Delivery & Returns
CARRIAGE CHARGES ARE CALCULATED ON WEIGHT, TYPE OF GOODS ORDERED AND DELIVERY LOCATION. TO OBTAIN A QUOTE PRIOR TO CHECKOUT: PLACE REQUIRED ITEMS INTO YOUR CART, THEN INPUT YOUR DELIVERY POSTCODE, OUR WEBSITE WILL CALCULATE A DELIVERY PRICE FOR THE GOODS SELECTED.
Most of our timber products are manufactured to order, and usually incur a lead time. An indication of current lead times can be found on individual product pages, prior to purchase. When ordering products with differing lead times please be aware that the goods will arrive together and the longest lead time will apply.
The following information is taken from our Terms and Conditions section. Please review our full Terms and Conditions for further information.
DELIVERY
British Hardwoods uses numerous ways of delivering the goods. This includes the use of the company’s own vehicle/s and the use of independent couriers. British Hardwoods reserves the right to change the delivery method from that stated at the time of placement of order.
Delivery by BHW Van and Premium Delivery:
Deliveries will usually be made Monday-Friday between the hours of 8.00am and 5.00pm. British Hardwoods reserves the right to deliver outside of these timescales if deemed necessary. The delivery day will usually be arranged between British Hardwoods and the customer when the order is complete. Any approximate delivery time provided by British Hardwoods to the customer is for guidance only and British Hardwoods shall not be responsible for any costs incurred by the customer in the event of late delivery.
It is the customer’s responsibility to advise British Hardwoods of any restrictions regarding access to the delivery address. The customer will bear the costs of any re-delivery charges incurred due to not informing British Hardwoods of access restrictions to the delivery address point. Should the customer be unavailable to accept the goods at the time of delivery, on a day that has been agreed beforehand with the customer, then the customer shall bear the cost of any re-delivery charge. The customer will be required to pay for the re-delivery charge prior to the scheduling of an alternative delivery day.
The delivery vehicles used by British Hardwoods do not have cranes, forklifts, or other lifting equipment. It is the customer’s responsibility to provide offloading equipment or sufficient manpower to facilitate offloading of heavy single items such as oak beams.
Courier Delivery:
Deliveries will usually be made Monday-Friday between the hours of 8:00am and 6:30pm but this may vary. British Hardwoods is usually unable to give an estimated delivery time as all deliveries are scheduled by the courier. British Hardwoods will usually advise the customer of the despatch of the order and the customer’s contact details will be passed to the courier on despatch. Updates regarding estimated delivery dates and times are the responsibility of the courier and not British Hardwoods. Any delivery date or delivery time provided by the courier is for guidance only and British Hardwoods shall not be responsible for any costs incurred by the customer in the event of late delivery.
Pallet Track (kerbside delivery):
Deliveries will usually be made Monday-Friday between the hours of 8:00am and 6:30pm but this may vary. The delivery day will be arranged between British Hardwoods and the customer when the order is complete. British Hardwoods will usually advise the customer of the despatch of the order and the customer’s contact details will be passed to the courier on despatch. Updates regarding estimated delivery dates and times are the responsibility of the courier and not British Hardwoods. Any delivery date or delivery time provided by the courier is for guidance only and British Hardwoods shall not be responsible for any costs incurred by the customer in the event of late delivery.
Pallet Track deliveries will be delivered to the kerbside at the nearest access point to the delivery address and British Hardwoods or its independent couriers will not be responsible for further movement of the goods. It is the customer’s responsibility to ensure that there is sufficient labour on site at the time of delivery to facilitate the offloading process and movement of goods into the property. It is the customer’s responsibility to advise British Hardwoods of any restrictions regarding access to the delivery address. The customer will bear the costs of any re-delivery charges incurred due to not informing British Hardwoods of access restrictions to the delivery address point. Should the customer be unavailable to accept the goods at the time of delivery, on a day that has been agreed beforehand with the customer, then the customer shall bear the cost of any re-delivery charge. The customer will be required to pay for the re-delivery charge prior to the scheduling of an alternative delivery day.
The delivery vehicles used by the courier do not have cranes or forklifts. It is the customer’s responsibility to provide offloading equipment or sufficient manpower to facilitate offloading of heavy single items such as oak beams.
British Hardwoods offers free delivery on some of its products. Free delivery offers are only available for deliveries within mainland GB and can also exclude some areas of Scotland.
GOODS DAMAGED OR FAULTY ON DELIVERY
The customer must examine all goods on delivery in case any damage has occurred in transit. The driver should be notified immediately of any problems, and the delivery note should be signed accordingly noting any damage or missing items. If, in exceptional circumstances, the customer is unable to fully check the goods at the time of delivery, British Hardwoods must be informed as soon as possible. British Hardwoods cannot guarantee to replace or repair items which have been signed for in good condition or ‘unchecked’ and are later found to be damaged. This does not affect the customer’s statutory rights.
British Hardwoods will not accept any liability for any goods that have been repaired before British Hardwoods has been given the opportunity to inspect them or to give authority for repair work to be carried out, or in cases where non-company components have been used. If goods have been delivered in a damaged state and British Hardwoods feels the situation cannot be improved by authorising another delivery, British Hardwoods reserves the right to refund the customer in full and cancel the order.
CANCELLATION POLICY
Standard Products:
Under the Customer Contracts Regulations 2014 customers have the right to cancel an order for standard products from the moment of placement of order until 14 days from receipt of the goods. The customer should notify British Hardwoods in writing if they wish to return an order for standard products at [email protected].
The customer should return the goods within 14 days of informing British Hardwoods of their decision to cancel an order for standard products. It is the customer’s responsibility to send the goods back to British Hardwoods and the customer must pay for the return of the goods. British Hardwoods will not bear the cost of carriage for any returned unwanted standard products. Reasonable care of the goods should be taken whilst they are in the customer’s possession and the goods should be packaged appropriately by the customer to ensure safe carriage back to British Hardwoods.
The returned goods will be checked by British Hardwoods to ensure they are in a satisfactory condition. British Hardwoods will process the appropriate refund with 14 days of the goods being returned and deemed in a satisfactory condition. British Hardwoods reserves the right to make a deduction from the refund if the quality and value of the goods has been reduced due to incorrect storage, treatment, or damage to the goods. This does not affect the customer’s statutory rights as a consumer.
Customised Products:
Custom-made, bespoke products or products which have been customised or adapted to the customer’s own specification are exempt from the Customer Contracts Regulations 2014 and are therefore not eligible for refunds unless cancellation occurs prior to the commencement of manufacture of the goods.
Bespoke products may include (but are not limited to): worktops and timber boards manufactured to the customer’s own specification; hardwood flooring supplied in grades and/or sizes not listed in British Hardwoods’ standard range and have been selected and manufactured specifically at the request of the customer; mouldings or profiles which are not listed in British Hardwoods’ standard range.
Customised products may include (but are not limited to): timber and timber products which have been cut, sawn, planed, or sanded to non-standard dimensions and lengths at the direct specification of the customer; customised mouldings which have been machined with non-standard profiles, rebates, or to non-standard dimensions or lengths at the specification of the customer.
RETURNS POLICY
Where the customer has received their order and no longer requires all or part of the order beyond the 14-day period, then this may be returned at the discretion of British Hardwoods. If a return is agreed then the customer must arrange transport of the goods to British Hardwoods’ premises at the customer’s own expense whereupon the goods will be inspected by British Hardwoods who will decide what, if any, credit is due.
Where the customer receives sub-standard or incorrect goods they should inform British Hardwoods within 14 days. British Hardwoods will then arrange collection of the goods for return to its premises in Yorkshire. Upon receipt British Hardwoods will inspect the goods and, if the items are deemed sub-standard or incorrect, British Hardwoods will either refund the customer or replace the goods. British Hardwoods reserves the right to cancel and refund the order if it deems this is the best course of action.
Where the customer has used or installed the goods then such use or installation shall be taken as conclusive evidence that the customer has accepted that the goods are in perfect condition. The customer is responsible for checking that the goods are suitable for purpose and that installation conditions are correct.