Terms & Conditions of Purchase
These Terms & Conditions (the “Terms”) govern the sale of all products and/or services by Surroundings Interiors (“Surroundings”) to a customer (the “Customer” or “You”). Any and all proposed additional or different terms and/or conditions related to the sale of products and/or services by Surroundings to Customer are hereby rejected.
| Our Role: Design Services and Order Facilitation |
Surroundings provides professional interior design services. We do not manufacture furniture or decor, and we are not the maker of any custom or in‑stock items (the “Merchandise”). Through long‑standing relationships with reputable third‑party manufacturers, artisans, and makers (together, the “Manufacturer”), Surroundings facilitates client orders with Manufacturers based on the Customer’s approved Merchandise selections. All Merchandise is manufactured by third parties, and all product warranties, production timelines, and quality assurances associated with the Merchandise are provided by the applicable Manufacturer. Surroundings supports all vendor warranties on your behalf. Surroundings’ role is to advise Customer on design, coordinate specifications, and facilitate the ordering and delivery process for Customer’s selected Merchandise with the Manufacturer. The Merchandise You have ordered is promised for delivery to You on or before a date twelve (12) business days after the date on which Surroundings receives the Merchandise from the Manufacturer (the “Promised Delivery Date”). If the Merchandise ordered by You is not delivered by the Promised Delivery Date, Surroundings shall offer you the choice of (1) cancelling your order with a prompt, full refund of any payments You have made to date, or (2) accepting delivery at a specified later date. You specifically agree that Surroundings will not be liable for Manufacturer or carrier delays, backorders, or other issues beyond Surroundings’ control of receiving merchandise from vendor.
| Time of Purchase |
The Surroundings team takes every precaution to avoid any mistakes during the custom ordering process. Surroundings will provide You with the room layout and product diagram in a purchase order (the “Purchase Order”), which You must approve via Adobe before Surroundings will place Your order with the Manufacturer. Surroundings shall, under no circumstances, be held liable for mistakes in measurements or dimensions provided by You. Please check to make sure there are no errors in model numbers, product names, and/or other details (i.e., fabric color, wood or metal colors. nail heads, welts, leg options, etc.) in your Purchase Order before signing. Cuttings are available through the upholstery Manufacturer at no cost, a sample will be sent to You from Surroundings upon each order being approved by Customer request. Pictures are provided on every item on the Purchase Order that you will receive. Please note shading and dye lots can vary slightly between the sample and the actual fabric/ leather used in the final product. You agree that Surroundings cannot be held responsible for any discrepancies after You approve the Merchandise selections by executing the Purchase Order. Once you approve the Merchandise by executing the Purchase Order, Surroundings requires a 50 percent deposit per item, before placing the order with the Manufacturer and securing production time. Surroundings will contact you with regular updates monthly regarding the production status. At the six-to-eight-week mark, Surroundings expects to have an anticipated arrival date for each item ordered from the vendor and will advise you of the expected Promised Delivery Date to Customer. Please keep in mind that your order is custom - an original product based on a collaborative design, all with your input. Vendors allow 72 hours from Your execution of the Purchase Order during which Customer may request changes to their order. Changes to orders may otherwise only be made in accordance with applicable law. After the Manufacturer receives and processes Your order, changes may no longer be possible. Surroundings’ customer service and operations team will provide all updates and product information. You acknowledge that your Surroundings’ designer may not have the most current status of your order. For assistance, please contact customer service at cs@surroundingsfurniture.com
| The Right Fit |
Surroundings will provide you with measurements for each item of Merchandise ordered, along with a simple diagram for you to measure each opening in your home so the Merchandise you ordered will fit into the final space it is supposed to be placed in. Please measure all openings before purchase to ensure the product fits into the desired final space. For a $50 fee, a member of the Surroundings’ team will come to your home to check measurements and confirm your selections are indeed able to get to the specified space. You acknowledge and agree that Surroundings shall have no liability for Merchandise that does not fit into the desired space due to home build; it is solely the responsibility of the Customer to ensure the merchandise will fit into the desired space and through all entries unless Surroundings has visited and inspected. Customer shall remain responsible to pay Surroundings for any and all Merchandise Customer returns to Surroundings on the grounds that the Merchandise did not fit through an opening in the Customer’s home. Certain deliveries may require the use of a hoist. Surroundings Interiors will coordinate hoist services but assumes no liability for hoist operations. Payment to the hoist company will be made by the client directly to the hoist service. Surroundings Interiors will bill an additional $250 labor fee applied to your order, as extra personnel are required to ensure safe delivery during the hoist.
| Showroom Merchandise |
Surroundings has many one-of-a-kind items for purchase in our showroom. We have dining slabs from all over the world, special stone tables, along with many other one-of-a-kind items. (“Showroom Products”). All in-stock Showroom Products are sold “As-Is.” If you purchase a product from our in-stock showroom inventory, we require payment in full at the time of purchase, allowing us to mark the item as “SOLD”. We do not accept partial deposits for Showroom Products. Non-upholstered Showroom Products may be returned within five (3) days of delivery for a full refund (less any delivery fee) provided the non-upholstered Showroom Products are in substantially the same condition as of the date such non-upholstered Showroom Product was delivered to Customer’s home, or removed from the showroom, as applicable.
| Custom Orders |
Surroundings requires a deposit of fifty percent for custom-made products to secure materials and process the order with the Manufacturer. Customer may cancel a custom-order within seventy-two (72) hours of execution of the Purchase Order in exchange for a full refund. If Customer cancels an item of custom-ordered Merchandise more than seventy-two (72) hours from execution of the Purchase Order, Customer shall forfeit the 50% deposit paid in connection with the item(s) of custom-ordered Merchandise cancelled. All rugs, specialty lighting, fabric and wallpaper must be paid for in full at time of order. You acknowledge that wallpaper, lighting, fabric and rugs are not returnable or cancelable under any circumstances, except as required by law. At the time the completed custom product arrives and passes our inspection, Surroundings will provide you with pictures of your product should you request them. At that time, the remaining balance is required in full. If You request, and provided that full payment has been made, Surroundings will hold the Merchandise in our secure warehouse free of charge for up to 45 days. After 120 days, Surroundings reserves the right to access a $50 per item per month storage fee.
| Artist Discretion |
In the world of artistry and products being made, there are never two things alike. Although our experienced designers plan for your custom item to have a specific look, our world-class Manufacturers have their own interpretations and creative challenges; no one piece of wood or one-of-a-kind item is alike. Considering the possibilities of the artisan’s artistic discretions, combined with your requests, Manufacturers use their own artistic thoughts and vision when creating your custom items. You thus acknowledge that although Surroundings does everything in its power to deliver similar wood grains, stains, and slabs, for each custom-made piece, the Manufacturer always makes the final decision during the creation process. Therefore, due to the wide range of possibilities for artistic renditions on items, Surroundings does not represent, warrant, undertake, or guarantee that the final product will be the exact sample as displayed in our showroom, website, or designer rendering. You acknowledge that natural wood is different from piece to piece and might look somewhat different from piece to piece. Customer must approve sample wood products prior to Surroundings placing an order with the Manufacturer. You acknowledge that due to the wide range of possibilities for artistic rendition on items, Surroundings does not represent, warrant, undertake, or guarantee that the final product will be identical to the sample as displayed in our showroom, website, or designer rendering.
| Production Time |
With almost three decades to celebrate, Surroundings has created many wonderful relationships with world-class craftsmen and makers at the Manufacturers. Our team works diligently with each artisan to ensure the fastest possible production times. Upholstery production time is generally between six to twelve weeks considering both the Manufacturer’s schedule and materials availability. Custom cabinets, slabs, and merchandise from out of the country can take up to 16 weeks before delivery to our warehouse. You will receive updated estimates for product arrival from Surroundings, four to six weeks from the order date. Because Surroundings is not a Manufacturer, you specifically agree that Surroundings will not be liable for Manufacturer or carrier delays, backorders, or other issues beyond Surroundings’ control.
| Delivery |
Once your Merchandise is paid for in full and Surroundings has received the item from the Manufacturer, a member of our operations team will schedule your delivery. Deliveries will not and cannot be scheduled without payment in full. In preparation for receiving your items, Surroundings asks that at the time of delivery the entry area be cleared to allow our team to deliver your new Merchandise safely and efficiently. Due to insurance regulations, our delivery team is unable to move anything in your home without prior notice, approval from Surroundings’ management, and payment of an agreed-upon fee. To allow time for unexpected delays, Surroundings provides a delivery window of three hours. You will be notified before the scheduled delivery time if there are any expected delays. Our delivery team will call you approximately 20 to 30 minutes before their arrival. Please allow 90 minutes at the end of your allotted three-hour delivery window for your personal scheduling purpose so Surroundings can provide a smooth and safe delivery. You acknowledge and agree that Surroundings Interiors is not liable for damages to You or Your property caused by third-party delivery services.
| The Unexpected |
In the unlikely event that damage occurs during the delivery, do not worry, we have the issue covered! In connection with Your rights as described above, we work with the most professional artisans, fabric upholsterers, leather care, and furniture touch-up and cleaning companies in the area. We always collaborate with our world-class craftsmen to get any issue corrected. Our team has it covered! We've delivered thousands of pieces over almost thirty years in business so please be patient. We generally know how to resolve issues.
| Care & Warranty |
Every upholstered product, leather, or fabric has care instructions from the Manufacturer. Please be sure to follow care instructions to maintain product quality. If you are not sure what the care instructions are, please call Surroundings and we would be happy to send them to you. For wood products, we offer and highly recommend a special biodegradable product from Vermont. All products made for you by an upholstery Manufacturer have specific warranties. Most leather and fabric warranties last one year from the date of purchase; other product warranties may vary. Surroundings is happy to extend third-party warranty/service plans within seven days of your delivery at a cost as agreed between You and the third-party warrantor. If you have concerns about your furniture, consider asking a Surroundings team member about the various third-party warranty options.
Custom wood manufactured slabs must have a continuous 40% humidity level in the home.
| Payments |
A 50% deposit is required at the time of initial approval for orders to be placed. Lighting, wallpaper, custom rugs, and fabric require full payment at the time of ordering. Customer sign-off is required before any orders are placed. Payment for merchandise received at our warehouse is due within 72 hours of receiving the invoice, which will be issued once the items have been received and inspected. Items cannot be released to delivery service until five business days after payment is made.
If payment is not received within 10 days of the invoice, a storage fee of up to $50 per item may be applied. Regardless of payment status, after 120 days, a storage fee of up to $50 per item per month will continue to accrue until delivery. Accepted payment methods are check, ACH, or wire transfer only. Surroundings does not accept Credit Card.
| Important Disclaimers |
You acknowledge that: (1) Surroundings is a interior design firm, not a Manufacturer; (2) all Merchandise is produced by third‑party Manufacturers; and, (3) product quality, workmanship, specifications, and warranties are the responsibility of those Manufacturers. Surroundings will communicate with Manufacturers, coordinating orders, and facilitating service requests, but You acknowledge that Surroundings does not control production, shipping schedules, or warranty determinations and are not liable for Manufacturer delays, backorders, or warranty outcomes. Except as required by law, custom and special‑order items are non‑cancelable and non‑returnable once the manufacturer has accepted the order.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, SURROUNDINGS EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING, USAGE, OR TRADE PRACTICE. The reference by Surroundings to any information regarding any specific commercial products, process, or service by trade name, trademark, manufacturer, or otherwise, does not constitute or imply Surroundings’ indorsement, recommendation, or favoring of such item or organization. Any such material presented by Surroundings is for informational purposes only. Customers are expected to conduct their own due diligence and assessment of the vendors, products, or services as appropriate for their needs.
| A Final Note |
Surroundings appreciates each customer and values your business. The above information is provided to ensure a smooth process. While we know issues might occur, please understand Surroundings always works toward resolving any problems with professional and mutually acceptable results. After almost 30 years in business, our goal is to always have happy customers enjoying their purchases. Please feel free to reach out to our team should you experience any issues with your purchase. We thank you for your business and appreciate your purchase at Surroundings. We look forward to seeing you again!
The Surroundings Team