Domestic terms & conditions

We want you to be happy with the goods that you purchase and with the service that you receive from us. These are our conditions of sale and you should read them carefully as they apply to your order. We ask you to review your order and accept these terms and conditions of sale prior to placing your order. Please note these conditions of sale are for online Domestic customers only and if you have placed an order as a Commercial client directly with us, separate terms and conditions apply.

  • The supplier of the goods under your order is Citradi Ltd whose registered office is at Suite 110, 15 Cromwell Business Park, Chipping Norton, Oxfordshire, OX7 5SR (company number 10680973). All communications must be made by email help@citradi.com, by calling 01608 811488 or by post to the registered office.
  • When you order goods from us a contract will be formed when you receive a copy of your email order confirmation. If your order is placed over telephone, a contract will be formed once you receive an order confirmation.
  • If you want to change your order (including the arrangements for delivery or collection), you must contact us immediately as any changes may delay the delivery of your order. To cancel your order or any part, please see section 5 below, ‘YOUR RIGHTS TO CANCEL YOUR ORDER’.
  • If you purchase the same goods under two or more orders, we cannot guarantee that the goods supplied will be from the same batch and be an exact colour match.
  • You are responsible for the confidentiality and maintenance of your personal account information and password. You accept responsibility for all activities which occur under your account and password. It is important that you keep your personal details and password confidential and secure, if you have any reason to suspect that your password has become known to someone else, has been or is likely to be used without your authorisation you should contact us immediately. Citradi shall not be liable to any person for any loss or damage as a failure by you to protect your password or account details.
  • Citradi reserves the right to refuse access to the website, terminate personal accounts, amend and remove content and cancel orders (at no cost to you).
  • Your account contains all of your order history, your delivery details, address book and e-mail preferences. You can see and edit any of this information by logging in using your username and password.
  • You guarantee that when you register with us as a customer all of the information which you provide is true, accurate and up to date. If any of the information provided changes you must inform us immediately by contacting us either by email help@citradi.com or by calling 01608 811488.
  • You must not impersonate any other person or entity or use a false name or a name which you do not have authority to use. You must not use the website in any way which will cause or is likely to cause the website to be impaired, damaged or interrupted in any way.
  • The price for the goods (including any applicable delivery charges) is as set out in the order confirmation. Extra delivery charges may apply – see section 7 ‘EXTRA DELIVERY CHARGES’.
  • You must pay in full for the goods (including any applicable delivery charges) at the time of placing your order.
  • Ownership in the goods we supply to you will not pass until we have received all sums due and payable by you for or in connection with the goods, including delivery charges.
  • Prices are inclusive of VAT unless otherwise stated.
  • Citradi is under a legal duty to supply goods that conform to the contract. Where goods are defective or not as described − then please see section 10 ‘QUALITY’ and nothing in this section limits your rights where goods are defective or not as described.
  • Where you have ordered your goods by internet, e-mail or telephone, under the Consumer Contract (Information Cancellation and Additional Charges) Regulations you may cancel your order at any time between placing the order and within 14 days after the goods come into your possession (or the last item of a multiple order comes into your possession). This does not apply to goods made to the customers specification or are clearly personalised.
  • To cancel call 01608 811488, email help@citradi.com or write to us at Citradi Ltd, Suite 110, 15 Cromwell Business Park, Chipping Norton, Oxfordshire, OX7 5SR.
  • Please take reasonable care of the goods, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.
  • Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
  • All orders are made-to-order. These goods are produced only upon the request and confirmation of your order. Any cancellations for made-to-order items will need to be made within 14 days from the date your order was placed, or in accordance with your rights under the Consumer Contract (Information, Cancellation, and Additional Charges) Regulations after which all goods will be subject to a cancellation charge of 20% of the price of the goods. This will be deducted from any refund due to you.
  • Cancellation must be by the person who placed the order. If you cancel by telephone, we will need to be satisfied that you are the person who placed the order.
  • The delivery cost for all orders is £99.00 per delivery. Most deliveries are made Monday to Friday between 8am − 9pm. Delivery at this rate is only available to mainland UK.
  • Delivery outside of the mainland UK is subject to the availability of our delivery service in the area and cannot be guaranteed.  Please contact us if you live outside the mainland UK for a delivery price and availability.
  • All Citradi furniture is made-to-order, we’ll be in touch by text, email or phone once the finished item is ready – usually it takes 8-10 weeks (in some cases it could be up to 12 weeks). At that point you can book a convenient delivery slot by email help@citradi.com or by calling 01608 811488.
  • Please note delivery lead times stated excludes all Bank Holidays and Sundays.
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  • The Citradi delivery service will deliver to room of choice however this is subject to access and Health & Safety guidelines. You must tell us when arranging delivery about any special factors that may result in delivery being more costly and/or taking longer than it otherwise would have, such as parking restrictions, narrow bridges or small entrances.
  • We recommend reviewing the dimensions of the furniture before ordering.
  • Extra charges for delivery may apply in any of the following circumstances:
  • If you change the address where your goods are to be delivered at short notice.
  • If delivery is more costly and/or takes longer than it otherwise would have because of any special factors that you failed to tell us about.
  • If the goods need to be redelivered because of access problems (e.g. small door frames, awkward turns, narrow passages, steps etc.) at the delivery address or because the goods would not fit into the room for which they were intended.
  • If the goods need to be redelivered because there was no-one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery.
  • If you need to inform us of any special factors regarding your delivery after you have placed and confirmed your order please call 01608 811488 or email help@citradi.com.
  • We will let you know if any extra delivery charges are payable and you must pay these charges before delivery or re-delivery (as appropriate) or, if charged after delivery, within 7 days of receiving notice of such extra delivery charges.
  • For our Furniture products, if we attempt to deliver goods to a delivery address but delivery is impossible or impractical, you may contact us with an alternative delivery address and we will redeliver to that alternative delivery address. However, if we do not hear from you with a suitable alternative delivery address within 7 days of the attempted delivery, then we may cancel your order and deduct a charge for our administration, transit and storage costs which will be no more than 20% of the price of the goods from your refund. Delivery charges will not be refunded.
  • If delivery proves impossible or impractical on 2 or more occasions because of access problems, the goods will not fit into the room for which they are intended or because there was no-one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery, then we may cancel your order and deduct a charge for our administration, transit and storage costs which will be no more than 20% of the price of the goods from your refund. Delivery charges will not be refunded.
  • Occasionally the delivery of your goods may be delayed by circumstances outside our control. If for any reason we are unable to deliver the goods within the original approximate timeframe then we will notify you of the delay and new timeframe as soon as possible.
  • If you cannot wait for the goods, you must let us have notice of cancellation from the person who placed the order. If we receive your notice of cancellation as set out above, then you will receive a full refund.
  • This request must be e-mailed to help@citradi.co.uk or please call 01608 811488. However, Citradi cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.
  • On delivery of your furniture products, you will be asked to sign for the goods and to inspect any upholstery goods that have been unpacked to ensure you accept them. For this reason you should be present at delivery yourself. However, if you do ask someone else to take delivery for you, then you must make sure that they are aware of what they need to do.
  • We will be pleased to unpack all upholstery goods for you.
  • We will deliver your goods to the room of your choice, however this is subject to access and Health & Safety guidelines.
  • Please notify us of obvious defects that are apparent on first inspection of the goods, such as missing parts or damage, within 7 working days of delivery and additionally, wherever possible, by describing the defects on the ‘proof of delivery’ document you are asked to sign.
  • For other defects, please notify us as soon as you discover those defects and at the latest within 7 working days of delivery.
  • You may notify us by e-mail at help@citradi.co.uk or please call 01608 811488. Your statutory rights, in particular your rights under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations, and Sale of Goods Act are not affected.
  • You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to establish whether those defects are our responsibility.
  • Where we need to send the goods away for examination and testing, then you will permit us (or our agents) to collect the goods from you for that purpose.
  • Where defective goods are exchanged, you must allow us to collect the defective goods from you. Please also note that you may have to wait for replacement goods as all goods are made-to-order.
  • Where it cannot otherwise be established that we supplied any goods that are claimed to be defective, for example because sewn-in labels have been removed, then we may require you to produce proof of purchase.
  • When we are satisfied that the goods are faulty you will be offered a replacement or full refund of the original purchase price. Nothing in this section affects your statutory rights as a consumer.
  • Once you have received confirmation of your order, changes can only be made to your personal details up to the point of your delivery being booked with you.
  • If you wish to make changes to the items ordered, your order will need to be cancelled and a new order placed.
  • Both may be completed by e-mailing help@citradi.co.uk or calling 01608 811488.
  • Changes made to your order after the original confirmation will result in a new approximate time frame for delivery. We will give you an indication of the new approximate time frame once we have confirmed your cancellation and a new order has been placed.
  • Please note that all items are made-to-order, cancellations can only be made in accordance with your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations or within 14 days from the date you placed your order, after which it is not possible to cancel without incurring extra charges. Any cancellations after this period would result in a cancellation charge which will be no more than 20% of the value of the goods. This will be deducted from any refund due to you.
  • To obtain a refund you must take reasonable care of the goods. If you fail to do so we reserve the right to refuse the refund or deduct a charge based on the condition of the goods.
  • It is not possible to refund made-to-order items unless you cancel in accordance with your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations or they are faulty or not as described, in which case we may ask to review the goods through an independent inspection before a refund is given. Your consumer rights are not affected.
  • To return items purchased through our website, we will make arrangements for the goods to be collected from you. Please note this will incur a lead-time. You will be contacted to arrange this in with you.
  • All items are made-to-order and these goods are produced only upon the request and confirmation of your order. Any cancellations will need to be made in accordance with your rights under Consumer Contract (Information, Cancellation and Additional Charges) Regulations or within 14 days from the date your order was placed, after which all goods will be subject to a cancellation charge of 20% of the price of the goods. This will be deducted from any refund due to you.
  • Your refund will be processed as soon as possible and in any event within no more than 28 days of the day you have given us notice of cancellation.
  • Until the goods are returned to us, you are responsible if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation.
  • We will only make a refund using the same method of payment originally used by you to pay for your purchase.
  • Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.
  • All goods are made-to-order but subject to the availability of materials. If for any reason beyond our control we are unable to supply any goods then you will be offered a full refund or, if available and acceptable to you, substitute goods of equivalent quality and price.
  • To get the most out of any goods, please take care to follow the Care Instructions outlined on the website.
  • The goods we sell online are for consumers for general domestic use only and must be used for the intended purpose. If you have placed an order as a Commercial client directly with us, separate terms and conditions apply.
  •  All pictures shown are for illustration purpose only. Colours, fabrics and finishes detail may differ slightly from photos due to different monitor settings.  We strive to make our photos as accurate as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.  We would advise purchasing fabric samples before purchase to ensure you are happy with the colour and fabric choice.  These can be found in the Place an order.

  • By using the Citradi website, you are agreeing to our Privacy Policy and Cookie Policy and consent to the use of cookies and similar technologies by us.
  • Your privacy is very important to us at Citradi and we are committed to treating your personal data (e.g. your name, telephone number, e-mail address, billing and delivery address,) with total respect and confidentiality.
  • We will not be responsible for any delay in complying or failure to comply with our obligations under these conditions of sale if that delay or failure is due to any circumstances outside our reasonable control including without limitation fire, flood, acts of terrorism or where we are let down by a supplier.
  • These conditions of sale are in addition to, and do not affect, your statutory rights as a consumer. They are the only terms and conditions that are applicable to your order.
  • You may not transfer your rights under the contract between us to any third party without Citradi’s prior written consent.
  • If any term of these Conditions of Sale is determined by any competent authority to be invalid, unlawful or unenforceable to any extent, then such term will be severed from the remaining terms which will continue to be valid to the fullest extent permitted by law.
  • If you do not comply with these Conditions of Sale and we take no action in respect of that non-compliance, our right to take action in the same or a similar situation in the future will not be affected.
  • In case of any online shopping disputes, please email help@citradi.co.uk or call 01608 811488. All communications will be in the English language.
  • These Conditions of Sale and any contract formed in accordance with clause 1 of those Conditions are governed by and construed in accordance with English Law and will be subject to the exclusive jurisdiction of the courts of England and Wales.
  • When we refer to “you” and “your” we mean the user of the Website and purchaser of Goods.
  • Our privacy policy, which sets out how we will use your information, can be found at Privacy Policy. By using this Website you consent to the processing described therein and warrant that all data provided by you is accurate.
  • You must not misuse this Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as “spam”; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. Citradi Ltd will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
  • You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Citradi Ltd.
  • If you have any questions about the terms and conditions, the Goods or the Website please email us at help@citradi.co.uk or call us on 01608 811488.
  • We try to make sure that all information on the Website is accurate and correct at all times. However, mistakes do happen. We will try to resolve all information errors on the Website as soon as reasonably possible, and if we reasonably think that such an error has affected your purchase of Goods we will try to let you know. However, because we take these steps we will not be liable to you for any errors on the Website.
  •  Subject to availability. Prices are as displayed on the website at the time of offer. Offer cannot be used in conjunction with other offers. Offers exclude delivery.