1. General

By using the services of The Restory, you are demonstrating your acceptance to be bound by these Terms and Conditions (Terms). The Terms may be modified from time to time by updating this page. You should visit this page frequently to review the current Terms. It does not affect your statutory rights. These Terms are in accordance with English law and will be construed in accordance with the English courts. The Restory is a limited company with the registration number 09780970. The registered address is JD Bregman & Co., Churchill House, 120 Bunns Lane, Mill Hill, London, NW72AS. You may not assign or transfer your rights and/or obligations under these Terms or any Agreement into which these Terms are incorporated.  No person other than The Restory shall have any rights to enforce any of these Terms or any Agreement into which these Terms are incorporated.

2. Pricing And Payment

All pricing of services is inclusive of VAT at the current rate and are subject to change without notice. All quotes, unless those following a physical assessment of the item to be restored, are preliminary. The provisional price is a provisional estimate only, which shall be determined with reference to all relevant factors including, without limitation, the style and condition of the item, the material composition and nature of damage. On occasion, we may exercise our right to revise the price upwards after providing a fixed quote due to unforeseen complexities.  

Once the quote has been approved, you will be required to make an upfront payment. Our system will bring over the credit/debit card details you used in your booking and or you can enter the details of a different card. You can also use Paypal. Upon completion of your item, we will contact you to arrange the return of your items. If the card or method of payment fails, we reserve the right to retain your items until full payment has been received. We accept all major credit cards and Paypal. We may introduce additional payment methods as our company evolves.

The GBP prices for services displayed on our website or app, at the time of quotation will be honoured for a period of 10 working days from when the quote is first sent. After 10 days, it will be at the discretion of The Restory to maintain or alter the quote.

If you are a customer whose credit/debit card is not denominated in British Pounds Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

We take reasonable care to make sure our website and app is secure. All credit/debit card transactions on this site are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment. Your card details are not stored on The Restory’s servers or systems. We reserve the right to change payments provider at any time and for any reason without notice.

Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but absent of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing our website or app.

3. Collections, Returns And Transport

Upon booking a collection, will be charged either £17 or £10, depending on which courier option you select (and where you are based).

It is your responsibility to ensure that the item is available for collection/return at the time and on the date agreed. If our courier is unable to collect/return an item because there is no one available at the agreed time and collection/return address, or you have provided an incorrect or incomplete collection/return address, we reserve the right to charge for any repeat collection/return trip.

Once we have received your item we will provide you with a confirmation receipt and then assess and quote your item. If you do not approve or decline your quote within 2 months we reserve the right to charge you storage fees. Our storage rates are £50 per item per month which equates to £1.64 per item per day. We will endeavour to get in touch with you and alert you ahead of the charges commencing.

If you are outside of the UK, you are responsible for additional taxes and charges for international couriers. The Restory takes no responsibility for any item detained or destroyed by officials of any territory exercising its laws, policies, statues or any other legal doctrine they deem to have been violated. This may involve laws pertaining to exotic materials or counterfeit items.

We facilitate on your behalf, the transport of your items to/from your home or office, to/from The Restory’s atelier. While The Restory carefully selects and monitors its logistics partners, while the item is in transit, you are bound by the T&Cs of our logistics partner (e.g. DHL). We assume responsibility for the goods in transit when they are moved between The Restory’s atelier and one our retail or brand partners and or to/from one of our trade partners.

The Restory may at any time choose to change our policy with regard to charging back for collections/returns.

Please check all items and parcels sent to The Restory for valuables including money, jewellery, dust bags or anything else of value you may not want to lose. Do not send these. If we find any valuables, we will endeavour to return them to you, but we are not liable for the loss of any such articles.

Please note that by declining some or all services, you may be liable for any carriage fees.  

The Restory insures each item whilst it is within one of our facilities or that of a third-party service provider working our behalf.

An agreement between you and The Restory for us to restore an item on your behalf comes into existence at the moment an item is received by us, such agreement being governed by these terms to the exclusion of all other terms, conditions and representations, whether written or oral. By sending an item to us you are confirming:  You are the rightful owner of the item in question and you have full authority to restore the item without anyone else’s permission (or that you have obtained any necessary permissions). You will maintain ownership of the items throughout the process. 

The Restory reserves the right to leave parcels with doorman, building, hotel or office concierge or other authorised people.  The Restory does not assume any responsibility for any items lost or damaged while in their care.

On occasion, our partners may refuse to deliver your order if they are of the opinion that the shipping address or the accepting party presents a risk to either their person, their equipment or to the item being returned.

If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and will take steps to minimise the impact of the delay. However, we are not liable for delays caused by external and unforeseen events.

4. Limitation To Liability

In the unlikely event that an item becomes damaged whilst in our care, the liability of the item shall not exceed 5 times the repair cost regardless of brand or condition unless previously agreed in writing between both parties.  If you are unhappy with any part of the completed work, you have 48 hours from return to contact us. We will investigate any complaint promptly and pay fair compensation for damage or loss due to our negligence.

To the fullest extent permitted by law, we shall not be liable to you under these Terms for any loss of profits, loss of business opportunity, wasted expenditure, goodwill, reputation or revenue or for any indirect consequential or economic loss or damage whatsoever arising out of or in connection with these Terms.

5. Privacy

We recognise and respect the importance of protecting the privacy of visitors to our website or app. This privacy policy explains all of the information we collect about you through our website, how we use that information and the procedures that we have in place to safeguard your privacy. We reserve the right to amend or modify this privacy policy at any time and in response to changes in applicable law. If we change our privacy policy we will post the changes and may place notices on other pages of our website, so that you are aware of any amendments. Providing us with up to date information allows us to carry out our obligations arising from any contracts entered into between you and us, to monitor and improve the provision of the services through the website and to send you notices about our service or any changes to it. Please refer to our privacy and data policy.

6. Marketing Of Items

We reserve the right to market and advertise items on social media platforms as demonstrations of our capabilities to existing and potential clients, unless the item is easily identifiable or personalised to the individual. However, you may request that we not use images of your items in writing. Please email service@the-restory.com

7. Right To Decline

We reserve the right to decline services to any customer for any reason whatsoever so long as the decline is in accordance with applicable discrimination laws. Physical or verbal abuse towards our employees, will not be tolerated.

8. Intellectual Property Rights

Your use of The Restory’s website or app grants you no right to any copyright, designs, trademarks, code or other intellectual property or material.

All such content, including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions.

You are permitted to use the content only as expressly authorized by The Restory.   Any reproduction or redistribution of the above listed content is prohibited and may result in civil and criminal penalties.

Without limiting the foregoing, copying and use of the above listed materials to any other server or location or support thereof for publication, reproduction or distribution is expressly prohibited.

However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.

9. Content

In addition to the Intellectual property rights mentioned above, “content” is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on our website or app.

The Restory tries to ensure that the information on this site is accurate and complete however, The Restory does not promise that our content is accurate or error-free.

The Restory does not promise that the functional aspects of the website or app will be error free or that the server or applications that make content or information available are free of viruses or other harmful components.

We recommend that all users of the Internet ensure they have up to date virus checking software installed.

10. Third-Party Sites

We may include hyperlinks on this Site to other websites or resources operated by parties other than The Restory, including advertisers. The Restory has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages. Nor are we responsible for the availability of such external websites or resources. We do not endorse, and we are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources. We are not responsible for any damage, loss or offence (alleged or otherwise) caused by the content of third-party websites.

11. Complaints And Governing Law

If you have a complaint about us, please email service@the-restory.com  giving full details including applicable dates, order reference numbers and full contact details. These T&Cs, together with all our policies and procedures will be governed by and construed in accordance to the English law and the relevant courts of England and Wales will have exclusive jurisdiction.

12. Suggestions

If you have any suggestions, then please do not hesitate to get in touch either by email service@the-restory.com or by telephone on 020 8935 5333.