HIGHTY — TERMS & CONDITIONS + PRIVACY NOTICE
Last updated: January 2026

Highty is a brand name used by Outwoodcare Limited. When you buy from Highty, your contract is with Outwoodcare Limited (trading as Highty).

1. THESE TERMS

1.1 What these terms cover
These are the terms and conditions on which we supply products to you, whether these are goods and/or services.

1.2 Why you should read them
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss.

1.3 Definitions (what certain words mean)
“we / us / our” means Outwoodcare Limited (trading as Highty).
“you / your” means the customer purchasing from us.
“made to order” means products manufactured after you order, often to your chosen configuration (for example size, seat height, finish or other options).
“writing” includes email.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are
We are Outwoodcare Limited, a company registered in England and Wales. Company registration number: 06534804.
Registered office: Unit 9, Heather Close, Lyme Green Business Park, Macclesfield, Cheshire, SK11 0LR.
VAT number: GB 929 6302 08.

2.2 How to contact us
Telephone: 01625 837337
Email: customerservice@outwoodcare.co.uk
Post: use the registered office address above.

2.3 How we may contact you
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 “Writing” includes emails
When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

3.1 How we accept your order (important)
Because our products are made to order, our acceptance of your order takes place when we email you to confirm that your order has been accepted for production (or words to similar effect). At that point, a contract comes into existence between you and us.

Important: An automated email confirming we have received your order and payment is an acknowledgement of receipt only and does not mean we have accepted your order for production.

3.2 If we cannot accept your order
If we are unable to accept your order, we will inform you and will issue a full refund. This might be because materials are unavailable, because of unexpected limits on our resources, because we cannot meet a delivery deadline or location you have specified, because payment authorisation cannot be obtained, or because we have identified an error in the price or description of the product (see clause 12.3A).

3.3 Your order number
We will assign an order number to your order and tell you what it is. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 UK & Northern Ireland sales only
Our website and marketing are solely for the promotion and sale of our products in the UK and Northern Ireland.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures
Images on our website or in brochures are for illustrative purposes only. Although we have made every effort to display colours accurately, we cannot guarantee that a device’s display or printed pictures accurately reflect the colour of the products. Your product may vary slightly from those images.

4.2 Product packaging may vary
The packaging of the product may vary from that shown in images.

4.3 Making sure your measurements are accurate
If we are making the product to measurements you have given us, you are responsible for ensuring these measurements are correct. We may provide measuring guidance on our website and/or on request.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered, please contact us as soon as possible. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Because products are made to order, we may not be able to make changes once production has started or materials have been ordered/cut.

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to products
We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and/or
(b) to implement minor technical adjustments and improvements.
These changes will not materially affect your use of the product.

6.2 More significant changes
If we make changes to these terms or the product that are more significant, we will notify you. You may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7. PROVIDING THE PRODUCTS (DELIVERY / DISPATCH)

7.1 Delivery costs
Delivery costs will be as displayed to you on our website during checkout or as told to you during the order process.

7.2 When we will provide the products
During the order process we will give an estimated lead time. Because products are made to order, delivery timeframes may vary by product and season.

7.2.1 Typical lead times (guidance only)
Unless stated otherwise at checkout or in writing:
(a) made-to-order furniture items are usually dispatched within up to 4 weeks of acceptance for production; and/or
(b) smaller items may be dispatched sooner.
These are estimates, not guaranteed dates.

7.3 We are not responsible for delays outside our control
If our supply is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the effect. Provided we do this, we will not be liable for delays caused by the event. If there is a risk of a substantial delay (for example more than 30 weeks), you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4 Delivery arrangements and access
You are responsible for ensuring:
(a) the delivery address is correct;
(b) there is safe and reasonable access for delivery (including clearances, steps, narrow corridors, parking restrictions, etc.); and
(c) someone is available to receive delivery where required.
If delivery fails due to access issues or nobody being available, you may be charged reasonable re-delivery and/or storage costs.

7.5 If you are not at home when the product is delivered
If no one is available and the products cannot be left safely, the carrier will leave instructions to rearrange delivery or collection.

7.6 If you do not rearrange delivery
If you do not rearrange delivery or collection after a failed attempt, we may charge reasonable storage costs (if the products are stored for more than 4 weeks) and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you, we may end the contract and clause 10.2 will apply.

7.7 When you become responsible for the goods
A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

7.8 When you own the goods
You own a product once we have received payment in full.

7.9 What happens if you do not give required information
We may need certain information from you (for example contact and delivery information, access information and/or measurements). If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work required as a result. We will not be responsible for delays caused by missing/incorrect information from you.

8. YOUR RIGHTS TO END THE CONTRACT (CANCELLATIONS & RETURNS)

8.1 You can always end your contract with us
Your rights when you end the contract depend on what you have bought, whether there is anything wrong with it, and when you decide to end the contract.

8.2 Ending the contract because of something we have done or are going to do
If you are ending a contract for one of the reasons below, the contract will end immediately and we will refund you in full for any products which have not been provided:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed (see clause 12.3A);
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; or
(d) you have a legal right to end the contract because of something we have done wrong.

8.3 Changing your mind (Consumer Contracts Regulations 2013)
Consumers normally have a legal right to change their mind within 14 days for online/phone purchases. However, this right does not apply to made-to-order goods that are made to your specifications (see clause 8.4).

8.4 When you don’t have the right to change your mind (made-to-order)
You do not have a right to change your mind in respect of:
(a) any products made to order and/or made to your specifications or configuration (for example size, finish, height or other customer-selected options);
(b) products sealed for health protection or hygiene purposes, once unsealed after you receive them (for example pillows or certain soft goods); and
(c) services, once completed.

This does not affect your legal rights if goods are faulty, misdescribed or not as expected under consumer law (see clause 11).

8.5 Cancelling or changing before production begins
If you contact us promptly after ordering, we may be able to cancel or amend your order before production begins. Where cancellation is possible, we will confirm it in writing.
Because goods are made to order, if production has started or materials have been ordered/cut, we may:
(a) refuse cancellation; or
(b) accept cancellation subject to a deduction reflecting our reasonable costs already incurred (for example materials, labour time, and non-recoverable supplier costs).
We will explain what stage your order is at and what costs (if any) apply.

9. HOW TO END THE CONTRACT WITH US (AND RETURNS PROCESS)

9.1 Tell us you want to end the contract
To end the contract, please contact us by phone or email. Please provide your name, address, details of the order and, where available, your phone number and email address.

9.2 Returning products after ending the contract
Because our goods are made to order, we do not accept returns simply because you have changed your mind (see clause 8.4). If goods are faulty or misdescribed, we will provide an appropriate remedy and cover reasonable return/collection costs.

9.3 How we will refund you
We will refund you by the method you used for payment unless we agree otherwise.

9.4 When your refund will be made
Where a refund is due, we will make it as soon as reasonably possible and in line with your legal rights. If we collect or inspect goods, refunds may be processed after collection/inspection unless the law requires otherwise.

10. OUR RIGHTS TO END THE CONTRACT

10.1 We may end the contract if you break it
We may end the contract for a product at any time by writing to you if:
(a) you do not, within a reasonable time of us asking for it, provide information necessary for us to provide the products (for example delivery details, access info and/or measurements); or
(b) you do not, within a reasonable time, allow us to deliver the products to you.

10.2 You must compensate us if you break the contract
If we end the contract in the situations set out in clause 10.1, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.3 We may withdraw a product
We may write to you to let you know that we are going to stop providing a product. We will refund any sums you have paid in advance for products which will not be provided.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

11.1 How to tell us about problems
If you have any questions or complaints about the product, please contact us by phone or email. Please include your order number and photographs where helpful.

11.2 Your legal rights
We are under a legal duty to supply products that are as described, fit for purpose and of satisfactory quality. If your goods are faulty or misdescribed, you may have a legal right to a repair, replacement, price reduction and/or refund depending on the circumstances.

11.3 Returning rejected products
If you exercise your legal rights to reject products, we will tell you how to return them or arrange collection (where appropriate). We will pay reasonable costs of return/collection for faulty or misdescribed goods.

12. PRICE AND PAYMENT

12.1 Where to find the price for the product
The price of the product (including VAT unless stated otherwise) will be the price shown at checkout when you place your order. We take reasonable care to ensure that the price of the product is correct. However, please see clause 12.3A for what happens if we discover an error.

12.2 VAT changes
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 Immediate payment at checkout
You must pay for the goods in full at the time you place your order using the payment methods available at checkout.

12.3A PRICING ERRORS

12.3A.1 If we discover a pricing error before we accept your order for production
Sometimes a price may be shown incorrectly due to a genuine error (for example a technical issue, incorrect configuration, or human input error). If we discover that the correct price is different from the price shown when you ordered, and we have not yet accepted your order for production (see clause 3.1), we are not obliged to supply at the incorrect price.

We will contact you as soon as reasonably possible and you may choose to:
(a) proceed with your order at the correct price; or
(b) cancel your order for a full refund.

12.3A.2 Payment taken does not mean acceptance
Because payment is taken immediately at checkout, you may see the funds leave your account straight away. Payment being taken does not, by itself, mean we have accepted your order for production (see clause 3.1). If we cancel due to a genuine pricing error before acceptance, we will refund you in full.

12.3A.3 If a pricing error is discovered after we accept your order for production
If we discover a genuine pricing error after acceptance, we will act fairly and in line with consumer law. Where the incorrect price is obviously wrong and it is reasonable to conclude it was a genuine mistake, we may cancel the order and provide a full refund, or (where possible) ask if you wish to proceed at the correct price.

12.3A.4 Refund timing
Where we cancel due to a pricing error, we will refund all sums paid using the original payment method as soon as reasonably possible.

12.4 What to do if you think a request for payment is wrong
If you think a request for payment is wrong, please contact us promptly so we can investigate.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1 We are responsible for foreseeable loss and damage caused by us
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

13.2 We do not exclude or limit liability where it would be unlawful
Nothing in these terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation; or
(c) breach of your legal rights in relation to the products.

13.3 We are not liable for business losses
We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. HOW WE USE YOUR PERSONAL INFORMATION (SUMMARY)

We will only use your personal information as set out in our Privacy Notice below and (where relevant) our full Privacy Policy on our website.

15. OTHER IMPORTANT TERMS

15.1 We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens.

15.2 You need our consent to transfer your rights to someone else
You may only transfer your rights or obligations under these terms to another person if we agree in writing.

15.3 Nobody else has any rights under this contract
This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.4 If a court finds part of this contract illegal, the rest will continue in force
Each paragraph of these terms operates separately. If any court or relevant authority decides that any are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 Even if we delay enforcing this contract, we can still enforce it later
If we do not insist immediately that you do anything required under these terms, or we delay taking steps against you, that will not prevent us taking steps later.

15.6 Which laws apply and where you may bring legal proceedings
These terms are governed by English law. If you live in England or Wales you can bring legal proceedings in the English courts. If you live in Scotland you can bring proceedings in either the Scottish or English courts. If you live in Northern Ireland you can bring proceedings in either the Northern Irish or English courts.

15.7 Alternative dispute resolution (ADR)
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it without court action. If you are not happy with how we have handled any complaint, you may be able to contact The Furniture Ombudsman (or another ADR provider we nominate on our website from time to time). Details will be provided on request.
(Please note: the European Commission Online Dispute Resolution platform may not apply to UK-only sales, but we will always aim to resolve issues fairly and promptly.)

PRIVACY NOTICE (HIGHTY / OUTWOODCARE LIMITED)

This Privacy Notice explains how Outwoodcare Limited (trading as Highty) collects and uses your personal data.

1. Who we are
   Data Controller: Outwoodcare Limited
   Registered office: Unit 9, Heather Close, Lyme Green Business Park, Macclesfield, Cheshire, SK11 0LR
   Email: customerservice@outwoodcare.co.uk
   Telephone: 01625 837337
2. What personal data we collect
   Depending on how you interact with us, we may collect:

• Identity and contact details (name, billing/delivery address, email, phone number)
• Order information (items ordered, preferences/configuration, delivery notes, communications)
• Payment information (payments are processed by our payment providers; we do not store full card details)
• Technical data (IP address, browser/device data, cookies and analytics identifiers)
• Marketing preferences (whether you opt in/out)

1. How we use your data (purposes)
   We use your data to:

• Process and fulfil orders, including manufacturing, delivery and customer support
• Communicate with you about your order and any issues
• Prevent fraud and protect our business
• Improve our website and customer experience
• Send marketing communications if you have opted in (you can opt out at any time)

1. Our lawful bases for processing
   We process personal data where necessary:

• to perform our contract with you (order fulfilment, delivery, support)
• to comply with legal obligations (accounting/tax)
• for our legitimate interests (fraud prevention, service improvement)
• with your consent (for marketing cookies and certain marketing messages)

1. Who we share your data with
   We may share data with trusted third parties where necessary, such as:

• delivery carriers and logistics partners
• payment processors (to take payment)
• website/hosting, analytics, and email service providers
• professional advisers (accountants, solicitors) where necessary
  We require third parties to protect your data and use it only for agreed purposes.

1. International transfers
   Some service providers may process data outside the UK. Where this occurs, we ensure appropriate safeguards are in place (for example UK adequacy regulations or approved contractual protections).
2. How long we keep your data
   We keep personal data only as long as necessary for the purposes above, including legal and accounting requirements. Typical retention periods may apply for sales records.
3. Your rights
   You have rights under data protection law, including:

• access to your data
• correction of inaccurate data
• deletion in certain circumstances
• restriction or objection to processing in certain circumstances
• data portability in certain circumstances
  You can exercise your rights by contacting us using the details above.

1. Cookies
   We use cookies and similar technologies. You can manage cookie preferences via our website cookie banner/settings. For more details, see our Cookie Policy.
2. Complaints
   If you have concerns, please contact us first and we will try to resolve them. You also have the right to complain to the UK Information Commissioner’s Office (ICO).