Terms of service

Nue Modern Design Ltd Suite RA01, 195-197 Wood Street, E17 3NU London

These terms and conditions ("Terms") apply to all orders placed through nue-modern.com (the "Website"). Please read them carefully before placing an order — they explain who we are, how we supply products to you, your rights to cancel or return an order, and what happens if something goes wrong. If you have any questions, contact us at info@nue-modern.com before you order.

By placing an order, you agree to be bound by these Terms. If you don't agree to them, please don't use the Website.

Nothing in these Terms affects your statutory rights as a consumer.

REGISTRATION

Any personal information you provide when registering or placing an order must be accurate, current and complete. Please let us know straight away if any of your details change, by emailing info@nue-modern.com.

HOW THE CONTRACT IS FORMED 

Once we receive your payment, we'll confirm your order has been accepted by email, to the address you provided. This confirmation creates a legally binding contract between us. We recommend keeping this email, as it also serves as your proof of purchase.

PAYMENTS

You can pay by Visa, Mastercard or American Express. All online payments are processed securely by Shopify Payments, in line with PCI-DSS standards. We don't see or store your full card details — these are handled directly between you and our payment processor.

If payment isn't received after you submit an order, we may automatically cancel it. Payment by bank transfer must reach us within ten working days of the order being placed, after which the order will be cancelled.

PRODUCT INFORMATION

Many of our products are high-quality pieces inspired by iconic designs, rather than originals manufactured by the original designer or brand. We are not affiliated with, endorsed by, or connected to the original designers or manufacturers, and any reference to a designer or original product name is for descriptive purposes only, to help describe the style of the piece.

We do our best to represent colours accurately online, but screens vary, so colours should be treated as a guide rather than an exact match. Measurements are taken manually, based on manufacturer information, and may vary slightly — small variations are normal in furniture manufacturing.

Products made from natural materials (leather, wood, marble, stone) will vary in grain, tone and texture from piece to piece — this is a feature of natural materials, not a fault, and items bought separately may not match exactly.

Most products arrive fully assembled; some require simple self-assembly, which will be noted on the product page.

LEAD TIMES

  • Standard / in-stock items: 2–5 weeks, not including customs clearance time, which varies by destination.

  • Made-to-Order items: 12–14 weeks on average, measured to arrival at our UK warehouse. A few things can affect this:

    • Shipping — loading delays, weather, port congestion or customs hold-ups at origin, which are outside our control.
    • Production — availability of raw materials, public holidays and similar factors can slow production.
    • Order timing — we import from our suppliers roughly once a month. If your order isn't ready in time for the next shipment, it goes out with the following one, which extends the lead time.

    Please allow up to 18 weeks for Made-to-Order items. We'll get in touch if we become aware of any further delay.

  • Custom Made items: lead time depends on the complexity of the project and will be confirmed when you order, as we can't give a standard estimate.

Our suppliers close for all of August, over Christmas, and for Chinese New Year (typically all of February) — please factor this in if ordering around these times, as it adds to the estimated lead time.

DELIVERY

We deliver to the address you provide at checkout. Shipping costs are calculated at checkout based on size, weight and destination. Delivery is kerbside only, and delivery windows are estimates rather than guarantees.

You'll receive tracking information by email where available. Ownership and risk in the goods pass to you once they (or someone you've nominated to receive them) take physical possession.

Please inspect your delivery before signing for it. If you notice damage, you're entitled to refuse the delivery, or note it on the delivery paperwork — this helps us raise a claim with the courier quickly. Signing for a delivery doesn't remove your right to report damage that only becomes apparent once you unpack the item (see Section 9) — but reporting promptly genuinely helps, particularly for courier insurance claims, so please get in touch within 3 working days of delivery if anything's wrong, with photos and a brief description, to info@nue-modern.com.

If we're unable to deliver because you're unavailable, or because incorrect details were provided, we'll try to rearrange delivery or arrange collection. If, after reasonable attempts, the order is returned to us undelivered, we may cancel the order and deduct our reasonable costs (such as return shipping, storage and insurance) from your refund, capped at 20% of the order value.

Once delivered to you, you're responsible for the goods. If your delivery is lost or damaged in transit before reaching you, let us know and we'll help raise a claim with the courier — we're not the courier ourselves, and can't guarantee the outcome of their investigation.

IMPORT DUTIES (ORDERS OUTSIDE THE UK)

If you're ordering from outside the UK, your order may be subject to import duties, taxes and customs clearance fees in your country, which are your responsibility to pay. Please check your country's import rules before ordering. If you refuse to pay these charges and the goods are returned to us by customs, we may deduct our reasonable costs (return shipping, storage and insurance, capped at 20% of the order value) from your refund.

CIRCUMSTANCES BEYOND OUR CONTROL 

We're not liable for delays or failures caused by events outside our reasonable control — for example, extreme weather, port congestion, customs delays, or supplier issues. If something like this affects your order, we'll let you know as soon as we reasonably can. If the delay is likely to be substantial, we'll work with you to find a fair solution, which may include a partial refund.

FAULTY, DAMAGED OR INCORRECT GOODS - YOUR STATUTORY RIGHTS 

This section is in addition to, and doesn't limit, your rights under the Consumer Rights Act 2015.

If your item arrives faulty, damaged, not as described, or you receive the wrong item:

  • You can reject it for a full refund within 14 days of delivery (the short-term right to reject).
  • After 30 days, you can ask us to repair or replace it; if that's not possible, or doesn't fix the problem, you're entitled to a price reduction or to reject the item for a refund.

To help us resolve things quickly — and to support any claim against the courier for transit damage — please contact us at info@nue-modern.com within 3 working days of delivery, with a description and photos of the issue, and keep the original packaging where possible. This doesn't limit your statutory rights; it just helps us act fast.

For Made-to-Order or Custom Made items specifically, if your item arrives damaged or defective, we'll arrange a repair or replacement at no cost once we've reviewed your evidence. Please keep all packaging until this is resolved, as our courier partners may need to inspect it as part of the claim.

YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD) 

If you're a consumer ordering a standard, in-stock item, you have the right to cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You don't need to give a reason.

To cancel, email us at info@nue-modern.com within 14 days of delivery. You then have a further 14 days to return the item to us. Once we've received it back (or evidence that you've sent it), we'll refund you — including the cost of standard delivery — within 14 days, to your original payment method.

You're responsible for the cost of returning the item, and for taking reasonable care of it while it's in your possession. We may deduct from your refund if the item's value has been reduced because it was handled more than necessary to check it over (similar to how you'd handle it in a shop). We'd recommend using a tracked, insured returns service — we can't take responsibility for items lost or damaged in transit back to us if sent uninsured.

This cancellation right doesn't apply to Made-to-Order, Custom Made, or items made in your own material (COM), as these are made to your specification — this is an exemption set out in regulation 28(1)(b) of the Consumer Contracts Regulations 2013. (Your rights under Section 9 if a bespoke item arrives faulty or defective still apply in full.)

As a goodwill measure beyond what the law requires, we'll also let you cancel or amend a Made-to-Order or Custom Made order within 7 days of placing it, free of charge. After that point, production is likely to have started, and we won't usually be able to accept changes or cancellation — except where your order hasn't been delivered within 30 calendar weeks of order, in which case you can cancel for a full refund.

RETURNING NON-FAULTY ITEMS OUTSIDE THE COOLING-OFF PERIOD 

If you'd like to return an item you simply don't want, outside the 14-day cooling-off period above, please contact us within 48 hours of delivery to discuss — returns outside this window are at our discretion. Where we agree to a return:

  • The item must be returned in its original packaging, in resaleable condition, within 14 days.
  • Return shipping is your responsibility, including for large or specialist items, where we may need to arrange a specific courier and pass on the cost.
  • Once received and checked, we'll issue a refund or store credit for the item, minus original delivery charges where applicable. We may apply a restocking fee to cover our reasonable costs, capped at 20% of the order value.
  • We'll confirm the return address when you get in touch, as this can vary by product.

This section covers discretionary returns of unwanted items, and is separate from your statutory cancellation rights (Section 10) and your rights for faulty goods (Section 9), which always apply regardless of what's set out here.

WARRANTY

We back our products with a 12-month manufacturer's warranty from the date of delivery, in addition to your statutory rights.

Residential use: covers structural defects in metal or solid wood frames under normal household use, plus a 1-year warranty on soft components (stitching, piping, buttons, rubber feet, adhesive bonding). If a covered issue arises, we'll send replacement parts free of charge (estimated 8–14 week lead time). For soft-component issues, we may approve a local repair and reimburse it, with a quote agreed in advance — we're not responsible for the standard of independent third-party repairs.

Light commercial use (offices, hotels, cafés etc.): covers structural defects in metal or solid wood frames only; soft components aren't covered. We may supply parts, coordinate a repair, or replace the item; labour and shipping costs are the customer's responsibility unless we agree otherwise.

Not covered: natural wear or variation in materials (leather, marble, fabric, foam, veneer etc.), damage from misuse, neglect, weather or sunlight exposure, pets, or accidents, and normal cushion compression or fabric fading from sunlight.

To make a claim, contact us within 14 days of noticing the issue, with photos or video and a description, at info@nue-modern.com.

LIABILITY

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that can't be excluded or limited under English law.

Subject to that, we're not liable for business losses (including loss of profit, revenue, contracts, or goodwill), or for indirect or consequential loss that wasn't reasonably foreseeable to both parties when the contract was made. Our liability for the goods themselves is limited to the amount you paid for them, except as set out above or where your statutory rights say otherwise.

We're not liable for damage caused by misuse or by third parties, or for delays in production, delivery or customs that are outside our control.

GOVERNING LAW 

These Terms are governed by the law of England and Wales, and any disputes will be subject to the jurisdiction of the courts of England and Wales.

CHANGES TO THESE TERMS 

We may update these Terms from time to time to reflect changes in our business or the law. The version in force at the time you place your order is the one that applies to that order.

CONTACT US

Nue Modern Design Ltd

Suite RA01, 195-197 Wood Street, E17 3NU London, United Kingdom

Email: info@nue-modern.com

 

By clicking "Complete Order," you confirm you've read and agree to these Terms.