Terms of service

How to pay

For customers without a credit account: You can only pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order. However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you’ve ordered, we’ll credit your payment card with a full refund.

For customers with a credit account: Authorised personnel nominated by the customer account holder may place orders against the customers previously approved credit account. Payment will be made to agreed terms. Ownership of the goods shall not pass to you until we have received in full (in cleared funds) all sums due to us in respect of the goods and all other sums which are or become due to us from you on any account or (if later) the time of delivery.

 

Accepting your order, your Contract with us and situations where we may have to reject your order

Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we’ve received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery, each dispatch will form a separate Contract covering the Product(s) delivered under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. However, if we’ve already cut or made a Product to your specific measurements, or personalised it for you in any other way, this right to cancel doesn’t apply.

Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock.

If you’ve already paid for the unavailable products, we’ll give you a refund for their purchase price.

 

Receiving your deliveries

All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we’ll call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.

 

Faulty Products and Products delivered damaged

Your rights

As someone who is working with timber, we are assuming you know that mother nature does not grow a perfect a tree and that every board will come with natural variations and features. Your attention drawn to the fact timber is a natural product and therefore may have minor cosmetic imperfections, for example, knots, splits, shakes. We would not supply goods that were not fit for purpose. In the unlikely event that a Product is faulty, not as described or delivered damaged, your rights are set out in our Terms of Trading policy. If you’re ordering Products from us as a consumer rather than in the course of your business, you may have additional legal rights and nothing in these Terms will affect these rights.

 

Please contact us if there’s an issue

If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can call us on 01788 522 662. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).

 

Statutory right to cancel if you’re a consumer: 

Consumer Cancellation Right

If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and our Group Sale Terms.

 

How to exercise your Consumer Cancellation Right

To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.

 

How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right

You can return any Products to our branch, along with proof of purchase. Or, you can arrange for us to collect the Products by calling us on 01788 522 662, with your order number and details of the Products you want to return. We’ll then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and Product type.

 

Your refund when you exercise your Consumer Cancellation Right

We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them. (for example, damage caused by poor storage techniques)

 

Other cancellations/returns

Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please call 01788 522662 with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 15 days of the date of delivery to you. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge (upto 25%) from the amount of your refund.