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Made-to-Measure Terms & Conditions
Made-to-Measure Orders: Supplementary Terms
Breeze Mobility Bournemouth Ltd | October 2026
For genuinely bespoke orders only. Breeze sells both standard retail products and made-to-measure products. These terms apply only where identified for your particular bespoke order. Product warranties vary by model and range.
For website purchases, please also see our existing Online Terms and Conditions. This separate page does not replace that policy.
1. When these terms apply
These supplementary terms apply only to consumer orders for riser recliner chairs, adjustable beds or other goods genuinely made to your specifications or clearly personalised, where we provide these terms before you order. They do not classify all Breeze products, all adjustable beds, all retail sales or all website purchases as bespoke. Standard showroom, telephone, home-visit and online orders retain the terms and cancellation rights applicable to that purchase. Our existing Online Terms and Conditions remain a separate policy. If an online order is genuinely bespoke, we will identify that fact and the relevant exclusion before the contract.
These terms apply prospectively to contracts for which they are supplied and agreed. They do not retrospectively remove a return promise, guarantee or other contractual right. Any more favourable express promise already forming part of your contract will be honoured.
2. Your order and specification
Before accepting your order, we will record the product, agreed bespoke features, dimensions, mechanism, fabric or finish, mattress specification where applicable, accessories, total price including applicable VAT, payment terms, delivery arrangements and product-specific warranty. We will provide the agreed specification and applicable terms in paper or another durable form.
Please check the specification and tell us promptly about errors or relevant access or suitability requirements. You are responsible for the accuracy of information you supply, but this does not transfer responsibility for measurements, advice or installation we provide. We remain responsible for supplying goods that conform to the contract. Acceptance occurs when we expressly confirm acceptance of your order; a quotation alone is not acceptance.
3. Genuine bespoke orders: change-of-mind cancellation
Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory cooling-off cancellation right does not apply to goods genuinely made to your specifications or clearly personalised. For orders meeting that test, we do not offer a contractual change-of-mind cancellation right once we accept the order, unless we expressly agree otherwise. This can apply before manufacture starts.
Merely describing goods as made to order, manufacturing after purchase or offering standard menu options does not by itself establish the exception. We will assess the actual product and specification. The exception does not remove remedies for faulty, misdescribed or otherwise non-conforming goods, breach of contract, or any other legal right to end the contract. It does not automatically apply to separate standard goods in the same order.
4. Requested changes and agreed cancellation
Contact us immediately if you want to alter or cancel a bespoke order. We cannot guarantee that an accepted specification can be changed, particularly once materials have been committed or manufacture has begun. We will explain feasibility, revised timing and any reasonable additional cost for your agreement before making a requested change.
If we agree a cancellation where you have no legal or contractual right to cancel, any retained payment or cancellation charge will reflect our reasonable net recoverable loss caused by the cancellation, taking account of costs saved, reasonable mitigation and resale proceeds. We will explain the calculation and avoid double recovery. We do not automatically retain every deposit or charge a fixed percentage regardless of the circumstances. Where cancellation is your legal entitlement, the applicable statutory rules govern any charges and refunds.
5. Payment before delivery
The deposit, balance and due dates will be stated on your order. Unless agreed credit or finance arrangements provide otherwise, made-to-measure goods must be paid for in cleared funds before dispatch or delivery. We may withhold dispatch while an agreed payment properly due remains unpaid, without removing any legal right to withhold a disputed amount or obtain a remedy.
We will identify any additional delivery, access, installation, disposal or other optional charges before you agree to them. VAT relief applies only where the goods or services and purchaser meet the relevant requirements. Separate finance agreements have their own terms; cancellation of finance does not automatically cancel a goods contract.
6. Manufacture, delivery and access
Made-to-measure orders normally take approximately four to six weeks to manufacture from acceptance and confirmation of the specification and required deposit, unless your order states otherwise. This is a manufacturing estimate, not necessarily the total time to delivery. We will confirm the expected delivery arrangements separately and tell you about material delays. An estimate does not allow indefinite delay or remove your statutory delivery remedies.
Please give accurate information about doorways, stairs, room access and any restrictions. Tell us promptly about changes. We will explain any reasonable, evidenced additional cost caused by a failed delivery attributable to you before arranging chargeable redelivery. There is no automatic penalty and no charge for a failure for which we are responsible. Removal or relocation of existing furniture is included only if expressly agreed.
7. Product variations and changes by us
Natural materials, fabric batches and screen or printed colours can vary slightly. Normal production tolerances apply only to the extent explained before purchase and consistent with the agreed specification, quality and suitability. We cannot use a general variation clause to supply materially different goods.
We may make minor technical or safety changes that are required by law or do not materially affect the agreed appearance, dimensions, function, quality or suitability. We will explain a proposed material change and obtain your express agreement before proceeding. If we cannot supply what was agreed and you do not accept an alternative, we will provide any cancellation, refund or other remedy required by law. We have no unrestricted right to rewrite an accepted order.
8. Comfort and suitability
Comfort is personal and can change with posture, preference, health and use. Except for an express promise we make, we do not guarantee a particular subjective comfort level, mattress feel, sleep outcome or improvement in symptoms. A demonstration or fitting is not a comfort trial or an additional return promise unless expressly agreed. A change in preference alone does not establish a defect in genuinely bespoke goods.
This does not exclude satisfactory quality, agreed suitability, description, specification, reasonable care and skill in our advice or services, or any express promise forming part of the contract. Follow the model-specific operating, care and loading instructions. Normal wear and damage actually caused by misuse are distinguished from premature failure and manufacturing defects.
9. Warranty: the particular product controls
There is no single warranty period for every bed or chair. Your product-specific guarantee and the written warranty schedule supplied before purchase identify the provider, duration, covered components and any parts, labour, attendance or contribution provisions. These bespoke terms do not substitute one range’s warranty for another’s or reduce cover advertised or expressly promised for your product.
Supreme extended parts-only arrangements, Supreme Essentials contribution-based arrangements and other manufacturer guarantees are distinct. None applies to every made-to-measure order merely because the product is an adjustable bed. The actual agreed schedule must identify your model and cover. A charge under an additional guarantee cannot replace a free statutory remedy. All commercial guarantees are additional to statutory rights, which do not automatically end when a warranty expires.
10. Reported faults, inspections and paid call-outs
Tell us promptly about a fault or specification mismatch, giving order details and a description. We may reasonably inspect the goods and request relevant evidence; an original receipt or digital photograph is not an absolute condition of a statutory claim. Please contact us before returning bulky goods so we can arrange safe handling. We bear necessary costs where statutory rights or the applicable guarantee require this. Original packaging is helpful, but not a condition of faulty-goods remedies.
Where a separately chargeable diagnostic visit is lawful, the total charge including applicable VAT, its scope and refund conditions will be quoted and agreed before booking. We will not automatically require payment to obtain a free statutory remedy. If attendance is covered by the applicable warranty or must be free under statutory rights, any fee taken for that attendance will be refunded promptly. Otherwise an agreed lawful fee may remain payable for a properly provided visit even if you decline repair. We will explain our findings and obtain approval before further chargeable work. No fault found does not by itself disprove a statutory claim.
11. Bereavement
The death of the purchaser or intended user does not itself automatically cancel an accepted bespoke goods contract. Subject to applicable law, valid contractual liabilities of a deceased purchaser may be payable from their estate and dealt with by their personal representatives. Relatives do not become personally liable merely because of their relationship or because they contact us. If the purchaser remains living, their obligations are assessed under their contract.
Please contact us promptly so we can discuss the circumstances. Any agreed cancellation, retained deposit or claim for loss remains subject to the cancellation provisions above, mitigation and applicable estate and consumer law. We do not automatically demand both the full contract price and retain or resell the goods without accounting for the legal position.
12. Statutory rights, complaints and contact
Goods must be of satisfactory quality, as described and fit for purposes required by law; services must be performed with reasonable care and skill. Applicable remedies include rejection, repair, replacement, price reduction or refund according to the circumstances and statutory sequence. These rights apply to bespoke goods. We do not exclude liability for fraud, death or personal injury caused by negligence, or anything the law does not permit us to exclude.
Contact Breeze Mobility Bournemouth Ltd at Unit C4 Platinum Jubilee Business Park, Hopclover Way, Ringwood, BH24 3FW; telephone 0333 006 2158; email info@breezemobility.co.uk. If a complaint remains unresolved, ask for management review. We will provide any dispute-resolution information required by law. English law applies without removing mandatory consumer protections or your applicable rights concerning which courts you may use.