Last updated: August 2026

These Terms & Conditions apply to installation, assembly, dismantling, reassembly and related services supplied or arranged by Home Flatpack Ltd.

Please read them before confirming your booking. By confirming a booking, you agree to these Terms & Conditions.

Nothing in these terms affects your statutory consumer rights.

1. About Home Flatpack

Home Flatpack Ltd (“Home Flatpack”, “we”, “us” or “our”) provides and manages furniture, garden equipment and related installation services.

Your booking may be completed by an installer working within the Home Flatpack installer network.

Installers are required to follow Home Flatpack’s operational, quality, conduct and evidence standards.

An overview of the standards and Quality Management System used by Home Flatpack can be viewed on our website.

2. Retailer and Third-Party Referrals

You may have been introduced or referred to Home Flatpack by a retailer, manufacturer, supplier, marketplace or other third party.

Unless we expressly tell you otherwise:

• Your installation service is provided or managed by Home Flatpack.
• The retailer or supplier remains responsible for the product it has sold or supplied.
• Home Flatpack is responsible for the installation services we have agreed to provide.

Product-related issues can include manufacturing defects, missing components, incorrect products, incomplete deliveries and defective parts.

Where a retailer has supplied booking information to us, you should check that the information is correct when you receive your Home Flatpack booking confirmation.

The fact that a retailer has referred you to us does not make Home Flatpack responsible for that retailer’s product, delivery service or other contractual obligations.

3. Information Provided to Us

Our quote and booking arrangements rely upon information provided by you and, where applicable, your retailer.

This may include:

• Product details.
• Order confirmations.
• Photographs.
• Measurements.
• Planner references.
• Access information.
• Floor or room location.
• Parking information.
• Requested additional services.

You must take reasonable care to provide accurate information.

If the information provided materially differs from what our installer finds on arrival, we may revise the work, revise the price, complete only the originally agreed work or arrange another appointment.

4. Quotes and Agreed Scope

Your quote or booking confirmation will describe the work we have agreed to undertake.

Only work included within that agreed scope is covered by Home Flatpack.

Unless expressly included, our service does not automatically include:

• Moving unrelated furniture.
• Dismantling existing furniture.
• Carrying products between floors or locations.
• Disposing of packaging or old furniture.
• Cutting or altering products.
• Removing skirting boards.
• Electrical or plumbing work.
• Additional furniture or equipment.
• Wall fixing.
• Additional work requested directly from an installer.

Where additional work is required, please contact Home Flatpack so that it can be assessed and, where appropriate, added to your booking.

5. Preferred Installation Dates

Where our booking process asks you to select preferred dates, these are requests rather than confirmed appointments.

You may normally be asked to provide three suitable dates.

Home Flatpack will select the earliest appropriate date taking account of installer availability, location, routing and other operational requirements.

Your installation date is confirmed only when Home Flatpack sends confirmation of the appointment.

6. Delivery Before Installation

Where reasonably possible, your product should be delivered before your installation day.

We strongly recommend that you do not arrange your installation for the same day as delivery.

Delivery delays, incomplete deliveries and damaged consignments can prevent an installation from taking place.

Home Flatpack is not responsible for delays or failures caused by the delivery service of a retailer, manufacturer, courier or other third party.

7. Checking Your Delivery

You should inspect your delivery as soon as reasonably practicable.

In particular, please check for:

• Visibly damaged boxes.
• Torn, crushed, wet or badly compromised packaging.
• Obviously missing packages.
• Incorrect items.
• Known delivery shortages.
• Obvious product damage.

If you identify a problem that may prevent the installation from proceeding, you should tell both your retailer and Home Flatpack before the appointment.

We do not expect customers to open every package or identify concealed manufacturing faults or missing internal components that could not reasonably have been identified in advance.

8. Attendance Charge Where an Appointment Cannot Proceed

If our installer attends as agreed but cannot reasonably begin or continue the installation because of a preventable issue that was known, or reasonably apparent, before the appointment and had not been reported to us, an attendance charge of up to £35 may apply.

Examples include:

• Visibly damaged packaging that should reasonably have been reported.
• A known incomplete delivery.
• Boxes known to be missing.
• An incorrect product known to have been delivered.
• The product not being at the property.
• Nobody being available to provide access.
• The installation area not being reasonably accessible.
• Another known circumstance that clearly prevents the agreed work from proceeding.

We will consider the individual circumstances before applying the charge.

The charge will not normally apply where an installer discovers a concealed product fault or missing internal component that you could not reasonably have identified beforehand.

The charge is intended to contribute towards the genuine cost of an unnecessary installer attendance and is not intended as a penalty.

9. Preparing the Working Area

You must provide a reasonably safe and accessible working environment.

Unless another arrangement has been agreed, the boxes or products should be placed in the immediate area where the installation is to take place.

You should ensure, where reasonably practicable, that:

• The installation space is cleared.
• Unnecessary furniture has been moved.
• Floors are reasonably clear.
• Access routes are unobstructed.
• Garden areas are free from pet waste and avoidable hazards.
• Fragile belongings have been moved away.
• Children and pets are kept away from the immediate working area.

Home Flatpack is not responsible for avoidable damage that results directly from obstacles, belongings or unsafe conditions that the customer was reasonably able to remove or warn us about, except where the damage was nevertheless caused by a failure by us or our installer to exercise reasonable care and skill.

10. Customer Must Remain at the Property

A responsible adult must be present at the property for the duration of the appointment unless Home Flatpack has expressly agreed otherwise in advance.

This is necessary so that:

• Access can be provided.
• Questions about the installation can be answered.
• Unexpected issues can be discussed.
• Any existing property damage can be identified.
• Additional decisions can be authorised.
• The completion walkaround can take place.

Our installers cannot normally enter an unattended residential property using a key safe, hidden key or similar unattended-access arrangement.

An installer should not be left alone in a residential property unless Home Flatpack has expressly authorised that arrangement beforehand.

11. Access, Stairs and Carrying Requirements

You must tell us about material access requirements before the appointment.

This includes relevant information about:

• Stairs.
• Lifts.
• Restricted doorways.
• Difficult access.
• Long carrying distances.
• Parking restrictions.
• Unusually heavy or bulky products.

Unless included within your booking, the installer is not automatically required to move heavy products or boxes between rooms, floors or separate areas of the property.

12. Parking and Access Costs

You should provide information about parking arrangements when requested.

Where available, please provide a driveway, visitor permit or other lawful parking option.

Any parking charge, congestion charge or similar cost payable by you will be identified in the quote or booking arrangements where reasonably practicable.

Specific services may include these costs within their advertised price.

13. Arrival Times

Unless expressly described as a guaranteed time, arrival times and arrival windows are estimates.

Installers can occasionally be delayed by matters including:

• Traffic.
• Public transport disruption.
• Previous appointments.
• Severe weather.
• Emergencies.
• Other events outside reasonable control.

We will make reasonable efforts to keep you informed of significant delays.

14. Installer Identity

Home Flatpack may provide you with information identifying the installer assigned to your appointment.

Where we provide a virtual or other installer identification, please check it when the installer arrives.

Only the installer or team authorised by Home Flatpack should carry out your Home Flatpack booking.

If somebody different attends unexpectedly, please contact us before allowing work to begin.

15. Our Installation Standards

Home Flatpack installers are required to follow a defined set of installation, customer-service, evidence and quality requirements.

These standards form part of our Quality Management System.

They include requirements relating to matters such as:

• Professional conduct.
• Installation quality.
• Following manufacturer guidance where appropriate.
• Inspection and testing.
• Photographic evidence.
• Completion checks.
• Customer confirmation.
• Reporting product problems.
• Recording issues accurately.

Further information about our Quality Management System and installation standards is available on our website.

16. Reasonable Care and Skill

Home Flatpack will provide its services with reasonable care and skill.

Where appropriate, installers will normally follow available manufacturer instructions.

An installer may stop or refuse to continue work where they reasonably believe that continuing could:

• Be unsafe.
• Cause damage.
• Create an unsafe finished product.
• Conflict materially with manufacturer requirements.
• Require work outside the agreed scope.
• Require skills, equipment or authorisation that are not part of the booking.

17. Product Defects and Missing Components

Home Flatpack does not manufacture the products it assembles unless expressly stated otherwise.

We are therefore not responsible for manufacturing defects, incorrect parts, missing components or defects in products supplied by third parties.

Where an installer discovers such a problem, they should record it and explain what prevents the work from continuing.

Where appropriate, photographs or other evidence may be provided to assist you or your retailer.

18. Incomplete Installations

If an installation cannot be completed because of missing parts, defective products or another product-related issue, the installer will leave the item in a reasonably safe condition where practicable.

You may then need to arrange replacement parts or another resolution with the retailer.

A further installation appointment may be required.

Whether that further visit is chargeable will depend upon the reason for the original non-completion and any agreement between Home Flatpack, the customer and/or referring retailer.

19. “While We’re There” and Other Additional Work

Home Flatpack may offer additional services under its While We’re There service or similar arrangements.

Only additional works that have been agreed through Home Flatpack and included in your booking are provided under the Home Flatpack contract.

If you independently ask or engage an installer to undertake other work that has not been approved by Home Flatpack, that work:

• Does not form part of your Home Flatpack booking.
• Is not covered by Home Flatpack’s service commitment or quality assurance.
• Is undertaken entirely outside the agreed scope of the Home Flatpack service.

Home Flatpack cannot accept responsibility for unauthorised work privately requested from or agreed with an installer, except to the extent that the law nevertheless makes Home Flatpack responsible.

Installers are instructed not to undertake private additional work during Home Flatpack appointments.

20. Adaptation or Modification of Products

Home Flatpack’s standard service is installation or assembly, not redesign or modification of the product.

You must not assume that an installer will:

• Cut furniture.
• Drill additional product holes.
• Remove structural components.
• Alter manufacturer fittings.
• Modify frames.
• Change the intended design.
• Adapt equipment to fit an unsuitable space.

Any requested modification must be disclosed to and agreed by Home Flatpack before it is undertaken if it is to form part of our service.

Where a customer independently instructs an installer to alter or modify a product outside the Home Flatpack agreed scope, Home Flatpack cannot accept responsibility for loss or damage arising solely from that unauthorised alteration.

Nothing in this clause excludes responsibility for loss caused by Home Flatpack’s own breach of contract, negligence or failure to exercise reasonable care and skill.

21. Property Alterations and Wall Fixing

Wall fixing, drilling, removal of skirting, cutting materials, electrical work, plumbing and other property alterations are only included where expressly stated in the booking.

Where wall fixing has been agreed, you should disclose any information known to you that may affect the proposed fixing location.

The installer may decline a fixing where the wall, surface, location or proposed method is reasonably considered unsuitable or unsafe.

22. Outdoor Installations and Weather

Outdoor work may be postponed or stopped where weather or site conditions make installation unsafe or unsuitable.

This may include:

• High winds.
• Severe rain.
• Flooding.
• Lightning.
• Extreme temperatures.
• Unsafe or unstable ground conditions.

Where practicable, we will arrange another appointment.

23. Completion Walkaround and Customer Confirmation

A completion walkaround is an important part of the Home Flatpack service and the customer must make themselves available to complete it before the installer leaves.

The purpose of the walkaround is not to ask the customer to carry out a technical inspection of the installation. The installer remains responsible for carrying out the agreed work with reasonable care and skill and, where applicable, in accordance with the manufacturer’s instructions and Home Flatpack’s installation standards.

The walkaround gives the customer the opportunity to view the completed product, see the work that has been carried out and satisfy themselves that, at that point, it appears to be the product they purchased and is in the condition they would reasonably expect.

As the owner of the product, the customer also has a reasonable responsibility to raise any obvious concern that can be seen during the walkaround rather than waiting until after the installer has left.

The walkaround may include:

• Viewing the completed installation from all reasonable sides.
• Identifying any immediately visible concern.
• Checking that the completed item appears consistent with the product purchased.
• Discussing any visible damage, marking or finish issue.
• Receiving relevant operating or safety information.
• Confirming that any obvious issues have either been resolved or recorded.

The installer will undertake their own completion checks and will ensure, so far as reasonably practicable, that the product has been assembled correctly, safely and in accordance with the relevant manufacturer guidance.

The walkaround is intended to resolve straightforward concerns while the installer is still present and to reduce unnecessary remedial visits.

Completion of the walkaround does not remove the customer’s statutory rights and does not prevent a customer from reporting a defect that could not reasonably have been identified at the time.

Where a genuine installation issue subsequently becomes apparent, Home Flatpack will investigate and arrange appropriate remedial action where required.

24. Reporting Installation Problems and Our Opportunity to Rectify Them

If you believe that there is a problem with our workmanship, you must notify Home Flatpack as soon as reasonably practicable after discovering it.

You should provide reasonable information and photographs where requested.

You must allow Home Flatpack a reasonable opportunity and reasonable period of time to inspect and, where appropriate, rectify the issue before arranging third-party remedial work.

This does not apply where urgent action is reasonably necessary for safety or to prevent further damage.

We will normally arrange a remedial visit where we reasonably conclude that one is required.

25. Misuse, Interference and Chargeable Re-attendance

Our workmanship commitment does not cover problems caused after completion by misuse, accidental damage, deliberate damage, subsequent alteration, movement of the product, third-party work or other circumstances outside Home Flatpack’s control.

When a later problem is reported, Home Flatpack may compare the affected area with the photographs and other completion evidence recorded by the installer at the end of the original appointment.

This may include photographs showing the condition, positioning, fixings, alignment, finish and surrounding area at the time the installation was completed.

Examples of circumstances that may result in a re-attendance being chargeable include:

• Evidence of misuse.
• Accidental or deliberate damage after completion.
• The item having been moved or dismantled.
• Fixings or components having been altered.
• Another person having subsequently repaired or modified the installation.
• Failure to follow manufacturer usage or maintenance instructions.
• Excessive loading or use outside the product’s intended purpose.

Where the completion evidence indicates that the installation was satisfactory when the installer left and the subsequent problem appears to have arisen afterwards through circumstances unrelated to our workmanship, any inspection or re-attendance may be chargeable.

We will consider the evidence and circumstances fairly before determining whether a charge applies.

Where an issue is genuinely attributable to Home Flatpack’s workmanship, an appropriate remedial attendance will not be charged to the customer.

26. Damage to Property

You should identify any known pre-existing damage in or around the installation area before work begins.

The completion walkaround gives both you and the installer an opportunity to identify immediately visible property damage before the installer leaves.

You should therefore report any visible damage you become aware of while the installer is present whenever reasonably possible.

If damage is discovered only afterwards, you must notify Home Flatpack as soon as reasonably practicable.

A delay in reporting damage may make it more difficult for us to establish how or when it occurred, and we may take that into account when investigating the claim.

We will not automatically reject a legitimate claim solely because it was reported after the installer left.

27. Installer Photographs and Completion Evidence

Our installers may be required to take photographs and record evidence before, during and after the installation.

This may include:

• The product and packaging.
• The working area.
• Existing visible damage.
• Installation progress.
• Completed work.
• Serial numbers or labels.
• Product defects.
• Safety checks.

These records may be reviewed as part of our Quality Management System and may assist in resolving any later question or complaint.

Operational photographs will be handled in accordance with our Privacy Policy.

We will not treat operational evidence photographs as blanket consent for unrelated advertising or marketing use.

28. Quality Review

Completion of the physical work does not necessarily mean that our internal quality process has finished.

Home Flatpack may review:

• Installer photographs.
• Completion evidence.
• Job notes.
• Checklists.
• Customer confirmation.
• Reported issues.

This review forms part of our Quality Management System and is intended to maintain consistent standards across the installer network.

29. Customer Time, Annual Leave and Consequential Costs

Customers are responsible for making their own arrangements to be available for an appointment.

Although we recognise that customers may take annual leave, arrange childcare, change work commitments or otherwise make plans around an installation, Home Flatpack does not ordinarily reimburse customers for:

• Annual leave used.
• Lost personal time.
• Inconvenience.
• Disappointment.
• Loss of enjoyment.
• Childcare costs.
• Travel costs.
• Meals.
• Other incidental expenses.

This applies where an appointment is delayed, postponed or cannot proceed.

This does not exclude any compensation or remedy that the customer is legally entitled to recover where Home Flatpack is responsible and the law does not permit liability to be excluded or restricted.

30. Cancellation and Rescheduling

Please give us as much notice as reasonably possible if you need to cancel or change an appointment.

Where cancellation causes Home Flatpack genuine costs or losses, we may make a reasonable cancellation charge.

Any such charge will be proportionate to the circumstances and will not be used as a penalty.

Where Home Flatpack cancels an appointment, we will take reasonable steps to offer an alternative appointment.

This does not affect any statutory cancellation rights.

31. Distance-Contract Cancellation Rights

Where your booking is made online, by telephone or otherwise at a distance, statutory cancellation rights may apply.

Where you ask us to provide services during any applicable statutory cancellation period, we may require you to expressly request that the service begins during that period.

Your statutory rights are not affected by these Terms.

32. Customer Behaviour

Everyone working through Home Flatpack is entitled to a safe and respectful working environment.

We will not tolerate:

• Threats.
• Intimidation.
• Aggressive behaviour.
• Abuse.
• Harassment.
• Discriminatory behaviour.
• Sexually inappropriate behaviour.
• Deliberate obstruction of an installer carrying out their work.

An installer may leave immediately if they reasonably believe it is unsafe or inappropriate to remain.

Depending on the circumstances and work already undertaken, charges may still apply.

33. Complaints

We understand that things can occasionally go wrong.

If you are unhappy with any aspect of the service, please contact Home Flatpack so that we can investigate.

Our first priority will normally be to establish:

• What happened.
• What evidence is available.
• What needs to be done to resolve the problem.
• Whether a remedial visit is required.
• Whether any improvement should be made to our systems, training or processes.

Complaints and remedial issues may be reviewed through our Quality Management System so that lessons can be identified and, where appropriate, action can be taken to reduce the likelihood of the same problem happening again.

We will focus on resolving genuine problems fairly and constructively.

However, making a complaint does not justify abusive or threatening behaviour towards our staff, planners or installers.

We reserve the right to restrict communications to an appropriate written channel or take other reasonable steps where communications become abusive, threatening or harassing.

34. Opportunity to Resolve Problems

Before commissioning another contractor to rectify an alleged problem with our installation, you should contact Home Flatpack and allow us a reasonable opportunity to investigate and put the matter right.

If you engage another contractor without giving us that opportunity, this may affect what costs, if any, can reasonably be recovered from Home Flatpack.

This does not apply where it was reasonably necessary to take urgent action to address an immediate safety risk or prevent further loss or damage.

35. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms limits your statutory right to have services performed with reasonable care and skill.

Home Flatpack is not responsible for loss or damage caused solely by:

• Defective products supplied by others.
• Inaccurate information supplied to us.
• Undisclosed site conditions.
• Customer misuse.
• Unauthorised alterations.
• Third-party work.
• Circumstances outside our reasonable control.

This applies except to the extent that an act or omission by Home Flatpack or somebody for whom Home Flatpack is legally responsible caused or contributed to that loss.

36. Events Outside Reasonable Control

We will not be responsible for failure or delay caused by an event genuinely outside our reasonable control.

Examples may include:

• Severe weather.
• Road closures.
• Major transport disruption.
• Accidents.
• Emergency circumstances.
• Sudden illness.
• Events affecting the safe operation of the service.

Where an appointment is affected, we will make reasonable efforts to communicate with you and arrange an alternative.

37. Personal Information

We process personal information in accordance with our Privacy Policy.

Where a retailer or other third party refers you to Home Flatpack, relevant information may be transferred between that organisation and Home Flatpack where necessary to quote, arrange, undertake, review or resolve your installation.

38. Changes to Your Booking

Any material variation to the agreed installation should be authorised through Home Flatpack.

Instructions given privately to an installer do not automatically amend your contract with Home Flatpack.

Where possible, contact the planning team before asking the installer to undertake something outside the agreed scope.

39. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply so far as legally permitted.

40. Governing Law

These Terms are governed by the applicable law of the part of the United Kingdom relevant to the contract.

Nothing in these Terms deprives a consumer of mandatory legal protections that apply to them.

House to Home Service Terms & Conditions.

Dismantle, Rebuild & Home Setup

This agreement explains the main terms of our House to Home Service.

Your booking is also subject to our general Terms & Conditions, Privacy Policy and your confirmed House to Home Plan.

Nothing in this agreement affects your statutory consumer rights.

Your House to Home Plan

Before your booking is confirmed, our planning team will agree with you:

• What furniture will be dismantled
• What furniture will be rebuilt
• Any additional home-setup jobs
• Your current and new address
• Your agreed dates

Only work included in your confirmed House to Home Plan is included in the price.

Payment

House to Home is booked as one complete Home Flatpack service, with payment collected in two stages.

50% when your booking is confirmed

This reserves your booking and covers the planning and dismantle stage.

50% before the rebuild visit

The remaining balance is payable before our team attends your new home for the rebuild and home-setup stage.

All payments and booking changes must be arranged directly with Home Flatpack.

Our installers are not authorised to accept direct payment or privately arrange work connected with your booking.

Before We Dismantle

We will take photographs of your furniture before dismantling.

These help us:

• Record its existing condition
• Identify visible damage
• Assist with rebuilding
• Maintain our quality record

If an item appears damaged, structurally weak or unsuitable for dismantling and rebuilding, we will advise you.

We may decline to dismantle or rebuild an item where we reasonably believe it would be unsafe or likely to cause further damage.

House to Home does not include repairs to pre-existing damage unless specifically agreed.

Parts & Fixings

All dismantled furniture parts, panels and fixings remain with you.

Where practical, our installers may group, label or bag fixings to make rebuilding easier.

You are responsible for ensuring all parts reach your new property.

Transportation

Home Flatpack does not transport furniture or provide removal services.

Once dismantled furniture has been handed back to you or your removal company, responsibility for its safe transportation rests with you and/or your chosen removal provider.

If an item we successfully dismantled is later damaged during transit and can no longer be rebuilt, we will refund the part of your quotation allocated to rebuilding that item.

The Rebuild Visit

We can rebuild agreed items provided they arrive at your new property:

• Complete
• Undamaged
• With the required parts and fixings
• Suitable for rebuilding
• In an accessible work area

If anything has changed, please tell your planner before the visit.

Additional or Different Items

Please tell your planner in advance if you want to add:

• Additional furniture
• Newly purchased furniture
• Curtain rails
• Shelves
• Mirrors
• Pictures or artwork
• Other home-setup jobs

Additional work may require extra time and an additional charge.

Item substitutions

A dismantled item cannot automatically be exchanged for assembly of a different or brand-new item.

Any substitution must be agreed with your planner before the rebuild visit.

Completion & Photographs

We will take photographs of completed rebuilt furniture and relevant home-setup work as part of our quality record.

Where reasonably possible, you will also be given the opportunity to check the completed work before the installer leaves.

If something is not right, please contact Home Flatpack and allow us a reasonable opportunity to investigate and, where appropriate, put it right.

If Your Move Changes

We know moving plans do not always run exactly to schedule.

Please tell your planner as soon as possible if:

• Your moving date changes
• Your new address changes
• Key collection changes
• Your removal company changes its timetable
• Furniture is damaged during transit
• Parts or fixings are missing
• You want to add or remove work

Where reasonably possible, we will try to reschedule rather than cancel your service.

Rescheduling remains subject to installer availability.

Cancellation

For qualifying online or telephone bookings, you will normally have a 14-day statutory cancellation period.

If you ask us to begin providing the service during that period, we will ask you to expressly confirm that request.

If you later cancel after work has started, you may be required to pay for the proportion of the service already supplied.

After any applicable statutory cancellation period has ended, any cancellation deduction will reflect work already completed and reasonable costs or losses directly caused by the cancellation.

Payments are not automatically non-refundable.

Access & Missed Visits

Please make sure:

• We have the correct addresses
• Keys are available where required
• Our installers can access the property
• The furniture is present
• The agreed work areas are clear and accessible

If a visit cannot take place because of an incorrect address, lack of access, unavailable keys or another issue within your control, a reasonable additional attendance charge may apply.

Your Consumer Rights

Home Flatpack will provide its services with reasonable care and skill.

Nothing in this agreement limits or removes any statutory rights you have as a consumer.