Online Terms

Online Terms & Conditions of

By using or accessing our website and/or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use or access our website or place orders.

These terms relate to sales over the Internet and over the phone with

The contract made by you on-line with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions, proposed by you.

You should not proceed with your purchase until you have read and agreed to these terms and conditions.


Product Specifications


We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased. Please email or call ahead to check exact sizes or potential ornamental changes as on occasions minor adjustments may have been made by our supplier.


Products supplied may differ as a consequence from those on display or advertised. Unless agreed with you, the products supplied will be of equivalent value, functionality and appearance.


All products in our OAK bathroom furniture range is made from quality natural wood and accordingly appearances may vary. Some woods will mellow with age and exposure to sunlight. When you are purchasing our furniture you are buying handmade furniture where varying degrees of distressing is generally applied. This is very much intended and makes each piece totally individual as desired by the craftsmen. We sell only genuine designs some with varying degrees of distressing from piece to piece; this may involve wood splits, wood filling, knots, purpose distress/scratch marks, antiquing etc etc. Certain degrees of filler will be used on oak furniture this is common and very much part of the manufacturing process.


The majority of our products are sold fully assembled, however on occasions certain pieces will need minimal assembly, this has been deemed fit to protect the item in carriage. This applies to Oak Bathroom Furniture, and, Basin sets that include taps and wastes fittings.


We endeavour to display as accurately as possible the colours of our products that appear on the website. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and batching can affect the colouring of items in a picture.


When you purchase items from a clearance/discontinued/SALE range please note that this stock is new and boxed. The items are from a discontinued range and as such are being sold as seconds. These items may have been excessively handled so may have knocks, scratches or other defects due to being over handled. The sale price takes this into consideration, and any such damage will be specified in the product advert.




We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please email ahead if a small change in size may deem the item unusable.


All dimensions specified by us are approximate.




All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.


Goods are delivered on weekdays directly to your home address. If you live within the UK mainland, the delivery will be free of charge (surcharge areas apply, please see Delivery Page for conclusive information) however any cost of return of non faulty items will be with the customer . We will use 2 methods of carriage which we will determine on purchase. On larger item pallet deliveries you will receive a call from our customer service to book a convenient delivery date that suits you.  However for smaller items a parcel carrier will be used and the driver will not call you.  We advise you monitor the tracking for updates on the estimated delivery slot.


The prices displayed on the website are for on-line purchases and promotions only and are not transferable to sales through any other means.


The prices displayed on the website in relation to any on-line promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.


We will not be bound to honour any prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a refund will be offered.


As a company, we regularly promote offers on ranges and individual items this can result in items ordered subsequently being sold at a lower (or higher) price. As soon as orders are placed on the website, orders are processed to a dispatch team, and space booked on delivering vehicles. This is an operation that takes time, and reserves spaces with haulage service providers, at a cost to us, if items are reduced in price prior to delivery, the price paid at time of purchase applies, and should the order wish to be cancelled, will be subject to a 10% restocking and administration fee




You must pay by credit, charge or debit card at the time of order. The price of any product is the price in force at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website will be correct; that the credit charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your credit charge or debit card details before accepting your order.

Payments are primarily processed through Sagepay / Paypal however on occasion Worldpay will process the payments for Whiteholme Limited

The card types accepted through Worldpay are:

Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron, Maestro, JCB


Payment will be taken in full at the time of the order.


The contract shall not have been concluded until we have completed all of the following steps: we have received your valid credit card charge or debit card payment details, we have accepted your on-line order and sent you confirmation of receipt of your order by return e-mail to the address you have given us during the registration procedure and on ordering and then we dispatched the goods to you.


We are entitled to refuse any order placed by you.




We are only able to deliver online orders to you if you have a permanent address on the UK mainland.


We will Endeavour to fulfil your order by the date set out in the e-mail by which we confirmed your order. Where this e-mail did not contain such a date we shall endeavour to fulfil your order within the time-scales advertised on the individual products on your order.


Orders totalling less than 30kg may be dispatched by courier.


For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given.


You are responsible for providing a safe means of access from the public highway to the place of delivery. If the carriers delivery staff consider that access is unsafe then we will not deliver the goods until safe access is provided.


If our carriers accidentally damage goods in the course of delivery our liability for that damage is limited to the repair, replacement or refund of the goods or the value thereof.


For orders that are arranged using the Oak Cabinet  Single Person Kerbside Pallet Delivery services. Goods are despatched from our warehouse to the relevant delivery company, we then notify the customer by e mail that the goods have been despatched. Upon the receipt of this e mail, if the customer decides to change the order or not want the order – even before it has been delivered or delivery attempted, there will be a £65 fee charged. This is because as soon as the goods are collected from our warehouse charges are levied on us by the delivery companies.  This £65 will be deducted from subsequent refund if required, or requested before delivery of alternate goods.


Time of delivery is not of the essence in these terms and conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of or any reasonable rescheduling of delivery.


If items are received damaged please e mail us at [email protected] within the timescales set out on the page titled ‘Delivery’  and we will rectify the problems as soon as possible. 
Please do not ask our carriers to arrange exchanges without emailing or calling us as information is not always relayed back to us correctly. If an individual driver from our carriers tells you that they will report and take care of this please ignore this and be sure to email us directly.
Please report damages within 24 hours of delivery. Failure to report damage within this timescale will mean we will be unable to replace or refund for a damaged / faulty item
Please note we will require proof of the damage from a photograph in order to facilitate allowance, exchange or refund of the item.


Please remember that although we offer Free Delivery we do subsidise your delivery fees on these items, if you wish to return these items we reserve the right to refund less than the original purchase price. This is because we subsidise your original delivery fees which are absorbed in our profit margin, unfortunately we cannot do this for returned items therefore this will be chargeable at the cost we have incurred to deliver the item to the customer. Proof of this cost will be made available if requested


In the event that you may choose to have your goods delivered to your own 3rd party carrier – we will not accept any responsibility or liability for any damage to your goods. The forwarding delivery is at the risk and the customer when using your own 3rd party carrier.


For full and detailed costs and information on the delivery of orders, please see our delivery page by clicking here.  At time of purchase, we will ask you to tick that you have read and understood these terms prior to completion of purchase


Your Right To Cancel, Returns and Refunds


Our Refund and Returns Policy Details

As a company, we are guided and adhere to the two following Retail Regulations

- Consumer Contracts Regulations ( Information, Cancellation and Additional Charges ) 2013 ( Click here to view in full )

- Sales of Goods Act 1979 ( Click here to view in full )

- Further information in depth information is available at the website . This is a Trading Standards Institute website ( Click here to view in full )

Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or mis described. Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us in their original condition within 30 days and we will offer you an exchange or refund 

- Right To Cancel:

We allow all our customers  the right to cancel your order within 30 days from delivery. You must notify us by email within 30 days from delivery with your intention to return the item.  On Receipt of this notification, we will issue you guidelines on how to return the items to us, via e mail. This will take the form of a Cancelation Form and we will also advise a returns number to help with the speedy processing of the cancelation / return. 

- Returns and Refunds Procedure:

If you wish to return the goods within the 30 days, please take reasonable care of the items and it would help if you retained the original packaging.

Please return goods in the same condition as received. We request that if you or the carriers open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Please re-package as received in order for us to re-sell the item as brand new. If the carriers unwrap an item please ensure the packaging remains with the customer. Please do not allow carriers or any other party to destroy any packaging as we request the item to be returned with original packaging 

Please take into account before purchasing our products that once items are dispatched from our warehouses the costs involved with return will be with the customer at the price we have paid to deliver the goods, proof of this cost will be made available if requested. Therefore it is essential if cancelling an order to let us know immediately to avoid unwanted items being dispatched.

Please note if any items are damaged or faulty please always e mail us to [email protected] within 24 hours to report this matter.

Please do not return items without prior authorisation. The returns authorisation is valid for up to 30 days only from delivery.

Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account.

- Refunds:

Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund authorised only after a full inspection of the goods by our Returns department to check for completeness and correct product return.

For all goods received back complete as NEW and unused including all accessories; you will be refunded the full invoice amount less cost of return / any additional delivery charges paid i.e. 24 hour delivery cost, location surcharge etc. Due to the checking and repackaging requirements of products, any order returned for refund or exchange will be subject to a 10% restocking fee over and above any additional delivery charges paid I.e. 24 hour delivery cost, location surcharge etc. This amount will be deducted from the refund or exchange value.

With our Oak Bathroom products, please note on rare occasions due to extreme climate changes in shipping you may find slight swelling on doors or drawers thus making them stiff to open, it is important not to return or refuse the item if this is case. Usually this will rectify itself in a matter of 7 days once the timbers adjust to their new environment and heating conditions, you may also find that simply swapping the drawers will remedy this. However on rare occasions the timber movement may not settle and you may need to sand or shave a small amount from a drawer or door, if so please shave from the bottom of the drawer front or from the side of the door as this will not be noticeable with regards to the look of the furniture. A simple touch of danish oil will then protect any adjustments made. Currently less than half of one percent ( 0.50% ) of our furniture is affected by timber movement ,however please could we ask you to bear in mind that you are purchasing natural timber products where slight timber movement in shipping is a slim possibility. Therefore stiff drawers or doors will not be deemed as faulty or defective. This means you are purchasing our furniture on the understanding that any necessary simple adjustments would be need to be undertaken by the customer at the customers expense. If you do not wish to undertake any adjustments needed and wish to return the item we will of course offer a refund under our full 30 day moneyback offer.

Please take care to research all the above points further with your local specialist as to avoid any disputes after purchase. 

If you are unable, for whatever reason, to facilitate collection or delivery of your goods on the confirmed date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, an aborted collection / delivery fee of £65 will be charged.

For purchases made up of different component parts i.e Basin + Tap + Waste Set, Oak Cabinet + Basin + Tap + Waste Set and bought as part of a ‘set’ pricing offer, the following refunds amounts will be made if components are returned to us:

-          Tap £25

-          Waste £12.50

-          Bottle Trap £15.00

-         Oak Cabinet Basin + Tap + Waste Set £30

Components will not be refunded at the value that the component is being sold on the website individually.


After this 30 day period has expired we will be unable to accept returns of any items purchased unless faulty.


Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.


If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require compensation or other remedy, you must report the defect within 24 Hours of the date you receive them, or as soon as possible thereafter by emailing us. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non faulty items returned will always be returned at the expense of the customer at cost paid by us for initial delivery per item.


We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.


Guarantees and Claims under Guarantee


The provisions of this clause 8 and clause 9 below, apply in addition to your statutory consumer rights in relation to faulty or misdescribed products. These rights are not affected by the guarantee.


The guarantor is Whiteholme. Our postal address is Clickbasin, CMO Group, Burrington Business Park, Burrington Way, Plymouth, Devon, PL5 3LX.


We guarantee all products against faulty workmanship and/or faulty materials for a minimum period of 12 months from the actual date of delivery.


These guarantees do not cover fair wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your goods in failing to follow correct care procedures* including the oiling and waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or loss or damage caused by a third party.


We advise that no bookings are made with plumbers or tradesmen until you  have received your goods and have checked them over for any suitability or potential damages. We will not be held liable for any plumber's cancellation fees. Due to late or misdelivery, damage, faulty goods, change of specification / dimensions or unsuitability of product for use 


We will arrange to repair or replace a defective or incorrect item free of charge. Should a replacement no longer be available or circumstances determined by the seller make a replacement impractical, it may be replaced with a part that most closely matches it. Alternatively at the discretion of the seller an allowance may be made for customers to arrange a local repair.


We will not be liable for any direct or indirect loss of profits or other financial loss or damage arising out of defective, damaged or wrongly delivered products over and above the value of the goods themselves. This does not affect your statutory rights.


Site Content and Disclaimers


Every effort is made to ensure the complete accuracy of our website, however some prices/details contained on the website may change from time to time and it is possible that errors will occur. We will use our best endeavours to rectify any errors, as swiftly as possible but we cannot be responsible for any losses incurred.


To the maximum extent permissible by law, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on this website. We cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon the information contained on this website.


This site is owned and operated by Clickbasin, CMO Group, Burrington Business Park, Burrington Way, Plymouth, Devon, PL5 3LX

Any material downloaded or otherwise obtained through the use of this website is done at your own discretion and risk and that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.


Data Protection


Whiteholme have applied to be a registered Data Controller in accordance with the Data Protection Act 1998 ("The Act").


We process your personal data in accordance with the Act.

9.3 does not display ads from other companies. However, from time to time we may engage in advertising on other websites to promote this website. The advertising partners we use may serve ads that it believes are most likely to be of interest to you, based on information about your visit to this and other websites (this information is anonymous in that it does not include your name, street address, e-mail address or telephone number). In order to do this, our advertising partner may need to place a cookie on your computer. For more information about this type of online behavioural advertising, about cookies, and about how to turn this feature off, please visit


Applicable Law


We control and operate the web site from our offices within England. Accordingly the laws of England and Wales govern claims relating to, including the use of, this web site and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England a and Wales will apply at all times.