Terms and Conditions

Last updated: 18 th March 2026

Welcome

TLC Home helps clients furnish in four distinct ways: Bespoke - custom made-to-measure pieces designed and built to specification; Flexx - an online fixed-term furniture service with professional delivery, placement and collection, with an optional end-of-term purchase route; Staging Services - temporary furnishing and styling for presentation, sale, rental, show homes, relocations, or other project-based use; and Reupholstery Services - the refurbishment, recovering, or updating of customer-owned furniture.

Each service works differently. Customers should read the section that applies to their order or project.

How to use this page

Sections 1–3 apply to everyone and to Bespoke purchases.
Section 4 contains the Flexx Terms & Conditions and applies to online Flexx orders only.
Section 5 contains the Staging Services Terms & Conditions.
Section 6 contains the Reupholstery Services Terms & Conditions.
Sections 7–13 contain supporting policies, including care, delivery, returns, trade, intellectual property and privacy.

At a glance

1) Who we are & how to reach us

Walabout Limited (company no. 60667) trading as TLC Home

Registered office: Le Douet, La Grande Route de St Jean, St John, Jersey JE3 4FN

Showroom & design studio: 6 Horizon South, Rue de L’etau, St Helier JE2 3ET

Warehouse: Unit 6A, Sion Hall Farm, Rue St Thomas, St Saviour, Jersey, JE2 7SS

Service area: Jersey, Lisbon and Porto; other locations by quotation

Contact: hello@tlchome.co · +44 (0) 1534 867067 · Mon–Sat 10:00–17:00 (Tues & Thurs until 17:30)

2) What applies to everyone
2.1 Quality & safety
Products are intended to meet relevant safety standards for normal residential use unless otherwise agreed in writing.

2.2 Access & site readiness
Customers are responsible for ensuring safe and suitable access for delivery, installation, collection or return, including door widths, stairwells, lifts, parking, permits and any site restrictions. Any relevant constraints must be disclosed before works are scheduled.

2.3 Scheduling
Delivery windows and service dates are agreed in advance, but may occasionally need to change due to logistics, access, safety, weather, supplier delays or other events outside TLC Home’s reasonable control.

2.4 Failed delivery
If TLC Home cannot complete a scheduled delivery because access is unavailable, the customer is absent, the site is not ready, or delivery cannot be completed for reasons within the customer’s responsibility, a further delivery charge may apply before a new delivery date is arranged.

2.5 Photography and marketing use
Unless the customer notifies TLC Home in writing before photography takes place, TLC Home may photograph completed installations and use non-identifying images of the property, rooms, furniture and styling for its portfolio, website, press, advertising, marketing materials and social media. TLC Home will not knowingly use photographs containing identifiable individuals without appropriate permission. Customers who do not wish their property or installation to be photographed for these purposes must notify TLC Home in writing in advance.

2.6 Prices & GST
Prices are in GBP unless stated otherwise. Prices are exclusive of GST unless expressly stated, and GST will be itemised where applicable.

2.7 Statutory rights
Nothing in these terms affects statutory rights under applicable law.

3) Bespoke (Made-to-Measure) Policy

3.1 Scope & process
1. Design brief and quotation. TLC Home will document the agreed measurements, materials, finishes and specifications. Quotations are valid for 30 days unless stated otherwise.
2. Order confirmation. Payment of a 50% deposit confirms the order.
3. Production. Once production begins, specifications are treated as locked unless TLC Home agrees a change in writing.
4. Balance and delivery. The final balance must be paid before delivery.

3.2 Lead times
Typical made-to-order lead times are estimates only and may vary depending on materials, complexity, supplier availability, complex finishes and production schedules. TLC Home will notify the customer if there is a material delay.

3.3 Payment terms
Bespoke orders require a 50% deposit on acceptance of the quotation or order confirmation. Production will not begin until the deposit has been received. The remaining 50% balance is due before delivery. TLC Home will request the balance once the factory confirms that the goods have been booked for shipment to Jersey, which is typically up to 3 weeks before arrival in Jersey. Cleared funds must be received at least 1 week before the agreed delivery date.

3.4 Storage and delivery scheduling
Once TLC Home has notified the customer that the bespoke goods have been booked for shipment or are ready for delivery, TLC Home will hold the goods free of charge for up to 2 weeks. If the customer requests a longer hold period, or is unable to accept delivery within that 2-week period, TLC Home may apply a weekly storage charge based on the volume being held. Any applicable storage charges must be paid before delivery takes place.

3.5 Changes & cancellations
Within 48 hours of order confirmation, TLC Home will try to accommodate changes, but pricing and timing may change. Once production has started, changes may be impossible or chargeable. If the order is cancelled after production has begun, the deposit is non-refundable and TLC Home may charge for work completed and materials ordered.

3.6 Delivery & installation
Standard delivery includes placement, assembly and packaging removal unless stated otherwise. If TLC Home cannot complete delivery because of access problems, customer absence, unsafe conditions or incorrect information, a second delivery charge will apply before re-delivery is attempted. If the customer would like TLC Home to remove existing furniture at the time of delivery, this must be requested and agreed when the delivery is being scheduled. This service is subject to an additional charge, which will be billed once the service is requested or added to the delivery schedule. TLC Home reserves the right to refuse removal of existing furniture that has not been pre-booked, is unsafe to handle, is not accessible, or
requires specialist disposal arrangements.

3.7 Window treatments & fitted cabinetry
Where TLC Home supplies window treatments or fitted cabinetry quoted including fitting, TLC Home will survey and use suitable fixings. Where suitable fixings are not present or substrates are unsuitable, TLC Home may recommend alternative fixing methods or hardware, require additional charges for specialist fixings or access, and/or carefully open, drill or otherwise work on walls or ceilings to complete installation.

Making-good, redecoration or repair of pre-existing or consequential substrate issues is not included unless specifically quoted. If hidden services such as pipes or cables are present and not disclosed, TLC Home is not liable for resulting damage.

3.8 Returns & defects
Bespoke and made-to-measure goods are produced to the customer’s specification and are not eligible for cancellation, return or refund for change of mind once production has begun, without affecting the customer’s statutory rights where goods are faulty, damaged, or not as described. Defects on arrival must be reported within 48 hours, with photographs where possible. TLC Home will repair, replace or remake defective work within a reasonable time where appropriate.

3.9 Warranty
Coverage for residential use:

Frames and joinery: 2 years against structural defects.
Springs and mechanisms: 2 years.
Foams and fillings: 2 years, allowing for normal settlement and compression.
Finishes: 2 years against peeling or delamination under normal use.
Fabrics and leathers: subject to the relevant fabric or leather supplier’s warranty.

Exclusions (not covered):

Normal wear and tear, fading, pilling, nap-shading or cushion softening within tolerance.
Stains, spills, odours, dye transfer, pets and insects.
Misuse, improper care or cleaning, or abrasion from unsuitable tools or chemicals.
Heat, sunlight or UV, abnormal humidity or temperature, damp or leaks.
Movement, checks or colour variation inherent in natural materials.
Damage from incorrect installation, relocation or third-party handling.
Commercial or heavy-contract environments unless agreed in writing.
Any non-TLC Home modification, reupholstery or repair.

4) Flexx Terms & Conditions
By placing an online Flexx order through the TLC Home website, the customer agrees to this Section.

4.1 Flexx term options
Available Flexx terms are 3, 6, 12, 24 and 36 months. Flexx is an online-only service. The minimum charge is three months, even if the item is used for a shorter period. The term begins on the delivery date and ends on the collection date, or on the ownership transfer date if the customer chooses to purchase the item at the end of the term. If the item is returned early, the full contracted amount for the chosen term remains payable. Where shown on the website, the earliest installation date will be displayed at checkout.

4.2 Pricing & what appears online
The monthly Flexx fee is shown on the product page and at checkout. Delivery and collection charges, and any optional service charges, are shown before payment. Prices are exclusive of GST unless stated otherwise. Flexx fees and Ownership Allowance figures may be rounded to whole numbers for clarity. Some items may also be sold as stock or ready-to-deliver products and may, where stated, be eligible for
Flexx.

4.3 Ownership Allowance
While the customer uses an item under Flexx, an Ownership Allowance builds on that specific item. If the customer chooses to keep the item at the end of the agreed Flexx term, 70% of the furniture rental paid on that item may be credited against its retail price. The Ownership Allowance applies to furniture rental only.

It does not apply to delivery, collection, dressing, repairs, cleaning, storage, GST or any other service charges. The Ownership Allowance cannot be transferred, exchanged for cash, or used during the term. If the item is returned instead of purchased, the Ownership Allowance expires.

4.4 Payments & billing
Flexx payments are made through the TLC Home website using the saved payment method. The first charge is taken at checkout in line with the selected term and any applicable delivery and collection charges shown online. For 3-month terms, the first charge includes the full 3-month furniture rental. For terms longer than 3 months, subsequent charges are collected monthly in advance from the saved card on the system. If payment remains overdue, TLC Home may suspend service and/or arrange collection of the item.

4.5 Delivery, inspection & collection
Delivery and collection dates are agreed in advance. The customer must ensure safe, clear and suitable access to the property. A condition report may be completed at delivery. The customer must notify TLC Home within 48 hours of delivery of any issue believed to have been present on arrival. If TLC Home cannot complete delivery because of lack of access, customer unavailability, unsafe conditions or incorrect information provided by the customer, a second delivery charge will apply before re-delivery is attempted.

If TLC Home cannot complete collection for equivalent reasons, additional collection charges may apply.

Collection will normally occur within 10 working days after the end of the term or notice of termination, subject to scheduling.

4.6 Care, maintenance & responsibility
The customer must use the item responsibly and keep it in good condition. Normal domestic wear and tear is accepted. Beyond fair use, including misuse, negligence, staining, odour, pet damage, burns, tears, impact damage, water damage, or unauthorised alteration, is chargeable. The customer must not alter, reupholster, sublet, transfer, or relocate the item to another address without written consent. The customer remains responsible for the item from delivery until TLC Home has physically collected it or ownership has transferred.

4.7 Early returns & termination
Flexx orders are fixed-term and fees remain payable to the end of the chosen term, even if the item is returned early. The minimum charge is three months. Early returns do not qualify for Ownership Allowance.

TLC Home may terminate the arrangement and collect the item with reasonable notice if payments are overdue, the item is misused, access becomes unsafe, or insolvency-related events occur.

4.8 End of term options
At the end of the agreed Flexx term, the customer may return the item or purchase the item using the applicable Ownership Allowance. There is no automatic renewal of a Flexx term.

4.9 Ownership at end of term
All Flexx items remain the property of TLC Home during the term. There is no obligation to purchase at the end of the term. If the customer chooses to keep the item at the end of the term, TLC Home will calculate the balance due by deducting the applicable Ownership Allowance from the item’s retail price, together with any outstanding rental or service charges. Ownership transfers only once all sums due have been paid in full and TLC Home confirms the transfer in writing.

4.10 If no instruction is received at term end
The customer must notify TLC Home before or promptly at the end of the term whether they wish to return or purchase the item. If no instruction is received, TLC Home may continue charging the applicable monthly rate until the item is collected or the ownership balance is paid, subject to applicable law.

4.11 Loss or damage

If an item is lost, stolen, or damaged beyond economical repair, the customer must notify TLC Home immediately. TLC Home may charge the repair cost or replacement value, as reasonably determined.

Customers are encouraged to include Flexx items under their home contents insurance where appropriate.

4.12 Complaints, liability & governing law
Complaints should be sent to hello@tlchome.co. Nothing in these terms limits statutory consumer rights. These terms are governed by the laws of Jersey, Channel Islands. Normal wear and tear under Flexx means gradual, expected signs of everyday domestic use, such as minor scuffs, light surface marks and normal cushion softening that do not affect function. It does not include stains, burns, tears, pet damage, impact damage, water damage, odour or misuse.

TLC Home may refurbish and hygienically clean items between Flexx terms. Hygiene-critical items may, where relevant, be supplied as new or as certified-refurbished, as disclosed on the product page.

5) Staging Services Terms & Conditions
5.1 What staging services are
Staging Services are a separate TLC Home offering for furnishing and styling properties for presentation, sale, rental, show homes, relocations, or other project-based use.

5.2 Separate from Flexx
Staging Services are separate from Flexx. Unless TLC Home expressly agrees otherwise in writing, staging does not include the Flexx Ownership Allowance, end-of-term purchase mechanism, or Flexx monthly pricing structure.

5.3 Quotations and scope
Each staging project is quoted individually. The quotation will set out the agreed scope, which may include furniture, accessories, styling, delivery, installation, agreed duration, collection and optional extras.

5.4 Payment terms
Staging Services are charged monthly or quarterly in advance, depending on the agreed commercial terms for the project. Charges are raised by invoice and are payable in accordance with the terms stated on that invoice or quotation.

5.5 Staging period
The staging period begins on installation and continues for the period stated in the quotation. If the property remains occupied, unsold, unlet, unavailable for collection, or the client wishes to retain the staged items beyond the agreed period, additional charges may apply.

5.6 Ownership of items
All staged items remain the property of TLC Home unless separately sold in writing.

5.7 Access and site readiness
The client must ensure safe and suitable access to the property for installation and collection. If TLC Home cannot complete installation or collection because of access, delay, site condition, or unavailability, additional charges may apply.

5.8 Care and responsibility
The client is responsible for staged items from delivery until TLC Home physically recovers them. Items must not be moved, altered, sublet, reupholstered, removed, or used other than as intended without TLC Home’s written consent.

5.9 Damage, exceptional cleaning and missing items
The client is liable for damage beyond normal light presentation use, including stains, odours, burns, tears, pet damage, water damage, or missing items. TLC Home may charge for repair, replacement, exceptional cleaning, stain removal, odour treatment, or reinstatement.

5.10 Changes and extensions
Any extension, restyling, partial removal, replacement or other variation is subject to availability, scheduling and additional charges.

5.11 Purchase of staged items
If a client wishes to purchase any staged item, this may only be done if TLC Home agrees in writing. Unless expressly stated in writing, staging fees are not credited toward purchase.

5.12 Priority of quotation
If anything in these website terms conflicts with an accepted staging quotation, the accepted quotation prevails for that staging project.

6) Reupholstery Services Terms & Conditions
6.1 What reupholstery services are
Reupholstery Services are a separate TLC Home offering for the recovering, refurbishment, repair, or cosmetic updating of customer-owned furniture.

6.2 Nature of the service
Reupholstery is a service performed on a customer’s existing item. Ownership of the item remains with the customer unless otherwise agreed in writing.

6.3 Quotations
Reupholstery quotations are based on the information available at the time of quoting, including photographs, dimensions, descriptions and any inspection carried out by TLC Home. Quotes may be revised if hidden damage, structural weakness, prior repairs, infestation, internal deterioration, or other unforeseen issues are discovered once work begins.

6.4 Collection, shipment and return
TLC Home may arrange collection in Jersey and shipment of the item to its factory in Portugal for the agreed works to be carried out. Once completed, the item will be returned to Jersey and prepared for delivery back to the customer.

6.5 Timings and lead times
Any timing given for reupholstery is an estimate unless expressly confirmed otherwise in writing. Lead times may depend on shipment cycles, workshop scheduling, material availability, production planning and the actual condition of the item once opened up.

6.6 Customer approvals
Where fabric, finish, trim, detailing, fillings, or other specifications require customer approval, TLC Home will proceed based on the selections confirmed by the customer. Delays in approval may delay completion.

6.7 Customer-owned materials
If the customer supplies fabric or other materials, TLC Home is not responsible for suitability, durability, consistency, shrinkage, flaws, insufficiency of quantity, or performance of those materials.

6.8 Existing condition and hidden defects
Customer-owned furniture may contain hidden wear, frame weakness, fatigued fillings, rust, previous poor repairs, or other defects not visible before stripping. TLC Home will take reasonable care, but is not responsible for failure caused by the item’s pre-existing condition. If extra work is required, TLC Home may issue a revised quotation.

6.9 Payment terms
Reupholstery works require a 50% deposit on acceptance of the quotation. TLC Home will request the remaining 50% balance before return delivery once the factory confirms that the item has been booked for shipment back to Jersey, which is typically up to 3 weeks before arrival in Jersey. Cleared funds must be
received at least 1 week before the agreed delivery date.

6.10 Storage and return delivery scheduling
Once TLC Home has notified the customer that the reupholstered item has been booked for shipment or is ready for return delivery, TLC Home will hold the item free of charge for up to 2 weeks. If the customer requests a longer hold period, or is unable to accept return delivery within that 2-week period, TLC Home
may apply a weekly storage charge based on the volume being held. Any applicable storage charges must be paid before return delivery takes place.

6.11 Delivery and access
The customer must ensure safe and suitable access for collection and redelivery. Failed collection or delivery attempts, or the need for specialist access, may result in additional charges. If TLC Home cannot complete return delivery because of access problems, customer absence, unsafe conditions or incorrect information, a second delivery charge may apply before re-delivery is attempted.

6.12 Limit of service
Reupholstery improves and restores an existing item but does not make an older piece equivalent to a newly manufactured item. TLC Home does not guarantee that a reupholstered item will perform like a new one where the original structure is aged or worn.

6.13 Cancellation and abandoned work
If a customer cancels after materials have been ordered, labour has started, or shipment has been arranged, TLC Home may retain payments already made and charge for work completed, materials ordered and related costs incurred.

6.14 Priority of quotation
If anything in these website terms conflicts with an accepted reupholstery quotation, the accepted quotation prevails for that project.

7) Care & maintenance

Use coasters or pads where appropriate and avoid prolonged direct heat or direct sunlight.
Vacuum upholstery regularly using a soft brush attachment and blot spills rather than rubbing them.
Colour variation, nap movement, softening of cushions and gentle settlement are normal characteristics of upholstered furniture and are not defects.
Natural materials such as timber and stone may vary in tone, grain, texture, surface movement and appearance. These are inherent characteristics rather than faults.
Unless specifically agreed in writing, TLC Home products are intended for normal indoor residential use.

8) Delivery & installation

TLC Home principally serves Jersey and selected Portugal locations, with other areas by quotation.
Customers are responsible for ensuring that items can safely fit through the intended route and into the intended room.
If delivery, installation or collection cannot be completed because the site is not ready, access is unsuitable, or no one is available, additional charges may apply, including a second delivery charge where stated in the relevant service section.
Specialist access such as hoists, cranes, dismantling, decorating, electrical, plumbing, making-good or building works are not included unless quoted.
Packaging is removed as part of standard delivery where stated. Removal of old furniture is available only by prior arrangement and at additional cost.

9) Returns & refunds
9.1 Bespoke
Bespoke and made-to-measure items are not returnable for change of mind once production has begun, subject always to statutory rights in relation to faulty goods or goods not as described.

9.2 Stock and ready-to-deliver purchases
Unused stock or ready-to-deliver items in original packaging may be returned within 14 days of delivery, subject to inspection and any applicable collection charge. Refunds will be issued to the original payment method once the item has been inspected and approved for return.

9.3 Flexx
Flexx returns and collections are governed by Section 4.

9.4 Staging
Staging projects are governed by Section 5 and the accepted quotation.

9.5 Reupholstery
Reupholstery concerns customer-owned goods and is governed by Section 6 and the accepted quotation.
To request a return or report an issue, customers should email hello@tlchome.co with their order number, photographs where relevant, and preferred dates.

10) Trade, developers & landlords
TLC Home services support show homes, rental portfolios, corporate housing, staging projects and wider furnishing schemes. Projects may use a number services across Bespoke, Staging, Reupholstery and, where available Flexx. Any project-specific quotation, schedule, specification, approval sheet or account terms agreed in writing will prevail over these website terms to the extent of any inconsistency.

11) Content, imagery & intellectual property
All website content, styling concepts, product descriptions, imagery, layouts and branding remain the intellectual property of TLC Home or its licensors unless otherwise stated. Product photography, dimensions and finishes are illustrative and may vary slightly from final delivered items. Natural materials may vary in grain, tone and texture. Dimensions are approximate; allow a tolerance of approximately ±10
mm on bespoke joinery and ±30 mm on upholstered items unless otherwise stated.

12) Privacy & data
TLC Home processes personal data in accordance with applicable data protection law and its privacy practices. Payment details processed through third-party platforms are handled subject to those platform providers’ terms and security procedures. For privacy enquiries, contact hello@tlchome.co.

13) Governing law
These terms are governed by the laws of Jersey, Channel Islands, and the courts of Jersey will have jurisdiction unless applicable consumer law requires otherwise.