What is the returns policy?
No Fuss 14-Day Returns/Money Back Guarantee
We offer a 100% No Quibble 14 Day Returns Policy on any Un-Built / Untreated Garden Buildings and Un-Opened Products subject to T&C’s below.
Returns Policy
Summary of key points:
Before you purchase please ensure that you have read and fully understand our Terms and Conditions, and that you are satisfied with the description of our products.
You may return any UNOPENED / UN-BUILT / UN-TREATED delivered products you have purchased within 14 working days of delivery. You must notify us in writing via email or post within 14 working days of delivery.
If you are returning any UNOPENED / UN-BUILT / UN-TREATED product(s) for any reason, you must:
1. cover the costs of returning the products to us or our suppliers;
2. cover the cost of any surcharges such as additional delivery charges and finance charges
On request, we will collect the products from you, but the cost of this will be charged to you (typically this is £65 for England & Wales and £85 for Scotland and Northern Ireland) and this will deduct this from the refund.
If you are arranging your own courier to return goods - please call us to confirm the return address and an authorisation / reference code.
If a product arrives in a damaged condition, you must make a note on the carrier's delivery consignment note, where possible, and inform us within 14 working days of the delivery. You may be required to supply photos of the damage.
Under distance selling regulations you have the right and the opportunity to inspect the goods prior to the build. This means for Garden Buildings you can un-strap them and inspect the panels etc. For boxed products you can remove the product from the original packaging and inspect the goods. All boxed products must be returned as new in the original packaging. We strongly advise that you inspect the goods prior to the build to make sure you are 100% happy with the goods. If you have any damaged parts please call us - so we can send replacement parts out asap to you.
Once you have started the build - it will be deemed that you were happy with the goods and we will not accept any returns.
We will not accept returns if the products have been built, altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.
While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed, they must be returned in the same way. Every effort must be taken to ensure that the return product (s) are packed well to avoid damage or loss of parts in transit.
Products returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given.
It is your responsibility to check that all the parts are present and correct, so that in the unlikely event that parts may be missing, incorrect, or damaged, you can ensure we have reasonable time to supply replacements. We aim to typically replace parts within seven days assuming replacement parts are in stock, however if we have to manufacture parts this time frame may be longer.
Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with the material and instructions supplied, that all the parts are present and that you have actually received the goods before committing to an installation date.
Bespoke Orders - We do not provide a returns policy for a bespoke orders due to the personalised nature of a bespoke order. Bespoke orders are not covered by the distance selling regulations. This acceptance does not in any way effect your warranty.
Cancellation Policy
You may cancel your order at any time prior to goods being dispatch. All cancelled orders prior to dispatch, will be refunded in full.
Products that have been dispatched we are unable to cancel and will be subject to the returns policy stated above.
Bespoke Orders – you will be able to cancel your order prior to manufacturer and a full refund will be processed. However if we have started the manufacturer of your bespoke order you will not be able to cancel your order.
Divido Financed Orders:
1. Orders cancelled prior to shipping – a complete cancellation of the loan will be processed – no charges.
2. Partial Refunds – i.e. customer has multiple items on the order and returns part of the order - the buyer will be liable for the full term of the loan taken out with the loan company Divido (the buyer on receiving a partial refund can choose whether to put the partial refund towards paying off the loan term quicker). The Buyer will be liable for our funding charges of 8% on the total amount returned. The buyer will be liable for delivery costs of returning products to us. Both the funding charges and delivery charges will be deducted of any refund made to the customer.
3. Return of all goods – a complete cancellation of the loan will be processed - subject to the Buyer returning the goods to us and covering any collection charges. The buyer will be liable for the collection costs of returning the products to us. If we are arranging for the goods to be collected the buyer will need to make pre-payment to us before we will process any collection of goods. Please note this is only applicable to Divido Financed Orders. Goods must be returned in the original state and boxed where applicable.
The Build
Our Beds are designed for construction by competent DIY customers and typically require at least two or more adults to help with the assembly. Before you assemble your delivered products please ensure that you have read the instructions and familarised yourself with the project you are about to undertake. The assembly process will vary according to individual abilities and the complexity of the project. Any indication given in our website or literature as to the time required to assemble a product must be deemed as an approximate guide. Wood is a natural product and may require manipulation prior to assembly. If it your intention to organise for a third party to assemble the products please ensure that the components have been physically delivered and that you are satisfied with the product.
It is your responsibility to check that all the parts are present and correct, so that in the unlikely event that parts may be missing, incorrect, or damaged, you can ensure we have reasonable time to supply replacements (We aim to typically replace parts within seven days assuming replacement parts are in stock, however if we have to manufacture parts this time frame may be longer). Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with the material and instructions supplied before committing to an installation date.
Returns Policy:
1. Check contents before construction
It is your duty to inspect the contents before construction is started. Any damaged caused during construction cannot be covered by the warranty and you will be charged for replacement parts required due to damage during construction. If parts are found to be damaged before construction please contact us immediately We will then arrange for the replacement of any damaged parts - parts delivered damaged will be replaced free of charge typically within seven days but this may be longer if it needs to be manufactured. We may require photographs to be supplied to us before being able to process your claim.
2. Timber is a natural product
The natural characteristics of timber are not a reason for the return of goods. Natural colour variations, warping, shakes, splits, knots, knot holes, and varying surface finishes which are typical properties of wood and the logs used for log cabins. We supply timber products designed for external garden use, and as such our designs take into account timber’s natural characteristics and properties when designing for structural integrity.
All timbers are checked prior to shipment. Between the point of shipment and assembly the characteristics of timbers may adjust, sometimes this is more evident in pressure treated sections, due to the manufacturing process and especially noticeable in Spruce or Pine. Once assembled timbers may continue to adjust to environmental factors such as the weather and load. If you require a smoother finish you may wish to sand some of the timbers, but this is an individual choice. Splits and cracks in wood are typical and are part of the integrity of the timber and cannot be guaranteed against.
3. Damaged Goods
See point 1
4. Your rights
You have the right to return goods if they are unused within 14 days of delivery as part of the distance selling regulations. Therefore you must ensure you are happy with the product the product and do not want to return it before you start to build it and within the time period. By constructing or treating the building you acknowledge that you do not wish to return it. This acceptance does not in any way effect your warranty.
6. Return costs, Packaging and Your Responsibility
You may return any UNOPENED / UN-BUILT / UN-TREATED delivered products you have purchased within 14 working days of delivery. You must notify us in writing via email or post within 14 working days of delivery.
If you are returning any UNOPENED / UN-BUILT / UN-TREATED product(s) for any reason, you must:
1. cover the costs of returning the products to us or our suppliers;
2. cover the cost of any surcharges such as additional delivery charges and finance charges
On request, we will collect the products from you, but the cost of this will be charged to you (typically this is £65 for England & Wales and £85 for Scotland and Northern Ireland) and this will deduct this from the refund.
If you are arranging your own courier to return goods - please call us to confirm the return address and an authorisation / reference code.
All products must be re-packaged and securely strapped to the pallets as they came prior to collection. Any additional work required by the courier will be deducted from the refund as detailed above.
While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed, they must be returned in the same way. Every effort must be taken to ensure that the return product(s) are packed well to avoid damage or loss of parts in transit.
Products returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given.
We will not accept returns if the products have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.
7. Warranty
Our guarantee is for the quality of the wood, this does not cover the natural properties of wood. These properties can include colour difference, warping, shakes, splits, knots and knot holes and varying surface finishes which are typical properties of wood and the logs used for log cabins. Splits and cracks in wood are typical and are part of the integrity of the timber and cannot be guaranteed against.
8. Bespoke
We do not provide a returns policy for a bespoke products due to the personalised nature of a bespoke product. Bespoke products are not covered by the distance selling regulations. This acceptance does not in any way effect your warranty.
9. Cancellation
You may cancel your order at any time prior to dispatch. All cancelled orders prior to dispatch, will be refunded in full
Products that have been dispatched we are unable to cancel and will be subject to the returns policy stated above.
Bespoke Orders – you will be able to cancel your order prior to manufacturer and a full refund will be processed. However if we have started the manufacturer of your bespoke order you will not be able to cancel your order.
Divido Financed Orders:
1. Orders cancelled prior to shipping – a complete cancellation of the loan will be processed – no charges.
2. Partial Refunds – i.e. customer has multiple items on the order and returns part of the order - the buyer will be liable for the full term of the loan taken out with the loan company Divido (the buyer on receiving a partial refund can choose whether to put the partial refund towards paying off the loan term quicker). The Buyer will be liable for our funding charges of 8% on the total amount returned. The buyer will be liable for delivery costs of returning products to us. Both the funding charges and delivery charges will be deducted of any refund made to the customer.
3. Return of all goods – a complete cancellation of the loan will be processed - subject to the Buyer returning the goods to us and covering any collection charges. The buyer will be liable for the collection costs of returning the products to us. If we are arranging for the goods to be collected the buyer will need to make pre-payment to us before we will process any collection of goods. Please note this is only applicable to Divido Financed Orders. Goods must be returned in the original state and boxed where applicable.
