Terms of service

Last updated: August 30, 2026

These Terms of Service (the “Terms”) apply when you use the Hale & Hale website, create or use a customer account, or buy products from us. In these Terms, “Hale & Hale”, “we”, “us” and “our” mean MD Furniture Ltd trading as Hale & Hale, a company registered in England and Wales under company number 11580819. “You” and “your” mean the customer.

Please read these Terms before placing an order. They form part of the contract between you and us. Nothing in these Terms limits your statutory rights as a consumer.

1. About us and how to contact us

MD Furniture Ltd trades as Hale & Hale and is an online retailer of furniture, beds, mattresses and related home products.

Our contact details are:

MD Furniture Ltd trading as Hale & Hale
Company No. 11580819
VAT No. 309595964
Registered office: 120 Milton Street, Palfrey, Walsall, England, WS1 4LN, United Kingdom
Email: sales@haleandhale.co.uk

When contacting us about an order, please provide your order number, name and delivery postcode.

2. Who can place an order

You must be at least 18 years old and legally capable of entering into a contract. You are responsible for ensuring that the information supplied during checkout is complete and accurate.

3. Placing an order and contract formation

When you place an order, Shopify will display or send an acknowledgement. This confirms that we have received the order; it does not necessarily mean that we have accepted it. A binding contract is formed when we send a dispatch confirmation, confirm that collection is ready, or otherwise expressly accept the order.

We may decline or cancel an order before acceptance, including where a product is unavailable, information or pricing is materially incorrect, payment is not authorised, we cannot deliver to the address, or we reasonably suspect fraud or misuse. If payment has already been taken for an order we do not accept, we will refund it.

Please check the order acknowledgement promptly and contact us if anything is incorrect. Changes requested after an order has entered production, preparation or dispatch might not be possible, but this does not affect any statutory cancellation right.

4. Products and product information

We take reasonable care to describe and display products accurately. Colours and finishes can appear different because of screen settings, lighting, natural material variation and manufacturing tolerances. Dimensions are approximate unless stated otherwise, so you should measure the intended space, access route, doors, stairs and lifts before ordering.

Product images are illustrative. Accessories shown in an image are not included unless the product description says they are. Natural materials, fabrics, stitching, grain and colour can vary slightly without making the product defective.

Many furniture products are delivered flat-packed or require assembly. Any assembly, room-of-choice, packaging-removal or old-product removal service applies only where it is expressly offered and included in your order.

We may make minor changes that do not materially affect a product's quality, function or appearance, including changes needed to comply with law or safety standards. We will not substitute a materially different product without your agreement.

5. Prices, taxes and payment

The price payable is the price shown at checkout when you place the order, together with any delivery or optional service charges displayed before payment. Prices include VAT where applicable.

Obvious pricing or description errors do not bind us. If we discover a material error before acceptance, we will contact you and give you the option to proceed at the correct price or cancel for a full refund.

Payment is processed using the methods offered at checkout. Shopify and the relevant payment provider may process payment and fraud-prevention information. We do not generally receive or store your complete payment-card details. If a third-party finance or pay-later service is offered, its separate eligibility checks, privacy notice and customer terms also apply.

6. Discount codes and promotions

Discount codes and promotions are subject to any specific terms shown with the offer. Unless stated otherwise, they cannot be exchanged for cash, used after expiry or combined with another offer. We may refuse or cancel the use of a promotion where it has been applied contrary to its terms, fraudulently or because of an obvious error.

7. Delivery

Available delivery services, charges and estimated times are shown on the product page, at checkout or in your order confirmation. Delivery dates are estimates unless we expressly agree a guaranteed date. We will deliver without undue delay and, unless another period is agreed, within 30 days after the contract is formed.

Some orders may arrive in more than one delivery. We or our delivery partner may contact you by email, telephone or SMS to arrange or update delivery. You must provide accurate contact details and tell us in advance about access restrictions, parking restrictions, narrow entrances, stairs, lifts, upper floors or other circumstances relevant to safe delivery.

Unless a room-of-choice or assembly service is expressly included, delivery is to the nearest safe and accessible entrance at the delivery address. Delivery teams are not required to move existing furniture, remove doors or windows, dismantle items, or take goods to a location they reasonably consider unsafe or inaccessible.

If delivery cannot be completed because no responsible adult is available, the address or contact information is wrong, or material access restrictions were not disclosed, we may charge the reasonable direct cost of storage or redelivery. We will tell you about the charge before arranging another attempt.

If we miss an estimated delivery date, we will contact you and arrange a new date. We are not responsible for losses caused by delay that we could not reasonably foresee or avoid, but this does not affect your statutory rights, including any right to cancel when delivery by an agreed essential date was required.

8. Risk and ownership

Goods are at our risk until they come into your physical possession or the possession of a person you identify to receive them. Ownership passes to you when we have received payment in full and the goods have been delivered.

9. Checking goods on delivery

Please inspect the packaging and goods as soon as reasonably possible. If an item is damaged, incomplete or incorrect, contact us promptly and, where reasonably possible, provide photographs of the packaging, product label and issue. Prompt notification helps us investigate with the delivery provider, but failure to report within a short voluntary period does not remove your statutory rights.

Do not dispose of an item or packaging needed for a return until we have advised you what to do. Do not assemble or continue using an item if doing so could worsen visible damage or create a safety risk.

10. Your right to cancel

If you are a consumer who bought online, by telephone or another distance method, you normally have the legal right to cancel without giving a reason. For most goods, the cancellation period ends 14 days after the day you, or a person you nominate other than the carrier, receives the goods. For an order delivered in separate lots, the period generally ends 14 days after the last lot is received.

To cancel, make a clear statement by emailing sales@haleandhale.co.uk or writing to the address above. You may use the model cancellation form in our Return and Refund Policy, but you do not have to. Our Return and Refund Policy explains return arrangements, costs and refund timing.

The statutory cancellation right does not apply to goods made to your specifications or clearly personalised, or to other legally excluded goods. Any exclusion will be identified before purchase. This does not affect your rights if goods are faulty, not as described or otherwise do not conform to the contract.

11. Returns, exchanges and refunds

Our Return and Refund Policy forms part of these Terms. For a change-of-mind cancellation, you must return the goods within 14 days after telling us you wish to cancel. You are responsible for the direct return cost unless we agree otherwise or the goods are faulty, incorrect or not as described.

You may inspect goods as you would reasonably do in a shop. We may reduce a change-of-mind refund to reflect diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Missing packaging alone does not automatically remove a statutory cancellation right, although inadequate packaging or excessive handling may cause damage or diminished value.

We will refund any amount due using the original payment method unless you expressly agree otherwise. The detailed timing and any refund of standard outbound delivery costs are set out in our Return and Refund Policy.

12. Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for any purpose made known to us, match their description and conform to the contract. Your remedies under the Consumer Rights Act 2015 may include repair, replacement, a price reduction or refund, depending on the circumstances and timing.

Any manufacturer's warranty or commercial guarantee advertised with a product is additional to, and does not replace or limit, your statutory rights. A warranty might not cover fair wear and tear, accidental damage, misuse, neglect, failure to follow care or assembly instructions, or unauthorised alterations, but those exclusions do not affect rights relating to an inherent fault.

13. Assembly and care

Follow all supplied assembly, use, weight-limit and care instructions. Use appropriate tools and enough competent people for safe assembly. Before arranging an independent installer, check that all packages and parts have arrived and that there is no visible damage.

We are not responsible for damage caused by incorrect assembly, misuse, unsuitable placement, failure to follow instructions, unauthorised repair or normal wear and tear. This does not exclude responsibility for a defective product or defective instructions.

14. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable when the contract was made.

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory rights.

Products sold under these Terms are intended for domestic and private use. If you use them for commercial, business or resale purposes, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity, to the extent permitted by law.

15. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control. We will contact you as soon as reasonably possible, take reasonable steps to reduce the effect of the event and arrange a revised delivery where appropriate. If there is a substantial delay, you may have the right to end the contract and receive a refund for goods not supplied.

16. Privacy

We process personal information as described in our Privacy Policy. We share the information needed to process payments, prevent fraud and fulfil deliveries with Shopify and relevant service providers. Each third-party payment or finance provider may also act as a separate controller under its own privacy notice.

17. Website use and intellectual property

The website and its text, graphics, photographs, branding and other content are owned by us or licensed to us and are protected by intellectual-property laws. You may use the website for personal shopping and may not copy, scrape, reproduce, distribute or exploit its content commercially without permission.

You must not misuse the website, introduce malicious code, attempt unauthorised access, interfere with operation, or use it for unlawful or fraudulent purposes. Links to third-party sites are provided for convenience; we do not control or endorse their content.

18. Changes to these Terms

We may update these Terms for future orders to reflect changes in law, our Services or business practices. The Terms applying to your order are those made available when you placed it, unless a change is required by law or you agree to it.

19. Other important terms

If any part of these Terms is found unlawful or unenforceable, the remaining parts continue in effect. A delay in enforcing a right does not waive it. You may transfer your rights only with our written agreement, except where the law permits otherwise. We may transfer our rights and obligations if this does not reduce your protections.

No person other than you and us has a right to enforce these Terms, except where the law expressly provides otherwise.

20. Governing law and disputes

These Terms and any contract between you and us are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also retain the benefit of any mandatory protections of your local law. You may bring proceedings in the courts of the part of the United Kingdom in which you live.

Please contact us first so that we can try to resolve any concern.