Terms and Conditions of Service
Before We Get Started
We want your experience with Loose Button to be as smooth and straightforward as possible. These terms are simply here to keep everything clear and make sure we’re all on the same page from the start. As we work across domestic and commercial projects some content will be more relevant/apply depending on the nature of the work.
1. Estimates / Quotes
Estimates are based on information, including measurements, photographs / drawings and any other specifications provided by you at point of enquiry. The more detail you can provide, the more accurate we can be with estimating costs.
Actual costs may vary depending on whether additional work is required and / or any changes requested by you once work has started (see Section 4. Additional Work).
Estimates are provided on a confidential basis and are valid for 30 days.
2. Payments
Payments can be made via bank transfer, debit/credit card or other agreed payment methods.
Generally, we require a deposit to secure your order. Payment of the deposit confirms your agreement for us to proceed with the work outlined in the estimate. As deposits are used to schedule work and purchase materials, they are non-refundable.
For domestic upholstery projects, we generally take a 50% deposit. The remaining balance (subject to any adjustments) must be settled upon completion and prior to delivery / collection, unless agreed otherwise in writing.
For commercial upholstery projects the deposit varies depending on the size and scope of the project. Typically, we take a 50% deposit, and stagger balance payments as agreed.
Invoices for balance payments should be settled within 7 days of the invoice date unless otherwise agreed.
Delayed payments may incur charges as set out by statutory interest guidelines.
We reserve the right to retain completed item(s) until outstanding balances are settled.
3. Cancellation
Due to the bespoke/custom-made nature of our work, once you have placed your order and paid the deposit, unfortunately, we’re unable to offer a refund if you decide to cancel (see Section 2. Payments).
Should you wish to cancel once work is in progress, we reserve the right to charge a cancellation fee. Where applicable, this will be a proportion of the total estimated cost to cover the work already carried out; materials purchased; return of items/goods; administrative design/development costs; and any loss caused by the cancellation.
4. Additional Work / Amendments
If unexpected issues arise during the project, we’ll let you know as soon as possible. We’ll agree on the best way forward and discuss any cost implications before continuing with the work.
If you request changes during the project, we’ll confirm any impacts on cost or delivery times, and agree a way forward with you before proceeding.
Where repairs or alterations are requested after completion, call-out, material and labour charges may apply.
5. Fulfilment of Orders
Whilst we will do our very best to complete your project on time, unforeseeable delays can happen such as material availability, illness, or equipment issues. If it’s taking longer than agreed to fulfil your order / complete the work, we’ll keep you informed accordingly.
6. Reuse of Existing Materials
Where we agree to reuse original components (e.g. foam, cushion inners, frames etc) we accept no liability for the condition or longevity of any reused materials.
7. Original covers
Original fabric removed from your item(s) will be discarded unless you ask us to retain it before work begins.
8. Fabrics
We’re happy to help you choose the right fabric for your project. We can advise on fabric suitability, ensuring it meets current UK fire safety regulations.
For commercial projects, it’s the client’s responsibility to ensure fabrics specified (including any relevant treatments) are suitable for their end use and are in line with current UK fire safety regulations.
When confirming your choice of fabric(s), you must provide the specific reference (including the brand, collection name, colour code etc) in writing. We cannot be held responsible for errors in such circumstances.
We cannot be held responsible for delays caused by supplier stock shortages, delivery issues, flaws in the fabric, discontinuation of particular colours / whole fabric collections. We will do our best to source a suitable alternative.
Where the customer wishes to supply their own fabric:
You are responsible for ensuring sufficient quantities are supplied.
You understand that in order for any furniture item to be resold in the future it is recommended that fabric comply with current UK fire safety regulations.
We are not liable for defects in customer-supplied fabric and materials.
A surcharge may apply depending on the size and scope of the project.
9. Completion
Unless agreed otherwise, we may occasionally photograph completed work for use on our website or social media. We’ll always respect your privacy and won’t share personal information.
Due to the size of our premises we cannot hold items for lengthy periods before or after completion of the work. On completion we expect item(s) to be collected or arrangements made for delivery in a reasonable time limit - no more than 14 days. Storage charges may be charged after this period.
10. Collection / Delivery
Where agreed, we can make arrangements to collect and / or deliver your item(s) (charges may apply).
Generally, we will only make collection / drop-off arrangements before the work begins and after the deposit is paid.
We will only make collection / delivery arrangements on completion of the work after the balance is settled.
11. Warranty / Our Guarantee
We hope that you are fully satisfied with the quality of our work. However, in the event that you’re dissatisfied, we will find a mutually agreeable solution.
Exclusions apply as follows:
Normal wear and tear
Accidental damage
Customer misuse, alteration, or neglect
Defects caused by reused or client-supplied materials (see Section 6. Reuse of Existing Materials)
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If you have any questions about these terms please do get in touch.Many thanks
Loose Button
Updated: June 2026