Customer Service
After Sales
Tough Furniture is used to dealing with some very challenging environments, so in the event of damage occurring we have an aftersales service to help you achieve swift repairs in order to maintain safety and get long-term value from our products.
Call us for free advice on maintenance and repair, for supply of spare parts at a reasonable price and for any special tools required, such as screwdriver bits for tamperproof screws.
Phone: 01588 674 340
Email: [email protected]
Spares, Repairs & Maintenance
Our furniture is designed for ease of repair, so please call for spares or assistance if required. The most common request we have is for replacement locks and spare keys, please use the order codes below if you require these and when ordering let us know if it is for a left hand or right hand door or for a drawer.
Cleaning Instructions
Surfaces of cabinets, doors, tabletops etc are melamine faced and need only wiping with a damp soft cloth and then a dry cloth to keep clean. Soap or detergent can be used for organic stains but avoid unnecessary wetting or abrasive cloths and cleaners, and use proprietary cleaners as directed when needed for stubborn stains.
Polycarbonate is an extremely strong plastic used on all our furniture with protective clear screens, and is coated to improve scratch-resistance. Clean with a damp soft cloth then wipe dry. Soap or detergent can be used but it is essential to avoid all abrasive cloths and cleaners. The same applies for polycarbonate mirrors.
Fabric upholstery, including Intervene High Performance, should be routinely cleaned to retain its looks by vacuuming and wiping with a damp cloth. Remove spillages promptly with an absorbent dry cloth, and use liquid soap with warm water for soiling. Water based proprietary cleaners can be used, following instructions carefully, you can use safe solvents such as mineral spirit.
Bleach diluted 1:10 with water can be used to disinfect.
Important: Remove all cleaning product residues as they inhibit stain repellents, and can also degrade the surface of your items if left in place.
Vinyl (leather-look) upholstery should be cleaned with a brush and tepid soapy water, rinsing thoroughly with clean water. Never use polish, stain remover or solvent.
Polished timber components such as table bases, bed legs and headboards: wipe over with a damp cloth and then a dry cloth. Soap and detergent cleaners can be used if necessary but avoid solvents, abrasives and cleaners containing silicon, which can degrade the lacquer over a period of time.
Fabric mattresses (MS) should only be lightly brushed to clean and no liquids used.
Water-resistant mattresses (WP): Soap & water sponging for light soiling. Fresh stains use water based household spray cleaners as directed. For stubborn stains a safe solvent such as, Isopropyl Alcohol or Mineral Spirit can be used, and 1:10 bleach solution can be used to disinfect. Always use a ‘Wipe & Dry’ technique to clean, not full immersion.
Secure Mattresses (SCM) and Soft Foam Mattresses (HM): Wipe and dry with soap or detergent cleaners avoiding abrasives, and rinse off to remove residues. 1:10 bleach solution can be used to disinfect. For very stubborn stains ask for detailed advice before using solvents.
Bed Protection Trays are manufactured from a very rugged plastic and should not stain. They can be cleaned and scrubbed using soaps, detergents or proprietary cleaners as directed, or disinfected with bleach diluted 1:10 with water. Please avoid getting the bed itself wet.
Maintenance
Where there are strengthening or connecting bolts in solid timber (e.g. bed headboards and table bases) they may need tightening down with an allen key if there is any slight natural movement in the timber.
10 Year Guarantee
Tough Furniture is designed and manufactured in the UK to give a long useful life in a variety of environments where challenging behaviour may occur, and it has a long and substantial track record of doing so. (See brochure)
The Company has ISO 9001 Quality Standard Accreditation covering all its in-house manufactured products. Cabinet furniture has been independently tested for Strength and Stability to BS4875 Parts 7&8 (2006) Test Level 5 – Severe Contract. Beds are tested to FIRA Contract Bed standard.
In the event of claims under this guarantee repair or replacement will be carried out as soon as reasonably practical without charge for this or any transport involved. We also offer free of charge the services of the independent trade organisation FIRA (Furniture Industry Research Association) if required to inspect, validate and determine any claims under this guarantee.
Terms of guarantee:
All damages or breakages should be reported in writing with photographs of damage to the Company’s Head Office at:
Tough Furniture Ltd.
Stokewood Road
Craven Arms Business Park
Craven Arms
Shropshire
SY7 8NR
Tel: 01588 674340
Email: [email protected]
Non-upholstered items are guaranteed for a period of ten years. The frames of fully-upholstered items i.e. settees are guaranteed for five years, and upholstery, mattresses and show-wood chair components are guaranteed for two years.
This guarantee covers faults or failings arising solely from defects of materials from specification or of manufacturing workmanship. It excludes fair wear and tear, incorrect or negligent usage, wilful abuse, alterations or repairs by others and incorrect cleaning methods or materials that depart from guidance given. Any consequential losses attendant on furniture failure are also excluded.
The guarantee period starts on the day of delivery (or collection). Any claims must be received before the end of the period of guarantee and liability will not be accepted if payment for the goods has not been received in full by the due date.
Free Delivery
All prices shown include free delivery within Mainland UK on all orders greater than £300.
Please contact us to discuss options if you have a delivery requirement outside of this. We regularly supply the Scottish Isles, Ireland, France and continental Europe and have also delivered to the USA, Middle East and Australia.
Delivery of all cabinet furniture is to the room of your choice at a convenient time which we will confirm with you approximately a week beforehand. Some sofas are only available to be delivered to the ground floor, if you are installing a sofa upstairs please discuss your options with us before ordering.
Our delivery personnel will leave the furniture ready to use and remove all packaging for recycling, but are not responsible for wall fixing or for clearing or removing any existing furnishings.
Chairs and sofas will arrive separately direct from our suppliers though this will all be co-ordinated by ourselves so please contact us if you have any queries.
Small items including some chairs and 3’ mattresses may be delivered by courier and this will be to the door only. Please note that small item orders with a value of £300 or less will incur a £26 admin/delivery charge to cover courier costs.
For safe delivery please ensure that all access is adequate and contact us beforehand if there are any doubts or difficulties with this.
(In the event of agreed deliveries being refused or inaccessible then re-delivery charges may apply).
Customised Furniture
Can’t quite find the right size furniture? Tough offers alterations to our standard furniture to help you create the perfect solution…. Bespoke items
VAT Exemption
All advertised prices for Tough Furniture are net of VAT which must be added at the prevailing rate. However some products can be supplied with a VAT exemption if certain conditions are met (see below). It is the responsibility of the purchaser or purchasing organisation to ensure that these conditions apply and Tough Furniture Limited cannot take any responsibility for misuse of the VAT exemption process.
701/7 Customs and Excise Notice
With reference to the 701/7 customs and excise notice, VAT exemption can be applied to items “designed solely for use by a disabled person”. From our range this includes:
- All ‘Tough Plus’ furniture
- Certain Tough Plus non locked furniture
- Secure mattress (SCM) and Soft Touch Foam Mattress (HM)
- Bed Protection Tray (PT)
- Height-adjustable tables (HT1/HT2)
- Polycarbonate protective units
- Upholstered lounge furniture (sofas and lounge chairs not all dining chairs)
To apply for VAT exemption
The items must be for the personal or domestic use of the disabled person i.e. must not be available for the general public.
One VAT exemption form per order will be required.
If you are entitled to apply for a VAT exemption please download and complete the VAT Exemption Form and return a signed copy with your order/request for a quote.
Funding
Tough Furniture work with many charities and partners who may be able to assist with funding, including:
Act Foundation
Address: The Grants Manager, The Gatehouse, 2 Park Street, Windsor, Berkshire, SL4 1LU
Newlife Foundation
Address: Newlife Centre, Hemlock Way, Cannock, Staffordshire, WS11 7GF
Tel: 0800 902 0095
The Grut Charitable Trust
Address: MacDonald Bogaart, 17 Market Street, Crewkerne, Somerset, TA18 7JU
Tel: 01460 279 100
The Frank Buttle Trust
England: Audley House, 13 Palace Street, London, SW1E 5HX
Email: [email protected]
Tel: 0207 828 7311
Wales: PO Box 7, Rhayader, Powys, LD6 5WB
Email: [email protected]
Tel: 01597 870 060
Scotland: PO Box 5075, Glasgow, G78 4WA
Email: [email protected]
Tel: 01505 850 437
Northern Ireland: PO Box 484, Belfast, BT6 0YA
Email: [email protected]
Tel: 02890 641 164
Children Today Charitable Trust
Address: The Moorings, Rowton Bridge, Christleton, Chester, CH3 7AE
Tel: 01244 335 622
Doreen Stanford Charitable Trust
Address: Mrs G Borner, 26 The Mead, Beckenham, Kent, BR3 5PE
Tel: 0208 650 3368
Equipment for Independent Living
Address: Geoffrey Cox-Treasurer, 6 Quintock House, Broomfield Road, Richmond, Surrey, TW9 3HT
Lifeline 4 Kids
Elifar Foundation
Address: The Treasurer, 22 Florentine Way, Waterlooville, Hampshire, PO7 8JU
Tel: 0207 794 1661
The Family Fund
Address: 4 Alpha Court, Monks Cross Drive, York, YO32 9WN
Tel: 0845 130 4542 or 01904 621 115
Independence at Home
Address: Mary Rose, 4th Floor Congress House, 14 Lyon Road, Harrow, HA1 2EN
Tel: 0208 427 7929
Princess Royal Trust for Carers
Address: The Clerk, Unit 14 Bourne Court, Southend Road, Woodford Green, Essex, IG8 8HD
Tel: 0844 800 4361
SC Witting Trust
Address: The Administrator, Friends House, 173 Euston Road, London, NW1 2BJ
React
Address: Vicky Andreas, St Luke’s House, 270 Sandycombe Road, Kew, TW9 3NP
Tel: 0208 940 2575
R L Glasspool Charity Trust
Address: Mrs F Moore, 2nd Floor Saxon House, 182 Hoe Street, Walthamstow, E17 4QH
Tel: 0208 520 4354
Roald Dahl Foundation
Address: 81a High Street, Great Missenden, HP16 0AL
Tel: 01494 890 465
Tree of Hope
Address: 61-63 Camden Road, Tunbridge Wells, Kent, TN1 2QE
https://www.treeofhope.org.uk/
Tel: 01892 535 525
Variety Club
Address: Grants Co-ordinator, Variety Club House, 93 Bayham Street, London, NW1 0AG
Tel: 0207 428 8100
Dreams Come True Charity
Address: Knockhundred House, Knockhundred Row, Midhurst, Surrey, GU29 9DQ
