Please note that additional costs will be incurred for specified time deliveries.

We are happy to send items as gifts and suggest that in order to avoid confusion, that you forewarn the recipient that a parcel is on the way.

Larger Items

Larger pieces of furniture are delivered by a either a palletised kerbside service or by a professional delivery team. In order to keep our costs down, our standard free delivery is using a palletised kerbside delivery.  At our discretion, this might be upgraded to a direct delivery by a specialist courier at no additional cost. This does not include unpacking, assembly or installation.

If the economical palletised delivery service does not suit you and you would like a more extensive service, then with prior agreement, we are able to offer a complete on-site installation service, which is called our White Glove Service. This service usually includes a 2 man delivery to assemble and install the pieces and to include removal of all packaging. This service is recommended for furniture deliveries. As the cost is subject to the size of the items and also the delivery location, the cost for this service can be confirmed after you have placed your order. Please note that this does not include installation of lights or electrical work. If you would like a quotation in advance, please email us on innesonline@mac.com.

From the moment a carrier attempts to deliver the goods they are your full responsibility and you are to accept the goods when they are ready to be delivered.  When you do not comply with our attempts to deliver the goods we may, at our discretion, charge you 10% of the total cost of the order to cover storage, shipping and insurance of the goods.  If a delivery is refused, then the additional cost of re-delivery would be at your cost.

Delivery Access
Please note that you are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. If our delivery team considers access unsafe, we will be unable to deliver your goods until safe access is provided. Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery cost.

If you have any concerns about access then we strongly advise you contact us prior to purchase.  Also please consider before buying any furniture how the pieces will fit in your room and that there is sufficient room for them. A good tip is to measure them out on the floor using masking tape or newspapers to see that they fit in the space. Remember that dining chairs need at least 65cm “pull out” space from a table in order to be used comfortably.

You are also obliged to provide any required parking permits in advance of delivery. The delivery charge does not include any additional costs such as the removal of fixtures, including windows and doorways, or specialist lifting equipment.

Our standard delivery service is to the ground floor only. It is your responsibility to notify us in advance if delivery is to a higher or lower level, as this may well incur additional fees.

International Deliveries

Should you wish for your order to be delivered to a country outside of mainland UK then please email us on innesonline@mac.com for details of transportation costs, stating the products that you are interested in and the full delivery address. Please note that shipping charges are subject to change depending upon fluctuation in fuel prices primarily. All shipping quotes are valid for 10 days from quotation, but may in exceptional circumstances vary either up or down. For deliveries into the USA, please be aware that you will need to appoint a Broker in order to clear your goods through customs.

Goods delivered overseas may be subject to import duties and taxes. Such taxes will be payable when the goods reach their destination. The liability for payment of such customs duties rests solely with you and Innes has no control or liability for them.

Please note that the nominal £50 fee charged on our check out page is just a generic amount and that each order is assessed individually and that this fee will increase or decrease accordingly.

Please note that it is only possible, in most situations, for us to organise a palletised kerbside drop for international deliveries. Our White Glove Delivery service is not currently an option on overseas deliveries.


Remote Deliveries
Additional fees may be charged for deliveries to remoter locations. The maps below shows these regions. Zone 1 is our standard delivery area, zone 2 and 3 will usually incur an additional delivery fee. If you require a delivery into one of these areas then please email us on innesonline@mac.com for a quote.

Please note it may not be possible for us to deliver to some locations.

innes delivery map


Refunds and returns

Goods made to order – Returns that are non-damaged

If the customer is unsure as to whether a product is included in this category then the customer should email innesonline@mac.com for clarification.
For such items please note that we will not be able to change any such orders, make a refund or exchange any item that has been entered into production as per the customer’s specification.
Customers should only order if they are sure that the item and finish is right for the customer’s needs as the customer will not be able to change the order after the item has been entered into production. Also the customer should be careful to check access to their property as delivery is on the basis that the customer has checked the dimensions of the item and that it fits through all doorways, stairwells and within the area of intended use.
Innes has no liability for items ordered that a customer no longer requires. Once an order has been processed the customer is liable to purchase the items.

Goods made to order – Damaged or Faulty

Please contact us immediately (within 24 hours of package arrival) by calling (01482 649271) or at innesonline@mac.com to discuss our procedures as detailed below and to organise a replacement.

Should an item be received damaged or defective then a replacement will be manufactured and a replacement will be delivered as soon as possible based on the following procedure:

1. If the packaging is damaged when you receive it then please sign as damaged on the courier's receipt.

2. Inspect your purchases carefully immediately upon receipt.
3. Any claim regarding an item/s damaged or defective must be made initially by telephone or email, followed by a written claim. At least a couple of photographs should be included to show the damage as well as the packaging.
4. In all cases the damaged product(s) must be adequately packed in the original Packaging to prevent further damage before collection and during its return journey to ourselves.

Standard items - Damaged or Faulty

Please contact us immediately (within 24 hours of package arrival) by calling (01482 649271) or at innesonline@mac.com to discuss our procedures as detailed below and to organise a replacement.

Should an item be received damaged or defective then a replacement will be manufactured and a replacement will be delivered as soon as possible based on the following procedure:

1. If the packaging is damaged when you receive it then please sign as damaged on the courier's receipt.

2. Inspect your purchases carefully immediately upon receipt.
3. Any claim regarding an item/s damaged or defective must be made initially by telephone or email, followed by a written claim. At least a couple of photographs should be included to show the damage as well as the packaging.
4. In all cases the damaged product(s) must be adequately packed in the original Packaging to prevent further damage before collection and during its return journey to ourselves.

Returns Address:
Innes 11-13 The Square Hessle East Yorks HU13 0AF United Kingdom

Standard items – Returns that are non-damaged

Please contact us within 14 days of receiving your order to discuss a return or exchange in line with the procedure below:
1. A written notice of your cancellation is required within 14 days of receipt of your order and the goods are returned in perfect condition in their original packaging within 14 days of receipt of the written notification of the return or exchange of goods along with your order reference number. If the goods are returned damaged, a deduction will be made for the diminished value of the goods.

2. Where items are large or fragile Innes are able to organise a specialist furniture handler for return transit and pass the cost of delivery onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet.

3. The cost of returning the product(s) will be the responsibility of the Customer, who must insure the transit of the goods.
4. As soon as we receive the returned goods in good condition we will start the process of refunding the cost of the goods (minus any delivery charges - if applicable - Our standard delivery fee (where applicable) will be refunded, but any additional shipping fees (express shipping etc) would not be refunded).  We will provide the refund within 14 days from the return of the goods in the correct condition for resale. For commercial cancellations, a 20% re-stocking charge may be applied.

5. In all cases the product(s) must be adequately packed in the original packaging to prevent damage. As the packaging is considered to be part of the product for our designer pieces, it must be returned with the product in good condition.

VAT Refunds

We are happy to help you process any paperwork regarding claiming back the VAT for any items that are shipped outside the EU and are deemed by the HMRC to be VAT free. There is a £25 fee for processing this paperwork/refund. Please note that by law certain information is required in order for us to refund the VAT element and so please check with us for full details on what is required.

Gift Card Conditions

1. Innes Gift cards can only be redeemed at Innes.
2. Innes Gift Cards are only valid for 24 months from the first purchase. Innes Portrait Gift Cards are only valid for 6 months from the first purchase. Any remaining balance will be cancelled on expiry of the validity period.
3. Please treat your Innes Gift Cards as cash. Innes will not accept any liability for lost, stolen or damaged cards.
4. Innes Gift Cards may be used to make part or full payment for goods.
5. If a product is purchased on an Innes Gift Cards and then returned for a refund, any money owing will be added to the remaining balance on the card.
6. Innes Gift Cards can be activated with a minumum of £20 and a maximum of £500
7. Money can be added to the card at any time before the card expires up to the maximum limit of £500
8. Innes Gift Cards cannot be exchanged for cash.
9. Please contact us with balance enquiries.

Recycling of electrical and electronic equipment

Since 1 July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge.
Innes are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. There is a standard charge of £15 for each item that is taken away.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. Goods are marked with this symbol to show that they were produced after 13 August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

Data protection and privacy

Innes is committed to protecting your privacy. The information we collect about you in order to process your order will only be used lawfully in accordance with the Data Protection Act 1998. Innes will not wilfully disclose any confidential information without your prior permission and your details will not be passed onto a third party for their use in promotional purposes.
Innes will not share any of your information with parties outside our organisation except to the extent required by law, police, court order or as requested by other government or law enforcement authority.
Your personal details may only be disclosed to other reputable third parties only for the purpose of processing your order. Innes requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection or Consumer Legislation.


Innes will not be liable for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that was not reasonably foreseeable by either party when the contract for sale was formed.
If the goods are not what you ordered, are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability unless you notify us of the problem within 24 hours of the delivery of the goods in question.
We shall not be liable for any defects in the goods caused by any act, neglect or default by you or any third party.
We shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question (minus any delivery charge).
Nothing in this Agreement shall limit Innes' liability for death or personal injury caused by our negligence or breach of duty.

Governing law

These terms and conditions are governed by English law, you agree to submit to the non-exclusive jurisdiction of the English courts in relation to any disputes arising under or in connection with these terms and conditions or the contract between us.