Delivery & Collection Terms
Last updated: 20 August 2026
1. SCOPE
These terms apply when Retro Cactus Furniture:
• delivers furniture sold by us;
• arranges a third-party carrier;
• allows a customer to collect furniture from our unit; or
• provides a standalone collection, delivery, transport or short-term storage service for furniture owned by a customer.
They should be read with our main Terms & Conditions and, for furniture bought from us, our Returns & Refunds Policy.
2. QUOTATIONS AND BOOKINGS
A delivery or transport quotation is based on the information supplied, including collection and delivery addresses, item dimensions, weight, construction, fragility, access, stairs, parking, timing and the space required in the vehicle.
The quotation may be revised if that information is incomplete or inaccurate, the item is materially different from its description, extra items are added, access is more difficult than disclosed or additional work is requested.
A proposed date is not confirmed until we accept the booking in writing. Delivery routes often include several customers, so dates and time windows may depend on route planning. We will provide the most accurate information reasonably available, but arrival times are estimates unless we expressly agree that a particular time is essential.
3. CUSTOMER INFORMATION AND ACCESS
Before collection or delivery, the customer must tell us about anything that could materially affect safe handling or access, including:
• stairs, steps, narrow doorways or corridors;
• tight turns, low ceilings, small lifts or restricted entrances;
• difficult parking, loading restrictions, permits or long carrying distances;
• soft ground, building works or other hazards;
• unusual weight, loose parts, glass, mirrors, marble, stone or known weaknesses; and
• any need for dismantling, reassembly or more than one person.
The customer is responsible for checking that the furniture will fit through all relevant doorways, halls, stairs, lifts and rooms. If requested, we can provide the item’s approximate measurements, but the customer remains responsible for measuring the route at the property.
Furniture must be emptied and reasonably ready to move. Loose shelves, contents and personal belongings should be removed unless we have agreed to handle them. Appliances or powered items must be safely disconnected before collection.
We may refuse or pause work where continuing would create an unreasonable risk to people, property, the furniture or our vehicle. We will discuss a practical alternative where possible.
4. DELIVERY OF FURNITURE BOUGHT FROM US
We may deliver personally or, where agreed, use a suitable third-party carrier. The delivery charge and expected date or route will be agreed separately unless included in the listing.
For a consumer purchase, the furniture remains at our risk until it comes into the physical possession of the customer or another person identified by the customer. If the customer independently appoints a carrier that we did not offer, risk passes when the item is handed to that carrier, as provided by law.
The customer should inspect the item as soon as reasonably possible. Visible transit damage should be photographed, together with any packaging, and reported promptly. Prompt reporting helps us investigate but does not reduce the customer’s statutory rights.
5. DISMANTLING AND REASSEMBLY
Some tables and other furniture can be dismantled for access. We will only dismantle or reassemble furniture where this has been agreed in advance or where we agree at the property that it can be done safely.
Dismantling or reassembly may be included in the quotation or charged separately. We are not required to carry out work that we reasonably believe may damage the item or property, or that needs a specialist trade.
6. CUSTOMER COLLECTION FROM OUR UNIT
Collections are by appointment only from:
Retro Cactus Furniture
Unit 8, Markham Vale Environment Centre
Markham Lane
Markham Vale
Chesterfield
Derbyshire
S44 5HY
Unless otherwise agreed, the customer is responsible for bringing a suitable vehicle, protective materials, straps and sufficient help, and for loading and securing the furniture safely. If we assist with loading, we will use reasonable care, but the customer remains responsible for final positioning and securing of the load.
Risk in a consumer purchase passes when the customer or their nominated person takes physical possession of the furniture.
7. THIRD-PARTY CARRIERS
Where we arrange a third-party carrier, we will take reasonable care in selecting and instructing them. The carrier may contact the customer directly to arrange access or timing.
Where the customer appoints their own carrier, that arrangement is between the customer and the carrier. The customer should ensure the carrier is suitable and has appropriate goods-in-transit insurance.
8. STANDALONE TRANSPORT OF CUSTOMER-OWNED FURNITURE
For a standalone collection or delivery job, the customer must accurately describe the items and disclose known damage, weakness, repairs, loose joints, unstable parts or unsuitable packaging.
Vintage furniture can have hidden weaknesses caused by age, previous repairs, timber movement or construction. We will exercise reasonable care, but we are not responsible for pre-existing damage or for deterioration caused solely by an inherent defect, undisclosed weakness or inadequate packaging that we could not reasonably have identified.
We may photograph the item at collection and delivery to record its condition and handling. These photographs may be retained if reasonably required for the job, insurance or a dispute, in accordance with our Privacy & Cookie Policy.
Unless expressly stated, a transport quotation does not include packing, export crating, specialist installation, hoisting, removal of doors or windows, electrical disconnection, plumbing work or structural work.
9. MIRRORS, GLASS, MARBLE AND STONE
Large mirrors, glass-topped furniture, marble, stone and similarly fragile or heavy items are carried only by prior agreement.
The customer must disclose the material, approximate weight, construction, existing chips, fractures, repairs and access conditions before the booking is accepted.
Marble and stone have inherent characteristics and can fracture without an obvious external impact. Unless expressly arranged in writing, these items are not covered by specialist marble, stone or fine-art insurance. We will still exercise reasonable care, and nothing in this section excludes liability that cannot lawfully be excluded.
10. FAILED COLLECTION OR DELIVERY
If collection or delivery cannot be completed because:
• nobody is available at the agreed address;
• the address or contact details are incorrect;
• safe access is not available;
• an undisclosed restriction prevents the work;
• the furniture will not fit; or
• the item is not ready or is materially different from the information supplied,
we may charge the reasonable cost of waiting, extra labour, additional mileage, storage, a further visit or unavoidable lost route capacity. We will explain the reason for any additional charge.
Where furniture bought from us cannot be delivered safely, it may be returned to our unit until a new arrangement is agreed.
11. CHANGES AND CANCELLATIONS OF TRANSPORT BOOKINGS
Please tell us as soon as possible if a transport booking needs to be changed or cancelled.
For a standalone transport service booked for a specific date or period, the statutory 14-day cooling-off right will not normally apply because transport-of-goods services for a specific date or period are excluded from that right. This does not affect any right arising because we have breached the contract.
Unless a different cancellation arrangement is agreed in writing, the following maximum charges may apply to a standalone transport booking:
• more than seven full days before the agreed date: no cancellation charge, apart from non-refundable third-party costs or work already specifically authorised;
• between 48 hours and seven full days before the agreed date: up to 50% of the quoted transport charge; and
• less than 48 hours before the agreed date, after the journey or loading has begun, or following a failed collection or delivery: up to 100% of the quoted transport charge.
Any charge will reflect our reasonable loss, work already carried out, unavoidable costs and route capacity that we could not reasonably refill. It will be reduced where our actual loss is lower.
These standalone transport cancellation charges do not replace a consumer’s statutory right to cancel an online purchase of furniture. Where the furniture sale itself is cancelled, the Returns & Refunds Policy applies.
12. DELAYS OUTSIDE OUR REASONABLE CONTROL
Routes may be affected by traffic, weather, road closures, ferry disruption, accident, illness, vehicle breakdown or delays at another collection or delivery. We will keep the customer informed and rearrange where reasonably necessary.
We are not responsible for delay caused by events outside our reasonable control, but this does not affect any legal right to cancel where delivery is not made within an agreed essential period or within another period required by law.
13. PAYMENT FOR DELIVERY AND TRANSPORT
Payment timing is agreed case by case. We may require a deposit or full payment before reserving route space, collecting an item, using a third-party carrier or beginning an overseas journey.
For furniture bought from us, the payment rules in our main Terms & Conditions also apply.
14. SHORT-TERM STORAGE
We may agree to hold furniture at our unit for a short period before or after a collection or delivery. The agreed collection date or storage period should be recorded in writing.
If furniture remains after the agreed period, we may charge a reasonable storage fee after warning the customer. The fee will reflect the space used, handling and the length of the delay.
If the customer does not collect the furniture and stops responding, we may serve formal written notice requiring collection and, where legally permitted, notice of our intention to sell the goods under the Torts (Interference with Goods) Act 1977. Any sale or disposal will follow the applicable notice procedure. Reasonable storage, handling, sale and other permitted costs may be deducted from the proceeds, with any balance dealt with as required by law.
15. LOSS OR DAMAGE
Please report alleged loss or damage as soon as reasonably possible and provide clear photographs and any relevant collection or delivery documents. We may ask for a reasonable opportunity to inspect the item before repair or disposal.
We do not exclude responsibility for physical loss or damage caused by our failure to use reasonable care and skill. We are not responsible for ordinary ageing, a disclosed or pre-existing defect, inherent fragility, unavoidable timber movement, or damage caused by inaccurate information, unsafe access, unsuitable customer packing or instructions contrary to our reasonable advice.
Nothing in these terms limits liability where it would be unlawful to do so or removes a consumer’s statutory rights.
16. OVERSEAS TRANSPORT
Overseas work is subject to individual agreement. Unless stated otherwise, the customer is responsible for import duties, customs charges, local taxes, permits and any return transport.
Delivery times may be affected by customs and border procedures outside our control. Full payment is required before overseas dispatch or delivery unless we expressly agree otherwise.
17. CONTACT
Email: retrocactusfurniture@gmail.com
Telephone: 0796 298 3123