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.
10.1. The trader uses numerous ways of delivering the goods. These include the use of its own vehicle/s and the use of independent couriers.
10.2. Deliveries will usually be made Monday-Friday between the hours of 8:00am and 6:30pm. The trader is usually unable to give an estimated delivery time as all deliveries are at the courier’s discretion.
10.3. Any delivery date or delivery time is for guidance only and the trader shall not be responsible for any costs incurred by the consumer in the event of late delivery.
10.4. The couriers used by the trader do not usually offer a pre-delivery phone call service and cannot, therefore, contact the consumer directly.
10.5. All timber orders will be delivered to kerbside at the nearest access point to the delivery address, and the trader or its independent couriers, will not be responsible for further movement of the goods.
10.6. It is the consumer’s responsibility to advise the trader of any restrictions regarding access to the delivery address point at the time of ordering or prior to the goods being despatched.
10.7. The consumer will bear the costs of any re-delivery charges incurred as a result of not informing the trader of access restrictions to the delivery address point.
10.8. It is the consumer's responsibility to ensure that there is sufficient labour on site at the time of delivery to facilitate the offloading process.
10.9. The delivery vehicles used by the trader do not have cranes or forklifts. It is the consumer's responsibility to provide offloading equipment to facilitate offloading for deliveries of heavy single items such as oak beams.
10.10. Should the consumer be unavailable to accept the goods at time of delivery, on a day that has been agreed beforehand with the consumer, then the consumer shall bear the cost of any re-delivery charge. The consumer will be required to pay for the re-delivery charge prior to the scheduling of an alternative delivery day.
10.11. The trader 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.
11. Goods Damaged or Faulty on Delivery
11.1. The consumer 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.
11.2. If, in exceptional circumstances, the consumer is unable to fully check the goods at the time of delivery, the trader must be informed as soon as possible. It may be possible to grant a 24 hour extension of this time to notify the trader of any issues.
11.3. The trader 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 consumer’s statutory rights.
11.4. The trader will not accept any liability for any goods that have been repaired before the trader 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.
11.5. If goods have been delivered in a damaged state and the trader feels the situation cannot be improved by authorising another delivery, the trader reserves the right to refund the consumer in full for the order and cancel the order.
12. Cancellation Policy
12.1. Standard Products:
12.1.1. Under the Consumer Contracts Regulations 2014 the consumer has the right to cancel an order for standard products from the moment of placement of order until 14 days from receipt of the goods.
12.1.2. The consumer should notify the trader in writing if they wish to return an order for standard products at firstname.lastname@example.org.
12.1.3. The consumer should return the goods within 14 days of informing the trader of their decision to cancel an order for standard products.
12.1.4. It is the consumer's responsibility to send the goods back to the trader and the consumer must pay for the return of the goods. The trader will not bear the cost of carriage for any returned unwanted standard products.
12.1.5. Reasonable care of the goods should be taken whilst they are in the consumer’s possession and the goods should be packaged appropriately by the consumer to ensure safe carriage back to the trader.
12.1.6. The goods will be checked by the trader on their return, to ensure they are in a satisfactory condition.
12.1.7. The trader will process the appropriate refund with 14 days of the goods being returned and deemed in a satisfactory condition. The consumer 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 consumer’s statutory rights as a consumer.
12.2. Customised Products:
12.2.1. Custom-made, bespoke products or products which have been customised or adapted to the consumer's own specification are exempt from the Consumer Contracts Regulations 2014 and are therefore not eligible for refunds unless cancellation occurs prior to the commencement of manufacture of the goods.
12.2.2. Bespoke products may include (but are not limited to): worktops and timber boards manufactured to the consumer's own specification; hardwood flooring supplied in grades and sizes not listed in the trader's standard range and are imported and manufactured specifically at the request of the consumer.
12.2.2. 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 consumer; customised mouldings which have been machined with non-standard profiles, rebates or to non-standard dimensions and lengths at the specification of the consumer.
13. Returns Policy
13.1. Where the consumer has received their order and no longer require all or part of the order beyond the 14 day period, then this may be returned at the discretion of the trader. If a return is agreed then the consumer has to arrange transport to the trader’s premises at the consumer’s expense whereupon the goods will be inspected by the trader who will decide what, if any, credit is due.
13.2. Where the consumer receives sub-standard or incorrect goods they should inform the trader within 14 days. The trader will then arrange collection of the goods for return to the trader’s premises. Upon receipt the trader will inspect the goods and, if the items are deemed sub-standard or incorrect, the trader will either refund the consumer or replace the goods (at the trader's own discretion).
13.3. Where the consumer has used or installed the goods then such use or installation shall be taken as conclusive evidence that the consumer has accepted the goods are in perfect condition. The consumer is responsible for checking that the goods are suitable for purpose and that installation conditions are correct.