Terms & Conditions

Terms and conditions 

This page contains information on the terms and conditions for purchases from Madison and Grey. By using or accessing this website and/or placing any order(s), you agree to be legally bound by these terms and conditions.

1. Make a contract with us

1.1 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 and are processing your order, 

1.2 In the unlikely event that the goods are out of stock, or a pricing mistake has been made, we will advise you of this. The order will then be cancelled, the monies returned and there will be no contract between us.

1.3 Once we have processed & completed an order the details will be passed along to the courier who will be in contact directly with you to arrange suitable delivery, where possible we will provide a tracking number.

1.4 The Images of products displayed on this website are for illustrative purposes only. Your goods may vary slightly in shade of colour/wood grain from the image shown on the website and will not include any of the pictured accessories. Whilst goods may be shown in the picture as assembled they may require assembly by yourself.

1.5 We have made effort to display the product colours as accurately as possible. However, it cannot guarantee that your screen’s display of colour will accurately reflect the colour of the physical goods.

1.6 We we try to be as accurate as possible, however all information provided is approximates and are provided in good faith.

1.7 This contract is covered by English law.

1.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

2. Placing an order

2.1 You can use our website to place an order selecting the products you wish to buy. If you prefer to order by telephone you can do by calling ……...

2.2 You will be informed of any carriage charges via an email after the order is placed, delivery is currently free on all of our products for most of mainland GB.

2.3 You will be required to pay for the goods in full at the time of placing the order.

2.4 We use secure payment facilities for all online purchases which means that your sensitive address and card information is fully encrypted and protected. 

2.5 Promotional prices only apply during the dates stated.

2.6 All prices quoted on our website are in UK pounds and include VAT.

2.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3. Delivery & Carriage Charges

3.1 Generally most of our goods will normally be dispatched from our warehouse within 1 to 2 weeks, the product page will display the estimated delivery time. Occasionally some items will have a longer lead time. 

3.2 Your order may arrive in more than one delivery when ordering multiple items.

3.3 Some larger items from suppliers such as Hill Interiors may be delivered on a pallet to protect against damage during delivery, delivery in these situations will be to the front of your property, and disposal of all packing is your responsibility.

3.4 If you have been informed of a day for delivery of your order and fail to be at home on the day or for any given allotted time causing the delivery to fail, a re-delivery charge will be payable, if  the goods are returned to the depot a re-delivery charge will be applied. If you choose to cancel the order the return delivery fee will be deducted from the final refund amount.

3.5 If you change the delivery address once the item have been dispatched to you, we reserve the right to pass on any extra costs made by our couriers for redirecting your delivery.

3.6 Please check your goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or to us within 24 hours.

3.7 If the goods are lost or damaged in transit, please let us know as a matter of urgency.

3.8 Deliveries are made to a ground floor entrance only and on the condition that there is reasonable access for the safe delivery of your goods. Please tell us about any special delivery requirements when you place your order.

3.9 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

4. Cancellation and returns

4.1 This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations rules, or the following goods which are exempt from the right to cancel.

Any items which have been personalised or modified to your specification, such as built to order goods such as Sofas or custom made orders cannot be returned, also flatpack products must be unassembled and in the original packaging, we cannot accept returns of flat pack furniture that has been assembled.

4.2 You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please e-mail us.  We are unable to accept cancellations by phone.

4.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers.

4.4 If you cancel, you must return the goods at your own cost within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us). You must ensure that the goods are packaged adequately to protect against damage. If you cancel the order after the goods have been dispatched but before they are delivered to you, the courier’s costs will be deducted from the final refund amount.

4.5 You may properly examine the goods for 14 days, Please note that you have a statutory duty to take reasonable care to ensure that the goods are not damaged in transit and that we receive the goods. If reasonable care is not exercised, we may make a claim against you for not exercising this statutory duty.

4.6 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

4.7 We will refund all monies paid to us by you within 10 days, less any costs due under this contract, couriers return costs will be deducted from the final refund amount, all goods must be returned as you recieved them either damaged, faulty or otherwise before refunds are issued.

4.8 Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.

This cancellation policy does not affect your legal rights – for example, if goods are faulty or mis-described.

5. Faulty Goods / Guarantee


5.1 Please ensure that prior to signing; you check that the packaging is intact. We are unable to accept claims for damages where the item has been signed for with nothing written on the delivery note.

5.2 Damages will be replaced free of charge, providing that you inform us of the damage via Email within 24 hours of the item being delivered.

5.3 All damage must be reported before the furniture is assembled, claims must be supported by evidence in the form of digital photographs which you should email to us. On reporting of the damage we must know whether the packaging was damaged, whether the customer signed as packaging damaged or whether certain parts of the order were received damaged prior to assembly.

5.4 If there is a problem with the goods, please notify us by email providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

5.5 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty. Please note that upholstery items such as cushions, zips and covers are not covered under a 12 month warranty.

5.6 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.

5.7 If an exchange is necessary, this will be arranged without unreasonable delay and without charge.  All exchanges will be carried out within 14 working days, the exchange date and time cannot be dictated, the courier will reach you as soon as a viable route has been planned to your postcode area, this could be any day Mon - Sun.

The cost of returning unwanted goods to us is your responsibility, any damaged parts will be replaced free of charge however if you wish to fully return the product for a refund following a rejection of the offer of free replacement parts the couriers return costs will be deducted from your final refund amount.

5.8 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

5.9 If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

5.10 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

5.11 We are unable to guarantee and exact colour match due to the nature of some of the products. 

5.12 Handmade Goods - some of our products are hand-crafted individually. Their products are hand-made from solid wood hence variation in size, color, finish, fabric (for upholstered goods), texture, natural grain pattern, knots, movement of timber etc are an integral part of the way products are naturally made & promoted. Please be aware, that all the fabrics are hand woven and will differ from batch to batch.
Variations with colour to the fabric due to natural occurrences, handmade processes or batches is to be expected.

6. Liability

6.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.