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Terms & Conditions

Consumer, Trade & Press Terms and Conditions of Sale

This page (together with any other web pages or documents referred to on it) tells you the terms and conditions on which we supply the products ("Products") listed on our website ("Website") to you. Please read these terms and conditions carefully before ordering any Products from our Website. Denelli Italia is registered under No.2557458 with the Trade Marks Registry and is a trading name of V Star Ltd. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference.

Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our Website.

1. Information about us:

1.1. is a website operated by V Star Ltd ("we"). We are registered in England and Wales under company number 05831544 and with our registered office and trading address at 10 Tanners Drive, Milton Keynes, MK14 5BW. Our registered VAT number is 915730332. 

2. Your status:

2.1. By placing an order through our Website, you warrant that: 
2.1.1. You are legally capable of entering into binding contracts; and
2.1.2. You are at least 18 years old.

3. How the contract is formed between you and us:

3.1. After placing an order, you will receive an e-mail from with your order confirmation (the Order Confirmation). The contract between us (Contract) will only be formed when we send you the Order Confirmation. 
3.2. The Contract will relate only to those Products we have confirmed on the Order Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
3.3. If we are unable to accept your order we will inform you of this by email.  This might be because the product is out of stock, due to unexpected limits on our resources or because we are unable to meet a delivery deadline which you have specified. 

4. Consumer rights:
Please refer to the latest update on the Consumer Rights Act 2015  

4.1. These terms and conditions only apply if you are dealing with us as a consumer. This section 4. Consumer rights applies only to individuals who order from us. It does not apply to business or commercial customers or those individuals who purchase a Product for business or commercial use.
4.2. Where you are contracting as a consumer, you may cancel the Contract at any time within fourteen days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price you paid for the Products in accordance with our refunds policy (set out in clause 9 below). This does not apply to orders placed in store in our showroom.
4.3. To cancel a Contract, you must inform us in writing, by post to Denelli Italia, 10 Tanners Drive, Milton Keynes, MK14 5BW or by email to You must also return the Product(s) to us at [Denelli Italia, 10 Tanners Drive, Milton Keynes, MK14 5BW] within 14 days of notifying us in writing that you wish to cancel the contract, in a new and unused condition and in the original packaging, and at your own cost and risk. Your refund will be in full and will be made within 14 days of us receiving the Products. You have a legal obligation to take reasonable care of the Products while they are in your possession. This does not apply to orders placed in store in our showroom.
4.4. This provision does not affect your statutory rights.
4.5. Consumer and Commercial/Trade clients - Please note that you will not have any right to cancel a Contract for the supply of any Made To Order or Bespoke Products which are made specifically to your order, for example products which we have upholstered in the fabric of your choice or products which have been altered in size, colour or design.
4.6 For goods purchased on our website ( or over the phone (mail order) you may cancel the Contract at any time within fourteen days of the date of purchase and receive a full refund. After this date if you choose to cancel the item you will lose your deposit. Unless we are able to cancel the item with the manufacturer without incurring a charge. This is normally not the case for bespoke/made to order products.

5. Descriptions and product information:

5.1. We try to show Products on the Website and in our brochure as accurately as possible. Despite this, slight variations may occur. For example the colour of the Product may vary in accordance with the settings of your computer, monitor, software or printer from the colour of the actual Product you receive. 
5.2. All sizes of Products specified on the website/showroom are approximate only. As most of our Products are hand-made especially soft furnishing products like sofas, their actual sizes (manufacture's tolerances) can be approx 5% larger or smaller than specified on the website / in showroom and we ask you to take account of this when carrying out your measurements and/or considering whether to purchase a particular product.
5.3 We reserve the right to make changes to any product at any time from its size, design and visual details.

6. Availability and delivery:

6.1. Delivery will be made to the address specified when you complete the order.
6.2. We use a variety of delivery methods depending on the size of the Product you order and the speed with which you wish to receive it. For more information on our delivery arrangements and prices, please see our Delivery Guide.
6.3. We aim to fulfil your order by the approximate delivery date advertised on or within the delivery period set out in the Order Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the Order Confirmation, unless there are circumstances beyond our control which prevent us from doing so.
6.4. Where we have agreed a delivery date with you, by Order Confirmation or otherwise or, if no such agreement was made, within 30 days of the Contract being formed, and delivery has not been made by that agreed date, you will be entitled to cancel the contract and be provided a full refund (including delivery costs) if you informed us, or it was clear in the circumstances, that delivery within this period was essential.  If you do not wish to cancel the Contract you can provide a new reasonable deadline for delivery. If we fail to meet this new delivery date then you are entitled to cancel the Contract and be provided a full refund. If you did not inform us, or it was not clear, that delivery within the period was essential, you will not be entitled to cancel the Contract. 
6.5. It is your responsibility to check carefully that the Products you have ordered will fit into your home. You should check the dimensions of the space within which the Product will be placed and allow for the fact that the dimensions specified on the Website are approximate only and may vary by 3-5%. You should also measure any doorways, corridors or staircases the Product will have to pass through, including space for manoeuvring and turning. Should a Product that you have ordered from us not fit, or you simply do not like it and you want to return it, you will lose your delivery fee and may need to pay for the return transport of the product back to us. You may also be subject to a fee that shall not exceed 25% of the item value.
6.6. An adult must be available at the delivery address to carefully check the Products and sign and acknowledge their receipt in a safe and satisfactory condition. Any defects to either the product or the property, must be reported immediately to Customer Services on 01908 216200 and signed for on the Delivery Note. Financial compensation will only be offered for defective products in accordance with our refunds policy at clause 9. We aim to resolve the problem (replace/repair the goods), not financially compensate for defective products. 
6.7. As a respected and honest company, Denelli Italia remain in line with health and safety requirements - and due to the prevailing culture of litigation we have to point out that we will NOT be held responsible for any damage to your property as a result of deliveries beyond the threshold of your property. This decision is final. Please note that items delivered via a staircase and/or upstairs are carried out at the property owners own risk. We hope you understand why we have to state this. It is the customers responsibility to protect their walls and floor and to move any furniture/accessories/paintings/mirrors/vases etc out of the way prior to the arrival of our delivery drivers.
6.8. Once a delivery date and time slot has been agreed with you, should you later need to cancel and re-schedule your delivery for whatever reason, you must give us atleast 24 hours notice. Should you fail to cancel the delivery without giving 24 hours notice, we reserve the right to charge a delivery fee to re-schedule your delivery (approx 5% of the order value).
6.9. If you require delivery to be made to an alternate address, i.e. a neighbour, we require your consent in advance via email to include the name and address of the person who will be signing for delivery on your behalf. We will not deliver the goods elsewhere without your prior consent via email.
6.9.1. Collecting from our warehouse at 10 Tanners Drive, Milton Keynes, MK14 5BW. It is the customer's responsibility to check an item before signing for it and leaving the premises. Once the item has left our premises we cannot be held liable for any damage to the item. 
6.9.2. Once your order comes into stock we can store it for up to 4 weeks at our distribution warehouse free of charge, after which your item(s) will be put into storage at a charge of £20 per week per cubic meter, unless otherwise agreed.
6.9.3. Our delivery team will not unpack, install or remove any packaging for you, this up to you the customer to do unless this has been agreed at point of sale and specifically written on your invoice. Please note if you opt for our Install service, we do not install products which require fixing to the infrastucture of property. 
6.9.4. It is the customer’s responsibility to ensure hallways, corridors, doors, walls and any route which may be needed to deliver your goods are completely clear and protected. In the case of flats and apartments communal areas which need to be accessed will also need to be protected. This includes placing a protective layer on flooring, doors, walls and carpets as well as removing items such as vases, furniture, doors keys. lights and mirrors etc. from any designated route. Any damage to a property that has occurred without the above set of conditions being implemented is the responsibility of the customer, Denelli Italia will not be held liable in any way. In the event that damage is done to your property whilst you have implemented the above set of conditions please make the couriers aware of this straight away and ensure an 'Incident Report' is filled in with the couriers on site. If this is not done your claim against the third party courier will not be valid. The delivery company may also request that a disclaimer be signed before they enter the property, exempting them from any liability should accidental damage occur.
6.9.5. Please do not discard any existing furniture you have until you have received your new furniture and are fully satisfied with it. Denelli Italia will not be held liable if you choose to do so.
6.9.6. Costs for moving furniture up staircases vary. Price depends on size, weight and man power required for the job. Please contact us prior to order for charges.
6.9.7. Once your goods have been delivered you must notify us within 48 hours of this if there is a problem. After this point we will not accept any claims against us.


7. Risk and title:

7.1. The Products will be at your risk of loss or damage from the time of delivery or collection.
7.2. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges and the delivery/collection note has been signed by you (or your representative).

8. Price and payment:

8.1. The price of any Products will be as quoted on our Website, except in cases of obvious error (for example £0). We reserve the right, in any event, to also cancel and refund any orders we receive which contain Products sold at incorrect prices.
8.2. The prices of the Products include UK VAT at the prevailing rate (currently 20%) but exclude delivery costs to some locations e.g. Scotland, Cornwall and Devon. Delivery costs are then added to the total amount due as set out in our Delivery Guide based on your geographic location.
8.3. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.
8.4. Our Website contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our Website may be incorrectly priced. We will normally verify prices as part of our order procedures so that if a Product's correct price is higher than the price stated on our Website, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
8.5. We are under no obligation to provide the Product(s) to you at the incorrect (lower) price or if priced at £0, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a miss-pricing.
8.6. Payment for Products can be made by cheque, BACS transfer, credit and debit card.
8.7. Price Promise: We will do our best to match cheaper pricing. Product(s) must however be identical and produced from the same supplier. Products must be offered by comparable businesses (not auction sites and online only businesses!) We reserve the right to decline.
8.8. Voucher codes: Will expire after one use per customer. To be redeemed by the recipient only. Excludes clearance, sale and trade priced items.  Voucher codes are issued as incentives and are not to be used in conjunction with any other offers. We reserve the right, in any event, to refund orders received using voucher codes if necessary. Please ensure voucher codes are used at the time of ordering! We are unable to refund voucher code discounts after orders have been placed. There is no cash alternative. Denelli Italia may withdraw this offer at any time.

9. Our refunds policy:

9.1. When you return a Product to us because you have cancelled the Contract within the statutory fourteen-day cooling-off period (see clause 4.2 above), once the Product is back with us and has been QC checked, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which we receive the Product back from you or, if earlier, confirmation of return. In such a case, we will refund the price of the Product, excluding the cost of delivery of the Product and any re-stocking fee that may apply. However, you will be responsible for the cost of returning the Product to us or us collecting it from you. We are happy to arrange a collection for you where possible, and we shall discuss a collection charge at the time of enquiry accordingly.
9.2. Products cannot be returned to us because they are unsuitable after the fourteen-day cooling off period referred to above unless we agree or they are faulty. If we agree that a Product may be returned, it must be returned in perfect re-saleable condition and in the original packaging and may also be subject to a re-stocking fee. All returned products will be thoroughly QC checked by our internal warehouse staff to ensure that faults reported match faults visible. Such fees will not be payable if the Product is faulty.
9.3. Mattresses - once the packaging has been opened, for reasons of hygiene, we are unable to refund or exchange them unless they are faulty. If you believe a mattress is faulty, please call us to organise an inspection.
9.4. Bespoke products made specifically for you (Both Consumer and Retail//Trade), either in size, colour and/or with fabric/leather changes, will NOT be refunded or cancelled unless they are faulty after the initial order has been placed/paid for in full or part. These products are produced specifically for you. If you have any questions or concerns relating to this then please call or email us before placing any orders. Our decision will be final and we hope you understand why we have to highlight this.
9.5. In the event that the product arrives damaged please take images of the damage and send these to our customer service team at You must contact our Customer Service Department within 48 hours of delivery for your claim to be valid. If any product you purchase develops a fault within 30 days, we will offer an exchange, refund or repair as appropriate, in accordance with your legal rights.
9.6. Where a product is faulty you will be entitled to a full refund within 14 days of delivery of the Product(s) to you. After the period of 14 days following delivery of the Products(s) to you has expired, you will not be entitled to a full refund unless we have first been given the opportunity to repair and/or replace the Products. If we do not repair or replace the Product(s) within a reasonable period, or the Product is still defective following repair and/or replacement then you can either keep the Product(s) and request a reasonable reduction in the price or return the Product(s) and be entitled to a full refund. If an item is over 6 months old from the date of delivery and after a repair you are not satisifed with the result, you can either keep the Product(s) and request a reasonable reduction in the price or be entitled to a credit note which can be used online or in our showroom.
9.7. Where applicable, if you choose to have your items unpacked, installed and the packaging removed and you later decide you want to return the goods it is up to you to return the items in a packaged condition that mean we can sell the item as brand new. Our advice is you keep hold of all packaging until you are 100% sure you are going to keep the items.
9.8. Where applicable, if you choose to have your items unpacked, installed and the packaging removed by our delivery specialists, it is your responsiblity to note any damage whilst the delivery team are onsite at your property. Any damage reported more than 48 hours after delivery will be rejected.

10. Our liability:

10.1. We warrant to you that any Product purchased from us through our Website is of satisfactory quality and reasonably fit for all the purposes for which products of that kind are commonly supplied.
10.2. Our liability for losses you suffer as a result of us breaching the Contract is strictly limited to any losses which are a foreseeable consequence of us breaching the Contract. Losses are foreseeable where they could be contemplated by you and us at the time the order is accepted by us.
10.3. This does not include or limit in any way our liability for death or personal injury caused by our negligence or under section 2(3) of the Consumer Protection Act 1987 or for fraud or fraudulent misrepresentation.
10.4. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings or loss of data however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

11. Orders from outside the UK:

11.1. If you order Products from our Website for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
11.2. All Products are subject to VAT at the applicable UK rate from time to time. Where VAT is not chargeable on the sale, we will reimburse the VAT element of the transaction, after the delivery has taken place, but not any VAT on delivery or other charges.
11.3. If you order Products for delivery outside the UK, you will be advised to take out standard liability insurance.
11.4. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

12. Written communications:

Applicable laws require that some of the information or communications we send to you should be in writing. When using our Website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

13. Notices:

All notices given by you to us must be given to Denelli Italia, 10 Tanners Drive, Milton Keynes, MK14 5BW or by email to We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 12 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

14. Transfer of rights and obligations:

14.1. You may not transfer or subcontract the Contract, or any of your rights or obligations arising under it, without our prior written consent. 
14.2. We reserve the right to transfer, assign, novate or sub-contract the Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

15. Events outside our control:

15.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event). No financial compensation will be offered to our customers, in any event, for lateness of goods received to us which are manufactured overseas. Nor will any financial compensation be offered for defective products. We aim to resolve the problem (replace the goods), not financially compensate for defective products. 
15.2. Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

16. Intellectual Property and limited use of Website material:

16.1. You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content (including but not limited to pictures, designs, logos, photographs, text written and other materials) supplied as part of the Website located at  or any subsequently URL which may replace them shall remain at all times vested in us or our licensors.
16.2. All rights reserved. You are permitted to use the Website material only as expressly authorised by us or our licensors. You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
16.3. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all or the material available on the Website in any form is prohibited save that you may: copy, print (one copy only) or download extracts of the material on the Website for the sole purpose of using the Website in good faith for domestic purposes or placing an order with us; and copy print (one copy only) or download the material on the Website for the purpose of sending to individual third parties for their personal information provided that you do seek no commercial advantage or benefit from so doing and you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

17. Waiver:

17.1. If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

18. Severability:

If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

19. Entire agreement:

19.1. These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
19.2. We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.

20. Our right to vary these terms and conditions:

20.1. We have the right to revise and amend these terms and conditions from time to time.
20.2. You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within thirty days of receipt by you of the Products).

21. Law and jurisdiction:

Contracts for the purchase of Products through our Website will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

22. Press Terms & Conditions:

In registering to use the Services offered by Denelli Italia -  
together with the "Website") you, as a Registered User, agree to the following Terms and Conditions which govern your continued use of the Press services:
22.1 You warrant and promise that:
22.2 You are a journalist/freelance journalist and that your use of the press services is strictly in pursuit of your occupation as a journalist;
22.3 You will only use the images and content for journalistic purposes and you will not infringe the Intellectual Property Rights of Denelli Italia by using the content in any other way other than in accordance with these Terms and Conditions;
22.4 You will not use the images or content in any way which may prejudice or diminish Denelli Italia’s reputation or business;
22.5 You shall at any time, at Denelli Italia’s request, provide documentary proof of your status as a journalist or freelance journalist.

23. Termination / Liabilities:

23. Denelli Italia may suspend or terminate your use of the Services immediately if they discover or reasonably suspect that you have breached any of these warranties or any other terms of these Terms and Conditions;
23.1 You will indemnify and keep Denelli Italia indemnified against any Liabilities incurred directly or indirectly related to or resulting from: (i) your use of the images or content (including any of Denelli Italia’s Intellectual Property Rights contained therein), the services, the trading name(s) and trade marks; or (ii) any breach of any of these Terms and Conditions.

24. License to use:

24.1 You hereby acknowledge that V Star Ltd t/a Denelli Italia own all Intellectual Property Rights and that by you using the Services, no Intellectual Property Rights transfer to you.

25. Accuracy:

You are responsible for verifying the accuracy and completeness of all Denelli Italia’s content extracted, processed or accessed via the Services (including all connecting websites) and for ensuring compliance with any applicable laws, regulations or codes including, but not limited to responsibility for advice or articles written for members of the public.

26. Warranty:

26.1. We offer a 10 year manufacturers warranty period on all our sofas as standard*, the warranty begins the day after the goods are delivered. With our sofa warranty the wooden frame and springs are covered for 10 years. The sofa padding/foam, stitching and mechanisms (including electrical) are covered for 2 years. The outer fabric/leather are covered for 1 year.
26.2. Our warranty only applies to goods used for ' residential use'. We do not cover goods that are used for 'commercial use'. For commercial use, we do not accept any responsibility or liability for safety standards or compliance unless you have requested in writing, furniture for use in that environment and we have supplied relevant safety certification.
26.3. Ex-display and clearance items are sold with a 6 month warranty only.
26.4. For sofa beds, only one replacement sofa bed mechanism is allowed throughout the warranty period.
26.5. For electric recliners, only one replacement electric recliner mechanism per seat is allowed throughout the warranty period.
26.5. For manual recliners, only one replacement manual recliner mechanism per seat is allowed throughout the warranty period.
26.6. All other items on our website come with the standard manufacturer’s warranty which is usually 12-24 months from the date of delivery. Please contact us for specific details regarding this.
26.7. Sun bleaching to fabrics/finishes can happen over time if your product is exposed to alot of natural light. This is not a fault. This is not covered under your warranty, we advise UV protectors to your windows, surfaces and fabrics etc.
26.8. All timber/wood creaks naturally - think of floorboards, staircases and night time creaking throughout your house. Intermittent creaking is not a sign of a fault, simply a feature of authentic timber/wood. Creaking will not be treated as a fault for warranty purposes.

27. Termination:

27.1 You may stop using the Services at any time by calling our ‘Customer Services' helpline on 01908 216200.

27.2 You acknowledge that Denelli Italia reserve the right to amend these Terms and Conditions at its sole discretion on providing you with notice of the same.

27.3 These Terms and Conditions shall be governed by and construed in accordance with English law and the parties hereby irrevocably submit to the non-exclusive jurisdiction of the English Courts as regards any claim or matter arising in relation to these Terms and Conditions.