Frequently Asked Questions

Hartwell Living is a British furniture specialist dedicated to helping people enjoy greater comfort at home. We specialise in made-to-order riser recliners, supportive fireside seating and electric adjustable beds. Our advisors take time to understand your needs rather than expecting you to choose from photographs alone.

Yes. Hartwell Living is part of MobilityCo Healthcare Group, whose wider business heritage dates back to 1965. That heritage belongs to the group; it is not the founding date of Hartwell Living.

Our approach combines British-made chairs, model-specific personalisation and knowledgeable, no-pressure advice. Free home consultations help you explore suitable furniture, with delivery, installation and aftercare arrangements explained before ordering.

Our head office is at Unit 2, Towers Court, Greenfield Industrial Estate, Congleton, CW12 4TR. This is an office address, not a customer showroom. Consultation and delivery availability are confirmed individually.

We currently offer home assessments only and do not offer customer showroom visits. Our advisors can discuss suitable furniture with you and explain whether a home demonstration can be arranged.

Absolutely. Call 0330 057 0454 or email hello@hartwellliving.com to discuss options, indicative prices, measurements and lead times without any obligation.

Monday–Friday: 8:00am–6:00pm; Saturday–Sunday: Closed. Outside these hours, you can leave an enquiry for our team to respond to when available.

We source our chair collection exclusively from British furniture manufacturers. The Belgravia and Richmond bed frames and upholstery are made in the UK; their motors and mechanisms are sourced from Europe and beyond. Do not assume every mattress or accessory is British-made.

We value careful craftsmanship, thoughtful design and the personalisation offered by our British chair manufacturers. Hartwell Living is a furniture specialist, not the manufacturer.

Made-to-order chairs are prepared to your chosen model, size, upholstery and available comfort features. Options vary by model; your advisor will confirm exactly what is available.

A standard chair generally has predetermined sizes and configurations. Selected bespoke chairs offer additional flexibility in dimensions and support. Not every feature or measurement can be changed on every model.

The Ashbourne has an approved library of 120 swatches: 100 fabrics and 20 leathers. Other chairs and beds have their own upholstery choices. Current availability and compatibility are shown in the fabric catalogue and confirmed by your advisor.

Yes. You can request one to five complimentary fabric or leather samples, with free delivery and no payment. Choose from the currently available catalogue and check compatibility with your chair. Marketing consent is optional.

Coordinating furniture depends on the model. The Windsor offers a matching two-seater sofa and footstool. A matching sofa range for The Ashbourne has not yet been confirmed, so please ask an advisor before planning a coordinated collection.

Browse genuine upholstery swatches and request samples to compare colours and textures at home. Fabric-on-chair previews are not currently offered as an exact representation; your advisor can explain the confirmed finishes for your model.

A bed quotation depends on the model, size, upholstery, technology and compatible mattress you choose. Our advisors can discuss an indicative price range before a home consultation, then provide a quotation for your preferred specification.

Of course. Contact our product advisors to discuss indicative price ranges and whether a collection suits your budget. There is no obligation to book a consultation.

No. Home consultations are free and without obligation, subject to confirmed location coverage and availability.

Your advisor can provide a personalised written quotation outlining your furniture, chosen options and relevant services before you order.

Yes. There is no charge for a quotation and no obligation to purchase.

No. Our consultations are designed to explain, demonstrate and advise. Take the time you need to consider your quotation and discuss it with people you trust.

Two-person delivery and installation are included for The Ashbourne and our adjustable beds, subject to suitable access and confirmed coverage. For other products, your quotation will specify the included services and any additional charges. General delivery policies remain pending final business approval.

Finance information is available on our website, but Hartwell merchant arrangements, regulatory disclosures and the application link remain pending approval. We do not currently present finance as an available offer.

Your advisor discusses your needs, relevant measurements and suitable furniture, then explains the available upholstery and features. Where suitable and arranged in advance, a demonstration chair may be brought. You can ask questions and receive a quotation without pressure.

It depends on your requirements and the furniture you wish to explore. Our advisors allow time to explain the options and answer questions without rushing you.

Where suitable, available and arranged in advance, a demonstration chair may be brought to your home. It may differ from your final chosen configuration. Please discuss this when arranging your appointment.

Absolutely. Family members, carers and trusted friends are welcome to support you in making your decision.

Yes. We welcome relevant healthcare professionals involved in your care. Their guidance can help inform discussions about support and positioning; our advice is not a substitute for clinical assessment.

Where appropriate, your advisor can assess seat height, width and depth, and discuss the available sizing options. For beds, we can consider suitable sizes, room layout and access.

Yes, provided the person is happy for the appointment to take place. Family members and carers are welcome to arrange and join a home assessment.

No. There is no obligation to purchase. You can take time to review your quotation and discuss the options with your family.

Request a free home assessment through our booking page or contact an advisor. Your location, appointment availability and any demonstration arrangements must be confirmed by our team. We do not offer showroom appointments.

The right chair depends on your dimensions, comfort preferences, mobility and support needs. Your advisor can explain models, mechanisms, sizes and upholstery, while a healthcare professional can advise on clinical needs.

Single-motor chairs generally link the backrest and leg-rest movement. Dual-motor chairs allow these sections to be adjusted more independently. The precise functions depend on the model and mechanism.

A powered rising mechanism raises and tilts the chair forwards, which may help some people move towards standing. The chair must be appropriately fitted and suitability depends on individual ability; it does not guarantee safe independent standing.

Selected made-to-order chairs offer standard sizes and bespoke adjustments. Your advisor will confirm which dimensions can be changed for your chosen model.

Selected chair configurations offer additional support or positioning options. Discuss your needs with an advisor and any healthcare professional involved in your care; no chair is presented as a treatment or guaranteed pressure-management solution.

Some models offer different cushioning and support options. Your advisor will explain what is available for your chair rather than assuming every model has selectable firmness.

An electric adjustable bed lets you raise or lower the head and leg sections to find a comfortable position for sleeping, reading or resting. Features vary by model. It is not a treatment for a medical condition.

Yes. The Belgravia and Richmond each have confirmed sizes, seven upholstery choices and Standard or Plus technology. Size availability differs between the two models, and compatible mattress choices should be confirmed with your advisor.

For made-to-order furniture, speak with your advisor to confirm the model and specifications. Our team will explain your quotation, payment arrangements, applicable written terms, estimated lead time and delivery before confirming an order.

Lead times vary by model: The Ashbourne and our adjustable beds have an estimated 8–10 weeks from order confirmation; The Windsor has an estimated 4–6 weeks. Your advisor will confirm the timing for your specification. These are estimates, not guaranteed delivery dates.

Made-to-order furniture is prepared to your chosen specification rather than supplied straight from standard stock. Preparation includes manufacturing, upholstery, checks and delivery coordination.

Yes. Contact our customer service team with your order reference for an update. We do not offer a customer order-tracking login.

Our team will contact you to arrange a delivery appointment when your furniture is ready, subject to scheduling and availability.

Please contact us as soon as possible. Changes may not be possible once preparation or manufacturing has started. Any available changes and associated costs will be explained before you agree to them.

Our stated delivery area is mainland Great Britain: England, Scotland and Wales. We do not currently offer delivery to Northern Ireland, the Isle of Man, Channel Islands or offshore Scottish islands. Remote mainland locations may require a quotation or longer lead time. Confirm your address before ordering; general policy terms remain pending approval.

The Ashbourne and our adjustable beds include two-person delivery and installation, subject to access and coverage. Other furniture and Express services are confirmed in the applicable quotation or approved purchase information. General delivery policy terms remain pending final business approval.

Our team brings the furniture into the agreed room, subject to safe access, and completes the applicable setup. For installed electrical furniture, they check its functions and demonstrate the controls. Confirm the service included with your particular order.

Yes. Professional two-person delivery and installation are included in the price of your bed. Our team will bring the bed into your chosen bedroom, assemble and position it, check its electric functions and show you how to use the controls. Reasonable access and a suitable installation area are required; electrical alterations and structural work are not included.

The applicable installation service includes demonstrating electrical controls and basic operation. Ask our team any questions before they leave, and keep the supplied instructions for reference.

Old-bed removal is available for an additional £165 with a new adjustable bed, subject to access and collection eligibility. Mattress disposal or multiple items are included only where specifically confirmed. Removal of other furniture has separate proposed charges pending approval; ask our team for a quotation.

For made-to-order furniture, our team contacts you when it is ready to arrange an available appointment. Dates depend on the delivery schedule and must be confirmed, not assumed from a request.

Tell us about narrow doors, stairs, restricted parking or other access issues before ordering. Our team can discuss measurements, safety and any additional arrangements or charges before delivery.

Our finance page provides information about Snap Finance, but Hartwell finance arrangements and an application link are not yet approved or active. Please ask our team about the payment arrangements currently available before ordering.

We do not currently advertise approved Hartwell finance availability on any product. If finance is introduced, eligibility, purchase values and applicable lender terms will be explained before applying.

Check the current information supplied by the lender about eligibility checks and credit-file impacts. Our website does not currently provide an active Hartwell finance application.

Yes. Contact an advisor to discuss current payment arrangements and general finance information before booking. Information is not an offer of credit or a promise of acceptance.

VAT relief may be available when both the product and the purchaser meet the applicable HMRC conditions. We do not automatically display VAT-free prices or approve relief from a checkbox alone.

People with qualifying disabilities or long-term illnesses may be eligible for relief on qualifying products for personal or domestic use. Age alone does not qualify you. Eligibility depends on the legal conditions and individual circumstances.

Our team may ask you to complete a VAT eligibility declaration and clarify the relevant circumstances. A submitted declaration is saved as Pending review; it does not itself approve zero-rating and is not sent to HMRC.

Qualifying charities may be eligible for relief on certain qualifying goods if the legal conditions are met. Having a charity number alone does not make every purchase VAT-free.

Business purchases, including those by care homes, are not automatically VAT-free. Treatment depends on the purchaser, product, intended use and relevant rules. Ask our team and seek professional tax advice where appropriate.

Our VAT relief page offers guidance and an eligibility checker, not tax advice or automatic approval. Staff must confirm both customer eligibility and product qualification before zero-rating.

Our proposed five-year parts and labour warranty remains pending final business and legal approval. Coverage varies by product; upholstery and mattresses have separate proposed or product-specific terms. Your advisor will explain the applicable written cover before you order.

Aftercare arrangements depend on the confirmed service area, product and applicable warranty terms. We do not promise nationwide visits or repair times. Contact our team to discuss your location.

Proposed cover includes qualifying frames, mechanisms, motors, electrical components, cushioning defects and labour on approved repairs. These terms and exclusions await final approval; they must not be treated as confirmed contractual cover.

Contact aftercare@hartwellliving.com with your order reference, model and a description of the problem. Our team can assess the enquiry and explain next steps, which may include troubleshooting, parts or a service visit. Claims are reviewed individually.

Our aftercare team can help with fault enquiries and explain available warranty or chargeable repair arrangements for your furniture. Availability and any charges must be confirmed.

Where appropriate and available, our aftercare team can discuss a technician visit. Visits and response times are subject to confirmation; no automatic appointment is promised.

The proposed £195 protection option is not currently available to purchase. Provider details, duration, incidents covered, exclusions and claims terms need approval. You can register interest through Warranty & Aftercare.

Please contact our aftercare team. They can discuss whether chargeable repairs, replacement components or another appropriate solution are available. Your statutory rights are separate from the warranty.

No. Any warranty is in addition to your statutory consumer rights; expiry or a warranty exclusion does not by itself remove those rights.

Contact us as soon as possible. Cancellation rights depend on the goods and how the contract was formed. Genuinely personalised goods may be excluded from the usual 14-day change-of-mind right for distance contracts, but not every item described as made-to-order qualifies. Final trading terms remain pending approval.

Genuinely bespoke or personalised furniture may be excluded from change-of-mind returns where a lawful exemption applies. This does not affect your rights if goods are faulty, misdescribed or otherwise fail to meet consumer law requirements.

Contact customerservices@hartwellliving.com promptly, with your order reference and photographs where possible. Our team will investigate and explain an appropriate remedy in accordance with your statutory rights.

Contact our aftercare team to discuss the issue. The appropriate repair, replacement or other remedy depends on your statutory rights and any applicable warranty; it is not decided automatically by the enquiry form.

Eligible distance purchases of non-exempt goods normally carry a statutory 14-day cancellation period after delivery. Lawful exclusions and return arrangements must be explained before ordering. Express purchasing is not yet active and final trading terms await approval.

Visit Returns & Cancellations for current information. Final contractual terms remain subject to business and legal approval and will be explained before an order is placed.

A separate range intended to offer riser recliners with limited genuine sizes, upholstery and mechanisms for quicker delivery than made-to-order furniture. Products remain unavailable for online purchase until the required commercial and delivery checks are approved.

Proposed targets are 3–5 working days for boxed pallet delivery and 10–14 working days for two-person home setup. The boxed delivery calendar starts no earlier than five working days after ordering, excluding weekends and applicable bank holidays. Both services await final confirmation and depend on stock, postcode and capacity; no date is guaranteed.

The proposed boxed pallet service requires you to arrange unpacking and setup; it is not room-of-choice installation. Proposed two-person home delivery includes the applicable setup and controls demonstration. Exact service scope and charges must be approved and explained before purchase.

The current date selector is a request, not a confirmed booking. Available services, stock, postcode, cut-off times and delivery capacity must be verified before any date can be confirmed. Online checkout is not yet active.

Express chairs are intended to have a smaller selection of verified sizes, colours and mechanisms. For broader personalisation, speak to an advisor about the made-to-order collections.

Not yet. Express has a separate online-purchase journey in preparation, but checkout remains closed until genuine products, prices, inventory, delivery, tax and payment arrangements have been approved. Made-to-order furniture stays consultation-led.

Only approved product-specific cover will be offered. The proposed Hartwell five-year warranty remains pending approval; an Express product must have its applicable written terms confirmed before purchase.