What is the returns policy?

(please see below for separate returns policy for Log Cabins)

You may return any UNOPENED delivered products you have purchased within 7 working days of delivery. You must notify us in writing via email or post within 7 working days of delivery.

If you are returning any UNOPENED product(s) for any reason, you must pay the costs of returning the products to us or our suppliers; any credit card charges due, at the rate of 2.8% of the total value of the order. On request, we will collect the products from you, but the cost of this will be charged to you and we will deduct this from the refund in addition to the credit card charge of 2.8% of the original order.

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 7 working days of the delivery.

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.

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.

Log Cabins The Build

Our Log cabins 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.

Our Returns Policy For Log Cabins

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.


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. Construction/Treatment

Construction will typically take several days depending on the size of the log cabin and the experience of the person building the log cabin. Once construction has begun you will not be able to return the log cabin, therefore you must ensure you are happy with the product and do not want to return it before you start to build it. By construction of the building you acknowledge that you do not wish to return it. This acceptance does not in any way affect your warranty or statutory rights.

Our Log cabins are not treated and you will need to treat your log cabin. You must apply treatments the cabins or components until you are satisfied with the product. Treating the wood will be deemed as acceptance of the quality of the goods and confirmation that you do not wish to return the product.

The Log Cabin packaging is a temporary packaging just for transportation to the customer. Although an outside product it is the customers responsibility to either treat the wood or keep it dry during the construction process. It is the customer’s responsibility to cover any exposed timber immediately after delivery to avoid blue stain issues.

Minor adjustments may have to be undertaken during the construction process due to the nature of the timber. Where holes have been pre-drilled they may require onsite adjustment. Additional adjustments to sections of timber of timber may still have to be undertaken on site. In the event that some of the timbers are warped and prove difficult to assemble – competent manipulation e.g. light wetting, sensible weight application and slowly (over a few days if necessary) heating or cooling can overcome the majority of warping.

Please be aware that if we are installing your log cabin you will be subject to the same terms as detailed above and should not allow the installers to commence if you are not happy with the product and wish to return it. By allowing the installers to construct the building you acknowledge that you do not wish to return it. This acceptance does not in any way effect your warranty.



4. Damaged Goods

See point 1

5. Your rights

You have the right to return goods if they are unused within 7 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

If you are returning any UNOPENED/UNBUILT product(s) for any reason, you must pay the costs of returning the products to us or our suppliers; any credit card charges due, at the rate of 2.8% of the total value of the order. On request, we will collect the products from you, but the cost of this will be charged to you and we will deduct this from the refund in addition to the credit card charge of 2.8% of the original order.

An example of the typical delivery charge for returning a log cabin in the UK would be £345. We will endeavour to get the best quote at the time or you can alternatively arrange your own return of the product.

All log cabins 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 Log Cabins

We do not provide a returns policy for a bespoke Log Cabins due to the personalised nature of a bespoke log cabin. Bespoke log cabins are not covered by the distance selling regulations. This acceptance does not in any way effect your warranty.

Cancellation

You may cancel your order at any time prior to dispatch. All cancelled orders will be refunded less any credit card charges at a rate of 2.8% of the total value of the order.

Products that have been dispatched we are unable to cancel and will be subject to the returns policy stated above.